ComplaintsforStewart Heating & Air Conditioning

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 16,2023 $520 I had an a/c inspection and refrigerant recharged. The serviceman was at the house for 90 mins and on completion charged my credit card for the work. When I asked for an invoice it only included the total amount billed with out a cost breakdown. When I e mailed and requested a detailed breakdown of costs I was told that Stewart Air doesnt provide that and that every thing is billed on a flat rate. I tried several times to reach clarity on the breakdown , but only told that ***** is approximately $40/lb. There was no way of knowing how they bill hours, but clearly are not transparent on their charges. In my opinion they should supply a detailed breakdown if the customer requests it. Since this wasnt provided I felt that likely I was over charged for a relatively simple job that barely took one and s half hours.

  

  Business response

  06/06/2023

  ******, We were dispatched to come out and perform (2) ** ******** on a 10 yr old and 16 yr old **. Newer ** was not cooling and required refrigerant. We performed a diagnostic on the ** and found a leak by the *** valve outside of the coil. Tightened *** and added 5 lbs. of R410-A refrigerant. The Repair cost is $320 and the 5 lbs. of refrigerant cost is $200. Total cost is $520. The breakdown is shown on the Invoice. We appreciate your feedback, please let us know when you are ready to service the 2nd **.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/19/2021 we have signed the contract with the ******* Heating Plumbing and Air Conditioning and paid them $1,000, please find the invoice # ****** attached. The project started on 8/2/ 2021, and should have been finished on 8/9/2021. In addition to $1K, on 8/2 we paid $10K, which as we know today, was against ********** Law for them to demand. The project was never finished, On 8/12 *************************** demanded additional $3,000. We refused to pay, and *************************** explicitly said: " good luck with finding somebody that could finish this project". Though the BBB, we found two contractors that independently concluded: this project cannot be finished in the way it was originally designed. Besides, it was, in their opinion, overpriced. We demand from the contractor to refund the $11K that we already paid, and remove all materials that they brought. Today, we don't have the ***** since it was completely demolished by the contractor, our celling has a lot of unneeded cuts and damages.

  

  Business response

  08/19/2021

  August 19, 2021
  
  Angel,
  We went out to Pavlo & ******* Kurochkas home on July 19th, 2021, to give an estimate to add an HVAC System to one room. ****** gave the customer pricing for a ******* ************************* SEER heat pump and a ******* ARUF49C14 4-ton R410-A horizontal fan coil. He also wanted new ductwork upstairs and we gave an estimate for R-6 Wireflex of 7 supplies.The installation included a new design layout for better airflow, manual dampers for optimal air balancing, Metal WYE branches re-sealed and sized for correct transitions, and new acoustical sound loop return air duct. They also wanted a new QCSTLPRO-7.0 whole house fan. They wanted to run a duct through the linen closet for downstairs, a circuit for the fan coil and a 2-zone system. They wanted a NEST thermostat, not the standard ******* thermostat. 40of new copper refrigeration tubing line set was required. We would remove and dispose of any existing equipment and would recover the refrigerant and dispose of it properly. A 20X30 return air duct filter grille was needed, as was a service light and catwalk. A new AC pad, supply and return air plenum transitions were also required. We would remove debris and provide an electrical whip and fuses. All labor, permits and sales tax were included in the estimate. When the installation was complete, we would do a start up of the system to verify everything was in good working order. We included a 10-year parts & labor warranty and a 1-year preventative maintenance agreement to use after the first year of install. The estimate came to $33,745. They both agreed to the price and a contract was drawn up. Approximate start date was set for Monday, August 2nd, 2021. Approximate completion date was set for Monday, August 9th,2021. A $1,000 deposit was taken by check #***. An Attachment A was drawn up to include all equipment and payment schedule. Due to the size of the job and price of the equipment, payment would be done in stages.
  On August 2nd, 2021, our Installers, **** & Dylan,and Salesperson ****** showed up at the job site: ****************** in ************. Salesperson ****** did a walk-through with the Installers to show them what needed to be done and where. Customers gave ****** a $10,000 check #*** with the balance of $22,745 to be paid when the job was completed. We had several employees out sick that week and **** could only work a half day. He worked full days, August 2nd, ******************, 10th and 11th. On Tuesday, August 3rd,****** received several phone calls from both Pavlo and ******* expressing their concern on the job not finishing on time. **** and Keks worked extremely hard to get everything done on time, but the completion date is an approximate, as it states on the contract. ****** was told the electrical panel was not sufficient for the new equipment and was going to have an electrician come out and take a look. An additional $3,000 would be charged but it turned out the existing electrical panel would work just fine. No additional charges were needed. I spoke to Pavlo on Friday, August 13th, as he and his wife expressed their concern. I explained why it was taking longer, several people out sick, electrical issues and we just needed Monday the 16th to finish the job.  After a major amount of yelling and screaming from *******, ***** agreed to let us come back on Monday the 16th. I might add, ******* was hysterical on the phone, cussing and swearing and calling us names, and I repeatedly asked that she give the phone back to Pavlo because she was too hard to understand, and I did not need to listen to the obscenities coming out of her mouth. She had also done that to ****** several times and one of our Dispatchers as well.
  I thought all was well. On Monday, August 16th, my installers **** and Keks showed up at 9:10 am to finish the installation. They were rudely told that we were fired and to leave. I called Pavlo and he said he had sent an email on Friday stating we were fired and to not come on Monday. I checked my spam and found the email. I asked for our 3 portable ACs worth $400 each back. They also have one of our vacuums and a ladder, but she would not allow **** or Keks to come get those items. She pulled equipment out of Jeffs hands and told him it was theirs. I attempted to explain that we would be finishing the job that day, but she didnt care.
  We never demanded $3,000, when we thought a new electrical panel was needed, we let them know how much to send an electrician out to update the existing electrical panel. Turns out the electrical panel did not need to be updated so we did not send out an electrician.
  In the midst of ******* screaming hysterical at each of us numerous times, threatening to fire us on Friday the 13th, ****** expressed his concern on finding a new contractor to finish the job. He never told her to go find another contractor. She would not allow us to touch any of our equipment or personal items left there and now she wants all our equipment and materials removed. But she wont let us on the property. All cuts were agreed upon for the boots and registers, return air and whole house fan and to enlarge the access. **** showed Pavlo where and what he was going to cut before he did it.We are willing to finish this install, even though these are some of the most difficult and abusive customers weve ever dealt with, but we have a lot of time, labor, materials, and equipment invested in it. We are 80% done, with one to two working days remaining to finish. This job requires a lot of work. We applied for the permit and have it in our possession.  
  Respectfully,
  
