Complaints

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/9/23, I requested service for a broken heat furnace that is in a new two year old home. **** came to our home that day and after about an hour said a part from furnace and also the thermostat needed to be replaced . He advised not to use the furnace, the furnace part was under warranty and he would get it ordered. Sometime in the next two weeks, **** had called me and said the part that they received was wrong. On 1/26/23, I sent a text to **** asking him what is the problem with the part. He replied back saying he had talked to the supply house and the manufacturer and they were waiting on the part. On 1/27/23, I called the manufacturer and they stated that if the part was not sent within 10 days of ordering the part, **** could have requested a new furnace unit as it was still under warranty. On 1/27/23 I sent **** a text giving him this information. On 1/30/23 I sent a text and asked **** if he had read my text. On 1/31/23 **** sent me a text saying if I needed to get a hold of him I must now call the office phone.Around the first of February, I called the office and talked to ****. I asked if any updates on my part were known since it was going on a full month without a furnace. He said I think it is on back order. I asked if he had checked the tracking number and if it was on back order why was a new unit not requested. He stated we have done all we can do, They had not installed my furnace and he would not stay on the phone trying to chase down the part or anything else. On 2/7/23 I go to the store and **** says what do you want me to do, I cant do anymore. I say you could show some respect and kept me updated. I tell him to cancel the order I will go somewhere else. One hour later, **** leaves a message on my phone that the part will be there on 2/9/23 and he would send out **** that day to install it. On 2/8/23 , *********************** comes and troubleshoots the furnace. He states a whole different problem with the furnace, The furnace could be used.

  Business response

  02/10/2023

  ************** did go to the complainants home and after a professional inspection of the heating system, did in fact diagnose two issues with the furnace. He deemed that both the control board and the thermostat needed to be replaced. After talking with the complainant, he returned to the office to place the order for the necessary parts. At that time, January 9, 2023, our supplier did inform the technician that the control board was not in stock and would have to be ordered directly from the manufacturer and due to the high demand for this particular model number it could be as long as 6 to 12 months before we receive it. The tech then immediately contacted the customer and proceeded to try some other suppliers to no avail. 3 days later, the complainants wife stopped in to check the status even though they were told the part was on backorder from the factory. The office did again inform them the part was backordered from the factory. We also told her that as soon as we received the part we would prioritize them for scheduling to get the issues resolved. On January 16th, 4 days after Mrs. *** came in, Mr. *** came to the office to inform us he spoke with the manufacturer and was told they would warranty the entire furnace since the part was not available. The technician called both the supplier and the manufacturer to verify this and was told that was not the case, the manufacturer would not warranty the entire unit, only the control board and their warranty would not cover the labor to install it. 4 days later on the 20th of January we received the wrong control board, and we called the customer to let them know this. My very frustrated technician immediately called the supplier stating the issue with the incorrect part and verified again the correct part number and asked for the tracking information. He also called the manufacturer who stated they were expediting the correct control board. One week later, on the 27th of January when we still had not heard from or received anything from the supplier or the manufacturer the technician called again but was unable to get any shipping information for the part. On January 31st we finally received the tracking number and informed the customer of the expected delivery date. The customer was understandably upset but we did apologize and explain that this part of the process was completely out of our control and the minute we received the part we would call to schedule the technician to immediately complete the repair. The control board arrived February 8th and as promised we immediately called the customer to state we would have the technician there within the hour to complete the repair.The customer did not answer, and we left a message. I tried again 2 hours later to contact the customer, again the customer did not answer. We did our due diligence and we did keep the customer informed every step of the way through this process. We understand his frustration, and after discovering that the customer had another company come out and give a separate diagnosis, I asked my technician about it. My technician explained there is a bad relay in the control board and that it might work for a while but it will stop working again very soon. We followed our company policy of staying in contact with the customer and informing them anytime we had any new information. We stand behind our technicians diagnosis and plan for resolving the problem. The time it took to get the part is and always has been out of our control. We will not make any revisions to the billing on this customers account. The billing stands as it is as we performed the diagnostic he paid for. We wish him and his wife the best of luck in all future endeavors.

  Customer response

  02/10/2023

   
  Complaint: 19374984
  
  I am rejecting this response because:Just spoke to the manufacturer (*******) on 2/10/23. Again was told if they could not provide a part within 10 days, They would replace unit. The idea they would make a customer wait 6 to 12 months is stupid and not true . I am not asking for a full refund but a fair refund. this company did not by any means try to solve this in my opinion. Doing without heat in MT for 30 days is just not right.
  
