Southern Maryland Heating & Air Inc

I purchased a new construction townhome in Dec I didn't actually mountil mid-January Until early June 2015, everything appeared to be working properly and overall I was having a good experience As the temperature outside began to warm-up, I turned on the a/c for the first time I noticed that it wasn't cooling the house properly and mentioned it to the primary customer service rep of Dan Ryan Homes At first, I thought that it was an issue that involved programming the system and perhaps it was me not setting it correctly As I explained my concerns to the customer service rep, he suggested that I call Southern Maryland Heating and Air, the company that handles the product, service and warranty I called Southern Maryland Heating and Air on June 12, 2015, and left a voicemail explaining the problem I was contacted back in about minutes by a technician named Bill, who explained that the issue was a common one and that the company has replaced and/ or fixed the same defective part in nearly units in my community Matter of fact, he mentioned that he was at my neighbor's house, at the time, fixing the same problem He continued to say that he knew the temperatures were expected to be in the upper 90's over the weekend (which it was) and said that my unit could be serviced on Monday June 15, 2015, but the part had to be ordered first I SUFFERED through the weekend and called Southern Maryland Heating and Air, first-thing on Monday I spoke with Olympia, the customer service repfor Md I explained the situation and let her know that I had already spoken with an emergency response tech on Friday, who said that he would cato order the part by Monday Olympia said that at the time there were no orders placed, but that she would check and give me a call back Of course, I didn't receive a call back After calling a number of times, and no one answering and then getting huon, she finally answered the phone and coincidently I noticed where she had called and left me a voice message at the same timeOlympia told me on Monday that the part was ordered Then, she calls me on Wednesday to request a number from my a/c unit I stated to her that I thought the part had already been ordered After stumbling over her words, she admitted that it was just being ordered on Wednesday I expressed the fact that I don't understand why Southern Maryland Heating and Air continues to install a/c units in new homes with a known existing issue and doesn't work properly? Why does the homeowner have to find out in degree weather their a/c unit doesn't cool properly in a brand new house? If Southern Maryland Heating and Air has had to replace and/or fix units in the same neighborhood, then it knows there's a problem? Why isn't the issue corrected in the beginning before the owner takes possession from the builder and why does the same part have to be ordered? Why doesn't the company have it on-hand or in-stock already, to help minimize further inconvenience to the homeowner? First, Southern Maryland Heating & Air blames the problem on the manufacturer, then they (Olympia) turns around and blames it on the builder, "when they're the company installing, servicing and providing warranty for the product!" On Thursday June 17th, I received notification via voicemail that the part had arrived, then to make matters worse the company (Priscilla) schedules a service date and time without speaking to me directly to confirm my availability to be at home I was given a 4-hour window of wait time for service that due to a prior commitment my schedule couldn't accommodate without costing me money! I asked about the next day - Saturday I was told that only emergencies are serviced on Saturday's I expressed after SUFFERING pretty much all week in degree temperatures in my home, this should be seen as an emergency, if nothing else for the shear inconvenience caused I was told that the company couldn't accommodate scheduling on Saturday's, so I asked about Monday and was told the earliest that they could service my a/c unit is Tuesday June 23, The long and short of it all, I'm complaining because Southern Maryland Heating and Air is continuing to install a/c units in brand new homes that don't work properly and is leaving it up to the inconvenience and discomfort of the homeowner to find out, in addition to its *** poor and useless customer service I also have an issue with the builder Dan Ryan Homes, because with the volume of this re-occurring problem, it's no way that it doesn't know and is unaware of the problem Dan Ryan Builders act so concerned about their customers, by bombarding them with surveys, then why doesn't the customer service rep and/or division at least extend the courtesy of informing customers about the problem with the a/c in the beginning; rather than letting them find out on their own? I believe this matter should be investigated and addressed in order to protect unaware future homebuyers of this acceptable business practice

