Feb 22nd was the first time our team at the park had seen the email. We apologize if our delay in response was due to our spam filter, or something that might have blocked the email. I called *** *** and left a lengthy voice mail explaining that I
would very much like to discuss her situation, and make sure that by the time we ended the call, she would be happy with the level of customer service. I also called her three subsequent times at ###-###-####, and these times there was no answering machine, but rather after rings, the phone disconnected. (I assume that her answering machine is either full or turned off)
While our team is willing to work with Ms*** to insure that she and her family are happy with the jump time, and we are willing to offer some passes, our customers need to understand that on each and every page of our website, our rules for refunds and changes in the jump time are clearly listed. I attached four screen shots of our website, which the customer will see, should they purchase tickets online. Our policies are very clearly stated
I have made several attempts to contact the customer by phone, and have left messages outlining that we will work with her, and I left my cell phone number twice during the message to insure that it could be heard clearly. I have not heard back from the Ms***.
While Helium does have very clear rules and procedures about our pre-purchased ticket policies, we are very willing to accommodate families under special situations
Ms*** *** is welcome to contact me at the park to discuss the matter further
Sincerely,
*** - Manager
###-###-####
*** *** ***
*** ** ***
*** ** *** ***
*** * ** ***
Daytime Phone: ###-###-####
At least 4YourComfort responded to you. It has been months that I have been trying to work this out with them, only to be ignored. Maybe they will again, or maybe this can be resolved at last.
If you need receipts, etc., I would be glad to provide them. I can scan and send via email, or make copies and use regular mail – whatever you wish. I have those receipts, manuals, photos – of both what they installed and what they took out. I even have the part that was the REAL cause. They misdiagnosed not just once but twice, and it cost me well over $4000 plus months of aggravation.
In brief, it starts when they diagnosed a faulty compressor. That’s in writing and some very HOT months for my family while we waited, but never even got a phone call returned. She blames the wait on personal problems, and blamed it on [redacted] – yet when I got fed up with the waiting and called two other companies, the one I hired had the needed part in about an hour and told me, “The supplier warehouse had lots of them.”
Three technicians, including one of her own, agreed that the problem all along was this metering device. That’s why she was searching for this mysterious part and took months to find it, when another had it in about an hour. They had misdiagnosed the first time, misdiagnosed the second time, I’m out $4000 that wasn’t needed, and went through much of a hot summer, while they couldn’t be bothered to return a phone call or email.
She even admits to most of this in her response.
“The customer called stating that he did not have any A/C in the end of July, 2014. We sent our tech out to diagnose the problem. The tech found the compressor had failed to operate correctly.”
They diagnosed that the COMPRESSOR had failed and needed to be replaced.
“He gave the customer the option of replacing the compressor with a 1 year warranty or replacing the outdoor unit with a 13 SEER R22 ("Dry") 4 Ton with a 5 year warranty. The tech did explain that we were going to downgrade the SEER rating from his current unit and the customer said he understood but was concerned with the price of replacing the complete system and trying to keep the cost low. (To be able to keep the indoor unit and only replace the outdoor unit, the only option is with a 13 SEER.”
That’s not true. I was given the choice to replace just the compressor or the entire compressor unit with a better warranty. He said NOTHING about it being smaller and less efficient. Notice, too, that the system was to be delivered “dry” – no Freon in it. Also notice that later on she accuses the other companies because they weren’t there for the initial MISdiagnosis … but she wasn’t there to know what her own tech said to me, which is NOT what she claims.
“We replaced the condenser unit only, with a 4 Ton Heat Pump Condenser (the same size as what was existing).”
She just said that the diagnosis was that the COMPRESSOR had failed. Later she will say that they didn’t replace the condenser and didn’t replace the compressor – so what DID they replace? “Outdoor unit” will come up. Also in that sentence is how the replacement was the same size. I have the paperwork for the original unit and the replacement unit. They are NOT the same size, or efficiency.
“We gave the customer the option of replacing the compressor …”
Her own words … replace the compressor. Part of this is true. I was given the choice of replacing the COMPRESSOR only, with a smaller warranty, or to replace that entire COMPRESSOR unit. I’m not a heat pump technician, but they are supposed to be. Even I know that there is a difference between a compressor and a condenser – and that 4-ton 13 SEER is NOT an exact match to a 5-ton 14 SEER.
