Complaints

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• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [BBB Transcription via *******] I bought my house in 2021. Heating was with base boards and no air conditioning. I decided to install a heat pump system for both heating and air conditioning. The system never properly worked since the day of installation. I called them couple times after installation they came and refilled the refrigerant and said it is normal when system is newly installed. After the refrigerant refill it worked on and off a little, I supplemented with base board heat, in summer it did not cool at all. I called them the service technician came, I asked him if he should check the lines to see if there is a leak. He said it is newly installed about a year ago he is sure the lines are OK and he should check all 5 heads. He did that, took him 3 days and said there was a defective part in the one he checked last that he changed it and refilled refrigerant and received a bill for 1149 dollars as labor warranty was expired after a year. I paid that, the system worked so so with declining efficiency. That was summer of 2024. Now December of 2024 the system is not working again. I am freezing in the house. Called them again, this time technician went upstairs checked the lines there was a huge leak. I have pictures and my neighbor is a witness to all these. The system did not work properly since the day it is installed, I paid some in cash and some loan and I am still paying for a system that does not work. Now I am also informed that my pump will only work down to ********************************************************************************* that the pump will efficiently work to 20 F. Why would I even consider a system that will not work below 32F in **** knowing our ******* here?

  

  Business Response

  Date: 02/12/2025

  Ms. ****,
  We provided you with a traditional air conditioner, air handler and ductwork system. You then requested a higher SEER rated system and a mini-split system. At this time the primary reason for your quote was to get air conditioning as you had baseboard heat. You chose to go with the mini-split system that would assist heating your home with your baseboard and provide you with the cooling you didnt have.  The system was installed the end of April 2022.
  After the installation there was an issue as you were trying to heat one part of the house and cool the other part of the house. This system isnt designed to do this and it shut down.
  Our 1st call out was due to water leaking and yes,the condensate pump failed, and we replaced this, you were not charged for anytime.  The next call was September *******, for the mini-split not working, the batteries in your remote were dead. Yes,you were charged for this call as batteries are not warranted, and the one-year labor had expired April 2023 per your original contract. The next call was December 19, 2023, and we found a defective flare that was replaced under warranty. The refrigerant and dye are not covered under warranty and again the labor warranty had expired April 2023 per your original contract. The next call was December 19, 2024, for mini split not heating. Yes, we found a union in the attic leaking and the unit was repaired under warranty. The only charge you had for this call was to clean the unit as the outside condenser was extremely dirty.The last call was for no heat in a bedroom and the system was working fine.

  
  The system works as it should. We are confused as the only complaints on record are about heating and nothing about cooling issues. Again, this system is a supplement to your existing baseboard, not a replacement for it.

  
  We will not be reimbursing you for anything as the system works as it should to supplement your baseboard, not replace it.

  
  A recommendation is that you have the system serviced regularly, if not by us, by another contractor to maintain it working at its best performance.