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We understand how frustrating it is when a piece of equipment malfunctions, and visits to resolve an issue is even more frustratingIt is our understanding that at this time the units are working properly, although not the way you would like them toWe believe that there is some confusion between the different systems you have in your homeThe mini-split that has one indoor unit hooked to the outdoor unit can be ran on auto change over modeThe mini-split that has two indoor units hooked to one outdoor unit should not be ran on auto change mode, because if one indoor unit calls for heat, and the other calls for cooling at the same time, it causes a fault with the system “E7”Your message referenced “new units having to be rebuilt”, and “major issues”We don’t want to down-play the fact that your system did not work during summer, but our records indicate that apart from the system not being capable of operating in cooling and heating modes at the same time, there was one minor issue with the unit that required a part to be replacedUntil [redacted] spoke with you last week, we were not informed that the placement of the outdoor unit was unsatisfactoryThere is no reason to change the equipment since it is performing the way it is designed toThe solution that we propose is to install an additional outdoor unit which will allow each of your indoor units to run on auto change modeWhile we are there we can also re-locate your existing outdoor unit to a more acceptable locationEven though the installation occurred over years ago, we would be willing to perform this additional work at no additional charge to make sure we are living up to our word and reputation

To confirm, the customer did call 6/26/to state the a/c was not cooling below When we arrived we found the system to be low on refrigerant.When the condenser was replaced last year, the coil was working Unfortunately we can not know if another problem will come up in the future.We do offer a maintenance program for that includes visits per year Approximately months apart One to do a maintenance on the furnace and one to do a maintenance on the a/c We have given a price to replace the coil at a disconted price of $1,if the customer signs up for the maintenance program I would be happy to waive the requirement to sign up for the maintenance program and honor the same price

Revdex.com:
Please be advised that we are dealing with Honey Air & Solar regarding repairs and other items that they agreed to fix, but complete resolution of this matter is still not settledClose of this matter is dependent on all items repaired on March 5th

7/13/We did a courtesy maintenance for customer because we were installing at another property of his The system was low on refrigerant We added 2lbs of refrigerant at no charge.7/15/Customer called in because the system wasn't working After checking, the compressor is
going back and tripping the breaker 7/28/Customer called in again The breaker is tripping every time The compressor is bad He was upset that it was working before we performed the maintenance so we agreed to replace the condenser at half price 8/9/We replaced the condenser with a new one and recharged the system.6/26/Customer called in because the a/c wasn't cooling below degrees It is low on refrigerant Schedule an appointment to do a leak search at no charge.7/5/Performed a leak search The leak is not at the condenser It is at the coil The coil is a completely separate piece of equipment located in the attic The coil beginning to leak does not have anything to do with the condenser going bad last year We have quoted to replace the coil and are awaiting a response

I am rejecting this response because: 6/26/To schedule and appointment at no charge was not mentioned at all, instead it was agreed to be a routine check up due to the system being brand newNo need to be charged on a brand new product requiring a follow up. Also, an employee of their own even questioned me if the other employees who had also checked around the house if the coil had to be replacedNot one recommendation was made that once a old unit gets replaced with a new one, the coil or any other part has to be replaced with a new one or it would go bad and start causing problems againComing from one of their employees as well mentioned about why no membership was recommended as well after the new unit was installedA membership that would be a plan of $a month and it would be a monthly routine checkup. All the dates the business mentioned, an employee would come inside the house and inspect all around the house and even upstairs where the attic is at and yet not one word was mentioned about the coil having to be replacedAlso one employee asked where the attic was at but did not mention any parts having to be replaced otherNothing was being mentioned on what was being checked upstairs for the atticWe do not know if anything was tampered with upstairs which caused the coil to give outSuch as how the old year old unit was working fine yet when they performed an addition of the lb refrigerant, the unit out of no where went bad. I would like to take care of these matters and want for them to be honest about their work since I keep having problemsIt is becoming very irritating from having something simple and easy done, turn into a catastropheIf the cost can be split in half that can really help out due to me living check by check

We understand how frustrating it is when a piece of equipment malfunctions, and 4 visits to resolve an issue is even more frustrating. It is our understanding that at this time the units are working properly, although not the way you would like them to. We believe that there is some confusion...

between the 2 different systems you have in your home. The mini-split that has one indoor unit hooked to the outdoor unit can be ran on auto change over mode. The mini-split that has two indoor units hooked to one outdoor unit should not be ran on auto change mode, because if one indoor unit calls for heat, and the other calls for cooling at the same time, it causes a fault with the system “E7”. Your message referenced “new units having to be rebuilt”, and “major issues”. We don’t want to down-play the fact that your system did not work during summer, but our records indicate that apart from the system not being capable of operating in cooling and heating modes at the same time, there was one minor issue with the unit that required a part to be replaced. Until [redacted] spoke with you last week, we were not informed that the placement of the outdoor unit was unsatisfactory. There is no reason to change the equipment since it is performing the way it is designed to. The solution that we propose is to install an additional outdoor unit which will allow each of your indoor units to run on auto change mode. While we are there we can also re-locate your existing outdoor unit to a more acceptable location. Even though the installation occurred over 2 years ago, we would be willing to perform this additional work at no additional charge to make sure we are living up to our word and reputation.

We are going March 5th, 2018 with a [redacted] rep with parts to repair it and to go over the system to make sure it is working the way it is supposed to.  We will do any addition work per Lennox's request to make the system work correctly.

I am rejecting this response because I am truly not satisfied with Honey's work and their honesty. My last comment on this that my AC unit was working fine until Honey & co came and added the two pounds of free on and ever since problems occurred left and right. In reality, I have no clue if the unit was even tempered with or not for it only being a couple years old. Yet I personally know people who have units 20+ years old and working practically fine. I just do not want the same that happened to me, happen to anyone else. I already offered what can fix this issue and have a way to resolve things so that this can come to an end.

To confirm, the customer did call 6/26/17 to state the a/c was not cooling below 85.  When we arrived we found the system to be low on refrigerant.When the condenser was replaced last year, the coil was working.  Unfortunately we can not know if another problem will come up in the future.We do offer a maintenance program for 12.95 that includes 2 visits per year.  Approximately 6 months apart.  One to do a maintenance on the furnace and one to do a maintenance on the a/c.  We have given a price to replace the coil at a disconted price of $1,694.00 if the customer signs up for the maintenance program.  I would be happy to waive the requirement to sign up for the maintenance program and honor the same price.