Initial Business Response / [redacted] (1000, 13, 2015/12/31) */ We feel that MrBuckler was adequately informed of the service charges incurred on the date of service; but in an effort to resolve this situation, we have written-off all charges
Initial Business Response /* (1000, 7, 2016/09/01) */
*** *** originally called our company, Knight Heating and Air Conditioning, on April 12th of this year requesting a proposalAn estimator went to her home to provide a proposal and Ms*** stated that she had bids from several other
companies, but there were conflicting stories on what was actually bad and needed replacedBased on these conflicting reports, our estimator asked a service technician to look at the system and give a diagnosis as to what really was wrong with the equipmentThe technician found a 20+ year old Rheem system (well beyond its 15-year life expectancy) with a leaking evaporator coil and an air conditioner with a failed contactor, extremely dirty and in need of general maintenance as well as a new air conditioner pad (existing pad was deteriorated)At that time, Ms*** stated that she wasn't sure how much longer she was planning on living in this home and did not want to spend more than she had toBased on all this information, we provided her with three proposalsFirst to replace the entire system, second to replace the air conditioner and evaporator coil and third to replace the evaporator coil only with minor repairs to the existing air conditionerIt was our recommendation, that at a minimum, the air conditioner and evaporator coil should be replaced because of the age, but since the air conditioner would be functional after the minor repair, the decision was hersMs*** decided to go with the third option and replace the evaporator coil only with the minor repairs to the existing 20+ year old air conditionerWe performed the proposed work Tuesday, April 19, and due to the cool outdoor temperatures on that day, we had to return on a warmer day to properly charge the systemWe did make one other return visit to her home due to a problem with the TXV, which was taken care of at no charge to the customer, but did not return times on a tripped breaker, as stated in the Revdex.com complaintOn Sunday, June 26th, Ms*** called our afterhours service stating that her air conditioning system was not coolingOur technician went out and checked the system, finding that the breaker had tripped and the compressor had locked rotor amps, indicating an internal compressor failureAt that time, we talked to Ms*** at great length regarding the price of the air conditioner replacementShe felt we should warranty the air conditioner due to the recent evaporator coil replacementUnfortunately, we could not come to a satisfactory price agreement between our company and Ms*** and she apparently chose another company replace her air conditionerSeveral weeks later Ms*** called and spoke with *** ***, stating that the company who installed the air conditioner told her the installation of the evaporator coil had caused the compressor failure and claimed that it was due to being installed without proper ventilationShe also stated that she had a letter from that company stating this claim and had pictures to prove itWe are somewhat confused by these statements because proper replacement of an evaporator coil does not require any "venting"We simply connected to the existing furnace and ductwork*** *** has asked Ms*** her to provide the letter and photos, so he could assess the accuracy of these statementsTo this date this information has not been provided
Initial Consumer Rebuttal /* (3000, 9, 2016/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr***'s statement is not totally accurateTo begin with, I never stated that I was not not sure how much longer I planned to remain in my homeNor did anyone from Knight HVAC recommend, "that at a minimum, the air conditioner" should be replacedThe technician did in fact assure me that he was certain the unit would last several more yearsI have photos of the inadequate ventilation duct of the new evaporator coil taken by the company that replaced the unit in June as well as their statement that the inadequate ventilation had caused the evaporator to freeze, causing the circuit breaker to tripKnight technician made service calls, found the tripped breaker, but did not check the evaporator coilInstead he restarted the electricity to the unit and let it freeze againBy the time the breaker tripped again and I called Knight for the 3rd service call, the frozen evaporator coil had ruined the compressorHVAC sites on the internet list inadequate ventilation as the primary cause of a frozen evaporator coil and state that adequate ventilation must be supplied before restarting the unit or ruining the compressor will be the resultKnight HVAC should have known this factTheir lack of knowledge caused me to have to buy a new air conditioning unit, another pad for the unit (in addition to the pad I paid Knight for), additional coolant for the new unit which would not take the coolant supplied by Knight for the old unit, additional labor costs to remove the furnace for the 2nd time and to remove and reinstall the evaporator coilMrKnight offered me compensation in the amount of $1500, but that amount doesn't begin to cover the extra expenses I had because of his company's incompetence
