Complaints

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• Initial Complaint

  Date:18/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my HVAC unit from Dynasty Air in July of 2020 and was promised a 2 year warranty. I had a leak from my HVAC unit in June of 2022, due to poor servicing of the unit from a Dynasty Air technician that was done in March 2022. When I called Dynasty the morning of my flood they were unwilling to come out and fix the issue. Another plumber had to come and stop the leak that morning. They are now unwilling to cover the cost of the plumber and repairs needed due to the leak. I am asking them to cover the $1,800 in plumber/ repair costs, as this leak would never have happened if they performed their annual servicing properly. They should also have come out that morning to stop the leak since the unit was under warranty, which would have avoided additional plumber costs.

  Business Response

  Date: 08/12/2022

  The
  maintenance in Ms. *******’s suite was completed on March 18, 2022. Our records
  show that all of the work was completed as per the specifications outlined in
  our maintenance agreement with the building, following a detailed checklist.
  These methods include flushing drain lines to make sure they are clear of any
  debris, inspecting and cleaning the condensate tray, cleaning/vacuuming
  evaporator coils, and checking lines for leaks, kinks or wear and tear (among
  other steps); they are tried and true methods and are proven to work. If our work was not done correctly as Ms. ******* claims, there would have likely been
  multiple leaks throughout the building and in all of the buildings we service,
  which was and is not the case.
  Further
  to this,
  the heat pump in question was serviced on March 18, 2022 and the leak ocurred on Sunday
  June 12th. A total of 86 days passed between the maintenance service
  and the date when the leak ocurred - eight of these
  days saw the humidex surpass 30 degrees Celsius and nine more days saw the day
  time temperature reach over 21 degrees. The drain lines on these units are only
  ½” in diameter and heat pumps produce approximately two liters of water every
  three hours. If the problem truly was maintenance related the system most
  certainly would have leaked well before June 12th. As with any kind
  of machinery or systems such
  as this anything
  unforeseen can happen at anytime, especially after 86 days of operation – for
  instance, insulation surrounding the heat pump could come loose and fall into
  the drain pan, construction material behind the wall that is attached to the
  heat pump could get pulled in to the drain by force of the blower motor while
  in operation, etc. Although our maintenance is completed with the intent
  to help ensure proper operation and avoid issues such as these, this is never
  something that we can guarantee due to all of the other factors outlined
  above. 
  It is important to note that although
  Ms. *******’s heat pump was still under warranty at the time of the leak, the unit
  itself did not fail. The leak was due to failure of the drain- a plumbing
  fixture which is connected to the building and not the unit. This drain is not
  a part of the heat pump and as such is not covered under the warranty.