This still doesn’t change the real problem. There was nothing wrong with the compressor or the condenser. They misdiagnosed, and that cost me $4000 I didn’t have to pay.
“About a month later at the end of August, 2014, the customer called back saying the system was not cooling properly again. The same tech went out and found the system low on refrigerant. He explained to the customer that he believes there to be a leak in the indoor coil (that we did NOT replace) …
I’ve been told that the indoor coil is the condenser. At this point, she is saying that they didn’t replace the compressor and didn’t replace the condenser.
I’ll omit a long and irrelevant section, but would be glad to address it if you wish. Basically it says that they found a leak, in a system low on Freon, that was full and wouldn’t take Freon. The two other technicians found the same thing, and so did her own service manager. HER tech says he saw the leak. The other two said they saw nothing – other than a full, untouched can of coil cleaner – and I paid to have the coils cleaned.
“The customer would follow up multiple times a week and I would have to tell him I do not have any new information about the new coil from the manufacture, as soon as I did I would let him know!”
This is something else I keep saying. I called and called and called. Here she admits to that. I made the effort, and showed the patience to allow them to work with me. They didn’t. I would call, leave messages, etc. and no one would call back. A girl named Rebecca answered a few times. No one contacted me in return. It was HOT! At last I called in two other companies for a diagnosis – two to make sure it was accurate. Both diagnoses were the same. Neither found any leak. Both said it would have been impossible to add Freon, as 4YourComfort claimed they did. One specifically said that no dye was found. Even more telling, the part 4YourComfort took more than a month and still couldn’t find that part, yet the company I hired had it in about an hour was here the next day to make the repair. Here she is talking about the coil, and it wasn’t the coil anyway. Nor the compressor.
“About a month after this my family came down with respiratory issues and we were in and out of the hospital and at doctors offices and specialists offices constantly. I did not have anyone able to cover the phones in the office while I was gone and I am sure the customer called and feels he got ignored with no call backs. I did explain to the customer why his calls went unanswered but he still feels he was being ignored. I TRULY APOLOGIZE FOR MAKING YOU FEEL THIS WAY, IT WAS IN NO WAY MY INTENTIONS.”
WHY I was ignored is irrelevant. She said herself that I called and emailed repeatedly. Maybe it wasn’t her intention to ignore me, but I WAS ignored. I don’t just FEEL ignored, I WAS ignored. I made the effort to resolve this. THEY didn’t. It all started in July. Now it’s mid-November. Besides – all this is because of TWO misdiagnoses, and I’m out $4000, and stuck with a mismatched system.
“The customer has emailed me back and forth telling me that he had two (2) different companies come out independently and say that we sold him illegal equipment and it was equipment that was not needed and has him convinced that it is the wrong size and that no leak is present.”
There it is again. I tried and tried and tried to resolve this. But it was not “back and forth.” They didn’t return my calls or emails.
I never said “illegal,” only that the diagnosis was wrong and replacing the compressor unit wasn’t needed, an opinion which is backed up by two other companies, and their own service manager. That’s why they were searching for this mysterious part for more than a month, that another company had in an hour.
“All I know is the customer keeps talking about a replaced COMPRESSOR and we never replaced the COMPRESSOR. “
There it is again. They didn’t replace the compressor, although their initial diagnosis was a shot compressor, and she is saying again that they never replaced the compressor, it was the condenser, but she also says they never replaced the condenser.
“The customer also talks about the TXV metering device being the failure the whole time. First of all the other company was not there for the original diagnosis and they cannot say the compressor was not working as they NEVER SAW IT.”
And again, there it is. The COMPRESSOR was diagnosed as having failed and was replaced … oh, but no it wasn’t. Of course those other techs didn’t see or test it. It was GONE! I trusted 4YourComfort and their diagnosis, and spent $4000 that wasn’t needed because of their MISdiagnosis. Now they are saying that they didn’t replace the compressor, which they diagnosed as faulty, they replaced the condenser, which they didn’t replace because they were waiting to hear back from the manufacturer, and I couldn’t prove that the compressor was fine because the company who finally FIXED THIS couldn’t examine and test something 4YourComfort already hauled away.
