ComplaintsforICE Air Conditioning & Plumbing

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted a salt based water softner with filtration. I received a saltless water filtration system. I was told they would take out the saltless water filtration system and replace it with the correct system. That was several weeks ago and I have received no follow up at all. I placed a call on January 8, **** and demand that they remove the system entirely and to be refunded the charge for the equipment. I paid the business a total of $28,000. I am seeking refund of $8,490.60 for the water filtration system.

  

  Business response

  01/11/2024

  Dear *****,

  We were extremely sorry to hear you were unsatisfied and stand behind our customer satisfaction standards.

  When our system specialist was there, the salt less system was clearly chosen, the verbiage in the proposal you signed is

  "Salt Free Water softener and whole home filter combo uses a sediment filter to remove rust, sand and silt from your homes water supply, the carbon filter removes odor and taste causing impurities such as chlorine, chloramine industrial solvents and other organic matter and salt free water softener conditions water to help elongate the life of fixtures, water heaters, and other appliances in your home. The system does all this with no salt, power or waste water."

  This system has many advantages on a regular salt system, and is the reason many pick it (no need to refill salt every month and not water waist are two main proponents). However, when **** came over we were and still are more then willing to make this right, and cover the replacment cost of this unit with a salt water unit including all labor and parts.

  If you are still interested with that we would love a chance to make this right. and are sorry again for any confusion along the way 

  Customer response

  01/25/2024

  **** asked for a second chance to remedy the problem. This was granted. I notified **** on January 12 that I wanted this resolved by the following week. I received a response on on January 12 from **** stating "We can totally get it resolved by then." I did not hear back again until January 18. On January 18, **** responded with a proposal. On January 19, I responded I will take another meeting to discuss. **** responded that his office would set up another meeting. It has been another week and I have heard nothing. I want Ice Plumbing to come and pick up their system. I want it totally removed from my property. They have been given multiple chances to remedy the situation and have dropped the ball repeatedly. 

  Customer response

  01/30/2024

  I sent a message to **** advising him that no one has gotten back to me from their office and still no response. (see attached)
  
  At the time of purchase, I believe that this was a bait and switch operation. I wanted a water softner. I was told that was what I was getting. I was presented with a tablet of very fine print and told to sign it with no view of what was being ordered. I never received an invoice of the services or products purchased until I demanded it and it was delivered to me several weeks later (see attached). I had no way of knowing what I was getting because Ice purposely kept me in the dark until that had installed exactly what I did not want. 

  

  Business response

  01/30/2024

  Dear *****,

  We are a little confused when you say no one is getting back to you.

  initially you chose to replace your HVAC system, an air filtration system and a salt free water softener. Attached you will find the signed invoice, it is very clear, and you signed on it prior to us doing the work agreeing to all terms, then after us completing the job agreeing everything is to your full satisfaction. The terms, parts and systems installed were all super clear and agreed upon in a very transparent matter. Following the install we had several visits complimentary, one was for quality assurance check, another to move a thermostat for you, then 20 days after the install we sent a complimentary water heater flush for your house. There you expressed your concern of reading about the system we installed and that you wanted a system with actual refillable salt. From there we communicated with you several times and ended up sending over ****, one of the owners in ice heating and cooling. **** was extremely professional and accommodating and offered to replace this water softener system with a salt system if you preffer, and do this at no charge. You did not agree and asked for us to take out what we installed and provide a full refund, that unfortunately is not possible, as all the work was done already and the system was purchased by you and is not "recyclable".

  Your next action was to withdraw your payment in the form of a CC dispute, placing you into delinquency status, what forced us to send you a notice of intent to lien, the next step is us needing to place a mechanical lien on your house for unpaid services.

  We still stand behind our offer to replace this system with a salt system if you would like, on us, and are here and available to help with anything you would possibly need. We are trying to be more then reasonable and ask you the same courtesy.

  Customer response

  01/30/2024

  "We still stand behind our offer to replace this system with a salt system if you would like, on us, and are here and available to help with anything you would possibly need. We are trying to be more then reasonable and ask you the same courtesy."

  I have been waiting for your office to contact me for two weeks. If you stand behind your offer to replace the system. Why have you not reached out to me with a time for the meeting?

   

  

  Business response

  02/05/2024

  *****,

  The services you have paid for have all been provided and complete. You then pulled back funds in the sum of over $8,000, these funds are past due regardless of any other step we will to take. We are more then willing to move forward with the installation of the salt system out of courtesy, this is not a contingency for you paying for the services you have already received.

