ComplaintsforA New Image Heating & Cooling

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a full HVAC system. Job was never completed. Its been about 6 months now. Every time I call, I get a customer service agent that says the installment manager will contact me. Never happens. At this point, I would like the parts that a I paid for and a refund for the labor I never received. I will also be filing a complaint with the states licensing board and small claims court if this matter is not resolved swiftly.

  

  Business response

  02/26/2024

  We are sorry for the delay.  We have already contacted this customer and will be visiting them this week to get his registers installed.  The job was complete as far as equipment and ductwork goes and we were waiting for the customer to finish interior work before we could install the registers.  Everything should be on track and finished this week.

  Customer response

  02/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******
  
  
  

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed my AC in February and start using it in May in 3 months I had two issues with the AC it’s blowing hot air even with the thermostat is off . I paid 9000 dollars for split system and extra 600 hundreds dollars for extended warranty. Called the customer service on Saturday and they said they will send someone out on Monday. I have 3 months old infant and it’s 95 degrees in my house now. How come after 3 months old unit break down twice?

  

  Business response

  08/28/2023

  We are very sorry to learn of *** ** ********* *ssue with his new Air Conditioner.  I also listened to the recorded call he had with our after hours call center.  We could have done better.  We did offer him overtime service if he wanted. Our operator told him she didn't know if there would be a cost which is correct, she doesn't know that.  She did say a technician would call him back and explain.  Unfortunately this only made  *** ** ******* angrier. We are scheduled to go there Monday morning between 8:00-9:00 AM.

  I looked into the other call when the A/C wasn't working.  Somehow the disconnect was not inserted fully which caused the issue.  Perhaps it worked it's way loose.  It was working properly when we did the start up on the system back on 4/21/23.  We came out and corrected it and didn't charge for that.  PLEASE SEE THE NOTES BELOW WHICH WERE FORM THAT EARLIER SERVICE CALL.

  I Reached out to Mr. ** ******* first thing Monday morning at 7:20 AM to discuss the communication issue and confirm that we will be there early today.  He didn't answer or call back.

  I will reach out again

   

  **** ******

   

  Upon arrival found the disconnect not pushed in all the way. So we pushed it in all they way and the system is operational at
  this time.
  TA S K D E S C R I P T I O N QT Y P R I C E TOTA L
  CB CALL BACK Warranty work - Within 30 Days of original appointment 1.00 $0.00 $0.00

• Initial Complaint

  07/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Recently I had a poor experience with HWAC company named "A new image - heating and cooling", newimagehvac.com. Their representative* *** *** *****, came to our house and gave his written estimate. We gave him 50% deposit as he requested and we had to wait for couple of weeks for their service. After about two weeks he called us and said that we have to pay extra (~$800) to "improve airflow at furnace" and said that he apologizes for not informing us when he quoted us. See their email attached. I do not argue for or against his suggested technical improvement but quote is quote (see quote attached). Obviously, he saw the need for it but did not include it in the original quote, perhaps, to seem more attractive at first glance. Second, they changed the model of air conditioner that they want to install twice (see quote with changed A/C name attached) compared to the one they originally quoted. After they changed it the second time, I gave up with them and asked for my deposit back.

  

  Business response

  07/11/2022

  We are very sorry for the customers poor experience.  In short there are supply issues with the larger 5 ton A/C units and both of our main suppliers were unable to ship due to NO PRODUCT AVAILABLE.  We offered a third brand which is still a highly rated, as one of the best but the customer declined.  As to the additional ductwork we pointed out our concerns that even though his original system had been working it was actually installed incorrectly.  For these larger 5 ton A/C units to operate at maximum efficiencies there needs to be more return ductwork than he has.  As you can see in my letter to the customer which he has attached I explained this.  Somehow the customer feels that we were trying to cheat him when actually we were trying to help him.

   

  The bottom line is we wanted and tried to help out this customer by offering other solutions to get around the industry shortages and giving him an upgrade option to fix the undersized return ductwork.  He did not except.  Of course we are refunding his deposit.

   

   

  Customer response

  07/11/2022

  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.

