ComplaintsforWeber Refrigeration

• Initial Complaint

  09/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a new heat pump installed on May 1, 2023 by Weber's Refrigeration. We've had ongoing problems from day one. On August 23, they finally told us they would give us a new unit. It would be a different model than the previous one. August 25, they installed a new unit, which didn't even make it through the night. It ran all night and there was freezing and condensation built up in the inside unit. Service guy came on August 26, then a second tech to help. They told us the board was bad and the only way they could get us A/C is to program it to run consistently and we would have to shut it off at the breaker if it was getting too cold. August 29, they sent a service guy to check things. He told us it was the same problem they found on Saturday. He installed a new thermostat because this one was wrong. August 30, they sent another service guy out. He told us it was the same problem again. He installed another new thermostat. He left and I had to call them right back because he had the heater running instead of A/C. He had hook it up backwards. A service guy came out again on September 1, because the drain line was dry and the humidity was up in the house. Now we're told the frion is low and the thermostat was programmed wrong. We never heard from them again until September 7, when the service manager called to see if someone could come put the new board on. We weren't available because of work that day or Friday. He said he would send someone out on Monday, but we never heard from them until September 14. We weren't available again because of work. During all this time we have had to readjust our work schedules, leave work early, or be attached to our house for hours. We told them multiple times not to send one particular tech, he messes up something every time he's here and yet that's who they keep sending. Things we were told by the techs didn't coincide what they told the people at the office. We asked for the unit to be removed & money refunded but they refused.

  Business response

  09/18/2023

  Dear BBB, 
  Please see the attached Proposal. Weber Refrigeration quoted four options to the customer on 04/19/2023. Two Carrier brand Heat Pump Air Conditioning system options, one Amana brand option, and one Lennox brand option. This includes the outdoor Heat Pump Condenser, and the indoor Evaporator/Blower, and the Thermostat. 

  The customer chose the Amana brand "S Class" option for $8855.00 plus $477.40 Tax = $9,332.40 Total                                                                

   The Amana S system was installed on 05/01/2023. There were return trips to install a part that was not received initially, but this did not affect the Air Conditioner operation. The Amana S system then had several problems from June through August. 

  On 08/23/2023 Weber Refrigeration received approval from our vendor to remove the Amana S system, and install a new system at no charge to the customer. This 2nd Amana system is not an S class, it is a different model and type of Amana Heat Pump Air Conditioning system. 

  On 08/25/2023 Weber Refrigeration removed the Amana S system, and installed a Non-S Amana system. This 2nd Amana system was installed for the customer at no charge. This included replacing the outdoor Heat Pump Condenser, the indoor Evaporator/Blower, and the Thermostat. The Thermostat did have to be replaced again but this is unrelated to the Amana equipment. 

  Unfortunately, this 2nd Amana system had a problem with the circuit board on the indoor blower. Circuit Board problems can be intermittent and difficult to diagnose. The indoor blower was wired to run, so the Heat Pump Air Conditioner can operate for heating and air conditioning while waiting for the warranty circuit board. 
  

  After consulting with Amana Technical Support, the warranty circuit board was ordered on 08/30/2023. 
  An attempt was made on 09/07/2023 to install the warranty circuit board but it was not a good day for the customer. We understand it was communicated that Monday 09/11/2023 would work. Weber Refrigeration should have notified the customer on 09/11/2023 that we were not coming that day due to employee illness and heavy rain, but we did not. Weber Refrigeration again attempted to install the warranty circuit board on 09/14/2023 but the customer declined. 

  The 2nd Amana system is fully functional but requires the warranty circuit board for the blower motor to cycle off and on as needed, rather than running constantly, which will use more electricity. We have explained this to the customer. 

  In short, there were problems with the 1st Amana S system that were not the fault of Weber Refrigeration. The circuit board problem on the 2nd Amana system is not the fault of Weber Refrigeration. 
  
  It is the fault of Weber Refrigeration that the customer was not notified when we could not make it after saying we could, and there were mistakes made by employees of Weber Refrigeration. 
  

  We understand this has been a most frustrating experience for the customer, and we are truly sorry for the frustration this experience has caused them. We have apologized to the customer. 
  This has been frustrating for Weber Refrigeration as well. We have received no reimbursement from Amana or our vendor for the labor to replace the system a 2nd time, or the labor for numerous service calls. 
  
  At this time, the 2nd Amana system is operational and requires only the warranty circuit board. 
  The Amana system has a Lifetime Compressor Warranty, 10 Year Parts Warranty, and we provide a 1 year on-site Labor Warranty. 
  
  The customer has not been charged for anything since the initial $9,332.40 for the 1st Amana S system we installed. 
  
  We understand the customer has requested that we now remove the 2nd Amana system we installed and refund their money, but this is not an option. 

  We remain committed to helping the customer with their Amana system and will ensure Amana honors their manufacturer warranty, as we honor our Labor warranty. 

  It is our desire to install the warranty circuit board, and we remain ready to do that on whichever day works best for the customer. 

  **** *****                                                                                                                                                                                                                    Weber Refrigeration 

   

  
  

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