ComplaintsforCharlotte Comfort Systems, Inc.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2018 I was sold an HVAC system. I was told it was a brand new complete system. After having issues with the system I found the system was pieced together part was a 2018 model part was a 2015 model. After calling the company I was told this was a normal practice. I asked why I was not told this at purchase and was told because both parts were still in the box. The older part failed and I called 3 different companies to look at it and was told this was very bad business' I called charlotte comfort systems to try and get a resolution and was treated very rudely. And was told I would receive warranty information that I was never sent. Now I will have to purchase a new unit to straighten out this issue. I don't think its good business' to take advantage of a customer by selling him older parts and telling him they are new and then when the older part fails basically telling them well that's to bad. and being able to walk away leaving the customer on the hook for something they never agreed to purchase in the first place.

  

  Business response

  09/12/2023

  We installed a new Heat Pump system for the ****** on 12/19/2018, after numerous requests to the ****** they finally allowed us to get *********************************** into their home to perform the Mechanical & Electrical inspections, we passed inspection on the first visit: 02/01/2019.  The new system must have been working perfectly as we did not revisit the property until June10th 2019 for a drain issue, again on April 6, 2020 to reset a low pressure switch, and lastly on October 1, 2020 due to an extremely dirty condenser coil and a clogged drain. 

  It was very apparent to us that the system was not being maintained, needed serious cleaning and maintenance, yet continued to operate. 

  They now have a failed indoor coil in the air handler, I gave ************ a price to replace the coil under warranty. Where the coil is covered under the factory warranty, the labor, refrigerant, warranty processing and materials needed to complete the repair would be at **************** expense. Our warranty to the ****** is for one year, we are well past that and are not willing to give them a refund for a system that has performed well for over 4 years.

  We will help them repair the system if they are willing to cover the approximately $2500.00 expense.

  Customer response

  09/13/2023

   
  I am rejecting this response because: This is not a true response there was never an inspector at my home because I was totally unaware of the fact I was given an older pieced together unit. I have a contract for the yearly cleaning of my unit which was performed since installation so that also is false. The fact of the matter is they sold me a three year old air handler as new and did not notify me of this. The air handler and out side unit were not even the same brand. Then when other experts let me know this was bad business' and should have NEVER been put together in this manner they tried to make it seem I was the one to blame. I put my faith in the company as they were suppose to be the experts in this matter and my faith was taken for granted. Its obvious I would not need someone to inspect the unit as I had no clue something was wrong until shown by two other reputable companies after the older air handler developed a problem. I feel that I should be compensated for my loss.

  
  

  

  Business response

  09/20/2023

  The system that we installed for ************ was all brand new out of the box equipment, it is not uncommon for the units that we install to not have been recently manufactured as they are mass produced and warehoused. Attached is the purchase Invoice from Virginia Air for the brand new indoor air handling unit that was installed for the ****', it was purchased on the installation date 12/14/2018. Also attached is a screenshot from *********************************** showing that the Mecklenburg County Inspection was performed and PASSED on February 1, 2019.

  The units that HVAC contractors install are sold by model numbers, not by the model year of manufacture like a car. His warranty started on the day that the unit was installed, not by the date of manufacture. 

  We will gladly help the ****' with the repair, the failed evaporator coil is under factory warranty; that only covers the coil and does not cover labor, refrigerant, shipping or warranty processing. 

  Customer response

  09/20/2023

  The fact of the matter is i was sol a part that was the current years equipment which was fine and then i was sold another part to go with it that was already 3 years old.  I paid for an all new unit not a new part that has been setting in a whare house for 3 years. If  was to go buy an undriven car off the lot that was 3 years old it would be told to me and deeply discounted. This is a classic case of bait and switch you tell me I am  getting a new unit but then give me one that sit in a building for the last three years or more. and that is the exact part that failed. then you give me a quote to fix it that is over half the price of the whole unit and that's just your labor. This is not good business at all. I feel **** taken advantage of in this matter because I was not a professional HVAC person. Again in speaking with several other companies I was told this was bad practice and would not be allowed by there companies. I have already purchased an entire new unit as the companies did not recommend to mix and match to the unit I had. the fair thing to do would be to pay for what they were going to charge me for labor at a minimum.
  