“As far as there not being a leak, two (2) of our techs found the system low on refrigerant and one (1) actually saw the ultra violet dye dripping down the coil, which would only be there if refrigerant was leaking from the unit.”
One (1) of those techs is the one (1) who MISdiagnosed the problem two (2) times. I had two (2) totally different companies come and they both quickly found … no leak, no dripping dye, and a system full of Freon that wouldn’t take any more. Since that first technician from 4YourComfort is no longer with the company, they sent out another. He found that it was … guess what … the system was full, the metering device causing the problem.
“As far as the TXV metering device failing (and most likely been the only failure all along), if this was true the tech would not have been able to charge the system with refrigerant at all.”
Now they admit it! It was a MISdiagnosis from the start! And they admit to it now, in writing.
Second, note her own earlier statement that the new system was “dry.” It HAD no Freon in it! Of COURSE it was able to take a charge. The installer told me, and charged me, to drain the entire system and put new Freon in. He explained in detail how the system was evacuated, inert nitrogen put in to cleanse it, followed by a hard vacuum, then put in the Freon. Of COURSE he was able to put Freon into an evacuated system.
“I am sorry these other companies are trying to throw our company under the bus but there is NO WAY that they can diagnose this properly when they came AFTER the condenser was replaced. Also, to tell the customer that we install TOO SMALL of a system based on the indoor unit is not accurate either. The indoor unit may be a 5 Ton with a 4 Ton outdoor condenser, it is NOT UNCOMMON. The ONLY way to tell a customer that their system is under or over sized is to preform a Heat Load Calculation, we simply replaced the condenser with an exact replacement in size which was a 4 Ton. Did the other companies preform a Heat Load Calculation to determine the correct size?”
It’s “perform,” and no, they didn’t. Neither did 4YourComfort. That isn’t the point and never has been. The paperwork I have shows the original unit to have been a 5-ton, 14 SEER Trane. It was NOT the 4-ton [redacted] they installed. We had that Trane system installed as a complete, matched system. At THAT time calculations were made for the best system, which is why the outdoor unit and indoor unit were what they were. Since 4YourComfort is challenging this “Heat Load Calculation” … did THEY do this? Nope! They simply MISdiagnosed the problem, did no “heat load calculation,” then put on a smaller outdoor unit, and charged us for it.
Notice too how the unit has once again becomes a condenser, and again, their original diagnosis was a failed compressor.
Again, I have all the paperwork, including the manuals that show that this new system is NOT “exactly what was existing.” I have a receipt that diagnoses a faulty compressor (which isn’t a compressor according to them), and second receipt that offers that much off to replace the condenser coils (which isn’t a condenser), but they say they didn’t replace either, while saying they replaced the outdoor condenser, which isn’t a condenser, it’s a compressor, which isn’t a compressor, although the compressor was diagnosed by them as the problem, which it wasn’t.
Am I willing to negotiate? OF COURSE. I’ve been trying to do that, by her own admission, all along. MONTHS! I even warned her that if she didn’t at least make an effort I would take this into my own hands, such as contacting Revdex.com. She had weeks even after that to work with me. And didn’t.
It does get worse – like how she didn’t know if it was R22. That’s in the manuals, on the units, and obvious to any technician in this field. She wants to blame it on [redacted]. Again, I called another company (two others) and they had the part in an hour.
We got charged $4000 that wasn’t necessary and STILL had to pay for the repair that was needed – a repair three techs found right away, including one (1) of their own, then went through much of a hot summer being ignored while a common part (“the supplier had lots of them”) that would have saved us all this cost and anguish was readily available.
Negotiate, sure – as long as it doesn’t include their “experts” coming here to make the system even more of a mess than they’ve already made it.
One last time, because they MISdiagnosed things TWICE, I’m out $4000 and stuck with a mismatched system with lower efficiency.