Final Consumer Response /* (4200, 13, 2016/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The new evaporator coil was larger than the old one, necessitating removal of the furnace in order to install itThe ventilation was adequate for the old coil as evidenced by the fact that it operated for yearsHowever, the larger coil covered more space, noticeably restricting the area of ventilationThis is what the master technician from the second company (who took the pictures) explained after he asked me to come out to the furnace room and see the problem for myselfHe said adequate ventilation for the new coil had to be provided or it would freeze again and short out the compressor on the new air conditioning unitThey removed the new evaporator coil and furnace, enlarged the ventilation space and reinstalled the coil and furnaceMrKnight makes a big deal of the age of the compressor, but I am still using kitchen appliances installed when the house was built years agoMost technicians will admit that newer equipment does not have the life expectancy that older equipment did because "they don't build them like they used to." The attorney I consulted about this matter has advised that it would be fairer for an impartial judge to examine the evidence rather than the owner of the accused HVAC companyMrKnight's threats do not scare meAt age 81, I survived of the hottest days of the summer without air conditioning, thanks to his company's inadequate installation and failure to find the problem on subsequent service callsI have also had to mow my own lawn this summer for the first time in my life because after paying twice for air conditioning, I could not afford to have the lawn service do it again this summerThe attorney has suggested that we ask for punitive damages if this matter can not be settled out of court
Final Business Response /* (4000, 11, 2016/09/07) */
Unfortunately, we may not be able to come to an agreement about the events prior to replacing the evaporator coil, but we are still willing to work with Ms***, as we have stated numerous timesAs previously stated, we are simply having difficulty accepting that the evaporator coil was replaced incorrectly, causing the 20+ year old compressor to failWe did not change any venting and there is no venting in the process of replacing the evaporator coilAny venting issues would have been there since the original equipment was installed and compressor ran that way for over yearsAgain, we are asking for the pictures and letter from the mechanical Master that she has, along with the permit and the inspection performed by the governing authority at the time of the air conditioner installationIn the event, Ms*** does not provide these documents, we will consider her statements slanderous
Initial Business Response /* (1000, 13, 2015/12/31) */
We feel that Mr. Buckler was adequately informed of the service charges incurred on the date of service; but in an effort to resolve this situation, we have written-off all charges.
Initial Business Response / [redacted] (1000, 13, 2015/12/31) */ We feel that MrBuckler was adequately informed of the service charges incurred on the date of service; but in an effort to resolve this situation, we have written-off all charges
Initial Business Response /* (1000, 7, 2016/09/01) */
*** *** originally called our company, Knight Heating and Air Conditioning, on April 12th of this year requesting a proposalAn estimator went to her home to provide a proposal and Ms*** stated that she had bids from several other
companies, but there were conflicting stories on what was actually bad and needed replacedBased on these conflicting reports, our estimator asked a service technician to look at the system and give a diagnosis as to what really was wrong with the equipmentThe technician found a 20+ year old Rheem system (well beyond its 15-year life expectancy) with a leaking evaporator coil and an air conditioner with a failed contactor, extremely dirty and in need of general maintenance as well as a new air conditioner pad (existing pad was deteriorated)At that time, Ms*** stated that she wasn't sure how much longer she was planning on living in this home and did not want to spend more than she had toBased on all this information, we provided her with three proposalsFirst to replace the entire system, second to replace the air conditioner and evaporator coil and third to replace the evaporator coil only with minor repairs to the existing air conditionerIt was our recommendation, that at a minimum, the air conditioner and evaporator coil should be replaced because of the age, but since the air conditioner would be functional after the minor repair, the decision was hersMs*** decided to go with the third option and replace the evaporator coil only with the minor repairs to the existing 20+ year old air conditionerWe performed the proposed work Tuesday, April 19, and due to the cool outdoor temperatures on that day, we had to return on a warmer day to properly charge the systemWe did make one other return visit to her home due to a problem with the TXV, which was taken care of at no charge to the customer, but did not return times on a tripped breaker, as stated in the Revdex.com complaintOn Sunday, June 26th, Ms*** called our afterhours service stating that her air conditioning system was not coolingOur technician went out and checked the system, finding that the breaker had tripped and the compressor had locked rotor amps, indicating an internal compressor failureAt that time, we talked to Ms*** at great length regarding the price of the air conditioner replacementShe felt we should warranty the air conditioner due to the recent evaporator coil replacementUnfortunately, we could not come to a satisfactory price agreement between our company and Ms*** and she apparently chose another company replace her air conditionerSeveral weeks later Ms*** called and spoke with *** ***, stating that the company who installed the air conditioner told her the installation of the evaporator coil had caused the compressor failure and claimed that it was due to being installed without proper ventilationShe also stated that she had a letter from that company stating this claim and had pictures to prove itWe are somewhat confused by these statements because proper replacement of an evaporator coil does not require any "venting"We simply connected to the existing furnace and ductwork*** *** has asked Ms*** her to provide the letter and photos, so he could assess the accuracy of these statementsTo this date this information has not been provided
