SPC Mechanical Corporation

We ordered a [redacted] 2.5 ton gas pack A/* from the company to be installed on July 14 with a 10 yr parts warranty. They tried to install different AC.On June 23rd, SPC made a service call to our house because our A/* gas pact was not cooling. We were told at the time that the problem was fixed. The unit again quit cooling on July 5th. At that time, the company checked the unit and said that it had more than one freon leak. We requested prices for a new A/* from their sales representative, [redacted] We received a quote of $3900 for a [redacted] 2.5 ton gas pack to be installed on July 14th. The company showed up at our house with a [redacted] 2.5 ton gas pack. We were told that the units were identical. However, a check online indicated that [redacted] is not the same quality as a [redacted] brand unit. The [redacted] website indicates that the units have a 5 year parts warranty rather than the 10 year warranty with [redacted] We told the company that this was not the product that we had agreed on. They claimed that they just confused the units at the shop; however, I feel that this company was attempting to charge us for the [redacted] that we had ordered and install an inferior unit.Desired SettlementI feel that this was a case of bait and switch. The company was charging for a 2.5 [redacted] gas pack AC with a 10 year parts warranty and was trying to pass off an inferior [redacted] product (made by [redacted] that has only a 5 year parts warranty, claiming that they just picked up the wrong unit at the shop. It is my understanding that bait and switch practices are illegal.Business Response Southern Piping Company ordered a [redacted] 2.5 ton gas pack unit to be installed for the client as noted in the attachment from the vendor, [redacted]. As noted in the letter from the [redacted] Territory Manager, SPC did order the [redacted] product for the client, however [redacted] made an error in their labeling process by placing a [redacted] versus [redacted] label on the shipment to SPC. Because the items are identical except for the label, an error was then made at SPC in that the technician relied on a visual inspection that omitted the product label verification step prior to delivery to the client. Upon discovery of the error, SPC responded immediately to resolve. Mr. [redacted], SPC Service Manager, attempted to make immediate resolution with the client by removing the [redacted] product and re-installing the original unit to working order; assuring client the [redacted] product from the vendor would arrive and be installed immediately. The client refused this resolution. Mr. [redacted] made attempts to assure client it was an error in the QC process only that originated at the [redacted] vendor warehouse and worked to resolve the error by letting the client know the correct [redacted] product would be shipped and installed immediately. The [redacted] vendor provided a letter as well which acknowledged their error in the process and offered an apology as well. The client refused all attempts from SPC to resolve the error. The resolution that the customer requested, and SPC complied with, was SPC removed the mis-shipped product and re-installed the original unit to working order. In addition, SPC wanted to leave the client with a fully charged unit to allow the client time to make new arrangements for unit replacement so full levels of freon were added to the system at no charge. SPC apologized to the client for the shipment error and resolution was made to the clients satisfaction. Consumer Response I do not believe that this was a simple error. When we first pointed out to the SPC installer that the unit they were attempting to install was a [redacted], his statement was that it was the same as a [redacted]. While a [redacted] is manufactured by [redacted], the customer cannot obtain a 10-year warranty on a [redacted] unit. [redacted] only offers a 5-year warranty.[redacted] had quoted us for a [redacted] with a 10-yr warranty. After the installer insisted that the units were exactly the same, we checked online and discovered the [redacted] was not the same in quality. Please be aware that we had to wait 2 days for a quote from [redacted] on an A/C unit and then a few more days to have it delivered and installed. SPC did provide us freon in our existing unit during that time period. I find it odd that we had to wait so long to get a unit and then SPC just happened to have another in the shop that was our size. Also, after SPC left our property, the installer came back to my house hours later claiming that he was missing some tools. I found this odd, and accompanied him to my back yard. There were no tools there. I went back inside my house, and he appeared to leave our property. However, I saw him again enter my fence through a window. At that point, I again followed him to my yard, and told him nothing was there, so please leave. This was around 4 PM on the day they had attempted to install the inferior unit at 8-9 AM. I was not impressed that their employee would appear to leave my yard, and then again enter my fence when he thought that I was inside. I have no intention of dealing with [redacted] or SPC again. We are quite happy with the company, [redacted], that we called after trying to deal with SPC. Consumer Response I have now read the letter that SPC claims to have been written by [redacted]. It is very interesting that SPC has provided a letter from [redacted] stating that [redacted] delivered to SPC the wrong unit. On the morning that SPC attempted to install the [redacted] unit, the installers told us that our [redacted] was at SPC's shop and that the installers had just put the wrong unit on the truck to our house. They tried to convince us to let them go switch the units and bring us the correct unit that was at their shop. They said that they could be back with a real [redacted] (not [redacted]) within the hour that day. It seems that what the installers told us that morning does not match what is claimed in the alleged letter from [redacted]. If [redacted] shipped the wrong unit, how was the correct unit already at SPC and able to be installed that same day? We had no knowledge of this letter dated, July 14, until I downloaded it from Revdex.com. But, again, it does not match the events of the morning that we dealt with SPC. My impression of this company is worse now than the day I asked them to leave my property. It is my opinion that they will now say anything to cover up their sales practices, which, in my opinion, was an attempt to quote a price for a unit of higher quality and deliver an inferior product.