Complaints

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/27/20 my husband, ***, and I purchased a heat pump and coil for $4,902. from Sure Temp. This was to replace our older A/C unit. This unit has not worked properly since it was installed. We were told by the gentleman that cleans our furnace that the vent covers/registers are not the reason for the air flow problem, which Sure Temp is alleging. We have taken this long to get another opinion due to COVID. It was impossible to get anyone to come test the unit. We have reached out to Sure Temp many times, and have not received any resolve. We have, however, received an additional bill for $1,101. Since the new unit was installed our home is always damp (I buy Damp Rid packets monthly), our electric bill has increased due to the constant run time, and we are anxious waiting to see when Sure Temp will sue us for the amount on the invoice. We were also told that the heat pump will heat down to zero (It actually says that on one of the attachments). Then, when it was running constantly, we were told that it is only efficient to heat down to thirty degrees. Please see the attachments, which will give you an idea of the journey that we have been on. We recently had the unit tested, and the findings are also attached (we would prefer to keep their name out of this issue). Our understanding is that we either need a larger furnace or a smaller Heat Pump. Either way, that is another $5,000. plus the $300. that we paid to have the unit tested by the second company. We considered taking Sure Temp to Small Claims Court, but again COVID has made that difficult to even get a lawyer in our area to return your call. As far as a resolution, the only thing that we can think of is to have them come remove the whole system and refund our money. If someone has a better resolution, we are open to that. I am not sure where to go from here. Thank you in advance for any assistance that you may be able to provide.

  Business response

  08/18/2022

  On 10/27/20 my husband, ***, and I purchased a heat pump and coil for $4,902. from Sure Temp. This was to replace our older A/C unit. This unit has not worked properly since it was installed. This is an OPINION of the owner.  We were told by the gentleman that cleans our furnace that the vent covers/registers are not the reason for the air flow problem, which Sure Temp is alleging.

  When we were there and discovered the decorative diffusers, Mr. *** ******* witnessed the significant difference in the performance.  We do not know the name of the Furnace Cleaning Gentleman so cannot establish and credibility to his statement.   Did he measure the air flow?  We have taken this long to get another opinion due to COVID. It was impossible to get anyone to come test the unit. We have reached out to Sure Temp many times, and have not received any resolve. I disagree.    We have been there numerous times and also took the manufacturers representative with us to review the system operation.   We measured the system refrigerant charge, the delta T across the coil and the overall performance of the unit.    No problems were found.    However, we did change out the furnace blower motor as the manufacturer mandates a higher horsepower motor if AC is added to it.  The furnace was not replaced as a part of our contract and we therefore charged them for the motor replacement.  We have, however, received an additional bill for $1,101. Since the new unit was installed our home is always damp (I buy Damp Rid packets monthly), our electric bill has increased due to the constant run time, and we are anxious waiting to see when Sure Temp will sue us for the amount on the invoice.

  The statement that “our house is damp” is a feeling.   In order for it to be an issue there would have to be documentation via an instrument capable of reading the Relative Humidity or Grains of Moisture per pound of dry air.  It would also have to be able to record that data over a given week or decent time time period.   We were also told that the heat pump will heat down to zero (It actually says that on one of the attachments). Then, when it was running constantly, we were told that it is only efficient to heat down to thirty degrees. Please see the attachments, which will give you an idea of the journey that we have been on.   Both statement are accurate.  The heat pump will run and heat down to very low temps but the efficiency drops off as the outdoor temp goes down.   The heat pump should run in shoulder seasons (spring and fall) and then revert to the furnace for the heat during the winter months. We recently had the unit tested, and the findings are also attached (we would prefer to keep their name out of this issue).

  In order to comment we need to know the identity and capability of the agent they used as well as any results in order to make any comments.  Based upon our visits and observations and testing, the unit runs fine.   Our understanding is that we either need a larger furnace or a smaller Heat Pump. Either way, that is another $5,000. plus the $300. that we paid to have the unit tested by the second company.

  We had nothing to do with the furnace.   It was existing.  We are not aware of any heating deficiencies of the furnace.  To make any comments about a new furnace or heat pump, we want identity of testing agent (credentials) and their findings.  At this point, we won’t comment    .

  We considered taking Sure Temp to Small Claims Court, but again COVID has made that difficult to even get a lawyer in our area to return your call.    As far as a resolution, the only thing that we can think of is to have them come remove the whole system and refund our money. If someone has a better resolution, we are open to that. I am not sure where to go from here. Thank you in advance for any assistance that you may be able to provide.

  We don’t see any resolve to the matters at hand and contend that our unit is running as it  was designed and intended.  Obviously, the customer doesn’t share those sentiments.   Therefore, we offer, without admitting any guilt, and to resolve the matter at hand, to remove the unit including the coil, tubing, the outdoor unit and any other items we provided at our convenience within two weeks.  We will credit the amount of the contract for the initial installation.   We will hold the invoice for the blower motor installation as due and payable.  We will ask that the customer vow to refrain from any conversation about our relationship (Good or Bad) as it could be considered slanderous.   

  As a legal matter, it was Mr. ****** ******* that signed the agreement with Sure Temp.  Ms. ****** ***** has been corresponding and perhaps without legal rights.  We send all of the above assuming that they are Mr. ******** desires and acceptance.  We will need acknowledgement that Mr. ******* agrees to the proposed resolution and or that Ms. Thorn is legally able to act on his behalf.  

  Customer response

  08/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Please see attachment for Sure Temp Response.  Below is my response to their offer.

  Let us start by reiterating that we are not HVAC experts.  This is why we hired Sure Temp.  All we KNOW for sure is that our A/C unit froze up every time it got hot outside, and that the heat pump did not heat effectively below thirty degrees.  This is not our OPINION, this is what we know since having the unit installed.  We are not expecting any more than anyone who purchases a heat pump system would expect.  We were led to believe that we were purchasing a unit which would do both of these things. 
  The allegation that “Mr. ******* witnessed the better airflow after the decorative diffusers were removed” is accurate.  We have since learned that ANY diffuser cuts down on air flow slightly, but not enough to make the system freeze up.  May I remind you that I purchased the diffusers prior to your installation (and that they never caused a problem with the old A/C).  I would also like to add, while we were waiting to get a second opinion, we removed ALL of the diffusers in the house.  The unit still froze up.
  As far as having nothing to do with the furnace:  When we were sold a heat pump, we assumed that the HVAC company would know what size to install.  We do not believe that expectation is unreasonable.  Our furnace was rated for a two-ton unit and Sure Temp installed a two-and-a-half-ton unit.  Let me state again that you are the HVAC experts, and that is why we hired you.
  We do not choose to disclose the company that we are now dealing with, as there is no reason to do so.  We have checked their credentials and witnessed them perform air flow tests.  We cannot tell you what their readings were, but we can verify that they have fixed the issue.  They A/C part of the unit is working beautifully…with the decorative diffusers in place.  As for the heating part of the unit, we are being told that it will work more efficiently now that the airflow is at the correct level.  We, also, no longer have any moisture issues. 
  In conclusion, after careful consideration, we respectfully decline your offer to remove the unit.  We feel that we have come up with a “better resolution” for both parties.  If Sure Temp agrees to consider our account paid in full (blower mower that did not solve the problem $1,101.05), and to reimburse us for our second opinion ($302.40), we will agree to disagree about this heat pump. We are all eager to put this issue behind us.   
  As far as the legal matter of Mr. ****** ******* signing the agreement, we both have read and agree with all correspondence regarding this process. 
  
  
  
  Regards,
  
  ****** *******
  
  
  
  

  
  

*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. ↩