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Business Profile

Heating and Air Conditioning

Wallace Heating and Cooling

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

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Complaint Details

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  • Complaint Type:
    Customer Service Issues
    Status:
    Unresolved
    Date Started June 2022. Continued til Nov. 29th, 2022. Current complaints: 1. When replacing air handler in attic, they damaged the frame surrounding the opening to the attic. 2. They did not remove the old air handler from the attic. They merely moved it over to another set of beams which resulted in water from the old handler flowing out onto the ceiling below and causing the ceiling to become drenched and fall into the room below. The ceiling is ruined and it is unknown how much damage is done in the attic itself. I have called them repeatedly, sent photos of the ceiling, and left multiple messages, but no one has ever responded.

    Business response

    12/28/2022

    The customer was a warranty customer so we are limited by what we can do. The attic entrance was too small, and customer was told that in the beginning, we told her we could get the new unit in but would have to take the molding off, but she would be responsible to make the repair because warranty company didn't cover that, and she was good with it. The old unit was too big to fit thru attic entry we also told her this. The stain on her ceiling was there prior to job and located nowhere near the old unit. The length of time it takes is not up to us because we do not furnish parts, we have to wait on them to come from warranty company. Part of the reason it took so long is customer didn't want to pay the non-covered cost associated with in stall

    Customer response

    12/30/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 

    Mr. ******* stated the ceiling damage to which I referred was present prior to the installation by *******.  This is incorrect.  There is ceiling damage in the living room in a small place from an OLD overflow when the drain was clogged a few years ago, but the photos sent to you are from 12/13/22 in the DINING room-a completely different room from his reference (living room).  You will note in the photos that there is debris all over the floor and table/books.  Certainly this would not have been left there for years!  I have a new update, as well.  The warranty company sent a different company out to find out what was going on and provide information for new repair.  The new company technician discovered the outdoor compressor is a '4' which requires a matching (4) air handler, but a '2' air handler was installed which is designed for an 800 sq. foot area.  This house is approx. 2100 sq. feet. The new AC/heater company tech says, as a result, a great deal of condensation was formed when the air conditioner was on for the days after the installation with the incorrectly sized air handler  and the condensation dripped from the hose onto the dining room ceiling, thus causing the damage to the dining room ceiling.  (I had originally stated that the leak was from the old air handler, but the new tech said that was not the case.  However, the old air handler is still in the attic. 

    As far as the damages to the opening is concerned, you can also see from the photos, that it is the TRIM that is damaged and the edge where the trim is attached to the opening is also damaged as a result of the trim not being removed.  The ******* technicians had previously told me they could remove the trim and it might fit, but obviously, they did not bother to remove it when the incorrect air handler was installed. Had they removed the trim as I expected them to do, there might not have been any damage at all.  The NEW AC/heating company tech stated that a '4' air handler will fit through the opening. 

    I can provide photos of the OLD ceiling damage for comparison, if necessary.

    Also, when the Warranty company contacted Mr. *******, he told them that he refused to return to the house as it is now in litigation.  This is also INCORRECT.  I have filed a complaint with you (BBB) but I have NOT filed any legal complaints with any lawyer at this point.

    The date of this statement is 12/30/2022

    Regards,

    Charmain ********

     

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