Temp Tech

Review: - Temp Tech installed a 3 ton York 16 seer Heat pump on 11/11/11. The total cost of installation was $6,700.

- In June of 2012 the unit failed. Temp Tech responded immediately and advised the parts and service were under warranty. We were thankful for their immediate response as my family includes two children under 4 or younger and a wife that was 8 mos. pregnant.

- In July of 2013 the unit again failed. Temp. Tech again responded immediately. They advised it was the same valve that failed. As it was past 1 year we would be charged for repairs. We advised we understood and to please order the repair part.

- My wife and I contacted the manufacturer of the heat pump to see if they were having problems with this unit. The Temp Tech technician, [redacted], became upset that we had contacted the manufacturer. He advised me that I should not be bad mouthing their company. He informed me that Temp Tech did not need our business. Shorty after this conversation he advised via text message their company would no longer work with us. I responded that I understood they were upset but as it was important we have AC as the residents of my home at this time include a 5, 3, and 1 year old. Temp Tech did not respond to this request for assistance.

- We contacted [redacted] of [redacted]. They responded within a week and advised that the valves were not faulty. The original installer, Temp Tech, had failed to engage the high speed fan. This caused the unit to freeze up during extreme heat as it was not operating efficiently. The unit has worked fine since their service call.Desired Settlement: - A written apology

- Payment for the [redacted] invoice in the amount of $125. I can provide a copy of this invoice if necessary.

Business

Response:

I am responding to the complaint filed by [redacted] against my company Temp Tech. All of [redacted]'s dates and dollar amounts are accurate as described in his complaint. When [redacted] purchased his unit from Temp Tech, he was given a 1-year parts and labor warranty. Eight months after the installation, he had a TXV fail. At that time, Temp Tech responded immediately and resolved the problem by replacing the faulty valve. All work was done at no charge to him. Almost 13 months later, the same valve was restrictive causing the unit to ice up. The technician that I sent to [redacted]'s home at the time has 20+ years experience and immediately determined the failure of the TXV. It was an obvious problem making the diagnostics easy. When my technician informed **. [redacted] of the problem, he became very angry and said he would not pay a penny for this repair and wanted it fixed immediately. My technician put [redacted] on the phone with me and I informed him that it was too late in the afternoon to locate the part and install in and that I would work with him on this repair even though that it was completely out of warranty. He seemed to have calmed down and accepted the fact that the repair could not be done that day. The following day I contacted the manufacture of the equipment and was told additional information was needed to identify the correct part. We contacted [redacted] of the information that York International required and he said he would get that information when he got home from work. That evening, [redacted] contacted my technician on his personal phone and again was very angry and threatening that he was going to call York International and let them know what he thinks of us and his equipment. He insulted my technician personally at that time. My technician then called me at home and informed me of what just happened and asked that I would not send him back to [redacted]'s home due to his degree of anger and being personally insulted. At that point I totally agreed with my technician and had him inform **. [redacted] that there was no charge for our diagnostics and he needs to find another service company that we would no longer be doing business with him. His unit was out of warranty with us and any service company can service his unit. We completely honored our labor warranty with him. [redacted] is very hot headed and a bit of a bully. In all of my years with Temp Tech, I have never turned away a customer for their business but have no regrets in doing so with [redacted].

As far as another service company finding the fan speed in the wrong setting, that was not the findings of what we found when we were there. The TXV clearly was not passing freon through causing extremely low suction pressure which could harm the compressor. We shut it down at that point to protect the compressor. During the several days that it was shut down and the pressure in the system rose, it is possible that the blockage in the valve passed but IS VERY LIKELY that the problem will reoccur! This unit ran very well for almost 2 full years through many hot summer days with the fan speed setting where it was after the installation. This fan speed setting had nothing to do with the unit breaking down.

I will not pay ANY charges that [redacted] incurred now that his unit is out of warranty nor will I consider an apology to **. [redacted] as Temp Tech was completely professional and courteous to him at all times. It was [redacted] that was rude, threatening, and unreasonable.

Thank you,

Consumer

Response:

Attached is the repair invoice from [redacted]. They complete the work the week of July 22nd but did not invoice us until recently.

Thank you,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Temp Tech does not dispute that the unit failed two times during the first 20 months after they installed it. The fact that the new unit failed twice during this short time frame is evidence it was not installed properly. An impartial second HVAC company inspected and found that the fan setting was not properly set during the initial installation. They advised that this caused the unit to freeze from overworking during extended periods of heat. The unit has worked well since [redacted] corrected the fan speed.

Thank you,