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Review: My newly purchased HVAC(Infinity by Carrier) system was installed in January of 2013 and during this time due to the cold weather AC had not tested for proper fucntioning. When the AC was powered on in May 2013 I started having issues of leakage of the coolant with having to call Service today every 15 days or 7 days(sometimes) with the AC not functioning. They have come and refilled the coolant however failed to fix the root cause of the issue. After having refilled the coolant and several calls over the past couple of months, they came in to analyze the issue. It was then found that the coolant had been leaking on the outdoor unit and that had to be replaced. This was discovered July 18th 2013 . Since then I have been following up with this issue and was promised that I would be getting a replacement unit "soon" in the coming weeks as it was a brand new unit that I had purchased. Its nearly 2 months with no replacement in sight and I am still having to deal with AC not working every couple of days and having to call Service today and having to wait couple of days for them to come and refill the coolant.Desired Settlement: I need the brand new equipment(AC) replaced or have a refund issued if they are not able to do so.

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Response:

The Carrier system was replaced 9/12/13. The Carrier system was initially installed 1/2/13. The first complaint of the system not cooling was 6/14/13. We responded the same day and added freon to cool the house and did a leak check on the system. We received another call on 6/28/13, added freon again to cool the house and did additional testing to find the problem. It was found to be a

defective condenser. Our office contacted Carrier to start the replacement process and the problem was explained to the homeowner. While waiting for Carrier to process the replacement unit, additional calls were received from the homeowner on 7/19/13 & 8/2/13 of the house not cooling. Our technicians came the same day of the calls to add freon to the unit to cool the home.

Carrier still has not processed the warranty for the replacement so our company purchased an additional condenser at our own expense to replace the customer’s unit. Carrier only wanted to replace the condenser coil while we felt he deserved a brand new system so we purchased it ourselves. The condenser was replaced on 9/12/13 with no further issues being reported by homeowner. The time it takes for Carrier to honor their replacement warranties is unfortunately out of our control. The unit was replaced as quickly as possible while also maintaining the customers comfort every time a phone call was received by our office.

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Description: Heating & Air Conditioning, Plumbing, Heating, and Air-Conditioning Contractors (NAICS: 238220)

Address: 1009 S Olden Ave, Hamilton, New Jersey, United States, 08610-5153

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