Back in March of this year, we hired HVAC experts to install two new AC units in our home. After several estimates from different companies and a recommendation by an HVAC Experts technician to pick a set of lower mid level units. He said he used the same units and they worked well in his home. We chose your company amd his recommendation.
Our first issue is, our install technicians decided to remove a cooling duct in the attic so they could make the attic cool while they worked. We have two AC units, so they ran one constantly with a duct off to keep themselves cool while they worked on the other one.. The first problem is they didn't ask before they did it and second this kept it hot in our home the entire time they were working. We have quite a few pets that aren't as tolerant to heat as we are and one got sick. My last problem with it is I know I'm not an AC tech, but I know disrupting airflow, like removing a duct in the attic can cause stress on the cooling coils and may affect their longevity. (Naturally this issue will arise well beyond any warranty coverage)
Also, when they work on a house with one AC..There isn't a second one to use? So, you just took advantage of our home having two units? This seems part of the job. It's just hot in the attic, attics are hot in the summer and using our brand new unit putting extra stress on it (without asking) to cool the attic is unacceptable. Instead of stressing someone else's AC to cool the attic, maybe provide your techs with portable AC units to cool attics in the summer. I did not consent to my unit being used and yes you offered $100 to offset my electric bill, but that wasn't even my problem.. It was the long term potential damage your people did by using it the way they did.
The second problem is the techs that installed our new AC units left them both 2 pounds low of coolant. Ever since our units were installed, our house has been hot! We had to have an extra vent installed in one of rooms at the cost of $900 because the AC couldn't seem to cool it. I have no idea whether these techs ever planned
on coming back to top off the coolant or if HVAC Experts expected us to do a $300 preventative maintenance call so they could come and 'save' our AC's.
We have already turned the thermostats up two or three degrees, today, since servicing! They were obviously not working as intended. There will be a large difference in the electric bill since March because of the units not working properly! Not to mention extra wear and tear! This is on your company and your techs!
Also, today's technician was completely unaware that the units at our house were installed and warrantied by your company and had every intention of charging us for your company's mistake and adding more coolant.
I don't know if any of this was intentional or just a series of oversights, but our experience since we started with HVAC experts has been very disappointing. I hope our future interactions are much more professional.
Response from the owner:Ryan, thank you for taking the time to provide such detailed feedback. We’re very sorry to hear how disappointing your experience has been since the installation of your two systems. Given the investment you made and the trust you placed in our recommendation, we understand why the concerns you described would be frustrating.
We take what you’ve shared seriously, particularly your concerns about how the systems were used during the installation, the comfort and safety of your household and pets, the refrigerant levels discovered afterward, and the fact that our technician was not initially aware that the systems had been installed and warrantied by HVAC Experts. We understand that your concern is not simply about an electric bill or an individual service charge, but about whether the systems have been operating as they should since installation and whether there could have been unnecessary strain placed on them.
We do not want to speculate about what occurred or dismiss any of your concerns without first reviewing the complete installation and service history. Our team would like the opportunity to look into this thoroughly, including the original installation, the refrigerant findings, the additional comfort issues you experienced, and your most recent service visit.
Most importantly, we want you to feel confident in the systems we installed and in the company standing behind them. Please contact our office at 432-356-5598 or hvacexpertsodessa@gmail.com so we can discuss this with you directly and determine the appropriate next steps.
Thank you again for bringing these concerns to our attention, Ryan. We appreciate the opportunity to review what happened and hope we can earn back your confidence in HVAC Experts moving forward.
