Complaints

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Smith installed the HVAC systems in our house in 2013 when it was built and has continually serviced it since then. The system was not correctly installed and in October 2024 it leaked from the attic onto the bathroom ceiling below the HVAC system. Smith repaired the system but has not repaired the ceiling. I have made 6 calls to them over a 16 day period trying to get assistance. I have asked for the manager to call me, but he has not. No repair company has contacted me. Office Assistants at Smith say they have notified the manager of my concerns, both verbally and by email, but still nothing gets done and no one of authority contacts me. It appears that no one is following up on this problem and is professionally following through to get taken care of. I would like BBB to contact me for more information on this issue and help me get professional repairs done to my ceiling in a timely manner.

  Business response

  11/15/2024

  System was repaired by adding a secondary drain pan extension to prevent future damages as homeowner stated.  Ceiling repairs was a little bit of a hassle to get confirmation as we use a local company that specializes in sheetrock/paint repairs which was tell us they would reach out and schedule directly with the homeowner.  Over the few weeks of not getting resolved, I emailed the homeowner letting them know that we apologize for this delay and requested help from the builder that originally built their home to have ceiling repairs made.  Confirmation from the builder was received to us and homeowner was made aware that someone would contact them directly on scheduling.  Homeowner replied to confirm repairs are scheduled 

  Customer response

  11/22/2024

  I am working through the issues with the vendors that Smith subcontracted to make the repairs.  This work is on going has run into some delays in being completed due to the work not being correctly completed. Here are 4 pics showing the the problems.  The lighting in the bathroom does allow for good shots but I think you can see some of the issues.  The first pic (4278) shows the bled going through two squares (you need to enlarge to see) that standout and need to be sanded down or something to smooth out the area.  The second pic (4279) shows another area where the bled runs through the center of the pic and is what most of the original damaged area looks like.  The other two pics show some uneven work, one shot (4280) shows two bumps in the center of the pic and the other pic (4281) shows an area where some mud work was not smoothed over properly.  Hopefully this helps and corrections can be made.  This vendor is rescheduled to return to work on corrections on Monday, Nov. 25, 2024 from 12-4pm.  As a result of this delay I will not be able to confirm that the vendors contracted by Smith have successfully completed the repairs and Smith has fulfilled it's obligations.   

  Business response

  11/27/2024

  I did confirm of the reschedule.  Has the vendor completed to your satisfaction?

  Customer response

  12/05/2024

  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.

  Repairs to the ceiling were completed on the morning of  Nov. 25, 2024 after two attempts on the same visit.  The ceiling has been fully resorted

  to it's original condition.  Thank you BBB for your full assistance in helping obtain a satisfactory resolution to this issue.  
  Sincerely,
  Charles C

*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. ↩