  

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Charlotte Comfort System Charlotte NC installed a new ********** furnace at our **** sq ft home 0n 1/20/2021. Our gas **** immediately rose dramatically by 110% versus early 2020. We complained to Charlotte Comfort about the systems under performance. They were unable to get the settings correct after a few visits. In January 2022 we received our December 2021 gas ****. It was$560 versus $202 for December 2020 a 177% increase. One year after our install on Jan.10,2022 the owner and a technician arrived and finally made some adjustments that improved the performance our our supposedly 96% efficient Lennox system. Lennox took no responsibility for our problem after two phone calls and a letter to *****************

  

  Business response

  04/26/2022

  We did install a new gas furnace for the *****' on January 20th 2021, we made no less than (6) visits to their home in the months afterwards making adjustments to the furnace and existing ductwork to try and satisfy the customers individual needs. They get up at different times in the morning and want the Living Room zone and Master Bedroom zone to be at different temperatures as each gets up, we did not install the zoning system. On January 10th of this year I (*************************) and my technician (***********************) spent a couple of hours going over the furnace, zoning system and duct system, we found a faulty thermostat for the Living Room zone and a zone damper for the Master Bedroom zone that was malfunctioning. We did not charge them for our time or for a return visit to repair the existing zone damper, they did pay us a discounted price ($300.00 + tax) for the thermostat replacement. We also sealed a small leak in the ductwork, every effort has been made to satisfy this customer, their individual needs are more than a standard Honeywell zoning system seem to satisfy but we made (7) visits to their home to mitigate their issues.

  The higher gas **** came from December 2021 which was an extremely cold month, that along with a faulty thermostat and a malfunctioning zone damper led to their higher gas use. Never did I think that this complaint would happen as we made every attempt to make them happy and comfortable.

  Customer response

  04/26/2022

   
  Complaint: 17107283
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************:  December 2020 our gas **** with our former system was $202 and average temperature was 42 degrees.

  December 2021 our gas **** was $560, average temperature was 50 degrees, and we were away 6 days having our thermostats set at heat 60 degrees for that period.

  

  Business response

  04/27/2022

  I fully understand that they had a higher gas **** in relation to the prior year, there were issues with the existing zoning system and thermostat, neither of which did we install. The customer did not pay us for our numerous trips (6) when adjustments were made to the system to satisfy their particular needs, nor for the last (2) visits when the thermostat was replaced and their existing zone damper was repaired. They did pay for the thermostat ($300), all of the other visits and adjustments were done at our expense in an effort to satisfy the customer, all of our efforts were in good faith and we thought that they appreciated and respected our time and the great lengths that we went to.

  Customer response

  04/27/2022

   
  Complaint: 17107283
  
  I am rejecting this response because:  All those visits and no mention of a faulty thermostat or duct issues or hole.  Only on January 10, 2022 in  response to the outrageous December $560 **** for gas did the owner appear with a tech. Person.  They spent about 2 hours making changes that they had  never mentioned over the one year since the install of the new system.  One year, many visits.

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

  

  Business response

  04/27/2022

  We were addressing their concerns as to the operation of the furnace that we installed. After numerous attempts to give them the operation that they wanted in the mornings, numerous conversations over hours on the phone with the husband I went out myself to see if there were additional changes that would satisfy them. 
  

  i cannot change their gas ****, the furnace we installed is operating perfectly. The issues were present with the existing zoning system, Im not sure what else we can or could have done to corrected the issue. Our warranty doesnt cover products that we did not install, yet we corrected it. 

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