Complaints

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• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Date of installation: December 9th-10th, 2024 Nature of dispute: Climatemakers has engaged in gross negligence, fraudulent misrepresentation, and deceptive business practices in the installation of my HVAC system. Due to repeated failures and now undeniable proof of improper installation and negligence, I have demanded an immediate full refund and removal of the defective system at no cost to me. As of 2/14/25, I have obtained video evidence of their technicians admitting to the following facts: 1. Improper and negligent installation. Their own technicians acknowledged on camera that the wiring was done completely wrong and that the unit has been wet inside on every service call. This is irrefutable proof that the initial installation was botched and that their company has failed to correct the issue despite multiple(9) service calls. 2. Use of an unqualified installer. Their technicians confirmed that the individual who installed my system was a salesman, not a trained HVAC technician. This is not only gross negligence but also a clear violation of SC State regulations governing HVAC installation. 3. Fraudulent misrepresentation. Climatemakers knowingly misrepresented the cause of the units failure. Initially, I was told that, "thermostat wires were touching water" but now it has been proven on video that the true cause was severe water exposure inside the unit due to improper installation. This constitutes fraud under SC law. This has all occurred during a heavy winter storm and we have been left for up to a week on multiple occasions with no heat. Prior to the installation, we had a fully functioning HVAC system and were simply looking to upgrade. Understandably, this has caused much mental anguish and uncertainty as to whether we should expect a house fire. In the meantime, we have no climate control in our house located in the humid south, which is undoubtedly damaging our home.

  Customer Answer

  Date: 02/20/2025

  Now Climatemakers is saying that the ******* ********** they employ are afraid to come and service my unit because of my flag. This is South Carolina and ALL of my neighbors have similar flags. This only became an issue after the GM was informed that I have contacted the BBB and Carrier(the company who makes the HVAC unit). They are saying that my flag makes them feel threatened and they are now refusing to come service the unit which is having many problems. Its going to be below freezing this week and we have no heat. This company has been very shady from the start and now they are giving illegitimate excuses for not wanting to fix their defective product. I have a recording of them on their last visit(feb 14) saying many things such as the fact that their salesman installed the unit which is illegal. They said that it keeps smoking fuses and that water got on the main control board which indicates a botched installation. They are mostly scratching their heads and cant figure out the issue. They replaced the fuse on the 14th and it went out the same day.

  Business Response

  Date: 02/21/2025

  We. ClimateMakers have been working diligently to resolve issues that arose following the installation of a new package HVAC unit & ductwork at Ms. Michelle T*****’s home on 12/10-12/11/2024.  We take the allegations in this complaint that Ms. T***** has raised very seriously. We were most recently out at Ms. T*****’s home on Friday 02/14/2025 where we replaced a component that was malfunctioning which had caused several components to not function as designed. We spoke with Ms. T***** on 02/17/2025 to follow up with her to inquire with her about the status of the HVAC system after our repairs on 02/14/2025 and during that conversation she revealed that the unit was functioning properly and as intended.  We followed up again on Wednesday 02/19/2025 at 2:00pm and the system was functioning properly again at that time.  We intend to follow up with Ms. T***** on Monday 02/24 to ensure that the unit continued to function properly through the weekend.  As per our last conversation, Ms. T*****'s is worried that when the temps get back up into the 70s next week and she switches the unit to the air conditioning that unit will start malfunctioning again. The issues we have been working to resolve have been related to the heat side of the HVAC system.  It is our expectation that when temperatures get back up in to the 70’s this upcoming week and the heat setting is changed to air conditioning that the unit continues to function  as the manufacturer intended.   

  Customer Answer

  Date: 03/02/2025

  On 2/23/25, the temperature rose in order for us to run the A/C to make sure the cooling aspect of the unit was functional. The temperature in the home was 74 degrees and we tried to COOL the house down to 72 degrees. When the A/C was turned on, the system blew HOT air and the temperature rose to 81 degrees as opposed to the 72 degrees we asked of it. Therefore, the cooling side of the unit was still inoperable. On 2/25, Climatemakers made their 11th service call on this new HVAC system to replace the thermostat wires. The service technician assured me that this would fix the issue. As the ambient temperature has not rose to above 72 degrees, we are unable to test the unit to ascertain whether the A/C is going to maintain a cool temperature. We are expecting warmer temperatures this week and will be able to run the A/C to see if the unit can cool the house to the set temperature as set at the thermostat. Until we are able to steadily run the A/C, we won't know if the issue was resolved. We will communicate with the BBB to inform you if indeed the problem has been resolved by changing out the thermostat wires. I remain hopeful that the issue will be resolved. I hope you can understand that until this unit runs steadily as programmed, and after experiencing eleven visits with eleven different diagnosis and repairs, I have justified reservations that the issue is completely resolved. I am as optimistic as ever but due to the past issues, remain hesitant in thinking the unit is fully operational. If indeed all is well, I will certainly be satisfied and overjoyed. Thank you for your assistance with this matter and know how appreciative I am that organizations such as the BBB exist to assist consumers when issues with members who participate with the BBB. Thank you for intervening and reaching out to the business to assist in a positive outcome. As a consumer, our options are limited in resolving issues with providers of service. As I'm sure you can imagine, this has been very frustrating for all parties involved.

  Sincerely,

  Michelle T*****