Sour lemons

COMPLAINT: Kim Sharp, Richmond, Texas

"I purchased a new heating and cooling system from Fresh Air LP for my home in 2004. They recommended Carrier brand units. The air conditioners have been complete and total lemons since I purchased them. I had trouble with the upstairs unit at just a little over one year of installation and now a compressor has gone out on the downstairs unit in just four years - all while under regular maintenance from this company.

"Fresh Air has been no help in terms of trying to make this right with Carrier. All I'm ever told is 'call 1-800-Carrier.' These units haven't performed nearly as well as the 11-year-old Rheems they replaced. I spent $13,000 with this company and they were of no help at all in trying to resolve the issue directly with the manufacturer. With spending that amount of money on the purchase, plus the cost of an annual contract with them, I expect better service."

DESIRED RESOLUTION: "I want a refund of $892 for labor on installing a new compressor."

RESPONSE: Sonny Roncancio, president, Fresh Air LP

"Fresh Air has done everything possible to help the member. The compressor was replaced under the 10-year part-only manufacturer's warranty. The member was charged for labor, freon and welding materials. This is standard practice for any company replacing a compressor in the 10-year manufacturer's part warranty period.

"When she said she was unhappy with her equipment, we gave her the 800 number for Carrier customer service. We at Fresh Air pride ourselves on customer service and we're sorry the member is unhappy."

STATUS: Stalemate