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| - I really wanted this to be a great experience from start to end, but am now disappointed with their service and follow up. there seems to be a mix of incompetence and dishonesty from the field service.
After placing a service call to get the ramp up adjusted on this unit before the start of the summer, tech #1 said the 2nd stage of the AC isn't wired from the thermostat and they would send out another person to pull the wire. only had a 5 wire ran, needed a 7 wire cable.
Tech #2 came out a week or so later and said it was all done. Went through the summer thinking it was taken care of, but the unit still didn't act like I thought it was supposed to.
Tech #3 (Aaron i think ) came out for the fall maintenance agreement and my wife brought this issue up again. Aaron proceeded to tell her that in order to get the second stage to run, would need to order a $200 part as its not part of the standard package. Also that the coil was clogged and would cost $100 plus for a cleaning. WELL, Aaron has a problem telling the truth. After researching the unit and thermostat wiring diagram myself, a working second stage is standard part of the package, but wasn't operating because but the 2nd stage WASNT WIRED to the thermostat! Plus the $100 coil cleaning was supposed to be included in the maintenance agreement! Sent Aaron packing, called and wrote the office again!
Tech #4. First thing I asked tech #4 was " did they send you with a work order that explains the problem" answer: NO. I walked the tech to the thermostat with a picture of the wiring diagram and explained that the 2nd stage could not be working, as it is not hooked up to the thermostat. he went on the roof and did something.. who knows what, and came back down and said "all done". STILL DIDNT HOOK UP THE THERMOSTAT! he proceeded to argue with me, called the supervisor and finally said they would send out someone else.
Tech #5, who was actually tech #1 that originally diagnosed the problem, came out and confirmed that indeed, the thermostat was not wired! turns out the needed wire WAS ran from the unit side, but hanging inside the wall behind the t-sat and was never hooked up. PLUS, he looked at the coil and said it was not clogged, and confirmed the cleaning would/should have been included in the maintenance package anyways. he hooked up the wire, verified operation and apologized for all the mess this has been.
bottom line: 5 appointments, several phone calls and emails, several hours taken off of work to get this AC working like it should have from day 1.
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