ComplaintsforHigh Velocity

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a complete residential air conditioning system from Honey Nest HVAC of ******, ***** in January of 2022. This replaced the existing heat pump/condensing unit, interior evaporator unit, auxiliary heating system and ducting in the house. This purchase came with a full parts and labor warranty. On the evening of July 6, 2022, the exterior condensing unit experienced an internal catastrophic failure, resulting in an electrical fire. The electrical failure also back feed the electrical system in the house, damaging other electrical appliances inside the house. As a fire fighter, I responded to the emergency and shut off the power breakers. I used water to extinguish the fire inside the unit and took video of the incident. On July 7, 2022, I contacted Honey Nest HVAC and reported the incident. Honey Nest advised me they would contact the manufacturer, *******, to resolve the problem as Honey Nest was not responsible. On July 8, 2022, ******************* responded to my home to inspect and replace the unit under the direction of ******* Air Conditioning and Heating (the manufacture). On that date, the condensing unit and condensing unit electrical disconnect were replaced. The air conditioning system was restored and ******************* left my home. Honey Nest HVAC advised me this incident created an issue with their warranty of the system as "others" now worked on the system. On November 11, 2022, the heating system was turned on for the first time and the system failed to work. On November 12, 2022, Honey Nest HVAC was contacted and advised. Honey Nest responded to trouble shoot the system on November 14, 2022. They determined the system appears to be low on gas (Freon) causing the failure. Honey Nest charged me a service call fee, stating the was not under warranty. Honey Nest effectively voided my warranty per their direction to allow "others" to inspect and replace the failed condenser. This is effectively a breach of contract.

  Business response

  01/20/2023

  Please see our reply to **************** complaint. I have also attached ******** warranty policy for your review.
  
  Thank you,
  

  
  

  Customer response

  01/21/2023

  Complaint: 18411933
  
  I am rejecting this response because: I have not received a response from the business. The basic complaint is based on the fact I purchased a system with a warranty from the seller. After the fire incident, the seller refused to make the system fully functional, per the sales agreement and charged me for this service. This practice amounts to fraud.  
  
  Regards,
  
  *************************

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