I purchased a new construction townhome in Dec. 2014. I didn't actually move-in until mid-January 2015. Until early June 2015, everything appeared to be working properly and overall I was having a good experience. As the temperature outside began to warm-up, I turned on the a/c for the first time. I noticed that it wasn't cooling the house properly and mentioned it to the primary customer service rep of Dan Ryan Homes. At first, I thought that it was an issue that involved programming the system and perhaps it was me not setting it correctly. As I explained my concerns to the customer service rep, he suggested that I call Southern Maryland Heating and Air, the company that handles the product, service and warranty. I called Southern Maryland Heating and Air on June 12, 2015, and left a voicemail explaining the problem. I was contacted back in about 30 minutes by a technician named Bill, who explained that the issue was a common one and that the company has replaced and/ or fixed the same defective part in nearly 100 units in my community. Matter of fact, he mentioned that he was at my neighbor's house, at the time, fixing the same problem. He continued to say that he knew the temperatures were expected to be in the upper 90's over the weekend (which it was) and said that my unit could be serviced on Monday June 15, 2015, but the part had to be ordered first. I SUFFERED through the weekend and called Southern Maryland Heating and Air, first-thing on Monday. I spoke with Olympia, the customer service rep. for Md. I explained the situation and let her know that I had already spoken with an emergency response tech on Friday, who said that he would call-in to order the part by Monday. Olympia said that at the time there were no orders placed, but that she would check and give me a call back. Of course, I didn't receive a call back. After calling a number of times, and no one answering and then getting hung-up on, she finally answered the phone and coincidently I noticed where she had called and left me a voice message at the same time. Olympia told me on Monday that the part was ordered. Then, she calls me on Wednesday to request a number from my a/c unit. I stated to her that I thought the part had already been ordered. After stumbling over her words, she admitted that it was just being ordered on Wednesday. I expressed the fact that I don't understand why Southern Maryland Heating and Air continues to install a/c units in new homes with a known existing issue and doesn't work properly? Why does the homeowner have to find out in 90 degree weather their a/c unit doesn't cool properly in a brand new house? If Southern Maryland Heating and Air has had to replace and/or fix 100 units in the same neighborhood, then it knows there's a problem? Why isn't the issue corrected in the beginning before the owner takes possession from the builder and why does the same part have to be ordered? Why doesn't the company have it on-hand or in-stock already, to help minimize further inconvenience to the homeowner? First, Southern Maryland Heating & Air blames the problem on the manufacturer, then they (Olympia) turns around and blames it on the builder, "when they're the company installing, servicing and providing warranty for the product!" On Thursday June 17th, I received notification via voicemail that the part had arrived, then to make matters worse the company (Priscilla) schedules a service date and time without speaking to me directly to confirm my availability to be at home. I was given a 4-hour window of wait time for service that due to a prior commitment my schedule couldn't accommodate without costing me money! I asked about the next day - Saturday. I was told that only emergencies are serviced on Saturday's. I expressed after SUFFERING pretty much all week in 90 degree temperatures in my home, this should be seen as an emergency, if nothing else for the shear inconvenience caused. I was told that the company couldn't accommodate scheduling on Saturday's, so I asked about Monday and was told the earliest that they could service my a/c unit is Tuesday June 23, 2015. The long and short of it all, I'm complaining because Southern Maryland Heating and Air is continuing to install a/c units in brand new homes that don't work properly and is leaving it up to the inconvenience and discomfort of the homeowner to find out, in addition to its [redacted] poor and useless customer service. I also have an issue with the builder Dan Ryan Homes, because with the volume of this re-occurring problem, it's no way that it doesn't know and is unaware of the problem. Dan Ryan Builders act so concerned about their customers, by bombarding them with surveys, then why doesn't the customer service rep and/or division at least extend the courtesy of informing customers about the problem with the a/c in the beginning; rather than letting them find out on their own? I believe this matter should be investigated and addressed in order to protect unaware future homebuyers of this acceptable business practice.