ComplaintsforRadiant Plumbing & Air Conditioning - Austin

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Situation: Sewer line issue/blockage so I called to come out. I paid over $700 for them to run a camera and use a high pressure sprayer to clean the line (underground). - The next day, the line clogged again and I called ****, the master plumber to notify him and ask him to co me out to check the issue. He said he would schedule it, then stopped responding to my calls or texts for a while (all texts attached). I called the office they told me they would have a manger call me. That never happened. I contacted **** again and he stated he would send to a manager. His field manager or office manager never followed up. I had another plumber come out with a camera and he showed me exactly where the problem was at 62 feet mark ***** pipe. On Radiant's invoice, they state the following and they are not living up to their end of the contract: Terms and Conditions. I further agree, upon completion of work, to let Radiant know about any less than satisfactory experience with the staff or workmanship so we can make any necessary adjustments. We are fanatical about customer satisfaction. If there is anything we can do to make your service experience better,don't hesitate to give us a call! Well, I called and texted to no avail. I don't think I should have to pay for this considering the circumstances and others should be warned.

  

  Business response

  03/05/2024

  To whom it may concern:
  
  Our customer relations team has attempted multiple times to be in contact with the customer. At the time of the issue, our customer relations manager reached out multiple times to which we were told directly by the customer that "I'm not interested in speaking with you". Once this complaint came in through the BBB, we immediately emailed the customer to make contact and attempt to discuss if there is any resolution we can come to. We have been unable to get a response to the email. The customer was originally charged for a hydro jetting which did include a complimentary camera. We needed to clear the line with the hydro-****** to be able to use the camera to get the proper diagnostics. The customer was presented with multiple estimates to fix the ongoing issues at the home that would require a more permanent fix but declined at the time of service. At this time, we are unable to offer any refund do to the fact that we did perform the service of hydro jetting and did perform a complimentary camera as well to ensure we were giving the proper next steps for a long-term fix. 

  Customer response

  03/05/2024

  Complaint: 21366000
  
  I am rejecting this response because PER THE AGREEMENT Signed:  Terms & Conditions. I further agree, upon completion of work, to let Radiant know about any less than satisfactory experience with the staff or workmanship so we can make any necessary adjustments. We are fanatical about customer satisfaction. If there is anything we can do to make your service experience better, don't hesitate to give us a call!   -- I did exactly that -  **** tech didn't help.  I called office to no avail.  Now they are saying I must pay because the completed a service (just because they did it, it doesn't mean it was done poperly.  I literally had to call another plumber to come out because of their lack of responsiveness.  The plumber confirmed at 62' there is a mass that was not jetted properly.  All I'm asking Radiant to do is send their crew back out with the camera and check the spot and fix it.  That's what **** said he was going to do when I spoke to him the day after the service.your technician told me he was coming back out because there was still blockage in the line that he did the hydrojet.  I'm not saying he didn't do the job once, he just missed one spot.  Afterthe first conversation with ****, he said he was going to work w/ the tech and would come back out to resolve the issue.  He passed the buck and no one is willing to resolve (literaly went on for over a month and half).  Per their policy on the agreement that I signed, I did contact Radiant promptly and **** or office manager did not take care of the situation.  Now their collections department is calling threatening me to report this to my credit.  I have emailed ************************* at Radiant directly asking for a meeting to resolve (3/5).  
  
  Regards,
  
  *********************

  

  Business response

  03/06/2024

  We have personally spoke with the customer and come to a resolution of a removal of the balance. The customer has accepted this a resolution and a revised invoice has been sent to the customer as proof. 

