Promag Energy Group refuses to do the right thing and put in a system that is sized correctly for its environment .
I paid $4600 for a new AC unit in June of 2015 and it has not cooled the environment since the time of install. No heat load test was ever preformed to determine the correct size unit. The company just guessed by using square footage as a reference. The system had multiple leaks since the day it was installed. They finally had a technician reinstall the lines from the inside unit to the outside unit to get rid of all the leaks. The tech (Patrick) that fixed those leaks said he needed to come back the following day to adjust the system to the right pressures. I waited a couple of weeks because i was ill and called Promag to ask why he never came back. They said he was no longer with the company. They then told me another tech was going to come out and address the issues with the system not cooling the environment. That tech showed up two days later and said that he felt the system was undersized for the building and that the liquid line dryer was plugged up because of junk , moisture and trash in the system and that i should not be running the system until it was fixed. I received a phone call, on my cell phone, from Promag while he was there and they asked to talk to their tech. He was told by the Cocoa office to leave my job and go to a job in Melbourne immediately to take out a system for a new installation. I waited 48 hours for Promag to contact me and they did not. On Sept 21 , 2015 a tech named Colton came out to address the problems. He informed me that he felt that the system was undersized for the environment and it needed a bigger system. He then called the owner (J.D.) while on my property and reported to me that the owner told him that they were going to have a meeting in the Cocoa office with Colton, J.D. and Stephen of the Cocoa office management on 9/22/2015 and come up with a game plan to resolve the outstanding issues with my system and i would have an answer but the end of the business day of 9/22/15. I never received a call and called the Cocoa office on 9/23/15 and talked to Megan. I asked why i had heard nothing about resolving my issues and i wanted to know what the outcome of the meeting was. Megan told me that she knew nothing about it and would have to call JD. I waited for 48 hours and heard nothing back from Megan. On 9/28/15 i called the Cocoa office and asked Megan what was going on with resolving this issue once and for all and asked why she never called me back. She said she had to check with JD and would call me back. I heard nothing. I called Megan on 9/29/15 and asked what was going on. I was told by Megan that she needed to call JD to find out. Megan called me back within 10 mins and told me that JD said he would put the correct size system in for an additional $2500. I told Megan that would never happen and i will seek help from other agencies and ended the call. I then called Megan back and asked her if she could please print all invoices for my system since the date of install. She agreed and i told her i was on my way to get them. About 5 mins later Megan called me and told me that she was told by Stephen , the Cocoa office manager, NOT to release any documentation concerning my system until it was approved by JD himself. I have been told by Megan and multiple techs that JD was going to call me and talk over the resolution with me. I texted JD on 9/28/15 and have never received a response. JD has never once called me and it certainly appears that he has no interest in doing whats right to resolve the issues other than attempt to get me to agree to giving him another $2500. I feel, at this point, that i have no other option than to reach out for help from other agencies to get Promag Energy Group interested in resolving these issues. Im disabled and my social security disability income won't allow me to pay JD another $2500 for something that his company is responsible for making right .
Either refund me the $4600.00 and take this undersized system out or install a system that is sized correctly for the environment that its in, at no cost to me. I relied on Promag Energy Group to be knowledgable and professional enough to size the system correctly during the sale. No heat load test has ever been preformed to know the correct size for the heat load on this building. To date the system they installed has had multiple leaks and the sealed system has been open to the external environment multiple times. The techs that have worked on it did not follow standard industry practices for soldering and evacuation of the system during repairs. Not one single time did any of their techs run nitrogen through the lines during silver soldering causing flaking of the copper on the inside of the lines.
I have the old lines that were removed by Andrew to prove this. I overheard JD tell Bill, a Promag tech, "thats the worst install i have ever seen". That was after Bill had sent pictures of the original install to JD. I heard Bill tell JD that the system seems to be undersized for its environment. I also heard JD tell Bill that he would do whatever it took to make it right. Interestingly, that has never happened. Its just seems like empty talk to me considering the track record. Donnie, a promag technician heated the condensing unit combo valve multiple times with no heat barrier of any kind to protect the valve from heat. Their techs have used the compressor in the condensing unit to pull the system into a vacuum instead of a vacuum pump ( which they had in their truck ). This is not an acceptable industry standard practice and is very hard on the compressor and can lead to early compressor failure. Andrew from promag replaced the liquid line drier after he replaced the line set because of the sloppy install. And after only 8 hours of run time, the drier is restricted and plugged. This could only have happened this quickly from the shoddy installation practices of soldering with no nitrogen running through the system hence causing flaking of the copper on the inside of the lines which gets trapped in the drier. Also the system had 2 leaks in the suction line for over 2 weeks before Andrew finally fixed them. During that time, there is no way to tell how much moisture was allowed to enter the hermetically sealed system. The restricted drier on a brand new system tells the story. If you look at all the events of sloppy installation and service practices since this system has been installed, its easy to see that this system has a bleak future. Not to mention that it will not cool its environment any lower than 80 degrees, never satisfying the thermostat and running non stop. All i want is Promag to make this right, install the correct sized system and make sure its done professionally and use standard industry practices. Im tired of hearing empty promises and " i have to call JD, I will call you back ", and never hearing back from them. Its sad that its had to come to a point that I'm composing this complaint. I feel that after 4 months, its not going to be resolved any other way.
