Rheem Air Conditioning Rhuud "not their problem after $12,600.00" Fort Smith, Arkansas

I purchased a home in 2004, and it had two 20-25 year old Trane HVAC unit's in it (one upstairs, and one downstairs). Both units functioned, but my home was consuming about $400.00 a month in electricity.

After consulting a friend who was in the HVAC business, I made a decision to go ahead and replace the old units with (what I thought was) more efficient units. So hearing about Rheem/Rhuud, I felt that they were excellent quality units, so I purchased the downstairs unit first for $6600.00. I had the entire system replaced, along with all the ductwork.

Here is what I was expecting by getting these units replaced:

1) Lower monthly electric bills

2) the upstairs to cool better as it would get up to 90 degrees even with the air running.

3) High-quality, efficient units that would last a long time.

So it began. In Oct of 2004, our downstairs unit was installed, and it was great. It cooled well, and we were happy. BUT, the cost for running the unit did NOT decrease. This was a minor issue I guess, so we ignored it. Well, with our new unit installed, we also felt we should keep it up. and have it maintained on a regular basis, WHICH Hill's Service Company promised would be a regular thing they would perform (Lie #1). Hill's NEVER at any time EVER came out to service or even check the system, or replace the box filter for the furnace that was supposed to be replaced on an annual basis, no checks were ever made to the system or anything. As a matter of fact, only after multiple phone calls and emails would they even respond with a "Yes, we'll do it" (which they never did).

So, I got the filters myself, by going under the house and getting the measurements, and ordering them, and I replace them myself.

About 3 years goes by, and we notice that the upstairs unit probably should be replaced. We felt this HAD to be the eletrical drain on our house, and it wasnt cooling the upstairs anyway. So we call Hill's again (don;t ask me why, I just didn't know who else to call at that point), and get another unit for upstairs. So they spec out a system and assure us, that it would cool everything wonderfully and be rally good for our power bill.(Lie #'s 2&3)

This unit cost us almost $6000 to be installed (now that comes to almost $13,000.00 for our systems to be replaced), and...no change. As a matter of fact, our power bill went UP that next summer from the previous ones.

And, as they were wont to do, they did not maintain this unit either. As a matter of fact, I had to have words with the owner, Robbie Hill, about there lack of customer support after the install, and bug him to death to finally get my owners manuals for the new units, which they ceremoniously left on my front porch (even though I was home), and got soaking wet from the rain that day. We don't use the front door, so it was out there a while without us knowing it.

OK, so this is where the fun begins. In July 2008, our downstairs unit got struck by lightning, great. So we call Hill's, and the finally dispatch a tech to come "fix" it. They came out when I was not there, after I told them to speak to me only as my wife did not know anything about it. The tech found a blown main circuit board, and it also blew a hole in the evaporator core. They soldered the core and replaced the board, and refilled it with R-22. During the time of repairing the core, they suggested that we replace the unit, but they didn't have one in stock so they were just going to repair it. My wife told them that was ok (she didn't have a clue what they were talking about, and couldn't relay this to me later on, otherwise I would have jumped all over them and told them they needed to just wait and replace the core. I don't believe in patching a unit that was under warranty.)

Well, they sent us a bill for almost $800.00 for their "repair". Well needless to say, I did not pay it, because less than a month or so later, all the freon leaked out again, we found more holes, the fan relay and condensor went out, and I finally got another person (a reputable HVAC company) to repair it. They saw the core and also said they never should have repaired that, but replace it. So the downstairs unit was fixed.

More fun... about 9 months ago, the upstairs unit went out. So I called my HVAC tech back out (not Hill's) and he diagnosed it as a bad AHU motor. This was a motor that Hill's convinced me was a "much more efficient and reliable motor" as it was a new variable speed-type. Well, the bearing's burned up on it and it went out, and we had to have it replaced under warranty. This was in the middle of the summer of 2009.

So now, the upstairs unit, two weeks ago, has now completely leaked out of freon. At this point, I had had it with these junk Rheems, or the bad installer, or both. I filed a complaint with Rheems customer support, who, at first, was willing to help with phone calls...until they contacted Hill's about the history of our unit's. Hill's lied through their teeth telling Rheem that they suggested we replace the evaporator core, but that we REFUSED it!!! Liars.

So after not hearing from Rheem/Rhuud support, we finally called them to find out if they decided to do anything, and they blew us off and said it was not a warranty issue, and it was our problem.

So In conclusion:

1) The new units cost me $12,300.00

2) The new units are MORE expensive to run than the old Trane 25 yr old units

3) The upstairs, when it works, is only cooling to about 85 degrees in the hot summer months

4) The units have broken down more times than I am confortable with

5) the upstairs unit is still broken, and I am going to have to pay AGAIN to have it fixed.

6) No effort by Hill's or Rheem/Rhuud was given to truly try to get my problems resolved.

Maybe I am just expecting too much? Or am I too picky?