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint *********************************** RADIANT PLUMBING & AIR CONDITIONING *** ************************************************ License #: ************** Expiration Date: 11/21/2024 Type: BE License Status: Active Synopsis of Complaint On 6/16/21 Radiant Air Conditioning installed a 5-ton ******* Air Conditioning Unit with UV Light at a cost of $16441.66. The system began experiencing issues on 6/18/21 just two days after installation and has since been serviced ********************************************************** non-function in both heat exceeding 100 degrees and below freezing leaving the home virtually uninhabitable during these time periods. During the various repairs techs have indicated repeatedly that there appear to be issues relating to the install of the unit including uninstalled heat strips, improperly installed control panels and fuses, improperly installed alarms, and wiring issues that resulted in the need for a hard start unit, separate surge protector and rewiring of the *** light to a separate circuit. Techs have further referenced a belief the unit is likely a Lemon, and stated the service contract would be extended at no cost due to the extensive amount of repairs the unit has needed. Radiant has now abandoned the service contract, requiring the homeowner to pay for service on a unit that has never functioned properly, failed to take the steps necessary to exchange the unit as a lemon, and refused requests for removal of the unit and refund of monies paid or full replacement of the defective unit. Furthermore, homeowners have since learned the fees charged by Radiant for the ******* Unit were far in excess of customary and standard fees for a unit of this brand, size, and type in the ****** metro area during the pandemic and it appears Radiant may have engaged in price gouging. Timeline of Events 6/14/21 Radiant employees ************************* and *********************** inspected the original 5-ton Lennox unit installed at 441 Moorhen Cove from 2009 to 2021. The recommendation of the techs was a full unit replacement. ******* staff assisted in the filing of financing paperwork and were advised by **************** of the $16,000 credit limit extended to the homeowners. The cost of the unit was not quoted until after the credit application was completed and approved. 6/16/21 Radiant employee *************************** installs the 5-ton ******* unit at 441 Moorhen Cove at a cost of $16441.66. Air Handler - Model:AVPTC61D14 Serial number: ********** Condenser **************** Serial number: ********** Evaporator Coils ************** Serial number: ********** 6/**/************************* employee Catlyn advised by text of burning smells from the unit as well as uncapped wires protruding from the unit that were concerning to the homeowners. 6/22/21 Radiant employee *************************** services the unit. Tech rolls and caps the wires verifies installation was done properly.7/3/21 and 7/4/21 Radiant employee ************************* conducts emergency service on the unit in the middle of the night after it stop functioning in 100-degree heat. A blown fuse inside the air conditioner is found. Radiant blames PEC for changing the meter, however the breakdown occurred more than 12 hours after the meter is changed and no other homeowners experienced the issue. 7/6/21 Radiant employee *************************** services the unit. Tech states the control panel was improperly connected and explains that they did not receive training on the new control panels and that probably caused the improper installation.12/15/21 Radiant employee *************************** services the unit. 9/7/22 Radiant employee ********************* services the unit following another breakdown. 9/28/22 Radiant employee ********************* services the unit. It is discovered the breakdown is being caused by transformer to the *** light system failing (char/burn marks on the high voltage side when they showed it to me). They replaced the transformer and moved the *** to a separate circuit, stating that is the cause of the recent breakdowns.9/29/22 The homeowners speak with Radiant management about the issues relating to the unit. It is agreed upon at that time that they would begin the process with ******* to due a lemon return on the unit. 10/4/22 Radiant employee *********************** services the unit following another breakdown. Tech states that the hard start unit was improperly installed and that he reinstalled it properly 10/18/22 Radiant employee *** the service manager contacts the homeowners and states the hard start unit was replaced (not sure who to believe on this one the tech said he properly reinstalled the existing one) and the service contract was extended a year due to the constant issues. This extension would make the end date of the service contract 6/16/24. 12/23/22 Employees at the call center advised the homeowners that HV** units do not work in below freezing weather and to use the stove to heat the house. (A potentially fatal recommendation.) 