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| - The BBB has verified all of the information in my complaint and has suggested Precision Air refund me $2,200 for failure to perform services as promised. Their BBB accreditation is officially at risk of revocation because of it. Info on BBB website.
Oct 2016 I purchased a brand new AC unit for my parents who are retired and on a very fixed income (I also bought one for myself from them for a total of $11,000 spent with this company). The heat was used very little during the winter months but when they turned the AC on in March, after about a month my father noticed it was not shutting off at all. Despite the fact the unit ran constantly their house was not cooling. Precision came out on 4/25/17 and found the unit low on refrigerant. The technician performed a leak test, found nothing, refilled the R10 and noted on the receipt that "if this issue happens again we will need to come back and find where the refrigerant is leaking from." By the beginning of July the unit was running constantly again so on 7/8/17, less than three months later, another technician came out and found the unit low on R10 so he performed a bubble and electric leak search. He noted "if this issue keeps occurring we need to conduct a different course of action. System is only 9 months old and this would be the second visit due to low refrigerant levels." In August, the problem returned. Another tech came, adjusted air flow and added 2 more pounds of R10 (for a total of 7 pounds replaced at this point) but performed no other work. Last Friday, my dad called me to say the unit isn't working again. Precision sent out another tech on Saturday who found a leak in the condenser coil. He told my father that they have to remove all the R10, replace the coil, then refill the R10 for a cost of $736 to replace the R10. I spoke to the owner, Erik Bryan, on 12/2 who informed me "it would have been nice if we could have found the leak prior to the warranty expiring, but it doesn't always work out that way." Had the technician performed a leak test in August, this issue might have been resolved without my retired parents having to choose between insulin and cooling their house. The unit is currently not functioning at all which is unacceptable according to the Registrar of Contractors workmanship standards for licensed contractors. I left a message for the owner later on 12/2 after we initially spoke because I learned of his technicians failure to perform the appropriate test but heard nothing for over two days. I called a few times on 12/6 and 12/7 and was told that nobody is allowed to speak to me except for the owner. While I was on the phone with one staffer I missed a call from a Hawaii number that turned out to be his assistant calling to say he would call me the next day (12/8) between the hours of 1-3. So I cleared my calendar for the next day and then two hours later I missed a call from him, saying he was in meetings all day and requesting I be patient. At that point my parents had gone five days with no AC or heat and no indication from the company as to when they plan to fix it. I waited until 2:45 pm on 12/8 and then called to let them know I had a 3 pm meeting but still hadn't heard from Erik. I was put on hold and then five minutes before my meeting Sandra came on the line and informed me that they had not called to schedule the service because I had yet to authorize it, which was news to me. Erik had informed me that nobody needed to be home when the repair was done and that they would call as soon as the part was ready. I have yet to received a call saying the part is ready and I explained to her that I needed to speak to him again to address the fact they didn't perform a leak test so we shouldn't be responsible for the R10. She tried telling me that R10 wouldn't have been covered by a warranty even if they had found the leak back in August, yet two of the three receipts we have from their prior trips specifically list the R10 as warranty work and the third receipt just showed the customer cost at zero. I explained this to her but she maintained they had just done us a favor by not charging us this whole time and said she was trying to help me out. When I told her that I found her comment to be disingenuous given some of her responses to yelp reviews, she informed me the conversation was over and that I could wait until 12/11 to hear from the owner. So tomorrow, 12/9, my parents will have gone a week with no heat or AC functioning on their home. The lack of customer service from the office staff is astounding. I have filed fraud complaints with the AG consumer fraud office, the BBB, and the Registrar of Contractors.
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