Bill Smith on Facebook
4 years ago
08/16/2018, 10:54 AM
No stars Nelson Comfort installed an A/C unit for us 5 years ago. This July 1, we came back from vacation to a house that was over 80 degrees. We called Nelson because we thought the warranty we had was with them. Victor was headed to our house by noon. I called a friend of mine, described the problems we were having, and he suggested it might be the capacitor. Then Victor called back, close to noon, and stated he couldn't service our unit because he's not licensed to work in KY. Now we were going to be another day without A/C. I eventually called back pretty furious that Nelson intentionally has large periods of time where they have no technicians scheduled that are licensed to work in states they have sold A/C units in.
Victor was super apologetic. He thought his boss was licensed to work in KY. Not surprisingly, after talking to his boss on a Sunday, he was instructed to come on out. By this time, it's between 4 and 5. Victor finally shows up. He takes a look, and sees we are short some coolant. There's a premium for putting coolant in on a Sunday because it's inconvenient for a company to do business on that day. (As if we chose the day we were going to have trouble with the unit they sold us, or we hadn't waited hours for them to show up.) Putting the coolant in still didn't solve anything about how it was leaking. I suggested that it might've been a capacitor issue. This was dismissed outright. We were looking at paying $500 and not being anywhere near a solution. We decided at that point we had no confidence in Nelson or their customer service and asked Victor to go on his way. He then proceeded to bill us $130 for showing up. We asked what this charge was for and he said "A diagnostic." We decided not to pay. Because he hadn't diagnosed anything. We wrote my wife's number on the bill and asked them to call us. It's August 16, and we still haven't heard from them, other than an additional bill they sent us, then one yesterday with a finance charge attached. I'm going to call them today. We will see how it goes.