Complaint Review: Sal's Heating and Cooling

We purchased a 2-stage furnace with central AC from them. They installed it during cold weather. Our furnace had gone out and we upgraded to central air when we had it replaced. Because it was installed during cold weather, the installer could not get the proper pressure on the coolant. He told me that I could call back and they would take care of it.

Last night, our AC went out. We are in the middle of a heat wave, with a heat advisory. We have a senior citizen in our home as well as an infant.

We called the 24 hour line and told them we had a warranty, our AC was out and that we have an infant and senior in the home. We were told we would recieve a call back. We waited, no call. So we called back. We were told they were paging the on call service man and he would be calling us. We don't recieve a call, so we keep calling.

At about 11, he finally calls us to say he is on the way and that he will be here about a quarter to midnight. He doesn't show. We keep calling back and are told that he is en route. Finally after 3 am, the service manager tells us that he said our call was satisfied. He had never showed up, but SAID he had and that the call was satisfied.

The service manager tells us that he will put us on the schedule for the morning but we should still call in at 7:30 to make sure we are on the schedule. We called at 7:24 this morning. A tech was finally en route. He arrived shortly after 8. He then told us that because it isn't during business hours, we have to pay a service fee. We are in a heat wave, so whatever, we agree to it.

He checks our system and it is low on coolant. BIG SURPRISE. He then tells us that it is $105 bucks for each pound of coolant and it isn't covered under our warranty.

So because our system was not properly installed originally, we had to pay for the coolant that was low, after we had paid for it and not recieved it during install due to the weather.

So not only did they not install our AC properly, they failed to provide 24 hour service, double charged us for the coolant, and failed to honor their warranty.

I let him know I was not satisfied with how we were handled. I wrote on the invoice that I was not happy with the warranty and was told at install there was not enough coolant, and the company is dishonest before signing it. I even wrote in the memo for the check I paid with that they were being paid for their dishonesty. I am not happy.