The customer called stating that he did not have any A/C in the end of July, 2014. We sent our tech out to diagnose the problem. The tech found the compressor had failed to operate correctly. He gave the customer the option of replacing the compressor with a 1 year warranty or...
replacing the outdoor unit with a 13 SEER R22 ("Dry") 4 Ton with a 5 year warranty. The tech did explain that we were going to downgrade the SEER rating from his current unit and the customer said he understood but was concerned with the price of replacing the complete system and trying to keep the cost low. (To be able to keep the indoor unit and only replace the outdoor unit, the only option is with a 13 SEER. The manufactures ONLY make R22 "Dry" condensers in 13 SEER!) We replaced the condenser unit only, with a 4 Ton Heat Pump Condenser (the same size as what was existing). About a month later at the end of August, 2014, the customer called back saying the system was not cooling properly again. The same tech went out and found the system low on refrigerant. He explained to the customer that he believes there to be a leak in the indoor coil (that we did NOT replace) and our procedure to prove the leak is to put leak stop / dye into the system and recharge with refrigerant. We are hoping the leak is small enough that the leak seal part of the product will seal up the leak, but if not the customer is directed to call us back when the system stops working again and we will search for the dye that will indicate where the leak is located. This will also let us know if the leak is REPAIRABLE or NOT REPAIRABLE. If the leak is on the copper lines (pipes), it would be considered REPAIRABLE. If the leak is in the coil itself (within the fins), it would be considered NON-REPAIRABLE. He did call back within a couple of weeks and said it was not working again. A different tech went out this time and was able to find the dye running down the coil itself, NON-REPAIRABLE LEAK. He did explain to the customer that we would have to replace the coil and that we would check on if it was still under manufacture warranty or not. I did call the manufacture and found that the unit was NOT under warranty that it only had a FIVE (5) year manufacture warranty, the unit was manufactured in May, 2005. I did call the customer and explain that the coil was NOT under warranty any longer and that the coil he has existing was discontinued. I explained that I was waiting for the manufacture to let me know if the metering device was included in the new coil or if it would have to be installed separately. I also asked the manufacture while they were finding out the answer about the metering device, if they found it WAS included to let me know if it was rated for R22 refrigerant or 410A refrigerant. (If it is 410A refrigerant we would have to take it off and install a R22 metering device at time of installation.) The customer was shocked to find out the warranty was expired and stated to me that the company that installed his existing system told him and his wife that it had a 20 year warranty and "they would not have to worry about it in their lifetime". I told the customer that if he produced documentation of the extended warranty (or anything stating the system has a 20 year warranty), I would provide it to the manufacture and we would be able to get the coil covered under warranty. I did not hear from the customer in a few days, therefore, I decided to follow up with him to find out about the documentation of the warranty. He said his wife looked it up and it did indeed say 5 year warranty, although, his wife and him distinctly remember being told it had a 20 year warranty. The customer would follow up multiple times a week and I would have to tell him I do not have any new information about the new coil from the manufacture, as soon as I did I would let him know! About a month after this my family came down with respiratory issues and we were in and out of the hospital and at doctors offices and specialists offices constantly. I did not have anyone able to cover the phones in the office while I was gone and I am sure the customer called and feels he got ignored with no call backs. I did explain to the customer why his calls went unanswered but he still feels he was being ignored. I TRULY APOLOGIZE FOR MAKING YOU FEEL THIS WAY, IT WAS IN NO WAY MY INTENTIONS. The customer has emailed me back and forth telling me that he had two (2) different companies come out independently and say that we sold him illegal equipment and it was equipment that was not needed and has him convinced that it is the wrong size and that no leak is present. All I know is the customer keeps talking about a replaced COMPRESSOR and we never replaced the COMPRESSOR. The customer also talks about the TXV metering device being the failure the whole time. First of all the other company was not there for the original diagnosis and they cannot say the compressor was not working as they NEVER SAW IT. As far as there not being a leak, two (2) of our techs found the system low on refrigerant and one (1) actually saw the ultra violet dye dripping down the coil, which would only be there if refrigerant was leaking from the unit. As far as the TXV metering device failing (and most likely been the only failure all along), if this was true the tech would not have been able to charge the system with refrigerant at all. I am sorry these other companies are trying to throw our company under the bus but there is NO WAY that they can diagnose this properly when they came AFTER the condenser was replaced. Also, to tell the customer that we install TOO SMALL of a system based on the indoor unit is not accurate either. The indoor unit may be a 5 Ton with a 4 Ton outdoor condenser, it is NOT UNCOMMON. The ONLY way to tell a customer that their system is under or over sized is to preform a Heat Load Calculation, we simply replaced the condenser with an exact replacement in size which was a 4 Ton. Did the other companies preform a Heat Load Calculation to determine the correct size?
