HVAC contractor responds to homeowner's service complaint

HVAC contractor responds to homeowner's service complaint

Member complaint

I hired Roadrunner Air Conditioning & Refrigeration of Goodyear, Arizona to clean the drain line on our A/C.

Within two weeks, the pan overflowed and damaged our ceiling and soaked our walls. We contacted the owner about the problem and he speculated that it was the drain, but he supposedly cleaned it during his visit.

He told me to go to the hardware store to get an auger to blow the lines. It was 120 degrees outside and that’s why we called him.

Instead of allowing us to let the original repairman fix his mistakes, Michael Pyer of Roadrunner talked us into allowing him to make the repairs.

I want the company owner to apologize for not responding when we needed him the most and compensate me, since I’ll have to pay someone else to correct the problem.

Meek Hartman, Goodyear, Arizona

Provider response

Initially, I diagnosed issues with the blower motor, blower wheel and drain line.

The member told me another company recently replaced the blower motor. It was installed incorrectly, and the blower wheel was slightly warped.

I repaired the blower motor, blower wheel, cleaned the drain line and added refrigerant. When I left, the member said he was satisfied.

A few weeks later, the member told me the drain was leaking, but he didn’t say it was an emergency. I didn’t have an opening for three days and told him how to make the repairs. I told him to contact me if he couldn’t do it. When I didn’t hear from him, I assumed he fixed it.

I tried to offer the best customer service I could. If he said it was an emergency, I would have serviced his issue that day. I’m not even sure that the damage was caused by my repairs and not his attempt to fix it.

Michael Pyer, owner



Editor’s note: The company paid another company to texture the ceiling to resolve the case.

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Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.

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