12/23/22 Radiant employee ********************* services the unit after it stopped working in below freezing weather. Tech found the heat strips were never installed on the unit. 1/17/23 Radiant employee ************************* services the unit following another breakdown. Tech states the ** Transformer to UV system blew again. Tech showed me the unit being replaced which was charred and blackened. Tech states split to its own circuit breaker and installed new circuit breaker installed outside. Tech states he spoke with service manager and they were now renewing the service warranty to a fresh 2 years.3/30/23 Radiant employee ************************* services the unit.7/25/23 Radiant employee *********************** services the unit following yet another breakdown. Tech states the wet switch shut down the unit however he cannot figure out why it triggered as there was only 1/8 of an inch of water on the opposite side of the pan. Tech states he reinstalled the wet switch in the proper location Tech states, we are out of service warranty. However, when he called it was confirmed the service warranty had been extended two years. Spoke with ************************* who stated he was reviewing the file to determine what steps are needed to lemon the unit.7/28/23 Radiant employee *************************** services the unit. Tech states he installed an electrical logger and changed out or installed a breaker on the on the outside of the house. Tech confirmed the labor warranty was renewed, stated he would let me know if he found out that was not correct. States they will be back in about a week to get the logger and check the results. The homeowners were never advised a tech was coming to the house, that the logger was picked up or the results of the logger.12/15/23 It is discovered by the homeowners that during the July 2023 service the air filter in the attic was not reinstalled and the unit has been functioning with no filter for approximately 5 months. 1/21/23 Radiant is notified the unit is not functioning yet again during below freezing weather. The call center states they spoke with ************************* who spoke with *************************** and that the service contract was not in fact extended and the homeowners would have to pay for the service call. Radiant states that no tech is available until 1/22/23. 1/22/23 Radiant employee *********************** services the unit. Tech states that two exterior breakers have gone bad and will require an electrician to replace. Tech states the logger unit was not found and does not appear to have ever been installed. Tech further states that he does vaguely remember them telling him not to charge us at the last visit as the service warranty was extended. Homeowners are charged $39.00 for the service. Summary It is the belief of the homeowners that Radiant who procured and installed the ******* unit and has been the sole air conditioning provider to service the unit since its installation:Bears responsibility for the repeated breakdowns and current state of the air conditioning unit. Misrepresented the quality of the unit. Engaged in price gouging by finding out how much credit was extended to the homeowners from ***** Fargo then adjusting their pricing to maximize the amount charged to the homeowners.Misrepresented their ability to properly install the unit. Misrepresented their ability to diagnose issues with the unit they sold and to properly service and maintain the unit in a reasonable manner. Fraudulently represented that they were attempting to replace the unit as a lemon when in fact they were not.Misrepresented that the service contract was extended on no less than two occasions. Made fraudulent statements regarding the condition of the unit, diagnosis of issues, and actual work performed.Failed to provide the homeowners with documentation detailing diagnosis of issues, recommended work, or actual work performed.Has engaged in a pattern of misrepresenting facts, making fraudulent statements, and overcharging clients. This pattern is evident when reviewing BBB complaints and online reviews.It is the belief of the homeowners that ******* Air Conditioning and Heating ********************************************************:Manufactured a defective unit and has failed to replace it.Failed to respond to a request for homeowner assistance sent to ********************************** on January 18, 2023.As a result of their awareness of the issues and failure to act are complicit in the current state of the air conditioning unit. Requested Remedy Refund of monies paid to Radiant Air Conditioning and removal of the ******* Unit from 441 ************, *******, ***** 78641.Compensation for time periods spent without air conditioning or heat during times of extreme heat and cold.Disciplinary action against Radiant Air Conditionings license in compliance with current TDLR policies and state Law.Removal of responses to reviews by Radiant staff indicating the issue was resolved in a timely manner.

