Complaints

• Initial Complaint

  21/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had 2 high efficiency furnaces, 2 central Humidifiers, one air conditioner, and a hot water tank installed by this company. This work was completed Oct 2021 (paid approx $***) but my concerns relate to something I learned in the past month. I had a furnace inspection done by another company Feb * 2023. They made me aware that the furnaces were only wired to operate with a single fan function rather than high and low settings. I was unaware during/after installation that this was the case. I was told all about the benefits of the high and low fan settings and assumed the furnaces would be operating using both settings. The inspection also revealed extensive natural gas leaks inside and outside of the furnace. I was shown piping which was woefully inadequate and not complying with current best practices. In some areas, the piping could be tightened by hand. I was told there is no way it would ever pass a gas line inspection. Im Unsure whether the gas lines were ever Properly inspected during/after install. On Feb **t 2023 I made expert Hvac aware of my concerns with the high/low fan settings but have not received a response or explanation. I did not mention the gas line concerns as I have lost confidence in their ability to address my concerns. They returned at least 3-4 times to address other issues with basic functionality of the furnaces and humidifiers during this first 6 months after installation. I was thankful they were quick to address these concerns, but with natural gas lines Im becoming more wary. My concern is primarily that I was not informed that my furnaces would be functioning under a single fan setting - this seems dishonest at best. The natural gas leak is a far greater health/safety concern. I have been quoted $**** for the gas line repairs and for proper high efficiency fan functioning to Be restored. I dont expect much, but at the very least seems Fair to have expert Hvac cover The cost to repair their poor workmanship.

  

  Business response

  17/03/2023

   In response:  Gas pipe/gas leak - The photos that were documented were existing gas lines/fittings.  Our technician only touches the very end of the gas line where it connects to the furnace and the photos that are documented are not within the last 2 feet of the gas line before it meets the furnace.  With this being a bigger job, our technicians where in this room for at least 2 days for minimum of 8 hours each day.  If there was a hint of gas smell, we would have investigated.  As we were in this room for long periods compared to a home owner that is in and out of the mechanical room intermittently, we are curious how this was found.  Further more, the 2 gas furnace replacement had a *************** Gas Permit and Inspection.  If this was visible at the time of inspection from the ***************, this would have been flagged and Expert **** Solutions would have failed the inspection.  There was no documentation of Expert **** Solutions failing gas inspection. Expert **** Solutions will take zero responsibility as they had not touch any gas lines since the end of November 2021 and now this issue has come present in early 2023.  Furnace Efficiency/Thermostat wiring - The furnace was installed and operating as a two-stage gas furnace at time of completion of furnace install.  The other technician from the unknown service company believes that the thermostat should control when furnace goes from low fire to high fire.  Expert **** Solutions believes that the furnace should be in control of the low to high fire as this is the heating source and the algorithm from the furnace should be in control of how efficient the furnace operates.  This is a matter of personal opinion, both methods are acceptable practices, we believe letting the furnace be in control is a more efficient method.   If the unknown technician doesn't know ******* furnaces he might have unknowingly wired the furnace improperly.

   

  Customer response

  17/03/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  Natural gas leaks were identified inside the furnace and the connections between the gas lines and the furnace itself were so loose that they could be hand tightened. This is well within the 2ft of the furnace and the working area of expert ****. In addition, the line connection to the hot water tank (also installed by expert ****) was so loose it could be hand tightened. The gas leaks were identified by the technician using his sensor and shown to me. His sensor was setting off alarms in multiple locations. If the smell of natural gas in the room was expert ***** benchmark for determining the presence of a leak, I can now understand why they were present to begin with. 
  

  The technician who provided the services is highly experienced and can provide further details of his concerning findings. I have asked if he would provide a formal report summarizing his concerns and the work required to fix it. He had worked with ******* furnaces and will verify what expert **** shared regarding the wiring of high and low fan functions. 

  Sincerely,
  
  *********************************

  

  Business response

  05/04/2023

  The two pictures that the customer attached are gas unions that were never touched by **.  This job was done 1 years ago, and we were back a couple times regarding minor issues and then to fire the air conditioner, and never was there a mention about the furnace not working properly or a concern about a gas leak.  Our guys are very good about testing connections and making sure everything is good.  The system was still under full labour warranty, so we would have come out for no cost if there was a concern.

  I will not pay the bill for someone else when there is no evidence that we did anything wrong, and we were never given an opportunity to rectify any issues. 

  Customer response

  05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