ComplaintsforTradewinds Heating & Cooling, Inc.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used Tradewinds HVAC for a couple years and have been pleased with the service until the most recent service call. On November 22, 2022 Tradewinds came out and assessed a forced air heating unit we have in a commercial setting and recommended a "heavy duty cleaning". The unit wasn't keeping up with heating the area due to a build up of pet hair and dirt. It has been ***** months since the last cleaning. I paid $1,147.66 for this heavy duty cleaning. Seven days later, the until stopped working completely, and Tradewinds came out again and said the unit needed to be cleaned again and that the flame sensor was dirty. There is absolutely no way the heating unit became dirty in less than a week to the point it would stop working. The unit runs ***** months between cleanings. Obviously, the first technician missed fully cleaning the unit and Tradewinds refused to stand behind their work. I paid an additional $210.00 for the second service on 11/30/2022.

  

  Business response

  02/13/2023

  Hello, 

   

  I spoke to ***** on the phone and told him the situation with this furnace. This furnace is not the right application for a dog kennel. The furnace will get very dirty in these conditions. We have a photo of this filter from the return visit and how dirty the dog hair, dander and dirt got this filter in a weeks time.l (see photo). On the initial visit we recommended a cleaning of the unit, but explained first that he should consider installing a different type of heating unit (unit heaters) for this commercial application. He opted to go with the cleaning at the time. My guys are very professional and cleaned the unit very thoroughly. I had 3 guys out there and they can vouch for the cleaning that was performed. We got the unit running and when ***** called for a revisit we went out to ensure the issue wasnt related to the initial cleaning. In that weeks time the furnace got extremely dirty and had a plugged filter again. I understand his complaint but because the furnace is not the right application for a dog kennel, the furnace is going to get abnormally dirty, very quickly as we explained initially. We cleaned the unit again and changed the filter for a small additional charge as this revisit is not because we didnt do our job properly as ***** is stating. We recommend to ***** to change the way the space is heated, and if he doesnt do that then we suggest to change these filters weekly to avoid future breakdowns. 

  Customer response

  02/16/2023

   
  Complaint: 19395112
  
  I appreciate Tradewinds timely response. However their response is not satisfactory. It is not possible that this heating unit would get so dirty after less than a week that it would fail. What is likely is the service techs missed something the first time around that caused it to failed. Its been ************* for 3 months since with no problems.

  What is not disputed is Tradewinds doesnt stand behind their work and Ill be sharing this in appropriate **************** and Yelp reviews.
  

  I ask that the BBB post the text of this complaint and response on your website and note that the business has failed to resolve the complaint.

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

• Initial Complaint

  06/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have an evaporative cooler maintenance agreement with this firm. They did the season startup, which I was satisfied with. But when the cooler had an intermittent malfunction I called them. Then called again the next day. The day after that I got a return call, and the owner told me to run the cooler until it stopped working, as he could not determine a cause if it was working. I did that, and after 1.5 hours, the cooler stopped, AND I got a serious water leak through my bedroom ceiling. I called and left a message describing the problem. I got no return call. I called again the next day, and while leaving a message got a text asking me to leave a text. I did that, and asked for advice, and if I need to contact a roofer, or if this was problem they could handle. I got no response. I texted again the next day say please respond. I got no response. I can understand they are busy. But I cannot understand why I cannot even get them to respond to me.

  Customer response

  06/22/2021

  ******** Tradewinds responded immediately, and the problem was resolved quickly and to my satisfaction. I am willing to withdraw the complaint, or if that’s not possible, to confirm a good resolution. Thanks.

*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. ↩