July 6th our outside air conditioning unit when out at 9:00pm (single pole contactor 24 volt, and 440 volt capacitor) due to a storm surge.
July 7th called Texas Heat and Air to set up a same day service call and repair to our still under manufactory (Carrier) warranty for parts. First question before setting up appointment; Does your company cover Carrier warranty? Yes we cover all major companies warranties.
Orlando (ROR REDACTED FULL NAME FOR SECURITY PURPOSES) service employee came out the our residence and established the cause of the unit malfunction was the storm and what it would cost to fix the parts (269.00 for the single pole contactor, 288 for the capacitor including labor, but excluding service call since Texas Heat and Air was doing the work).
Under warranty Carrier warranty department states parts will not be charged; only labor and service call 18666373277 #5 or Brian (ROR REDACTED FULL NAME FOR SECURITY PURPOSES) (Carrier service rep I continually talked to) 7139396906. I repeatedly told Orlando the unit was made in 2002 the house was finished being built in Jan 04, parts of the outside unit is covered by carrier not the consumer (us). He quoted us $558.00 for the total repair on the invoice 4580.
Serial Number 3503E01882, Model number 38YCC042360
I proceeded to pay by check (if needed the specific number will be give in a future inquiry) for the total of $558.00 under the impression I was only paying for labor (since the service call was suppose to be free "in the event that our company does the labor the service call fee will be waived", Texas Heat and Air representative that took the phone call at 9:45am July 7th.)
After Orlando left, my boyfriend and I talked and concluded there is no way the labor alone totaled $558.00 (unless they charge $558 an hour Orlando called at 11:45 to let me know he will be there (to our house) shortly at 12:00 ish give or take a few minutes he arrived, and at 1:10 he was walking out the door finished with check in hand).
Only July 8th I called Texas Heat and Air again and talked to Matt "manager". He stated then he would be able to reimburse me the money for parts after he talked to Orlando and clarified with him that the cause of the short was a storm not bugs, and this would be done by 10 am Monday morning July 10th. (At this point in time I'm confused on the mishap, but still happy with the over all service and time frame of Texas Heat and Air).
On July 10th I contacted Texas Heat and Air back at 11am the "Assistant Manager" Mike helped me this time. He gave me the run around. No matter what I had told him "I've already talked to Matt about this problem", and everything I told Matt, OR "Carrier states the air company that we choose to do our business through is the only company that can reimburse us the parts, and then that company can file a claim report with warranty claims through Carrier to get their money".
No matter what I stated Mike told me the only thing he can do is charge us another $80.00 and then Texas Heat and Air will call and file the claim with Carrier. After the claim is filed then they can give us the difference for parts minus the extra $80 to file the claim.
I got off the phone with Mike and called Carrier again talked to Brian. He reinstated that Carrier does not do business with consumers (residents), and the claim has to be filed through the air company we are doing business, and they are instructed to reimburse the customer for parts not labor. I intern called Texas Heat and Air back and gave them the number to Brian for them to contact and straight the mess out.
I gave Texas Heat and Air two days to call Brian. Before calling anyone I set in my mind that Texas Heat and Air could have until Tuesday of next week July 18th to complete the reimbursement as long as they stated they were too busy or had not gotten to it.
On July 12th I called Brian again and told him who I was Kim (Last name) about the warranty problems, and he remembered me. I asked him
Has Texas Heat and Air contacted you about the warranty issue?
No that company has not spoken to me or left me a message yet.
Next I called Texas Heat and Air and asked if they had contacted Brian at Carrier yet. Mike stated
Yes I had called him however I left a message and he has not contacted us back yet.
Excepting them to say no, but to let them know I'm still following the issue I was surprised at what Mike had told me.
I allowed him to know I had already called Carrier (Brian), and they had informed me that your company Texas Heat and Air had not contacted them. Mike got upset and repeatedly remarked that I was challenging his integrity, and he could no longer speak to me.
He proceeded to transfer me to Matt the Manager. Matt felt he needed to brake down the invoice that was in front of us. The first invoice was broken down in this manner $ 269 for single pole part including labor to install piece, $ 288 for capacitor including labor to install part, and NO service fee for doing the call since we choose to continue our business through Texas Heat and Air, on July 7th between 12 and 1 when Orlando was at our house (10714 Amble Coach San Antonio Texas 78245) Orlando stated the total was $558.00
The SAME invoice was later broken down again after wanting the refund by the manager Matt in this manner $ 49.50 for the service call (Even though promised not to pay this charge) $ 147.75 for labor on July 7th for installing the contactor and capacitor. Another labor charge of $ 295.50 for if Texas Heat and Air would come out and exchange the current part they had installed for the Carrier part they were instructed to install. With a difference of $ 66.25 in which they would reimburse for parts.
So technically two labor charges for only coming out once, and since we are not getting the Carrier parts put on we lose our warranty as well. However Texas Heat and Air stated kindly they would give us a warranty for $ 66.25 on their part they installed if we so wish. When this information was relayed to me I was confused and upset.
(At this point in time I was no longer happy with the business Texas Heat and Air showed).
Texas Heat and Air has the symbol of Better Business Bureau on their page in SBC yellow pages stating that they are a good business and backed by the BBB. Yet Texas Heat and Air was stating anything they felt could get pasted to allow them to keep the money that was owned to us.
Our Carrier out door unit was covered by warranty and promised not to charge us parts only labor in the case that it broke down while under warranty. We purchased the warranty incase a problem such as this occurred. However instead we are getting swindled out of the parts that we were told to pay by Texas Heat and Air even through our unit was under warranty.
Finally I told Matt that I felt he was treating me in the manner and run around he was because I am a woman and do not know much about repair shops, and so he feels he can get away with it. I told him good day and proceeded to call Carrier and let them know the trouble one of their businesses that repairs their units is giving their client.
Brian had already left for the day (after all the calling it was about 4:00 in the afternoon). I had spoken to a lady, and she felt it was in the best interest to transfer me to their service manager to be able to write up the report (Glen).
However the transfer was disconnected when I flashed over because Texas Heat and Air was calling me back (employee Elva this time). Elva proceeded to attempt to find a middle ground between what her boss and I were having issues over. She asked what refund would make me happy. I told her what I was entitled to the true cost of the parts that were used to fix our unit. She asked what the amount would be. I told her I have not worked at a AC company in over two years and no longer remember the cost of those parts.
I would call Carrier and get back to her.
I did so and found out the cost would be $ 58.97 for the single pole contactor 24 volt code CTR1S301A (this cost is determined for the cost to the public; which is significantly less than the cost of parts to a certified AC repair shop stated the representative at Carrier parts department, but he could not give me the cost of that part to a AC repair shop because it depends on the business they are dealing with.
In other words through Carrier I would pay $58.97 if I was allowed to purchase their produce as a public dealer, but through Texas Heat and Air I would possibly purchase the part at $100.00 or so dollars. The other part 440 volt Capacitor 40X5 code CAP30440 cost $ 43.88 again as a public purchase not the cost Texas Heat and Air charged. Totaling $ 102.85.
Elva stated she would take the numbers to her boss, and get back to me in a moment with what they were willing to pay. She called back a few minutes later stating Texas Heat and Air would only reimburse us $ 84.55. I asked Elva why only $ 84.55 not even the $ 102.85 (even through our refund should be much more).
She stated $ 84.55 was the only amount she could get her boss to give. Upset with the total out come of the issue, and with a headache of all the trouble. I finally settled even though the reimbursement was no where near what was owed.
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