Frigid Air

We were out of town at a [redacted] seminar when this homeowner was calling.  We got ahold of the owner and his warranty paperwork was wrong.  We had him under a 1 year labor warranty with a 10 year parts warranty through Trane.  We offered a 5 year and 10 year warranty through trane that...

covers all labor when we did the install back in 2010.  The installer wrote the wrong information on the invoice and the homeowner thought he had a 5 year warranty.  Since the homeowner could not get ahold of us and waited for us to respond to his voicemail we are going to repair the system at no cost to him so that he is satisfied and happy.  Please contact [redacted] so we can close this complaint.  

Thanks

Revdex.com,Frigid air is willing to fix the small air leak where the furnace meets the indoor coil.  [redacted] thinks that the duct work is loose...

in his attic, but we installed a furnace and coil and never touched his duct work.  [redacted] also states we installed the system late?  We had only 2 days to prep for the install and then he called us last minute and changed the install day from Friday to Saturday.  We already had a installed scheduled for Saturday but that was his only day off so [redacted] decided to do the install with the install manager.  We had [redacted] the install manage show up Saturday on time and start the install process.  [redacted] showed up at 11:00 after he went to the first install to get the crew set up.  The install was complete on that Saturday.  The thermostat was not installed because Trane did not have them in stock.   We email [redacted] 1 week later and informed him that Trane had a new thermostat coming out that would work better with the camera and had more features. Frigid air informed [redacted] that Trane would have them in stock in 2-4 weeks and that if he wanted to wait that we would not charge him the up cost of the thermostat.   [redacted] agreed to wait.  [redacted] did go out to his house on Friday  the 28th and found the insulation inside the furnace had fallen into the blower motor and cause the indoor coil to freeze up. This was not a installation issue but a issue with Trane not gluing the installation down. We thawed the frozen coil and then checked the duct for air leaks.  When we left the house the system was cooling great.  [redacted] is asking for half the balance back because we have not installed a $150 thermostat and camera. Frigid air has been in contact with the [redacted] about the thermostat and we have all the emails stating that he would wait for the new one to come in.  Frigid air is willing to install the camera and thermostat and fix any leaks that might be in the attic that is relevant to the installation. If [redacted] does not want us to come out and install the camera and thermostat, then we are more than willing to reimburse $150 for price of the camera and thermostat.  There is know way that Frigid air is going to reimburse $2,300 for a install that has been complete and working properly.

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 my complaint.  For your reference, details of the offer I reviewed appear below.

This is a request to reopen the complaint I have against Frigid Air LLC as the issues I have with them have not been favorably resolved.  Receipt of the complaint on March 20 did make the owner sit up and take notice as he showed up that day and made partial repairs.  He removed some parts for warranty replacement and returned on March 25.  The motor caught on fire, so he had to order another one, and finally returned today, April 2.  The new motor again caught on fire, so my unit is still in a state of disrepair.  As far as the stand being replaced, he claims that he is trying to get Trane to do something about my unit due to the excessive repairs on such a new unit, perhaps even getting a total replacement in which case he does not want to change out the stand until it is resolved with them, as it would mean having to get a crane twice.  Please recall that this unit stopped on December 5, 2013 (for the third time in six months), and I am just now getting any kind of service. 

 

I hope that you will keep my complaint open until you have heard from me that it is completely resolved to my satisfaction.  Thank you.

Regards,

We just received this email about a complaint from [redacted].  We had a tech out there today fixing the repairs.  The system was repaired but we noticed another issue with the indoor motor.  We are warranting the motor out and will have it install on monday.  We are also covering all...

the labor fees and warranty freight for this customer on all the repairs that we have done.

Had a heater issue with one of my systems. [redacted] came out and fixed my heater within 10 minutes and the price was great. [redacted] was friendly and made me feel like I was not getting ripped off.

Frigid air just completed my custom house and they did a great job. procces went smooth and inspections passed first time. love the Trane units they installed. Will use them again in future projects.

We have resolved the issue with [redacted] and her systems is repaired and works properly as of April 8 2013.  We are working with [redacted] and Trane to try to work something out for here, but that has nothing to do with are company, we are just trying to help [redacted] out.  We would like you to contact her and have the complaint closed.

Frigid Air is not a company I would recommend. They installed a new HVAC unit in my home this spring but now that I need to use the heat it doesn't work. It only blows cold air. I have made 6 phone calls and a sent a text message, within the past 2 weeks, to the owner Joe with no response. Now I am finding numerous online complaints about this company.

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 my complaint.  For your reference, details of the offer I reviewed appear below.Sorry response is so late I'm having trouble with my shoulder and have been going to the doctor a lot. [redacted] has promised to fix the ac compressor and condenser and the hole in the ac on Wednesday July 2 only after I had to call [redacted] on the 22 of June because my ac was not working well. The [redacted] tech informed me that [redacted] installed a 3.5 ton until instead of a 4 ton like I specified when I ordered the unit from him in April. We called [redacted] to fix our ac because we called frigid air Memorial Day when our ac froze for the first time and he did not respond to us for two days. Upon [redacted]'s inspection of our unit we came to find out that our ac is 2 lbs of freon low either to a leak due to bad install or under filling at the time of install. [redacted] has still not installed the new thermostat camera and automated light switch. He was supposed to 3 weeks ago on aSaturday and he never showed up. I now would also like [redacted] to reimburse me for the cost of having another company to inspect and properly fill my system with freon. As far as the wrong unit being installed on my house I would like [redacted] to reimburse me 2500 for the wrong unit being installed.

Regards,[redacted]

Absolutely the WORST experience I've had with any company. When they installed the unit, they stated they would be out within a week to inspect the unit, no show. Every time they schedule to come out they don't show up and make up a new excuse. For a YEAR I have been asking them to come out to do their inspection because the unit hasn't run right. Turns out the sealing was broken on one side and cold air has been pouring into the outside. The drain was never even hooked back up! Stay as far away from this clown act as you can.