Milburn Heating & A/C, LLC

All repairs have been provided at no additional charges to the homeownerThe A/C issue was a blown contactor months agoThe A/C issue was addressed as a courtesy because we were there and they had young childrenThis was approved by the person responsible for the home and we were thanked for it at the time Any exisitng A/C issues would need to be addressed with whomever the customer is using now Contactors carry no warranty All paper work has been sent to buildings and codes for inspection purposes on 8/16/ No other concerns were addressed We feel we have done all that should be done to remedy this situation We apologize if the customer disagrees

I'm not sure what this customer believes the resolution to this should be The system functioned properly for almost a year before having failureMay 2014- April That means it went through the hottest parts of without incident We charged only time for a service call, no charges for Freon In order to move forward diagnostic needs to occur, however, NOT in a hostile environment When a customer is out of labor warranty are they entitled to free service for life, because of the word of another company? At this point I feel this customer/consumer relationship is broken, we can return the $and both move on

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.There is not "resolution" to me but I will not pursue furtherPlease publish this on the website so others may read about my experience.
Regards,
*** ***

This system was installed in May of 2014, not 2015, a permit WAS pulled for this job as required and the inspection instructions are given to the homeowner to call and schedule. The homeowner schedules the inspection at their convenience as we do not know their availability. If the
customer did not schedule an inspection, they still have the option to do so and have been told so on several occasions. The customer called us in May of for problems with the system and unfortunately it was just out of it's labor warranty. A return call was requested in October stating another company instructed this was an improper installWe did return and evaluated the system, informed that there were no improper installation issues foundAdditional repairs were performed, but this customer has not been charged anything additional since the May visit. At the 10/30/visit, upon walking to the outdoor unit, the customer was going to show the mechanic where she believed there to be a Freon leak, she began to verbally attack him stating that she wasn't going to pay one more thing for his incompetence and at that moment the mechanic was going to recommend another form of leak search, but he wasn't given the opportunity, because the customer continued to verbally attack him. The mechanic felt it was best to leave the situation due to the hostility. He proceeded to his van, as he entered his van and closed the door, the customer followed and angrily pulled his door back open and continued with her verbal assault, he again closed the door to the van and she again pulled his door back open. He asked if he would have to request the police in order for him to leave. She then stated she would call to complain because we weren't going to fix our mess. Sadly, the system is out of labor warranty, but we were willing to take the time to try to resolve the issue. We never refuse service, but our staff does not have to be subject to hostility

It is true we saw this customer through their Home warranty company. The first visit was 6/20/**, we adjusted freon levels and cleaned the outdoor unit as stated. No leak search was performed, as there are guidelines we follow with the warranty companies, unless there is a visible leak
somewhere on a first visit, or the unit is more than lbs low on refrigerant. Condensor maintenance is recommended any time the unit is in a condition that performance can be altered by the cleanliness of the unit. Also if the units are not maintained well this can void the homeowner's warrantyThe 75.00 was the deductible applied toward the charges for the first visitThe cleaning was approved by the homeowner and performed on this visitNo cleanings are performed without approval first
We then saw this homeowner on 7/2/**, he stated the unit stopped cooling again. There was no charge to the homeowner for this visit. We performed further diagnostic, found a freon leak at the indoor coil. and reported it to his warranty company. The warranty company will repair only what is failing and does not replace entire systems if there are not failures to the entire system. The warranty company orders and purchases the equipment and then ships it to our company, this is about a 3-business day processOnce the equipment is received, then the customer is scheduled for install. So, yes, if a customer is retail their progress is definitely more rapidWe are able to control the purchasing and picking up of the equipment and get them scheduled much quickerThere is no authorization process with retail, other than getting a customer's approval on pricingI don't believe there was any "blaming" going on, simply explaining how the warranty process works. If the equipment is not available, installation can not occur. If repairs or replacement is not approved, then repairs or replacement does not occur
This customer's equipment arrived to us on a Tuesday evening. He was called Wednesday morning for scheduling and given an appointment date of Monday and stated he would take tomorrowHe was informed there was no availability for that day we were completely booked, but we had Monday, he then stated we should cancel another customer and put him on the schedule. He was informed that was not going to be the case and continued to argue and berate the scheduler as well as the company, stating we suck, etc He then stated he would call his home warranty to get another company to do the work and we agreed that would be fine and probably for the best. The warranty company called, I explained he refused the appointment we had available, they stated they would find another companyLater the warranty company contacted us back and asked if we could still place this customer down for a Monday appointment, We stated we could possibly work him in for the afternoon, but I had already given away the morning slot. Our upper management instructed that he didn't think it was in our company's best interest to service this customer as he already had a problem with us, unless he was willing to apologize for his behavior and clear the air. The home warranty company was informed of this, the customer refused to apologize and refused the installation
There was no work performed on the exhaust to the furnace on either of these visitsAs this doesn't even correlate with the A/C system
Since the monies requested do not pertain to the installation, we don't feel this should be refunded, as you were not charged any additional charges for this visit or our time, and cleanings are performed at approval of the homeowners and can only help the system