The owner of the company went to the customer's home and made the repairs necessary and fix the problem, a new invoice was made and MR. ********* sign and was satisfy with work completed.
(The consumer indicated he/she DID NOT accept the response from the business.)
Thats about the boldest lie i have heard from a business owner.
I absolutely received no invoice, did not get any documentation, absolutely signed NOTHING and absolutely did not say i was satisfied in ANY WAY. I challenge Promag to produce any such document as it would be forged if it has my signature on it.
Yes, JD came to my home. Yes he found 2 leaks on the outside unit. But, he also said that it could have been leaking on the inside unit and he didn't know. He also waited to come to my home until there was next to no heat load on the building because it was in the morning and fall is here and its cool outside. I have been trying to get him to respond to this mess of an install since June of this year when it was installed. He now only responded because of the complaint he received from the BBB and a letter that Promag received from ****************************************************** dated 10-1-2015.
While here on 10-9-15 , JD the owner, admitted that he had no quality technicians currently. He also stated that he would put in writing this week , Oct 12-17, that he would stand behind this installation next year if the heat load was too great for the system he installed and he would make it right. Per my invoices, this will not be a viable option as it has already been proven and documented that they system is incapable of cooling the heat load of its environment. I have heard nothing from him as of this writing and honestly don't expect to. Their track record has been deplorable so far and I'm sick and tired of lies like their response they sent today.
He sent his top troubleshooter out here on 10-1-2015, John M*****, to analyze the problem and i have an invoice from him stating that the system is undersized for the environment , heat load and that it can't handle the heat of the summer . I also have an invoice from 7-19-2015 stating that the system is undersized for the heat load, no heat load test was done prior to sale and states that the tech called JD from my home and that JD told him "We will fix it and if system was still not properly cooling we will replace 4 ton with a 5 ton 16 seer Rheem at no extra cost to customer " . This is all documented.
It is shocking to me that JD would come out here and leave with the comment that it could still be leaking on the inside. I have completely had it with this type of business ethic. I will include invoice copies with this response. It appears that this boils down to the fact that this system was undersized during the sale, JD knows that its not going to be able to compete with the heat load of the Florida summers and he does not want to stand behind what my invoices states. Its like asking the same question until you get the answer that JD wants to hear. And when his technicians have documented the resolution, he ignores his own words on the invoice and decides to provide "JD's" answer that complies with Promag having escaped a failed sizing during the sale.
His statement that he currently has no quality technicians is not my burden to bear. I was told, during the sale, that the system was the correct size and i have paid in full. Since the installation, there has not been a single time that it has been able to cool the building during the dog days of summer. It can't even satisfy the thermostat at a cooling setting of 80 degrees. This has been witnessed by more than one of his technicians. His technicians have documented it, his best troubleshooter with 30+ years of experience ( John M***** ) has documented it and i have had to endure its lack of performance since the day it was installed.
Please just look at their response. Does that look remotely professional to you ? Is this how you or anyone would like the " Owner " of a business to handle the response on such a problem install that has a 5 month trouble history ? That type of blasé response is what i have been dealing with since day one of the install and i have had it.
Im infuriated that their response states that i have agreed to the repair, i have signed an invoice and that i have a copy of said invoice. JD coming out here on a cool day in the morning, ignoring his best troubleshooter with 30+ years experience and leaving with a comment that it could still be leaking on the inside unit, clearly represents his intentions of how he is going to handle this problem. He continues to try and get out of doing the right thing. He admits that they guess at the load by using a 1980's formula of 600 square feet per ton is good enough for figuring how the system will handle the heat load. That is absolutely not a standard industry practice. Standard practice is having a heat load test done to accurately determine what the actual BTU requirement is for the specific environment.
I stand on my original response and i either want Promag to remove this system and refund me $4600.00 or come out and do EXACTLY what JD agreed to on my invoice, replace the system with a NEW not used , 5 ton 16 seer Rheem unit. Anything other than that i will not agree to. I will not even accept an offer to address it next summer when the heat load is extreme on the building.
I shall proceed with filing complaints with the Florida Attorney General and the Florida Department of Business and Professional Regulation, I know that Promag has been fined by the FDBPR in the past and may be the reason that JD the " Owner " of Promag is not the contracting license holder for Promag energy group. I don't really why he does not hold the license. JD actually had the gall to say to me " if it won't cool when it gets real hot out, you have warranty ". ARE YOU KIDDING ME ?
JD left on 10-9-15 disgusted and in a hurry to get to another job. I have heard nothing from him or any of his employees since. Nor have i received an invoice stating that he would replace it with a bigger system if it didn't cool the building next summer, though i already have an invoice stating such and documentation that it currently cannot cool the heat load presented to it during the summer of 2015.
Thats what i have been dealing with and I'm completely done...
Either remove the current system and refund my $4600.00 or replace it with a brand new 5 ton 16 seer Rheem system at no cost to me.
Please ask Promag Energy group to provide me with the invoice that i signed on 10-9-15 for JD.
Final Business Response
To whom it my concern, We Promag went to Mr. ********* and gave a refund of $4600.00 and removed all of our supplies, customer agree to the terms, all was taken care of and Mr.********* is satisfy.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)