  

  Business response

  02/01/2024

  To whom it may concern:
  
  Our management team has worked with the client regarding these issues multiple times. Our team did a full review of the account this week to evaluate all the service occurrences noted above. We found that 1 courtesy visit was due to the client believing they smelled a burning odor, and mentioned wires were loose. ************** went out and zip tied the wires, and confirmed installation was done correctly. 5 additional courtesy visits were related to us going to their home and advising them that they needed an electrician due to pre-existing breakers overheating.This was also the cause of the most recent service and for that reason it was a chargeable event.  5 preventative maintenance visits that were not related to issues with the unit. 3 recalls (1 wet switch trip possibly related to a dirty filter creating condensation in the pan, 1 where the hard start kit was connected incorrectly, and 1 time the heat strips needed to be programmed). We also included,free of charge, surge protectors on the indoor and outdoor unit to protect the equipment after the client has specified concerns with the unit. These surge protectors would not assist with the breakers overheating but would help protect the **** unit itself. Because of these reasons and the full evaluation of this account we are unable to offer any compensation. We strongly recommend the client have the breakers addressed by an electrician.

  Customer response

  02/02/2024

  Complaint: 21176636
  
  I am rejecting this response because:

  We reject Radiants response as misleading and incomplete.In fact portions of their response support our allegation that the unit was NOT properly installed:

  Your initial line in the response state ************** went out and zip tied the wires, and confirmed installation was done correctly. Which indicates there were in fact lose wires that needed to be addressed. But then you state there were 3 recalls 1 wet switch trip possibly related to a dirty filter creating condensation in the pan 1 where the hard start kit was connected incorrectlyand 1 time the heat strips needed to be programmed.

  It should be noted the filters were being changed by Radiants staff on the schedule prescribed by Radiants staff. The response fails to indicate if an improperly installed hard start unit could affect the health of the actual unit following install and improper functioning for over a year. Additionally, the response glosses over that whether the heat strips were not installed at all (which we were told) or were not programmed (as the response states) that would clearly indicate an unprofessional and incomplete install that resulted in my family having no heat during teen temperatures for over 24 hours. This was after your staff advised us to use the stove to keep warm.

  The response further does not address the blown internal fuse on the ** on July 3rd and 4th that your staff blamed on the *** meter change. This failure left my family in 100+degree heat without air conditioning for nearly 12 hours. *** was contacted and stated this was improbable and that they had no similar complaints. Nor does the response address that the ** light blew prematurely and had to be replaced,indicating your notes are either incomplete, or entered as a convenience.

  Furthermore, while yes, the last visit was a blown breaker which has been changed. The previous unit, also a 5-ton unit, worked on the breakers and electrical system for 12 years without a single issue relating to electricity. Radiant staff allegedly installed a logger that would have identified the issue earlier, the logger per your staff was either never installed or if it was the results were negative for an electrical issue because we were never contacted with results.

  Lastly, Radiants response does not address that their staff advised us the service warranty was extended due to the issues (which Radiant admits at least four portions of the install had issues) and they are not honoring that extension. Nor does Radiant address that they overcharged us by at least 30-40% during the pandemic. 
  
  Regards,
  
  *******************************

  

  Business response

  02/07/2024

  To whom it may concern:
  
  While we have reviewed the account entirely. Our team has agreed that if the client is able to provide documentation of the remedied breakers by a professional electrician, we will offer to have a manager and a representative of the manufacturer on site to do a full evaluation of the unit for the clients knowledge of where the unit stands. Again, we would need to verify that the electrical issues have been remedied before doing so.

  Customer response

  02/07/2024

  Complaint: 21176636
  
  We welcome having a manager and representative of the manufacturer do a full evaluation of the unit. However, we remain concerned that Radiant is not addressing the multiple failures of the unit during extreme heat and cold or the extended warranty that is no longer being honored and would like those issues addressed. Nor is Radiant addressing the excessive charges for the unit. I have attached the requested documentation including the receipt for the new breaker and a photo of the removed breaker, the installation was completed by a professional electrician in the neighborhood as a courtesy.

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

  

  Business response

  02/13/2024

  We are currently scheduled for our manager and manufacture representative to review the unit with the customer. This is scheduled for 3/1/24 then we will be able to provide more information. 

  Customer response

  02/13/2024

  Complaint: 21176636
  
  I am rejecting this response because:

  We have agreed to allow Radiant and the ******* Rep ****** to the property to inspect the unit on 3/1/24 at 10AM. 

  We remain concerned that Radiant is not addressing the multiple failures of the unit during extreme heat and cold or the extended warranty that is no longer being honored and would like those issues addressed. Nor is Radiant addressing the excessive charges for the unit. After the inspections these issues can be addressed more fully.

  I am also attaching an invoice showing that we separately paid for a Preventative Maintenance Contract for $199.00. This in conjunction with the *** that came with the unit should have extended our *** The invoice does not clearly state if it is for one year or two however either way the *** would not have expired at the 2 years that were given with the new installation. I have also attached the price quote so it is clear the amount we paid. 