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** New system was installed May 2014. Started having cooling problems April when the weather began to warm up. Because it was going to take weeks for Milburn to come out, I called *** *** *** came out on 5/6/2015. *** *** stated in their report that the unit was installed improperly and the Freon had leaked out. They suggested calling back the company (Milburn) that had installed the unit to correct the issue. *** Milburn came out on 5/13/and according to his invoice (No. 001353) he checked the unit for no cool and found it low on chargeHe added Freon and charged me $75. 10/7/The AC was not cooling again. ***Heating and Cooling came out to look at the unit. The technician stated "Suction line is covered in FreonAppears to be not welded very wellSuggested calling the AC company who had installed the unit. Milburn technician came out on 10/8/2015. His invoice states Recurrent Freon issuesFound Freon leak at the suction service valve. Brazed and pressurized system. 10/23/AC not cooling again. I called Milburn and their first available appointment was 10/30/15. *** Milburn came out and started talking about what the charges would be to fix the unit. I calmly told him I wasn't going to keep paying for their improper installation. I never threaten him. A new ac unit should not keep losing its Freon!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** Their statement about keeping us informed is inaccurate at best All of our dealings were pleasant with the exception of dealing with *** who was unresponsive and provided some of the worst treatment and service we have ever received
Other potential customers need to be aware of the customer service issues they may face if they expect *** to provide any level of service
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I do apologize about not responding to the complaint response from Milburn Heating & Air, LLC. This is no excuse but with a small child and working it's easy to let things go through the cracks. We had been going back and forth between this company and our warranty company who referred Milburn to us.  The reason this came back up today is our AC unit went out last night. The last time Milburn came back to our house on 06/15 to fix the mistake they had made, the guy took a look at the AC part. In the response from Milburn they stated their worker fixed an AC problem. That wasn't even the issue. Do they have the right to fix other things we haven't told them to? We only had an issue with our furnace at that time. They "patched" it up with metal and tape.  We had a different company referred to us for our AC unit problem that happened today, 07/18. The unit was froze over. He did look at our furnace and wrote a note that said it was not installed correctly and it will probably not pass inspection which our inspection is scheduled on 07/31. I can send over the picture of what was written if need be. My original outcome was a refund of our amount paid of $800.00. They did refund $100.00 which covered the cost of the gas valve that they installed wrong. The continued problems leads me to believe they are not hiring skilled heating/air workers.  I expect more of a refund besides $100.00 for the hassle and problems we have incurred since our original problem on 06/14. I expect at least half back. I am not satisfied with this company and believe they need to be investigated on who runs the business and their hiring process and qualifications. Thanks for you time, [redacted]
[redacted]
]
Regards,
[redacted]

We did receive a call from this customer on 6/15/2017 in regards to a gas leak after the new install.  We explained we would have to locate the problem to determine if it was in our scope or if it was something a plumber would need to repair.  There are guidelines to what falls in HVAC and...

plumbing.  We sent a mechanic to them the same day to eval and fix the problem if under our scope.  The mechanic was able to fix the leak, we also refunded the portion of the installation related to the gas line modifications.  As well on the same day the mechanic noticed the A/C was having trouble and repaired that at no cost to the homeowner.  We understand the severity of this mishap.  We have also taken measures with our mechanics to resolve any further incidences such as this. Our deepest apologies for the incident and we hope that we have resolved the customers situation and needs.

