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Consumer Complaints

BBB Accredited Business since 07/03/2013

T.A. Kaiser Heating & Air, Inc.

Phone: (704) 370-2868Fax: (704) 583-0319

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
08/13/2015Problems with Product / Service | Read Complaint Details

TA Kaiser came to balance the air flow in the house. Rather than install manual dampers they used duct tape to squeeze the ducts closed.
We were forced into using TA Kaiser from our builder "******************". We called them initially to come out and balance the AC system as some rooms had much greater air flow then others. Kaiser came out and adjusted the air flow and everything seemed alright for a couple weeks. 2 weeks later our blower motor went out and the contractor that came out to look at it noticed several of our ducts were wrapped tight (Almost closed) with duct tape. The blower was replaced and the following week the house would randomly stop cooling different times of the day. TA Kaiser came out again and blamed it on a damper arm that had fallen off in the attic. I explained to their technician that the entire house doesn't cool not just a single zone affected by the damper. The technician said alright and said he believes the damper fixed the issue. That same night the AC goes out completely again and I once again make a phone call to Kaiser. Kaiser has a supervisor call me back and basically told me the builder will not pay for any additional work (This was an outright lie as the builder has paid other contractors without an issue) and I needed to call someone else. I was furious and hung up the phone and called ************************. ******** came out the following morning and found the outside unit was not running and the capacitor tested bad.
Why on earth Kaiser's technician would not pull his tool bag/gauges out and go to the outside unit to test blows my mind. It turns out Kaiser used Duct tape to balance our system by wrapping the ducts tight to restrict air flow. I do not know how this would be accepted as quality work and had I seen them do it I would have asked them to leave on the spot. This is absolutely absurd and the supervisors I've spoken with refuse to come back and correct the problem.I would never recommend this company and their management is outright rude. I am hoping the builder charges them back for every bit of work they did in my home and I am calling the state inspector who is coming out to look at the horrible work they did in my home. As a licensed HVAC contractor work like this is pathetic and they should have their license revoked. I could have wrapped the ducts with tape myself and saved the builder several hundred dollars but I prefer to do the job right the first time. I have called and asked for them to come back out and install dampers and do the job right but they refuse. . I have tons of pictures I would love to post to go along with this review as well.

Desired Settlement
I want TA Kaiser with a supervisor on-site to come back and remove the duct tape and install the dampers that need to be installed free of charge at this point.

If a supervisor cannot accompany the technician then I would like them to cover the bill to have a company that will do it right the first time (************************) do the work. I will not allow the same technician back in my home again without a supervisor present.

That is the correct way to balance the air flow in a home. Using duct tape the wrap the ducts is just pathetic. I do not understand how they feel like they can charge for that type of work.

Business Response
This was a system not originally installed by TA Kaiser. We now do work for xxxxx, and received a call from them to help a customer with AC issues. We sent a technician to the home who concluded that the issue was not a mechanical problem and needed airflow adjustments. We then sent out a second crew to correct ducts that were installed to the wrong floors, zones installed improperly, etc.. When moving the insulation from around the collars, we were able to determine that some the collars installed by the original contractor did not have the position holes to install dampers. The only solution at that point was either tear the duct system apart to install new collars (which we did not have the parts for), or restrict airflow by using tape to tighten some of the duct lines. Doing this where there are no manual dampers has been common practice in the industry for years, although manual dampers would ultimately be the better route, but significantly more expensive to install. The system was working fine until ********* had a mechanical failure with his blower motor (which he tried to blame on us). At this point, another contractor came into the home to service the unit. So now, we have a system that was not installed by us, airflow adjusted by us, and a mechanical failure repaired by another contractor. After the blower motor was installed, we received another call about an issue with the air not working. We went to the home and noticed there was a damper arm that had fallen off. We replaced the damper arm to the system which our technician believed to correct the issue. Apparently, that same night, the system went down. Our after hours service fielded his telephone call, and informed us that he was extremely rude, and demanded a supervisor on site. ********* has spoken to multiple managers within our organization, all of which who have informed me that he is rude, and not a reasonable person to deal with. We contacted him to notify him that we would no longer be servicing his system. It turns out, his issue was a capacitor, which is another mechanical failure and common maintenance item completely unrelated to our work. How we should have been responsible to check this seems rather odd to me. We were not being paid to do a complete and thorough check of every part of his system.

If this install had originally been a TA Kaiser installation, we would certain warranty our work and come back to correct, but it was not. We extended a favor to help one of our builders on a house that the original contractor should have made (and still should make) significant corrections to. Utilizing duct tape to restrict airflow worked great until he had mechanical failures with his systems. At this point, who knows how many different HVAC contractors have been part of this system.

If ********* was also a reasonable person to deal with, we might be more inclined to help him work through the problems. He ultimately needs his duct system broken down, and new collars with manual dampers installed. Maybe he should take this up with his original contractor. We are no more pleased to have been part of any interaction with him, than he apparently is with us.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact is your contractors came out knowing that dampers were needed. You not having the parts is not an excuse to half fast the repair and use duct tape. I called the 3rd time because the AC was completely out, I would not call you at all had the builder not demanded I use you. Your technician came out and did not even check the outside unit, he did repair a damper arm that had fallen off but a damper arm does not cause the AC to be out completely all over the entire home. Your technician never once even brought a toolbag into the home because he was told not to make any repairs because you all were worried that the builder would not pay for it. To be completely honest none of that matters other than the fact you did not balance the home correctly and used duct tape which is most defiantly not an industry standard. I was only rude on the phone when I am told someone is coming to my house only to be told hours later that you are not coming which caused me not to be able to get someone out that day. I most defiantly hired different contractors because your technician didn't care enough to troubleshoot why the AC was out entirely , all he looked at was the dampers.

You need to come back and install the dampers that should have been installed the first time. You openly admit you did not fix it correctly and I find it sad that you are ok with it. The original contractor doesn't matter one bit when the builder uses you for all of their work now.

Final Business Response
The AC system was working correctly when we replaced the damper arm. Why would you have let the technician leave at all on a 90+ degree day without the AC working? It took hours for you to call back in to request service. The capacitor could have easily gone out after our visit.

Again, if you were a reasonable person instead of always telling us how we should do our jobs, or even remotely polite to deal with, we would have gladly worked with you on the situation.

I will agree to come to the home, remove the tape or any restrictions that we put on your ductwork. Refund the builder what they paid us to come to your home, and then we can all part ways.

Industry Comparison| Chart

Air Conditioning & Heating Contractors - Residential, Air Conditioning & Heating Contractors - Commercial, Heating & Air Conditioning, Heating Contractors, Air Conditioning Contractors & Systems

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