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  • My wife and I had a new house built, which was completed in April 2017. Sonoran Air did the HVAC in the house. While the house was till under construction, the air handler for the upstairs was removed and replaced. I'm not sure if it was with the same unit. Since moving in on April 28th, 2017, we've had numerous issues with the upstairs heating and cooling system. To date, Sonoran has been out to our house no less than 13 times to troubleshoot, repair, fix, or replace parts of the system. Before today, the most recent issue was on 12/12/17, where the heating unit wouldn't turn on due to incorrect system configuration by Sonoran. Today, 3/14/18, I went to turn on the AC because the upstairs was 82 degrees. The system is blowing hot air and the upstairs is now 87 degrees. I called the after-hours warranty line and was promptly called back by the on-call tech, Daniel. He told me that because my downstairs unit was working, it didn't constitue an emergency. I explained that I have to work and my office is located upstairs and can not relocate downstairs. He then got unpleasant and told me it's protocol and "can't" come out to fix the issue, and that I'd have to call tomorrow to make a service appointment. I then explained that this was a unique situation and that Sonoran had been out 13 times to work on the same unit. His response was the same. I asked that he have a supervisor contact me immediately. He replied, "ok", and then hung up. It's now been 1 hour and have not received a call from a supervisor. I've also sent an email to my home builder to let them know what's going on. In December, I was told if there were anymore issues with the same unit that the system would be replaced. They pushed back on it then, and I relented. I would like the entire system for the upstairs to be replaced, as work has been done multiple times to the condenser, air handler, and the unit that controls the thermostats. I'm not confident the system was installed properly to begin with, and not confident it will last much past the warranty period. The only positive experience I've had was with a tech named Jaime - He's seriously too good for that company. Very polite, informative, and not an a$$ hat. He's been the reason we haven't pursued other avenues to get things resolved.
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