Katy West Houston A/C Complaints and Reviews
Last Updated On: January 10, 2018
RatingsAverage Rating: 1.00 out of 5
Based On: 1 Review
Number Of Comments: 0
Damage ReportsCurrently No Reports of Damages.
Most Recent Review
Company won't honor warranty and I was lied to.
I purchased my air conditioner from Katy/West Houston Air on 8/16/2013. I was told that all repairs, parts, and labor would be covered for 10 years, that the unit has a 10 year complete warranty, covering all parts and labor. I called them on 7/15/2015 because the unit was making a loud clanking noise.
After waiting all day for them to come, a man came and just looked at the unit, he did not touch anything, he said that the coils needed to be cleaned and said that I would have to pay $225.00 for them to clean the coils. I told him that the unit is covered under warranty for all repairs, parts and labor. He said that they clean the coils with a water hose.
I called the company and was told that I would have to pay $75.00 for a service fee if they did not clean the coils. I told the man that was not what I was told when I bought the ac system.
I paid $3,722.00 for the ac system and was told that the system was covered for everything 100 percent under warranty for 10 years.
The man on the phone told me that if I would not pay the service call that they will not come back out to service the ac system, He said that I would have to contact the manufacturer.
Katy/West Houston Air – 4023 Trey Dr Houston texas 77084
Official Responses from Katy West Houston A/CBy: Laurence Lareau On: July 31, 2015
Response from Laurence Lareau – Owner of Katy West Houston A/C
Ms. Perez purchased an air conditioner on 8/16/2013. She was told that all REPAIRS, parts, and labor would be covered for 10 years, that the unit has a 10 year complete extended warranty, covering all REPAIR parts and labor. She called on 7/15/2015 because the unit was making a loud clanking noise.
The technician looked and found the unit so massively clogged with dirt and dog hair, that it would require some disassembly and chemical cleaning requiring 2-3 hours of time, and that the TOTAL COST would be $225.00 . She argued that the unit was covered under warranty for all repairs, parts and labor. The Warranty is A WARRANTY ISSUED BY GOODMAN, (NOT Katy-West Houston Air ) and COVERS REPAIRS, (NOT MAINTENANCE or CLEANINGS.) She however did not want to listen. WARRANTIES ARE NOT MAINTENANCE AGREEMENTS. The massively dirty coils elevates the operating pressures, causing the compressor stress, and can thus cause the noise.
She was told that if she did not want to clean the coils, that the company charges $74.95 service call charge as it costs the company to schedule, dispatch and send out a technician. We also must maintain licensing, insurance, advertising and overhead all year long. We are less expensive than most companies. Ms. Perez also filed a complaint with the BBB of Greater Houston. A copy of “Terms and Conditions” of her warranty type was enclosed to the BBB response. IT CLEARLY STATES that it is the customer’s responsibility to PAY THE SERVICE CALL CHARGE, and that MAINTENANCE IS NOT COVERED as it is NOT A REPAIR. The BBB found no wrong doing by the A/C company and closed the case.
If the system had an actual FAILURE, the WARRANTY WOULD COVER THE PARTS AND LABOR.
It is the policy of the company not to perform any additional services for any customer with an unpaid outstanding balance. Ms. Perez was that that the warranty was issued by Goodman “Goodcare” and not Katy-West Houston Air, and that if she did not want to pay, that there is an 800 number on the warranty and that she could have it re-assigned to another dealer.
THERE WAS NO WRONG DOING BY THIS COMPANY, JUST A CASE OF A CUSTOMER NOT READING HER COPY OF WARRANTY PROVIDED BY THE MANUFACTURER. WARRANTIES ALWAYS HAVE LIMITATIONS OF COVERAGE.
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Katy West Houston AC - 500 Dallas St Houston TX | 281-846-3814 | KatyWestHoustonAir.info