Brewers Air Conditioning & Heating Reviews (19)
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Brewers Air Conditioning & Heating Rating
Address: 9111 S Hardy Dr, Tempe, Arizona, United States, 85284-2805
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Dear Revdex.com,
The content of the returned message is flawed. My status of staying in my home or selling my home is irrelevant to the work completed on my air conditioner unit. In simple terms, a small tube on the exterior unit was leaking. It took the second opinion technician with a handheld device only moments to find the leak. The status of the interior coils or corrosion was not validated or found to be a contributing factor. Simply put, Brewers overstated the issues of my air conditioner unit and gave me only two options, to refill the Freon with no guarantee it would hold or replace the entire unit. A third ( and proper) diagnosis would be to have repaired the simple leak in an exterior copper tube- easily accessed by any technician. First- If the Brewer's technician, as stated, knew where the leak was- why did he not offer to make the simple repair? Second- knowingly admitting there was a leak why would the technician put environmentally sensitive Freon in my unit? The technician apparently must have known it would have leaked out into the environment?
I was given strong encouragement to seek their sales department for installation of a new units. The cost of the Freon, which was substantial. was used as an incentive to be taken off the final bill for the new air conditioner.
My complaint is valid. Brewers never gave me an option to repair the leak. Brewers strongly wanted me to agree to a new air conditioner unit.
Dear Revdex.com, We have attached documents related to the above related complaint and our response is listed below. However, we are concerned that communication between Brewers & Revdex.com is not occurring correctly for some reason? Your attached letter stats that you have recently sent us...
a copy of correspondence from this customer but this is the first correspondence that we have received from the Revdex.com regarding this complaint? Regarding this complaint, per attached invoices, this customer originally contacted us on June 19th after business hours & left a message for us to contact them regarding their A/C not cooling. We have an emergency contact number when customers call if they are in need of service immediately. Since this customer left a message, we contacted them the following morning to schedule a “No Cooling” service call. When we arrived, the customer had informed us that they had changed batteries on their thermostat but the A/C would not run. We found blown 60 amp fuses in the A/C electrical disconnect at the unit on the roof. We installed new fuses and could not find any issues with the A/C unit. Our standard working hours are from 8 am until 12 pm on Saturday’s. We have an after-hours emergency fee policy of $149 for all customers. Any warranty contracts that we have with customers do not include emergency after hours or premium labor fees. The following morning, Sunday June 21st, we were contacted by the customer again stating that their A/C unit was not working. When we arrived, we found the fuses had blown again and replaced them. After further inspection, we found that the fuses were getting very hot and our technician informed the customer that they needed a new electrical disconnect. We also advised that there could be additional issues with the electrical wiring circuit feeding the A/C unit as well. We offered to replace the disconnect for $429.75 but the customer declined to have us replace the disconnect. We “No Charged” this call even though the customer declined to have us do a repair. We also have checked the electrical code & the other servicing agents comment regarding the lack of adding “no lox” on the screw lug terminals IS NOT a code violation as they state. We also notice that the other servicing agent replaced the electrical circuit breaker at the main panel. This shows that our diagnosis was correct regarding that there could be other issues with the electrical wiring circuit feeding the A/C system. In the complaint the customer also lists that they purchased fuses from [redacted]. We are not sure when the customer purchased these fuses and they even state that they were the wrong size? Brewers is willing to reimburse the customers the $149 after hours emergency fee that was paid for invoice #[redacted] from June 20th. Since we offered to replace the disconnect and the customer declined, we will not reimburse the cost for the fuses. Please let us know if the customer feels this is an acceptable offer so we can send them reimbursement for the emergency fee. Regards, [redacted]President