Feb 22nd was the first time our team at the park had seen the email. We apologize if our delay in response was due to our spam filter, or something that might have blocked the email. I called *** *** and left a lengthy voice mail explaining that I
would very much like to discuss her situation, and make sure that by the time we ended the call, she would be happy with the level of customer service. I also called her three subsequent times at ###-###-####, and these times there was no answering machine, but rather after rings, the phone disconnected. (I assume that her answering machine is either full or turned off)
While our team is willing to work with Ms*** to insure that she and her family are happy with the jump time, and we are willing to offer some passes, our customers need to understand that on each and every page of our website, our rules for refunds and changes in the jump time are clearly listed. I attached four screen shots of our website, which the customer will see, should they purchase tickets online. Our policies are very clearly stated
I have made several attempts to contact the customer by phone, and have left messages outlining that we will work with her, and I left my cell phone number twice during the message to insure that it could be heard clearly. I have not heard back from the Ms***.
While Helium does have very clear rules and procedures about our pre-purchased ticket policies, we are very willing to accommodate families under special situations
Ms*** *** is welcome to contact me at the park to discuss the matter further
Sincerely,
*** - Manager
###-###-####
*** *** ***
*** ** ***
*** ** *** ***
*** * ** ***
Daytime Phone: ###-###-####
At least 4YourComfort responded to you. It has been months that I have been trying to work this out with them, only to be ignored. Maybe they will again, or maybe this can be resolved at last.
If you need receipts, etc., I would be glad to provide them. I can scan and send via email, or make copies and use regular mail – whatever you wish. I have those receipts, manuals, photos – of both what they installed and what they took out. I even have the part that was the REAL cause. They misdiagnosed not just once but twice, and it cost me well over $4000 plus months of aggravation.
In brief, it starts when they diagnosed a faulty compressor. That’s in writing and some very HOT months for my family while we waited, but never even got a phone call returned. She blames the wait on personal problems, and blamed it on [redacted] – yet when I got fed up with the waiting and called two other companies, the one I hired had the needed part in about an hour and told me, “The supplier warehouse had lots of them.”
Three technicians, including one of her own, agreed that the problem all along was this metering device. That’s why she was searching for this mysterious part and took months to find it, when another had it in about an hour. They had misdiagnosed the first time, misdiagnosed the second time, I’m out $4000 that wasn’t needed, and went through much of a hot summer, while they couldn’t be bothered to return a phone call or email.
She even admits to most of this in her response.
“The customer called stating that he did not have any A/C in the end of July, 2014. We sent our tech out to diagnose the problem. The tech found the compressor had failed to operate correctly.”
They diagnosed that the COMPRESSOR had failed and needed to be replaced.
“He gave the customer the option of replacing the compressor with a 1 year warranty or replacing the outdoor unit with a 13 SEER R22 ("Dry") 4 Ton with a 5 year warranty. The tech did explain that we were going to downgrade the SEER rating from his current unit and the customer said he understood but was concerned with the price of replacing the complete system and trying to keep the cost low. (To be able to keep the indoor unit and only replace the outdoor unit, the only option is with a 13 SEER.”
That’s not true. I was given the choice to replace just the compressor or the entire compressor unit with a better warranty. He said NOTHING about it being smaller and less efficient. Notice, too, that the system was to be delivered “dry” – no Freon in it. Also notice that later on she accuses the other companies because they weren’t there for the initial MISdiagnosis … but she wasn’t there to know what her own tech said to me, which is NOT what she claims.
“We replaced the condenser unit only, with a 4 Ton Heat Pump Condenser (the same size as what was existing).”
She just said that the diagnosis was that the COMPRESSOR had failed. Later she will say that they didn’t replace the condenser and didn’t replace the compressor – so what DID they replace? “Outdoor unit” will come up. Also in that sentence is how the replacement was the same size. I have the paperwork for the original unit and the replacement unit. They are NOT the same size, or efficiency.
“We gave the customer the option of replacing the compressor …”
Her own words … replace the compressor. Part of this is true. I was given the choice of replacing the COMPRESSOR only, with a smaller warranty, or to replace that entire COMPRESSOR unit. I’m not a heat pump technician, but they are supposed to be. Even I know that there is a difference between a compressor and a condenser – and that 4-ton 13 SEER is NOT an exact match to a 5-ton 14 SEER.