  "As to the additional ductwork we pointed out our concerns that even though his original system had been working it was actually installed incorrectly.  For these larger 5 ton A/C units to operate at maximum efficiencies there needs to be more return ductwork than he has.  As you can see in my letter to the customer which he has attached I explained this.  Somehow the customer feels that we were trying to cheat him when actually we were trying to help him"

   

  I do not argue about the technical side of it (improve the airflow) but I am  wondering why this work was not included in the original quote and reported to me only two days before the project start? The company did not visit my place after they ussed the quote so they know that there is an additional part of the project (and associated additional cost) but did not report it to me when the quote was offered. 

  Also, why the company did not check with their suppliers whether or not the A/C that they offer in the quote is available. Isn't it their responsibility?
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ********
  
  
  
  
   

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October (around the 15th) of 2021, I hired A New Image for a full HVAC installation including AC, Furnace, & Duct work. They provided financing through ****** **** where they billed the $13,900 we agreed to. Following, they started the job in October however additional work was required on our end to "plug and play." During the installation they cut 3 electrical wires without informing me or my General Contractor- 1 of us was always on-site. Once ready, they came back out to hook up the furnace in November but did not leave registers, fix the cold air return that they damaged or complete the install of the main floor cold air returns. In between this time I had hired an electrician who spent hours trying to track down why certain wires were not working just to find out they had been cut where duct work was. I had contacted them and Josh arrived and informed us he was aware of the problem yet offered no apologies/resolutions for their mistake, & did not finish the job or bring registers. After not hearing back I called the main office where **** (manager) was also aware, said he was too busy & would get back to me but he never did. I sent a text to Tony (whom had previously texted me throughout the install) about the registers and job needing finished. Registers were dropped off, the job was not finished, and no resolution was offered about wire cutting mistake. I call again and **** tried to say it was not their fault and it was an easy fix (maybe if I was aware & was an electrician?). We went back and fourth for nearly 45 minutes on 2/14 where he agreed to come finish the job and apply a $200 refund to my account. To this day- neither has happened. I do not believe I should have been billed in full prior to the job being complete. I would like the $200 refunded to my dollar bank account as I had to pay an electrician that + some to identify the problem & repair their mistake. I would also like my job completed as I paid for it in October.

  

  Business response

  03/01/2022

  We are sorry that **. ****** experience wasn't up to her expectations.   I do need to point out that we informed the electrician of the cut wire (it had to be cut and moved due to it being in the way of some ductwork).  Unfortunately, that electrician was fired and replaced by another and the information was never passed on.  Not our fault.    As far as her problems with paying for the job up front, it was her decision to use Dollar Bank to finance the project and those are the terms she agreed to.    She asked for $200 to pay for the electrical issue and we agreed to pay what she asked.  I will make sure any registers needed will be dropped off and a $200 check will sent out.  We are please to see the customer is not complaining about the quality of work  as it is topnotch.     We strive to have nothing but extremely satisfied customers and will try to communicate with this one better moving forward.

  Customer response

  03/01/2022

  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.
  
  the business agreed to cut the check they previously promised but did not do prior to this complaint however they did not state that they would come complete the job. They stated they will drop off registers but you can see in my original complaint the register portion had already been done. Regardless of how the business feels the quality can not be determined as the job has not been completed yet paid for in full, and the fact that they did not tell the homeowner of the mistake, the one whom is paying them and the electricians, is not good customer service. In addition to the check they are mailing I would like my job completed unless they intend to send additional monies so that I can have someone else complete it. The cold air returns on the main floor have not been installed and they damaged a part of the cold air returns that were done (near the furnace) during install and yet have not repaired. 
  
  Regards,
  
  **** ****
  
  
  
  
   

  

  Business response

  03/22/2022

  Again let me state that Ms. **** believes that somehow we are responsible for miscommunication between the two different electricians she had on the job.   We are not but offered to pay her the $200.00 she asked for and drop off registers so we can close this matter. Although she agreed that this would be a suitable solution to her complaint she then made incorrect complaints against us with the BBB.  We would be happy to follow through on our end if she drops the complaint.

   

  **** ******

*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. ↩