  
  Regards, -- *******
  
  *******************************

  

  Business response

  02/15/2024

  We will be addressing all of the customer concerns while on site on 3/1/24. 

  Customer response

  02/15/2024

  Complaint: 21176636
  
  We remain concerned that Radiant is not addressing the multiple failures of the unit during extreme heat and cold or the extended warranty that is no longer being honored and would like those issues addressed. Nor is Radiant addressing the excessive charges for the unit. After the inspections these issues can be addressed more fully.

  
  Furthermore they are not addressing the invoice showing that we separately paid for a Preventative Maintenance Contract for $199.00. This in conjunction with the *** that came with the unit should have extended our *** The invoice does not clearly state if it is for one year or two however either way the *** would not have expired at the 2 years that were given with the new installation.

  Under BBB rules I am required to reject the response within 6 days or the case will close therefore I am rejecting it to ensure the complaint stays active while the issues are resolved. 

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

  

  Business response

  02/22/2024

  Hello, 

  As stated we will be addressing concerns on 3/1/24 where a ******* rep will be present for evaluation of the unit. Thanks for working with us on this! 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tonight, again, our new air conditioning unit is not working. We have had multiple problems, mostly electrical, with our $20k new unit. Tonight is the worst, as it appears it may have caused a fire. They have not called us about this, and honestly I believe that it may have fried the new ac unit. I am livid. Terrible workmanship. Pray our house doesnt burn down tonight. Not that they care.

  

  Business response

  10/19/2023

  We appreciate the opportunity to work on this and would welcome any documentation supporting that the unit in question has started a fire. Could this information be provided that would be very helpful! How was is assessed that the unit caused a fire? Thanks so much for your help! 

  Customer response

  10/20/2023

  Complaint: 20750043
  
  I am rejecting this response because: Your representative came out and took pictures of the fire. I find this response disingenuous.
  
  Regards,
  
  *********************

  

  Business response

  10/31/2023

  On 10/19 a technician came and performed service. That included replacement of a wire and a adding data logger for further review. We appreciate the opportunity to work on this with you. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were quoted a price of just under $30,000 for plumbing work. They have since charged us ****** on Greensky. We have called numerous time. The project manager, *****, has verbally confirmed we were overcharged, but they have not rescinded the charges.We never received any information verbally or on paper that they would be charging us an additional $10,000.

  

  Business response

  09/27/2023

  This concern was addressed quickly upon us being notified of the situation. We have already processed the refund with ****************. The refund was returned to Greensky in the amount of $9,281.95. Please reach out directly to ******** if this is not reflected on your statement as it has fully processed on our end. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a major plumbing issue. We had to get it fixed ASAP. Against my better judgment we paid $12000 to have the line capped and rerouted. They also put in a new sewer outlet pipe. What I was not aware of was that they did not cap off the old sewer outlet pipe as evidenced in this photo. It took a long time to back up but when it did they said there was no proof it was them that did it. Who else would have. They would not respond to our complaints.

  

  Business response

  09/15/2023

  Our management team has spoken directly with the customer to explain the work that was performed and the reason for the issue at hand. The customer has told us she is looking to work with a different company for these repairs since this is not something pertaining to our work but will reach out to us if necessary. 

  Customer response

  09/15/2023

  Complaint: 20571680
  
  I am rejecting this response because: I do not accept that this problem was not caused by Radiant. What I was told after providing proof that they had done some digging in the area where the problem occurred (something they originally denied) was that the person who did it was no longer with the company and the only resolution they could offer me was to send someone out to give me an estimate to repair the problem they originally caused. I did not want to pay any additional money for a problem they caused. I was promised a hassle free warranty and have received nothing but a huge hassle from this company.
  
