Agreed to perform a job. After starting job they wanted to change what was agreed on.We said no, they pulled off job, leaving us without a/c ductwork.
Proposal agreement signed by both parties for a complete installation of super sealed safety duct system, replace duct run for separate unit with warranty. Their crew was here for approximately 1.5 hours tearing out existing duct work & left. ***** from company called & stated that they were not going to use some of our existing duct work & not do as the agreement stated. I then told them that I wanted to go with what we agreed on. He then said that they were going to pull off the job and that we owed them $750 for a days work. I advised him that they were only her 1.5 hrs & I have video to prove it. I was also here at home myself. I told him that I was not paying them for a job not completed. So we are now having to use window units to keep cool, until we can get another company to come in & fix what they did. 2 of the units they did provide at the start of job, we told them that once we get someone to fix our air they could come get them. If they would have told me that they wanted to make changes to the agreement prior to tearing out the duct work we could have worked out something then. But now we are without central air and having to get someone else to come do the work. We feel like they owe us something for compensation for the trouble and time we are having to go through to get this resolved. And the discomfort of having to use window units to keep cool for the past few weeks. They came out to pull duct work on 7/7/15. Agreement was signed on 6/12/15. The price to do all the work was $4,790 (which we had to borrow). Sales rep was ***** ******* We have copy of the agreement. Their logo stated Always on time or you don't pay a dime. The predicted timeline on work was 4 days. It has now been 9 days with no duct system because they walked off the job.
Because their logo states Always on time Or you Don't Pay a Dime, I feel that they need to be responsible for the total bill from another company that will be completing their job. And monetary compensation for trouble and discomfort for the time without central air and having to find someone else to do the job.
Regarding the complaint from case #XXXXXX we were in the process of honoring our commitment to the customer in regards to replacing the duct work. The home in question is a double wide manufactured home in which the internal ducting Is built into the floor of the home on the assembly line as the home is being built. This ducting provides all the interior supply registers which are built into this duct. When you add a unit to the home all ducting from the HVAC system is then tied into the manufactures supplied ducting to allow for proper distribution into the home. This process was explained to the customer in detail by our Sales Manager. Once we arrived at the home and removed the existing ducting from the home to complete the agreed upon work the customer then decided that he wanted a different application. His demands were very unreasonable and his ideas were not normal for a manufactured home. Once we explained to the customer that his ideas were not what was agreed upon and did not fit our contractual obligations he became very irate telling us he did not want us to perform the work agreed upon and for us to stop. We explained to him we would like to be compensated for the work performed by our 3 technicians that were onsite. We gave him a cost which was less than our normal fee for 3 techs with 1.5 hours each. Once the customer disagreed with our request of payment we decided not to pursue this and just walk away at no charge as requested by home owner. At that time the customer refused to return our 2 window A/C units we loaned to them stating that we would not get them back until he found someone to complete the work like he wanted. We feel we have not done anything other than try to fulfill our contractual obligations in which the customer decided he wanted something else and didn't allow us to complete the job. We feel at this point we are not at fault for any inconvenience and will not compensate for any company as the delay was caused by the OWNER ALONE.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not correct. The salesman came out & went under the house & said that we needed all new duck work. He seen the system we have here & knew what he was dealing with. He knew it was a manufactured home and advised us against using the existing duct system that came in the home. He stated that it deteriorates and comes up in the air through the duct system and we inhale this and it can be vary harmful. He then stated that he would work up a agreement, which clearly states that they were replacing the duct work. What then changed after they had pulled out our existing duct work was that they were not going to replace the complete duct work. I did not tell them to leave. They left because they were done with what they were doing for the day. The guy on site me about the change. I told him to have the salesman to call me. When he did, he then was telling me that they did not need to replace all the duct work and there was nothing wrong with using my existing duct work, so I questioned him why he had told me how bad it was when selling me the job, but once they started telling me it was ok. I told him I would all him back in a few minutes after I had time to think about it. When I called him back I told him that I wanted to proceed as we first agreed upon signing agreement and he said ok and we hung up. A few minutes later he called me back and upon the advice of his manager he said that they were pulling off the job. At no time did I ask them to leave or quit working on my home. They advise me that they were leaving. My wife was in the hospital and while I was there with her, there was a nurse in the room, who knows that I did not get irate on the phone or ask them to leave. I only held them to the job that I was sold. I did advise them that since they were pulling off the job that as soon as I had someone to complete the job I would call them to pick up their window units, since they left me with no a/c working at all. They even asked if they could come pick up tools that they left under my home and I told them yes they could. The problem was they were not going to do job as agreed upon. At no time did I make any changes. They did. The salesman said that it would only be a couple of hundred dollars cheaper with a maintenance service for 2 years. Keep in mind that 1 year has already been paid for. We were led to believe that this salesman knew his job, that if they could not do it, he should not have sold this to us. This salesman should have had the knowledge on everything before they started tearing out the duct work as he led me to believe. All other AC contractors I have talked to said that there is no code against taking out the existing duct work as he told me as to his reason for backing out of the agreement. It has took me this long to try and find someone to come out and work on this for me as everyone is considerably behind due to the hot weather. So, yes i feel that this is a situation that could have been rectified or prevented it they would have performed work as agreed and not changed after the duct work was removed. We have now had to purchase all new duct work because of this, since they tore it out and then changed their agreement. The agreement that the salesman signed stating that they were going to install all new super sealed safety duct system. NOT using our existing duct system as he told us it was not healthy for us to be using that and inhaling anything from the manufactured home duct system. He said that they quite using that in manufactured homes. Because of the warranty they were offering and what he told us about the health issues from the existing duct work I agreed for them to do this. At any time, we will be glad to meet with them along with the BBB in ********* about this. I feel that they are at fault for this and should be held liable! If they could not do job as agreed I should have been told before they started it. I was deceived. It was only by the guy on site who was telling me how they were going to do the duct system that I found out. Had he not mentioned it to me I would not have known and would have paid full price for half the work. Using my old system is not safety sealed duct work for a 3.5 half ton unit as the contract stated!! We only wanted what we were sold. Nothing less, Nothing more. How many other people has this happened to and did not know it!!! Once again they are liable for this!!!
Final Business Response
We feel this complaint was filed unfairly, the customer never once contacted management about their concerns, they talked with the salesman only. The customer also has not paid any money out of pocket for any work done. As we stated in the first response we were there to complete the work agreed upon, and were met with objections about how we were going to do the work, and how the client thought it should be done. We do not owe the customer anything or are we in debt for work another contractor has or will do. if allowed at the time we would have completed said work and it would have been inspected for proper installation by local government code officials. We feel management should have been contacted prior to this complaint to have the opportunity to explain the issue with the customers demands and help come to an agreement.