We saw this customer 1/8/16 as described and at that timer weren't able to pinpoint a failure. Possibly issues with the reversing valve (see attachment)We did return on 1/25/16 and the reversing valve was failing as noted (see attachment)Recommendations were made to do a replacement of the full...

system because the existing indoor unit(the air handler) would not be compatible with a new outdoor unit (suppliers were contacted and verified)The authorization process once report is turned (always by the next business day) through the home warranty company takes 24 hours. The purchasing dept. then sends a purchase order to a supplier, which takes another 24 hours, then the equipment takes approximately 3-5 business days to arrive to our company.  All of this pending customers approval with their warranty company. Once our company receives the equipment, it is checked in by a mechanic, either the afternoon it arrived or by the next morning and then the customer is scheduled for the next available installation date.  Installations are not scheduled on weekends.  Installations typically take 6-8 hours.Installation was completed on 2/8/16.  As far as any failures post-installation, we have no record of this.  If the customer chose to utilize an outside company, this would void any work or warranty by Milburn Heating & A/C.  Our company strives to do quality work.  If we have any issues, when notified, we will do all we can to rectify the situation.  We were not given that opportunity for this customer.  I do wish that was not the case and we are not a year and a half later. As far as the equipment matching, both are products of [redacted] corporation (please feel free to verify with a local supplier).  The home warranty purchases this equipment, we do not.  The warranty companies do not promise brand matching, the only guarantees are for tonnage, seer and refrigerant compatibility. These two pieces meet those requirements.In regards to registering the equipment that is all stated in the booklets/owners manuals left with the equipment on installation. Unfortunately this has been over a year ago and it is out of the time frame to be able to register.  I regret that this customer had a negative experience and only wish we were given the opportunity to work through the issues.

I'm not sure what this customer believes the resolution to this should be.  The system functioned properly for almost a year before having failure. May 2014- April 2015.  That means it went through the hottest parts of 2014 without incident.  We charged only 1 time for a service call, no charges for Freon.  In order to move forward diagnostic needs to occur, however, NOT in a hostile environment.  When a customer is out of labor warranty are they entitled to free service for life, because of the word of another company? At this point I feel this customer/consumer relationship is broken, we can return the $75.00 and both move on.

All repairs have been provided at no additional charges to the homeowner. The A/C issue was a blown contactor 2 months ago. The A/C issue was addressed as a courtesy because we were there and they had young children. This was approved by the person responsible for the home and we were thanked for it at the time.  Any exisitng A/C issues would need to be addressed with whomever the customer is using now.  Contactors carry no warranty.  All paper work has been sent to buildings and codes for inspection purposes on 8/16/2017.  No other concerns were addressed.  We feel we have done all that should be done to remedy this situation.  We apologize if the customer disagrees.

Our initial visit with this homeowner was 7/25/** through their home warranty.  They had to have a complete new system change.  The home warranty was contacted and the authorization process was started.  The normal arrival for new equipment is 3-5 business days. Once equipment arrives...

the equipment is checked in for it's accuracy.  If the equipment is wrong then the home warranty is notified to rectify the problem.  That was the case with this customer.  There equipment was received improperly sized for their attic and there was no way to get it in the attic.  The home warranty company was notified immediately and was supposed to re-order a new one, there continued to be delays in the re-ordering process and the warranty company continued to tell the homeowner we were in possession of the equipment, when indeed we were not.  The correct equipment never arrived to us until 8/**/[redacted]  This installation is now currently complete. We apologize for this homeowner's frustration and any ill will they may have towards our company if they felt that we did not keep them in the loop.  We were doing everything in our power to get them taken care of and if we didn't go that extra mile to involve the customer we apologize.  We felt very bad about this situation.  It is definitely not the norm.
 
Thank you