6/12 - Lone Star Repair shows up to repair AC per request put into Allied Warranty (21250-7892)
Technician - Wayne C informed my wife that the unit in attic was not setting correctly and was causing the leaking outside the drain pan, hence the call due to the leak in the attic coming through our ceiling.
There was a slight move of the equipment by Wayne C and another technician (@ 30 min action) - Paid $60 and done.
6/13 - House is not cooling to expectations, but did not have any leaking or anything physically noticeable.
Received electric bill for $514 in May - 1st indication something is wrong.
Go outside to AC unit - copper hose to house has about 3 inches of solid ice around it. - 2nd indication
Call Lone Star Repair directly for emergency - Response was they would not come out because no one was available, despite the emergency.
Called Allied Warranty to ask about possibilities - No answer, did not leave a VMail.
I contacted Bill B. prior to an outside call. Left VMail to let him know what was going on and my next steps.
Called first AC company - Air Repair
I was told to "shut down the system immediately"....upon doing so, the leak in the Living Room ceiling resumed worse.
Review showed that coils were in disrepair and needed to be replaced. - They could replace that day.
I contacted Bill B. a second time left VMail to inform him that the cost would be large due to the emergency and the cost of the unit. (Carrier Puron System)
Bill B. Called me after decision was made to move forward by myself. Bill informed me of other options that could have made things easier for a Monday fix. We agreed to discuss on Monday.
Air Repair fixed coils and left coils for Allied Investigation - Per Bill B's request.
Repair completed at a cost of $2,737 labor and parts. - Please See attachment (Warrantied for 5 years parts/2 years labor)
We have had no further issues at this time.
Repair was not diagnosed correctly or repaired on Thursday's call by Lone Star.
Effect was an emergency off-hours repair that cost me out of pocket instead of the warranty. Total of 4 calls were made in advance of a final decision to inform and/or request assistance with this matter. Final solution was to reach outside the parameters of the warranty due to little or no response. Bill B has been very receptive of this situation, but the investigation should be more focused on your contractor more so than the one I used for a potential miss-diagnosis.
I am asking for a FULL remittance of out of pocket expenses for this issue. I truly appreciate your assistance on this matter.
Update to request: 7/18/2008 - Allied has refused to pay for my out of pocket expenses. They feel I went outside the chain of Allied, despite my several attempts to make this happen. They are refusing to meet me half way and after 8 attempts through email and phone calls....I am reporting them as non-compliant and breach of contract.