Complaints

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• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair 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.

  Nature of the Complaint:Faulty HVAC installation led to water damage, financial loss, and unresolved billing dispute. Company failed to take appropriate remediation steps.Complaint Summary:On June 30, 2025, Correct Temp installed a ********** mini-split system in our home. The project total was $8,365, and we paid $4,182 up front.On July 8, 2025, we discovered significant water damage in our childrens bedroom, caused by an improperly installed condensate drain line. The leak damaged both the wall and the flooring. We contacted Correct Temp about the issue, we requested that the company provide dehumidifiers to help mitigate the damage. They declined, simply advising us to put some fans up there. This was an inadequate response to a serious issue caused by their own installation error.We were forced to:Cancel a long-planned family vacation Take time off work to manage cleanup, repairs, and insurance claims Cancel client appointments (my wife works from home and lost income as a result)Deal with ongoing stress and disruption to our familys daily life While they did send someone to correct the condensate line, the damage had already occurred. We also requested a full inspection of the installation, which has still not been completed.We offered to pay for the cost of the equipment only (approximately $4,200), given that their labor directly caused the damage. This was a good-faith proposal to find a fair resolution. Correct Temp rejected it and is still demanding the full balance of $4,183, without acknowledging the financial and personal toll their mistake has caused.Desired Resolution:We are requesting that Correct Temp waive the remaining balance of $4,183 due to the labor error and resulting damages. Weve already paid what we believe reasonably covers the cost of equipment. We also request a comprehensive inspection of the entire system to ensure no further issues are present.

  

  Business Response

  Date: 08/11/2025

  The customer is claiming we failed to take appropriate remediation steps, however we sent a technician out immediately after we were informed of the customer's claim of water damage.  Our technician fixed the drain upon arrival and cleaned the area.  We reported the damage to our insurance agent as soon as possible.  We are not a remediation company and therefore left this up to the pro's to be assigned by our insurance company once they sent an adjuster to review the damages.  During that time we were in contact with the customer but unfortunately had no control over the claim process once it was filed.  We did what we could on our end to rectify the issue in a timely manner and disputed the customers request that the remaining balance should not have to be paid since they incurred lost wages and postponed a vacation due to the insurance process.  We had recommended to them that they could go through their own insurance company if they thought that would speed up the process and it would then be sent to subrogation to our carrier once repairs were complete.  We do not agree with the customer claims that the deposit they paid should cover the cost of the equipment and that our error should cover the difference in price. 

  We always stand by our work and in this case we did exactly that.  We fixed the issue immediately and reported the damage to our insurance carrier and followed up with the customer. Unfortunately our hands were tied to do anything further once it was turned over to the insurance company.