Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/10/2023

  Type:Customer Service 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.

  This company installed a new HVAC unit in 2019. In 2020 it started blowing warm air. I requested the unit be removed and give me a refund due to the shoddy work. The business refused. I attempted to get the unit repaired and it wasn't fixed. My unit was never registered so there's no warranty with the manufacturer.
  

  Business Response

  Date: 05/19/2023

  My company installed a new air conditioner for the customer
  filing this complaint.
  The job was an add-on air conditioner and connected to the
  existing furnace, which was located in the kitchen. This house is very small
  and had no equipment mechanical room or space for the equipment. I went over
  this & with customer agreement we connected to new air conditioner to where
  the existing furnace was, in the kitchen & fully visible.
  Upon the completion of the job, the customer was very
  unhappy with the way it looked. I tried everything I could to explain that most
  people do not put their furnace in the kitchen and suggested to build or put
  something around it. This was discussed when we agreed on the estimate.
  At this time, this customer was very difficult to deal with
  unlike before I did the job. I’ve been in business 28 years and I’ve always
  been fair to people. It became obvious to me the customer was only interested
  in getting a discount. I discounted the job just so I could get paid.
  Our contract agreement with customers is one year free
  labor for breakdowns or repairs , this warranty 
  is provided by my company.
  The manufacture provides a five year warranty for all
  parts, and if registered will add another five years warranty. It is not the
  responsibility of the contractor to register equipment with the manufacturer.
  It is the responsibility of the homeowner to do registrations. Also the
  manufacturer requires some private information that the contractor would not
  have due to privacy.
  The 1st service request I had from the homeowner was two
  years after the installation, well past the one-year labor warranty period that
  I had promised. At that point, I explain to the homeowner that they can  use any company to do the work since the labor
  warranty had expired and the manufacture will cover the parts for the warranty
  time period. I had such a bad experience trying to work with the customer
  before and my labor warranty expired so I was not interested in doing any more
  work for them. At that point I suggested to call another company. I have no
  control over any more than that. I am sorry that the home owner is unhappy  but again it is obvious to me that this is
  again just about trying to get money.
  
  Rich Gatschenberger Heating & Cooling

  Customer Answer

  Date: 05/24/2023

   I am rejecting this response because:
  I paid $3,000 for one years worth of central air.nobody will work on it they say only the dealer can order parts.nobody is trying to"just get money"the installer refused me as well as a additional text to fix the unit and id pay labor charges.i was told to get someone else.when i have talked to several other conpanys they ask who installed this and everyone has turned me away.i am asking for a $3,000 refund of my money because i have suffered long enough and to deny me a refund  is flat WRONG.ive had no air 3 years.