Complaint Category: Improper or inferior repair
Complaint: WARNKY INSTALLED A NEW A/C.DID A VERY SHODDY JOB. CRACKS KEEP APPEARING AND LOSING AIR.THEY RETURNED 3 TIMES TO REPAIR & SAME THING KEEPS HAPPENING.
PURCHASED APPROX. MAY 29, 2012. COST APPROX. $2,490. PAYMENT WITH MASTER CARD. INSIDE UNIT LOSING AIR FROM CRACKS ON DUCTS ON SIDES OF A/C UNIT. THERE WAS NOTHING WRONG WITH SIDE DUCTS TO BEGIN WITH. SOME KID ON HIS FIRST OR SECOND DAY ON THE JOB APPLIED THE ADHESIVE AND DID A TERRIBLE JOB, VERY ROUGHLY DONE. WHERE AS IT ONCE WAS NICE AND SMOOTH. ALSO DID PARTIALLY THE SAME TO MY GARAGE CEILING ABOVE THE UNIT.
Business' Initial Response
On 5/26/12 I gave Mr. ******* an estimate to replace his Air Conditioner. Because of the age of his system and condition of the unit, I did not recommend replacing the ductwork, electric or line set. As you can see both the signed invoice and estimate indicate "to existing lines, electric and ductwork", Mr. ******* did not wish to pay for, nor did need the plenums replaced.
The installation took place 5/29/12, went perfectly fine and Mr. ******* paid in full(which I venture to say he would not of had there been anything "shoddy" as he suggests). The only issue the technicians had during the installation is that the code had changed since Mr. *******'s original installation and the new Florida Building and Energy code required the plenums(the duct work boxes that seal to the air handler) be sealed with mastic(a fiber reinforced paste that drys hard) for a distance no less than 30" from the air handler. Mr. ******* did not like this, nor did he want us to use it, but as we ALWAYS work to code and ALWAYS pull a permit, we had no choice but to do the job to code.
On the 30th of May 2012, Mr. ******* called stating that some tape had come loose at the point where it attaches to the air handler. We use a pressure sensitive tape and apparently enough pressure had not been applied. So, we rushed right out on the 31st and repaired the issue. The unit was inspected by the city, passed without a single defect, the first time and there was no other issue until May of this year.
Early May of this year, Mr. ******* called screaming that the same problem was occurring and we needed to come back out. Because he is under a 2-year labor warranty(double the industry standard), we happily scheduled him. On May 10th my technician found that there was a cut in the plenum in no way similar to the problem or part of the work we did. This was actual damage to the plenum, but it also was in an area that was part of his original ductwork which would not be under warranty. Mr. ******* had painted the plenums grey, and the cut in the plenum was not tape coming off as he had indicated, it was 26" away from any work we did and it was, due to the plenums being painted, was very obviously, where something had scratched the paint away and sliced inward. There was no peeling or flaking, and the original tape from when the plenums were built can be seen in the photos running the opposite direction. My technician called me and I told him to go ahead, as a courtesy, and repair it free of charge since he was already there. Mr. ******* refused to allow us to repair it and refused to allow it to be masticed. He wanted entirely new plenums.
Retrofitting plenums is like reinstalling the air handler, and we would typically charge $400 each to replace them, but I authorized my technician to give Mr. ******* a price of $200 each which is materials only. As the work we did was still perfect and intact, I did this as a measure of goodwill, but Mr. ******* was not satisfied. So, he called the head city inspector who told him the work was quality, mastic is difficult to work with but it is required by code, and that we gave him an excellent price for the plenums and were a good company. I know all this as the head inspector called me to let me know of the conversation. Of course this did not support Mr. *******'s desires so he then contacted the BBB.
Mr. ******* is requesting we give him something he does not need, and that we do it for FREE based on his claim that our work resulted in the current need for repair. however, our work was exactly as contracted, not "shoddy" in any way, and 100% up to FL building code. The portion in question is not even part of the work we did. I can't imagine why he would even want my company to do that type of work if he feels the work was poor, but what he is asking is for us to rebuild his plenums, ignoring FL Building code and to not seal his plenums with mastic. I will not do that.
It is obvious, by the pictures, that this damage is not poor workmanship, but is the effect of something cutting into the plenum. However, since this is not part of his installation or the work we did(it is his existing duct work) it has no warranty from us. Mr. ******* still has a complimentary clean and check, and I am still willing to seal the cut with tape and mastic, as ***** offered to do on 5/10/13, FREE of charge while we are there. He can call us anytime to schedule and we'll take care of this for him.
******* * ******
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
THE PROBLEM HAS NOTHING TO DO WITH THE MASTIC TAPE. IT IS THE ADHESIVE PASTE THEY PUT ON TOP OF THE PLENUMS/MASTIC. KEEPS CRACKING AND AIR COMES OUT. I DID NOT SCREAM A THEM AND THEY ARE NOT BEING TRUTHFUL. BOTTOM LINE PEOPLE SHOULD BE WARNED OF WARNKY, ARE HIRE ANOTHER COMPANY.
Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.