Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They installed a faulty AC unit which in email agreed to reimburse a new ********** to fix the issue. Explained I wasnt first ******** that has had issues and the techs have since been fired. The faulty unit caused condensation which clogged a drain in my interior wall and flooded my house. I, my insurance agent and contractor have reached out to the company with no response. They have pictures and have acknowledged they did wrong

  

  Business response

  12/12/2024

  Thank you for the opportunity to address this matter. We are currently in communication with the customers insurance agent and will be providing them with all relevant service history today for their review.

  
  The last service call scheduled for this customer could not be completed as we were unable to reach her due to an incorrect contact number in our system. Instead of contacting us back, the customer reached out to two other companies for assistance. We were informed that, during the initial installation, a panel on the furnace was inadvertently left off, which caused the system to run excessively. Subsequently, the customer experienced an issue with a hub drain becoming clogged. However, a hub drain is a plumbing issue, which is outside the scope of **** work and the responsibility of the homeowner.

  
  In terms of the **** installation, we have made it clear that we are willing to cover the cost of repairs if any errors were made during installation. However, we have been denied access to the home, and two other contractors have since been allowed to perform additional work. As a result, we are unable to determine what work was completed correctly or incorrectly. Despite our repeated offers to address any installation-related concerns, the customer has refused us entry into the home and has stated that we are not permitted to inspect or make corrections.

  
  At this point, we will continue to work directly with the insurance agent to move the process forward, as the customer has declined further communication with us. We remain committed to resolving any legitimate concerns through the insurance process and aim for a fair resolution moving forward.

  Customer response

  12/12/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22666535

  I am rejecting this response because 

  I have also forwarded all emails to my insurance company between us as well   I myself have sent emails to you with no response  your emails plainly state once you saw videos and pictures that you were sorry for the faulty installation and were willing to pay another company to fix what you installed wrong   ************ has not contacted me nor responded 

  Regards,

  ******* ****

  

  Business response

  12/13/2024

  We acknowledge that the panel being left off and the wiring issue that affected the proper functioning of your equipment are the areas we are liable for, and we are fully committed to covering the cost of these repairs. However, due to the ongoing situation and the scope of responsibility being discussed, we are unable to address any further concerns until this matter is fully clarified through the insurance company.
  Moving forward, we will be communicating directly with your insurance company to resolve this issue. As we have explained, we are not able to engage in direct communication with you at this time, but we remain dedicated to working through the appropriate channels to reach a fair and thorough resolution.
  Thank you for your understanding.

  Customer response

  12/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22666535

  I am rejecting this response because:

  Unacceptable  as if unit were registered the company would have had a correct telephone number to contact me. 

  Regards,

  ******* ****

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a brand new HVAC system installed in July. Spend $7,7599. The salesman, ****, was very nice and explained the process. But when they came to install my unit, I was told that they would have to come back with a different heating pump, because they had the wrong one. 2 weeks go by, I hear nothing from the company. I called to ask what was going on, and no one had any knowledge of what I was talking about. I'm assuming they forgot to put my order in for the part. The csr said someone would be in touch with me about it. Almost another 2 weeks go by, I hear nothing. So I call again and explain the issue, same thing. No one knew what I was talking about. By my 4th call to this business I was irritated. I have spent over 7,000 on a unit, that doesn't work fully. Someone randomly showed up at my house last week just to tell me they would be by Friday to take a look at what I was talking about. No one showed up, no one called. I called **** today, and he said someone would be getting back with me soon. Here I am several hours later, still waiting for a call. Still having an expensive unit that doesn't fully work. I understand it's September and I don't need the heater right now, but my point is, I have spent so much money on this new unit, only to receive horrible customer service, no communication, and feel like they are giving me the run around. I am 77 years old and cold wheather will be here soon. I just want my unit to work fully. And for this business to stop telling they've ordered the part, when they haven't. I wish I had purchased my unit from someone else, because this has been nothing but frustrating.

  

  Business response

  09/10/2024

  Thank you for your feedback and bringing this to our attention. We sincerely apologize for the communication issues and delays you’ve experienced. We understand how frustrating this must be, especially given the investment you’ve made in your new HVAC system.

  To address your concerns:
  Communication Issues: We regret that there were misunderstandings regarding the part and scheduling. Our goal is always to keep our customers informed and updated, and we clearly fell short in this instance

  Part Installation: We experienced some delays with the part, and there was a mix-up in communication between our team and the contacts on the account. We’ve worked to resolve this, and as of today, our technician, ****** completed the installation of the heat kit. 

  September 9: Our dispatcher spoke with your granddaughter, ********* and confirmed a service appointment for the heat kit installation on September 10.

  September 10: Our technician, ****** completed the installation of the heat kit and confirmed with your son as ****** was not present at the time. Please see the attached invoice #********* for documentation of today's heat kit installation. 

  Customer Service: We understand that waiting for updates and service is frustrating, and we’re sorry for any inconvenience caused. We’re taking steps to improve our communication and service processes to prevent similar issues in the future.

  Your satisfaction is important to us, and we would like to ensure everything is functioning correctly with your unit. We appreciate your patience and the opportunity to address these concerns.

  Customer response

  09/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  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. ↩