HVAC company resolves watermark issue

HVAC company resolves watermark issue

COMPLAINT: Gerardo Santos, Houston

"I hired Hallmark Cooling Plumbing & Heating to install new ductwork, a water heater and insulation. Two days after they completed the work, I noticed a small watermark on a closet ceiling.

"I then noticed the backup pipe dripping water. I immediately turned off the A/C unit and called Hallmark.

"In the meantime, the leak spread to the hallway and another room. The ceiling now has watermarks in six different areas. Hallmark sent a plumber and an A/C tech to inspect the water heater.

"The plumber found a small leak on the water heater line and fixed it. He also confirmed leaking from the A/C unit. The A/C tech said the new ductwork is pushing more air through the system, and the old evaporator coil is dirty and partially blocked, causing water in the drain pan to pool around the unit.

"He cleaned the coil, and the A/C is working fine now. However, the resulting water damage could have been prevented, and I now have watermarks."

DESIRED RESOLUTION: "I would like them to issue a credit for repairing stained ceiling drywall or contract a painter to repair stains."

RESPONSE: Toner Kersting, sales manager, Hallmark Cooling Plumbing & Heating

"We resolved an air flow issue that had existed for a long time. The increased air across the coil yielded more water to the drain. This caused water to build in the drain pan.

"The old drain lines were clogged and caused the leak. The member replaced the lines. Out of thanks for that purchase, we painted and repaired his water spots."

STATUS: Resolved


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