ComplaintsforTexas Heat and Air

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 12th Texas Heat and Air came to our house to figure out why our Rheem 2005 ** wasn't staying at the set temperature. The technician went straight to the ** unit and told me the unit was very low of coolant. I asked him if he checked for any leaks and he ignored me. The technician did not check the attic, the thermostat or the filter. When he was done filling the coolant I asked if I could see him weigh the coolant bottle. He placed it down rudely and tried to charge me $500 instead of the original amount mentioned. On 9/14 we noticed the ** again was not staying at the set temperature. On Sunday the 15th the ** was no longer cooling the downstairs and it was humid in the house. I called Texas Heat and Air and was told to call Monday morning. We had to turn the ** off completely because cold air was not coming out. The house reached 80 degrees downstairs. Today Sept 16th the downstairs temperature is 79. 9/16 My husband *** called ******* ***** at ********** at 8:31am and no answer. At 8:33am my husband called the office line and left a message. At 8:58am my husband called Mr. ***** again and got a text back saying he would call him. At 10:03am I texted and called Mr. ***** on his direct cell number and his office number and it went to voicemail. I left a message but I still received no text or call back. At 11:36am my husband again sent a text to Mr. ***** asking when he would call him back. No response ******* 11:55am my husband called Mr. ***** again at the Texas Heat and Air office line but hung up before anyone answered because he had septic maintenance arrive. At 12pm my husband called another ** company and they told him that the coolant for a 2005 unit is no longer used, and the process for replacing it with new coolant is much more involved. The old coolant needed to be purged and filters needed to be replaced among other things.

  

  Business response

  09/17/2024

  The customer refused to pay the service fee of $125 even after we gave her a $50 per pound discount on the freon. She also did not want to pay the $450 charge for a freon leak test. She was only willing to pay for the freon at the discounted price. We can't do work we are not paid for.

  Customer response

  09/18/2024

  Complaint: 22292778
  
  I am rejecting this response because: when I first called about having my ** looked at the owner told me since his technicians had been to my house before he wouldn't charge me the $125 if the ** problem was something minor. When it ended up being something small, I wasn't charged the $125. The leak test was never mentioned to me. In fact, I asked the technician about checking for a leak and was ignored. I want my ** working and not being stuck downstairs, being 80 degrees and humid. The technician was rude and just wanted to do a halfway job and get out quickly. 
  
  As a customer, you trust that a company is going to be honest and truthful, and they were not. 
  I contacted two ** companies and was told that there is a specific way that needs to be followed when dealing with an old ** unit. The old freon should have been taken out, and it wasn't. In fact, the owner told me, "we added freon to the exhibiting freon."  The technician should have also checked the filter, attic, and thermostat, and he did not. He did a rush halfway job and left once I paid the $350. 
  
  Over the phone yesterday, the owner told me that he told his technician, " Do what you can and get out of there."  This statement shows anyone that they're in the business of doing work halfway.
  
  At 12:32pm. yesterday, the owner told me over the phone," If you would have paid the full price (speaking of the $125), then the job would have been done correctly." All I wanted as a customer was for the job to be done correctly.  I have been without ** downstairs since Sunday. 
  
  Also, I was not given any discounts for the freon. When the technician spoke with the owner, they let me know that the cost would be $300 some. When the technician was done with adding freon, I was told it would be $500. What they were trying to do was add the $125 for a first-time visit on top of the $375. I reminded the technician that the owner told me I didn't have to pay the $125. I called the owner, and he then tried to blame me for his technician waiting an hour for me. I reminded him that I had specifically let him know to tell his technician to call me 30 mins before. When he realized he had made a mistake he told me ," is $350 ok?" 

   

  Thank you,

  ******* Moreno 

  

  Business response

  10/07/2024

  we did everything that we was paid to do the customer is asking for refund for freon that was put in the system we put in 5 pounds of freon in the system and we charge 125 per pound and we also charge ************************************************************************************************************************************************************ 3 days and i told the lady that day that freon is non refundable she should have paid the original bill of $750. but she only paid $350 i can not do anything else 

  Customer response

  10/07/2024

  Complaint: 22292778
  
  I am rejecting this response because:

  When I spoke to the owner on the phone (well the tech was working), I was told it would be $375 for 3-4 pounds of freon. I was also told I would not have to pay the service charge of $125 if it was a small job. It ended up being a quick job so the $125 wasn't added. 

  I know it was 3.75 pounds of freon that was put in not five ( according to tech :started with 24lb and ended with *****lb =3.75). I know because I asked the technician and texted my husband the amount of freon (text message submitted for proof). Our AC unit is an old 2005 Rheem. Two other AC companies told us that the ***** for this particular AC is very hard to find and is expensive. 
  

  AC companies should know that there are particular steps that need to be taken when dealing with an old AC units. Including checking for leaks.

  I asked the technician to check for leaks because I wanted the job done correctly. He ignored me and never checked for anything. He also never emptied the old freon before adding new freon. Why was regular freon put in my AC unit? Why did the technician refuse to check for leaks? 

  I was on the phone with my husband (when tech was working), and he heard me ask the technician to check for leaks and I let him know that the technician rudely ignored me and rushed to finish adding freon. 

  We would like our $350 back because the wrong freon was put in, and the steps taken to ensure that everything was working properly were ignored. We also called and texted the owner when the ** went out and was ignored. We ended up going with another company that let us know that Texas Heat and Air did things incorrectly as a licensed AC company. 
  

   

   

   

   

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

  

  Business response

  10/21/2024

  Plain and simple you was charge for materials. No labor no diagnostic (because you refused and you have even admitted to that). You got what you paid for so the is NO refund available. 

  Customer response

  10/21/2024

  Complaint: 22292778
  
  I am rejecting this response because:  I never refused a leak check, and my husband even heard me ask your technician. Your technician refused to check it since you told him to do what he could and to leave my house. Also,  according to two other AC companies, you did not follow the correct steps when dealing with an old 2005 Rheem AC unit. Our old unit used R22 freon, which is no longer manufactured.  What type of freon did you put in my AC unit? The two freons are not supposed to mix, and they were.  Also, the new freon is a temporary fix and not a solution, and checking for leaks is a normal protocol when dealing with this particular AC unit. What happened to honesty and doing what's right? I asked for a leak check and was ignored. Your technician knew that the freon wasn't right, that's why he ignored me and rushed out after I paid. 
  
  
  Regards,
  
  ******* ******

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