I.C.E. Heating & Cooling

Review: Technician arrived on 5/23/13 to repair HVAC unit as AC was not working (heat was), at a cost of $411.00. Limited warranty on service invoice states 30 days warranty on all labor performed by ICE. Technician got the AC unit to function but did not fix the constantly running blower motor. Technican had to return on 5/24 to repair HVAC unit again, at a cost of $379.00 as AC unit stopped working again ( heat still worked this time too). Limited warranty on service invoice again states 30 days warranty on all labor performed by ICE. ICE technician said he did not charge me for a $99.00 diagnostic charge for first visit as I had repairs done by them. But the second time the tech did not waive the $99 diagniostic charge for the second repair. Again the technician did not fix the constantly running blower motor even though he got the AC unit to cool (i.e. chiller/heat exchanger/outside unit). HVAC AC unit stopped working again the next day (i.e. chiller won't come on_. I called ICE for further service and after consultation with the company's [redacted] the dispatcher said they would not come out any more. I have had two other HVAC companies out to work on this system since 5/24/13 and both of them said the wiring performed was not correct and may have resulted in damage to my HVAC system. Now my heating doesn't work. Last tech was here just yesterday (10/30/2013) and said the blower motor was wired directly to the incoming AC line. He said he didn't even understand how the last company got the unit working, even for a limited time, with the way they wired my HVAC. This tech wanted to charge over $800 for additional repair - same stuff ICE did, i.e. replace a blown $20.00 24VDC supply part for $189.00 (materials only) and replace the $98.00 controller board for $600.00 (again materials only) - plus labor. He said the previous repairs have damaged the system.Desired Settlement: 100% refund for failure to fix the problem on two visits and failure to honor their written warranty for labor/workmanship.

Business

Response:

5/23/2013 technician responded to no A/C call. Findings are attached on invoice #[redacted]. In summary, the homeowner had previously worked on equipment himself and had ordered parts for the furnace via the internet. He had ordered another part before our technician arrived and asked him to install. Part was installed and system was operating at time of departure and witnessed by homeowner with approval signature received.

5/24/2013 technician responded to complaint that fan runs continuously. Findings are attached invoice #[redacted]. In summary, system was functional in both heat and cool modes. Malfunction was with part ordered and provided by homeowner. Technician recommended that we order correct part and install and [redacted] refused. Again, approval signature was from received homeowner.

I am unaware of any other calls received from homeowner for service. Nothing was noted on their file. Our only mistake was installing a part not provided by I.C.E. We cannot warranty a part that we did not purchase. We certainly stand behind our work, but this customer even called other companies and they are recommending the same repairs as our technician.

The charges, which are reflected on Invoices listed are for refrigerant, (1) transformer, and labor for installing homeowner’s part.

Warranty states that parts are covered by manufacturer and labor is covered by I.C.E. However, if the labor needed is the reflection of a part not provided by I.C.E., how can I.C.E. be responsible for that labor.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

The ICE Technician did not wire my HVAC system correctly which is why the blower motor was running 24x7 requiring a second visit (and a second bill) and why the outdoor system then failed to come on. But the third call I made for warranty service (on the labor provided by ICE, not parts) was refused by ICE. ICE failed to honor their labor warranty or even explore if the problem was with their labor or not. No offer to provide a control board supplied by ICE was made to me. The third time I called for service when the outdoor unit failed to cycle on anymore, the dispatcher said she spoke with the [redacted] and said, "We are not coming out to your house anymore." I asked her to repeat her statement, which she did. I reminded them of their warranty and asked if they were going to honor it. "We are not coming out to your house anymore." Just because ICE failed to log this call into their written records doesn't mean the conversation didn't happen. The Telephone company's call logs can easily prove I called ICE that day, that they answered the call and how long the call lasted. I have since had two other HVAC companies out to survey the system - both of them advised me that the system was wired incorrectly and this probably damaged the control board and entire system. And that the blower motor was wired directly to the incoming AC power line, bypassing the controls for it, which is why the blower motor was running 24x7. Their faulty installation also resulted in the ICE provided 24VDC transformer being blown and my Beckett oil burner control unit being blown. When a customer calls a certified HVAC repair company they expect that the repairs will be performed the first time and not require additional trips and additional bills. I would even challenge ICE to prove that the HVAC technician that serviced my unit was certified by Carrier.

Regards,

Review: On may 12th our a/c unit stopped working,we called our warranty company and informed them.They sent i.c.e to the house to answer the call,the hvac tech said the system was leaking and the evaporater was rusted and he said the unit needed to be replaced.He then fiiled the unit with refrigerant so it would work while they ordered parts.We did not hear from anybody for 4 weeks,I started making calls and found out that the parts were orderd bt i.c.e. on may 19th (per my warranty company.When I called i.c.e. they said they did not haqve approval from the warranty company,somebody is not telling the truth about the parts,so almost 5 weeks later we are ready to go.I.C.E. tells me the only appointment they have is Thursday june 19 th between 1:00 and 4:00 pm(they say it was between 12:00 and 4:00) my son was home when they arrived at 10:45 and started working on the outside unit,my son said they never came to the door to see if anybody was home.He said they left around 12:45 and left the job incomplete with the unit inop I still had one zone in the house working but it was about 95 degrees out and the house was very hot.When I called them they said it was my fault because I was nto there at 12:00 (it was suppose to be 1:00) and they said they could not come back until the following Friday which was unacceptable.They should not of started the job if no one was home,they never asked me for my cell phone number to contact me.AS of now (Saturday) we have no hvac for our bedrooms and the warranty company had to find another company to finish the job.The name of the warranty company is [redacted] and the number is [redacted].Desired Settlement: I am suppose to pay 542.00 out of pocket and I will nto pay that company anything and I would like this complaint to stay on their record