  Sincerely,
  
  **************

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Earlier this year our heat pump quit working, we had Comfort Solutions come and check the problem. They said the coil has holes in it. I informed them the unit was under warranty. They said they would check on the warranty status. They said that the warranty would not cover that, but tried to charge us a hundred dollars for a warranty fee (apparently they charge to call about the warranty. They told my wife that they could put a sealant in it, they did that and charged us a thousand dollars ... A couple of months later the unit failed again. They came back and then said the coil had a hole in it too big to seal. They contact the manufacturer and this time it is covered by the warranty for the SAME problem. We wait six months for the new coil. They show up and its the wrong coil. We wait another two months for the right coil. They proceed to install the right coil then they have to go to Norco because the part is rusted, something they should have known before coming to our home. Also they had to leave during install to inspect a damaged product at their work place, undoubtedly those trips were charged to our labor cost. That cost us just under four thousand dollars. A couple of months later the unit quit again. I called them, they said they would call me back with a schedule when a tech could come out. They never called back and when I try to call them, they never answer the phone. I leave a message and still no call back. My wife called and was informed that many people had no heat and were priority, however they have still never contacted us.

  Business response

  01/02/2023

  The Kautzmans did contact us to look at their heat pump system initially in March of 2022. We were not the company who installed this system but have many years of experience and training on systems like this. The first time on site, our lead tech discovered oil under the unit indicative of a leak and when tested the system tripped the low-pressure switch. Explained the options moving forward to the customer who decided to try to repair the issue and so on the next visit after shutting down the system ************** charged it to factory specifications and added the Leak Armour per the customers decision.The technician verified the system was operating safely and properly. Two months later we were called out again where the technician determined the condenser coil needed to be replaced. Upon return to the office the technician contacted the dealer and spoke at length with their warranty department. After much discussion it was determined that the dealer would cover the replacement coil but not the refrigerant or the labor. With the customers permission we ordered the coil and charged the customer the standard fee for the technicians time spent with the warranty department. This is a standard charge covering the cost of paying the technician as he was working on the customers job. The correct coil needed to be ordered directly from the factory and took a lot longer to get here as the nation-wide manufacturing times are exponentially longer than they used to be. After 2 months of waiting the coil arrived and when the technician went to install it, he discovered the wrong coil had been sent. This was an error by the distributor and out of our control. There was another wait of 6 weeks for the correct coil to arrive and immediately upon arrival, we prioritized this customer over other customers to resolve this issue as quickly as possible. The technicians were treated poorly by the customers wife who was disparaging with her remarks,talking condescendingly, and patronizing the technicians while they were working on installing the coil. When the technicians left the customers home all operations were working safely and properly. Our company has tried to resolve the customer's issue with their system ethically and professionally, but we do not have to take verbal abuse from customers, and we will not tolerate our technicians being treated so rudely when we are trying to resolve their HVAC issues. If the customer is so dissatisfied with our efforts, then they are most welcome to contact another HVAC company in the service area.

  Customer response

  01/17/2023

  Our heat pump is still not currently working forcing us to use our alternate heat source (expensive) we contacted them after we contacted the BBB and they informed us that since we contacted the BBB  to contact someone else to fix our heat pump.  We have spent over ******* with their company and our heat pump still does not function. What they said about my wife being rude is an outright lie but even if that was true, they could ask that she not be present to come fix our problem. Before we contacted the BBB we repeatedly called them, they didn't answer our calls or return them during the whole process. My wife does have an email trail since most communication wasn't over the phone, so if those are needed we could provide. We gave them ample opportunity to respond to repair and have been more than patient with them. We are by no means satisfied with having our heat pump not be funtional and giving them over ******* to get the run around. 

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a 10 year old Rinnai Tankless Hot Water Heater. According to Rinnai customer service it is still under warranty. The technician came to look at the heater as we are experiencing moments of pure cold water in the middle of showers or washing dishes. This only lasts for 2-5 minutes and resolves. Before the technician even got downstairs to look at the unit he was already telling me it probably had to be replaced. * never received receipt of payment * technician never evaluated my unit fully, he just pulled the fan.* technician told me what was wrong BEFORE ever seeing the unit.* technician said the fan "could maybe" be the problem, or the heat exchanger. He didn't have parts or tools to evaluate the heat exchanger.* technician told me the gasket parts were very hard to get from Rinnai. (not true) * technician didn't back out of the unit correctly or check proper operation of the unit after he was in the panel, which is standard practice for any maintenance.* ********** didn't care that my unit was not working due to the technician's ineptitude, and there was no offer to try to at least get some telephone help. * The technician told me the gasket parts were very hard to get from Rinnai. (not true)* After tech left, our unit was not working AT ALL. He had left wires unconnected in the panel.* The secretary who told me when I called about the unit not working after tech "worked" on it said she was "NOT a technician" and couldn't help me. That didn't stop her from telling me all about how it's better to "replace the whole unit than just keep changing parts." * There was no attempt made to get me in touch with customer service in order to discuss my concerns and a refund as requested.* Owner never returned my phone call. Receptionist called instead, refused refund (did say they would drop the extra half hour of labor he charged us.

