Complaint Category: Failure to honor service estimate or agreement
Complaint: Breach of contract, breach of warranty,fraud,deceptive and unfair trade practices,intentional infliction of emotional distress,negligent infliction
Your company, Air Handlers, was selected by my family to install a brand new Goodman AC unit, which was done 5/23/2013. During our estimate, your employee Shawn, who seemed to have done a very detailed inspection, suggested a 4 ton unit be installed. We were told it should put icecicles on our windows, and after all the measurements were complete, we hired you all to install our new 4 ton unit, done on 5/23/2013. A week later, when the home never cooled down to the set temperature and continuously ran, you and your men were out here trying to resolve the issue. You, personally, and your crew have been to our residence at least 6 plus different times. You all have come out to inspect, rewire, measure and test this unit due to the unit not cooling the home properly. We quickly realized that the 13 year old, 3.5 ton unit which you all were hired to replace, worked as good as the new unit your company installed. You have replaced the coil in the unit with a brand NEW one, still the same outcome. You have replaced two, that I can count thermostats, along with the leaking valve on the indoor unit as well. I have made numerous calls to your company, which I have documented, per week to find out what our resolution to our problem was going to be, only to have been met with pure disregard. I have gone days and weeks with zero response from you. I am always the one reaching out to you, the owner, with no response. When you finally did make contact, after my family endured multiple birthday parties, baptisms, and bridal showers in a brutally hot house over the summer, your only response was to turn everything over to the manufacturer, Goodman. They, as you said, were to get back with you. Weeks went by and yet, when they did finally come out to our home to inspect our unit, it was interesting to learn they both live locally in the Orlando area. But that wasn't the most shocking and upsetting part of their inspection. They informed us that the 3.5 unit installed was not large enough to support the square footage of our home and that we needed a 4 ton unit. This brings a new challenge as we PURCHASED a 4 ton unit and had to be informed by Goodman it was a 3.5. Come to find out, the unit you installed, which we paid for, which every member of your team, along with yourself came out to inspect, was only a 3.5 ton unit, knowing it was sold to us as a 4 ton. Since the unit has been installed, we have had nothing but problems, and clearly the undersized unit which was installed, even though we paid for a 4 ton, was the issue. Imagine our suprise when the Goodman reps divulged that the unit was a 3.5 ton and not a 4 ton as you and your company assured us many times it was. That being said we were undersized for what we purchased and you all knew this.
**** now its your turn to make this right. This has felt like an all out scam. Even the indoor and outdoor unit size is significant enough to realize the unit we paid for to initally have installed, was replaced by a lesser unit without our knowledge or concent. I have a wife and three children in my home. I have asked as much as I can to please support your product you sold, so we could have what we paid for. I don't believe it's unreasonable to want to get our moneys worth, in what for our family was a big investment. You have not even asked or suggested anything else you could do during this time, while you waited on Goodman to respond. So needless to say our summer was miserably HOT! Finally after Goodman arrived with ***** and they inspected the unit which was installed four months later, I feel like we have been taken advantage of and need some type of resolve before I can move forward.
Following our conversation yesterday, here are the bills we discussed which have encountered over the summer.
Final Consumer Response
From: **** ***** (mailto:************@gmail.com)
Sent: Wednesday, November 13, 2013 11:50 AM
To: ******* **********
Subject: RE: BBB Complaint Case#9*******(Ref#XXX-XXXXXXXXX-XXXXXXXX-X-XXX)
This complaint has been resolved. Please confirm. Thanks