Humphrey Heating & Air Conditioning, Inc.

Placed 3 pounds of freon in system 2012/2013. Unit was not checked properly costing us high utility bill for Nov/Dec2013/Jan 2014. The company was contracted through [redacted] to install the AC/heating unit for [redacted] back in 2009. We purchased our home in that subdivision in 4/2012. Before summer really got started we already found ourselves having to put freon in our unit which was 3 pounds low. Then not even the start of the next summer in 2013 we had to put another 3 pounds in the unit. We contacted the company, after finally getting a hold of someone from [redacted] due to no information like that being left with our home, to alert them of this problem. A service member came out and only looked at the unit outside to say we had a leak at our freon connections and checked the inside temp panel. Now, the service member placed a thin bead of silicone around the port and called it a day which we were charged an outrageous $95 service fee. The in November 2013 our electric bill was over $600. We called the electric company and they had an adjuster sent out to help see what the problem was. A gentleman working for [redacted] by the name of [redacted] came out to see what he could help with. He stated the AC/heating unit as being the biggest appliance and suggested us to try a few things to see what was drawing that much energy. After a few test and tracking numbers, we found out it was our AC/heating unit. We called Humphreys' again and a service member came out to check the upstairs unit and said we had a heating element that was stuck on. About this time December 2013 electric bill came rolling in at a whopping $500 charge. I called and spoke to the manager who came out with the service member 3 days later to say our mother board had gone bad, along with this heating element being stuck on and they would fix it free of charge. For those 3 days we cut the power completely off to our AC/heating element and went without a major source of heat. They came on the 3rd day and fixed it. Then January 2014 came around with a 430 electric bill. Needless to say if the first man checked the upstairs unit this would not of happened. However, after this was all done the unit was working more normal then not. Our contract with this company expired August 2014 and we did not receive any notice of this until I called to see about a service check for the summer. We did not renew and decided to go with another company who came out in Dec 2014. I have emailed Humphrey's and attached a copy of the work order from this new company showing what they had to fix from Humphrey's mistake which was, remounting of the bypass due to it being upside down, corrected temp sensor and cleaning of the wiring system. Desired SettlementWhat settlement can be made other then the reimbursement of $215.00 which covers the new customer fee and extra labor charge we endeared by having to go with this other company. Business Response Humphrey Heating and Air, Inc. started the system up 9/3/09. We were not contacted by the customer until 3/17/14. We found the service valve on the outdoor unit leaking and it was repaired. The customer called back with complaint of high power bills and upon inspection found that the auxillary heat was running continuously. The heater package and control board were replaced at no cost to the customer. We also work very close with the power provider and were able to get there power bill adjusted based on our findings. We replaced a capacitor on 7/25/14 at no cost to the customer. The customer was also given a complimentary service contract valued at $173.00 Humphrey Heating did overlook an installation issue, but all other problems were with the equipment. The equipment make and model was installed at the request of the builder, [redacted]. All of the issues with the exception of one was with the equipment and were addressed at no cost to the homeowner. Consumer Response Humphrey Heating and Air had an ongoing contract with the previous homeowner prior to us purchasing the home in April 2012. I had contacted [redacted] to find out who installed the system in the spring of 2013, due to that information not being given to us at time of purchase, when we had to place another 3 lbs of freon in our system. It was the spring to beginning of summer in 2013 when we contacted Humphrey's about our system and the later part of fall when the outside value was checked by their service man who placed a small bead of silicone around it and charged us $95. The auxiliary heat was running due to an error in the system that could of been found upon the first serviceman checking both systems as he should of done instead of just placing the silicone around the outside value and calling it a day. I was the one who contacted a representative from the power company who agreed that it was our heat/ac unit that was causing the problem and was improperly serviced from the company the first time. I still have the gentleman's name and contact number from the power company to provide evidence of this fact as well as the pay out of the "high" utility bills from the power company to show the power continuously ran for the 3 months of November 2013, December 2013 and January 2014. I also have receipts from Humphrey's stating the service repairs made by their company back in said later part of 2013 as well as beginning of 2014 and we never received anything concerning a complimentary service contract from Humphrey's. Our contract was stated to end in August 2014 which upon the irresponsibility of said company we did not renew with them. I had to go out as far as speaking to a manager who came out and assisted with the repairs after the second service call being made to Humphrey's. Humphrey's did do the repairs at no cost to us, I will agree to that, however, it was their neglect that caused these issues to begin with. Upon all repairs made from Humphrey's, the other company we contracted to service our system still had to make a repair from the improper installation from Humphrey's.

Charged a service fee after I was told it was under warranty.I called the company that installed the A/C unit to come look at it because it kept blowing it's fuse. The lady that answered the phone told me that the unit was still under warranty until 2018. She said that he would be able to come out the next day. I had to call back the next day to get someone to look at it. One of the wires was improperly secured inside the unit so it melted and shorted out the 24v side of the unit. Technician pulled back the wire so it was not touching and replaced the fuse. Now it worked.Then I got a bill in the mail for a 95 dollar service charge. Called company about the bill and they said that since it has been a year the warranty only covers parts not their service fees. In the 16 months I have owned the house I have had problems with all three of my A/C units and have to have them repairedDesired SettlementRefund of the service charge and removal of their advertising on thermostats in the house. Also make it clear to customers that call for service what their rates are.