  You have in writing both here and in an email from the owner, that we will move forward with installation of salt water system per your request, following the payment in full of your balance owed for the previous work provided. My correspondence was not meant to be threatening, however based on your actions, if this is not settled by this Friday, Feb. 9th, we will be forced to move forward with placing a lien on your house. Once this process starts, our good faith offer will be off the table, and we can move forward through the Judicial system based on the laws and regulations of our industry. 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2020 June installed HVAC. No permits or inspection completed. Unit undersized. 2021 compressor went out....still no inspection completed regarding failure to thrive. Company called out multiple times. Negligent technicians. Office staff unreachable. No compliance from installer. Equipment not registered with Lennox the manufacturer. Warranty fabricated by staff. ***** manager states that he is the owner and I can't talk with anyone else within the company.Refusing to fix appropriately or replace to correct size. 2023 blames failing equipment on insulation and duct work. No original inspection ever done. I have many supporting documents. Invoices , videos with consent to record, and text messages regarding negligent company.

  

  Business response

  05/03/2023

  Tell us why here..ICE Heating and Cooling purchased Fast Responses client list on January 1, 2023. Fast Response Services may have installed the system, however we did not assume their warranty work in the purchase of the company. ICE Heating and Cooling has no record of installing any HVAC System at ********************************* 103. The owners at ************************************* have been in communication with our office and the only thing wrong with their unit is a noisy condenser fan motor which can be replaced under warranty with the manufacturer. I have sent Denice the warranty registration certificate from the manufacturer to respond to the false claim that the unit was not registered (which might I reiterate we did not install) Every contact from the homeowner has been responded to with a phone call or email message. The homeowners at ************************************* have stopped responding to ** and have taken to writing inaccurate reviews and reports such as this one. The issue at this home is a general lack of insulation. When a supervisor went out to assess the unit due to a claim of irregular noise and one room being warmer, he found that on a 70 deg day the attic was over ****************************** the attic is only an r4 equivalent duct system and is gaining heat before the cooled air can enter the home. From what records I do have from Fast response on their installation the system was installed on 7/10/2020.If the unit was undersized, it cooled an entire summer before she had an issue because the next time they were out was on 6/10/2021. The compressor had an issue and was replaced under full warranty with them on 6/13/2022. The system had a 1 year labor warranty at the time and fast response services extended their warranty on labor for an additional year. The system again had no issues cooling her home since, other than a noise that is being caused by a fan motor in the outdoor unit which was diagnosed on 4/21/2023. If the unit was undersized, Fast Response would have been out many more times for insufficient cooling and these service calls never happened. As far as communications go, we have a record of 12 phone calls spanning from 1/18/2023 all the way to 4/29/2023.
  
  The last communication with Denice and ******************* in an email that has not been responded to by Denice on 5/1/2023. ***** told Denice she would be dealing with ***** moving forward and under good faith we were going to replace the condenser even though we have no obligation to do so. Then after receiving that news Denice proceeded to email demands and make threats and send negative reviews falsely claiming that we installed her unit. At this point we again have no obligation to do any warranty work for Denice. We are willing to replace the noisy motor for her under warranty from the manufacturer if she is willing to remove her false reviews of our company. We see no need to replace the unit after further research and again have no obligation what so ever as we did not replace this unit.  .

  Customer response

  05/09/2023

   
  Complaint: 19999925
  
  I am rejecting this response because:
  I have spoke with ***** the manager in March regarding multiple system failures and unit being improperly sized. He stated that he would size correctly if need be. Came out in April and the motor and condenser already going out after a compressor failure. This manager is working under a suspended liscence and recently after the first of the year has changed names. 

  This company absolutely has confirmation of original install because they provided it through email in January.  Whom this manager was the contractor. He has stated that he would correct mistakes made during installation. He refuses to discuss legal permitting and inspection for air conditioner unit or furnace. Upon installation or when the system failed in June of last year. 

  ***** and his team have refused to communicate unless I sign an NDA. Which I made clear I will not sign. So he has refused to correct the work. Invoices do not reflect what was talked about or agreed to verbally.  Invoices are always given back days later unsigned.  I'm told I will never get Invoices for what is going on in the house. I was also told that I had a coil upgraded in December 1st 2022. This company was never at my home in December. I was unaware of any upgrades. Asked if this is what the manufacturer recommends? I was left with silence.  

   Denying responsibility of a very poor job leaving me without proper air-conditioning for another ********* summer. This company won't allow me to speak with other owner of business.  

  Sincerely,
  
  Denice ********

  

  Business response

  05/24/2023

  First and foremost ICE Heating and Cooling did not install any systems at this residence. I would like to see any paperwork stating otherwise. Ice Heating and Cooling operates under ****** Contractors license ***** and ***** which are both active licenses. The only issue with the system at this home is a motor which the bearings are failing. The other issues with the home causing poor cooling are missing and insufficient attic insulation and a poor duct system. The unit is sized properly for the home and if a proper heat load was done, *********** would know that the unit is sized properly. Per Energy star, ACCA and many other organizations a homes sqft is not how you determine the size of a system. A proper Manual J heat load needs to be done. We have attempted to reach out to this client multiple times and her voicemail is full and she does not return our phone calls.

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