ComplaintsforFranklin Air Conditioning & Heating

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Installed a sea breeze ac in our newly done bedroom and the item hasnt worked since it was we installed. its been about a year and still no resolution. Its been constant issues. They should have replaced it but instead chose to ignore the constant issues and come out and do nothing to resolve it. $2800 and all it does is blow air. No heat with out a PL code, no AC.

  Business response

  07/29/2024

  We were so discouraged to receive the complaint from our long time customers.  We have done work for the grandmother at her home, the mother at her home and the

  2 daughters at this home they have together.  We strive to keep our prices reasonable and our work professional.

  A service call was received 7/11/24 regarding a tripped breaker on the main system of the home.  Techs went by 7/11 and it would not reset.  The customers were to pick up a breaker and we were to return and install it. This was not a breaker we had on our truck.  When we were notified the breaker was at the house we made a trip by but it was the incorrect breaker.  They were going to exchange it for the correct one. We went by on 7/13 and installed the correct breaker after trimming the wires.  The tech stated if it trips after this you will need an electrician because of aluminum wire in the house.

  Nothing was said on any of these 3 trips by regarding the mini-split not operating.

  The installation of the mini-split was with 16 gauge communicating wire from outside to inside and 14 gauge electric wire whick is commonly used for 110 Volts.  This is recommended in the installation manual.

  After receiving the email with the complaint, I was confused because I was not familiar with **************.  but learned  who he was later.  The complaint was filed on 7/13.  We would have checked out the unit if something had been said of course because we were already there.  The technician called a few days later to go by and check the trouble but was told it had been repaired, not to come by.

  We appreciate the opportunity to respond.  Every customer we have had since 1978 has been by referral of which we are very proud.  We try to do our best for the customer.

  E. ******* **********************

  ********************** Air ********************** & **********************

  ***********

  Customer response

  08/09/2024

  Complaint: 21985866
  
  I am rejecting this response because:

  
  *******'s has done long time work for the family, but that does not matter since this has nothing to do with the family. this was our house and our case. Franklins does keep the prices low for service, there's no argument there. There were numerous service calls regarding both AC units. The mini split has been an ongoing issue since the installation and the main AC as well. (see PDF for statement of work).
  
  Mini Split:
  While testing the mini split, the unit would run for approximately ***** seconds and then shut off. During this time, the condenser would slowly get up to full speed before shut off. The voltage was measured and would slowly drop from 122V down to 77V at shut-off. This indicated a loose connection somewhere in the circuit. The mini split power was double lugged on a 2P 30A breaker by the installer. However, the manufacturer manual stated that the max breaker size was 25A. All of the connections inside the disconnect and condenser were not proper connections. Multiple connections were loose and multiple had frayed wires. Also, the mini split did not have the correct size wire run. The contractor that installed it ran 14 AWG when the manufacturer required 12 AWG at a minimum. After rerunning the circuit with 12 AWG, making proper connections, and installing a dedicated 20A breaker, the system worked properly. The system was run for about 20 minutes to verify everything was working. Correct voltage was measured after install and there was no longer voltage fluctuation. The condenser shutoff appeared to be a safety measure to avoid equipment damage.
  
  we are no longer seeking the device the device to be repaired, since it has been correctly repaired by another company. we are asking reimbursement for the repairs of the improperly installed mini spit. If needed the technician did supply pictures that go with the description of work. 
  
  Thank you
  ******
  

  
  

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

  Business response

  08/09/2024

  We disagree with the customers' opinion.  We were not aware there was an ongoing problem with the mini-split.  And as was stated before we were not told of any problem after being at the location 3 times in 3 days to install the customers own breaker.    

  Why was it not mentioned to the techs that were at the home?

  We do our very best to satisfy our customers but must have knowledge of a problem to know it needs

  repairs. 

