ComplaintsforSunshine Plumbing Heating Air LLC

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent *****k on a furnace and AC 5yrs ago; last year I have rented out my property and found on the inspection the filter was incorrectly installed. I went back to Sunshine and we agreed that I would pay for $500 parts for a new box and they provide labor Sunshine service guy comes out; I get an invoice with the picture etc and I agree. I stress now to touch the expensive Radon Barrier. Sunshine installed and I found not what was pictured on the invoice but they had just cut into y existing box and put a couple of hinges on the door. The door didnt open and I cut my hand open on first use. I complained to Sunshine. The service engineer sad he had yet to bring a rock hammer over to remove concrete; again I said you cannot as there is a Radon Vapor barrier there. I again went back to Sunshine and complained that this was not what was agreed; the lady (******* also agreed and escalated).She said the service guy will be removed and the tech lead will go out. I wrote the issue up short with pictures so it was clear and a simple (unlike this review). Te lady said I will not be charged for this install. While at the property (dealing with the wildfire mitigation ash soot with ServPro) the same sunshine engineer arrive and promptly complained about the door being bent and unable to open. I know thats how you left it and you cannot *** a rock hammer re Radon. He also pointed the finger at another technician who had thrown the waste pipes and material over the furnace. Back to Sunshine as what is going on. They said no one else has been there. I escalated to the general manager who said the pipe probably were already there; no as we had to send insurance video re area for mitigation purposes as there was radon mitigation the day before and there was nothing on video. I also highlight you cannot use a rock hammer o the concrete re Radon. The new lady said did I tell the service guy; just many times. Not what I agreed to install. Do not break Radon.

  Business response

  01/25/2022

  The furnace at this location was installed 5 years ago. When ***************** contacted Sunshine it was after he had another contractor come out and advised him he should get a filter box added to his system. ***************** had questioned why one was not installed and since the project was over 5 years ago installed we cannot give him the conversations him and that past employee had, whether or not a filter box was discussed or not.  Sunshine told him we can come out there and quote adding one in.  Our quote was just shy of $500 to add a filter box.  Customer agreed to have this project done. Sunshine tech went to location and installed the filter box, and the door after being installed was very hard to open.  That tech went back out on Jan. 24th and made the adjustments to be able to have the door open for filter changes.  During this time there was/is damages that happended to a specific location close to the furnace with the tarp for the radon coverings.  The technician who did the install of the filter box admits to having damages happen. 

  The customer, *****************, has been beligerant to office staff and to technician/s on site, we do know there are frustrations that come when projects are not 100% done and damages happen, but Sunshine prides itself on not getting to the level of aggression/verbal abuse to anyone (especially customers).  On Jan. 25th we had sent our lead technician on the **** department out to correct or confirm installation and damages. While he was there he let ***************** voice his concerns and frustrations but ultimitly had to tell him he is being recorded for all safety since at this point ***************** was turning into what the tech said 'very aggressive'. At this point ***************** had calmed down when the recording was brought up, and the tech then felt safe to continue the conversation. 

  We have filed claims with our insurance company. We have involved ***************** in those emails with specifics on who the adjuster is and when they will reach out. 

  It is at this point that Sunshine has agreed that we did cause the damage to the radon material, and we have filed the claim with in 24 hrs of knowing that it was damaged. ***************** has been notified of this. 

   

  It is also at this point that while trying to help customer out, the verbal abuse and aggression is something Sunshine doesn't tolorate and we wish him well in his search for his next **** company of his choice. Sunshine will still be involved in getting insurnace any and all information that they need to complete the claim to make sure ********************* radon damages are taken care of. 

  Customer response

  01/25/2022

   
  Complaint: 16669862
  
  I am rejecting this response because: I was never abusvie in fact I also video the interactions and have witnesses (servpro managers ******). This is unreal. ******* and ***** have been fantastic why on earth did you even say these things?

  I had put everything nicely in writing and been very patient. Please fix as you had agreed. I have been very kind and understanding. 

