Metro Energy Savers

We spoke with Mrs. [redacted] over the weekend and she has received her check.

There are three false statements in the message from Metro Energy Savers.1. The dual run capacitor was not in new condition and it was faulty.2. We did NOT call them for emergency service on 5/15/16.3. Calling another business was NOT politely suggested but rather implied as the only recourse for achieving the appropriate solution. A detailed account is describe below:On 9/2/2015 our air conditioning unit at [redacted] was not reaching cool temperatures. The air conditioner tech [redacted] from Metro Energy Savers installed a faulty dual run capacitor that only work properly for a couple of months. Unfortunately in Texas air conditioning units are generally not in great use during the months of September-April due to the cool or cold weather. On Sunday 5/15/16 when [redacted] use the air the first time since Metro Energy Savers repaired the unit and noticed that the unit was still not cooling properly we called Metro Energy Savers to see if a tech would be available anytime before Saturday 5/21/16 (seeing that the church would need the air fixed by the next service held on Sunday 5/22/16) to come and assess the same problem that the tech [redacted] worked on just months before. We were first told that a tech would come either the following Monday or Tuesday. However, the next day on Monday 5/16/16 we received a call and were told that, "[redacted] was the only commercial Tech OnStaff and that he was booked weeks in advance and that it would be best for us to call someone else to work on the air conditioning unit."

Dear Ms. [redacted] ,You stated that Cedar Hill and they said that you were not required to have a locking cap and you didn't authorize them to lock it. Metro Energy Savers is required by code enforcement to comply with all codes and laws to pass inspection.  See attached document...

from Cedar Hill stating that we are required to that a locking access port caps be installed.   You spoke with several people yesterday and  all of them stated the same thing including [redacted] (Install Manager) and JR (lead technician) and Waymon (on-call Service Manager) and one of our customer service representatives who diligently trying to help you and your husband.  They all said that Certified Technician should have a universal key to open the cap and that Metro Energy Savers is required to install locking access port caps on your newly installed system per Cedar Hill code enforcement.  I understand that it was frustrating to speak with so many different people yesterday but they really were trying to help.  The fix that we came out for in March was a water leak which is not covered under the warranty agreement (see your attached Installation contract).  If you have any further questions please feel free to call

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I apologize for the miscommunication concerning the water
leak on your air conditioning unit that caused floor damage.  When we sent our technician, [redacted], to your
house on June 1, 2015 [redacted] was new to our company and under the impression that
your equipment had been recently installed. 
In fact it was installed on March 6, 2012 and has not been under
warranty for over two years.  [redacted]
inspected the issue and came to the conclusion that the cracked drain pan may
have been caused by overtightening the fitting thinking the installation was
just a few months old.  The crack could
not have occurred at installation because it was clearly not leaking at that
time or any time soon after the install date.  In the summer months when weather is the
hottest the system can produce and drain up to 15 gallons of water a day and
any water leak would have been immediately evident.  Also, no water leak was evident during our
quality check on the new unit a few days after the installation.   
 On September 26, 2012
we did a free fall maintenance check, at which time everything was working
properly.  We then came out on April 25,
2013 for the unit freezing up, at which time we found the system to be a little
low on 410A refrigerant so we added some at no charge to you.  Dye was also added to the system so we could
check for any refrigerant leaking in the system.  On July 18, 2013, we returned to check the
equipment due to you reporting it was freezing up again.  At that time we contacted the manufacturer and
based on the findings, replaced the thermal expansion valve under warranty at
no charge to you.  None of these visits
revealed any crack or water leakage in the system. 
No service call was placed by you after that date until two
years later on June 1, 2015 when you reported a condensate leak.   We replaced the drain pan at no cost to you,
although it was a $400-$500 job because [redacted] mistakenly thought your system was
still under the one year parts and labor warranty.  However, your system was not covered by
warranty nor was the problem caused by our installation or service work.  We supplied you with the telephone number to
the drain pan manufacturer, Goodman, so you could contact them about the faulty
drain pan.  We did this because Goodman responds
to consumers much more favorably than to dealers.  We also suggested you contact your home
owner’s insurance company and explain to them why you believe the water leak
was our fault.  If your insurance company
found the claim to be valid they would subrogate back to our insurance
company.  We believe that we have been
more than fair and we are not responsible for the damage to the flooring.
Again, we apologize for the problems you encountered and for
our miscommunication in researching our records.  As a good faith gesture we will not pursue
payment for the replaced drain pan.  We
consider you to be a valued customer and appreciate your business.
This is not a valid complaint and we will respectfully
request the Revdex.com to remove this from our records.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11513644, and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]