Complaint Review: Whipple Plumbing - Salt Lake City Utah

    I had an AC that was leaking in my basement.  I could not find the leak.  I called Whipple, thinking they were reputable.  They told me to fix the leaking coil, it would cost $2000, AC units are good for 15 years and mine was 16 years old.  I had never had a problem before with my old AC until then.  They recommended that I buy a new AC that would not be much more than the repair.

    Bryan the manager came out to sell me a new unit.  The quote that he gave me was $5220.  I thought that was really high!  But since I hadn't replaced it in so long, I thought that must be where prices are.  I was never told what type of AC I would get for that price.  They came out and took out my old unit and began replacing it with the new unit.  I had to leave for work before they were finished.  

   I came home from work that night and found the unit running nonstop.  I had left every window open to stop the leaking in the basement.  They did not close any window in the house when they finished.  I closed the house up and found the unit running all night.  They also removed my humidifier which helps in this dry climate.

   I then chatted with a friend that had an AC problem.  He was quoted a price of $3000 and his place is 400 sq. ft. larger than mine.  That is when my suspicions started.  I went out to look at the new unit that they installed.  It was the least efficient and half the size of my old unit.  I called 5 other companies to get quotes for their low efficiency units.  I was given quotes of $2800, $3000 and $3200.  I also called Whipple back and they refused to give me a quote over the phone without coming out.

   I called Whipple 4 times and was put on hold or given the run around.  I never had a chance to speak with anyone that could help answer my questions.  Then less than a week after the new unit had been installed, I came home to find the house very warm and the AC running non stop.  I found the entire outside unit was frozen with frost and the lines leading inside were covered with frost.  

   I called another company, Same Day to come out and look at it.  I had gotten a quote from them earlier.  They could do nothing until the unit and lines were thawed out.  They said that it could be caused from Whipple not clearing the lines from the old R42 refrigerant, which would turn the lines into glue.  They also said it could have been from putting in too small of a unit for my house.  AC's are not meant to run non stop which mine had been doing since the installation.  

   They were also amazed at the quotes I had received.  They said they would have charged $1400 to fix the leaking coils.  The type of AC Whipple installed they no longer carry, because they had a problem with Goodman honoring their warranty.  They were also amazed that Whipple had not measured my house for the size of AC I needed.  I was told by Whipple that was not necessary since they had replaced my furnace several years back.  Same Day told me the measurements for an AC are completely different from a furnace.  

   I sent Whipple a certified letter to insure that they received it after my experience.  I received a thank you card and a coupon.  I called again and finally got to a person that could help.  He was shocked at my experience and said he would try to rectify it.  When I heard nothing back, I called again and got Bryan that I had dealt with.  I asked for the unit to be taken out and wanted a refund since the CLAIM to have a 100% guarntee or money back.  He refused and said that is not how they do business.  Then he hung up on me.  

   I hope to avert anyone from having the experience that I had with Whipple!  I would avoid them completely!

Jerry