Initial Consumer Rebuttal /* (3000, 9, 2016/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr***'s statement is not totally accurateTo begin with, I never stated that I was not not sure how much longer I planned to remain in my homeNor did anyone from Knight HVAC recommend, "that at a minimum, the air conditioner" should be replacedThe technician did in fact assure me that he was certain the unit would last several more yearsI have photos of the inadequate ventilation duct of the new evaporator coil taken by the company that replaced the unit in June as well as their statement that the inadequate ventilation had caused the evaporator to freeze, causing the circuit breaker to tripKnight technician made service calls, found the tripped breaker, but did not check the evaporator coilInstead he restarted the electricity to the unit and let it freeze againBy the time the breaker tripped again and I called Knight for the 3rd service call, the frozen evaporator coil had ruined the compressorHVAC sites on the internet list inadequate ventilation as the primary cause of a frozen evaporator coil and state that adequate ventilation must be supplied before restarting the unit or ruining the compressor will be the resultKnight HVAC should have known this factTheir lack of knowledge caused me to have to buy a new air conditioning unit, another pad for the unit (in addition to the pad I paid Knight for), additional coolant for the new unit which would not take the coolant supplied by Knight for the old unit, additional labor costs to remove the furnace for the 2nd time and to remove and reinstall the evaporator coilMrKnight offered me compensation in the amount of $1500, but that amount doesn't begin to cover the extra expenses I had because of his company's incompetence
Final Consumer Response /* (4200, 13, 2016/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The new evaporator coil was larger than the old one, necessitating removal of the furnace in order to install itThe ventilation was adequate for the old coil as evidenced by the fact that it operated for yearsHowever, the larger coil covered more space, noticeably restricting the area of ventilationThis is what the master technician from the second company (who took the pictures) explained after he asked me to come out to the furnace room and see the problem for myselfHe said adequate ventilation for the new coil had to be provided or it would freeze again and short out the compressor on the new air conditioning unitThey removed the new evaporator coil and furnace, enlarged the ventilation space and reinstalled the coil and furnaceMrKnight makes a big deal of the age of the compressor, but I am still using kitchen appliances installed when the house was built years agoMost technicians will admit that newer equipment does not have the life expectancy that older equipment did because "they don't build them like they used to." The attorney I consulted about this matter has advised that it would be fairer for an impartial judge to examine the evidence rather than the owner of the accused HVAC companyMrKnight's threats do not scare meAt age 81, I survived of the hottest days of the summer without air conditioning, thanks to his company's inadequate installation and failure to find the problem on subsequent service callsI have also had to mow my own lawn this summer for the first time in my life because after paying twice for air conditioning, I could not afford to have the lawn service do it again this summerThe attorney has suggested that we ask for punitive damages if this matter can not be settled out of court
Final Business Response /* (4000, 11, 2016/09/07) */
Unfortunately, we may not be able to come to an agreement about the events prior to replacing the evaporator coil, but we are still willing to work with Ms***, as we have stated numerous timesAs previously stated, we are simply having difficulty accepting that the evaporator coil was replaced incorrectly, causing the 20+ year old compressor to failWe did not change any venting and there is no venting in the process of replacing the evaporator coilAny venting issues would have been there since the original equipment was installed and compressor ran that way for over yearsAgain, we are asking for the pictures and letter from the mechanical Master that she has, along with the permit and the inspection performed by the governing authority at the time of the air conditioner installationIn the event, Ms*** does not provide these documents, we will consider her statements slanderous
Initial Business Response /* (1000, 13, 2015/12/31) */
We feel that Mr. Buckler was adequately informed of the service charges incurred on the date of service; but in an effort to resolve this situation, we have written-off all charges.