Campbell Heating & Cooling, Inc.

Review: On June 7, 2013, I purchased a Trane XL15 heat pump from this business. This was a purchase of over $6,000. On July 10th, I reported that it was not working efficiently and would not cool below 75 degrees during the day and 70 at night. On July 11th, they sent a technician out who diagnosed the issue as a bad stepper motor. Since this was a Thursday afternoon, the part could not be ordered until the next day, Friday, July 12th. I was told that the part would be in possibly on Monday, the 15th but no later than Friday, the 19th. Upon calling the office on Monday the 22nd, I was told that the part would not even be shipped from the factory until Friday, August 2nd. Once I found out on Monday, the 15th that the part would not be until at least Friday and the unit had quit working completely, I had to purchase a window unit at $150 so I could cool at least one room of my home as I have illness and animals which require me to have air conditioning. I lived in that room for two weeks. On Wednesday, July 24th, I received a call indicating that “strings were pulled” and the part was available. On Friday, the 26th, a different technician came out to install the part. Upon his examination, he found that the problem was not even the stepper motor, but another part which was assembled incorrectly, thus causing the stepper motor not to work. He got the unit working within an hour. If the initial technician had examined the unit more thoroughly, perhaps he would have identified and resolved the issue on July 11th, preventing all of this. On 8/2/13 I mailed a letter to the company asking that they reimburse the $150 I had to spend to purchase the window unit since this was a result of a misdiagnosis by their technician and a delay in addressing the issue. Perhaps the arrival of the part was out of their hands but they could have done many things to alleviate the situation such as offer to install a new heat pump or provide temporary window units. I did not receive a response. On 8/27/13 I mailed a follow up letter again asking for reimbursement or at least a phone call from their office. I have still not received a response.Desired Settlement: Reimbursement of the $150 I had to pay for the window unit and an apology.

Business

Response:

After reviewing the customer's file and complaint on the new system that had a stepper motor issue. We responded to the service call as scheduled from the customers call. One of our service technicians found that the stepper motor was not adjusting correctly. We ordered the part that day and Trane did not have in local stock but had at the factory. We put a rush on the part and they gave us a ship date which we relayed to the customer. The customer called back a day or two before the date to check on the statics. We called the factory and they informed us there was still a delay in getting the part from there vendor. We then called the field service rep. For Trane in the area and he was able to find the part that was sent to him for training and got it to us. We installed the part and with the new motor working we were able to find another issue with a connector that went to the motor. We fixed that while we where there. I think we stayed on top of the issue from start to finish we had no control over the part being delayed from the factory. With the system still cooling to 75 in the day and 70 at night even with the bad part should have still been mostly comfortable in the house. If there was a complaint to be reported which I think it was handled as quickly as possible on both ends the customer could have reported against Trane and not us I don't see where we mishandled the service of her system.

Consumer

Response:

I have reviewed the response offer 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.The least the business could have done was responded to my complaint when I contacted them twice directly. I did not receive a letter or even a phone call. It should not have taken me filing a complaint with the Revdex.com for them to respond. Additionally what they stated was incorrect. I was told by the second technician that the stepper motor was not dysfunctional at all, that the real problem was the other issue mentioned (which was not diagnosed until the second technician came on 7/26/13) but since they had ordered the stepper motor he said he would go ahead and replace it. Also, the unit only cooled to 75 for the week of 7/08/13. After that, it stopped cooling completely. [redacted]

Review: in 2006 we built an addition to our home. we contracted with brent campbell to install the new addition and my main residence. he installed 2 units 1 for the new construction and a second for our main residence. both are beside each other serial # for the main house is [redacted], the addition [redacted]. the first one has been running with no problems whatsoever! within the first year we had them coming out to service the main house! which I paid for. I have had them out to service this unit 1-2 times per year---while unit 1 NO PROBLEMS!. IN LATE 2011 WE HAD A FAILURE QUIT COOLING, I HAD A HEATED EXCHANGE WITH MR CAMPBELL. HE AGREED IT MAY BE A LEMON AND WOULD SEE WHAT HE COULD DO TO GET A REPLACEMENT. WE HAD THEM OUT AGAIN IN 2012 TO FIX THE SAME PROBLEM. I REFUSED TO PAY THE TECHNICIAN! APPARENTLY THE TECHNICIAN SAID THE FILTER WAS DIRTY--- FALSE WE CHANGE BOTH UNITS ON THE SECOND SATURDAY OF EVERY MONTH!!! I GOT A CALL FROM BRENT I EXPLAINED MY POSITION AND REQUESTED HE GET ANOTHER UNIT! WE HAVE SPENT AN ESTIMATED $2000 ON SERVICE CALLS! I TOLD BRENT I WOULD NOT PAY ANOTHER SERVICE CALL. IN LATE AUGUST IT FAILED AGAIN. I CALLED TO REPORT THE PROBLEM THE LADY ANSWERING THE PHONE ASKED HOW I WOULD BE PAYING, I TOLD HER I WASN'T AND BRENT WAS AWARE OF THIS SITUATION. SHE PLACED A CALL TO HIM, THEN CALLED ME BACK TO TELL ME SHE WAS CANCELLING THE SERVICE REQUEST. our air hasn't worked since! I CALLED TRANE CORPORATION [redacted]. I SPOKE WITH A [redacted]. I reported this them their ticket number is [redacted]. ThanksDesired Settlement: A NEW UNIT!!!!!!!

Business

Response:

After reviewing the complaint and the customer's file the customer had 2 failures in the 8 years that the system has been in. We have been out several times for filters and operation issues. They had a compressor and a capacitor that had to be replaced in the 8 years. We have offered a tune up on the system several times and never has had this done. Also in 2006 we only installed a outdoor unit not a complete system. The customer continued to have issues with the indoor and 8 months later we replaced the indoor. This maybe why the customer thinks we had done more than what we had. The warranty on the system was 5 years parts and 1 year labor. Trane paid 100% of the part and half of the labor which was 400.00 dollars when the compressor failed even though the system was 3 years old and had no labor warranty plus no maintenance Performed since it was put in. Any time the customer called we were always there and serviced the unit. It was not twice a year and we were not out in 2012. We explained to the customer several times that a house kids and dogs plus 2 adults needs tune ups and maint. More than the other house attached that the mother inlaw lives in by herself. When the customer called this year after 8 years of the unit running and said he had no intentions of paying for the service call we could not put on the schedule. This system is 7 years out of the labor warranty and 3 years out of the parts warranty. I think our company and Trane has gone

Above and beyond what expected on this system. The customer went to Trane they called and got the service history and found that was nothing out of the ordinary with what had been done and informed the customer this system is way out of warranty. I don't see why this complaint was made?