Complaints

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• Initial Complaint

  Date:08/11/2025

  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.

  Installed a new HVAC unit in July of 2022 that has not worked properly since it was installed. I paid $16000 for the unit and also paid for them to check the duct work and seal the trunk, etc. It was either installed incorrectly (I heard the lead guy on the phone asking how to wire it.)and or it is a bad unit.They have replaced the fan and the board trying to correct the issues.The regular tech said he would replace the thermostat next. I called on July 28 to have the tech come out when he could to replace the thermostat because I had condensation again on my vents and the unit was not performing as it should. At one point it even showed an error code that when I research it, it meant the unit had turned its self off. What if I hadn't been here and was still working 12 hours a day. My house would have been an oven and my dog would probably be dead. The thermostat continually shows multiple error codes ...some hundreds of times. A unit that is barely 3 years old should not have this many problems. With the condensation problem, I now have to worry about moisture in the duct system...could be why I have had a sinus infection the past few years around this time....because I never had this problem before.. The techs have given all kinds of excuses... it is hot, it's humid, it's storming etc. I am well aware of the conditions and they are the same for everybody. I have had to run multiple fans, air purifiers, dehumidifiers, bought cooling pads for my dog and cooling sheets, etc to keep my house livable. No one else is having to do all these. These houses are basically the same...except I have all the all the extras added. Office manager was supposed to call me back on the 28th and never did. I sent an email to **** ****** on July 31 then mailed a copy to her on August 5 asking her to respond in 7 days with a plan of action to get things corrected and honor the warranty. They didn't have to common courtesy to even acknowledge the email or respond at all.copy uploaded

  

  Business Response

  Date: 08/22/2025

  we replaced the motor module for the blower motor that was in warranty but the labor was out of warranty, but we installed it at no charge to her anyway.  
  We also changed the control board for the furnace that was in warranty but the labor was out of warranty, again, we installed it at no charge to her.  We made multiple service calls to her home at no charge as well.  
  Other than the blower motor and control board, we have not found anything that needed repaired for the system to operate per manufactures specifications.  Mrs. ***** has requested service this past summer due to lack of cooling but refuses to pay a diagnostic fee.  Her unit only had a one year warranty on the labor and 10 years on parts.  Nothing was ****** to our attention concerning the condensation in her ductwork until this letter.  The condensation on the outside unit was brought to our attention, but  it was running as it should under normal operation.
  

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23729245
  
  I am rejecting this response because: statements are not true/incorrect . See attachment

  I have a maintenance agreement that I pay for each year that cover some of the visits.
  They were made aware of the condensate problemthat is why the blower motor and the board were replaced to try to correct the problem! ( I called the office in April of 2023 about it and Guy knew about it in 2023 ..hence he replaced the above mentioned parts) 
  I paid $99 on 7/31/24 Invoice #******  Standard Diagnostic Fee  because of the condensate and was told it was the motor and  it was on back order. Guy also said it would be a follow up visit to install it so there would be no charge
  Motor was replaced on 11/19/24
  Board was replaced on 12/10/24 with 30 days of previous visit so no charge
  Guy is the one that said the thermostat needed to be replaced.
  As I told the office manager on the phone and I stated in the email I was going to pay the diagnostic fee (less an online coupon) for Guy to replace the thermostat since he said that would be the next thing to try to try to fix the condensate problem
  Never did I request service specifically for lack of cooling as they stated. I have said the system is not performing as it should condensate on the vents and then turning itself off!!
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 08/27/2025

  They are not addressing the fact that key components are having to be replaced on a unit that was barely two years old at the time of diagnosis. I didnt pay $16000 for a unit that is defective and needs replacement parts almost immediately.

  Regarding the motor replacement that was on backorder, had to call to check on it because I had heard nothing from them. Magically it appeared and was installed on that day.

  I dont believe the unit is operating per manufacturers specifications when there are multiple error codes almost daily..some hundreds of times, I have condensation on the vents and the system turned itself off. That does not sound like normal operation 

  I did not ask for a new unit when I filed the complaint mainly because I dont want the hassle and they would also have to replace the extra insulation I had installed at their recommendation if they had to remove it or disturbed it. Plus I dont want them back in my house because I no longer trust them. I could ask to be compensated for a new unit and additional compensation for the stress, illnesses this has caused and lack of responsiveness and consideration on their part.