Business

Response:

We were called by [redacted] on May 11, 2014 for a problem with his air conditioner. We went to [redacted] home that same day. Our diagnosis found that the evaporator coil was rusted, corroded and leaking refrigerant. On May 13, 2014 we submitted a recommendation to [redacted] home warranty company, [redacted], that the unit should be replaced. [redacted] advised they would pass this recommendation on to their claims department for a decision. They advised they do not pay full price for service, they do require a reduced rate and that they order their own equipment and pay for it so that they can reduce costs. We received equipment from [redacted] for [redacted] approximately 1 ½ weeks later. We called [redacted] for an approval code for this equipment, we had not heard from them since May 13. [redacted] called us numerous times wanting to know when unit would be installed. We continued to call [redacted] for approval code. Without approval code on invoice, the warranty company will not pay for any work. We received approval from [redacted] on June 16, 2014 and we agreed on a price of $1865. [redacted] portion of this would be $542 and the warranty company would pay $1323. We called [redacted] May 16 and advised him that the claim was approved and the amount that would be due by him. The installation of the equipment was scheduled for June 19, 2014, with our arrival time to be between 12 (noon) and 4pm. We also called [redacted] on June 18 to confirm the appointment for the following day between 12(noon and 4pm).

On June 19, we were running ahead of schedule, so our installers arrived at [redacted] home around 10:45am. We called [redacted] and asked if we could come earlier than noon. No one answered the phone. We left a message that we would come over now and work on the outdoor equipment until he got home. The installers did knock on the door, so that they could advise they were working outside, no one answered the door. We continued work on the outside unit, at noon no one had answered the door or the telephone. We called the warranty company for another phone number for [redacted]; they only had the one telephone number. We advised Warranty Company that we were at the home and could not get in touch with the homeowner and no one was home. I told them we would wait until 12:45, they were fine with this. I advised Warranty Company that we really want to complete this job today because we did not have another install date available for another week. They noted his claim of this.

[redacted] called at 1:30 to advise that he was home; we advised we had already been there and had moved on the next installation. He said he thought his appointment was between 1-4. We advised it was in fact between 12-4. He stated there was no way that we had been there because his son was home and didn’t see anyone. We spoke to the warranty company and [redacted] several times over the next few hours . The warranty company was very understanding because as they stated “[redacted] is not without air conditioning because he has more than one air conditioning system in the home” also , his son was home while we were there. The warranty company said they would try to get another company to come and finish the install, if they could not get it done by the following Friday, they would have us come and finish the job.

Consumer

Response:

I.C.E CAN SAY WHAT EVER THEY WANT,THEY SHOULD NOT HAVE STARTED THE JOB EARLY.BY STARTING EARLY WITH OUT WAITING FOR ME TO GET HOME THEY HAD TO KILL THE POWER TO THAT ZONE WHICH IS STUPID.THEN THEY LEFT AND COULNOT COME BACK FOR A WEEK AND THEN I COULD MISS MORE WORK AND THEY MIGHT SAY THAT I MISSED THE TIME AGAIN.THEY ARE A VERY UNPROFFESIONAL COMPANY AND I WANT THIS COMPLAINT TO STAY ON THEIR RECORD.

Review: System was installed and then serviced immediately after install. That repair service led to faulty wiring which caused a drastic change in my electric bill due to workmanship of the contractor ICE. Asked for some assistance due to their improper installation of equipment and got no reason or to why they wouldn't help. Asked to talk to Owner after addressing the issue with a sales Manager. Got no where. No response. Nothing.Desired Settlement: justifying the increase in my electric bill due to improper installation and wiring issue causing me several hundreds of dollars out of pocket.

Consumer

Response:

The consumer called and stated that the complaint has been resolved.

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: ICE Heating and Cooling billed me twice for the work they performed. For almost three weeks I have requested they remove/delete/credit the second charge. They continuously claim they have done so. According to the bank, the credit takes 24-48 hours. It has been multiple periods thus far and according to the bank, they have yet to issue anything. The second unauthorized charge has also put me over my credit limit and will reflect on my credit report. This is unacceptable.Desired Settlement: I want ICE Heating and Cooling to 1) Credit my account 2) Write a certified letter of their mistake to the three credit bureaus and carbon copy me 3) Write a certified letter to the bank of their mistake.

Business

Response:

The customer financed the equipment he had installed through our in house financing, using [redacted]. The customer was indeed charged twice for the services he received. He called the office and spoke with the Sales Manager, [redacted], several time about this issue and was assured it would be taken care of. [redacted] dropped the ball on this and did not get this taken care of in a timely fashion. Once I was made aware of the situation, via a complaint from the Revdex.com, I rectified the situation immediately (within 1 hour). We are completely responsible for this error. The customer has also asked that we explain our error to the bank and to each of the credit bureaus. We apologize for this error and were not in any way malicious in our actions.

ICE Heating and Cooling billed me twice for the work they performed. For almost three weeks I have requested they remove/delete/credit the second charge. They continuously claim they have done so. According to the bank, the credit takes 24-48 hours. It has been multiple periods thus far and according to the bank, they have yet to issue anything. The second unauthorized charge has also put me over my credit limit and will reflect on my credit report. This is unacceptable.