Ricky R. on BBB
2 years ago
02/22/2018, 05:51 AM
We have used this company over the last three and a half years for service and to install a new system in a rental house. Our last experience was not what prior service has been. This company is no longer owned by Paul R. who founded and built the company. Paul sold the company in mid-2017. The new owners continue to use the Reynolds name. Keep this in mind when reading reviews for Reynolds Comfort Air.
We heard a slight scraping noise in the fan cage area and called Reynolds, not knowing that company ownership had changed. When Reynolds removed the cage, the fan spun easily by hand with no noticeable noise. The technician said the only way to eliminate the noise was to remove the fan. He did not have the proper tools to complete the removal so he began pounding on the motor shaft with a hammer, trying to dislodge the fan. When I asked if that was a good idea he said he didn't think it would hurt.
After being unable to remove the fan he tried other adjustments. With the cage back in the unit the noise was much worse than it was when he started working on it. Again, the cage was removed which at that time the motor would barely spin. He then determined that the motor had seized and that the motor, fan and cage needed replaced. He said he would get an estimate the next morning but charged us $208 for the visit. With temperatures nearing 90 we needed the air.
After calling the office twice the next morning, the technician called me at 2:00. The estimate was $1,260 with no credit for prior day charges. Total cost around $1,500. It would also take 5-7 days to get the parts. However, if we bought a new air conditioning system they could install it the next day!
I then called another service and explained the situation. This company arrived within an hour. He immediately determined that the fan had separated from the base and needed replaced. He also found the motor was broken, most probably due to the Reynolds technician hammering on the shaft. Two phone calls later, the parts were secured and within four hours the unit was fixed. The charge was $500. He also commented it would have been less had they not had to replace the motor due to the Reynold's technician faulty work.
The next day I called Reynolds and told them to cancel any parts they had ordered, as I had found someone that had fixed it for 1/3 of their estimate in four hours, not 5-7 days. I also asked to have the owner call me. Later that day I received a call from the technician that had done the work rather than the owner. He said in his opinion he did not feel hammering on the shaft would damage the motor. I asked him if that was normal protocol and he said no - that he should have had a puller and not hammered on it. He ADMITTED his work was faulty. I then told him about the price difference and his reply was that Reynolds doesn't usually work on Frigidaire units, which I had and thus when they get parts they are more expensive.
So, from my experience it seems that the new ownership does not value customer service and doing the right thing. They are happy to break your unit, admit they did it, then charge you for it. They seem to be at the point to charge as much as possible and upselling. I am still awaiting a call from the owner or manager.
I would advise people to be aware of the change in ownership. This company has many 5-star ratings, which are from the prior owner, not the current.