Carroll Plumbing & Heating, Inc.

Review: Carroll Plumbing provided AC service on 5/31/16 for our 3 yr old AC unit that was not cooling . Carroll Plumbing diagnosed a faulty compressor and replaced the compressor on 6/2/16. The unit failed to cool . On 6/2/16 a return call was made and the diagnosis of a faulty TXV valve. On 6/3/16 the valve was replaced, refrigerant replaced. (The unit still did not cool.) On 6/15/16 a follow up visit was made-adjusted fan speed and all coils, ducts and filters checked and determined ok--servicer told us that we should get an additional unit for a second zone and they could provide the installation work. (This despite the fact that historically the unit had provided cooling for set temperatures for 3 years perfectly fine and 4 tons did same for 18 yrs prior). On 7/15/16 [redacted] were called for a second opinion. They determined the system was "overcharged" --Carroll Plumbing was called back to correct as they overfilled the unit with coolent and sset temperatures incorrectly.

Carroll Plumbing told me nothing more could be done to provide cooling. I called James River to get their opinion- they replaced a frosty TXV valve and placed a new coil in thinking there was a block in the line because not enough coolant was getting through (July 15-29th). By August 15th James River sent their top technician to examine head to tow the system, he noticed the serial # to the compressor looked odd . He confirmed with [redacted] that the compressor was the wrong size for the 4 ton unit and only provided half the BTUs needed to work on the 4 ton unit. Carroll was contacted and they replaced the compressor with the correct one and the system is cooling now at set temperatures. My family has spent2.5 months in excessive heat conditions without ac service in addition to spending $3,2009.00 on labor and services that would not have been needed if the correct compressor was installed initially. To date I have received no compensation for this fiasco and am out $3,209.00Desired Settlement: I wish to at least be compensated 3,200.00 in labor fees due to services to determine problem as a direct result of Carroll Plumbing's negligence not to mention time off from employment required to determine thenorigin of the problem caused by the wrong compressor being installed.

Business

Response:

Mr. & Mrs. [redacted], Thank you for your Revdex.com letter alerting us to the compressor issue you experienced this summer. I am sorry you have been subjected to such a frustrating series of events. As you know, we pride ourselves on responding to customers' concerns very quickly. We do appreciate the opportunity to troubleshoot the “No AC” call we received May 31st. After diagnosing a condemned compressor, we did what all reputable companies do and that is to call the manufacturer to verify, with the help of technical support, and offer the [redacted] representative the serial and model number of your system. They approved the warranty on the compressor and sent the replacement compressor, filter drier, and capacitor on [redacted] Order# [redacted]. We replaced that compressor with our quick consideration and effort, on June 6. We were also prompt to your second call on June 2nd, I am sorry to add, that the faulty TXV may well be the reason the compressor failed. Many manufacturers across the board are having issues with TXV's, sadly that is not something that could be diagnosed until after the compressor was replaced. We welcome the opportunity to earn our competitors business. Since we have not serviced your HVAC equipment before we are not familiar with how well (or not) our competitors equipment or installation worked for you. We did have one follow-up service call on 6/15/16 for the “AC not keeping up”, but as soon as we received the call we sent a tech out to determine the issue. At that time we found that the system was performing as best it could, and our technician did make a recommendation that a second system would help, which is why we did make that recommendation. We value our relationship with [redacted]. It is unfortunate that they sent the wrong compressor, which I believe to be an honest mistake from the manufacturer, and not necessarily a workmanship issue. Yes we presumed that the Manufacturer sent the right product, they did not. The system was charged to manufacturers specs and according to length of line set and outdoor temperatures. We were also prompt to respond to your phone call on June 15th to come out and check the temps, fan speed, etc and adjusted according to the existing conditions. We did not presume that the wrong compressor was installed; our effort again was to optimize your system not knowing the standard of how it operated in the past. At no point did we recommend to you, to install another TXV. We were pleased to come out to adjust the refrigerant pressures after you called James River (7/15/16) and they noted the system was overcharged. So we pulled out the refrigerant and weighed in another factory recommended charge. We now know (by way of your Revdex.com complaint) you were disappointed and that you did have the original contractor back, again on July 15. Knowing the issues many manufacturers are having with TXV's, yes maybe, another TXV was bad. At no point did we recommend or see an issue with the TXV, or the indoor coil. Our competitor assumed, as we did, the new compressor was the proper size. However our competitor eventually did discover the erroneous manufacturer’s part, as we would have also, long before replacing the indoor coil and another TXV. Again, once you notified us, we were extremely quick to respond and resolve the error that [redacted] sent the wrong compressor. We placed a call into [redacted] Mid-Atlantic and talked with Craig Cebula and he determined that the compressor originally ordered on 5/31/16 was in fact incorrect That said we are and have always been in the business of doing what is right. We have not billed you for anything except the labor to install the original compressor and TXV, a cost you would incur no matter who performed the work. We are pleased to discuss extending credits that will be afforded to us via [redacted] and some goodwill for your inconvenience. Sincerely, Jeff W[redacted] HVAC Supervisor

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

I am writing to inform you that complaint #11684705 has been resolved to the customer's satisfaction.

Our main line on our house has been leaking into the yard since Monday this week. We called Carroll Plumbing Tuesday morning and they said they would call us later in the day. They never called us back my husband ended up calling them and they said they were backed up which we said okay we understand. The next day they still did not come or call back. It is now Friday and we still have not heard back from the company. At this point we have given up on them and called someone else's do they are coming on Monday but this now means we have gone a whole week with water leaking into our yard. We definitely did not seem like a priority to them which means they must not need our business. Will never call this company again!