This still doesn’t change the real problem. There was nothing wrong with the compressor or the condenser. They misdiagnosed, and that cost me $4000 I didn’t have to pay.
“About a month later at the end of August, 2014, the customer called back saying the system was not cooling properly again. The same tech went out and found the system low on refrigerant. He explained to the customer that he believes there to be a leak in the indoor coil (that we did NOT replace) …
I’ve been told that the indoor coil is the condenser. At this point, she is saying that they didn’t replace the compressor and didn’t replace the condenser.
I’ll omit a long and irrelevant section, but would be glad to address it if you wish. Basically it says that they found a leak, in a system low on Freon, that was full and wouldn’t take Freon. The two other technicians found the same thing, and so did her own service manager. HER tech says he saw the leak. The other two said they saw nothing – other than a full, untouched can of coil cleaner – and I paid to have the coils cleaned.
“The customer would follow up multiple times a week and I would have to tell him I do not have any new information about the new coil from the manufacture, as soon as I did I would let him know!”
This is something else I keep saying. I called and called and called. Here she admits to that. I made the effort, and showed the patience to allow them to work with me. They didn’t. I would call, leave messages, etc. and no one would call back. A girl named Rebecca answered a few times. No one contacted me in return. It was HOT! At last I called in two other companies for a diagnosis – two to make sure it was accurate. Both diagnoses were the same. Neither found any leak. Both said it would have been impossible to add Freon, as 4YourComfort claimed they did. One specifically said that no dye was found. Even more telling, the part 4YourComfort took more than a month and still couldn’t find that part, yet the company I hired had it in about an hour was here the next day to make the repair. Here she is talking about the coil, and it wasn’t the coil anyway. Nor the compressor.
“About a month after this my family came down with respiratory issues and we were in and out of the hospital and at doctors offices and specialists offices constantly. I did not have anyone able to cover the phones in the office while I was gone and I am sure the customer called and feels he got ignored with no call backs. I did explain to the customer why his calls went unanswered but he still feels he was being ignored. I TRULY APOLOGIZE FOR MAKING YOU FEEL THIS WAY, IT WAS IN NO WAY MY INTENTIONS.”
WHY I was ignored is irrelevant. She said herself that I called and emailed repeatedly. Maybe it wasn’t her intention to ignore me, but I WAS ignored. I don’t just FEEL ignored, I WAS ignored. I made the effort to resolve this. THEY didn’t. It all started in July. Now it’s mid-November. Besides – all this is because of TWO misdiagnoses, and I’m out $4000, and stuck with a mismatched system.
“The customer has emailed me back and forth telling me that he had two (2) different companies come out independently and say that we sold him illegal equipment and it was equipment that was not needed and has him convinced that it is the wrong size and that no leak is present.”
There it is again. I tried and tried and tried to resolve this. But it was not “back and forth.” They didn’t return my calls or emails.
I never said “illegal,” only that the diagnosis was wrong and replacing the compressor unit wasn’t needed, an opinion which is backed up by two other companies, and their own service manager. That’s why they were searching for this mysterious part for more than a month, that another company had in an hour.
“All I know is the customer keeps talking about a replaced COMPRESSOR and we never replaced the COMPRESSOR. “
There it is again. They didn’t replace the compressor, although their initial diagnosis was a shot compressor, and she is saying again that they never replaced the compressor, it was the condenser, but she also says they never replaced the condenser.
“The customer also talks about the TXV metering device being the failure the whole time. First of all the other company was not there for the original diagnosis and they cannot say the compressor was not working as they NEVER SAW IT.”
And again, there it is. The COMPRESSOR was diagnosed as having failed and was replaced … oh, but no it wasn’t. Of course those other techs didn’t see or test it. It was GONE! I trusted 4YourComfort and their diagnosis, and spent $4000 that wasn’t needed because of their MISdiagnosis. Now they are saying that they didn’t replace the compressor, which they diagnosed as faulty, they replaced the condenser, which they didn’t replace because they were waiting to hear back from the manufacturer, and I couldn’t prove that the compressor was fine because the company who finally FIXED THIS couldn’t examine and test something 4YourComfort already hauled away.
