Chas Roberts Air Conditioning, Inc.

September 10

10pt; font-family: Arial, sans-serif; letter-spacing: 0.05pt;">,2015
 
Regarding Complaint ID: [redacted]

 
 
Dear Mr. [redacted],
We are in receipt of your complaint regarding concerns with the above-mentioned property. Unfortunately,at this time, our Tucson Division is extremely busy,and our first available appointments
are regrettably a couple months out. We certainly understand your frustration with not being able to
obtain an appointment,and we do regret we were not able to provide you service in the time frame you were seeking. However, you do not currently have any warranty with Chas Roberts. You do have a manufacturer warranty,which any licensed contractor will be able to honor.
 
We do want to address the information you stated you received from another contractor. You indicated that the other company had said the evaporator coil was oversized and causing issues with holding temperature in your home. At the time you purchased your equipment the system was an AHRI certified matchup (Air-Conditioning,Heating & Refrigeration Institute). Your equipment was a 16 seer rated piece of equipment by the AHRI with a reference number of 4175787. This rating means that it was a matching system that was accepted and registered by the AHRI. The AHRI develops industry performance standards for air conditioning equipment, and their standards are used through the global industry for tax credi t  rebates,power company rebates,etc. I have included a copy of the correspondence I have received from AHRI  indicating your equipment was a certified matchup.
 
Again,we apologize an appointment was not available to you in the time frame you wished and hope the attached correspondence from AHRI relieves your apprehension about the equipment you purchased. It was a matched system approved by the AHRI.

Dear [redacted], We are in receipt of your complaint regarding the above-referenced property. Since receipt of this complaint we have been in contact with you and have had a service visit scheduled to your property. Upon review of your warranty issue, as discussed with you on the phone, June 8th*...

[redacted]. In 2008, the price of a Ten-year Chas Roberts warranty was $750. Your equipment was placed in to service in 2006, so at the time you purchased your equipment, you were two years into its lifespan. The invoice you provided with the documentation of purchasing the equipment indicated you paid $595, which would have been the prorated amount for the balance of the eight years that was to be covered by this warranty. As discussed, we will go ahead and honor the Ten-year warranty due to the confusion on your purchase invoice. This warranty will expire [redacted]. Please note that this is an in-house Chas Roberts warranty and will only cover work completed by Chas Roberts. This will not cover work completed by another contractor or regular maintenance. Respectfully,

Daniel was professional and helpful concerning our A/C unit. We are thankful for his expert advice. Chas Roberts is a solid and honest company, and the CAP program (maintenance) is something we invest in and recommend to others.

Hector was great!! Great customer service.

I have used several A/C companies over the years and this is one of the least trustworthy or concerned about their customers. My newly built home was left with a partially installed A/C system by this vendor. I moved in Jan 1 2016 and decided to pop on the A/C a couple months later on one of those warm days we get sometimes in March. The A/C was not cooling the house after an hour so I went outside to discover a loud grinding noise coming from my new A/C unit. I immediately turned off the A/C and called Chas. A rep came out and found that the condenser unit valve had not been opened so the system was running without being able to do any circulation to the evaporator unit. He also found that the ducting in the ceiling had not been connected and that the installation tech had marked that there was a large leak in the system but had done nothing to correct the issue. This was strike 1 against the trustworthiness of this company. The tech repaired the leak he found, finished the installation of the unit and the A/C began to work. I am still concerned that running the unit in the half installed state caused damage to the condenser unit but Chas did nothing to investigate. A month later the A/C stops working again. Chas comes out next day and finds that a fitting outside on the condenser line was not tightened enough and all my freon and oil had leaked out. Chas tightened and filled the unit cooling resumed. Once again I am concerned that letting the unit run for a day without coolant and oil could have damaged the compressor but Chas does not seem concerned. Strike 2 against the trustworthiness of this company. These are machines that require lubrication. The unit may continue to function but Chas Roberts poor installation could cost me years off operation and labor bills to replace a compressor, dryer, and filter later on that may have lasted the warranted lifespan with only routine maintenance. That brings us to yesterday 6/29/2016. My home is at 80 degrees and the A/C is on set to 78 and it is not cooling down. After some time I hear what sounds like my irrigation system watering the yard (it shares the same wall as my A/C unit). It's loud enough for me to go outside to see what's going on. The A/C is making a loud grinding noise like something is stuck in the compressor or there is some restriction. I call Chas to tell them about it and schedule service so my unit does not suffer more damage than it already has. Chas schedules me for Friday (3 days later). If there is an issue with the machine that could cause damage waiting 3 days to let it continue is not a good idea but at this point I am not 100% sure the unit is not working so I agree to have them come out between 1PM and 4PM Friday. I have never waited on an A/C company during a warranty period for 3 days. Two hours later and the home is still not cooling beyond 80 degrees so I call back Chas and let them know the unit is not cooling (this is at 6PM). Chas tells me that they cannot get to me until tomorrow sometime. They have no ETA, appointment. The phone representative is dismissive. I set my thermostats to 74 degrees so the unit limps along overnight. At some point whatever was making the noise in the unit goes away and overnight the unit cools to 74. Not knowing if I still have an issue or if the unit self corrected I cancel the emergency call (people with zero cooling are way worse off than I am at partial cooling). I am going to monitor the system to see if I need to schedule a check. I have reached out to my builder and suggested they consider a different sub since Chas's work has been so shotty. I am also contacting my other A/C company to see if they can take over service so I no longer have to deal with Chas. There is no way to go back in time and undo damage done by running a partially installed A/C system. These "ghost" type issues are the worst kind of problem because they are almost impossible to diagnose. The only way I would trust this A/C unit at this point would be to replace the condenser unit, ensure the internal coils are clear of any debris, and reset the system to factory specs. If there are compressor shavings floating through the unit it will not operate efficiently and if there are enough to clog up the filter the unit will perform even more poorly. The unit may still function but will not come close to the SEER value it is rated for. Thanks for nothing Chas.

