ComplaintsforMel's Heating & Air, Inc.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** purchased and installed, for my home, a new HVAC unit, new ducting and add some attic insulation, including 1 year labor and 1 year customer satisfaction. **** is the owner. All was installed late August 2022. On day one of startup of the system there was extreme air noise from the return air grill and air supply registers and I immediately told Mels it was unacceptable and needed to be resolved. Mels minimal attempts at resolving this loud air noise issue have not come close to resolving it. I have consistently communicated with ***'s. When the air blows we must increase TV or Music volume, are woke up at night and have arguments about the noise. They eventually had to set the fan speeds lower which increased cold spots. I have a neurologic diagnosed disability that affects the nerves in my arms so cold air and inadequate sleep increases the pain, so an effective HVAC system is required. **** has on at least three previous occasions let weeks go by without responding to my e-mails and phone calls. From 11/1/22 to 12/13/22, while **** was researching, I hired another company to do an Air Capture Diagnostic on my system...which **** had not done. I received the report on 12/13/22. The results were a supply cfm of 118% and a return cfm of 114% of design. In summary, ALL of the ducting **** installed was undersized for the size of the new unit Mels had purchased and installed. ***'s response to addressing the diagnosed resolution was on 12/28/22 he e-mailed me a proffer to refund me so I could have another company replace the unit and ducting. I obtained bids for the replacement mid-January to mid-February. **** responded to my e-mails twice since December but has again not responded in the past 10 days since I emailed him to initiate finalization of his proffer to refund me, left a voicemail and e-mailed twice more. I need the $17k refund before contracting with a replacement company. **** has left me no choice but to file this complaint with the BBB.

  Business response

  03/07/2023

  Tell us why here...*********************** insisted on installing a unit she chose after our recommendation to use a different unit.  After the installation, she complained about air noise.  We replaced her registers, installed a new return filter grill, and offered to enlarge the ducting after she got a report stating the ducting is undersized by 200 CFM.  *********************** chose not to have us back in her home to resolve the issue.  Now she is demanding a full refund of the system and the ducting we installed.  We offered to refund the amount we charged her for the ductwork but she says she doesn't want the unit either.  We have no use for the system on the roof since it is used and not a system we recommended.  After numerous emails back and forth she rejected our offer.  Our last offer is to refund her most of the money, only to deduct the following: Permit, Title 24, Crane, Insulation, and Bank Finance charges. This will be our last attempt at a resolution.  

  Customer response

  03/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and have accepted their settlement offer including equipment removal conditions. The business had asked "Why" in their BBB response and I decline to comment because I have accepted their settlement.
  
  

*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. ↩