Complaints

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• Initial Complaint

  Date:06/14/2024

  Type:Sales and Advertising 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.

   
  Complaint: 21850278
  
  I am rejecting this response because:

  Regardless of an agreement. An regardless of what Liftechs opinion on the extent of damage was. There is enough phot documentation to prove otherwise. The line sets were pinched and needed replacing. There was a dent in the A/C unit that was not fixable. Pictures can be referenced. I called Liftech that morning and since it was a Saturday there was no office presence. A detailed voicemail was left with a call back number. I had to reach out via phone again Tuesday because no one on their team reached out. It was apparent that they had no interest in resolving the issue. I made the decision to get an emergency install because of the oncoming weather. I am not going to jeopardise the comfort of my two and a half year old son wife and 6 months old puppy because a company I paid in full to fix my foundation broke my A/C unit during their install. I am the.one paying the damages Liftech created. I even asked if I could get a credit to finish foundation work on my house. To maybe meet in the middle. What was shut down. There is zero accountability for these damages and it is completely unacceptable. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/17/2024

  Thank you for bringing this issue to our attention. At Liftech, we strive to minimize any collateral damage during our work. This is why our agreement, signed before starting, specifies that Liftech is not liable for damages to personal property and we suggest that the client remove any valuable items prior to work starting. Before having reasoble time to process the request, you chose to hire an emergency repair company, incurring a $14,000 expense. We believe the unit was not in full disrepair, and if given the chance, we would have used our own vetted HVAC subcontractors to fix the issue more affordably. Due to the signed agreement and your independent actions, we cannot assume financial responsibility for the emergency repair cost.

  We regret the inconvenience and are open to discussing any further concerns.

  

  Business Response

  Date: 07/01/2024

  Hi ****, 
  
  Our records indicate that you did indeed leave a voicemail to our automated answering system on Saturday, June 1. Our business hours are Monday-Friday, 8am - 5pm. You were connected with our project manager that week, and that is when you mentioned that the work was completed already. Just in case, we called 24/7 Fix-It, and they confirmed that the repair was done on Saturday, June 1st. Liftech was not given sufficient time to inspect and address the issue before you engaged another company for the repairs on the same day. According to Colorado Revised Statutes Title 13-20-803.5, contractors are entitled to a notice of claim and the opportunity to inspect and repair any alleged defects before any third-party repairs are undertaken.
  
  You mentioned that Liftech had no interest in resolving the issue, but that simply isnt true. We have commitment to every customer, but to only have a few hours on the weekend from the initial claim to resolve the issue is just not enough time. We were able to connect the following week, but again the work was already completed. Given the opportunity, we would have provided temporary window A/C units to keep your family comfortable while we had our vetted repair subcontractor fix the lines to the unit. 
  
  The bottom line is that since we were not afforded this opportunity, Liftech cannot be held liable for the repair bill. We strive to provide prompt and effective service, and we regret that we were not given the chance to resolve this matter in accordance with state regulations.
  
  If you have any further questions or concerns, please feel free to reach out to us directly.