I had duct work done, and this company made one mistake after another, had horrible customer service, and the quality of service and product is subpar
On 3/30/15 a crew of 4 people came out to do the job and I was told the job would be complete before they left that day. However not only did they have to come out on 3/31 they also had to return on 4/3. All more time I missed from work and from being able to attend a family trip to Universal Studios. Still today I am left w/ a job that is not complete. During the complete job I had to go behind the crew and have them correct one thing after another. A job that their led guy **** should have been handling. Yet being that **** and sales rep. ****** could not agree on the design of air flow for the garage, Omar developed an attuide towards me and the job he was here to provide. On 3/31 when **** and his crew return to finish up the work they came in and only finished up the one vent in the garage.
List of things left not complete;
1) 2' X 4' hole that was put in my garage ceiling when one of the workers fell through on 3/30. This allowed all air conditioning to escape into the attic and hot air to enter.
2) Did not fix 5' crack left in laundry room ceiling and wall
3) Did not install air filter in one of the two air returns
4) Left copper tubing in attic
5) Did not mastic the new return
6) Did not mastic the bottoms or back sides of the air supplies
7) Did not reinstall the fire safety switch in the air return( was just left lying in the insulation in attic
8) Did not change out the air vents as quoted
9) They broke and reinstalled my air purifier upside down with the cord mastic behind the tape for the air supply
10) They did not clean up all the insulation in the garage which was covering speaker boxes, table saws, leaf blower, etc.
11) They left all vents filled with insulation. This then blew through my house when I turned the system on.
12) They did not test the unit to see that it was operation properly
13) They left a 2''x 2'' hole behind the thermostat. Allowing hot air from attic to throw the thermostat off and the system to run constantly.
14) They left piles of insulation in the new water pan which would only plug the drain line
15) They did not bring the
16) They left empty mastic containers and brushes in the attic
17) Did not hang all the duct work
On 4/1/15 I called ******** office to bring all these issues up and spoke with *** ******** himself. To my surprise he instantly got defensive saying,'' yup we just do xxxx work and are xxxxxx people''! Shortly after I got a call back from **** the service manager and he arranged to come out and see for himself how the job and my home was left. He was in disbelief at it all. And told me he was floored when he walked into the office and herd the conversation between *** and I. *** had the conversation on speaker phone for all to hear. **** apologized and assured me that he was going to be sure that the job was finished up properly and that I would be completely satisfied once the new crew of 2 fixed and finished what the original crew had left. However after this crew left I am still left with the copper pipe in the attic, the drywall was hung and only mudded. They did not sand it or apply the popcorn texture that exists in the garage. The crack in the laundry room was caulked not re-pop corned, and the crack in the wall there was just left as a crack in the wall. Not one of the vents in the house was changed out as quoted. And I have a vent in one spare bedroom and one in the living room that sounds as if it's a blow drier.
I am seeking a refund.
IN RESPONSE TO THE COMPLAINT FILED BY MR. CLAY ***
On 3/23/2015 we were onsite to perform a full duct and system replacement for a neighbor of Mr. ***'s. The neighbor was very happy with the work performed by *****'s, therefore, Mr. *** approached the *****'s employees who were finishing up their work at his neighbors home.
Mr. *** solicited the *****'s employees to do side work as he also wanted to replace the ductwork in his home. The *****'s employees politely declined and directed Mr. *** to call the company to schedule an appointment.
Mr. *** did call and schedule a Free Estimate for Duct Replacement. On 3/25/2015 our technician, Victor was dispatched to the *** residence to perform the free estimate. After the price was agreed upon, Mr. *** asked if the job could be done in one day. Victor explained that we would send two crews, which would consist of 4 people and would do our best to get the job done in one day, but said it may take two days because duct replacements are very labor intensive.
Mr. *** scheduled the job for 03/30/2015. Two crews were onsite with senior installer, Omar, as the lead foreman. After removing the existing ductwork, it was discovered that one of the ducts that Mr. *** and Victor agreed to replace, would not fit in the desired location. After Omar explained the situation to Victor, Ron I. and Mr. ***, a new location was agreed upon. The duct was installed leaving a hole in the drywall that would need to be patched after the job was completed.
In a separate issue, while working in the attic, a crew member's footing slipped from a rafter causing him to inadvertently step through the drywall ceiling. This damage was near the hole needing to be patched and was going to be fixed with one sheet of drywall. That evening, Mr. *** told the crew not to worry about the hole created from crewmember stepping through the ceiling, because he would fix it when he fixed the original hole from the duct relocation.
After a long and difficult day, the crew wrapped up their days work, completing as much as they could on 3/30/2015 and returned on 3/31/2015 to complete the remaining tasks and finalize the job. Upon completion, Omar was not able to get the unit running. Senior technician, Tim, was dispatched to diagnose the issue. Tim determined a bad thermostat wire was the culprit. A new wire was installed at no cost to Mr. ***. This corrected the issue. The ductwork replacement was completed and the unit was up and running properly.
Mr. *** signed the invoice stating the job was complete to his satisfaction. He then signed the financing agreement with Synchrony Bank agreeing to pay for the work performed.
The next day, 4/1/15, Mr. *** contacted our office with a list of complaints that he wanted addressed. He informed us that he filed a dispute with the financing company, refusing payment. He also had expressed his frustration with missing a family event at a orlando theme park due to the install taking a second day. We did advise Mr. *** in the beginning that it could take more than one day.
Our Service Manager, Chad, was dispatched to his home. Chad reviewed the work performed by our install crew as well as Mr. ***'s list of complaints. After review, Chad and Mr. *** agreed on adjustments and repairs to be made in order to ensure Mr. *** was left as a happy customer. Mr. *** agreed that he would sign the paperwork releasing the dispute so *****'s could be paid for the work they had performed. Additionally, Chad presented Mr. *** with a 3 day family pass to the Lowry Park Zoo to compensate him for missing his family event due to the install taking a second day to complete.
On 4/3/2015 a different crew was dispatched to make the agreed upon modifications, per Mr. ***'s request as he stated he did not want Omar working on this job. The crew was specifically directed to not leave the job until Mr. *** was completely satisfied with the work performed. All work was completed per the agreement between Chad and Mr. ***, including replacing the dry wall to repair the holes which Mr. *** previously stated that the crew need not worry about, because he would be repairing it himself.
After Mr. *** reviewed the work performed ensuring his satisfaction, he was presented with the paperwork he had agreed to sign once everything was completed to his satisfaction. This paper work needed his signature to remove the dispute from Synchrony Bank, allowing *****'s to obtain payment for the job performed. This was per the verbal agreement made between Chad and Mr. ***. Once again, Mr. *** changed his mind, stating that he was not going to pay until the job passed the city inspection and refused to sign the paperwork.
The city inspection was scheduled for 4/16/2015. The same crew sent out for the final modifications and repairs, was dispatched to be onsite during the city inspection. This was done to make absolutely certain, if the city inspector found any issues that needed to be addressed, they would be done so immediately. The inspector went through the work performed by *****'s. No issues were found, no problems were reported and the inspector deemed everything done properly and "up to code". The job passed inspection. The inspector even went as far as complimenting the crew on the excellent work they performed.
The job had now been officially been completed 100%.
- *****'s had addressed each and every concern Mr. *** presented
- The drywall repairs, previously stated to not worry about, were completed
- The thermostat wiring was replaced at no cost
- The job passed final inspection by a city inspector
- Mr. *** was given a complimentary 3-Day Lowry Park Zoo Family Pass as a token of our appreciation for his business and to help make up for the family event he missed during the second day of the install
Now that the job was complete, Mr. *** was again presented with the paperwork, Mr. *** said he would not sign until after "it passed ************* Mr. *** ONCE AGAIN went back on his word and refused to sign the dispute release, saying he wasn't going to pay for it.
He went as far as threatening *****'s, that if an attempt was made to collect payment, he would file a BBB complaint and post negative reviews online and on social media sites. Mr. *** did hold true to his word and filed a formal complaint with the BBB and posted negative reviews on Facebook.
We strive for excellence in every facet of our business. We put our customers and their satisfaction first and foremost. We aren't perfect, we are human, however, we stand behind our work and will do whatever it takes to make things right by our customer. We addressed each and every single complaint Mr. *** had presented to us. We followed through on our promise and commitment to him. We went as far as providing Mr. *** zoo passes for his family, which he gladly accepted for his inconvenience. The job passed inspection with the city.
We now question if Mr. *** ever intended on paying for the work completed at his home from the get go. He tried to persuade our employees to perform work on the side without the company's knowledge. He immediately filed a dispute and he never followed through on his word to remove the dispute even after all concerns and requests were made including the passing of inspection.
PLEASE NOTE - There are points listed on the formal BBB complaint which were never brought to the attention of anyone at *****'s Heating & Cooling. These items were added after the fact. We only learned about these complaints during the review of the letter sent to us by the BBB and there for cannot guarantee the legitimacy of those complaints, nor will we attempt to address them without actually seeing the issues Mr. *** is claiming.
One example of this is the issue regarding the copper line being left in the attic. The copper line remaining in the attic is from the installation of an a/c unit which was done in the past. *****'s performed a duct system installation, not an a/c system installation. At no time was it discussed, request or implied that *****'s employees were to remove old copper lines. It is assumed the copper was actually left in place when, as Mr. *** stated to our technician, he and a friend had installed his air conditioning system themselves.
It seems Mr. *** is grasping at straws in order to defame our good name so he can receive free materials and labor.
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to begin by noting that the attacking of my character and my financial means and intentions is slander. The insolence portrayed by the responder in this note is the exact resistance I received when I asked them to address the multitude of problems found in the work they did. They did not care about my customer satisfaction; they were immediately defensive and verbally hostile in the exchanges made. Grasping at straws? I have pictures of the work done which I will submit, and I have since reviewed other complaints about this company indicating a pattern of some of the same complaints. This is not about non-payment; this is about a company taking advantage of a consumer and believing they can do whatever they want and not be held responsible for it.
As a consumer, I have rights, and it is my right to not be taken advantage of by a company that promises one thing and provides another; an inadequate and unacceptable job and customer service.
1) It was never agreed that they would NOT have to patch the drywall. As the work order from 3/31/2015 clearly states, "home owner will repair drywall from vent." At no time did I state I would repair the hole caused by their crew falling through my ceiling. Most of the people on site doing the work didn't even speak English. So I want to know where you are getting your misinformation what was and was not exchanged. The crew I got a quote from was NOT the crew that did the work, and they were fighting between themselves about disagreements about the job; completely unprofessional.
2) Stating that the work was unacceptable, etc. and noting that as a consumer I am not happy and therefore not paying for a substandard and incomplete job was something that should have been met with care and concern. It was and is NOT a threat. Your suggestions are slander. Would you pay for something that didn't work? Would you pay for a job that was incomplete? A job that is shoddy? I have excellent credit, I always pay all my bills, and for you to suggest otherwise ridiculous and out of line.
3) I was going to do the work myself, however, chose to hire a contractor to eliminate the hassle and work from my commitments. I am not a customer that you can tell "We did the job and it is done right," and expect me to be taken advantage of. I did check the work, I know what to look for and already had my own plan created for the work. I know a high-quality vs. an inferior job when I see one. All of the "additional" items noted were reported, I have called and texted on several occasions. At the end of the day I, the customer, should not have to go behind a crew acting as a superintendent. All my complaints are issues that no tech or professional should leave undone and to be corrected. Had I been an elderly person who was unable to crawl around an attic I would have had a system on its last leg in no time!
