ComplaintsforAdco Heating & Air Conditioning Co.

• Initial Complaint

  07/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Have worked with them for 30 years. New house big job all new heat and addition of AC. From the beginning the AC has been underperforming. I involved the distributor at one point and the day he was here whatever they did created an electrical “fire” in attic and basement. I have called and text more times than I can count. Finally 6 weeks ago they seemed to agree the service was undersized for the house based on me getting replacement windows for my 100 years old house. Prior to that it was insulation in the attic so I installed it. Then humidity in the basement. I addressed it. I have change filters religiously and rinse the compressor outside. What I did not do is ever say I was getting new windows. They indicated they may need to redo the system. They previously indicated they have lost money on this job so my guess is they are in no hurry to fix it. I have been extremely patient exhibiting great restraint not mentioning them on social media and to this point not even reporting to BBB but I’ve reached the end of my rope. The heat of the summer and the continued lack of response has worn me out. I think even the office is tired of my calls but they can’t get the owner to call me either. I have a lot of money in this project and unfortunately my balance due is not enough to inspire their return. This is my last resort hoping that their BBB standing means enough to them to put the resolution of this matter back on their radar.

  Business response

  08/01/2022

  The air conditioning load calculation that Adco performed for the house was based on information provided from the homeowner. Including but not limited to the fact that insulation would be installed in attic and new windows would be installed. The calculations showed the house would need between 2.5 and 3 tons of cooling. The original quote for the job consisted of one(1) outside a/c condenser with three(3) indoor air handlers for a total of just over 3 tons of cooling. Ms. ******* was not happy with the price of the quote. I told her that we could eliminate one air handler which would be closer to 2.5 tons of cooling to save money. She was also aware that the third air handler may need to be added later at a cost. She was ok with that and wanted it started right away doing the second floor first then the first floor. We accommodated even though she hadn't insulated, replaced windows, and she had a huge pit in the basement full of water causing and extreme amount of humidity. Every time I went to check the systems, the filters were completely clogged. We added an additional filter rack so that they would last longer. We did this at our cost. She addressed the insulation in the attic and the water in the basement. From what I observed the house maintaining 75-76 degrees on a 95 degree day.  There is a difference of opinion on weather she was going to replace the windows. I re-worked the cooling load calculations with her old windows. I found that in order to get the house cooler on those warm days she does need at least the 3 tons of cooling that was originally quoted.

  Her post is the first I am hearing of any electrical fire. 

  Customer satisfaction is important to us and felt bad for the confusion. I offered to install the third air handler at no extra cost to Ms. *******. That option would guarantee the second floor cooling to 72 on 95 degree day and the first floor should do the same.  I told her if that didn't work I would put a larger system in the basement for the first floor at no cost to her. She refused that option and I'm not real clear on what she wants us to do. 

  Customer response

  08/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  There was no stipulation that there would be new windows or insulation added to this house for the proposed AC to work effectively. I added insulation but I was not willing to replace the windows. This is 100 year old house and I save as much of it as I can, especially the windows. Only after several attempts to get this to function better did they recheck their calculations and admit they had built the system based on replacements windows. On May 13, 2022 I received a text stating  " The windows are the problem. I did figure the calculations on newer windows. We only need 1/2 ton more cooling so it isnt that far off. I'm working on some options May change entire system or add a second system. Just want you to know I was working on it".  At this point I thought we were headed in the right direction.

  One month later on June 10th I was told "I'm actually working on it right now. I will try to get back to you today". I was encouraged. One week later received a text that said:
  

    "I thought I had 2 good options but I cant get the equipment.  The one that I am thinking I should be able to get done soon is to put a ceiling cassette in your bedroom. It would get your upstairs cooling good and might fix the problem with the first floor. If it doesn't fix the first floor I would add a second system for just the first. But you said you didn't want the ceiling cassette in your bedroom so i am still trying to look for other options".

   Last I heard was they were still looking for options. I made the complaint because I haven't heard back and now another two months has passed. I was told repeatedly they would make it right but me calling every three weeks is not sustainable nor has it been successful. I want to believe they are going to make this right and I think they will . The summer is 2/3 over and no resolution and I am out of options other than to see if BBB can facilitate a resolution. 

   

   

  
  
  Regards,
  
  **** *******
  

*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. ↩