First and foremost I wish to apologize to [redacted] for the problems that he has had with his Carrier refrigeration unit that we worked on 11/17/ I would like to state the facts in this matter as we know themWe worked on the unit on 11/17/to repair the unit for not cooling The unit had hours on it at that time We determined that the unit had very little refrigerant in the system We leak checked the unit and found a leak at the compressor seal We used an electronic leak detector to locate the leak We replaced the leaking compressor seal with a genuine Carrier sealWe installed the seal that the unit calls for We pressure tested the system, replaced the filter drier and evacuated the system and recharged the system with lbs of refrigerantWhen it came time to pay the bill [redacted] told us that he had recently purchased the unit and the former owner was supposed to pay for one half of the repair bill but [redacted] was unable to contact the former owner so he paid the bill in fullWe received a call on or about 12/28/from [redacted] explaining that he had a problem with the unit [redacted] told us that the compressor seal was leaking, there was dye in the system and the bell housing was cracked and a bolt was missingWe were also told that the compressor seal that was in the unit was the wrong seal [redacted] had the unit repaired at a Carrier dealer in South Carolina [redacted] sent us copies of the invoice for work he had done in South Carolina The unit had hours on it at that timeThat is hours more than when we worked on it on 11/17/ We told [redacted] we would like to be able to look at the unit to determine exactly what had happened to the unit so we could determine what type of liability we had in the matter [redacted] told us several times that he was going to bring the unit to us so we could look at it [redacted] called us again on 1/9/and told us he had the unit repaired again at another location and he was not going to bring the unit to us for us to inspect We told [redacted] that we were unable to do anything for him if we were not able to see the unit The seal that we put in the compressor was the one that Carrier calls for There is a different style seal that can also be used in the unit that has an oil catch provision The unit did not call for a seal with an oil catch provision Both style seals will work adequately We never add dye to a refrigeration system and do not even have dye in our facility We always use an electronic leak detector or pressure test a system to locate any leaksIt is not necessary to remove the bell housing from the compressor to perform a seal replacementIf the compressor seal was indeed leaking why wasn’t any refrigerant needed to be added? If the compressor seal was leaking it is doubtful that the unit could operate for hours The dealer in South Carolina stated they could not warranty the seal because the system had dye in itSummary: Again I apologize for this matter.I believe this unit had other problems when it came to us on 11/17/ It clearly had dye in the system from a previous occurrence Clearly the repair we did on this unit lasted hours, far short of what we would expect a repair to last Clearly we offered the customer to consider a claim if we were able to inspect the unit Clearly it is confusing that the customer would know the compressor seal was leaking on 12/24/when he took it to the dealer in South CarolinaClearly it is confusing that the dealer in South Carolina did not add refrigerant to the system after replacing the compressor sealResolution: As an act of good faith and good business practice we agree to refund the full amount ($1204.41) that the customer paid to us Please advise how you would like the refund to be handled Michael E*** Mohawk Truck, Inc West Seneca, NY
Good morning,I am waiting for one more piece of information in order to completely answer the complaint I will respond no later than Monday February 8, 2016Thank you,Mike E***
First and foremost I wish to apologize to [redacted] for the problems that he has had with his Carrier refrigeration unit that we worked on 11/17/ I would like to state the facts in this matter as we know themWe worked on the unit on 11/17/to repair the unit for not cooling The unit had hours on it at that time We determined that the unit had very little refrigerant in the system We leak checked the unit and found a leak at the compressor seal We used an electronic leak detector to locate the leak We replaced the leaking compressor seal with a genuine Carrier sealWe installed the seal that the unit calls for We pressure tested the system, replaced the filter drier and evacuated the system and recharged the system with lbs of refrigerantWhen it came time to pay the bill [redacted] told us that he had recently purchased the unit and the former owner was supposed to pay for one half of the repair bill but [redacted] was unable to contact the former owner so he paid the bill in fullWe received a call on or about 12/28/from [redacted] explaining that he had a problem with the unit [redacted] told us that the compressor seal was leaking, there was dye in the system and the bell housing was cracked and a bolt was missingWe were also told that the compressor seal that was in the unit was the wrong seal [redacted] had the unit repaired at a Carrier dealer in South Carolina [redacted] sent us copies of the invoice for work he had done in South Carolina The unit had hours on it at that timeThat is hours more than when we worked on it on 11/17/ We told [redacted] we would like to be able to look at the unit to determine exactly what had happened to the unit so we could determine what type of liability we had in the matter [redacted] told us several times that he was going to bring the unit to us so we could look at it [redacted] called us again on 1/9/and told us he had the unit repaired again at another location and he was not going to bring the unit to us for us to inspect We told [redacted] that we were unable to do anything for him if we were not able to see the unit The seal that we put in the compressor was the one that Carrier calls for There is a different style seal that can also be used in the unit that has an oil catch provision The unit did not call for a seal with an oil catch provision Both style seals will work adequately We never add dye to a refrigeration system and do not even have dye in our facility We always use an electronic leak detector or pressure test a system to locate any leaksIt is not necessary to remove the bell housing from the compressor to perform a seal replacementIf the compressor seal was indeed leaking why wasn’t any refrigerant needed to be added? If the compressor seal was leaking it is doubtful that the unit could operate for hours The dealer in South Carolina stated they could not warranty the seal because the system had dye in itSummary: Again I apologize for this matter.I believe this unit had other problems when it came to us on 11/17/ It clearly had dye in the system from a previous occurrence Clearly the repair we did on this unit lasted hours, far short of what we would expect a repair to last Clearly we offered the customer to consider a claim if we were able to inspect the unit Clearly it is confusing that the customer would know the compressor seal was leaking on 12/24/when he took it to the dealer in South CarolinaClearly it is confusing that the dealer in South Carolina did not add refrigerant to the system after replacing the compressor sealResolution: As an act of good faith and good business practice we agree to refund the full amount ($1204.41) that the customer paid to us Please advise how you would like the refund to be handled Michael E*** Mohawk Truck, Inc West Seneca, NY
Good morning,I am waiting for one more piece of information in order to completely answer the complaint I will respond no later than Monday February 8, 2016Thank you,Mike E***