  *****************************
  General Manager
  Stewart Heating & Air, Inc.
  Lic. # ******

  Customer response

  08/20/2021

   
  Complaint: 15776457
  
  I am rejecting this response because:

  
  After reading the Contractors response to our complaint, we see that the Contractor continues acting in a bad faith. The project is currently completely frozen, nothing was done after the Stewart Heating and Air left. We are waiting for an independent expert to confirm two of the conclusions regarding unsuitable initial design of the project for our house that weve got from the BBB contractors.
  Sincerely,
  
  ***************************

  

  Business response

  08/20/2021

  We have offered to finish the job we started. Stewart Heating & Air did not leave that job, Pavlo & ******************************* fired us. The installation is frozen because they chose to make it that way. They were unhappy with how long it was taking, not because of the design. Both customers told the salesperson what they wanted; ****** wrote up the job the way they explained it to him. Any issues with the design of the project falls on Pavlo & Tetyanas shoulders. If they are waiting for an independent expert to confirm two of the conclusions regarding unsuitable initial design of the project, then I want to have our owner come by and go over the design of the project as well. I wouldnt want a biased opinion, especially if its a contractor from the BBB who is obviously putting our company down. Which I will address if they continue to do so.
  We have offered to finish the job we started. It wouldve been done by now but instead we are wasting time. In my opinion, the Homeowners are acting in bad faith.

  Customer response

  09/07/2021

  Please reopen the Complain ID: ******** since we were able to obtain official evidence from the ************ *********************** Turns out that the Contractor started the project without a permit, and didn't have a clear plan on how to finish it. Please find the *** Inspector Report attached.

  In fact, the Contractor intentionally obtained a fraudulent permit, which triggered all damages to our house and caused our emotional and physical distress.

  We believe that after reviewing the attached report, the BBB should remove Stewart Heating and Air from the BBB website, as this company lacks integrity and acts in bad faith towards its customer.

  As additional proof to our claim, please review the correspondence/replays from the Contractor posted on the BBB, where the Contractor EXPLICITLY is claiming about having a permit for this project, which is proof of them acting in a bad faith and not willing to admit the wrong doing and return our money. Please keep in mind, this Contactor completely destroyed our original HVAC without having any right to do so. As of today, we don't have any central air in our house due to the reckless negligence and complete lack of integrity of the Contractor.

