We are sorry that a customer was disappointed by our service We have issued a full refund and wish that we could have settled this with the customer personally We encourage communication with our customers and strive to make our customers happy Our service manager reviewed the complaint letter and the original service ticket issued on May 20, for the problem reported by the customer of their heat pump system freezing up and not workingThis explanation may be a little technical but we will try to explain The technician reported that after analyzing the system, he added lbs of Freon to achieve correct subcooling but was unable to get a reading for the superheat A typical system will require 15-degrees of subcooling and 10-degrees of superheat Subcooling is the method used to tell the amount of Freon in the system and superheat is used to inform the technician about the airflow on the outdoor unit as well as prevent liquid from entering the compressor When he was unable to get a reading for the superheat, he inspected the air flow inside the home and found the ductwork was not sized correctly to achieve proper airflow He reported the ductwork was too small and causing air restrictions and strain on the heat pump system The return (where air leaves the home and enters the ductwork) was too small as well as the supply trunk line (the main ductwork line running under the house) and there were not enough runs (flexible ductwork lines that deliver air from the trunk to each room) This causes the heating and cooling system to strain, pushing air thru pipes that are too small and will eventually start to cause failure of parts, compressors, and eventually the entire system Our service technicians were originally trained in our installation department so they know how to size ductwork for homes to function correctly and at peak efficiency [redacted] worked as a lead installation mechanic for over five years and has been a service technician for several years When he inspected the system and found no superheat reading, he explained to the customer that this could have caused fluid to be pulled into the compressor and could have contaminated the system with the past repairs (the $in repairs done, compressor changed by another company) We recommended a changeout of a new system since this system is nearing the end of an average lifespan of a heat pump and has been stressed from the too small ductwork This was only a recommendation The system was working when we left but we believe the customer will continue to have problems with this system, including freezing up and eventually equipment failures The $spent on repairs will extend the life of her system, as [redacted] told her, but without correcting the air restriction problems, the benefits will be greatly shortened and the system is still operating inefficiently I am sorry that we did not diagnose the original problems where that $could have been applied towards a brand new system that would last ten more years and make the home much more comfortable with proper air flow, cooling, and heating Our technicians are trained to look at the entire system, not just look at initial readings [redacted] diagnosed the air restrictions in this system were due to improperly sized ductwork, not dirty ductwork The Freon that was added to the system by our technician was to try to correct an imbalance already in the system Air Flow must first be fixed and then adjust Freon levels, not the other way around.I assume that [redacted] performed the original work on the system, but if not, I'm not sure why our company was called to followup on $in repairs done by another company a few days before We wish you well with your repairs and your heating system Please let us know if we can be of service in the future
We are sorry that a customer was disappointed by our service We have issued a full refund and wish that we could have settled this with the customer personally We encourage communication with our customers and strive to make our customers happy Our service manager reviewed the complaint letter and the original service ticket issued on May 20, for the problem reported by the customer of their heat pump system freezing up and not workingThis explanation may be a little technical but we will try to explain The technician reported that after analyzing the system, he added lbs of Freon to achieve correct subcooling but was unable to get a reading for the superheat A typical system will require 15-degrees of subcooling and 10-degrees of superheat Subcooling is the method used to tell the amount of Freon in the system and superheat is used to inform the technician about the airflow on the outdoor unit as well as prevent liquid from entering the compressor When he was unable to get a reading for the superheat, he inspected the air flow inside the home and found the ductwork was not sized correctly to achieve proper airflow He reported the ductwork was too small and causing air restrictions and strain on the heat pump system The return (where air leaves the home and enters the ductwork) was too small as well as the supply trunk line (the main ductwork line running under the house) and there were not enough runs (flexible ductwork lines that deliver air from the trunk to each room) This causes the heating and cooling system to strain, pushing air thru pipes that are too small and will eventually start to cause failure of parts, compressors, and eventually the entire system Our service technicians were originally trained in our installation department so they know how to size ductwork for homes to function correctly and at peak efficiency [redacted] worked as a lead installation mechanic for over five years and has been a service technician for several years When he inspected the system and found no superheat reading, he explained to the customer that this could have caused fluid to be pulled into the compressor and could have contaminated the system with the past repairs (the $in repairs done, compressor changed by another company) We recommended a changeout of a new system since this system is nearing the end of an average lifespan of a heat pump and has been stressed from the too small ductwork This was only a recommendation The system was working when we left but we believe the customer will continue to have problems with this system, including freezing up and eventually equipment failures The $spent on repairs will extend the life of her system, as [redacted] told her, but without correcting the air restriction problems, the benefits will be greatly shortened and the system is still operating inefficiently I am sorry that we did not diagnose the original problems where that $could have been applied towards a brand new system that would last ten more years and make the home much more comfortable with proper air flow, cooling, and heating Our technicians are trained to look at the entire system, not just look at initial readings [redacted] diagnosed the air restrictions in this system were due to improperly sized ductwork, not dirty ductwork The Freon that was added to the system by our technician was to try to correct an imbalance already in the system Air Flow must first be fixed and then adjust Freon levels, not the other way around.I assume that [redacted] performed the original work on the system, but if not, I'm not sure why our company was called to followup on $in repairs done by another company a few days before We wish you well with your repairs and your heating system Please let us know if we can be of service in the future