Complaint Review: S&N Heating & AC LLC - Avenue Maryland

It all started when my wife and I purchased a new home in 2016, S&N Heating and A/C LLC was the company that installed both of the HVAC units. On August 04 of the same year, the HVAC unit in the basement was flooding. S&N first blamed the filter, but moved on when we explained it was changed a week before the flooding started. They came to the house two weeks later, blaming a dirty evaporator coil and clogged drain lines.

About one year later,on August 18th 2017, we reached out to Nancy from S&N explaining the leaking had come back. Once again she was blaming the air filter, which we change religiously due to the whole family having allergies. They came out again on August 21st blaming dirty coils and air filters. By Wednesday, August 23rd 2017 the problem had returned. Another visit, this time the condensate pump was removed and the drain was piped to the sump, and all was well... until two weeks later onThursday, September 7, 2017 when the flooding came back for the third time in two months. This time my wife reports to the company that a loud dripping noise is heard when the unit shuts off. We were scheduled for that Friday the 8th.  S&N never showed up, and never called to say they wouldn't be honoring the appointment they set with us.

At this point the flooding had become so bad we had to turn off the unit in the humid september heat for about two weeks, when they finally returned on September 21, 2017 Steve, the technician assured us the issue was resolved this time, but would continue to troubleshoot the issue if it happened again the following year, even though the service contract ends in april of 2018.    

The leaking returned August 22, 2018. This time Nancy refused to troubleshoot the issue without payment. My wife and I pointed out that this problem was systemic, ongoing, and was reported just a few months into the service contract effective date. Steve and Nancy still refused to honor their agreement to resolve the issue, stating that they cant clean coils and filters yearly for free.

I found a different HVAC company and paid them to come look at the unit. The problem was diagnosed in five minutes. S&N left an unnecessary part in the unit during the install, blocking airflow around the evaporator coil. Once the part was removed, the dripping stopped and condensation could be seen flowing properly down the side of the evaporator coil, not dripping from it. When this was explained to Nancy, she insisted the install was done correctly, and that the instructions said the horizontal pan MAY be removed but was not REQUIRED to be removed from the unit when installing in an "Upflow" configuration and that there was no way possible the horizontal pan was blocking air flow, even after it was explained to her that the dripping had stopped after the pan was removed by the other HVAC company.

THE POINT:

At best, S&N Heating & AC LLC was unable to diagnose a problem with a unit they claim to have extensive experience installing and supporting while a differenct company diagnosed the problem in under five minutes. At worst, this company

chooses to "kick the can down the road" by not fixing obvious issues with HVAC units covered by service contract until they can start charging unwitting clients once that contract expires.

Avoid Steve, Nancy, and S&N Heating & AC LLC at all costs.