  Best Regards,

  ***************************

  

  Business response

  09/08/2021

  September 8, 2021
  ***************************
  ********************************************
  
  Angel,
  
  The contract was signed on a Monday, July 19th, 2021. I filed for the permit from the ******************** on Wednesday, July 21st, 2021. Mechanical Permits are applied for online. No plans were needed to install a heat pump, fan coil and ductwork. The permit was granted on Wednesday, July 21st, 2021. We paid $729.31 for the permit. Pavlo and the Comfort Advisor ****** went over the entire job,where he wanted equipment to go, they wanted more air flow upstairs so the air handler was moved to the attic, where the ductwork was to be placed upstairs,where the whole house fan would be placed running through the linen closet and where the line set would need to run. Customer wanted a ****** system and (2) NEST thermostats installed. Condenser stayed in the same place and the refrigeration stayed the same distance just routed to the attic. Returns and supply sizes were pointed out and measured on where our Installers would need to cut open walls or ceilings to give them more airflow. Our Installers went over every cut with Pavlo before it was made to make sure it was correct.  An Attachment A was written up for the $1,000 deposit, the first day of the job to collect $10,000 for the equipment costs,and the balance when the job was complete. Pavlo was aware and agreed to the entire installation and signed the contract and Attachment A stating he understood everything that was going to happen during the install. The installation was scheduled to begin on August 2nd August 9th, 2021. On August 2nd, ****** did a walk through with the Installers and Pavlo and everything was set. The original HVAC equipment was removed so the new equipment could be installed, with Pavlos permission. Nothing was done during the installation without Pavlos approval.
  
  Day 2 of the installation, Pavlo and ******* expressed concerns about the job not finishing on time. We showed up every day and did the work that was laid out. We ended up having several employees out sick that week, so the job was going to take an extra few days to complete. On day 7, Pavlo and his wife decided they did not want us to come and finish so they fired us by email. They would not allow our Installers to come into the house to grab our tools, ladders, vacuum, etc. Pavlo and ******* was upset because we werent going to finish on time. We have tried to complete the project we have started but the customer is denying us the right to do so. We have in no way acted in bad faith and accusing us of obtaining a fraudulent permit shows the lack of integrity is on the consumers part. I have attached the permit application and permit. The contract has already been uploaded previously that shows the date the contract was signed.
  
  Respectfully,
  
  *****************************
  General Manager
  Stewart Heating & Air, Inc.
  **************************************************
  **************
  ************** fax
  ************************************
  Lic. #******

  Customer response

  09/12/2021

   
  Complaint: 15776457
  
  I am rejecting this response because:
  

  Contractor just confirmed that they did not obtain a proper permit. Online permit that they got was for like replacement. City permit office inspector concluded that the scope of the project that they started is not covered by like replacement permit as their project is complete overhaul of the **** system and is not like for like (see attached inspection report). Contractor is a big company claiming a lot of experience in the industry. Contractors salesperson sold us (at the premium price) the technical solution that does not fit to our house. When their workers faced the most challenging part connection of downstairs ductwork to air handler in the attic work slowed to a halt and contractor started inventing reasons to upsell additional work and cover for unworkable solution with delays. During the sales process we asked the salesperson repeatedly if they need to bring a more technical person to verify the solution. They had two weeks before the work started to re-evaluate and propose us something more suitable. Instead, they pressed on with the faulty design. The Walnut Creek city engineer has concluded that had contractor adhered to the proper permitting process, the inadequacy of their solution would have been for sure discovered by city inspectors and this project would have been rejected. Instead, they cheated and got the online permit for like replacement that doesnt require a review.

  Their trying to blame shift their faulty design on trusting unexperienced homeowners is only showing their lack of integrity.

  Since the initiation of this project ****** Stewart and the team working on the project did not have any idea of what they are doing. Before starting the project ****** Stewart knew that they dont have a proper permit which was fraud by itself, however it did not stop him from taking from us $11,000,bringing to our house unprofessional workers who worked under influence of either drugs or alcohol, neither wearing masks nor vaccinated. As a result, unethical and fraudulent actions of Stewart Heating and Air: during the project, we called PG&E regarding gas leak, and uncapped exhaust leak and electrical wiring.As of today, our house doesnt have the ****, since the old one was destroyed by the fraudulent and negligent action of Stewart Heating and ********* Besides, Stewart Heating and ********* is trying to put some additional pressure on our family by blackmailing us with the second letter regarding lean on our house and trespassing on our property (the case # **- ***** with the WCPD).

  We already mailed the Stop Work Order to the Contractor, and we demanded our $11,000 back, due to fraudulent permit, lack of integrity, severity of negligence, and blackmailing actions. Besides, Stewart Heating and *********must not only return the money that we have paid but reimburse us for all damages that were done to the ceiling in the house and the garages. We regard all lien letters as the blackmailing actions from the Contractor that is acting from the day one in the bad faith, pursuing monetary gain, instead of following all appropriate steps and procedures to get the work done and being paid accordingly. The project is currently frozen, all evidence is preserved for the **** investigation. We expect to process with different contactors, only after the investigation is finished, and monetary reimbursement from by the Stewart Heating and ********* 

  
  Sincerely,
  
  ***************************

*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. ↩