Complaints

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed a new HVAC system in late Dec 2022 early Jan 2023. Due to the unit being placed in the attic, their suggestion, it caused condensation on the ducts in the living room right off the attic. This resulted in my ceiling leaking. I had to get the ceiling mitigated, dried out. It’s been open up for August 7, 2024 waiting on an installer to replace the two ducts that caused this problem. They tell me they will come here on certain days and never show up. No communication from them either regarding not showing up and the reason why. It’s been 3 weeks and they have not fixed the problem. Side note: I’ve had the attic (HVAC system) looked at and assessed by a different company and they scored it a F out of an A thru F assessment. They did 90 degree angles and did not even stretch the ducts out properly.

  Business response

  10/09/2024

  Hello Team,
  I wanted to provide an update regarding the customer's ongoing concerns about condensation on her ceiling, which she first reported in August 2024 which is 1 year and 8 months from our first AC replacement.
  As you know, we completed a full air conditioning and heating replacement with duct replacement in January 2023. During the bidding process, we clearly communicated that we would be replacing all accessible duct lines, and the customer agreed to move forward without including the ducts that lack attic access.
  Since the initial report on August 2024, we have sent our technicians to the site three times and we have been working with customer unlikely what she is aiming for,
  1. The first visit was missed due to the customer not being home.
  2. On the second visit, we assessed the situation and informed the customer about the necessary opening size for replacing the two duct lines.
  3. During the third visit, we confirmed that the current opening is insufficient for the replacement. We provided a quote for creating a larger opening in the sheetrock, but the customer will need to arrange for closing it afterward, Customer didn't reply afterwards , please see attached.
  
  
  We are committed to ensuring customer satisfaction, but it is essential to have proper access to the ceiling to complete the duct replacement. If the customer decides to proceed with the recommended modifications, we can move forward accordingly.
  Please let me know if there are any further actions we should take.
  Best,
  OMAR *****
  Service Manager
  

  
  

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