Mr. Wheeler was all over it when he sold us a new YORK heat pump costing over $5,000.00. Fast forward 2 months and the unit malfunctioned in the heating mode. It took numerous calls to get him to come out here and on top of that, he would be very late arriving nor would he call stating he was going to be late.
He blamed the thermostat for the issue and sold us a $75.00 unit, that didn't fix the problem so another round of call's to get him out here ensued again. When he finally did show he blamed that thermostat again and put in another one, the unit still malfunctioned. I tried to explain to him that the unit was shutting down 2 minutes after starting up and it would just keep running on, blowing room temperature air but it was like talking to a set of deaf ears.
This went on for another couple of weeks so I called him again to come out here and look at this unit. It was the same thing, he wouldn't call back after leaving voice messages, but finally he did call back and again we set up a time for time him to look at the unit. Like before he showed up really late and never called saying he was going to be late.
Mr. Wheeler did see what the unit was doing and he added a relay board to the air handler unit after conferring with, I guess YORK Technical Support. That did not fix the problem and he said we would have to use the Aux heat mode till he could find a solution. This went on for almost 3 months with electric bills ranging from $350.00 with one topping over $600.00 due to his inaction.
After this 3 month's of phone calls and no solution, he finally shows up with a "YORK" representative found the issue, and repaired the issue.
Some of you reading this may be asking why didn't you find a company that services YORK, the answer to that is, it was a brand new unit and install so the service call and repairs were covered top to bottom which to Mr. Wheeler's credit, it was.
Fast forward to November 2020, the unit has failed again in the same manor as it did a year and a half ago. I called Mr. Wheeler and we set up an appointment for him to come out and see what is going on with it. Well what a surprise again, 4:30 came and he's a no show, no phone call telling me he's running late no nothing.
I called him at 4:50 and got his voice mail, I receive a text back in short order informing me he would call in a minute. It's been a week now and I'm still waiting on that call or for him to show up. I'm glad to see nothing has changed about the outstanding customer service from Wheeler's Heating and Air.
I did call YORK and found another company that would look at the unit and honor the warranty. Well come to find out it has a small leak somewhere, it lost 6 pounds of refrigerant since Mr Wheeler serviced the unit. The refrigerant is not cheap! So I had to pay for 6 pounds of very expensive refrigerant plus a dye leak test and a service call, so we'll find out.
Now having gone through all this, you need to know that YORK was plagued with defective coil units from Johnson Control's International and they have a very big judgement against them for all the defective coils that was sold to YORK and other HVAC Companies. I have included the link down below.
I am going to pull the covers off this unit and see when it was manufactured so I dunno whether my unit has defective coils in it or not, why did it loose all that refrigerant? The dye check should show where its being lost at. Does Mr. Wheeler know about this? I dunno, is this why he is reluctant and slow to service what he sold to us? I can't answer that either.
It is things like this that give the HVAC industry a black eye and there is no excuse Mr. Wheeler can explain why the way he chooses to treat me and my wife over this unit from day he sold it to us. We've always have been nice to him even when we were boiling mad inside about his cavalier attitude towards "service after the sale".
I hate writing this, but enough is enough and we are done with Wheeler's Heating and Air in Ozark Missouri. I advise you stay away from this business.
Here is the link I mentioned earlier: https://www.classactionrebates.com/settlements/jci-copper-coil/ read more