Cowboy Installers A/C Heating

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve myThe records indicated in your response are correct in terms of the date of events that occurredHowever, in the response we received from their technician was merely a deflection of responsibility of the issue that we now have, after the new AC unit was installed by Cowboy InstallersThe previous unit we had performed well since we purchased the home in until its sudden failure in So nearly years & not once did we have this type of issue with the water improperly draining from the unitCondensation caused by the unit is supposed to have a sufficient system installed to drain the waterIF there are any issues with clogged plumbing, the drainage system should then backup & begin draining into the emergency drain pan which sits under the unit in the atticThis is not currently happeningRather, the water is leaking into the walls of our home from the attic and down to the first floorI realize that their technicians are not plumbers however, the drainage from the AC should always be installed in a manner that prevents this sort of thing from happeningCurrently, there is a defect in how the AC drains its condensationThis IS the responsibility of the AC company to install this critical piece to the system and ensure water drains into the emergency drain pan in the event there is an obstruction of some kind in the initial drain pipeWe have experienced clogged drains, sinks, etc which did not result in this destructive water overflow/leakSo the statement made by the technician that this was the homeowners plumbing issue is not validThis has now occurred twice since the new unit in was installed, and has caused damage to drywall in several rooms and damage to wood floorsWe have been stuck with this problem since then and did not wanted to modify drainage pipes connected to the unit in any way out of fear that the system's warranty would be voidedNow that this recent occurrence has happened, we feel the need to speak out in efforts to have something done about the problem we have been experiencing since the new unit was installedIt's our resolve to have the issue cured & damages covered by the company who installed the systemAs stated before, this is a NEW problem/issue as a result of the new unit installationWe are willing to negotiate a solution that both are satisfied with Regards,

Sent: Monday, May 22, 11:PMSubject: Response to Case # [redacted] - Cowboy A/C & Heating Services To Whom It May Concern: We are writing this response in regards to complaint ID # [redacted] , related to [redacted] ** In November we sold and installed Mrand Mrs [redacted] a new ton hvac system In July the customer contacted us stating they had a water issue and they thought it was relating to the hvac unit in the attic We sent a technician out and found that our hvac drain line that ties into their sewer line in the attic was clean and debris free At that point we informed the customer that it was in their sewer line which is out of our control and that they needed to contact a plumber to come out and check their sewer line After the July visit we never heard anything else from the customer Fast forward years April the customer contacted us stating that their air conditioner wasn’t cooling We sent a technician out and he found that they had a bad capacitor Our technician replaced the capacitor under their part warranty and got the system cooling again During that visit in April a water issue was never mentioned One would assume that if it was still an issue and the customer was willing to call us back out to fix the bad capacitor they would have mentioned the water problem Or if the water issue returned after the April visit they would have contacted us regarding it The first we heard about this water issue again was when Mrs [redacted] went on our [redacted] and attempted to slander our company We would be more than happy for the owner to go back out and check this again and if it is our issue we would be more than happy to fix our mistake, but if it is a plumbing issue as we stated to the customer in July the customer will have to contact a licensed plumber We have been in business for well over years and have never had this type of issue as customer service is our top priority If you have any questions I can be contacted at 281-413-Sincerely, Crystal [redacted]

Sent: Monday, May 22, 2017 11:39 PMSubject: Response to Case # [redacted] - Cowboy A/C & Heating Services   To Whom It May Concern: We are writing this response in regards to complaint ID # [redacted], related to [redacted].  In November 2013 we sold and installed Mr. and Mrs....

[redacted] a new 4 ton hvac system.  In July 2014 the customer contacted us stating they had a water issue and they thought it was relating to the hvac unit in the attic.  We sent a technician out and found that our hvac drain line that ties into their sewer line in the attic was clean and debris free.  At that point we informed the customer that it was in their sewer line which is out of our control and that they needed to contact a plumber to come out and check their sewer line.  After the July 2014 visit we never heard anything else from the customer.  Fast forward 2 years.  April 2016 the customer contacted us stating that their air conditioner wasn’t cooling.  We sent a technician out and he found that they had a bad capacitor.  Our technician replaced the capacitor under their part warranty and got the system cooling again.  During that visit in April 2016 a water issue was never mentioned.  One would assume that if it was still an issue and the customer was willing to call us back out to fix the bad capacitor they would have mentioned the water problem.  Or if the water issue returned after the April 2016 visit they would have contacted us regarding it.  The first we heard about this water issue again was when Mrs. [redacted] went on our [redacted] and attempted to slander our company.  We would be more than happy for the owner to go back out and check this again and if it is our issue we would be more than happy to fix our mistake, but if it is a plumbing issue as we stated to the customer in July 2014 the customer will have to contact a licensed plumber.  We have been in business for well over 15 years and have never had this type of issue as customer service is our top priority.  If you have any questions I can be contacted at 281-413-8008. Sincerely, Crystal [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve myThe records indicated in your response are correct in terms of the date of events that occurred. However, in 2014 the response we received from their technician was merely a deflection of responsibility of the issue that we now have, after the new AC unit was installed by Cowboy Installers. The previous unit we had performed well since we purchased the home in 2006 until its sudden failure in 2013. So nearly 8 years & not once did we have this type of issue with the water improperly draining from the unit. Condensation caused by the unit is supposed to have a sufficient system installed to drain the water. IF there are any issues with clogged plumbing, the drainage system should then backup & begin draining into the emergency drain pan which sits under the unit in the attic. This is not currently happening. Rather, the water is leaking into the walls of our home from the attic and down to the first floor. I realize that their technicians are not plumbers however, the drainage from the AC should always be installed in a manner that prevents this sort of thing from happening. Currently, there is a defect in how the AC drains its condensation. This IS the responsibility of the AC company to install this critical piece to the system and ensure water drains into the emergency drain pan in the event there is an obstruction of some kind in the initial drain pipe. We have experienced clogged drains, sinks, etc which did not result in this destructive water overflow/leak. So the statement made by the technician that this was the homeowners plumbing issue is not valid. This has now occurred twice since the new unit in 2013 was installed, and has caused damage to drywall in several rooms and damage to wood floors. We have been stuck with this problem since then and did not wanted to modify drainage pipes connected to the unit in any way out of fear that the system's warranty would be voided. Now that this recent occurrence has happened, we feel the need to speak out in efforts to have something done about the problem we have been experiencing since the new unit was installed. It's our resolve to have the issue cured & damages covered by the company who installed the system. As stated before, this is a NEW problem/issue as a result of the new unit installation. We are willing to negotiate a solution that both are satisfied with. 
Regards,