Jackson & Sons Heating & Air Conditioning

Resident had a residential energy savings agreement with the company. They send HVAC technicians every 6 mos to service AC unit, train unit bought 99Train AC Unit Sept 10, 1999 purchase and then 16 years of residential energy savings program. Technicians came out serviced and assessed unit. Technician came out May 31 2016 to conduct service check. Aug 12th 2016 resident noticed flooring was bubbling up in one of the bedrooms. on 8/13 Jackson's and Son was called for service. Technician assessed unit and indicate the pan under unit was rusted and filling up with water causing a leak. technician stated replacing the pan would be costly and due to the unit's age resident decided to purchase a new unit. This leak caused extensive damage to flooring in multiple rooms of the home (carpet, laminate, hard wood). The walls showed signs of mold and it took 16 days for work crew to dry out the house. Current homeowner is still working with construction contractor to restore damage, replace sheet rock, and flooring. Insurance estimated 16,000 in damage on her insurance claim. Resident reviewed service agreements through 16 years of service(one entry on June 2010) that indicate there was slime in the pan and the technician advised homeowner to install cut off value to reduce collection of water in pan. Homeowner followed recommendations and had cutoff value installed. There was no damage or leaks at this time. AC unit was functioning appropriately based on technician service reviews. There has never any mention of rust concerns in the pan during the services conducted after June 2010 including the most recent service assessment completed on May 31 2016. On Aug 13, 2016 the technician that responded to issues completely disabled the unit and stated the technicians that conducted assessments prior to Aug 13 should have filled the pan with silicone product which would have prevented the rust that caused the water damage to the flooring and the walls. The purpose of the contract homeowner entered into with company was to make sure AC unit was assessed 2x yearly for functionality and to proactively respond to any potential unit concerns.Desired SettlementHomeowner believes company should make an effort to refund service charges occurred for service agreement. Due to the fact a registered HVAC technician assessed the unit on May 31, 2016 and did not find the potential rust issues that were found on 8/13/16 once water damage had already occurred. Based on the 8/13 HVAC assessment and other contractors assessment of the damage the unit was leaking for some time and should have be caught by the May assessment.Business Response Contact Name and Title: [redacted] VP ServiceContact Phone: XXX-XXX-XXXXContact Email: [redacted]@jacksonandsons.comWe have made contact with homeowner and reminded them we have documentation from past services to replace HVAC system due to age and condition. We agreed to reimburse homeowner $500 for 2 years of service agreement with our customer satisfaction guarantee. Homeowner was satisfied with this arrangement and check has been mailed.Consumer Response Homeowner received check on 9/27/16. Matter has been resolved.