LONG STORY BUT IT NEEDS TO BE READ-----
My tale begins with our living room unit not cooling. The fan blows air, but that's it. No compressor engages.
PLEASE keep in mind that in the B line, the living room A/C unit covers over 70% of the apartment's square footage.
DAY 1: 7/5/2016-I was forced to reschedule my first appointment. The four hour window they gave me was closing. I called. They were still on another job and would likely only get to me at the final minute of the final hour.
DAY 3: 7/7/2016-They came and tested the Living Room unit. They removed the unit stating NO FREON. LIKELY A CRACK. I was promised a diagnostic phone call and a total turnaround of 10 days.
We are in the midst of our first summer heat wave. I go to Home Depot and spend over $300.00 on a portable unit as window units are not allowed at The Pecora.
DAY 7 7/11/2016-I STILL had no diagnostic call. Or any call. I called ICE-AIRE and spoke to "Brittany."
I complained about no diagnostic call. She promised me a call back the same day. "Mike" called back at 3pm to say that they hadn't run the diagnostic so there was still no estimate. He promised me a call back the next day. I expressed my intense dissatisfaction in his company and customer service as we were already at Day 7.
DAY 8 7/12/2016-NO CALL BACK FROM MIKE, or anyone!!!
DAY 9 7/13/2106-I had to call ICE-AIRE. I asked to speak ONLY to Mike. We still had NO diagnostic or estimate. To placate me Mike threw out several scenarios and the cost for those fixes. When I complained again about the TERRIBLE customer service he stated that if, in fact, it was a FREON fix he would charge me $750 instead of $950. I opened the convo into getting a bigger, new machine. I told him I would consider my options.
DAY 10.................Crickets.......................
DAY 11 7/15/2016-When I still have NO diagnostic call/estimate I got my Condo managing agent on the case. I tell her the whole story to date.
DAY 16!!!!!! 7/20/2106-I still have NO unit. NO diagnotic and NO estimate. Building manager promises me via email that she is on them. I believe her and know she's on our side. At this point we have made it clear to Condo/Building manage that we don't want the old machine back. Only a new machine. We now begin trying to get a quote for the newer bigger machine.
DAY 18 7/22/2016-As we wait for the new machine quote we get a flurry of emails and phone calls that the OLD machine is on it's way back to us that moment! No warning or notice. Spouse even gets a call at work and has to leave the office. The techs arrive with the machine we have been saying we didn't want back. They install it and try to leave. Spouse notices the machine is not working properly. The techs try to leave without addressing the issue. Spouse pressures them to stay. They finally determine that the compressor isn't working. SHOULDN'T THEY HAVE KNOWN THAT BEFORE??? (When they finally ran the diagnostic??? Which they had 18 days to do.....)
They take the old machine away. Sandra Nazario is made aware of every turn. WE restate that this machine will only be a stop-gap. That we are interested in a new more powerful unit.
DAY 21 7/25/2016-THREE WEEKS LATER, NOT 10 DAYS.........we receive an email from building manager with a quote from DAVID @ Ice Aire with for the newer, more powerful machine. We agree to the price. However, the bigger machine (which was in-stock, is now out-of-stock and will have to be ordered).
That same day, the old machine comes back. They had to replace the compressor!!!!!!! I'll say again.....why they didn't check the compressor before I don't know. As the now repaired machine is being installed I CALL DAVID @ ICE AIRE. Sandra's contact. I state several times to David that WE'VE CLEARLY SAID WE DONT WANT THIS MACHINE WE WANT THE LARGER UNIT. I tell him I'm concerned about signing this invoice. He tells me the techs can't leave until I do. He instructs me to write everything on the invoice. I write this is only a stop gap during this heatwave. That we had stated several times that we don't want the machine, but are waiting for the larger machine at the price quoted to Sandra Nazario.*
DAY 23 7/27/2016-I get an email from the building manager saying they are reneging on the agreed price for the larger new machine!!!!!!!!!!! read more