Did the company cheat?

We have a company install a new air conditioner in March, it doesn't work at all. I call them, they told me that they will charge FuLiOn(a kind of cooling liquid) into the machine and then it will work. I'm wondering why they didn't charge the liquid at the beginning. It's so hot and my kids don't feel good at all. Please give me some idea. Thanks a lot.

depressed mom