After purchasing a complete heating and air conditioning system on 5/7/08, for $4,390. The unit was last serviced on 12/1/09 and according to the work report, everything was working fine. We have a service contract with them that includes a service call every six months at $70 per service. On 12/30/09, the heat pump outside was making noise on the start-up. We were to leave on vacation the next day. I called Carolina Cooling to have them come back out to look at it. The technician came out and agreed that the unit was loud on start-up, and upon his leaving, he assured me that the system was working properly. We left on vacation for 10 days. When we returned, we noticed the heat pump was not working and the emergency heat was on. I do not know when the heat pump compressor stopped working, but from my electric bill, it must have stopped working sometime after 12/30/09. I called Carolina Cooling on 1/11/10 to find out what was going on and was charged a $56 diagnostic test. This charge was made in addition to the 12/1/10 and the 1/13/10 charges. The technician came out and told me that the compressor was not working at all. I was told that the part was under warranty but I would have to pay for the labor ($485). I feel that after only a year and a half and having the service done regularly that these charges should not have been incurred. Not only did this part break within the 10 year warranty period, but I was told that the warranty on that particular part loses the rest of its' warrantyof 8 1/2 years. I spoke to Verlon Wulf and Lloyd Black to complain about the outrageous fees and about the warranty losing the rest of the 10 years, and was told that I was getting a great deal. I feel that I have done everything possible to insure the units were working properly, and then to be told that everything was working before leaving on vacation, and then to be told that the compressor was faulty on our return 1/11/10, and that I would have to pay $485 to replace the faulty part This was too much to accept. I have since wrote to the company that Carolina Cooling buys these units from (Goodman Consumer Affairs) on 2/3/10 to see if they could help me resolve this, and a copy to Carolina Cooling & Heating Inc. Along with all my service reports issued by Carolina Cooling. I have since not heard from either one of them, which I consider poor business practice not hearing from at least one of them. My complaint is that I was charged too much for something that was a manufacturing flaw, and the fact that the compressor, should it break down again within the next 8 1/2 years, is no longer covered by the warranty. I am no longer happy with The Goodman Company and Carolina Cooling and Heating, but feel that I am stuck with them for the remainder of the warranty. Can I get out from under these companies and still keep my warranty? Please help me get some satisfaction from these two companies. I thank you for your time and appreciate your help.
Sincerely: Richard Laliberte
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