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We have the box that Brewer's installed. It clearly is burnt. The tech should have seen that and known that because Brewer's did not screw it down tightly it caused the problem. It was not the wiring that was causing the problem. Brewer's claimed that we had faulty wiring from the main electrical box to the a/c unit. They refused to help us until we had an electrician come and check the wiring. We contacted [redacted] and their invoice states that the fuses were not the correct size to match the amps. Brewer's should have known that and they did not. They installed the new unit and they were out of code according to the electrician from [redacted]. Because of Brewer's improper installation of our unit, the fuses did burn and we could have had a fire up in our a/c unit. They should be responsible for more than just their $149.00 service call. Of course they should reimburse us for that! We even have a service agreement with them, but it obviously did not matter to them. They did not return our phone call until 10:30 am the following day. What good is their emergency number? Please reconsider this complaint. They are not reputable and are negating their responsibilities to provide proper installation of their equipment. We also had a 2 month old baby in our home at the time. We are in our 60's and the heat was unbearable. The first night was not too bad, but the second night caused us health problems. We are not requesting any money for what we suffered due to those unbearable circumstances. Your further attention to this matter is greatly appreciated. My husband and I feel that Brewer's should be responsible for more than just the $149.00. We had to pay for the electrician to come because they refused to honor our service agreement with them. We needed our a/c working. The tech told us that he could replace the box, but did not think that would help. He thought it was the wiring. He is not an electrician, but Brewer's still held to his recommendation and would not do anything until we had an electrician check the wiring. They claimed it was faulty wiring. It was not. The problem was from the installation which they had done. They should be responsible for at least half of the charges that we paid to [redacted]. We believe that would be fair. Since they installed the original box incorrectly I do not trust them to do any further work on our unit. I would also like to get reimbursed for the remainder of my warranty agreement. The reason the fuses were burning is because the box was NOT screwed on tightly. Brewer's installed it and did not screw it tight! That caused the problem. The fuses also did not match the main fuse box. They should have known that also. They made the mistake when they put in the unit just a few years ago. We purchased it in 2011. The box would not have burned like it did IF it had been installed correctly in the first place. They should really pay the entire amount, but we are willing to do half.
Regards,[redacted]
Excellent experience - highly recommend this company! First cold snap of the season and the heat wouldn't come on. Scheduled a same-day appointment (no extra charge). Problem turned out to be a blown fuse on our outside unit - which was quickly replaced. No hard sell for a new unit! The technician could have left right then but he went on to do a thorough system check and made sure we didn't have any other hidden issues. Customer service? You bet!! The office called to let us know that our technician was running a little late (only 30 min). Joseph, our technician, was excellent. Very knowledgeable and friendly. Will definitely call this company for further repairs and when the time comes for a replacement unit.
Brewers has given this customer our response from his original request. As we previously stated, we do not repair capillary tubes on air conditioning coils as this is not a recommended repair per the manufacturer. We told Mr. [redacted] the leak was in the outdoor coil even though in his first complaint he denied that occurred. His had a choice to replace the coil, replace the unit since it is 14+ years old (this was our recommendation) or add refrigerant to see if it could get him by until he could sell the home.
He states that selling the home had no bearing on this service call but my technician assured me that he wanted to do the least expensive repair option available since he was selling the home. We were very clear from day 1 that there was no warranty for the refrigerant as we knew the outdoor coil was leaking. We were unsure how long the refrigerant would last but added it at Mr. [redacted]'s request to get the unit operational.
We are not willing to offer this customer any refund as he was fully aware there was no warranty.
After reviewing all the documents for [redacted] regarding the East A/C system we installed on August 18th of 2009, I have listed all the related service calls since the installation for their East system as listed below: 1. 8-27-2009 ...