  Business response

  10/07/2022

  As a professional HVAC company, we encourage units that are 7 years old or olderd with no verifiable maintenance history to be replaced rather than repaired. Any equipment 10 years old or older with no verifiable maintenance history is very strongly recommended to be replaced. After speaking with a ****** Technical Professional, the heat exchanger for the unit with serial number ******************* has been discontinued and cannot be ordered. Therefore, the technical professional from ****** stated that if in fact the unit was properly maintained, then they would give the customer around $150.00 for credit towards a new replacement unit. ********************** told both my technician onsite, *********************, and my office manager, *********************************** that at one time they did perform a flush on this system, but they had never gotten a yearly maintenance service performed on it. According to the ****** owner's manual for this type of unit, it states the Limited Warranty does NOT cover any failures or operating difficulties due to improper maintenance or lack thereof. The ****** technical professional that our company has been in contact with's name is ******************************* and his email address is ********************* We did offer 2 different options for the customer to choose from that would resolve her issue. We, as a professional HVAC company did our due diligence, we researched the warranty issue finding that without proper verifiable maintenance history this would not be covered under the ****** limited warranty. We did offer the customer multiple options to resolve the problem. We maintained contact with the customer through our office personnel and did everything we could given the situation. We are sorry for the customer's frustration and wish it wasn't so. However, it doesnt change our stance on this situation.

  Customer response

  10/14/2022

   
  Complaint: 18155973
  
  I am rejecting this response because: When the technician suggested my unit be replaced BEFORE HE EVER LOOKED AT IT, he had no way of knowing whether we had yearly maintenance on the unit or not. My complaint is not with warranty or Rinnai. 

  Problem #1:L My complaint is that the technician came, removed a fan (which he said he would do because "they are usually all gunked up and that could cause this problem" ) which took all of 2 minutes. Told me the fan was "going bad", even though it was sparkling clean (one dead fly) and spun effortlessly. He then told me that my heat exchanger was most likely "full of debris" but he couldn't look at that without the gasket kit. He came to fix my unit, the second thing he said could be wrong with it (besides REPLACING it) required a gasket kit  and he didn't even have the tools/parts to check the problem out. He told me it was "a very common problem", but did not come with the tools to evaluate it. If it is a common problem wouldn't most repair shops make sure they carry the parts needed to evaluate that problem?

  So problem #1: Technician did not have the equipment or parts to evaluate a common problem, making a possible expensive return trip required to troubleshoot my unit. Technician told me a part was "going bad" although there was no debris, no bearing noise and it spun effortlessly.

  Problem #2: The technician did NOT check out the unit was operable after he put the fan back in. He never ran the unit to ensure after he was in the panel that it all was still working. He DID leave wires disconnected, so when we needed hot water an hour or so later we had NONE. I am being asked to PAY a service fee for something he not only failed to identify as the problem because he didn't have the gasket needed to open the heat exchanger, he also MADE MY UNIT INOPERABLE and left my family with NO HOT WATER for the entire evening and morning.

  So: Problem #2: Technician left my unit not working, when it was working when he arrived. The company made no effort to contract him or have him call me that day in order to try to fix the problem he caused. WHY should I be asked to pay for a service call which left my unit not working?

  Problem #3: Technician told me the gasket kit needed to seal the heat exchanger unit once he opened it was "not easy to obtain, those are old parts and hard to come by". When I spoke with Rinni parts department, they assured me there was no shortage for parts for my unit, and they had "plenty" of the gasket kits needed to seal the heat exchanger on my unit. "All your repairman needs to do is call with the part number" was what I was told.

  So: Problem #3: Technician lied to me about availability of parts when I questioned why he didn't have a gasket kit with him on his truck when he said that a dirty heat exchanger was the second most common reason for the problem we were experiencing with our unit. 

  I was charged $229.00 for the technician to come to my house, tell me my unit needed replacing before he even looked at it, he told me the fan was going bad when there is absolutely nothing wrong with the fan, he was unable to perform a thorough evaluation of my unit because he did not have the needed gasket with him, he lied about the availability of the gasket kit, he left wires DISCONNECTED so my family had to live without hot water and he never got back to me with prices for the supposed bad fan or the gasket kit. (The receptionist called with only the quote for a new unit.)

  This wasn't a "service" call, it was a ruse to get us to buy a new unit.The only troubleshooting he did was to pull the fan and then he didn't reinstall it correctly.

  WHY should I be paying for such incompetent and untruthful "service"? 

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

  Business response

  10/25/2022

  Hello:

  Our response is simply this: per the owner of this company's instruction, I have issued a full refund to the customer's credit card that was used to pay the initial dispatch fee. Dependent on the customer's credit card company, the refund should take 3-5 business days to show on the customer's account. I processed the refund yesterday, 10/24/22 midafternoon. Since it was after 2 pm, it might take an extra day. Comfort Solutions, **** stands behind our work and that of our technicians'. We did our due diligence and we spoke with Rinnai technical support giving them the information the customer gave to us. It does not behoove us to be dishonest or even less than forthcoming in the information we provide as a professional long-standing HVAC company. Had the customer maintained the equipment per Rinnai tech recommendations, the unit might have been covered under warranty. Moving forward we hope the customer now knows that it is imperative to maintain their home comfort equipment on a yearly basis to ensure the maximum life and operation of the equipment. We sincerely wish the customer the best of health and happiness in her life moving forward.

  Customer response

  10/27/2022

   
  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. I stand behind my complaint but appreciate the refund. 
  
  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. ↩