Canadian Residential Inspection Services (NW)

The ADP coil is a matched evaporator coil used by many manufacturers.  That coil allowed for higher efficiency so that end users could apply for Fed Tax Credits and Utility rebates.  The ADP coil information is listed on your invoice so it should not be a surprise to you.  The ADP coil was tested by the Dept of Energy and assigned an ARI certificate in compliance with Federal Law.Your labor warranty is over and has been over for many years.  You'll need to pay for labor and refrigerant to have you coil replaced, the part itself is under warranty.  Our offer was to modify our labor rates and refrigerant costs to minimize the impact to you and your response was that it would have to be at no cost.  Having refused our offer,  you'll need to go elsewhere for your HVAC services from now on.  As for a Service Technician who told you that we knowingly installed a coil that would fail in 5 years, I don't know what to say to that.  How someone could know such a thing is beyond me. Rheem evaporator coils did have a large failure rate for serveral years, and there is a class action suit aimed at the manufacturer.  However, your coil is not part of that suit.

The complainants HVAC system was installed in 2011.  The mfg warranty for parts varies from 5 years to 10 years depending on model and whether it was properly registered by the customer.  The labor warranty is 2 years from date of installation and that warranty has since expired.  We...

offered to replace the item at a reduced cost, the customer refused and insisted that all repairs be done free of charge. All of the other details of this complaint are either unsubstantiated, undocumented, or third party hearsay. This system is still operational, repairs are needed and he has full access to all authorized mfg repair companies.  We do regret that our customer is experiencing this issue, mfg warrantees are intended to protect the customer for a period of time, past which all repairs become the customers responsibility.

We have no knowledge of the latest iteration of Ms [redacted] complaint. Her statements about the previous complaint are not correct and we have explained that to her numerous times. The damage to her flooring was the result of a cracked PVC fitting and nothing more. That fitting was old and began to leak, it was ultimately found by us and repaired. Any drain safety device that had been installed in the system would not have prevented this issue. The last time we visited to investigate a no heating call we found a misfeeding outside thermal expansion valve, and there was no charge for that service call. After that, we have had no contact with her and no knowledge about who did any further repairs or what they were.  We have done our best to help her to understand what happened, but sadly she will not let this go.  This was not the fault of our Company or its technicians but an unfortunate occurrence due to an old PVC fitting that was no part of any installation or repair that our Company has ever done.Tell us why here...

Correction to Mr. L[redacted]'s response: There was not a cracked fitting on the condensate drain line nor is there four feet of pipe, the line was plugged causing the condensate pan to over flow. If the condensate overflow safety switch in which we paid JR Perkins to install was properly wired, it would have shut the system down and prevented damage to the floor. We have pictures as proof of the flooding and the switch wiring. After multiple attempts to rectify this situation with Mr. L[redacted] with no resolution, we will now be taking action with the Arizona R.O.C. and bonding insurance.In addition, the system went down again in October 2015 and would not heat. In good faith, after all of the issues with JR Perkins we called them out again. After Mr. L[redacted], the owner, came out and miss diagnosed the issue we got a second opinion. Mr.L[redacted] then quoted us over $900.00 to replace the outdoor TXV. The actual problem was a leak on the refrigerant liquid line on the indoor TXV which JR Perkins had recently replaced and welded in September 2015. It appears JR Perkins is totally incompetent in HVAC and customer service. The repair with refrigerant was $300.00.  One third of the cost of JR Perkins. If we would not have consulted a second opinion we would have over paid another $900. We would still have no heat or resolution to their poor craftsmanship that ruined our hard wood floor.Thank you,[redacted]

I do not see any offer of settlement in this response, nor the exact estimate to replace the coil.  I have sent the owner, Mr. Rich L[redacted] two emails for follow up yesterday and have not had any response.  This is after he ignored my calls for four months and hung up on me earlier this week.The evaporator coil in question was defective upon installation (as noted by the JR Perkins tech on 10/19/15) and company owner by phone a week later) and was not properly identified until after they had conveniently passed their warranty period, even though they were replacing other like units around Phoenix that had also failed.  In addition, the company owner has referred me to Rheem and a Rheem class action suit for resolution, but it turns out that I was not given a Rheem coil, rather one made by a company called ADP.  Was the ADP coil a cheap generic substitute used to save money by not making the complete system Rheem?  I am now concerned that my entire A/C warranty is at risk due to this subtle deception of the customer.  In the JR Perkins contract it clearly states: "if the compressor fails within 10 years Rheem will replace the condenser, IF PAIRED WITH A Rheem coil and if it's the original purchaser".  So am I to read this to mean that my entire A/C unit warranty is invalid because they slipped in a generic evaporator coil to make more profit?So, what is your offer of settlement?