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

• Initial Complaint

  07/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2019 Sunshine installed an Air Conditioning unit with 2 year warranty. Right away AC did not cool, and the suction pipes repeatedly froze. There were 3 callbacks over 2 weeks to resolve. It was discovered the AC coil was damaged during installation by heat from the torch that ruined several of the coils. Sunshine replaced coil. The AC unit didn’t cool enough to dissipate heat due to Freon leaks. Had additional service calls by Sunshine to maintain 2 year warranty. Every service called for additional Freon. Before the 2 year warranty mark the suction pipe started freezing again. Sunshine came out the 7th time and replaced sensor valve and topped Freon. After the tech left cooling performance worse. The suction line froze causing localized ceiling damage from water drainage. Sunshine offered a tech appt and drywall repair. No to tech (2nd coil damage by them, confirmed by 2nd opinion), but want cost of coil $367 and ceiling fixed. No contact from Sunshine regarding water damage

  Business response

  08/16/2021

  After evaluation of this location, the AC and Furnace  system was installed 8/16/2018. Sunshine does have a 2 year parts and labor warranty.  
  
  10/2/2018- Customer set up an appointment to have us check out his furnace felt something was not right, and the technician found a low pressure switch wont close, replaced under warranty. 
  Writing from tech on site: 
  "Today came no heat on a Carrier we installed
  Low pressure switch won’t close need to get one from Carrier. 
  Today came out changed the dual pressure switch
  There was not enough slope in the flue
  I tighten up straps got more slope for the flue
  Consate is going back to furnace and drain
  Furnace is heating and operational at this time today came no heat on a Carrier we installed
  Low pressure switch won’t close need to get one from Carrier.
  Today came out changed the dual pressure switch
  There was not enough slope in the flue
  I tighten up straps got more slope for the flue
  Consate is going back to furnace and drain
  Furnace is heating and operational at this time."
  
  4/23/2019- service technician did a membership check on the AC, found nothing wrong at this time. This was preventive maintenance. 
  Words from tech:
  "This system was  less than a-year-old I checked all mechanical and electrical components and refrigerant levels system is working properly at this time  found no problems with the system"
  
  10/10/2019- Customer called and said no heat. Tech went out there recommended replacing the motor and circuit board on the unit under warranty. 
  10/11/2019- Sunshine sent another tech out to re-evaluate what tech on the 10th said, he agreed and the motor and circuit board were replaced. No cost to owner since under warranty. 
  
  11/14/2019- We did a furnace tune up under the membership. No cost to homeowner.  They requested we did a humidifier service and pad replacement. This was a $49.50 charge. 
  
  5/20/2020 - Customer called to do his AC tune up for under his membership. Done and no notes on any issues. 
  
  
  During the time frame 2018-2020 the coil was found faulty and Sunshine replaced that under warranty.  The customer every time he/she called we booked calls and came out asap. 

   

  In 2021 we got a call about water damage into their ceiling , since their units are in the attic, and we have had our *** ******** of Brighton reach out to them multiple times to come and quote for us the repair on the paint or other damages. The office of Sunshine also offered to open up an issuance claim for major damages and the customer stated this was not necessary.  Sunshine reached out to *** ******** and as of further notice they have not been able to book an appointment with the customer. 

   

  Sunshine want to make sure all customers are happy, would love to be able to send someone our for painting if customer would like. 
  
  
  

  
  

  Customer response

  08/21/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  The coil was damaged twice by a hot torch used in braising the connection to the compressor. The first time was the initial installation. The second time the coil was damaged when the low pressure sensor was replaced by the technician. Every time a technician was dispatched the Freon level was low. The Schrader valves outside where the Freon is pumped into were not tightened to spec. With low Freon the pipes froze several times and eventually the water runoff leaked from the furnace closet and got trapped between one set of floor joists that caused drywall damage below. The furnace is Not in the attic… it’s on the second floor in a double door closet. The Handyman’s first available appointment was almost one month out due to their scheduling. And this upcoming appointment is to give an estimate only. Then it will be a further wait for the subsequent appointment. I’m definitely wanting the ceiling repaired. This company has damaged 2 coils and I’d rather not have them perform any further work. I hired a separate contractor that replaced the damaged parts with no further issues. I was asking for the cost of the new coil since Sunshine would have had to spend that money anyway, and I submitted only the cost of that coil (not all the other costs of labor and replacement of other components). I did reach out by phone to get the company involved with repairs under their 2 year warranty. After a follow up email to document the call, i didn’t here from the company again. So I wrote out the timeline and service problems encountered, sent them a copy and posted the complaint to the BBB. If I had heard from Sunshine, I would have worked with them and their warranty… but in the hottest days of summer with no AC I felt I had to move on and get some small amount of compensation for damages caused by their workmanship. I’ve already paid out funds, and was not asking for total costs of fixing the AC system… only the damage to the ceiling, and the cost of a coil Sunshine would have had to pay anyways
  
  Sincerely,
  
  ****** ********

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