$0 Some rooms are hot, made airflow adjustment to ducting system to balance airflow.2. 1-25-2010 $0 Customer hearing noise outside, heat pump unit going into & out of defrost cycle. Unit working normally.3. 7-29-2010 $0 A/C not cooling below 80, found old ducting in attic broken leaking airflow into attic, temporarily taped split ducting.4. 8-4-2010 $0 Repaired old ripped flex ducting at no charge to customer, home warranty paid for repairs.5. 2-9-2011 $274.64 Expansion valve failed, replaced valve. Customer responsible for refrigerant costs not covered by extended warranty. All other repairs paid by extended warranty.6. 6-15-2011 $0 Tune-up, included with new unit installation. Unit working normally.7. 9-13-2012 $0 Tune-up, included with new unit installation. Unit working normally.8. 6-11-2013 $0 Tune-up, included with new unit installation. Unit working normally.9. 10-22-2014 $0 Tune-up, included with new unit installation. Unit working normally.10. 5-11-2015 $0 No cool, replaced bad capacitor keeping compressor from starting. Repair paid by extended warranty. 11. 5-19-2015 $0 No cool, A/C working normally when we arrived. Recommended & replaced batteries on thermostat at no charge to customer.12. 7-6-2015 $0 Thermostat not keeping temperature, we inadvertently set programing incorrect on thermostat after replacing batteries. Reset programing.13. 7-14-2015 $64 No cool, found loose thermostat wiring inside air handler in attic. Performed yearly tune-up while there. Customer paid for tune-up. As you can see, unless our documents that we have reviewed do not reflect all calls that were performed for this system, they have had 2 minor failures in nearly 6 years since the unit was installed. Obviously, recently the unit has stopped working but every time we go to check the system out, it has been running when we arrive. It is difficult to repair a unit that is working when we arrive. We would be happy to provide copies of all our service documents that we have for the East A/C unit if needed. The customer complaint is that we have been out 12 times since installation of the unit but as you can see above, we have been out due to failure of the equipment only 2 times (Feb 2011 & May 2015). We are at a loss as to why the customer feels we are trying to avoid making repairs as we have always repaired their systems whenever it has been broken. They also state that the A/C unit has not worked properly for 5 years? We are confused since they have only contacted us 2 times until recently in the past 5 years regarding the unit not working properly? Please advise if you feel we are missing anything with this customers A/C system issues. [redacted]President
Dear Revdex.com,
The content of the returned message is flawed. My status of staying in my home or selling my home is irrelevant to the work completed on my air conditioner unit. In simple terms, a small tube on the exterior unit was leaking. It took the second opinion technician with a handheld device only moments to find the leak. The status of the interior coils or corrosion was not validated or found to be a contributing factor. Simply put, Brewers overstated the issues of my air conditioner unit and gave me only two options, to refill the Freon with no guarantee it would hold or replace the entire unit. A third ( and proper) diagnosis would be to have repaired the simple leak in an exterior copper tube- easily accessed by any technician. First- If the Brewer's technician, as stated, knew where the leak was- why did he not offer to make the simple repair? Second- knowingly admitting there was a leak why would the technician put environmentally sensitive Freon in my unit? The technician apparently must have known it would have leaked out into the environment?
I was given strong encouragement to seek their sales department for installation of a new units. The cost of the Freon, which was substantial. was used as an incentive to be taken off the final bill for the new air conditioner.
My complaint is valid. Brewers never gave me an option to repair the leak. Brewers strongly wanted me to agree to a new air conditioner unit.
I had Brewers A/C come out to my home for an evaluation at the beginning of summer. The technician was professional and presented well. He listed several "items of concern" ie, components that need replacement, on my service invoice. The quote to repair/replace these items was over $1,800.00. I later had another A/C company that was recommended to me by a close friend. That technician found nothing wrong with my existing equipment and advised that everything was in working order. After I called the owner (Tim) at Brewer's he offered to send another technician out the following week to re-examine my 2 A/C units. I was never called by them to schedule.
I'm certainly glad I did not take Brewer's up on their offer to repair my properly functioning equipment at a cost of over $1800.00! Beware of their sales tactics!
It is now April 2015 and our system installed by Brewers in May 2009 has been great. [redacted] measured our home and proposed the 2 [redacted] units, [redacted] and another fellow installed it, and several technicians, most recently [redacted], have come each year for maintenance ant tuneup. I appreciate that they are conscientious with their work.
When we purchased the system it came with a 5 year maintenance agreement and this was the first year we did not have the agreement, so I decided to try a place closer by in [redacted] that had really good ratings and get the SRP 29.95 special. That was a mistake. The fellow who came out took a total of 5 minutes on 2 units and didn't even check the air handlers. He also tried to sell me a $330 capacitor. After that I called Brewers and was glad when [redacted] came out. He was training another fellow and they took over an hour thoroughly looking over the two systems. He They also gave the 29.95 SRP rate. He didn't try to sell me a capacitor.
I appreciate Brewers and would recommend them.
Mr. [redacted] called Brewers since his A/C had stopped cooling. Per the attached invoice, we informed Mr. [redacted] that his unit was low on refrigerant and that we also found that he was using restrictive air filters. We informed the customer that the indoor coil was corroded and the outdoor...
