Thermex Valley Heating & Air Conditioning

Review: I called an air conditioning company to come repair my air conditioning unit. I first contacted [redacted] located in Yakima Washington. They came and examined the unit and also the furnace which was In the attic and diagnosed the problem. I later found out the warranty company 210 home owners warranty only does service through Thermex. I contacted Thermex to set up an appointment for service. The technician came to my house to diagnose the problem. The technicians looked at the air conditioning unit and added refrigerant to the unit. [redacted] then asked where the furnace was and it was located in the attic. The technician was not able to get into the attic because he did not have a ladder that would fit to get him into the attic. He was able to look at the furnace in the attic as he stood on the ladder but never actually went into the attic to inspect the unit. He then decided not to go into the attic to check the unit and said the air was getting cooler coming through the vents in the house so the problem must be fixed. I told [redacted] that his company had previously come out and put coolant in so there must be a larger problem. When the Vance air conditioning technician was at my house I had asked him if it was common to have to re fill the refrigerant and he said because of the vacuum that is created in the line you shouldn't have to top off the coolant unless there was a leak.

After I had told [redacted] there was a bigger problem [redacted] told me it would take too long to fix and did not offer another appointment to complete the fix. He told me I would have to call again if the air wasn't cool cause everything costs money and he has to get paid and time is money.

I called the Thermex office in Yakima and the phone was answered by a female receptionist who was not able to answer my questions. She told me she had to go and I needed to call back later in the week to set up another appointment. She did not offer to call me back but told me I needed to call back later in the week. I called during regular business hours at 4:25 and their website says they are open until 5:00pm.

I understand they are busy but would like to be treated fairly and have the proper repairs done. I would use another company to do the repairs because of my experience with Thermex but I asked the warranty company and Thermex is the only company they are contracted with that services my address.Desired Settlement: I would like the air conditioning system to be properly fixed and repaired instead of a temporary fix. The previous home owners had the company come out last year and top of the refrigerant and it is low again after one year. I would like the problem completely repaired instead of a quick fix until the warranty expires and no longer covers the repair of the product.

Business

Response:

Review: I had filed a service request to American Home Shield (home warranty) on May 5 for a rattling noise on our home furnace of the home we recently purchased. The technician came to the home on May to do the repair, and advised the rattling noise was stemming from loose screws on housing of motor unit.

On May 12, I had another tech from an HVAC company, who had previously done an inspection on the furnace, come to the home to complete the required HVAC service under the home purchase agreement. I learned that the technician from Thermex had placed a elbow pipe fitting by the motor and wall of the furnace to stop the rattling. It turns out the the rattling is being caused from a bad barring. The diagnosis and repair work performed by Thermex was very poor and inadequate.

I did speak with the owner of Thermex, [redacted], on May 12 about the concern. He advised me to bring the bad barring to him,and he will determine if he will reimburse me the $75 service fee. My husband had also spoken with [redacted]. It is our home that [redacted] will make things right by reimbursing us for the $75 fee paid under our home warranty.Desired Settlement: We expect to be reimbursed $75 for the home warranty service fee

Business

Response: