Longhorn installed a 16X25 combo return instead of the needed 16X20. Now we are growing brown mold around the vents because of improper air flow.
We initially contacted Longhorn about this issue. They blamed us for not changing filters frequently enough. Since their visit we have changed them every 6 months like clock work. The mold has gotten worse. After consulting a reputable heating/ac service company we have learned that the combo return plenum is the wrong size (too small) for the units longhorn installed when the house was built. Air does not flow properly and that provided the ideal circumstances for mold to form. It will cost us $1500 to have the problem corrected, plus we will have to pay to have the air ducts professionally cleaned. Longhorn should be held accountable for improperly installing this equipment and should fix it free of charge AND pay to have the ducts properly cleaned since it is their error that has lead to the mold growing.
I want Longhorn to come install a 20X25 combo return plenum to both air conditioning units free of charge. I also want them to pay the professional duct cleaning service provider of our choice to clean the mold from the air ducts.
The systems at the above address were started up on 07/28/2008, we were called to the house on 6/25/2010 for "customer reports mold in the duct" We found mold inside the boot on the insulation. We recommended that the boot get changed out. Informed customer that Longhorn would supply the materials but they were responsible for Labor @ 75.00 hr, the job would have taken about 1.5 hrs. Office tried to schedule the job many times. By 8/5/2010 Customer never scheduled call so the office closed out the ticket. We were called and scheduled to return to the home on 10/12/2011. We Changed out the 10x8 boot and grille for the upstairs guest room. 2 other boots in living room were wrapped properly. Found both of the 16x25 filters very dirty. Longhorn charged the customer $0.00 for this. Longhorn recommends the homeowners change that filters every 3 months, they can possible get longer use out of them if they do not have animals or children in the home. The 16x25 filter bases/boxes are standard and have been installed in many houses without any issues. We can offer the customer 20x25 filter boxes and we will change them out for a nominal fee. But duct cleaning is up the the homeowner to have them periodically checked and cleaned if it is deemed necessary. The homeowner states that they feel like a 16x20 should have been installed, we feel the 16x25 box the is installed fits the best. Also Longhorn has not heard from the client since our visit in 2011.
Longhorn Heating and Air
This complaint has not been resolved. I need to reopen the case!
We have tried numerous times since filing the complaint to speak with the vendor to sort out this issue and we are left on hold for more than ten minutes at a time while being told "***" will help us. He NEVER comes to the phone. This company insists on blaming us as homeowners for a bad installation.
We have been asking for Longhorn to resolve this issue for over 2 years. They have sent a technician to our house multiple times, and were either unwilling or unable to properly diagnose the problem. Instead they pointed fingers at us, the consumer, and claimed we were not properly cleaning our air filters. We had no choice but to find a 3rd party company to come in and diagnose the real problem. It took them less than 10 minutes to see that the problem was indeed air flow, but it was not caused by a dirty filter, it was caused by a faulty installation of the AC units. The units need to have air intake to properly function, and in our case these large units needed a lot of air. Longhorn for some reason shrunk the duct work going into the air intake, so that instead of getting the air it needed the system was being choked. I have pictures of the installation. It is easy to see that the installation is incorrect. There are 4 inches of air intake that were not being utilized because of the bad install. So Longhorn was correct that air flow caused the mold problem, but they caused the airflow problem, not us.
I would expect the BBB to actually hold companies accountable for their mistakes. We all make them. As a consumer I need a way to know if a company is credible or not. When we open an issue like this, and it is simply closed, I question the validity of the BBB.
The fact is Longhorn made a mistake. We reached out to them to fix the mistake multiple times. The last time I called them they left me on hold for 15 minutes before I finally hung up. Clearly this is not an issue they have any interest in resolving as a credible company. So, if the BBB is doing it's job consumers should know that Longhorn at least on one occasion has done poor work, they were unable or unwilling to resolve the issue, and their lack of response caused us the consumer to have to resolve the issue on our own, and it also caused us additional issues that we now have to deal with. In particular getting mold cleaned out of our air ducts, off our our ceilings, and out of the boots which since they have insulation on the inside means the boots will probably have to be replaced.
All of this because Longhorn did a bad installation of our AC units.
The only satisfactory way to resolve this issue is for Longhorn to own up to the mistake, and properly reimburse us for the cost of the repairs to the unit, as well as the cleanup of the issues it has caused.
If the claim by Longhorn is that their installation could not have caused the mold I have 2 questions for them.
1) Your technician claimed that airflow being restricted by a dirty filter caused the mold. Would't the fact that the intake was the wrong size have a pretty huge impact on the airflow, and wouldn't that restrict airflow more then a dirty filter? The other companies we have talked to lead me to believe it would.
2) If a company like Trane designs a unit with a certain opening size for the air intake, wouldn't it make sense that your installation would actually fit that size, instead of making the intake smaller? .
We have already noticed a significant difference in the amount of cool air that is being pumped into our house now that the units have the airflow they were designed to have. So it's no longer a question of did the installation restrict airflow, we know it did. So we know the installation was incorrect.
The only question now is does Longhorn stand behind their work, and fix their mistakes, or are they a company that customers should be warned about. Based on our experience they are a company that consumers should be warned about, and I was under the impression that was the purpose the of BBB. Which is why we opened the case to begin with.
This is not a closed issue as far as we are concerned. This company did wrong, and they either properly deal with it, or their BBB rating should be effected.
XXXXX ******* *****
Frisco, TX XXXXX