Carolina Custom Heating & Cooling

We just purchase a home in August 2015 from a builder that used this company. Well as luck would have it our A/C unit went out on Christmas day with my wife's family coming for dinner. We called the phone number listed on the sheet given to us by the builder. It was Christmas so we did not think we would get a call back that day. I called again the next day, still no response, I then called the builder and got a phone calls with in minutes. The guy advised what we could do to maybe fix the problem but was not going to come out to our home. The person on the phone from Carolina Custom Heating and Cooling said call back if that does not fix the problem. I called back and left a message with no return phone call. I then called a local guy that was at my house within 30 minutes. He added refrigerant and advise the system had a leak. I thank him and paid the man 150.00 dollars. I got a call back Monday when it was normal business hours and was advised they only come out for warranty work during normal business hours. And was told my warranty was going to be void because I used another company. ( I want anyone who reads this to understand they never call me back to uniform me of this information. I was told I had to read the entire home warranty to get this information.) The owner of the company called and set up appointment for Tuesday 12/29/2015 and advised he would call in the morning to set a good time for me. The owner did call but when I could not meet at the time he wanted he advised he would come and check the outside unit. We never received a phone call back and we made contact with him today 12/30/2015. The owner stated the man that came out on Saturday broke our system and he should void our warranty. I advised the owner we had a electric bill from November and it was 180.00 dollars higher than any month we have lived in the house. So, the system was broke ever before "our guy" came out!The owner of Carolina Custom is a lair and does not stand behind his work!Product_Or_Service: August 2015Desired SettlementFor the money we are out for his crapping workmanship. Business Response [redacted],and [redacted] in [redacted] Had an HVAC issue on Christmas Day a 73 degree day (the weather was mild 70 degree'ish all week end)They both called and left msg on the service line, Several calls ,I called and talked to [redacted] and had him reset the Tstats.and call back if he still had issues, and I would come out the first of the week and take care of him.[redacted] called back late the next evening, and left a msg. (I Planed on going out Monday as we agreed ) He then called back Sunday ,Said he had someone already come and look at it.. He said the HVAC guy didn't fix anything just added Freon .I told him I would be down Monday and look ,Even though the warranty was technically Void because someone else worked on it . He ask if I could come Tuesday instead . I agreed and When I called Monday morning he said he would be having Lunch with his wife and would be gone until 1:30 0r 2:00 .( I said nothing about calling as we had an appointment.After arriving in the community I had for gotten the address I called [redacted] in the [redacted] office to get the address which she gave me at 1:41 according to my call log.(I can provide)[redacted] and I arrived and no one was there, so we proceeded to check the outdoor system While waiting on the home owner. We found several huge leaks around both valves and caps (freon was pouring out). We repaired (tighten ) all fittings and caps ? All the leaks stopped . This could have been done by the HVAC people he had work on it.This took us until about 2:10 ,We waited on the home owner until 2:22 then placed a business card in the door loaded the truck and drove to the entrance to the community where we Stopped and talked to [redacted] and [redacted] ([redacted] homes Superintendent and his Boss)for 16 minuets .No one entered the community while we were there.The Home owner was a NO SHOW,During this entire process Saturday though Tuesday between [redacted] and Myself we Talked to either [redacted] or [redacted] 7 times ( (I have call logs to confirm)) also I have pictures of me in front of the House . They were happy until I refused to pay the invoice for the other HVAC company and reimburse them for their electric bill. My phone records show we were in constant contact.My truck GPS tracker shows we were at his home from 1:42 until 2:27, and then moved to the entrance from 2:28 until 2:44I have pictures of myself in front of his home.I can provide witnesses that place us there as well.Consumer Response Once again these are all lies, I can also have the person that sold us the house as a witness to our attempts to make contact with this company. I, as well, can show by my phone records how many times we called versus them calling us. Once our local guy came and fixed the system I advised I did not care if our warranty was voided. We wereNEVER happy with this company nor would I recommend Carolina custom heating and air. My last question to the owner would be if our A/C guy broke the system as this person states, why as soon as cool or refrigerant was added the house started cooling? And during the short periods we ran the heat in November our Electric bill was the highest we have ever had while living in this house? What we would like to see happen on this complaint.We've already paid the money so being reimbursed is not going to happen nor do we expect it at this point. My wife and I would like an apology from this owner and the knowledge that his workers did a less than adequate job on our air-conditioning system. And for the other individuals out there with service with this company have the information about their warranty work and how they operate as a business.Final Business Response First :The People he purchased the home from were in constant contact with ME, during this service call as they are with all service calls. We always Keep records of all communications both with the home buyer and the Builder. Mr. [redacted] has no legs to stand on as to them supporting his argument.I have no way of knowing to whom or how many calls he made, However I would LOVE to compare his records with ours as they WILL both show we Called and Talked with him or his wife Seven times. As the situation has it I personally took the calls over the Holiday to let my guys have off. I am the owner.Second : Again since My guys were off for the Holiday I personally went to this Home MYSELF.I found and repaired the leaks myself. As for what the other company did is only a guess ,HOWEVER leaving valves and caps leaking, that much leaves everything in question.I talked to the home owner ,We agreed I would Come Monday, Not void the warranty and go over the system even though he decided to call a third party. Then Mr. [redacted] called and changed the day to Tuesday We again accommodated him . WE Including Myself arrived on time and even though Mr. [redacted] failed to show ,we made repairs. His warranty was reinstated and will remain Until it times out OR he voids it. Third: Proof: We have GPS records ,We have Phone records and call logs,We have Pictures of myself in front of his home. We have eye witnesses (builder employees) placing us there during Mr.[redacted]'s appointment time.We have witness ( builder warranty office) via phone calls during the visit Placing us there.BOTTOM LINE:We returned his calls .We Serviced his home on the day and at the time HE requested.We reinstated is warranty.We meet or exceeded our obligation's We do apologize for his bad experience and look forward to servicing him in the future. [redacted]