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Complaint Details
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Initial Complaint
06/14/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
stepping stone *** on 05/21/24 diagnosed my heat pump and the next day ordered warranty compressor. Then on 06/06/2024 installed compressor had them out three more times with same problem as we started with they refuse to come out and fix the issue and no refund. They misdiagnosed compressor obviously we still have breaker trip and unit shuts down outside randomly and all we got were excuses.
Business response
06/18/2024
On 5/21/2024 we arrived at the attached address to find that the system would turn on and after some time, the compressor would simply stop and go into a 30 minute lockout. This is the scenario that prompted the new compressor.
After the compressor change out, which is the disputed refund amount, the homeowner was still convinced the system wasn't working. When we arrived on 6/6/2024, we found the new compressor operating to optimal standards. The outdoor temperature was 97 degrees and the indoor was reading 71 degrees with the set point at 69 degrees. When we explained that the system was operating as it should, *************** became irate and told out technician to "GET THE **** OUT OF MY HOUSE!" and locked him out. We were unable to get a signature on that visit.
Homeowner called back in complaining about humidity. I, Matt *********************** went to the above address on 6/13/2024. When I finally gained admission into the house, I asked *************** to explain the scenario to me. She showed me a picture on her phone of a thermostat set to 69F degrees and it was 73F degrees at 4:14am - according to the thermostat. She also showed me a picture of a tripped breaker. *************** also indicated that at the time in question, there was ice on the front of the air handler. As I was investigating them system, *************** demanded we replace this 6 year old system at no cost to them. I very calmly and politely said, "No ma'am. That's not going to happen." *************** became more aggressive with her speech and language. All of my instruments were reading 67F degrees indoors with 45% humidity while the outdoor temperature was 90F. I asked *************** if she could give me more data because everything I had in front of me was reading like the system is running well. She then said, "You need to leave my house!" I simply said, "OK." I started to pack up my tools. She then demanded that I come back and fix the system. I said, "No ma'am. We're done. You told me to leave." As I was walking to my truck and while *************** was in her front yard, she yelled very loudly, "I CAN'T BELIVE YOU'RE GOING TO **** US LIKE THIS, YOU ****! YEAH, WALK TO YOUR BIG TRUCK, WITH YOUR LITTLE ****, YOU ******* PUSSY!" I responded, "Have a good day ma'am." Her response was, "FUCK YOU!"
Energy Conversation Code R302.1 states: "The interior design temperature used for heating and cooling load calculations shall be a maximum of 72F for heating and a minimum of 75F for cooling."
The external design temperature used for Lakeland is 92F which means we have a 17F split per code. *************** home currently has a 23F split. Likewise ACCA standards on humidity is 55% while *************** has 45% per my instruments.
The unit shutting off during the night is due to *************** needing sub 70F temperatures. When cooler air blows across a coil and there isn't enough warm air present to warm up said coil, it will ice up. This was the ice indicated by ***************. The system is freezing up after extended run times and stops working. This also is the reason for the breaker tripping. When a compressor can no longer pump, it will over amp and shut off. If Mr. or *************** want temperatures greater than what code would allow, they need to go with a Two Stage Compressor or an Inverter.
Everything we are doing at this home is within code and within our obligation. We diagnosed and replaced a bad compressor. The homeowners simply want something that the system will never be able to produce. It's mechanically impossible.
Customer response
07/03/2024
Complaint: 21848405
I am rejecting this response because:
Not resolved had to hire a different company that was capable of fixing the issue
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