We recently hired HARP to repair our 12 yr old air conditioning unit that was frozen up. A very young service technician arrived and within 20 minutes informed me the problem was the intake vent filters where clogged. I informed him that was not the problem as I replace them every 3-4 months. We examined both filters and I pointed out the change out date I had written on them was in a few weeks and there was not enough build up to cause a system to freeze up. He indicated he would let it run without them to see it that resolved the problem. He was a very talkative person and even informed me he was going to give notice to HARP that day that he was quitting and gave me a card for his new business that he was starting. About 20 minutes later he informed me the system was still blowing hot air and he would have to run a leak check for $285 (approx.). I gave him the approval. Approximately one hour later he informed me the system had two leaks at the outside condenser values. The charge to fix the leaks and replace the freon was another $500 which I agreed to. Approximately an hour later he informed me he was packing up and would pull his gauges and check the air temperature one last time before leaving. Another 20-30 went by and he then informed me the gauge reading was fluctuating which indicated the evaporator coils where going bad and the replacement cost was another $1,200. I asked him if the coils where bad or may go out in the future. He said the system is currently working so it is something that I could replace now or wait to see. I told him that since he had the system running and already paying over $800, we would wait.
Within a few days a HARP agent called me to check on my level of satisfaction. I told her I was not satisfied and would not use them again due to the technician's incompetence and unprofessionalism. I conveyed our story to her and she informed me my experience was not representative of HARP and she would have a manager call to take care of the situation. No manager ever called.
In approximately one week the unit slowly lost it's ability to cool the upstairs and finally froze up again. I called HARP, conveyed my story (again) and they sent out a new technician. This technician was very competent and professional. After measuring the pressure on both lines, he informed me the system was low again and he would have to run another leak detection and charge us another $285 and the cost of repair and freon replacement. I informed him I did not think charging me to run another leak detection was fair since they just ran one a few days ago. I told him I would be willing to pay for any repairs but not the cost of leak detection or freon replacement as that should have been part of the initial service and charges. He called his manager who would not approve the terms. I agreed to pay another $170 to run a leak sealer through the system in hopes it would stop the current leak. This was a long shot as the service was not guaranteed to work. We were desperate as the temperature was near 100 degrees.
The system worked for approximately 7-8 days and froze up again. This time we called AirCo. Their technician found low readings on both lines and I agreed to have them run a leak check. After approximately 30 minutes he informed me our evaporator coils had two leaks. He had me come up to the attic to visually inspect the coils. Two things became immediately obvious to me at that point. The coils not only had leaks, but were very corroded and in need of replacement and, if the first HARP technician would have removed the panel and run an a leak check, would have discovered the same thing. The Air-co technician indicated that the leaks and corrosion had been occurring for a long time and if any technician would have inspected them in the last few weeks, would have known they needed replaced. If the HARP technician would have performed a leak check on the entire system as charged, they would have provided all necessary repairs and freon replacement under one leak detect service and charge. As a result of their negligence, we had to pay an additional $800, i.e., total paid was $2,910.Following our discovery, we once again called HARP to file a complaint and attempt to seek a refund. They took our name and said a manger would call us back. No one has returned the call.
Update: After forwarding this posting to HARP, a manager called me within the hour. I was very surprised by his angry tone and demeanor. He was not open to listening to his costumer's point of view. He continued to tell me what had occurred (this is interesting since he was not there and only sited the paper work the tech had submitted). In an angry voice he ask what I wanted. I stated I wanted a refund for the leak check and freon based on the tech not completing a full system check. He said that was not going to happen.