“As far as there not being a leak, two (2) of our techs found the system low on refrigerant and one (1) actually saw the ultra violet dye dripping down the coil, which would only be there if refrigerant was leaking from the unit.”
One (1) of those techs is the one (1) who MISdiagnosed the problem two (2) times. I had two (2) totally different companies come and they both quickly found … no leak, no dripping dye, and a system full of Freon that wouldn’t take any more. Since that first technician from 4YourComfort is no longer with the company, they sent out another. He found that it was … guess what … the system was full, the metering device causing the problem.
“As far as the TXV metering device failing (and most likely been the only failure all along), if this was true the tech would not have been able to charge the system with refrigerant at all.”
Now they admit it! It was a MISdiagnosis from the start! And they admit to it now, in writing.
Second, note her own earlier statement that the new system was “dry.” It HAD no Freon in it! Of COURSE it was able to take a charge. The installer told me, and charged me, to drain the entire system and put new Freon in. He explained in detail how the system was evacuated, inert nitrogen put in to cleanse it, followed by a hard vacuum, then put in the Freon. Of COURSE he was able to put Freon into an evacuated system.
“I am sorry these other companies are trying to throw our company under the bus but there is NO WAY that they can diagnose this properly when they came AFTER the condenser was replaced. Also, to tell the customer that we install TOO SMALL of a system based on the indoor unit is not accurate either. The indoor unit may be a 5 Ton with a 4 Ton outdoor condenser, it is NOT UNCOMMON. The ONLY way to tell a customer that their system is under or over sized is to preform a Heat Load Calculation, we simply replaced the condenser with an exact replacement in size which was a 4 Ton. Did the other companies preform a Heat Load Calculation to determine the correct size?”
It’s “perform,” and no, they didn’t. Neither did 4YourComfort. That isn’t the point and never has been. The paperwork I have shows the original unit to have been a 5-ton, 14 SEER Trane. It was NOT the 4-ton [redacted] they installed. We had that Trane system installed as a complete, matched system. At THAT time calculations were made for the best system, which is why the outdoor unit and indoor unit were what they were. Since 4YourComfort is challenging this “Heat Load Calculation” … did THEY do this? Nope! They simply MISdiagnosed the problem, did no “heat load calculation,” then put on a smaller outdoor unit, and charged us for it.
Notice too how the unit has once again becomes a condenser, and again, their original diagnosis was a failed compressor.
Again, I have all the paperwork, including the manuals that show that this new system is NOT “exactly what was existing.” I have a receipt that diagnoses a faulty compressor (which isn’t a compressor according to them), and second receipt that offers that much off to replace the condenser coils (which isn’t a condenser), but they say they didn’t replace either, while saying they replaced the outdoor condenser, which isn’t a condenser, it’s a compressor, which isn’t a compressor, although the compressor was diagnosed by them as the problem, which it wasn’t.
Am I willing to negotiate? OF COURSE. I’ve been trying to do that, by her own admission, all along. MONTHS! I even warned her that if she didn’t at least make an effort I would take this into my own hands, such as contacting Revdex.com. She had weeks even after that to work with me. And didn’t.
It does get worse – like how she didn’t know if it was R22. That’s in the manuals, on the units, and obvious to any technician in this field. She wants to blame it on [redacted]. Again, I called another company (two others) and they had the part in an hour.
We got charged $4000 that wasn’t necessary and STILL had to pay for the repair that was needed – a repair three techs found right away, including one (1) of their own, then went through much of a hot summer being ignored while a common part (“the supplier had lots of them”) that would have saved us all this cost and anguish was readily available.
Negotiate, sure – as long as it doesn’t include their “experts” coming here to make the system even more of a mess than they’ve already made it.
One last time, because they MISdiagnosed things TWICE, I’m out $4000 and stuck with a mismatched system with lower efficiency.
