Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/17/2022

  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.

  I ran out of room here, please see Document titled 'AC Complaint' for further details. In September 2021, I decided it was time to replace my old AC unit. I had no idea how old it was and had replaced the motor that summer. I work from home and having a working AC is important to me. I got quotes from several different companies and decided to go with Intelligent Design. I picked them for several reasons. The unit had the best warranty I had found. Intelligent Design seemed very interested in customer satisfaction and there was also a good labor warranty. The contract presented to me looked like I was covered in costs for 10 years, plus I was going to be saving money by using a solar panel to help run my AC. See document titled ‘Contract’. The system was installed in November, and there have been several issues with the system since then.
  1. I have never saved any energy from installing a new system, and it doesn’t appear that the solar panel is working (see document titled ‘electric bill’).
  2. The installation was shoddy and sloppy
  3. In early July I noticed the air coming from the unit seemed to be wet and the humidity in my house was going up
  4. Intelligent Design has not lived up to their customer service guarantee.

  Customer Answer

  Date: 08/23/2022

  Good morning,

  I received your message and I just wanted to let you know I have NOT heard from Intelligent Design to resolve this matter.  If they contact me I will let you know.

  Thanks,

  Tracy Long

  

  Business Response

  Date: 07/20/2023

  We
  cannot address many of the specific concerns laid out in complaint as we were
  not provided with the photos referred to in the complaint (furnace exhaust,
  etc.).
  We
  called the Arizona Registrar of Contractors about this matter and they would
  like us to bring your attention to Arizona Title 32-1155D2: The registrar may
  not issue a citation for failure to perform work if: “The contractor’s work has
  been subject to neglect, modification or abnormal use.” More specifically if another
  contractor has worked on the equipment. As shown in the complainants letter to
  you the Arizona Attorney General they referenced having another contractor had
  been working on the system. We have highlighted this in what she had sent you
  and it is attached for reference with this response letter.
  As
  far as our work: We have sent out several of our technicians to the
  complainant’s house to service the equipment. We have also had the manufacturer
  of the SunTrac out to check out their AC solar unit. The manufacturer has
  assured us that their equipment is in proper working order. We also called out
  a dealer representative from Amana (locally through Geary Pacific) to help us
  assure that the HVAC system is in proper working order. Upon his visit he
  adjusted the TXV and assured us that the system is in proper working order and
  is within normal range of humidity for this time of the year. We have attached
  our technicians’ notes. The engineers at Amana recommended we go out with a
  thermal camera to check if there are leaks in the slab or missing insulation in
  the ceiling. Upon inspection with the thermal camera, we noticed several areas
  in the ceiling that were warmer than others. This can transmit humidity into
  the home from the outside. We have also noticed that the complainant sets her
  thermostat at higher temperatures than normal (see attached pictures), which
  can create higher humidity in the home rather than cooler climate. We have also
  discussed with other local companies in their finding that our recent local
  weather patterns have led to higher humidity for all across the board
  regardless of HVAC manufacturer (see attached letters). We have exhausted all
  options for remedying what the complainant considers unduly high humidity.
  
  
  -Andrew
  Dobbins 
  President/
  Intelligent
  Design Air Conditioning and Heating Inc.