Complaint New HVAC unit fails to control humidity. Company has dismissed our concerns. In November I purchased a new HVAC system. Since spring, it has failed to control the humidity. This is causing potential health hazards as well as compromising the integrity of the home. I contacted the company and they sent one tech after another and each time failed to solve the problem. After speaking to the service manager, I anticipated a resolution. Instead, I have never heard back from him. It took an HVAC from a rival company to explain the problem. I live with regret over my decision everyday as the humidity exceeds the standard for a safe and healthy home.
Desired Settlement I sincerely regret the purchase and should have went with another company.
Business Response Contact Name and Title: Brian B*** Contact Phone: XXX-XXX-XXXX Contact Email: *****@roscoebrown.com We sincerely apologize for Mr. ******'s experience with his new unit. We have been in contact with Mr. ****** and have escalated his issues to the manufacturer of the equipment and are aggressively pursuing a resolution to his issues. We will absolutely stand behind our warranty and address his issues.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Roscoe Brown sent their field supervisor out on two occasions. neither time did I receive any invoice to confirm the visit. The gentleman was extremely friendly and assured me every effort is being made to resolve the issue. So far, no contact regarding manufacturer visit. I find this unacceptable that an HVAC company cannot determine on their own whether the unit is defective. We paid for a product that does not function properly. It appears Roscoe Brown is transferring the blame for a defective product on the doorstep of the manufacturer.
Final Business Response As a Factory Authorized Dealer, Roscoe Brown works very closely with the manufacturer in diagnosing issues with the operating efficiency of equipment. We are by no means transferring blame for a defective product and will stand behind the first year warranty even if the manufacturer chooses not to.
In order to remedy the operating efficiency issues, Roscoe Brown has offered to replace Mr. ******'s unit with higher efficiency two-sage equipment at no additional cost. We are currently waiting on Mr. ******'s acceptance of this resolution.
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the proposed resolution. I believe this offer is being presented in good faith and hope it resolves the issue. I would like the specifications on this two stage unit.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in 45 counties in MiddleTennessee and Southern Kentucky. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
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BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
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