The customer called stating that he did not have any A/C in the end of July, 2014. We sent our tech out to diagnose the problem. The tech found the compressor had failed to operate correctly. He gave the customer the option of replacing the compressor with a 1 year warranty or...
replacing the outdoor unit with a 13 SEER R22 ("Dry") 4 Ton with a 5 year warranty. The tech did explain that we were going to downgrade the SEER rating from his current unit and the customer said he understood but was concerned with the price of replacing the complete system and trying to keep the cost low. (To be able to keep the indoor unit and only replace the outdoor unit, the only option is with a 13 SEER. The manufactures ONLY make R22 "Dry" condensers in 13 SEER!) We replaced the condenser unit only, with a 4 Ton Heat Pump Condenser (the same size as what was existing). About a month later at the end of August, 2014, the customer called back saying the system was not cooling properly again. The same tech went out and found the system low on refrigerant. He explained to the customer that he believes there to be a leak in the indoor coil (that we did NOT replace) and our procedure to prove the leak is to put leak stop / dye into the system and recharge with refrigerant. We are hoping the leak is small enough that the leak seal part of the product will seal up the leak, but if not the customer is directed to call us back when the system stops working again and we will search for the dye that will indicate where the leak is located. This will also let us know if the leak is REPAIRABLE or NOT REPAIRABLE. If the leak is on the copper lines (pipes), it would be considered REPAIRABLE. If the leak is in the coil itself (within the fins), it would be considered NON-REPAIRABLE. He did call back within a couple of weeks and said it was not working again. A different tech went out this time and was able to find the dye running down the coil itself, NON-REPAIRABLE LEAK. He did explain to the customer that we would have to replace the coil and that we would check on if it was still under manufacture warranty or not. I did call the manufacture and found that the unit was NOT under warranty that it only had a FIVE (5) year manufacture warranty, the unit was manufactured in May, 2005. I did call the customer and explain that the coil was NOT under warranty any longer and that the coil he has existing was discontinued. I explained that I was waiting for the manufacture to let me know if the metering device was included in the new coil or if it would have to be installed separately. I also asked the manufacture while they were finding out the answer about the metering device, if they found it WAS included to let me know if it was rated for R22 refrigerant or 410A refrigerant. (If it is 410A refrigerant we would have to take it off and install a R22 metering device at time of installation.) The customer was shocked to find out the warranty was expired and stated to me that the company that installed his existing system told him and his wife that it had a 20 year warranty and "they would not have to worry about it in their lifetime". I told the customer that if he produced documentation of the extended warranty (or anything stating the system has a 20 year warranty), I would provide it to the manufacture and we would be able to get the coil covered under warranty. I did not hear from the customer in a few days, therefore, I decided to follow up with him to find out about the documentation of the warranty. He said his wife looked it up and it did indeed say 5 year warranty, although, his wife and him distinctly remember being told it had a 20 year warranty. The customer would follow up multiple times a week and I would have to tell him I do not have any new information about the new coil from the manufacture, as soon as I did I would let him know! About a month after this my family came down with respiratory issues and we were in and out of the hospital and at doctors offices and specialists offices constantly. I did not have anyone able to cover the phones in the office while I was gone and I am sure the customer called and feels he got ignored with no call backs. I did explain to the customer why his calls went unanswered but he still feels he was being ignored. I TRULY APOLOGIZE FOR MAKING YOU FEEL THIS WAY, IT WAS IN NO WAY MY INTENTIONS. The customer has emailed me back and forth telling me that he had two (2) different companies come out independently and say that we sold him illegal equipment and it was equipment that was not needed and has him convinced that it is the wrong size and that no leak is present. All I know is the customer keeps talking about a replaced COMPRESSOR and we never replaced the COMPRESSOR. The customer also talks about the TXV metering device being the failure the whole time. First of all the other company was not there for the original diagnosis and they cannot say the compressor was not working as they NEVER SAW IT. As far as there not being a leak, two (2) of our techs found the system low on refrigerant and one (1) actually saw the ultra violet dye dripping down the coil, which would only be there if refrigerant was leaking from the unit. As far as the TXV metering device failing (and most likely been the only failure all along), if this was true the tech would not have been able to charge the system with refrigerant at all. I am sorry these other companies are trying to throw our company under the bus but there is NO WAY that they can diagnose this properly when they came AFTER the condenser was replaced. Also, to tell the customer that we install TOO SMALL of a system based on the indoor unit is not accurate either. The indoor unit may be a 5 Ton with a 4 Ton outdoor condenser, it is NOT UNCOMMON. The ONLY way to tell a customer that their system is under or over sized is to preform a Heat Load Calculation, we simply replaced the condenser with an exact replacement in size which was a 4 Ton. Did the other companies preform a Heat Load Calculation to determine the correct size?