ComplaintsforCape Fear Air Conditioning and Heating Company, Inc.
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Complaint Details
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Initial Complaint
09/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am filing on behalf of my 80-year-old father ********************* who has not had air conditioning for 6 weeks now. Cape Fear Heating has not only not responded to many of his phone calls for status but has basically dropped the ball on resolving this warranty issue with his AC unit. They came out last Wednesday morning to supposedly install the blower he was waiting on for 5 weeks and the Tech could not get another part off the unit to install the broken blower. That is the excuse he told my father anyway. As you know the heat indexes have been well above healthy limits and he has had to endure without resolution for 6 weeks now. The ONLY thing the company did was provide a portable unit to semi-cool his sunroom. As I said, phone calls go unanswered and we need assistance ASAP. Thank you for any assistance you can provide. Sincerely, *************************Business response
09/12/2023
7/28/23 Initial Call was placed for service. Technician found blower motor not functioning. Informed homeowner. Vendor (weekend) was closed and motor could not be ordered.
7/31/23 motor was ordered and was informed the motor was on back order with no ETA. Customer was made aware and understood.
8/3/23 in an act of kindness, we took the homeowner (at no charge) a portable A/C unit to provide customer with cooling while part was in limbo.
8/29/23 Motor was delivered to our office.
8/30/23 Technician was sent to customer's home to replace motor. Upon removal of the original motor, he was unable to remove the blower wheel and install on *************. This can happen on with blower wheels due to rust. Vendor was called and unfortunately, this part too, is on back order with no ETA.
Portable unit was left with homeowner and made aware of the back ordered part. We have truly done all we can for the homeowner and have their best interest in mind. As soon as the blower wheel in our possession, we will return promptly to replace.
Initial Complaint
03/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Please see the attached complaint.Business response
03/09/2022
Good morning.
FIRST CALL to Cape Fear was on 1/11/22. Upon arrival found a unit in need of maintenance based on the technician's diagnosis. Multiple repairs were recommended and quoted. Customer declined all repairs.
SECOND CALL was on 1/24/22. Upon arrival 3 of the 6 recommended repairs were made. Once unit was up and running the technician was able to verify the unit was low in R-22 Refrigerant. We were approved to install 2 lbs. of R-22 and informed the customer due to the age and poor condition of unit, unit replacement should be considered.
THIRD CALL was on 2/17/22. Found compressor overheated and unit was low in R-22. A leak search was recommended to pin point leak. Customer was given a reference cost for coil replacement and opted to receive a free estimate for system replacement. Have heard nothing back from the customer till this complaint. We have all of the above electronically documented should anyone need to see. What we have here is a 16 year old system that is need of replacement. We have completed every repair approved by the customer and our technician has been very clear and fair on what needs to be done. We recommend replacement due to the condition of the system. If that is not possible, we can make the repairs, but repair cost would far exceed the value of the current system. We are here to help the customer in any way.
Thank you.Customer response
09/12/2022
Hello ****,
Still trying to resolve issues. Liberty Mutual dropped homeowner's insurance after writing policy and collecting premium and several monthly payments and charged over $1000 for air condition repair (freon leaked out). Sent records of both, no resolution! Left message. Thanks for helping.Business response
10/04/2022
Business has stated that they are standing behind their original response.No new resolution has been provided.
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Contact Information
1139 Robeson St
Fayetteville, NC 28305-5527
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.