Very prompt ,professional and very honest in the repair. Highly recommend.

I am posting this complaint against Chas Roberts Air Conditioning Inc. in regards to the handling or miss-handling A/C unit. For the last three months now, I have had an Chas Roberts repair person to my house for the same issue. Each time I have been told that the issue is now resolved, but like clock work, the next month I am on the phone with Chas Roberts again for the same repair issue. Also, to make the situation even worries, each time the part needed to make the repair has to be ordered prolonging my wait even longer. I have asked to speak with a supervisor and been told over and over again that he will contact me, which to date has not happen. As of today, I am back in the waiting mode to get my unit repaired again.

Aleks was very friendly and great with my kids. He genuinely seemed concerned and fixed the issue as soon as he was able to.

I recently had warranty work done on my Trane unit. The technician said it was possible that the thermostat was defective and he would order a new one. 1 to 5 business days to receive the new one he said. Turned in to allmost 3 weeks with no contact. When he came back he installed the thermostat. I received no box no paperwork for the unit. I later found out it was a used thermostat last registered in a different city. So that explains why there was no box or paperwork. I also never received my new return they were supposed to install when they returned to fix there installation issues. I bought the crew pizza and drinks on my install day thinking they would do a good job for me instead they took shortcuts that led to repairs at a latter date. I will say the staff is friendly and curtious and cleaned up after themselves. If I paid for a new thermostat I should have a new thermostat. If I paid for a new return I should have a new return.

Service person was prompt and knowledgeable. Friendly and very professional.

Luis was prompt, courteous and worked diligently to find the source of the leak in my yard. He discovered the water was coming from the HOA cul-de-sac landscape area and surfacing in my yard. His documentation will help me recover my expense of this call. Thank you. Pat Harman

We've used Chas Roberts to service our HVAC for 2 1/2 years now and they've given us great service. It's hard for us seniors to take our filters out and clean them, and the service tech that comes out from Chas Roberts does it for us. The service tech that came out his time was a friend of my nephew that we already knew and so that was a nice surprise.

Chas Roberts was the original installer when we purchased our home from [redacted] in Jan. 1997. I have always used them for a routine inspection in fall & spring and have had wonderful service....only some minor & inexpensive repairs in 18 year!!!! Their servicemen are always very polite, pleasant and efficient.

Chas Roberts installed my unit and has been the only company to service it. I received a call from Dan, the technician telling me he was 30 minutes out. He completed a thorough inspection explaining what he was doing . He put on booties when he came inside. A very pleasnt man who provided outstanding service. Dan is a good representative of the company.

