Stafford Heating & Air

After a sales call on April 9,2014, the customer requested that we install a system to replace a to year old systemWe took on the job but ran into problems when we tried to install the new air handler in the atticThe new unit turned out to be larger than the older one making the hook up impossibleA more compact unit was neededThat is why the model numbers were not the same, however, the quality and performance are the sameOnce the system was operational and warm weather occurred, the customers complained about the indoor coil freezingThis usually occurs from low airflow, many times caused by a restrictivefilterWhen discussing this with the customer, he indicated that he was using a pleated air filter which can cause the coil to freezeChanging to a less restrictive filter resolved the problem for several weeksWhen we next heard from the customer, we realized that a larger problem was presentOn July our service technician arrived and diagnosed the problem as a failed Thermal Expansion Valve (TXV) restricting the refrigerant flow to the indoor coilFollowing the [redacted] procedure for ordering parts we were told that the TXV was not available and that it would have to come from the factory, approximately taking a weekWe then contacted the [redacted] District Sales manager and requested his helpAuthorization was given to take the TXV out of a new unit in their warehouseWe received the part the afternoon of July 3,and contacted ihe customer and offered to install the part the next morning, July 4th, or in the morning of July, 5thThe customer said the morning of the 5th was better for themIt was necessary to work early in the morning so the heat in the attic would be minimizedHe agreed, The repair was completed Saturday, July before noon We certainly apologize and admit that the extremely hot weather this summer has increased our reaction time in responding to our customers' requestsWe are sorryWe have had a backlog of over a week for service requests since MayWe have a finite resource of trained service technicians who are affected by the heat also but who have been doing their best under difficult conditions and long hoursDue to the hot summer our suppliers have also been overloadedI wish to thank the people at [redacted] for their support in expediting the repair for this customerAgain we sympathize with the inconvenience and uncomfortable conditions our customers experienceWe are constantly striving to do our bestIn this customer's eyes we failed

Yes the repair has been completed. But I was unhappy with the respond that Stafford Heating and Air had made. The way the whole repair was handled was totally wrong and they made it look like we were the ones not willing to work with and that is untrue. We were told that he was not sure if his tech would work on the 4th, not that we said it would not work for us. I only want other customers to see the type of service we experienced and take it in mind when they hire Stafford Heating and Air
Thank you

After a sales call on April 9,2014, the customer requested that we install a system to replace a 25 to 30 year old system. We took on the job but ran into problems when we tried to install the new air handler in the attic. The new unit turned out to be larger than the older one...

making the hook up impossible. A more compact unit was needed. That is why the model numbers were not the same, however, the quality and performance are the same. Once the system was operational and warm weather occurred, the customers complained about the indoor coil freezing. This usually occurs from low airflow, many times caused by a restrictivefilter. When discussing this with the customer, he indicated that he was using a pleated air filter which can cause the coil to freeze. Changing to a less restrictive filter resolved the problem for several weeks. When we next heard from the customer, we realized that a larger problem was present. On July 1 our service technician arrived and diagnosed the problem as a failed Thermal Expansion Valve (TXV) restricting the refrigerant flow to the indoor coil. Following the [redacted] procedure for ordering parts we were told that the TXV was not available and that it would have to come from the factory, approximately taking a week. We then contacted the [redacted] District Sales manager and requested his help. Authorization was given to take the TXV out of a new unit in their warehouse. We received the part the afternoon of July 3,2014 and contacted ihe customer and offered to install the part the next morning, July 4th, or in the morning of July, 5th. The customer said the morning of the 5th was better for them. It was necessary to work early in the morning so the heat in the attic would be minimized. He agreed, The repair was completed Saturday, July 5 before noon. 
We certainly apologize and admit that the extremely hot weather this summer has increased our reaction time in responding to our customers' requests. We are sorry. We have had a backlog of over a week for service requests since May. We have a finite resource of trained service technicians who are affected by the heat also but who have been doing their best under difficult conditions and long hours. Due to the hot summer our suppliers have also been overloaded. I wish to thank the people at [redacted] for their support in expediting the repair for this customer. Again we sympathize with the inconvenience and uncomfortable conditions our customers experience. We are constantly striving to do our best. In this customer's eyes we failed.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Sorry but have been on vacation and was unable to respond sooner.  First of all Stafford Heating &Air are the ones that recommended this unit so when the original estimate was done [redacted] himself went up and looked at our old unit and advised us as to what size unit we needed.  However that unit would not fit and we were never told a more compact unit was going to replace what we were to get.  However this info never came from the company it came from the tech.  It was not a week in between the time we originally called them about the freezing up again once we changed the filter.  Stafford's response to my complaint is totally wrong on the dates.  The issue is that we did not get the unit we we're suppose to get and we're not giving the opportunity to say yes or no to the replacement and the customer service was awful.  In regards to their comment on coming out on July 4th is totally untrue.  He said he would see if his tech would work but if not they would do it on the 5th but he would call first.  We never got a call either way.  Like I said in my original complaint I work for a service company and this is not the way to do business.
Thank you
[redacted]