(condenser) coil was leaking. Mr. [redacted] informed my technician that he was selling his home & wanted to spend as little as possible to get his A/C running. My technician offered to add refrigerant for temporary cooling but recommended replacing either the coil or the entire A/C system. Brewers does not make soldering repairs on condenser coil capillary tubes as this is not recommended standard refrigeration practice. We feel this is a non-professional repair on old equipment that is in need of new parts or replacement of the entire system.The customer states in his complaint that we didn't know where the leak was however our invoice clearly stats we did? Brewers always offers money paid for temporary or regular repairs back to the customer towards the cost of proper parts replacement or installing a new A/C system. This customer chose to find another A/C repair company that was willing to make a repair on a 14 year old A/C system. Since Mr. [redacted] is selling his home, he was looking to pass on the replacement costs to the potential new home buyer instead of doing a proper repair.
Per our invoice, we stated that there was no warranty for temporary repair for the added refrigerant and the customer signed the invoice. I find it appalling for the customer to file a complaint after fully knowing that we were doing a temporary repair with no warranty. If Mr. [redacted] continues to make reckless & defamatory remarks after agreeing to accept a temporary repair, Brewers will be forced to use other legal methods against the customer.
Tim R[redacted]
Dear Revdex.com, We have attached documents related to the above related complaint and our response is listed below. However, we are concerned that communication between Brewers & Revdex.com is not occurring correctly for some reason? Your attached letter stats that you have recently sent us...
a copy of correspondence from this customer but this is the first correspondence that we have received from the Revdex.com regarding this complaint? Regarding this complaint, per attached invoices, this customer originally contacted us on June 19th after business hours & left a message for us to contact them regarding their A/C not cooling. We have an emergency contact number when customers call if they are in need of service immediately. Since this customer left a message, we contacted them the following morning to schedule a “No Cooling” service call. When we arrived, the customer had informed us that they had changed batteries on their thermostat but the A/C would not run. We found blown 60 amp fuses in the A/C electrical disconnect at the unit on the roof. We installed new fuses and could not find any issues with the A/C unit. Our standard working hours are from 8 am until 12 pm on Saturday’s. We have an after-hours emergency fee policy of $149 for all customers. Any warranty contracts that we have with customers do not include emergency after hours or premium labor fees. The following morning, Sunday June 21st, we were contacted by the customer again stating that their A/C unit was not working. When we arrived, we found the fuses had blown again and replaced them. After further inspection, we found that the fuses were getting very hot and our technician informed the customer that they needed a new electrical disconnect. We also advised that there could be additional issues with the electrical wiring circuit feeding the A/C unit as well. We offered to replace the disconnect for $429.75 but the customer declined to have us replace the disconnect. We “No Charged” this call even though the customer declined to have us do a repair. We also have checked the electrical code & the other servicing agents comment regarding the lack of adding “no lox” on the screw lug terminals IS NOT a code violation as they state. We also notice that the other servicing agent replaced the electrical circuit breaker at the main panel. This shows that our diagnosis was correct regarding that there could be other issues with the electrical wiring circuit feeding the A/C system. In the complaint the customer also lists that they purchased fuses from [redacted]. We are not sure when the customer purchased these fuses and they even state that they were the wrong size? Brewers is willing to reimburse the customers the $149 after hours emergency fee that was paid for invoice #[redacted] from June 20th. Since we offered to replace the disconnect and the customer declined, we will not reimburse the cost for the fuses. Please let us know if the customer feels this is an acceptable offer so we can send them reimbursement for the emergency fee. Regards, [redacted]President
We live across country and had an issue with our heating unit. Our property manager called our home warranty company and they sent Brewers to fix the problem. They came a day late. They gave a repair time frame and when I called my home warranty company, I was informed that they had not ordered the part. This was a week after they had been to our property in [redacted]. Due to the heat not being fixed, our tenants vacated the property. It was 2 weeks until heat was restored. My property manager had phone issues and her phone was off for about an hour. This company then proceeded to call me and my husband and leave nasty voicemails about getting paid immediately. When I told her I needed to verify the account I was paying from and call them back, she proceeded to threaten me with having our home warranty suspended and send it over to a collections agency. This was on a call I made to them to resolve the issue. I have never had such an awful customer service experience in my life. I am filing a formal complaint with the home warranty company as well. The bill is paid, but I will make sure and tell everyone I know about how awful this company is.
