To: Champion AC
12682 FM 1560 W suite #205
Helotes, TX 78023
I recently purchased a new air conditioning system from Champion AC of San Antonio, TX. While I am grateful to have cool air again, and hopeful that this system will last us many years, I have to say I am quite disappointed in the service I received.
When I called on Friday, May 1, 2009, the response time was great. I had someone at my house very shortly. Lawrence suggested a new system to me and we talked about different price options and which system would be best for us. We agreed upon a price and I was told that we would have cool air by that afternoon.
Shortly after Lawrence left, I received a call from Tony telling me that the deal we had agreed upon with Lawrence was incorrect. While I was upset that we were not getting as great of a system we came to a compromise and I was content. Tony told me that someone would be at my house by 3 pm. At 3:45 pm I called since no one had arrived at my house. I was told that someone would be there within an hour. At 5 pm, I called another time and was told the installation crew had just left and was sitting in traffic. The installation crew finally arrived at around 6 pm, 3 hours after the initial time. This was a particular hardship as we have an 11 month old daughter that goes to bed at 7:30pm most night.
The installation crew did work hard to try and get everything done on the inside so that the baby could go to sleep, but it still wound up taking quite a while. By the time they left it was well after 9 pm and I could tell they were exhausted from a very long day. They assured us that cool air was coming out, but that it would take several hours for the house to cool down, since it was over 90 degrees.
The house never cooled down that night. I called the next morning around 9:30 am and was told someone would be here within an hour. Around 11 I called again. Finally around 1 pm Lawrence showed up at our house. After working for a while, he discovered the problem was apparently a relay issue. He did not have the correct one in his truck and so went off looking all over town for the correct one. We assured him that if he couldn’t find not to worry, since he had tried very hard to get us up and running.
On Monday morning I called bright and early to ensure someone would be at our house soon. The installation crew showed up about 9:30 am and knew the problem was the valve not the relay. While I understand that the valve was replaced on Friday night along with everything else and it happened to be defective, that does not explain why we were unable to get that solved on Saturday.
On Friday, May 8, 2009, as we were headed to the airport, we realized the house was no longer cooling. I called immediately and someone was able to come while we were gone to fix the problem. However, I am still unsure why after less than 5 days after being installed the AC unit needed to be repaired.
1. We waited around all day Friday and Saturday for someone to show up at our house. We did not receive much feedback at all concerning the delays, and were only provided updates when we called the office. We expected to be notified if there were delays so we could plan accordingly. Instead, we were forced to have someone at the house (without air conditioning) while waiting for service.
2. The main reasons I agreed to go with you as an installer of our new system was based on two things: price and timeliness. In the end, we got a lesser system for the same price and we also did not get cold air until Monday mid-day. By the time we learned of the lesser system, it was later on Friday and we figured at least we would be getting the system installed that Friday.
3. I have not received any sort of receipt that shows what we actually had installed. I need this for both my tax rebate and CPS energy rebates. I called about this on Thursday, May 14, 2009 and spoke to Charles. He said that it should be complete by Friday, May 15, 2009 and in the mail to me. As of Thursday, May 21, 2009 I have yet to receive it.
We found all of the employees we encountered to be very kind, polite, and hard working. We understand that there are delays associated with installing systems, and that sometimes things do not work exactly as they should when they are installed. However, we found the overall information provided to us from your company, including unit and price, scheduling installation and finally receipt and unit information to be subpar and unacceptable.
Charles told me that he relayed my complaints to Tony on Thursday, May 14, 2009 and that Tony would be getting in touch with me. However, a week later I still have not heard from him. If these issues are not resolved in a timely fashion, I plan to file a complaint with the Better Business Bureau.
Thank you for your time. I look forward to hearing a response.