Complaints

• Initial Complaint

  03/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased two ****** heat pump systems through Lowe's in Oct 2018 and had them installed by Dave's Diversified Service (DDS), the contracted installer for ******. During installation they took the rocks we had used to keep the old units level and installed both units on them. Less than one month after the installation we had enough issues that DDS decided to replace the outside unit for the downstairs system Nov 17, 2018. We continued to have various issues that required service calls and adjustments to the system. Then June 6, 2019, DDS discovered our main unit had a leaking evaporator coil and they ordered a replacement coil. The new coil was installed June 12 2019. About a month ago we discovered the outside fan on the main unit would not shut off even when we turned the system off at the thermostat. We had to throw the breaker to make the fan stop running. We contacted our local company and they have been working on replacing the parts that were causing the issue. During the troubleshooting we were told that we had an issue with the evaporator coil (that was replaced by DDS), and they believed it was the wrong replacement part for our unit. They contacted Lennox to confirm their suspicions and found out we have the incorrect part. From what we understand Dave himself serviced the unit and most likely realized they had the wrong coil in the unit because he adjusted the amount of coolant down to a lower pressure because this was an undersized coil. DDS apparently failed to properly service the system for us and even though parts are likely covered under warranty, their negligence is going to cost us a fair amount of money for the labor as well as the inconvenience of the amount of time our units has been malfunctioning.

  Business response

  04/12/2022

  First & foremost we sincerely apologize for all of the inconvenience this system, we proudly installed in 2018, has caused. It is common practice to use large rock under an outdoor pad to ensure a permeant & level installation. Large rock ensures that the base will not wash out when the units are installed on a steeper grade such as at *** ***** home. When equipment is ordered from Lennox we send over the system specifications, and a ****** representative matches the equipment & provides an invoice for us to purchase the equipment. On 10/31/18, just 2 weeks after the original installation DDS responded to a service request for the first time & noted a clicking noise that appeared to be a manufacturing issue. We immediately contacted Lennox & requested a full outdoor unit. The outdoor unit was delivered & installed in November 2018. Our next visit was in January 2019.  The technician found a programming error in the thermostat & adjusted a sensor at the outdoor unit. During the first regular maintenance visit (06/06/2019) our technician discovered a leaking coil. A warranty coil was requested & installed on 6/12/2019. We provided a second complementary maintenance visit in December 2019 & noted both systems functioning properly. In our next visit 03/2020 a dirty filter was discovered & determined as the issue. This is the complete service history to the mismatched system of complaint. We’ve made a tremendous effort to satisfy Mr. Wards complaints & provided immediate response to all requests for service. Through the entire service history, we had not questioned the manufactures equipment selection, and apologize for not doing so. We have requested a matched coil from Lennox to correct the only known outstanding issue at no cost to *** ****. Equipment matches are tested & provided by the manufacture. Going forward we will verify AHRI match ups in house instead of relying on the provider to do so. We value *** **** as a customer & look forward to making a positive resolution of this situation.

  Customer response

  04/12/2022

  [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,
  *** ****
  

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