******* ****** with AC Pros deceptively got a contract for a 5 ton new AC unit signed and then installed a 4 ton unit without notifying customer.
******* ****** with AC Pros deceptively got a contract signed for a new Trane 5 ton AC system (Compressor/condenser, evaporator coil, and furnace) and then installed a 4 ton unit. He deceptively got a financial contract signed pre-dated from delivery, delivered product a day late, installed it on 6/10/14, then sent me an invoice by email for the wrong system he installed after installation had occurred. I called his personal cell phone immediately when I received the email that evening, and he never returned the call. I had to call him back the next day and he said he was sorry that he forgot to tell me but he did a "load calculation" that Saturday (6/7/14) after he left my house and decided on his own that a 4 ton system would work for me. However, he never notified me of any changes to the contract prior to installation. He never called to tell the customer of any price reduction and kept the same price even though the 4 ton system costs less. He never did offer to give me monies back, never sent me the "load calculation" he did, and never did a true engineering load calculation that Saturday as he was not there long enough. The offers he has made to make me happy are not recommended by three different AC Installation companies that install Trane products and they all recommended that I do not accept it. After his installation, there have been several rooms not registering correct temperatures through the registers (75 deg in some cases), there is condensation outside on pad of condenser (low charged system), and the condensation drain line from attic to sink is having too much air blowing down it making whistling sounds in my sink drain. I can't trust this man to even fix these issues. Since contacting him the day of installation on Tuesday 6/10/14, he has not offered to fix the problem to my satisfaction. Last Friday I called his office to discuss when he wants to remove the system and he never returned my call back. He deceptively installed a system not per contract. If it was not intentionally done hoping the customer would not find out, he would have offered to remove the system immediately and replace it. Instead he is making ridiculous offers to keep the system, make changes to outside compressor to 5 ton (not recommended by any of the AC companies I called, and only offered to pay back a minimal amount of money compared to what other companies offered to install a 4 ton system. We never even discussed a 4 ton system.
Business needs to remove their system from my house immediately. Because of the deceptive trade practices, I can't trust they won't do something to a new system installed. If they damage any components of the system (consisting of but not limited by ducts, plenums, AC lines, electrical lines) during removal, they will pay to have them fixed by an AC company chosen by myself.
We are a Trane TCS dealer, and as part of that we do load calculations on all jobs before we install any system, in order to make sure it is sized correctly for maximum comfort,and efficiency. I also hold an engineering degree, and recently attended a refresher course on doing load calculations held by a local Professional Engineer. We use Wrightsoft which is the industry standard for load calculations. I arrived at a total load of 3.8 tons for this customers home, even though the builder had installed a 5 ton system. Since this transaction was being handled by financing thru a 3rd party we were going to simply adjust the price and amend the contract to the 4 ton system instead of the 5. We had to send the invoice via email since Mr. ******* was not present to sign the document upon completion of the job. When I had the conversation with Mr *******, about the 4 ton which I did apologise to him for not notifying him earler, he demanded that I discount it by $2000 which I told him was not going to be possible. He also demanded that I get a 3rd part to do a new load calculation and I was to pay for it, which I also refused. I have no problem if the customer want to have a 3rd part repeat my load calculation, and I would be happy to pay for it if he comes up with different results that would justify a 5 ton system. I have done thousands of these and am very proficient and getting it right, and also asked the customer to get Trane involved which he refused to do, and instead listen to the opinions of the 3 other companies that lost, and needless to say did not do load calculations either. I have apoligised to the customer 2 times verbally and once in writing, so I did make a mistake in informing him late, however he has the right sized system, and we would be happy to make the additional adjustments to address the condensation problem, as well as the whistling in the sink drain. Regarding the temperatures coming out of the other rooms where we did not eliminate the ductboard boxes, the customer was told that they needed replacement with sheet metal Y's however only accepted replacing one to two bedrooms that were not cooling properly. Those 2 rooms seem to be fine now, and one of my options was to replace the rest of the approximately 6 other ductboxes. I see no reason to remove a perfectly good system, that is functioning properly, and I did make earlier attempts to work with the customer, but my only options were the $2000 discount or remove it altogether. I will be happy to share my price list with the BBB, and make the refund of the difference in price, but that is assuming that I actually have gotten paid for this job, which to this day, our company has not billed the customer one penny. In addition after arriving Friday nite June 9th at 7PM, to help this customer out, I personally delivered to him a window unit to make him comfortable over the weekend, and split the cost for a hotel with him over Monday night, before we installed on Tuesday morning. I don't see that these things done for the customer would represent a dishonest individual or company. In addition after fixing the small issues to make Mr ******* happy with the new system, I will also be happy to refund his maintenance that was included with the new system, so that he can work with any other Trane dealer of his liking moving forward. In addition we will complete the process by having the city of Frisco come out and complete their work, and sign off officially on the installation to give him a sign of security that it meets all current mechanical codes. My offer still stands on the first 2 options as per my previous email. I cannot do the 5 ton system since this is not correct based on the load and TDLR would cite me if I were to do that even with customer approval. I still recommend that he contacts Trane to verify my calculations, and review the AHRI certificate that I sent via email to the customer as a bonafide 16 SEER system. I will be glad to provide a copy of the load calculation also, but he never asked me for it, and only demanded to replace with a 5 ton system.