A dual cap for my a/c unit is roughly $30.00. Let's say an actual hour of labor was spent replacing it, even though it was less. How much ? $150.00 an hour? Like a [redacted] pay. Anyway that's a total of less than $200.00. But my bill was $338.11!!! On my receipt they charged me $320.00 for the dual cap! Really? That's 100 times the regular cost. I got ripped off! So much for returning customers!!
Review: We had 2 new units installed in 2010 we have had them out over 12 times to service our East side unit. The west side is fine East always shuts down and doesn't operate. Every time they are here we get a story about what it could be they were here last week air had been off 3 days They said it was thermostat well it's off again today we switched thermostats and east doesn't work west still did. It's not the thermostat. I need this unit replaced their own techs stand in our home and talk about how often they are out for the east side unit. My belief is its under warranty so they are trying to wait for warranty to expire. This unit has never worked properly for 5 years. I have all work order tickets.Desired Settlement: This unit needs to be replaced once they did a repair on my house forgot to hook up ac drip pan and it caved in my ceiling. They did repair at their cost but shows the quality of work they perform.
Business
Response:
After reviewing all the documents for [redacted] regarding the East A/C system we installed on August 18th of 2009, I have listed all the related service calls since the installation for their East system as listed below: 1. 8-27-2009 $0 Some rooms are hot, made airflow adjustment to ducting system to balance airflow.2. 1-25-2010 $0 Customer hearing noise outside, heat pump unit going into & out of defrost cycle. Unit working normally.3. 7-29-2010 $0 A/C not cooling below 80, found old ducting in attic broken leaking airflow into attic, temporarily taped split ducting.4. 8-4-2010 $0 Repaired old ripped flex ducting at no charge to customer, home warranty paid for repairs.5. 2-9-2011 $274.64 Expansion valve failed, replaced valve. Customer responsible for refrigerant costs not covered by extended warranty. All other repairs paid by extended warranty.6. 6-15-2011 $0 Tune-up, included with new unit installation. Unit working normally.7. 9-13-2012 $0 Tune-up, included with new unit installation. Unit working normally.8. 6-11-2013 $0 Tune-up, included with new unit installation. Unit working normally.9. 10-22-2014 $0 Tune-up, included with new unit installation. Unit working normally.10. 5-11-2015 $0 No cool, replaced bad capacitor keeping compressor from starting. Repair paid by extended warranty. 11. 5-19-2015 $0 No cool, A/C working normally when we arrived. Recommended & replaced batteries on thermostat at no charge to customer.12. 7-6-2015 $0 Thermostat not keeping temperature, we inadvertently set programing incorrect on thermostat after replacing batteries. Reset programing.13. 7-14-2015 $64 No cool, found loose thermostat wiring inside air handler in attic. Performed yearly tune-up while there. Customer paid for tune-up. As you can see, unless our documents that we have reviewed do not reflect all calls that were performed for this system, they have had 2 minor failures in nearly 6 years since the unit was installed. Obviously, recently the unit has stopped working but every time we go to check the system out, it has been running when we arrive. It is difficult to repair a unit that is working when we arrive. We would be happy to provide copies of all our service documents that we have for the East A/C unit if needed. The customer complaint is that we have been out 12 times since installation of the unit but as you can see above, we have been out due to failure of the equipment only 2 times (Feb 2011 & May 2015). We are at a loss as to why the customer feels we are trying to avoid making repairs as we have always repaired their systems whenever it has been broken. They also state that the A/C unit has not worked properly for 5 years? We are confused since they have only contacted us 2 times until recently in the past 5 years regarding the unit not working properly? Please advise if you feel we are missing anything with this customers A/C system issues. [redacted]President
We live across country and had an issue with our heating unit. Our property manager called our home warranty company and they sent Brewers to fix the problem. They came a day late. They gave a repair time frame and when I called my home warranty company, I was informed that they had not ordered the part. This was a week after they had been to our property in [redacted]. Due to the heat not being fixed, our tenants vacated the property. It was 2 weeks until heat was restored. My property manager had phone issues and her phone was off for about an hour. This company then proceeded to call me and my husband and leave nasty voicemails about getting paid immediately. When I told her I needed to verify the account I was paying from and call them back, she proceeded to threaten me with having our home warranty suspended and send it over to a collections agency. This was on a call I made to them to resolve the issue. I have never had such an awful customer service experience in my life. I am filing a formal complaint with the home warranty company as well. The bill is paid, but I will make sure and tell everyone I know about how awful this company is.
