Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a 4-ton Carrier/****** Split System from Chace to replace our old 4-ton unit. However, 11 months later, after significant water damage was discovered to our sons room due to a leak from the attic-installed air handler, we discovered multiple installation issues. Chace not only installed the system incorrectly but also installed a 5-ton air handler instead of the 4-ton unit listed on our invoice. This oversized air handler is incompatible with our homes ductwork, resulting in excess water buildup and continuous leaking into our home, making our sons bedroom uninhabitable.We reported the issue to Chace on September 22, 2024, within the first year of warranty. A technician was dispatched, who informed us that our ductwork was insufficient to handle the larger air handler and that we needed to ductwork. Despite our attempts to resolve this with Chace, each subsequent technician visit ended with the same assessmentthat our current ductwork could not support the installed air handler. Chace has since refused to respond or address the ********* further evaluate the problem, we hired three additional companies. All confirmed that the system is oversized for our home, inconsistent with the equipment quoted and invoiced by Chace. Each company identified additional issues, including an incorrectly sized emergency pan and inadequate insulation around the air handler. We have already incurred $2,000 in expenses to address some of these installation errors, yet the only viable solutions are either upgrading the ductwork at a cost of $7,100 to $11,700 or replacing the air handler with the correctly sized 4-ton ******* resolve this matter fairly, we are requesting:Installation of the correct 4-ton air handler that was actually listed on the invoice, agreed upon, and purchased Remediation for the extensive water damage, including drywall, insulation, painting, and mold removal Refunds for service fees that should have been covered under warranty

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 2024 my ** stopped working apparently for no reason. I called ChaceJoseph**.com, and after a 02:30hs delay from the promised time, the technician arrived at home, opened the main machine and in a click he turned the ** back ON. No parts were replaced at all. Technician went out. Half hour later I received the invoice charging me on top of the visit fee and "diagnosis" fee, a $128 for a fuse that was not replaced .Few days later called Chace and questioned about the fuse charge, asked where is the replaced fuse that I never saw. His answer ? "We only give the old one if requested". After some other few days, he left a message threatening me if I don't pay the full invoice he would place a lien on my home and take me to court.Sadly he lost a client and hopefully others that I would NOT recommend at all. Take care with this company.

  Business response

  07/26/2024

  The customer was not happy with pricing, however when we arrived the unit wasn't working. We replaced the fuse and got it to work by the time we left. There were no reported issues afterward.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Needed to replace an old ** unit in my house ASAP. Used the Better Business Bureau site and selected the company that had high ratings and no logged/registered complaints - Chace Joseph **. The new unit was installed back in April 2021. We paid the maintenance fee as per agreement. Detected excessive noise from the ** and placed a call to a company on November 9th. Chace came in during the day, diagnosed the issue immediately as "noise coming from the compressor". Applied compressor sleeve and charged us $300 for the diagnosis, part and labor. The issue remained. On November 22nd, we noticed water draining /streaming down the wall in the inside A.C. unit. The urgent call was placed, but Chace was only able to addrestoit Monday, November 28th. Till then we had to use towels that we changed as they soaked every few hours throughout the day. Chace took NO time to assess the warped soaked wall and immediately diagnosed this as " clogging" of the pipe, attached vacuum to the pipe outside and proceeded to clean the clog. He acted annoyed and irritated by any questions and dismissed all concerns by saying that he knows what he is doing. Even though initially he stated that we will not be charged for this job, he proceeded to write the invoice for $230 dollars and left, slamming the door and refusing to answer any questions about ruling out any other possibilities for water streaming down the wall on the left side of the unit. Next morning, the water flooded the floor in the ** unit and was streaming down the wall continuously. Chace did not return any calls and advised his secretary to give us a message that he is unavailable. Left without any support, we had to place an urgent service call to ****************** conditioning. The repair person showed up shortly and spent few hours diagnosing multiple issues, starting with numerous errors in the unit set up (including the fan speed set up at highest point that was NOT recommended by a manufacturer) tilted condensation container, contaminated coils, wrongly attached UV light, the list goes on. The ******* repair person stayed to fix the immediate issues to stop the water flooding. He returned the next day to disassemble the unit and make multiple repairs/reset the settings and adjust the tilted angle of the condenser tray.

  Business response

  01/13/2023

  This response was taken verbally by BBB:

  The unit was installed in April 2021. A permit was pulled and it passed inspection. Since the unit was installed, the customer had construction work done on their home and was out of the country for over 6 months. It is impossible to determine what occured during this time and what, if any, maintenance was performed. We came out and diagnosed an issue with the unit over a year after it was installed. This issue was not covered under warranty and was a customer pay item. The last time we were out, I advised the customer that the existing drain line that was installed when the building was built was bad and needed to be replaced. We do not replace line sets or drain lines when new units are installed. This is additional work at additonal cost if and when it is needed.

*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. ↩