Westbrook A/C & Plumbing Inc

Within 1 year of install in November 2011 our brand new York Air Conditioning unit had mechanical problems. Today another new mechanical issue.
Purchase Date November 2009 $ 8,000.00 York 17 Sear Rating Model CZXXXXXXB Model MC42B3XHIH Serial WOLXXXXX. Today my main complaint is the extremely high labor charge of $ 356.00 to replace a condenser fan motor. The part is covered under warranty This is the most recent mechanical issue and poor service we have experienced with Westbrook.

In 2010 within 6 months after the AC unit was first installed the is the AC unit was not cooling properly. Instead of fixing the problem Westbrook kept recharging the unit. In August, the

evaporator unit finally failed completely leaving us without AC in for several days in August. A part had to be ordered and we had to wait it out in the heat. When the repair was being

completed the AC Mechanic overcharged the copper AC lines causing the lines to explode. Westbrook repaired the AC lines and promised to replace the lines but they never did.

In 2011 we noticed a significant amount of cold air was leaking into the garage and Westbrook came out 2 or 3 times. The last technician finally "taped" the areas with better tape to stop the

cold air from leaking.

In 2012, specifically September 12th we noticed the fan on the outside unit was making a loud noise. Today the technician told us the condenser fan motor needs to be replaced under

warranty and the labor charge would be $ 356.00. This is VERY high charge for labor. My husband spoke to [redacted] of Westbrook who said we have not charged you for any of the service

calls so far and we can't keep doing this. He said that we could purchase an extended warranty.

Overall I am appalled at the lack of professional management and oversight. Over the phone Westbrook managers are unprofessional, however, Westbrook office staff and technicians have

been VERY kind, responsive and professional and do their best to fix issues caused by apparent poor quality equipment. The facts indicate that we paid full price for a less than quality unit or

defective unit.

Again the response from Westbrook falls far, far below the average standard of customer service. [redacted] response to our complaint that they were over charging for labor was was to

offer to sell us an extended warranty. At some point I believe [redacted] offered to reduce the labor charge to $ 200.00, I am not sure. To paraphrase, [redacted] stated, if we loose a customer than we loose a customer. The bottom line is that the facts clearly indicate we purchased inferior equipment, Westbrook quoted very high labor rates.

The facts clearly indicate we purchased inferior equipment. Westbrook needs to back the equipment they choose to sell us with a 10 year extended warranty to include parts and "reasonable" or zero labor charges.