Double R Heating and Air Conditioning

This issue has been resolved to the best of our ability. We went out to this service call on August 5th and the unit was froze up, so we were unable to work on the AC and get a diagnosis. When the unit thawed, we came back out and the tech found a bad blower motor. The tech ordered the part and it...

arrived in a couple days. He went back out and installed the motor. A few days later the customer called and said the unit was still freezing up. The tech went back out day of, and hooked it up to the gauges that read the TXV was bad. The tech ordered the TXV and it arrived in 2 days, he then went out and installed it. After that the AC was still freezing up so our tech called York Tech Support and spoke with them about the issue for that make and model, they found that we were sent the incorrect motor from the local parts store, as there is no York distributor locally, the only available part for this make and model was on the east coast. There were storms and hurricanes that hit, so shipping was delayed. It was said to take 7-10 business days with an approximate arrival date of September 7th. During the shipping wait the customer was getting frequent updates from the service techs and the office staff on the status of the part. The customer was also given the tracking number to track their motor. It arrived on the 7th and we went out that day and installed the motor, the unit was working properly and all systems checked out. We understand that it was very hot, and this was a major inconvenience for our customer. The customer was only charged for the original motor and labor. As a courtesy for the delay we covered all additional parts and extra labor to install the correct motor. Customer has been called since final service and everything is up and running properly. This was a rare and very unfortunate circumstance. This is not the norm for our company. We want our customers to be satisfied, and come back to us with all their future HVAC needs.Sincerely,Double R Heating and Air