Excellent experience - highly recommend this company! First cold snap of the season and the heat wouldn't come on. Scheduled a same-day appointment (no extra charge). Problem turned out to be a blown fuse on our outside unit - which was quickly replaced. No hard sell for a new unit! The technician could have left right then but he went on to do a thorough system check and made sure we didn't have any other hidden issues. Customer service? You bet!! The office called to let us know that our technician was running a little late (only 30 min). Joseph, our technician, was excellent. Very knowledgeable and friendly. Will definitely call this company for further repairs and when the time comes for a replacement unit.
Review: On June 19, 2015 I phoned the company to let them know my ac was not working. I did not hear from them until the next day at 10:40am. The tech came to my home at 10:30am, but since I didn't know I was not home. The temperature was 95 degrees in my home and I had an infant living with us at the time. It was an EMERGENCY. When the tech did come later that day, it only worked for about 1 hr. He returned the next day, Sunday June 21, 2015 and said the unit was not working because of poor wiring. He also told us we would need to purchase fuses to replace them as they burned out. We have a contract with them. We bought the unit from them on May 3, 2011. They installed the fuse switch box as well. The tech said that we needed an electrician and the company refused to help us any further. We did get an electrition from [redacted] and I have in writing his discovery. The wiring was not the issue. The issue was that Brewer's had not put the fuse box in properly. They were out of code and they even had the fuse mismatched. The box had burnt wires and we could have had a fire!The office was rude to me when I phoned. I spoke with [redacted] most of the time. When I woke up Sunday, June 21st I was very ill. I suffered from heat exhaustion and it took me the better part of the day to get my breathing to be normal. Oh, and I was also charged an after hour fee of $149.00 and I phoned them many times during their office hrs. They just never called me back. They also did not fix the problem, so I do not feel like I owe them anything.Desired Settlement: I feel like since I had a contract agreement that I should not have been charged their after hour fee. They also did not fix the a/c. I was charged $149.00. We purchased 4 fuses at [redacted]. Those cost $32.32.They were not the correct size either.We had to purchase a fuse switch box from [redacted] because Brewer's did not screw the original one in and the tech should have seen the burnt wires but obviously didn't do a very thorough job. [redacted] charged us $549.00.
Business
Response:
Dear Revdex.com, We have attached documents related to the above related complaint and our response is listed below. However, we are concerned that communication between Brewers & Revdex.com is not occurring correctly for some reason? Your attached letter stats that you have recently sent us a copy of correspondence from this customer but this is the first correspondence that we have received from the Revdex.com regarding this complaint? Regarding this complaint, per attached invoices, this customer originally contacted us on June 19th after business hours & left a message for us to contact them regarding their A/C not cooling. We have an emergency contact number when customers call if they are in need of service immediately. Since this customer left a message, we contacted them the following morning to schedule a “No Cooling” service call. When we arrived, the customer had informed us that they had changed batteries on their thermostat but the A/C would not run. We found blown 60 amp fuses in the A/C electrical disconnect at the unit on the roof. We installed new fuses and could not find any issues with the A/C unit. Our standard working hours are from 8 am until 12 pm on Saturday’s. We have an after-hours emergency fee policy of $149 for all customers. Any warranty contracts that we have with customers do not include emergency after hours or premium labor fees. The following morning, Sunday June 21st, we were contacted by the customer again stating that their A/C unit was not working. When we arrived, we found the fuses had blown again and replaced them. After further inspection, we found that the fuses were getting very hot and our technician informed the customer that they needed a new electrical disconnect. We also advised that there could be additional issues with the electrical wiring circuit feeding the A/C unit as well. We offered to replace the disconnect for $429.75 but the customer declined to have us replace the disconnect. We “No Charged” this call even though the customer declined to have us do a repair. We also have checked the electrical code & the other servicing agents comment regarding the lack of adding “no lox” on the screw lug terminals IS NOT a code violation as they state. We also notice that the other servicing agent replaced the electrical circuit breaker at the main panel. This shows that our diagnosis was correct regarding that there could be other issues with the electrical wiring circuit feeding the A/C system. In the complaint the customer also lists that they purchased fuses from [redacted]. We are not sure when the customer purchased these fuses and they even state that they were the wrong size? Brewers is willing to reimburse the customers the $149 after hours emergency fee that was paid for invoice #[redacted] from June 20th. Since we offered to replace the disconnect and the customer declined, we will not reimburse the cost for the fuses. Please let us know if the customer feels this is an acceptable offer so we can send them reimbursement for the emergency fee. Regards, [redacted]President
