Subzero Heating & Cooling, Inc.

Initial Business Response /* (1000, 5, 2016/07/20) */
At the time we went out the unit was not coming on and the unit thermal out due to a snake that got tangled up in the homeowners unit ( which I showed to her personally) we tried to change the capacitor on the unit and it did no good at that...

time, so we removed our capacitor! Due to other repaires that needed to be done there is damage to the unit. And due to them leaving the unit off and letting the unit sit and having another contractor come and put a capacitor on and it came on, which did not fix the issue due do it trying to run without a fan running has caused internal damage. As for a refund we came out diagnosed your problem and showed you personally what was going on, the customer was only charged the service call fee that every homeowner has to pay through there home warranty, we apologize for not reconnecting your damages/ bad capacitor we wanted to leave the unit disabled internally so the homeowner would not attemp to run the unit and cause more damage without having a hvac tech complete any and all repairs , I assure you that was not the issue at the time we tried that also, unfortunately that did not work at the time due to windings being open and motor overheating and turned into your home warranty and they did not cover the issue. Therefore I am not sure what your complaint is for for we did come to your home we did try to also change the capacitor ( which did not work at that time due to unit being over heated) due to snake getting caught up in fan motor which was also shown to Mrs homeowner. We do apologize that your warranty company did not cover the repairs you will need done I assure you that is a temporary fix for now and I assure you will have problems in the future due to the homeowner trying to run the unit when it was not working had a snowball effect. We have reced no phone calls from the customer regarding this matter not there home warranty. If us changing a simple capacitor would have worked at that time we would have left it and been done no big deal. Our intentions is not to prolong a repair or get it denied we do not get paid that way. We wanted the best repair for the customers future working of the unit so they do not have problems later.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept their response because it is inaccurate. They came to the house, noticed a snake was in the unit, and determined the dead snake must be the culprit. They took the capacitor, left the wires to the capacitor exposed in the unit increasing the risk of the faulty wires. They noted to me and the home warranty company that the A/C was in disrepair because a snake caused internal damage. They never gave a plan of action to fix the unit, which is baffling. Rather they just sent a report to the home warranty company and moved on. Based on that report, the home warranty company could not cover the repair because they think a snake caused the issue and not normal wear and tear. I don't fault the home warranty company in their decision based on that report. We knew that we needed the A/C unit fixed and we had to pay for the repairs. I called Subzero several times at varying times in the day and never got through to the company. Not knowing what to do next, we asked for a second opinion because we needed to have the unit fixed. The new A/C contractor came to the house, noted the dead snake in the unit, didn't see the damaged reported by Subzero, and put in a new capacitor, since Subzero took the capacitor. Once the capacitor was replaced, the unit kicked on and cool air immediately came pouring out of the vents. A simply $40 repair.
To recap, Subzero came to the house, inspected the unit, took the capacitor and gave an inaccurate report that a snake must have caused internal damage because they couldn't get the A/C on and didn't leave a report of the next steps to fix the unit. The company never answered calls or followed up on voicemails left for them. Lastly, they took the capacitor for no good reason and they left the unit wires exposed increasing the chances of the wires becoming faulty.
The new contractor came out and spent 15 minutes evaluating the unit and ultimately replacing the capacitor which fixing the unit.
In my opinion, Subzero is not professional as they never returned calls and didn't tell me what was needed to fix the unit. Instead blamed a dead snake in the unit for "internal damage". It is also in my opinion, Subzero needs more training so they can diagnosis the problem accurately, create a proper plan to address the issues and execute a full repair.
I would never recommend this company and, further, take the time and effort to keep people from using this company. I have never registered an informal or formal complaint about a company before but my experience with them compels me to do so.
Final Business Response /* (4000, 9, 2016/08/02) */
Mrs.[redacted]
I would like to first apologize for your inconvenience. Once again it is not our intentions to prolong your repair nor say you needed something you did not need nor take something that was good on your unit. apparently you were having a failure so if and I am saying this hypothetically your capacitor was even good and we just took it for no good reason and then the other company came out and put one on and the unit started working, then whey would you have filed a claim with your warranty.
first off the unit was running and in a bind and overheated.
I personally took you out to the unit and showed you the snake the tech shoved from the top of the unit where the fan blade was to the bottom. because of course that was our first fix also change the capacitor. unfortunately that did not fix your issue at that time.
we then turned the power off to the unit and removed the capacitor we installed because at that time your condenser fan motor and compressor were not coming on for a reason.
we do not leave a job without assuring a customer what we have done and what we are going to do. our intentions were not to get your claim denied either if the unit could be fixed right then, we would have fixed it, I assure you that any customer can ask for a second opinion through there home warranty and we would not do anything that we would not have done at our own homes. We are aware sometimes things happen such as this situation we did follow procedure and try a capacitor, and we are sorry at that time it did not work. you may want to run the scenario by your contractor that did the repair and maybe they can explain it to you also
I am not understanding what your wanting at this point?
we did come to your home and as the damage
we did try a repair that could have fixed the situation, but at that moment it did not.
after giving the unit time to cool down, windings to close, etc. and the unit not trying to run and not working, the other company was able to do a simple repair and get your unit up and running for you and I am glad they were. again unfortunately, that was not the case at the time we went out and we did not stick back in a bad capacitor, the unit was fine with those wires there we had power shut down to that unit and it would have not caused any damage and not let anyone think they could use a unit and damage it further. This is why a consumer should not continue to use a unit they are fully aware is not working. it should be shut off and left off this a service contractor arrives to avoid situations such as this and or cause further damage to there unit.
again all I can do is apologize and advise you to talk to the service company that did do the repair and run the scenario by them also