First of all, we want to say that we are so sorry Ms*** had to go through the complications that she’s had.Ms*** was assigned to us through her home warranty service and not through Moonlight Mechanical directly We were contracted to replace the broken air conditioning unit for
them and we provide detailed quotes to the company and they approve the work In these cases we tie the new air handler to the existing electrical wiring and drain lines unless there is obvious reasons where an upgrade is warranted The unit was installed, tested and was working properly from July 17, (date of installation) until we were sent out for a water leak on August 14th which is exactly four (4) weeksThe customer stated that the repair was completed at the end of July but that was for the downstairs coil, which was a completely different repair.Customer called Moonlight Mechanical to let us know there was leakageWe went out to perform a diagnosticUpon diagnosis, our technician found that the drain was clogged and the drain pan was filled with water The technician checked the wiring and the installation of the safety switch which is built into the drain pan and no problems were found with the wiring or the installationSimply put, the mechanical safety switch failed to do its job when the pan filled with water.An A/C unit produces about *** gallons of water a day It is impossible for an A/C unit to be working for four weeks with a clogged drain, therefore this clog happened at some point after the installationClogs can happen because of dirt and debris, insects, etc There are many reasons why A drain can clog at any timeAll that a customer can do is hope that they catch the leak before it does any damageJust in case they don’t, we install a safety switch that shuts the unit off if their is a clogWe are not required to install a safety switch, but we do for the benefit of the customer Unfortunately, this switch was faulty. The safety switch was installed correctly, as verified by technicianPictures were taken of the installation before the technician left(Pictures attached) The technician then went and purchased a new switch and installed it free of charge. We have in our policy (and is standard for all HVAC companies) that we are not responsible for any damage caused by water unless it is directly our fault because of poor workmanshipWe have attached a copy of the policy. Two of our staff members called the manufacturer about this switch and the manufacturer would not take any responsibility either.As Ms*** stated, we recommended she go through her homeowner’s insurance for helpShe stated that her deductible was ***Unfortunately, it is a high deductible, but that is the deductible that they had put in place.The customer also owed us *** for charges that her home warranty did not coverWe offered to help her by waiving these charges so she could put the money towards her deductibleCustomer informed us that that those payments were separate from the current problem and that she would pay that in full and refused our offerThe offer still remains if she wants it
First of all, we want to say that we are so sorry Ms*** had to go through the complications that she’s had.Ms*** was assigned to us through her home warranty service and not through Moonlight Mechanical directly We were contracted to replace the broken air conditioning unit for
them and we provide detailed quotes to the company and they approve the work In these cases we tie the new air handler to the existing electrical wiring and drain lines unless there is obvious reasons where an upgrade is warranted The unit was installed, tested and was working properly from July 17, (date of installation) until we were sent out for a water leak on August 14th which is exactly four (4) weeksThe customer stated that the repair was completed at the end of July but that was for the downstairs coil, which was a completely different repair.Customer called Moonlight Mechanical to let us know there was leakageWe went out to perform a diagnosticUpon diagnosis, our technician found that the drain was clogged and the drain pan was filled with water The technician checked the wiring and the installation of the safety switch which is built into the drain pan and no problems were found with the wiring or the installationSimply put, the mechanical safety switch failed to do its job when the pan filled with water.An A/C unit produces about *** gallons of water a day It is impossible for an A/C unit to be working for four weeks with a clogged drain, therefore this clog happened at some point after the installationClogs can happen because of dirt and debris, insects, etc There are many reasons why A drain can clog at any timeAll that a customer can do is hope that they catch the leak before it does any damageJust in case they don’t, we install a safety switch that shuts the unit off if their is a clogWe are not required to install a safety switch, but we do for the benefit of the customer Unfortunately, this switch was faulty. The safety switch was installed correctly, as verified by technicianPictures were taken of the installation before the technician left(Pictures attached) The technician then went and purchased a new switch and installed it free of charge. We have in our policy (and is standard for all HVAC companies) that we are not responsible for any damage caused by water unless it is directly our fault because of poor workmanshipWe have attached a copy of the policy. Two of our staff members called the manufacturer about this switch and the manufacturer would not take any responsibility either.As Ms*** stated, we recommended she go through her homeowner’s insurance for helpShe stated that her deductible was ***Unfortunately, it is a high deductible, but that is the deductible that they had put in place.The customer also owed us *** for charges that her home warranty did not coverWe offered to help her by waiving these charges so she could put the money towards her deductibleCustomer informed us that that those payments were separate from the current problem and that she would pay that in full and refused our offerThe offer still remains if she wants it