Review: Very poor Customer service. Had a new A/C installed April 29, 2014. June 23, 2014 froze up. Called Stafford Heating & Air and was told to go get a cheap filter and replace. Did that, worked for a while and froze again. Called again to Stafford on 6/25 and was told, I have a bigger problem but he couldn't get anyone out until 7/1. It is 97 degrees in my house and this is the service a 66 yr old gets. Came out on 7/1 said a part was bad and would have to order. Stafford called and said it was going to be a week before he could get the part. It is 100 degrees outside and we have no A/C. My wife called and ask why he could not have the part shipped overnight? Was told he could but I would have to pay for it, mind you the unit is under warranty for parts and labor for a year with Stafford Heating & A/C. They called on July 3 and said part was there and he would see if his guy would come out on Friday July 4 and installed it but he would call and let me know. No phone call, however on Saturday July 5th they show up to install the part. The whole experience with Stafford Heating and Air has not been a good experience at all. First of all they were to start on Monday April 28, I called to confirm and was told he didn't have all the parts could he make it on Tuesday? Tuesday they show up with the wrong unit and have to come back on Wednesday. Then I didn't get the model number that was written on my contract and I had to call and ask why and was told I got what I paid for even though the model numbers were not the same. I feel like they should have at least said to me, we couldn't get the same model number but the quality is the same. However nothing was said to me. I work in customer service and this is not the way you treat your customers if you intend to provide good service and to give your business a good name. I would not recommend them at all. Their techs were very nice and did a great job but the company management has no customer service at all.Desired Settlement: I just want other people to know the type of service that is given by this company. When [redacted] came out he was very nice and had no problem in helping us out. However when there was a problem it was a different story. I feel that he did not do the best he could in getting our air condition working and wasn't concerned at all. I feel if they had came out the first time we called instead of telling us to get a cheap filter they may have been able to see what the bigger problem was.

Business

Response:

After a sales call on April 9,2014, the customer requested that we install a system to replace a 25 to 30 year old system. We took on the job but ran into problems when we tried to install the new air handler in the attic. The new unit turned out to be larger than the older one making the hook up impossible. A more compact unit was needed. That is why the model numbers were not the same, however, the quality and performance are the same. Once the system was operational and warm weather occurred, the customers complained about the indoor coil freezing. This usually occurs from low airflow, many times caused by a restrictivefilter. When discussing this with the customer, he indicated that he was using a pleated air filter which can cause the coil to freeze. Changing to a less restrictive filter resolved the problem for several weeks. When we next heard from the customer, we realized that a larger problem was present. On July 1 our service technician arrived and diagnosed the problem as a failed Thermal Expansion Valve (TXV) restricting the refrigerant flow to the indoor coil. Following the [redacted] procedure for ordering parts we were told that the TXV was not available and that it would have to come from the factory, approximately taking a week. We then contacted the [redacted] District Sales manager and requested his help. Authorization was given to take the TXV out of a new unit in their warehouse. We received the part the afternoon of July 3,2014 and contacted ihe customer and offered to install the part the next morning, July 4th, or in the morning of July, 5th. The customer said the morning of the 5th was better for them. It was necessary to work early in the morning so the heat in the attic would be minimized. He agreed, The repair was completed Saturday, July 5 before noon.

We certainly apologize and admit that the extremely hot weather this summer has increased our reaction time in responding to our customers' requests. We are sorry. We have had a backlog of over a week for service requests since May. We have a finite resource of trained service technicians who are affected by the heat also but who have been doing their best under difficult conditions and long hours. Due to the hot summer our suppliers have also been overloaded. I wish to thank the people at [redacted] for their support in expediting the repair for this customer. Again we sympathize with the inconvenience and uncomfortable conditions our customers experience. We are constantly striving to do our best. In this customer's eyes we failed.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Sorry but have been on vacation and was unable to respond sooner. First of all Stafford Heating &Air are the ones that recommended this unit so when the original estimate was done [redacted] himself went up and looked at our old unit and advised us as to what size unit we needed. However that unit would not fit and we were never told a more compact unit was going to replace what we were to get. However this info never came from the company it came from the tech. It was not a week in between the time we originally called them about the freezing up again once we changed the filter. Stafford's response to my complaint is totally wrong on the dates. The issue is that we did not get the unit we we're suppose to get and we're not giving the opportunity to say yes or no to the replacement and the customer service was awful. In regards to their comment on coming out on July 4th is totally untrue. He said he would see if his tech would work but if not they would do it on the 5th but he would call first. We never got a call either way. Like I said in my original complaint I work for a service company and this is not the way to do business.

Thank you

Consumer

Response:

Yes the repair has been completed. But I was unhappy with the respond that Stafford Heating and Air had made. The way the whole repair was handled was totally wrong and they made it look like we were the ones not willing to work with and that is untrue. We were told that he was not sure if his tech would work on the 4th, not that we said it would not work for us. I only want other customers to see the type of service we experienced and take it in mind when they hire Stafford Heating and Air.

Thank you