Heating & Cooling Pros

Review: In 2007, I bought a Goodman air conditioning unit, sold and installed by Heating and Cooling Pros. The unit came with a 10 year warranty, with a lifetime warranty on the scroll compressor. In 2010, I already had to have the motor replaced, and was charged $63.30 for the trip charge, even though the product is still under warranty. In the two years following, I had multiple issues with the unit and was told I'd have to pay the trip charge every time, so instead, I went to another company who performed warranty work at no charge. Earlier this year, it broke down again, and I was told to call the company who installed it (Heating and Cooling pros). They said I would have to pay an $89.95 trip charge just to look at it. It was determined that the electrical disconnect switch was missing, which was not covered under warranty. I had to pay for the switch, and was still charged for the trip charge, as well. Not three months later, it is broken again. I called immediately, and the man who answered the phone would not even discuss the problem, and said to call tomorrow because they were closed (even though their website indicates there is a 24/7 dispatcher).Desired Settlement: I've had other units before, and have never had so many problems with them. Considering that the motor broke within the first 3 years, and there have been several issues with the compressor (which has a lifetime warranty) and disconnect switch, the unit seems to be faulty, and should be replaced at no cost. If not willing to replace, the repairs should be completed by Heating and Cooling Pros at no cost (including trip charges).

Business

Response:

Ms. [redacted] originally purchased a Goodman Central AirConditioning Unit on 6/18/2007, from Indoor Air Quality Specialists. With this purchase came a GoodCarewarranty plan (see attached), which we have dated and signed by Ms. [redacted].Written in the Terms and Conditions in the GoodCare agreement is thepurchaser’s responsibility clause. In this clause it plainly states thepurchaser is required to pay the cost of any service call requested todemonstrate or confirm the proper operation of the product(s), or to correct animproper installation, or to correct malfunctions in the product(s) in a mannernot prescribed by, or cautioned against in the Goodman Operating andInstallation Instructions. It is further stated that the owner is responsiblefor any normal care and maintenance including but not limited to cleaningevaporator or condenser coils, drain, burners or heat exchangers, lubricationadjustments, and normal filter maintenance. When Ms. [redacted] had the motor replaced on6/18/2010, we charged her only for the trip $63.30 ($59.95+3.36 tax) as allowedper the terms and conditions. On6/9/2015 we dispatched a technician to diagnose the problem Ms. [redacted] washaving, it was found to be missing the electrical pull switch (not covered bywarranty), we did assess a $89.95 trip charge to that service call and she paidfor the new service disconnect. Electrical pull switches are not part of theunit, Ms. [redacted]’s was missing from a theft. In regards to our 24/7 dispatcher, Ms.[redacted]’s call was answered at 5:37pm on 9/1/2015. We requested she callback in the morning so we would be able to access our service records in herfile and handle the problem accordingly. Our dispatcher called back 9/2/2015 at8:15am, he was trying to take down the pertinent information and Ms. [redacted]became unreasonable, not allowing our dispatcher time to write down anyinformation, that she should not have to continue to pay for service calls, andthat her air conditioning unit is faulty. Tell us why here...

Never use this company!! STAY AWAY!