4) The stated lowery park zoo pass was firstly not what you wrote it to be and secondly, I told them I didn't want it, would not use it and would donate it, because in no way did that make up for my loss of a day planned at Universal. In their response they say the tickets were given because of the SECOND day of work. This is mentioned a few times throughout their response. The work was to be done on 3/30 and if need be 3/31. The tickets were offered when they still did not choose to do and finish the work properly. I had no problems and my schedule was open for the possibility of them returning the 2nd day. The tickets were offered to me on 4/3/2015 when the crew had to come out for a 3rd time to fix the list of things that your service manager Chad quoted as being, "completely unacceptable!" Still to this day I have duct work where the tape was not even sealed in my laundry room and you can feel cold air pouring into the attic. Photos will be attached to show just how the job was left coming into their 3rd day out and after.
5) Regarding the thermostat wire: The unit was discovered not to be running while the crew wrapped up their 1st days' work (3/30/2014). Before leaving for the day they wanted to run the system and could not get it running. So they decided to have the service tech out the next morning. The tech decided that the wire was more than likely pinched while they did the tear out and just went ahead and replaced it. My unit WORKED JUST FINE before they started their work, the crew damaged the wire because THEY caused it not to function, so yes, why would it not be fixed free of charge? I mean one doesn't go get an oil change and have the workers drop and hoist on your car and you're the one to pay for the damages! Do you? In the attached photos you can see how the tech left a 1-1/2 x 1-1/2 whole behind the thermostat which causes the system not to register the correct temps. In effect this caused my system to run for 2 days non-stop until I discovered this issue w/ Irena's "professional" work!
6) As far as the statement, "Mr. *** signed the invoice stating the job was complete to his satisfaction. He THEN signed the financing agreement with Synchrony Bank agreeing to pay for the work performed." As most other paragraphs in their response this is a lie, and yet they accuse me of grasping for straws. I have all the work orders and dates and you can provide documentation that proves that I signed the bank agreement on 3/30/15 prior to the work being started not after they THOUGHT they had completed the job on 3/31/15.
7) Another issue I just recalled. Sorry with all the problems its hard to recall it all! But when I contacted your office on I believe 4/1/2015 I gave them the list of everything I had found wrong at that point in time. It included Mastic problems on return grill, supply plenum, return plenum, and various ducts. It also included the copper pipes in which you reference. Speaking of that. Ever crew on every day was asked about removing them and each and every person said it was no problem. It just was never done. The list included a system check and cleaning being the return left the way it was. This would allow insulation to enter my system. The other thing I had listed was the air purifier light that was installed in my air supply upside down and completely smashed. The power cord as seen in attached photos also show the power cord for this way taped and mastic behind one of the main air supplies. This in return ALLOWS it to leak, causing condensation and mold in the duct work. That day I was told a crew was going to be out on the 2nd to fix all again. I was asked if there was anything else that needs to be done. I let them know that as a customer it's not my job to make a list of things to be done. I was being charged by a company that was to come in and supply me with peace of mind that a job was going to be done right and right the 1st time. The next day not until somewhere around 4pm in the afternoon did a team of 1 show up to do the work. He came in and had NO idea what he was here for except the light. Which he in return did not have the equipment to even fix that! So no it was not just 3 days I lost on a maximum of 2 day job it was 4!
8) Moving onto the city inspection. More lies! The inspector came in and went up the ladder looked around asked the crew to strap up one line and she was basically done with the inspection. She was complaining it was hot. I then advised her of the situation I had with the installation and said I would prefer a more thorough inspection. She advised me she was not crawling back there. My question there is how are you going to inspect something and not go to the area of work performed? Either way, I then advised her that the return they had told me on two occasions had been taped and the mastic was applied over the tape, actually also had not been done. The Irena's crew member spoke up and said yes I did that the other day. That's when I instructed him that I had just been back there and it was not! I then notified the inspector of terrible leaks in the back of the air supply. She noted these issues asked them to complete that and she was on her way before the work was even done. In all the days the crews were on my property there was never a permit posted. She was just going to fill it in on her computer. They wrote, "No issues were found, no problems were reported and the inspector deemed everything done properly and "up to code." Once I'm able to obtain her report I will post it and we can see things again aren't what their response says! During the inspection is the point at which I had enough of Irena's not doing and performing the work agreed upon and now I just want out from under them so I can have a new company come in and finish and correct what was not done and was done inadequately.