Complaints

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DUCTWORKS BBB COMPLAINT On June 12, 2023, I signed a 1 Year GLD-100 Gold Membership Service Agreement with DUCTWORKS HVAC Services. Description of Work Performed gold maintenance in order to take a better look at the system. 10 point safety inspection, changed 16x25x1 filter, changed general aire pad. Cleared humidifier, ac drain and heat drain. Tested pump function. Verified thermostat function and zone operation, cleaned flame sensor, ran combustion efficiency. Burning at 90% with a ppm of 16. Tested refrigerant pressure with no indication of refrigerant loss. Tested electrical components and washed coils. Capacitor is reading 43/3 on a 45/5, we would usually recommend replacing the starting components at this age. Anywhere from 5-7 years. Measured delta t of 21 degrees. Green liquid from refrigerant hoses indicates that sealant was previously added. From everything I saw the system was running properly. I would say that water accumulation is from clogged drains for the AC and the humidifier since this occurred in the winter as well and evidence of water stains on the humidifier and return work. On May 30, 2024, I requested that DUCTWORKS HVAC Perform the agreed to Maintenance on our HVAC System. During this time the following work was done: The Day After the work had been completed, we discovered that the 2nd Floor Bedroom Areas were not cooling sufficiently. We were unable to call DUCTWORKS HVAC immediately as we were leaving for a Long-Planned Vacation. On June 20, 2024, DUCTWORKS HVAC sent out a New Technician. I spoke to Service Manager - Denis and explained what I believed the issue to be and that I wanted the System “TESTED AGAIN” for NO CHARGE! Dennis responded that they DO NOT DO FOLLOW-UP SERVICE CALLS OR RE-TEST SYSTEMS FOR FREE. I ACCUSED DENNIS OF NOT PROVIDING GOOD CUSTOMER SERVICE, NOT HONORING THEIR SERVICE CONTRACT AND STEALING MONEY FOR FREE.

  Business response

  06/24/2024

  Ductworks was called out to customer on 5/30/2024 to complete maintenance that was part of the 1 year gold membership. Technician completed maintenance and recorded the following "Performed gold maintenance tune up,  cleaned condenser, hosed off coil, tested pressures and temperatures, found system a little low on charge, system sat at high 80s low 90s for pressure with a coil temp in the 20s advised customer to recharge system with r410a to remove the risk of a frozen coil in the summer months. Recharged system to factory specs at this time all systems working properly,   Cleaned furnace, cleaned flame sensor, inspected electrical and blower wheel, changed filter and humidifier pad, cycled zones and ran a combustion efficiency test." Technician quoted customer upfront the option to add sealant as well as the cost of the refrigerant. Customer accepted refrigerant but declined the sealant. Called us back out on 6/20/24 - our technician found that the system was low again on refrigerant indicating that there is a leak in the system. We quoted him again the sealant and another refrigerant recharge. According to our Gold service contract the customer is due annual maintenance, no dispatch charge during regular hours and a 10% discount on services. Customer was unhappy and extremely aggressive with our service technician and insisted we provide all of our services free of charge. Customer spoke with our service manager on the phone while our technician was at the home. Customer again said he was not willing to pay for any more repairs so we advised our technician to leave since the customer was quite upset. Ductworks prides ourselves in good customer service and our willingness to work with our customers. Ductworks did not charge the customer to come out on 6/20/24 and re-test the refrigerant levels on his system. 

  Customer response

  06/25/2024

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

  Ductworks HVAC Needs to Read their own Service Notes.

  There never was Any Discussion or ANY Recommendation to Add Sealant by Tim - Ductworks Technician who originally performed the HVAC Service on May 30, 2024. This is Not in the Service Notes for May 30, 2024. The Only time there was a discussion of "Possibly Needing Sealant" was made by Jimmy - The Ductworks Technician who came out on June 20, 2024. There was no confirmed diagnosis during the Subsequent Call on June 20, 2024 because Ductworks Failed to Diagnose the System problems properly during their initial visit on May 30, 2024 and they Refused to RE-TEST the HVAC System Free of Charge as originally requested on June 20, 2024.

