Tropical Heating & Cooling

Hello,
I will accept the proposed resolution by Tropical and receive a refund of $in exchange for their replacement motor
Please ask them to call me at *** or *** to schedule a time to come out and do this
***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
I will accept the proposed resolution by Tropical and receive a refund of $in exchange for their replacement motor Please ask them to call me at *** or *** to schedule a time to come out and do this
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

In response to Mr. [redacted] complaint. It is a standard operating practice to change the hard start capacitor when replacing the fan motor. We have no problem with coming back out and taking the new motor off and putting his old motor back on however before we do that we would like for him...

to understand that him simply plugging his old fan motor up and seeing it run would make one think that there is nothing wrong with the fan motor however once the motor is under a load and gets hot it will quit working. We will gladly come back out and take off the new motor and install his old motor however we will not be held responsible if the old motor quits working again once it is on a load. If Mr. [redacted] wishes to proceed the earliest we can be there is sometime the middle of next week. We will also refund him the $155.00 he is asking for.
Thanks, [redacted],
Tropical Heating & Cooling,Inc

This business preys on the elderly and demented! Two of their representatives "[redacted] and [redacted]" went to an elderly family members house and were there for over three hours! During this time there is no way the two did not know that this lady has dementia. They harassed her for this length of time and would not leave until she signed a contract for a new vacuum. When We called to complain the next day the staff that we spoke with were extremely rude and did not even want to give us their names. Stay away from this company!

In response to above complaint ID [redacted] the customer in the past has called about a mildew smell in the upstairs vents, one of our technicians talked to her over the phone on several occasions as well as went out on different occasions and never found a mildew smell. The unit and ducts were...

checked thoroughly as well as the coil. Back in May 2015 she called on Friday the 29th and we scheduled someone to come out on Saturday May 30th to look at her unit that she stated that she wanted us to check for a leak as she was smelling a mildew smell upstairs. Again the technician checked again and noted that there was no mildew smell coming from the vents and he found no leak in the upstairs unit. He did find a copper pipe for the downstairs unit in the basement with a crack which was leaking Freon (not because of improper installation) however due to a weak spot in the copper line. He informed her he would be back on Monday to fix it and he went back on that Monday to repair the crack in the copper line. When he left on that Monday the line was not leaking and unit was operating normally. We never heard anything else from the customer to say it was leaking again or not working. We did send her an invoice for a service call for checking for the smell of mildew as we had been out several times previously for the same thing and found no smell of mildew and found the unit to be operating normally. The invoice was not paid and we attempted to call her as the bill was past due, due to no response we filed a warrant in debt on August 6, 2015 in the amount of the service call ($85.00). Once the warrant in debt was received by customer she then called the builder who in turn contacted the owner of Tropical Heating and Cooling, Inc. at which point the owner had the warrant in debt removed from the docket and marked the invoice paid in full. We once again tried contacting the customer to let them know that we had removed the warrant in debt and had to leave a message on her voicemail. On Friday August 14th her builder contacted the secretary to see what we had decided as he had received an email from the customer on the warrant in debt. We explained to the builder that we had in fact contacted the court to have the case removed from the docket and that we had left a voicemail message on her phone to state this but had not received a response. He instructed he would send her an email to let her know and advised that we should try calling another number that he had listed for her in which we did and also had to leave a message on that phone as well with no response. On Monday August 17, 2015 at 6:20PM our on call technician received a text from our answering service from the customer stating that she had a leak again in same place as before. At 6:39PM this complaint was filed with the Revdex.com and at 7:20PM our on call technician returned her phone call in which she was very friendly and nice and explained the problem she was having and was requesting we set up to come out and look at it again. The on call tech told her he would give her a call between 8AM and 9AM Tuesday August 18, 2015 to let her know when we could come out as she stated she had a conference call starting at 9AM on the 18th. I understand an hour wait time is a lot however if our “on-call” technicians are on a service call it is customary for a return call not to be made until they have finished that service call.  Our technician called her on Tuesday August 18, 2015 between the 8AM and 9AM time frame as promised the night before and scheduled for us to come out on Wednesday August 19, 2015 to take a look at the leak and figure out what the problem is so that it can be properly resolved. The customer was satisfied with the scheduled time frame. At 930AM the secretary received a call from the builder as the customer had contacted him again and the secretary let him know that we had talked to the customer the night before and again that morning and we had scheduled to go out on Wednesday August 19, 2015, he asked that we keep him updated on what we find out as the customer had stated to him that this was a continuous problem that she was having.  We have every intention of taking care of this problem for the customer with the outcome of the customer being happy and the leak to be fixed. On Wednesday August 19, 2015 our technician went out to the customer’s home to check the system, he found another crack in the copper tubing in a different spot than before. He showed the customer the crack in the pipe he found and showed her the repaired crack that was repaired previously. He repaired the crack and made sure pipe was no longer leaking by putting a 300LB nitrogen test for 15 minutes. This also helps ensure that there are no other leaks within the system.  The cracks are coming from weak spots in the copper tubing which is a manufacture’s defect not an installation defect and the reason we know this is because the cracks are located in the physical pipe and not in a soldered joint on pipe. We have no way of knowing that the copper line has weak spots until something like this happens. The technician explained to the customer the crack all of this as well as explaining that in order to replace the entire copper pipe we would have to cut the sheet rock in the home from first to second floor. At this time rather than tearing up the sheet rock we decided to repair the cracks. We hope that the customer has found this to be satisfactory to them and if not we encourage them to call our office to let us know. Thanks,CJ Cyrus, OwnerTropical Heating and Cooling, Inc.

