Service Charges/Culture

[AWvsCBsteeeerike3]

About a month ago or so my recently (~5 years) installed AC quit working.

Couple things to note. The company that installed it (call them CHA) was awesome. The signed and paid invoice states '10 year warranty'. CHA was bought by a larger company (call them Airco) in the past 5 years. So, I have to deal with Airco now.

Before doing anything, I get under the house at the blower/coil and see a big puddle of condensate. Easy problem to fix, just provide positive flow for the condensate and the AC is running again albeit it dumping condensate into the crawlspace.

When CHA installed the new unit, we discussed rather to pump the condensate about 15' north out of the crawlspace or to keep it a gravity feed hanging from the joists running idk 60-70' south. I told them my preference was gravity drains for obvious reasons. But they did talk me into the pump and said it was covered in the warranty...so, nbd.

Fast forward to when the AC quit working and of course the pump had failed. So, I look up CHA, realize its been bought by Airco, and call Airco. I let them know what was going on, what happened, had my invoice number, etc. The immediate response was okay, we'll send a technician over. It'll be a $100 diagnostic fee and we'll see what the technician says. I was like...uh, no. I don't need a diagnosis. I need a new pump, it's covered under warranty per invoice ###.

The lady says well I can't do that, a technician has to do that. Do you want me to schedule him?
Yes? But, I don't need a diagnosis and I don't want to pay $100.
Okay, I'll schedule him to come over at xyz.

Great.

The technician shows up, I tell him what's going on. He confirms it. Tells me I need a new pump, it'll be $700 or whatever it was and if I do that, they'll waive the diagnosis fee of $100.

And, I about blew a gasket.

In the end, talked to Airco's warranty person: they denied the pump was under warranty...even though I never entered into an agreement with them, she assured me she was right and they weren't going to replace the pump.

Talked to Airco's maintenance manager, he claimed I did need a diagnosis and the fee for it was $100. I said, dude, if I did a project and the project resulted in water in someone's crawlspace, and they called me to tell me they had water in their crawlspace, I wouldn't then charge them again to tell them they had water in their crawlspace, what kind of tomfoolery is this?

After some research, I found out you can add tablets once a year to the condensate lines to keep it from clogging pipes. So, I just ran a pex pipe along the ground the 60' south to daylight and tied it into a drain on the south side of the house. It does hump a little bit, but it has a 2' drop or so at the unit that provides enough head to keep the water flowing without backing up into the unit. Now they're saying they still want the $100 diagnostic fee even though 1) I told them what was wrong before they ever showed up and 2) their recommendation to replace the pump was not the best solution nor taken and 3) they reneged on their warranty.

Am I taking crazy pills?

[Joe Shlabotnik]

Am I taking crazy pills?

Nope.

Finding and keeping good contractors is a real [expletive]. Looks like you found one and then they retired and sold out. It's going to happen. Sorry to hear that.

[IMADreamer]

No, you have every right to be upset. I'm not sure what went wrong with out society but it seems like screwing the customer is the number one goal of all companies now.

[GeddyWrox]

F them and the diagnostic fees they rode in on.

[GeddyWrox]

I went to the DMV to title the new/used car I bought for my son. Paid ~$8000 for the car. Taxes and what not came out to about $540. Whatever. I didn't bring a checkbook. Who uses checks anymore??? So I tap the card, and the card reader says $11.75 "convenience fee". I had no choice but to say yes. I felt like I had just been mugged. JFC.

[Jocephus]

i find it similar in renting too. for the last 10, 12 years, whether in kansas or colorado, i'd been renting from private home owners. it was very straight forward business between me and the owner. well, i had to move in may and ended up in a townhouse, which is nice and all, but controlled by a property management company. the individual i worked with was nice enough but its so clear, that that is an industry where all these ancillary components work together to add so many charges. i had to submit pet paperwork (even if i didn't have a pet i would have to and pay a fee), i had to buy renters insurance (i own nothing of value), and there were some dubious fees (imo) about even writing the contract. like, i was assessed a "contract writing" fee. filling in pre-populated field on a word document is hardly difficult work and yet, of course, the management company is going to add that charge. its all complete [expletive] to get more money out of the customer that does not benefit the customer one bit.

[GeddyWrox]

I pretty much refuse to go to concerts anymore due to the ridiculous fees that TicketMaster puts on there.

[AWvsCBsteeeerike3]

No, you have every right to be upset. I'm not sure what went wrong with out society but it seems like screwing the customer is the number one goal of all companies now.

Exactly. This was just my latest instance of noticing it. It does seem like every nook and cranny of the world is filled with extraneous charges anymore.

My wife bought a car in 2007, financed it through USAA. She paid the car off in 2011. USAA never released the lien on the title.

Fast forward to 2024, she sells said car. But, lo and behold, there's a lien on the title still. She asks USAA to expedite the lien release and they wanted to charge her to expedite it. There shouldn't be a rush charge if they're 13 years late. 13 years!

[AWvsCBsteeeerike3]

I went to the DMV to title the new/used car I bought for my son. Paid ~$8000 for the car. Taxes and what not came out to about $540. Whatever. I didn't bring a checkbook. Who uses checks anymore??? So I tap the card, and the card reader says $11.75 "convenience fee". I had no choice but to say yes. I felt like I had just been mugged. JFC.

Very convenient!!

[Arthur Dent]

Also: $700 for a condensate pump? Get out of here.

Not to excuse anything, but was the warranty through just a local/regional A/C contractor or through the ac manufacturer?

I guess I largely already assumed warranties from contractors are kind of worthless as who knows if they are going to still be around for any time. If the company was bought out, I would think that would mean that they assume their obligations including warranties, but what do I know? Seems like many places operate on the idea that legal rights mean nothing because actually pursuing a lawsuit makes no sense.

I would hope A/C manufacturer warranties would at least be honored.