I had a large hot water pipe leak under the slab of my rental house. I thought it would require using expensive equipment to locate the leak, dig up the slab at that point, and then repair the leak and take many hours or days. Luis (technician #9366) from Chas Roberts came out to investigate and give me an estimate on a Sunday. He said he could just run a new line from before the leak in a bathroom wall, up though the attic to the outside wall to the kitchen sink all in one day. He was able to rearrange his schedule to come out the next day and finished the job in less than five hours. He only had to cut three small holes in the bathroom dry wall to fish the new PEX tubing through the wall into the attic and down the wall to the kitchen sink pipe. He climbed around in the attic twice to finish the job. There was no way I could have figured out what to do and then do it to fix this leak. I really appreciated how professional, knowledgeable, and courteous Luis was to quickly repair this potentially devastating situation. I believe the renters appreciated his efforts too. This is the second time I have used Chas Roberts to repair a plumbing problem and have been completely happy with the service. Thanks Luis and Chas Roberts.

As a thirteen-year customer of ChasRoberts' Maintenance Service, they have always sent a capable and courteous technician who is professional in his work and respectful of my property. I never hesitate to renew my maintenance agreements.

The Tech was on time, took care not to damage walls with ladder and put on booties before entering the house. He explained what he did and changed a burnt out light bulb in the attic. I continue to be a very satisfied customer.

Review: In August 31 2015, I have contacted ChasRoberts office and spoke to supervisor-[redacted] about installing "filter drier" of my air conditioner in backward. [redacted] asked me to send him pictures of works done ( replacement of filter drier installed in wrong direction by ChasRoberts) and repair invoice from [redacted]. I sent him a few pictures and invoice of repair service as he requested.

Below I attach [redacted] email and I still have not received response with compensation from ChasRoberts as he promised.

From: [redacted] Sent: Monday, August 31, 2015 8:11 AM

To: '[redacted]'

Subject: RE: [redacted] we spoke on the phone earlier. I expressed your concerns

to my general manager and he is wanting to look into it for you. He has

requested pictures and the service ticket from the other company. If you can

send these I will pass them along for review. Thanks [redacted]

I would like ChasRoberts pay for the cost of replacement, the amount of 500 dollars as invoice from [redacted] said.Desired Settlement: Pay for the cost of labor to install new filter drier in correct way by [redacted], the amount of 500 dollar from the invoice I sent to [redacted], the supervisor from ChasRoberts.

Business

Response:

Please find attached the response to complaint [redacted].

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action ( A refund of 85$ diagnostic fee) and, if it does, will consider this complaint resolved.

Regards,

Business

Response:

We are in receipt of your complaint regarding concerns with the above-mentioned property. You have requested that we compensate you for the repair completed by another company. I have enclosed a copy of our service ticket from June 15, 2015, as well as the copy of your service ticket from the other company dated August 8, 2015.You equipment was installed in 2006. Your equipment had a one year labor, five year parts, and the standard two years for workmanship. This was a brand new home at the time of purchase. In October of 2006, we went out to your property for a no cool, and you were not home. On August 1 2007, we were called out to your home for an air balance. Chas Roberts has not performed any service or maintenance on this equipment since 2007.On June 14th, 2015, you called in indicating the equipment was not cooling. We sent a technician out to the property who then diagnosed an issue with your TXV (Thermo Expansion Valve) on the Air Handler(indoor unit). At this time your system had no warranty for parts, labor or workmanship. You declined the repair and indicated you would get quotes from other companies. First and foremost, we want to make it clear that although the filter drier was found to be reversed, it did not impair the function of the equipment, nor did it cause the issue with the TXV on the indoor unit. Your equipment has had no service or maintenance by Chas Roberts for the past 8 years. Chas Roberts would have no idea what has occurred with this system in that time frame as we have not been out to the property since 2007. In addition, your system has apparently run without any issues for eight years,which is well outside any workmanship or warranty period. Again, the filter drier would not cause the issue with the TXV on your equipment, therefore, we cannot compensate you for the cost to replace the TXV by the other company. We understand that you were frustrated that no one contacted you regarding your request for compensation for the other company's repair, but per your verbal conversation with [redacted], contact would be made if there was a change in status to your request. Your request to have us cover the part you had another company install was not something Chas Roberts was willing to do as you had no warranty, and the filter drier had zero impact on the failure of the TXV on your equipment. Chas Roberts stands by our work. Although your install is over nine years old, out of warranty, and has run without any issues for the past eight years per our service records, we will offer to refund the diagnostic fee of $85. Since you chose another contractor to complete the repair we recommended, we cannot compensate you for that. [redacted] Vice President Residential Sales and Service

Very pleased with service.

Today we again had our air conditioner/heating unit checked by Chas Roberts. The service was excellent as it has always been with this company. Jose was great to work with and he kept everything clean as he worked. Chas Roberts is a great company.