Review: In Summer 2014, Tropical Heating and Cooling came out to service my air conditioner/heat pump unit because of low performance. I was told that the outside condenser fan motor was not working and needed to be replaced. It had to be ordered and I had to wait over the weekend. When the unit arrived and was installed, the fan motor still did not work. The HVAC tech looked puzzled and replaced the start capacitor with one that was in his van. After replacing the start capacitor, the new motor worked. I was charged $354 for the new motor and start capacitor and a recharge of the system. They only checked the low pressure side, not the high pressure side. Later, I plugged in the old motor to see if it was truly bad, and it was not. I have called Tropical repeatedly to speak to the owner to discuss the matter, but the owner never returns my phone calls. To me, this is not a good business practice. In the beginning, the HVAC tech should have checked the start capacitor before ordering a new motor to replace. Then, at the time the motor was replaced, I think that the HVAC tech should have been honest when he realized that the old motor was not bad. Then, to make the situation worse, it seems that I can't get into contact with anyone at Tropical who can offer an explanation.Desired Settlement: Since the old condenser fan motor was not defective and only the start capacitor was defective, I would like Tropical to put the original working fan motor back in its place and offer a refund of the cost of the new condenser fan motor minus the cost for the start capacitor. The new condenser fan motor could be returned to Tropical.

Business

Response:

In response to Mr. [redacted] complaint. It is a standard operating practice to change the hard start capacitor when replacing the fan motor. We have no problem with coming back out and taking the new motor off and putting his old motor back on however before we do that we would like for him to understand that him simply plugging his old fan motor up and seeing it run would make one think that there is nothing wrong with the fan motor however once the motor is under a load and gets hot it will quit working. We will gladly come back out and take off the new motor and install his old motor however we will not be held responsible if the old motor quits working again once it is on a load. If Mr. [redacted] wishes to proceed the earliest we can be there is sometime the middle of next week. We will also refund him the $155.00 he is asking for.

Thanks, [redacted],

Tropical Heating & Cooling,Inc

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

I will accept the proposed resolution by Tropical and receive a refund of $155 in exchange for their replacement motor. Please ask them to call me at [redacted] or [redacted] to schedule a time to come out and do this.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

Hello,

I will accept the proposed resolution by Tropical and receive a refund of $155 in exchange for their replacement motor.

Please ask them to call me at [redacted] or [redacted] to schedule a time to come out and do this.

Review: We had a house built in 2014, and have lived in it for just over a year. We have a dual zone heating and air conditioning units. A few months back, we had a copper line from one of our units leaking antifreeze after not being properly installed. It took a long time to have a service technician respond to us, even after numerous calls. Our builder finally got in touch with the owner of the repair company and the issue was "fixed" according to them. This was all after we had to endure numerous months of $700+ electric bills. Now....only a month or so later, the same copper line is again leaking antifreeze into our basement and we have gotten no call back from the company. I've never dealt with a more lax service company in my life and am so frustrated by the lack of concern.Desired Settlement: Fix the problem at no charge and fix it completely!

