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Florida Cool Today

6143 Clark Center Ave, Sarasota, Florida, United States, 34238-2723

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their lack of repairing the HVAC unit and poor customer service.
A Carrier Infinity HVAC system (Model 24VN948AXXXXX) was installed in September of 2015 in my Florida home. This system automatically sends e-mail notifications when issues arise. In that regard, I received an e-mail on May 18th showing an outdoor communication fault. Florida Cool (Naples, FL) was called Monday morning, May 20th. A technician was to be send that same day. I did not receive any follow up communication, therefore, II called back on Wednesday, May 22 and and was told that a technician would be sent out to the house today. They did dispatch a technician that evening, 2 days later than advised. The technician advised that a new inverter
board was required to fix the unit. I called FL Cool back on Friday May 24th and asked to have a supervisor call me to discuss the on-going problems with the unit. As of today, May 30th, I have not received a call back. I therefore placed a call to FL Cook on May 30th...their staff advised that Dave, a supervisor at FL Cool, would call me back. After not hearing from anyone again, I called at 4:00 this afternoon and was told the part would arrive tomorrow. Again I asked to have a supervisor call and was advised that Dave would call after 5:00. It is now 9:54 PM and I have not yet received a call. Besides experiencing poor customer service I am wholly concerned because this the 3RD INVERTER BOARD REPLACEMENT for a unit that is only 3 1/2 years old. The first board was replaced 8/18/2017; the second was replaced 4/2/2018 and now the 3rd is needed. I have had numerous e-mail alerts for Auxiliary Input shutdown on 10/4/2018, Auxiliary input shut down 11/25/2018, main system no communication on 12/11/2018, inverter compressor internal fault on 2/18/19 and the current outdoor communication fault on 5/18/19. I have additional maintenance records in my Florida residence of service calls for 2015 thru 2017 but my Carrier website only shows 2018 and 2019. We have been customers of Florida Cool for over 10 years but recently have experienced very poor customer service/relations and the need for numerous service calls over the 3 1/2 years of ownership of the system. I welcome your advise as to how to resolve this situation. Because the unit has been installed for only 3.5 years with 3 INVERTER BOARD REPLACEMENTS, I am concerned if this is a viable unit???? Thank you for any assistance you can provide.

Desired Outcome

I don't want to be replacing inverter boards every year and if a replacement is needed to prevent that then that is what I think is needed

Florida Cool Today Response • Jun 11, 2019

I apologize for the customer service Mr. By received. I can offer Mr. to extend out his maintenance agreement for 1 additional maintenance to expire 3/16/2020 instead of 9/16/2019 if he so chooses to accept for any inconvenience this transaction has caused. I am also sorry that he feels the equipment is not viable equipment for his home. I have contacted the manufacturer and expressed Mr. concerns on the equipment as this is the 3rd inverter he has had replaced since the install on 8/31/2015. I am working with the manufacturer to unsure that we can eliminate the need for replacements of the inverter in the future. To help aid in the longevity of the inverter I can offer to install a Surge Protector on the outdoor unit at no charge.

Customer Response • Jun 12, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this at this time, however if another inverter board fails then a different plan will need to be taken.

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Address: 6143 Clark Center Ave, Sarasota, Florida, United States, 34238-2723

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