Freon Doctor, Inc

I was very pleased with my recent heat pump replacement with Freon Doctor. [redacted], the owner was very concerned that I understand all my options, repairing the current unit or replacement with a new more efficient unit. The technicians were very knowledgeable and took time to answer all my questions and ensure that I fully understood how to operate and maintain the new system. They did a very neat and clean installation. All floors were covered during the work.

Review: On 4/18/2014, Freon Doctor Inc replaced a my Air conditioning unit . At the time of installing the new A/C unit, I was told that there is a problem with the Heat Exchanger in the Indoor Furnace. The technician showed me cracks in the heat exchanger and informed me that if the part is not replaced, starting the heat can result in a Carbon Monoxide leak. Since then we have never switched the heat on in our home. Technician also informed that the part is in warranty , but I will have to pay $2,400 for labor for installation. The $2,400 was paid to the technician on 4/18.

Since then , I have tried to reach out to Freon Doctor. In the past 4 months , I have left umpteen voice mails. In May , I received a call from Freon Doctor , where they scheduled a time for a technician to come home and explain things to me. No one turned up. In July , I managed to speak to a lady who promised me that since they are not able to find the part, they will replace the furnace.

It has been 4 months , since we have paid for services. As we start getting into Fall, I am worried that switching the heater on , will result in a Carbon Monoxide leak .Desired Settlement: The annual warranty covers the part (heat exchanger) and the indoor furnace . I would like Freon Doctor to replace the part and if the part is not available , replace the furnace .

Business

Response:

I was most concerned to receive your complaint on August 24.2014 regarding the service on [redacted]. The company aims to consistently deliver a professional service to our customers and I would like to state that on this occasion the level of service you received was unacceptable. We have been working very hard with the manufacturer to correct this problem. When we found out that the parts were no longer available, it was decided that the customer would receive a new furnace. We were informed that we would be receiving the furnace the fourth week of September and will be installing it for the customer at that time. We would like to extend our apologies for the inconvenience caused and assure you that we have taken the necessary steps to remedy the situation.

My wife and I are very pleased with the services provided by [redacted] and his team.the work was done on schedule and the workers were very polite and respectful. The company was very thorough in providing information, as [redacted] made himself available to answer any questions and concerns we had during the process. I would strongly recommend them to friends , family, and others.

I cannot say enough good things about [redacted] and his crew. I called them in when my AC condenser stopped pushing cold air; [redacted], the technician, showed up right on time and was both courteous and helpful as he checked out our system. [redacted], the owner, followed up with me personally in my home the next day. I told him we were considering replacing the furnace as well while we were at it, but he said that the furnace was in good shape and that we could hold off on replacing it. He did say that the wiring around the HVAC was a fire hazard but said they would rewire the entire system for us. They came within a week to install the new AC condenser and coil -- again, arriving right on time -- and [redacted] again came to the house himself to make sure the job was done properly. When the team got inside our HVAC, they realized that our furnace was actually corroding on the inside, which was a safety hazard. [redacted] wasted no time heading out to the warehouse that same day to get the right furnace for our house. The entire job was done in a day -- and [redacted] and [redacted] came by the house the next week to follow up. I could not be more pleased with the outcome. [redacted] was willing to work with us on the payment options, and he included a few upgrades at no additional charge. I have already recommended Freon Doctor to friends, and I will absolutely call them to replace our gas logs this fall. They are simply a top-notch operation.

It was apparent within ten minutes of arrival, that the supposed technician had one goal and that was to sell us a new HVAC system.

He enthusiastically pointed out spots of rust on cooling coil mounts and stated it was bad design and fraught with potential failures.

I later [redacted] everything he pointed out as “defects and problems” and find that most of them are considered normal and of no concern as to the unit’s performance or air handling capability. Especially for a unit of only seven years of age in a rather protected area in the back of the home.

The tech found our upstairs unit required a charge of freon. Granted the system has performed a low level of performance for the last five years that I've lived here with my wife who bought the seven year-old home brand new, and I assumed it had not been properly charged when first installed. Yet the tech continued to use the word “leak” when he could not point out a leak anywhere. Even a slow leak would have exhausted that system years ago. The system has operated the same level of performance for these last five years. So who is he kidding?

Oh yes, he wanted to charge me $600 for a leak test to determine if the unit was sound. The next contractor I brought in did it as part of the annual inspection - for free.

The tech quoted an outrageous price per pound for the Freon. $120 a pound which he "discounted" to $90 a pound. My next HVAC contractor brought in charged $57 a pound.

And then when pressed for a price for simple cleaning and recharge, the tally sounded more like a medical

bill where every little action, part, and time was a separate outrageously high charge. Well over $1000. I never did get a final estimate of simply cleaning and charging the unit as various service items seemed to continue to crop up as the tech talked on.

Then the Freon Doctor tech's high pressure was put on to replace the system for "only $4900".

I've now had another HVAC contractor in who cleaned the units, charged the system and charged me $360.