ComplaintsforAll Volusia and Flagler Heating and Air, LLC

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an A/C unit with new duct work in April 2020. I thought everything was good for the past 3 1/2 yrs, but I had noticed that my electric bills were very high. Come to find out, the unit not working properly due to a wire from the thermostat not being hooked up when the unit was installed. I had them come out and they told me I needed a new wire but I was going to have to pay for it even though it should have been installed back in 2020. I had a 2nd opinion and was told that YES, the wire needed to be replaced. I went ahead and had the new company replace it because I could not get anyone from All Volusia to call me back. I have called 3 TIMES for the Manager/ Supervisor to call me to discuss this. They REFUSE to call me back. I pay for a yearly maintenance plan and I would have thought they would have caught this issue since they are here twice a year for maintenance. I would like reimbursed the $200.00 I paid due to the fact it should have been changed when new unit was installed.VERY unprofessional of this company.I want the Manager to call me!!

  

  Business response

  02/12/2024

  It was not made aware until ************** went out recently that there was an issue with the thermostat wire. When ************** was sent out to service the system and access the concerns was when he found the issue with the thermostat wire being damaged. The wire was brought up to be repaired but denied at that time. Thermostat wire is not included in the replacement of a new system unless otherwise specified at the time of the sale, which was completed on April 9, 2020. Contractually, there is a one-year labor warranty that warrants should any repair on the new system be needed starting after the date of the installation, we would do at no charge. We have surpassed that warranty period, but also, this was never sold to replace at the time of the installation due to not deemed necessary.

  Thermostat wire is run under the home with modular units and therefore is exposed to the elements and critters, leaving no way to pinpoint when over the past 3 1/2 years this wire was damaged or how. Our manager has called and left a voicemail on Thursday February 8, 2024, with no return call back. We would love to resolve this issue to the best of our abilities. 

  Customer response

  02/14/2024

   
  Complaint: 21244273
  
  I am rejecting this response because:      #1....The wire that we are speaking of is the original wire from 1998.       #2..... I was NEVER offered to replace the wire which was clearly old at the point of replacement of the new unit. They replaced the duct work under the house so they were under there anyway. They could have offered at that time and included with original quote!!        #3....... I have the voicemail from someone named **** who called on that Thursday that clearly states that he would CALL ME BACK!!  That is why I did not return his call since he did not leave a number or extension to be able to reach him 

  So I have the SAID WIRE and I have the voicemail......to prove my point.

  The only way I think would be fair to resolve this is for them to go in 1/2 on the wire replacement ( which I have already done ) and to reimburse me for the remainder of my service contract which has another 6 months on it and I wonder why if they were out twice a year for service, why this issue was never addressed?? The Tech was out 2 weeks before for a schedule maintenance and did not catch the issue of the unit not working properly!!!!

  I just want this resolved!!!!
  
  Sincerely,
  
  *********************

  

  Business response

  03/06/2024

  At the time of the **** system installation sale, if the wire was not brought up to be replaced it is because it was deemed functional at that time. Even though the wire may be in its original state, as you say from 1998; if it is in good working condition at that time, there would be no reason for ************** to recommend replacement. Our Service Manager, ****, did in fact attempt to contact you and advised to call our office back, which our number is listed on all invoices and as you have called in previously, assumed that you would have that number accessible. We will be attempting to contact you again via telephone in order to resolve this. If you could please provide us with a copy of the invoice from which you had this wire replaced so that we can see the service performed and how much was billed to you.

  Customer response

  03/11/2024

   
  Complaint: 21244273
  
  I am rejecting this response because:

  Number 1... is the voicemail clearly states that you would contact me back the next day. I am a busy person just like you are and you should have been the one to reach out to me again!

  Number ***** the state of The Wire clearly shows that it needed to be replaced at the time that the new unit was put in with the new thermostat. But the whole thing revolves around that 2 weeks before my complaint started that you were here for maintenance and the wire was not hooked up to the unit and that is my biggest gripe!

  I have attached a picture of the wire that should have been replaced and if you look at it clearly it's a bad wire and needed to be replaced at the time that the new unit was put in! So if you are not going to reimburse me for the wire I would like reimbursement for the last half of my service contract because clearly I will not be using you as a business anymore!!

