ComplaintsforHome Pro Residential Heating & Cooling

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had issue with my ** where cold air is not blowing thru the Registers so I have started calling this company from 06/30/2022 many times requesting a call from technician on ************ number which happened to handled by answering company ,they took my message and sent to the company but haven't received any call back for almost a month so I have to get my ** temporarily fix by other companies ************* installed HV** system in our home couple years back and same year of installation there was issue with my ** due to low refrigerant due to oil leak on the ** Condenser ,Technician arrived and filled refrigerant back then but didn't address the refrigerant leak issue .Now the problem started again and the coils are frozen and my home doesn't cool anymore .I had to work with other company to fill refrigerant as it was almost 0 on scale of 10 but it didn't help for long.Finally Homepro called me mid July and sent a technician who detected and confirmed there is oil leak from the coil of ** Condenser .He said he fixed it but when I checked it few weeks after he fixed it I still see oil leaking and called the customer service many times asking for assistance but haven't received any callback until today. *************************** is handled by a answering company who just takes notes from customers and pass it to the company ,we as customers don't have an option but just keep calling customer service as there is no other alternative to contact the Company or escalate the issue to someone above the technicians.In few more months my ** will be out of refrigerant again if they dont address the leak issue permanently, It will cost me few hundred dollars every time I need to refill the refrigerant .I'm requesting thru you to the company to fix the leak issue permanently as this company didnt do the work right when they installed it initially.

  Business response

  09/08/2022

    Sir. I want to respond to your complaint in order you wrote it. 
      You stated you called us June 30th. That week is was hovering around 90 degrees, we were completely booed up and you demanded same day service. It is unrealistic to demand same day service during peak seasons . 
    You stated we installed your system a couple years back. We installed it in 2019. PleSe let me remind you that new home construction warranty period is one year. Your warranty has been expired through us for virtually two years Sur.  I might also add that you have had another company doing your routine maintenance on your system. ******** standard is to void a warranty once *************** has serviced or repaired any part of the system. No company wants to or should be responsible for what another company does . 
    You said in your complaint we did fix the leak. You failed to mention we fixed the leak for free even though your warranty was expired. 
  You also failed to mention we have sent 2 technicians to your home 3 different times because you say there is still a leak. After 3 trips to your home we have found no leaks and your ** system is running within specs every time. The last trip we went there you told Our technician that the ** was working fine, but you could see oil. He explained to you , like the previous technician that is was oil residue from the original leak.  If we can not verify a problem, there is no way for us to fix a problem that does not exist. 
   You make several mentions of not liking our answering service, it is a very common practice Sir. *********** you failed to mention you kept our technicians phone numbers from when they call to give you ETA and you called them over and over and text them trying to go around the answering service. Like most companies our technicians do not have the authority to schedule calls. 
     On Tuesday September 6th you called us again and demanded same day service or you would file complaint with the BBB. We were unable to give you same day service and you did file the complaint. 
    With all this said, homeowners have the right to hire any contractors they want. Contractors also have the right to pick their customers. Your warranty is long expired with us, you have been rude to us, threatened us and we do not be doing any service for you in the future. 
    Thanks 

  HomePro Heating & Cooling

  Customer response

  09/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  Yes,I called on June 30th and for next couple of weeks multiple times to your answering company but havent received any response .Like you mentioned that week the temperature was over 90F and my AC isnt working because of the Oil leak on the coil of Air condenser so I have to call 3rd party company so they can diagnose the issue atleast as it was hot inside our home  .After the other company did leak diagnosis which came positive on the lean and I didnt work with that company to fix the leak but diagnose then fill refrigerant so my AC will start working temporarily until you guys contact me and fix the issue.

  After over a month when I called you guys again one of the technician did come and said he fixed the leak which by the way I mentioned in my complaint ,Couple weeks later when I check the leak area I still see the oil so I called you guys again but the technician who came said it might not be the leak but he wsnt sure .Last one week I did check and see oil is leaking and its not residue ,please see images attached.

  I never threatened your customer service nor your technicians not a single time but put a request hundreds of time requesting to fix the oil leak permanently, I have attached conversations with your technicians requesting to take a look at leak again and one your technician *** asked me to call the customer service and request to assign a ticket to him that is the reason why I called your answering company again. If you can reveal the recordings of my calls with your customer service then you will know whether I made a request or threatned.

  Coming to warranty point you raised ,this issue of oil leak was there from the year you installed system and I did complaint within first year my AC wasn't working ,Technician who came then just filled the refrigerant as it was not at the level it should be but not found root cause why refrigerant was low .If then your technician would have  identified and fixed the leak issue then we wouldn't have to go thru this all .I agree you fixed it for free recently that's bcz the coil was not installed correctly by your company and its not any issue with Part or the product but the labor and I also reached out to you within the warranty period as well.

  Its not me who threatened  you guys but your responses feel threating me personally for the service you have not provided. See attached my conversations with your technicians.

   

   

  
  Regards,
  
  *********************************

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