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We have the box that Brewer's installed. It clearly is burnt. The tech should have seen that and known that because Brewer's did not screw it down tightly it caused the problem. It was not the wiring that was causing the problem. Brewer's claimed that we had faulty wiring from the main electrical box to the a/c unit. They refused to help us until we had an electrician come and check the wiring. We contacted [redacted] and their invoice states that the fuses were not the correct size to match the amps. Brewer's should have known that and they did not. They installed the new unit and they were out of code according to the electrician from [redacted]. Because of Brewer's improper installation of our unit, the fuses did burn and we could have had a fire up in our a/c unit. They should be responsible for more than just their $149.00 service call. Of course they should reimburse us for that! We even have a service agreement with them, but it obviously did not matter to them. They did not return our phone call until 10:30 am the following day. What good is their emergency number? Please reconsider this complaint. They are not reputable and are negating their responsibilities to provide proper installation of their equipment. We also had a 2 month old baby in our home at the time. We are in our 60's and the heat was unbearable. The first night was not too bad, but the second night caused us health problems. We are not requesting any money for what we suffered due to those unbearable circumstances. Your further attention to this matter is greatly appreciated. My husband and I feel that Brewer's should be responsible for more than just the $149.00. We had to pay for the electrician to come because they refused to honor our service agreement with them. We needed our a/c working. The tech told us that he could replace the box, but did not think that would help. He thought it was the wiring. He is not an electrician, but Brewer's still held to his recommendation and would not do anything until we had an electrician check the wiring. They claimed it was faulty wiring. It was not. The problem was from the installation which they had done. They should be responsible for at least half of the charges that we paid to [redacted]. We believe that would be fair. Since they installed the original box incorrectly I do not trust them to do any further work on our unit. I would also like to get reimbursed for the remainder of my warranty agreement. The reason the fuses were burning is because the box was NOT screwed on tightly. Brewer's installed it and did not screw it tight! That caused the problem. The fuses also did not match the main fuse box. They should have known that also. They made the mistake when they put in the unit just a few years ago. We purchased it in 2011. The box would not have burned like it did IF it had been installed correctly in the first place. They should really pay the entire amount, but we are willing to do half.Regards,[redacted]
It is now April 2015 and our system installed by Brewers in May 2009 has been great. [redacted] measured our home and proposed the 2 [redacted] units, [redacted] and another fellow installed it, and several technicians, most recently [redacted], have come each year for maintenance ant tuneup. I appreciate that they are conscientious with their work.
When we purchased the system it came with a 5 year maintenance agreement and this was the first year we did not have the agreement, so I decided to try a place closer by in [redacted] that had really good ratings and get the SRP 29.95 special. That was a mistake. The fellow who came out took a total of 5 minutes on 2 units and didn't even check the air handlers. He also tried to sell me a $330 capacitor. After that I called Brewers and was glad when [redacted] came out. He was training another fellow and they took over an hour thoroughly looking over the two systems. He They also gave the 29.95 SRP rate. He didn't try to sell me a capacitor.
I appreciate Brewers and would recommend them.
A dual cap for my a/c unit is roughly $30.00. Let's say an actual hour of labor was spent replacing it, even though it was less. How much ? $150.00 an hour? Like a [redacted] pay. Anyway that's a total of less than $200.00. But my bill was $338.11!!! On my receipt they charged me $320.00 for the dual cap! Really? That's 100 times the regular cost. I got ripped off! So much for returning customers!!