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

• Initial Complaint

  06/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company installed ac that does not cook area. Called back twice abs was told to get new windows which we did. The. They said we need duct work. We call another company for duct and second opinion. Air conditioner is too big and causing vapor pressure which will not cook and caused black mold. They also installed ac I. Wrong place and it is rusting and they came and wrapped it which is NOT advisable. .

  

  Business response

  08/30/2022

  Business Response /* (1000, 8, 2022/06/18) */ Customer was visited by our company on multiple occasions to listen to customers concerns and inspect the area being cooled. The air conditioner installed was installed over two years ago and customer has not had a complaint since the installation. Upon further review, the Air Conditioner installed is sized adequetly for the Heat Load supplied in the area. Our business installed the current Air Conditioner as an identical match to the capacity of the air conditioner that was existing previously, a 2 Ton, which cooled and conditioned that area adequately for over 10 years with no issues. We have pictures of the previous system to provide further evidence that nothing was changed from the previous design for the home. After further diagnosis, our company determined the system is cooling to its best capacity (with photo's of our instrument readings), supplying air to the room at 56 degrees at the time of reading, and that the room being cooled has multiple infiltration issues as well as insufficient insulation. These play a major role in the conditioning of a space. The system in place currently was also installed in the exact same location of the previous system that has operated for a length of years. Finally, to counter the customers complaint further, customer states that the system does not cool the space adequately while in the same sentence stating that the system is "too big" for the space. This is a direct contradiction. After multiple conversations and attempts to listen and work with customer, we believe it is best that customer uses a company that she trusts as we have yet to agree on a mutual agreement. Consumer Response /* (3000, 10, 2022/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all we have complained many times since it was installed and they CHARGED ME to come out and do NOTHING. IF I WAS A surgeon and replaced a broken hip replacement with another faulty joint I would be at fault. Just because it was the same u it that was there does. It make it right. They are suppose to be the expert. One of their guys even said the ac is not in the right place. So why did they put it there. 2 other companies said they ripped us off. I am reporting them to the Florida attorney general for their unscrupulous business practices. They just ripped me off for a bigger ac and now I have mold. Business Response /* (4000, 24, 2022/08/08) */ This complaint continuously accuses our company of installing an HVAC system that was larger than needed for the heat demand required. We have submitted photographic proof/evidence that the previous system installed for that space was of the same capacity that is currently installed. Also, this complaint has falsely stated the square footage of the conditioned space, saying it is 500 Sq. Ft.. By doing a simple online search on the county's Property Appraiser website, it is public information that the space is 720 Sq. Ft. This space also has single-pane windows and little to no attic insulation during the time this system was installed. This space also has a sliding glass door that had less than adequate sealing, allowing humid air to easily become accessible to the conditioned space. This space is also on the second floor above an open car port. This means that all of the hot 90+ degree Florida air in the car port effects the temperature of the space directly above it. Heat rises, and adds to the heat load for that space. So, to conclude, during the time of the installation of this system 2+ years ago, the space in this 1951 built. home was still in need of its 2 Ton capacity that it was originally designed to have. If the customer made improvements to better insulate and seal this space after the fact, our company is not responsible for any change in the heat load of that space AFTER its installation. We have explained on multiple occasions why our company did not act in bad faith nor provide improper service that was in our control. We are still willing to attempt to have a working relationship with this customer to reach a mutual resolution - however we will not assume guilt for factually false accusations. Consumer Response /* (4200, 26, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company obviously cannot read. We never said the room was 500 sq ft. But if you look at the attached tables the u it is too large for the 700-800!aq ft it is. They installed an INDOOR AIRHANDLER IN AN outdoor carport. They did not me. I know nothing about air conditioners. At their behest I changed the windows and the roof. We called them AFTERNTHAT because the problem continued. The vapor is creating mold I. The ducts and I to the room. They said the same ac worked fine for all those years so if it did the. Why do they say all those structual problems are suddenly at fault. The have no logic and I have reference to prove him wrong. Also the installed inside aid handler outside car port. Now they want me to ENCLOSR MY CARPOET TO ACCOMODATE THEIR AC. I had to abandon their ac beciase if the mind and install a mini split due to Illness. We will have legal representation. I longer want to hear excuses from this poor example of a business. Buyer beware and check the BBB before hiring.

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