Message sent June 16, 2014 2:08PM
I am sending you this email to clarify what I perceive to be the issues that are outstanding. I again apologize for the fact that I did not call you on the weekend after we met on Friday (June 6, 2014) to share the results of the Manual J calculation that yielded the results of a 4 ton system instead of the 5 ton that we originally thought based solely on the size of the initial unit that was installed when the home was built.
First we did install a 16 Seer unit consisting of the following items, 4/5 ton slab coil (4TXFH063), 4/5 ton variable speed furnace TUD2C080A9V4, 4 ton condenser (4TTR6049). We also replace the thermostat, and plenums with sheet metal, and installed dampers on all the outputs for future air balancing if required. In addition we fixed the airflow into the two back bedrooms by replacing the duct box with a sheet metal Y, and increasing the size of the feed duct to the Y, as well as running the 5" laundry room duct direct to the plenum. I did recommend the replacement of all the duct boxes since they are known for leaks, and highly inefficient relative to airflow also, however you said that due to cost concerns that you could not afford to do that at this time, but would deal with that later.
Post install you called me to tell me that due to the install of a 4 ton system you wanted a refund of $2000 which I told you was not a possibility, and you repeated that you wanted a 5 ton system like you had contracted for. I then told you that I would go ahead and install the 5 ton system which would consist of replacement of the condenser with a 5 ton XR16 (4TTR6060). You called me back the next day and for some reason thought I said I was replacing the compressor only and that would void the warranty, and I told you again that were doing the whole condenser on Saturday (June 14). The next day you called me again, and told me that the furnace and coil were not 5 ton units, and I said that we need to confirm what I told you about them being suitable with Trane, but you wanted a 3rd party involved at my expense which I did not want to do. I then told you that I will not do anything until you tell me specifically by model number what coil and furnace you think is acceptable for a 5 ton system, and I would review your findings, and proceed if in agreement. So far I do not have any inputs from you on acceptable units, so I suggest the following options.
1. Since 4 tons is more than adequate, it seems silly to replace it with a 5 ton unit that will potentially give you high humidity, but cool properly, so I suggest we will replace the rest of the duct boxes with sheet metal Y's to fix the air temperature issues that you have noted on the ducts that did not receive a sheet metal y. In addition seal all the boots to the attic to prevent airflow of humid attic air into the home.
2. Keep the 4 ton system, and I will give you a credit of $501, which is the difference between the 4 and 5 ton units from the pricelist that I quoted you from on Friday, which includes the maintenance credit of $199 since you already have a current contract.
3. Replace the condenser outside with a new 5 ton unit (prefer not to do since you may have high humidity problems) 4TTR6060, and review a suitable coil and furnace after you decide what is suitable and we agree on it.
I feel these are all reasonable options, and I do want to make you happy with the system that you have purchased. I would appreciate it if instead of talking to other people that may know be totally knowledgeable on Trane AC units and suitable matchups, and deal directly with Trane to get your inputs. I have copied the Trane Sales Person (**** ********* on this, and he has a Regional technical resource to call in if necessary to assist us to confirm opinions, and make sure that they are facts instead of simply opinions.
I have also attached a copy of the AHRI certificate for the system that is currently installed, and I have a copy of the manual J, which determined you need 3.8 tons of AC, and 50KBtu of heating. The current furnace has the airflow and total heat capacity to scale to 5 tons also. (64 Kbtu net heat)
(The consumer indicated he/she DID NOT accept the response from the business.)
The business owner ******* ****** has lied about everything he states in his response to you. I am only allowed 9000 characters and can't do his lies justice for that amount of characters. He provided above . He fraudulently installed a lower sub-par system not per contract, deceitfully so without notifying customer, and lies about all instances of doing load calculations. He did not obtain a builders permit to install the system which violates his licensing act. He also violated 7 other parts of his licensing act and is being investigated by his licensing board Texas Department of Licensing and Regulation (TDLR). He is also under investigation by the Texas Attorny General for fraud and deceitful trade practices. He did not follow industry standards for installing the system. The system was not charged correctly causing condensation on the pad outside. This leads to shorter life of the compressor (fraud and deceit again). The drain line for the condenser coil in the attic is not done correctly either causing whistling in the drain of the sink and possible sewer gas expulsion into the home. There are several vents that are not putting out cold air which indicates poor air flow to those vents because of an inadequate blower/output of air. In short, this business owner has committed fraud and deceitful trade practices. Per BBB standards of conduct, this business should not be accredited by the BBB.