Business

Response:

In response to above complaint ID [redacted] the customer in the past has called about a mildew smell in the upstairs vents, one of our technicians talked to her over the phone on several occasions as well as went out on different occasions and never found a mildew smell. The unit and ducts were checked thoroughly as well as the coil. Back in May 2015 she called on Friday the 29th and we scheduled someone to come out on Saturday May 30th to look at her unit that she stated that she wanted us to check for a leak as she was smelling a mildew smell upstairs. Again the technician checked again and noted that there was no mildew smell coming from the vents and he found no leak in the upstairs unit. He did find a copper pipe for the downstairs unit in the basement with a crack which was leaking Freon (not because of improper installation) however due to a weak spot in the copper line. He informed her he would be back on Monday to fix it and he went back on that Monday to repair the crack in the copper line. When he left on that Monday the line was not leaking and unit was operating normally. We never heard anything else from the customer to say it was leaking again or not working. We did send her an invoice for a service call for checking for the smell of mildew as we had been out several times previously for the same thing and found no smell of mildew and found the unit to be operating normally. The invoice was not paid and we attempted to call her as the bill was past due, due to no response we filed a warrant in debt on August 6, 2015 in the amount of the service call ($85.00). Once the warrant in debt was received by customer she then called the builder who in turn contacted the owner of Tropical Heating and Cooling, Inc. at which point the owner had the warrant in debt removed from the docket and marked the invoice paid in full. We once again tried contacting the customer to let them know that we had removed the warrant in debt and had to leave a message on her voicemail. On Friday August 14th her builder contacted the secretary to see what we had decided as he had received an email from the customer on the warrant in debt. We explained to the builder that we had in fact contacted the court to have the case removed from the docket and that we had left a voicemail message on her phone to state this but had not received a response. He instructed he would send her an email to let her know and advised that we should try calling another number that he had listed for her in which we did and also had to leave a message on that phone as well with no response. On Monday August 17, 2015 at 6:20PM our on call technician received a text from our answering service from the customer stating that she had a leak again in same place as before. At 6:39PM this complaint was filed with the Revdex.com and at 7:20PM our on call technician returned her phone call in which she was very friendly and nice and explained the problem she was having and was requesting we set up to come out and look at it again. The on call tech told her he would give her a call between 8AM and 9AM Tuesday August 18, 2015 to let her know when we could come out as she stated she had a conference call starting at 9AM on the 18th. I understand an hour wait time is a lot however if our “on-call” technicians are on a service call it is customary for a return call not to be made until they have finished that service call. Our technician called her on Tuesday August 18, 2015 between the 8AM and 9AM time frame as promised the night before and scheduled for us to come out on Wednesday August 19, 2015 to take a look at the leak and figure out what the problem is so that it can be properly resolved. The customer was satisfied with the scheduled time frame. At 930AM the secretary received a call from the builder as the customer had contacted him again and the secretary let him know that we had talked to the customer the night before and again that morning and we had scheduled to go out on Wednesday August 19, 2015, he asked that we keep him updated on what we find out as the customer had stated to him that this was a continuous problem that she was having. We have every intention of taking care of this problem for the customer with the outcome of the customer being happy and the leak to be fixed. On Wednesday August 19, 2015 our technician went out to the customer’s home to check the system, he found another crack in the copper tubing in a different spot than before. He showed the customer the crack in the pipe he found and showed her the repaired crack that was repaired previously. He repaired the crack and made sure pipe was no longer leaking by putting a 300LB nitrogen test for 15 minutes. This also helps ensure that there are no other leaks within the system. The cracks are coming from weak spots in the copper tubing which is a manufacture’s defect not an installation defect and the reason we know this is because the cracks are located in the physical pipe and not in a soldered joint on pipe. We have no way of knowing that the copper line has weak spots until something like this happens. The technician explained to the customer the crack all of this as well as explaining that in order to replace the entire copper pipe we would have to cut the sheet rock in the home from first to second floor. At this time rather than tearing up the sheet rock we decided to repair the cracks. We hope that the customer has found this to be satisfactory to them and if not we encourage them to call our office to let us know. Thanks,CJ Cyrus, OwnerTropical Heating and Cooling, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,