Gary Ahrens Insurance

Complaint: [redacted] I am rejecting this response because:Your characterization of events is not accurate. The was installed and shortly thereafter my electrical panel caught fire. As with this response you are quick to blame others. It was the electrical contractor I hired fault or it was the pool maintenance companies fault that the AC unit which you sold and installed is not working. I did not pursue action regarding the fire since I was unable to determine who was truly at fault. I have lost confidence in what you tell me are the causes of all of these failures. The company that came to look at the unit did not touch it because he informed me that it was under warranty and needed to be resolved by you but that he suspected the condenser was bad. I called him because Mark stated he was at school and could not come and because I do not trust what you tell me. First the switch was bad and flooded my upstairs ceiling. Next it was not working and you stated that it was blocked and you have video. I would like to see the video as I do not accept your position that it was blocked. Mysteriously 2 days later you came back and claimed it was the Drier filter. Was this not replaced when the unit was initially installed. It is my understanding that they last for years. Why did this one fail the unit is just over one year old? I also asked if there was a leak and was told no yet your tech left his tools and what looked like a canister of gas used to recharge a unit. My problem is that this unit is just over 1 year old and has failed not 4 times. Each time your position is that it is someone else's fault. I have known my electrician for over 10 years and I am 100 percent confident that they did absolutely nothing to interfere with the proper functioning of this unit. The unit is working now and for that I am thankful but I would like to see the video of the blockage that you assert was a cause of the unit not working and I would like to understand why a Drier filter just over one year old failed. I would also like to understand why a canister of gas was left behind along with your technicians tools ? Was or is the unit leaking and if not why does it appear that the unit was recharged. Regards, [redacted]

Good morning *** ***,We are surprised that your not please with our servicesFrom our conversation you were very pleased with the install that was performed by Delco AirIn reference to the water leak, this was due to a default in the secondary emergency water shut off switch, which turns the
unit off when water enters the secondary/back up condensate pan to prevent any water leaksThis switch was a defect from the manufacture of the part, not by Delco AirWe replaced the water switch with a different brand and the problem was rectifiedIn reference to returning to repair any damages to the ceiling, we were more than happy to assistHowever, we have contacted you a couple of times for scheduling and have not received a response back. The next call for the air conditioning not operating, we found the outside condenser coil with debris build upThis was due to the filtration system for the pool sitting next to the condensing unit, which has disrupted the debris on the ground and surrounding area during the closing of the pool (which was performed by others)We have a video of the debris build upWe will be more than happy to send it to you just in case you feel that this service was intentionally done.Two days later, you had and electrician come out to install a generator for the houseOnce the electrician left the air conditioning stopped workingWe advised to turn the equipment off to prevent further damage and have the electrician come back to address the problemThe next morning we received a call that the outside condensing unit is making noises and short cyclingOnce again we advised to turn the equipment off to prevent further damage. Once we arrived on site, we found a slight restriction in the filter drier on the exterior condensing unitWe addressed the problem and now the equipment was running at its optimal performance prior to leaving that day.Please keep in mind that the equipment operated fine for two days of the initial visit to clean the condenser coilOnce the electrician performed work, the air conditioning equipment stopped working and was short cycling, which had created this restriction in the equipment.What I am confused about is the threatening emails sent to Delco Air on how we have not responded in a timely fashion to address your concerns and you are going to mitigate all damagesThat you had to call another company to come out to look at the problem and this company advised that the compressor was no goodI would say that a 3-hour response time to address the issue is very goodWe re arranged our schedule to accommodate your needsGranted that we have received calls from you every minutesTechnically since another company has worked on the equipment, we are not obligated to further perform/address any concerns on the unit since the equipment was service by another company (voids the warranty with Delco Air)Since we are an honest company, we went ahead and performed all service free of charge.I would say that this last visit is the first mechanical issue that you hadHowever, please keep in mind that all the concerns you have mentioned were not from the equipment, install, or created by Delco AirThe items of concern were from the water switch, which is and add on item separate from the equipmentThe second visit, maintenance to the pool created debris build up on the condenser not by Delco Air, the third visit, and electrician installed a generator then unit stops workingOnce again not created by Delco Air.I hope this helps to clarify this inaccurate complaint.Thank you*** ***Delco Air

Complaint: [redacted]
I am rejecting this response because:Your characterization of events is not accurate. The was installed and shortly thereafter my electrical panel caught fire. As with this response you are quick to blame others. It was the electrical contractor I hired fault or it was the pool maintenance companies fault that the AC unit which you sold and installed is not working. I did not pursue action regarding the fire since I was unable to determine who was truly at fault. I have lost confidence in what you tell me are the causes of all of these failures. The company that came to look at the unit did not touch it because he informed me that it was under warranty and needed to be resolved by you but that he suspected the condenser was bad. I called him because Mark stated he was at school and could not come and because I do not trust what you tell me. First the switch was bad and flooded my upstairs ceiling. Next it was not working and you stated that it was blocked and you have video. I would like to see the video as I do not accept your position that it was blocked. Mysteriously 2 days later you came back and claimed it was the Drier filter. Was this not replaced when the unit was initially installed. It is my understanding that they last for years. Why did this one fail the unit is just over one year old? I also asked if there was a leak and was told no yet your tech left his tools and what looked like a canister of gas used to recharge a unit.  My problem is that this unit is just over 1 year old and has failed not 4 times. Each time your position is that it is someone else's fault. I have known my electrician for over 10 years and I am 100 percent confident that they did absolutely nothing to interfere with the proper functioning of this unit.  The unit is working now and for that I am thankful but I would like to see the video of the blockage that you assert was a cause of the unit not working and I would like to understand why a Drier filter just over one year old failed. I would also like to understand why a canister of gas was left behind along with your technicians tools ? Was or is the unit leaking and if not why does it appear that the unit was recharged. 
Regards,
[redacted]