  E. ******* Franklin

  Franklin Air Conditioning & Heating

  ************

  TACLB22062E

  Customer response

  08/16/2024

  Complaint: 21985866
  
  I am rejecting this response because:

  Hello,
  
  We disagree with the statement that Franklin was unaware that there was a problem with the mini split. I can see how they may have forgotten or gotten confused about this, given we have called them so many times over the past year and a half over repeated issues with both the central ac unit and the mini split. It got to the point where both me and my sister would take turns calling and leaving voicemails about the ac issue or the mini split not working, and half the time we wouldnt get a returned call and after a week or so of waiting, would have to call and try again. On top of this Franklin Air does not ever schedule appointments. The one technician at Franklin Air, *****, just shows up randomly and we have to hope we happen to be there, or can get there quickly enough to let him in before he leaves. Weve asked numerous times if he can at least give us a window of time to let us know when h*** be there so we can be sure to be available for him, but this was never something they would provide for us. So on top of not hearing back often, at times, it took much longer than normal to even get our issues checked on, due to them not setting appts with us. For these two reasons alone, the ac issues we have had have been drawn out much longer than they ever should have.
  
  As mentioned before by Franklin, they have worked with several of our family members and are the reason we have used them and tried to continue to work with them for so long. But, after a year and a half with continued issues, we couldnt help but get frustrated and almost felt like we werent being taken seriously. 
  
  One of the previous responses by Franklin also mentioned the issue with us needing a new breaker but the full story was not told here. When the tech, *****, came to check and see what was going on, he told me and my sister we needed a new breaker and asked us if we were willing to go get a new one for him to install, which we were. What he didnt mention is that he wasnt willing to take the time pull out the breaker at the house that needed replaced, in order to see exactly what kind we needed to get. So he told us that it had to be a Square D 30 amp breaker, but that he didnt know what the back of it looked like, so we needed to get two different kinds to be safe. It wouldve just taken minutes to pull out the breaker and let us know exactly what to get. So based on the info we had from the tech (also knowing that we have no knowledge of breakers and didnt even know at the time that Square D was a brand) we went to multiple stores to find a breaker, then overnighted a few breakers from Amazon to cover our bases. So yes, after all that, when he came back it turned out that we had the wrong breaker, but all of this could have been avoided, and once again, we could have had ac much sooner, if ***** had been willing to put in a few extra minutes of work to remove the breaker and tell us exactly what we needed to get.
  
  Once it was finally fixed, it was just a week later, that we returned from vacation to see that the ac was out once again and the breaker had tripped again. This was when, out of desperation and the need to have this really fixed for good, that we finally reached out to another company and they found that when the breaker was installed the wires were actually not trimmed the way they were supposed to and this is what led to the breaker continuing to trip. So once again it had to be replaced. At this point I tend to lean towards the opinion of the new company, since they came in and they were able to fix everything, and weeks later we still have ac.
  
  Now once again, while all of this with the breaker was still going on, our mini split still was not working. But as I said above, I can see how to Franklin it may feel like we hadnt told them enough or recently, because after trying so many times, and having continued issues with both the ac and the mini split, we had to choose something to focus on with them, and decided having ac in most of the house was a bigger win and hopefully they would get to the mini split in the bedroom eventually.
  
  Im sure Franklin does have a history of great customer service. I hope Im the only person this has happened to. And this is the first time I personally have made a complaint to any business before. However, when we have spent over $3000 on something that never fully worked, and truly tried to work with Franklin for probably too long to get it fixed, only to get it fully fixed within a day by another company, but due to Franklins mess *** have to then pay an additional almost $4500, I think its understandable to feel like in this situation, the customer service was not great. And I would hope that Franklin would have enough pride in their history to correct this experience by at least reimbursing us for the additional work we never should have had to get done by another company.
  
  
  
  Attached is a link to the invoice and description of work by the company who fixed everything.

  *********************************;

  
  
  Also attached is a photo of the wires that Franklin claims to have trimmed when they replaced the breaker. This photo was taken by the company that came in to fix the issue afterward, and saw that the wires had not been trimmed.

  
  Regards,
  
  ******** and ***********************

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