  (PLEASE SEE ATTACHED DOCUMENTATION)

  Furthermore: A Second HVAC Company, *** ***** ***, Inc Service America was called to our home on an Emergency "Overtime Call" on Saturday, June 22, 2024,  and found that the AC System had Failed due to being "Overcharged with Refrigerant." **** ***** needed to Adjust the Refrigerant Level in order to allow the AC System to function Normally.

  (PLEASE SEE ATTACHED DOCUMENTATION)

  The Service Charges for the "Overtime Visit" by **** ***** to Correct the Improper Diagnosis of DUCTWORKS HVAC is $285.55.

  This will be added to my original Claim of $971.00 Requested as a Refund for a Total of $1256.55 in Repair Damages.

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

  Business response

  06/27/2024

  After further review of the service contracts provided by the customer in this complaint: Ductworks noticed that on 6/12/23 when the customer signed up for the Gold maintenance plan our technician performed the 1x a year tune up that comes with plan. When we went out on 5/30/24 customer received another tune up which technically should have be charged for (since they already received the 1 tune up that came with the plan); to say we didn't honor our service contract is false. Our service contract does not state we need to provide services at no charge. The bill of $576.08 charged on 5/30/24 to add refrigerant was approved by the customer. On 6/20/24 when our technician went back out to customer's house he put his gauges on the system and determined it was low again on refrigerant. Ductworks cannot speak for and/or be held responsible for the findings of another company or that the customer chose to have a different company out after hours for "overtime rates". Ductworks prides itself on quality customer service and we feel we have done our best to provide good service and honor our service contract with this customer.  

  Customer response

  07/03/2024

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

  DUCTWORKS HVAC IS NOT HONORING THEIR OWN SERVICE AGREEMENT WHICH PROVIDES FOR 1 MAINTENANCE CALL PER YEAR "FREE OF CHARGE" FOR THEIR "GOLD MEMBERSHIP" PARTICIPANTS. (PLEASE SEE ATTACHED DOCUMENTATION).

  0N 06/20/204, DUCTWORKS HVAC FAILED TO HONOR THEIR WARRANTY ON ALL WORK PERFORMED WHEN THEY REFUSED TO RE-TEST MY HVAC "FREE OF CHARGE" AFTER MISDIAGNOSING MY HVAC SYSTEM ON 05/30/2024 AND OVER INJECTING FREON INTO THE SYSTEM CAUSING IT TO NOT FUNCTION PROPERLY. (PLEASE SEE ATTACHED DOCUMENTATION).

  ON 06/22/2024 I HAD TO CALL A SECOND HVAC TECHNICIAN TO CORRECT THE EXCESSIVE FREON ADDED BY DUCTWORKS HVAC ON 05/30/2024.

  I AM DEMANDING A FULL REFUND OF $1257.00 FOR TOTAL EXPENSES PAID BY ME TO DUCTWORKS AND A SECOND HVAC TECHNICIAN DUE TO DUCTWORKS MISDIAGNOSES ON 05/30/2024 OF MY HVAC SERVICE ISSUES AND REQUEST TO RE-TEST THE FAILED SYSTEM PER THEIR SERVICE WARRANTY ON 06/20/2024, WHICH THEY ULTIMATELY DID NOT HONOR.

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

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business installed a boiler and cooling system in my home a few months ago. The city building inspector came to my home and issued me a notice because something this company did was incorrect. I have contacted this business three times in regards to the violation in an attempt to rectify the violation, but they have failed to respond to me and the sales manager blocked me from calling him. I just want this situation rectified please!

  Business response

  08/08/2023

  This inspection issue was taken care of on 7/17/2023. It looks like the customer had an inspection done on 6/20/2023.. all of our calls into the office are recorded and there is not one recorded call of customer reaching out to the office after 10/2022. The letter states she reached out to the sales representative but best practice is to reach out to the office. Customer had a friend call into the office for her on 7/12 and this was the first we had heard of there being an issue. Therefore we went out and fixed the inspection issue on 7/17. Overall the problem was taken care of less than a month from the date of inspection which is very good considering June and July are our busiest months. 

  Customer response

  08/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: they are LYING! I have called several times and I don't know what so called friend I had call in to them or why I would need a FRIEND to contact them! Do NOT tell no LIE on me please.
  
  Sincerely,
  
  ******* ****

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