Complaints

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• Initial Complaint

  Date:09/25/2024

  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.

  On 7/9/2024, Excellent Air Conditioning and Heating Services installed an HVAC in my home, but was unable to complete the installation because a fan belt was needed. Today, 9/25/2024 they returned to finish the installation and charged me an additional $296.14 for the fan belt. At no time were we told that we would have to pay an additional amount for the fan belt and thought the $10,500 was an all-inclusive amount.

  Business Response

  Date: 10/21/2024

  Please know That on June 19th 2024 a formal proposal was send via email to ***** ******* and sent back to us via E-mail signed for approval for the replacement of one (1) *********** furnace and air conditioning system. A deposit payment as agreed was made. The work was scheduled, performed and completed as proposed on July 1st 2024 and balance paid in full on that day as agreed.  Please see accompanied attachments as to "Proposal for Installation" as well as field invoice # ***** which was signed by the customer. Also note the attached "PAID" two (2) page invoice generated on 6/20/24 and completed and sent out to the customer on 7/16/24. Note the highlight on second page "installation date start-up 7/1/2024 ticket ***** ALL COMPETE. 

  I ***** ****** President of Excellent Air Conditioning and Heating Services **** do herby say that i was present for the original inspection of the existing equipment located in the basement of the property located within a confined mechanical room which contains the gas Furnace and Air Conditioning Coil with the Condensing unit located in the rear yard of the Condominium complex. I was also present and did perform all work along with my team replacing the existing system for the entiety of the job on 7/1/2024. The installation and equipment was installed as to the scope of work as outlined and detailed on page 2 of the signed Proposal. 

  While we were installing the new system , we had been tracing out thermostat wires at the Furnace in the basement and that lead us into an adjacent storage room separated from the mechanical room, at that time we noticed that there was a separate ductwork mounted "Booster Fan" that was installed when the condominium was constructed in order to push more air up to the second floor. It was noticed that there was a worn drive belt that was loose and the fan had not been working as intended. I notified the home owners , they had said that they were unaware of any such device. I explained to the home owners that we would see if we can replace the worn belt. An attempt was made to remove the original belt but we could not access the belt without removing a section of duct work. We adjusted the original belt so it would work as a temporary means. I explained to *** and **** ******* what needed to be done in order to remove the belt , have it sized and return to replace it. I explained to *** and  **** ******* that there would be an extra reasonable charge to perform the service to the ************** Since the weather was so hot that week and into the 90s as to the temperature we only started up the cooling on the new system and agreed to return when summer was over to start the heating for the first time. On September 25th 2024 two (2) of my Techs retuned to the residence and started the heat and checked the heat operation of the new system.  At that time soon after , my techs removed the ductwork from the Booster fan and removed the worn belt. Labor necessary to remove the belt was one 1/2 hour with the 2 techs. My Techs had to drive over to the **** supply house located in ************* (************* )  from ********** (******) in order to pick up one (1) new belt and one (1) new spare belt to keep on site at the home for future use. That task took over one hour to go to the supply house and return to the home. They installed the new Belt and lubricated the bearings, put the duct work back together and checked the Booster for proper operation which took 45 minutes. I billed out the repair based on One (1) hour of labor and the price of the two (2) belts, though total time spent repairing the Booster Fan alone was 3 hours. When the customer was presented the bill the customers including their daughter became irate and combative as told by my two (2) techs which lead to a phone call from them to me to which i spoke with both *** and **** ******* and expained the charges and reminded them of our conversation back on 7/1/24 regarding the ************* repair. They did pay the bill and they were left a copy of the signed invoice which is in the attached files # *****. Also know that several days after the ************* repair i called and spoke to ***** ******* to check on them , i had to send back one of my techs to tape up a seam on the ductwork at no charge. Upon speaking to ***** ******* there was no indication that they were unsatisfied with the service as to the ************* and she seemed to be ok with the charges she paid. We are not sure why she made this complaint only to say perhaps it was made out of hast on the day or soon after the repair to the *************.