ComplaintsforAdema Heating & Air Conditioning

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We live in city of Buffalo in 100 year old home. We hired Adema Heating to replace a high efficiency boiler in Oct 2020., including a new hot water tank. The cost was approximately 13K. The boiler never worked properly resulting in many service calls over the next year that cost 100's of additional $$. 1 year later the boiler finally failed completely Dec 21/Jan 22. First, a radiator pipe froze and burst in entry vestibule, causing only minor water damage in tiled vestibule and basement. We were out of town January 22 when boiler failed again, and temperature inside house dropped below 30 degrees resulting in additional pipes freezing. We had a housekeeper staying in house while we were away. Both she and we phoned Adema multiple times prior to pipes bursting, asking them to immediately assess and rectify the situation. We were told to "press reset" on boiler. Adema never made service call. Burst pipe in living room ceiling caused extensive damage and destroyed our antique grand piano. Damage assessed by ***** insurance was over 24K. We have a 15K deductible. We had a master plumber consult the situation,after the pipes burst, along with an Adema representative and a rep from the boiler manufacturer, *******. It turned out that the boiler was installed "hung" improperly. The boiler had tried to restart inself electronically over 30K times. We hired the outside plumber to "rehang"/reinstall boiler and the too small water tank at cost of over 7K. This month he mother board on boiler failed as a result of over 30K restarts, we just replaced part 500$ plus additional 1K labor. Both my husband and I have tried calling Adema many times over past year to speak with owner Kyle. He will not return our calls, nor has he tried to rectify situation. DESIRED OUTCOME: We would like to be reimbursed 15,000 ***** insurance deductible ,7,000 for reinstallation of boiler hot water tank 1,500 for repair of mother board

  

  Business response

  05/09/2023

  We had discussed this issue with the customer extensively back in January of 2022, and the boiler was not the cause of the frozen pipes, but have not heard from them since that time. We offered at that time to help resolve the issue and costs, but never got a response. We did make several service calls on multiple different occasions at the time to try to correct issues in the house’s existing piping system that were the source of the problem, until they decided to use a plumber they knew for the work. We are happy to discuss it with them and see what can be done, we would need to work through our insurance company for a claim of this nature, but would be happy to discuss that with the insurance company and the customer. We did not call out the circuit board, their most recent repair, so that should not involve us. Unfortunately we were never told of these charges and claims that they incurred and hadn’t heard anything in well over a year, until know when they apparently had another problem. If the homeowner would like we would be happy to call them and work through the insurance company to resolve any issues.  Thank you,  Kyle Adema Adema Heating & Air Conditioning, Inc. ~ Since 1873 *** ********* ****** ******** *** **** ***** ****** ***** ******** **** ***** ******** ****** ********************* ******** ******************** 

  Customer response

  05/15/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  BBB spoke with the consumer who said that they have put out a large amount of money to remedy this situation, and she would like a concrete plan on how the business plans to resolve this.  Regards,  ***** ******

  

  Business response

  05/25/2023

  We are happy to discuss it with customer and see what can be done, we would need to work through our insurance company for a claim of this nature, but would be happy to discuss that with the insurance company and the customer. Please ask the homeowner to call Kyle Adema *************) at their convenience and we'll be happy to collect the information needed and work through the insurance company to see if any issues can be resolved to their satisfaction.

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked an HVAC company called Adema Heating and cooling to come look at my HVAC unit. They came out on 12/1/2022 to look. They told me I needed 2 new parts to fix my unit. The issue is the parts they told me I needed to fix are brand new. I had them put in the week before by a different company and watched them install them. I called the Adema technician to ask him why he would say I needed new parts if they are new. He said he just “assumed that’s what I needed and didn’t get a good look at the parts”. I told them I am not paying the $135.94 invoice for the technician to come out. They tried to rip me off. Now I have received 2 notices that they are going to effect my credit and take me to debt collection. The other issue is they are sending this bill to my parents house. I asked them not to do that. I could really use your help. I will attach the picture of the notice below. Thank you

  

  Business response

  03/01/2023

  March 1, 2023 ****, Complaint Handler Better Business Bureau, Inc. 100 Bryant Woods South Amherst, NY 14228 RE: BBB Complaint ID: *********       ******* *****       *** ********* ****        ************** ** ***** Dear ****:We received a call from Mr. ***** requesting a service call at his commercial property located at **** *********** ***., stating that he was experiencing problems with rooftop unit.  When our technician arrived, he found that the furnace was displaying a pressure switch code and that the draft motor would shut off intermittently, he informed the owner of the diagnosis and was told by the owner that a property manager had diagnosed the same issues and just replaced those parts. Once our technician was informed of that he explained that it’s possible that one or both of those parts could have been defective, or that something else could be going on. He offered to call the manufacturer’s tech support to see if something unusual could be going on if it was not those parts, the owner declined.       Mr. ***** was charged a commercial rate diagnostic charge of $125.00 plus tax, which covers sending the trained technician with a truck full of tools to diagnose the problem. There were no additional charges beyond the diagnostic fee. We believe this is a fair and valid charge and service, to which the owner had agreed, we offered a further solution and he declined. We perform thousands of service calls per year and have a multitude of satisfied customers. I have enclosed a copy of the service invoice for your review.  Sincerely, Adema Heating

  Customer response

  03/08/2023

  Better Business Bureau:   I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,  ******* *****  A complete lie. The tech was caught in a lie. He told me he would call his “higher up” and see if he had any ideas. I never received a call back. 

  

  Business response

  03/08/2023

  There is nothing further to add, please see our response below. We received a call from Mr. ***** requesting a service call at his commercial property located at **** *********** ***., stating that he was experiencing problems with rooftop unit. When our technician arrived, he found that the furnace was displaying a pressure switch code and that the draft motor would shut off intermittently, he informed the owner of the diagnosis and was told by the owner that a property manager had diagnosed the same issues and just replaced those parts. Once our technician was informed of that he explained that it’s possible that one or both of those parts could have been defective, or that something else could be going on. He offered to call the manufacturer’s tech support to see if something unusual could be going on if it was not those parts, the owner declined. Mr. ***** was charged a commercial rate diagnostic charge of $125.00 plus tax, which covers sending the trained technician with a truck full of tools to diagnose the problem. There were no additional charges beyond the diagnostic fee. We believe this is a fair and valid charge and service, to which the owner had agreed, we offered a further solution and he declined. 

*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. ↩