Extremely unpleasent experience
I have my Carrier central air conditioner and whole house humidifier installed by this company. My humidifier never has been properly installed. The cheap plastic tube the company uses for connecting the hot water tank and humidifier is not suitable for letting hot water pass through which will cause the tube broke and water leakage. This is extremely terrible as you never know when the tube will break and it may cause leaking water damage to your water tank. Since the company installed my whole-house humidifier, the tube has broken twice. Before the technician came, I had told them the tube is not rated for hot water passing through and required them to bring a proper one, but when the technician came, he brought nothing and just cut the old tube and reconnected it. Of course, after that the tube broke again, I had to buy a proper tube myself, but this time the tube connector was not installed properly and was still leaking. I called the company and never got a callback. My experience with this company is terrible. Every time after the repair, the technician begged me to send a good review to the rating agency. I am extremely doubting the high rating of this company. Update to respond to the owner's comment: I don't know if it's a regular plastic tubing or not but apparently it's not proper to handle hot water. I agree, to repair a tube your technician came to my house twice. The first repair your technician just cut the tube and reinstalled it, from my point of view, this can't solve the problem at all as the problem is the tube. As expected the tube broke again. It's because your company even can't bring a proper tube. To save each other's time, I bought a proper tube for you to repair the humidifier as I don't want it to break again. To my surprise, the technician can't even install a new tube properly. After the installation, the connector started leaking water. I think your technician has noticed this problem as he put some cement on the connector to prevent water leakage. I have attached the picture. I can't believe how he believes the cement can solve the connector water leakage. You mentioned you are in the business for 15 years. I don't know how your technicians are trained. This is such a simple problem your guys have to come twice and haven't solved the problem at all. I feel so sorry this is a waste of each other's time. You said you send your technician 4 times. I think if installation can be counted as once, I have seen your technician 3 times. I am not sure whether the other neighbors in my community have met the same problem. I use the machine properly and you can't make the excuse for your service. You mentioned your extended warranty. I have to say that since the first repair, you didn't solve the problem at all. You mentioned your extended warranty. I have to say that since the first repair, you didn't solve the problem at all. As a 15 years business, I expect your company to be more professional in what you should do or I am sure you will lose customers. On-line advertising can't help the poor service and people will realize that later. I think I have been reasonable enough to wait for your call back since May 23 when I called and emailed your company and be reasonable enough to buy the tube myself for your technician to repair. I am so disappointed in your service.
- Approximate cost of services:
- $450.00
- Company Response
We are sorry to hear from you about the humidifier leaking issue and the inconvenience caused.
But there are a couple of things that we need to clarify:
First & foremost, the tubing we used was NOT a regular plastic tubing but was supplied by the manufacturer's original installation kit. The one we replaced for you a long time ago was provided by you and was a certified hot/cold water tubing which could handle 120F hot water.
As an established business with over 15 years of history, we always stand behind the product we carry and our installation quality with a view to satisfying our customers the best we can. In your community, we have installed over 50 same humidifiers like the one you have, but unfortunately your humidifier is the only one that has a water leaking report.
If you are willing to work with us reasonably, of course we would be willing to extend our help. In fact, we have already sent our technicians in 4 separate occasions so far for your humidifier since its installation, including the first one that our technician found the humidifier controller was not even switched on by the user; and the last time which was almost 6 months beyond the labour warranty period but still it was no charge to you as a courtesy.
As for the reviews, we can guarantee to everybody that all our reviews are genuinely from our customers on a voluntary basis. Our technicians may ask humbly for review/comment, but never to beg anyone for a review. After all, they are professionals that only use their skills to earn the respect and recognition from our customers. And we are proud of every single one of them.
We take our Company's reputation very seriously: while you have the right to write a review about our business, but with all due respect, we cannot accept any untrue accusation that can do no good to everybody.
