Carefree Air & Water Management Inc.

We changed our A/C (residential) company to Carefree based on the price. We made a maintenance appointment and at the same time, gave them all the info on the filter needed for our system. We called them the day before the appointment to verify the appointment, and also that they had the filter. They showed up with the wrong filter and advised us that it may take weeks before they could order and install the correct one. The technician advised not to reinstall the old filter, because it was too dirty, so we did not reinstall the old filter. We called their office as soon as the technician left. They admitted that they had the right filter in stock and also admitted that we had given them the correct information when we originally ordered the filter. At first they insisted that they could not deliver the filter anytime soon, but finally agreed to install it the next day, but would only give us a 4 hour window, in the afternoon. They did come more then halfway through the window, and the installation took less then 5 minutes. Because of their negligence, we had to spend most of our day home, when they could have come back ASAP. Instead, they complained about scheduling, when the installation did not take that long, we are not far from their office and it was their error in the first place.

Review: I received consistently bad service from Carefree Air over a two-year time period and thought it would be appropriate to warn others of my experience via online reviews. Since doing that the President Ray M[redacted] has emailed me to say that he would not honor my warranty unless I remove any negative reviews from the internet.Desired Settlement: The warranty for equipment is part of the agreement that I signed with Carefree Air. I paid 18,425 for the equipment, installation, and warranty. If I no longer have the warranty, I would like a refund for that part of the money that I paid.

Business

Response:

I have completed the contract that was signed and paid in full. The customer was satisfied at time of installation. Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[This complaint is about the following email received from Carefree President Ray M[redacted], where he says he will not honor my warranty - "You drew the line in the sand with making a complaint about us. The first thing you have to do if you want to keep this civil and communicate by phone is stop berating us and take all negative comments off line. You have a warranty with us and I want to honor it, but it wont be honored with and bad energy between us."The response did not even address the complaint.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

This company should not be accredited by the Revdex.com. President Ray M[redacted] and Vice President Jeremy C[redacted] are two individuals who hold themselves to a very low ethical standard and are of extremely poor character. President Ray M[redacted] came himself to my home in response to a drain hose becoming disconnected from my ductless unit. Ray brought no tools with him and in no way attempted to help the situation. The only thing he suggested was that I cut my wall open in the obviously wrong location to locate the other end of the drain. Even though Ray did not possess the mental capacity or the tools to get the job done, he still charged me $5 per minute - $150/half hour - for the "service" that he provided. When Ray left and I opened my wall myself in the correct location, I found that the drain hose that was running from my heat/ac unit was 2ft too short to have ever been connected to the piece of drain pipe that was coming through the floor and out of the side of my house. This means that someone rain a drain that was emptying straight into my wall cavity. Then later, someone poked a piece of drain pipe up through my floor to make it look like it was actually connected to the unit upstairs. I called to tell Ray that he should come and inspect the quality of work to see if it was up to his standards, but he never responded to my call. I assume that is why the call themselves "carefree". I wish this was the only thing that went wrong. I was repeatedly over-charged and double-charged (lucky I keep all paperwork). Jeremy attempted to charge me $700 for thermostats that were already paid for. Jeremy also tried to charge me $250 extra, above the agreed upon price in the contract for the installation of a mini split unit. Ray M[redacted] refused to deliver and install a piece of equipment that was paid for without me agreeing to them doing more work and paying for that work in advance in cash. The unit that I had already paid for, with installation, was still not installed in the way that we had initially agreed upon. Neither Ray or Jeremy answer phone calls or emails. In fact, if they answer your phone call by mistake, they will quickly transfer you without a word. I could go on an on about the 4 of six drains that needed fixing, the tech that walked off with $100 worth of wire and failed to return it for two weeks, but this would all take away from the main point. That point is that this company is an awful company because the two individuals that all business runs through are awful people.