  Regards,
  
  ***************************

  

  Business response

  09/21/2023

  We spoke directly with the homeowner offering for a manager to review the customer concerns on site. Customer let us know that the job has been completed but she expecting more from **. We apologized for the situation and have let her know that should anything further take place, to reach directly out to our management team and we will get them on site for a full review under the two year parts and labor warranty. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Radiant to check out the ** at a friends house in 9/22. I paid them the agreed upon amount by credit card on the spot. I later received a statement from Radiant in 3/23 for the invoice from 9/22. Confused by the past due invoice with no explanation, I responded with the credit card transaction/payment info attached to satisfy their accounting records. I didnt receive a response but on 7/16/2023 I received a duplicate, final statement including a note that I would be sent to collections if they do not receive the total amount within 5 days. I have responded once again, with my proof of payment attached again, with no return communication from Radiant again. Im concerned that my ignored attempts to resolve a discrepancy on my account record will result in a negative impact on my credit if sent to collections and I still wont have a clue whats going on. Very frustrating.

  

  Business response

  08/02/2023

  ************,

  Thank you for reaching out. We would love to review and come to a resolution with you. We have attempted to reach out and have sent an email to the one you have provided. Please follow up with **************** via email for us to further investigate. 

  Thank you

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Radiant took advantage of my older, trusting parents to scam them out of $10,000. When they were in a desperate situation (it was brutally hot, they had no water in the house, etc) they quoted them $17K for a job 2 of their neighbors received for $7K. We have proof of this. Radiant also refuses to provide an itemized receipt for the cost of the services. This is illegal and predatory. Please help us.

  

  Business response

  07/24/2023

  To whom it may concern: We apologize that our customer feels that we have taken advantage of them, and we have acknowledged the experience they stated they had with our company. We have investigated into the issues that the customer has stated of being overcharged and not receiving an itemized invoice, we since have made some corrective actions of reaching out to understand the experience the customer went through and created and sent itemized invoice breakdowns for the customer to review. We proceeded to follow up with the customer after sending the invoices over to address any additional concerns they may have had.We proceeded to acknowledge their concerns and after a conversation with the customer,an agreement was reached to refund some of the work performed. Please let us know if you have any additional questions or concerns.

  Customer response

  07/24/2023

  Complaint: 20326580
  
  You still charged us $11,800 for a $7000 job. The charges taken off were complete bogus for work my father had already completed himself. Please correct this fully or we will continue to share our story  with everyone in our community and on social media. Do you really care more about getting an illegal $5k from my parents vs losing your reputation online and in your neighborhood? Its truly sick. Id rather close my business than treat my customers the way you do, and Im now in ***. Are you actually Texan? Were better than that. 
  

  

  Business response

  08/03/2023

   We are sorry to hear that you still feel that we have taken advantage of you. We have acknowledged the experience that you had and, we did try to rectify as we came to an agreement with customer and since have fulfilled and refunded some of the work that was performed. We are sorry that we were unable to charge what your neighbors paid back in 2016 as we do try to stay as competitive as possible.Please let us know if you have any additional questions or concerns.

  Customer response

  08/05/2023

  Complaint: 20326580
  
  I am rejecting this response because: it was not in 2016. They said it was within the last calendar year. You guys are truly snakes, and people like you make me lose faith in the world. When you put good energy into the world, you receive it. The same goes for lying and cheating. Truly, I wish you the best as you navigate your bad karma in this life. I honestly dont know how you can look at yourselves in the mirror each day. 

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted Radiant to help fix an issue we were experiencing with our A/C unit, specifically the drip pan filling with water. We were on a preventative maintenance plan with them and have had great experience with them in the past, which is why we choose them. A technician was deploy to our home the morning of 6/19. He diagnosed our issue being that two capacitors (one inside and one outside) needed replacing. We were charged $800 for 15 mins worth of work. Instead of this fixing our problem, it made it worse because he failed to reseal the seems in our duct work, causing a flap directly above our drip pan to leak water and cold air. We tried to get an *********** rescheduled with Radiant ASAP, since this was an issue caused by them, and couldn't be seen again until 6/21, during which we suffered raising water into our drip pan. Our new *********** was scheduled for the morning between 8-9am. We received a message at 7:50a that the tech was on his way. However, at 9:30a he never showed. Unfortunately, I had a doctor's *********** to get to at 9:45a so I had to leave, and reschedule the ***********. I was assured by the Customer ********************** rep that we'd be on the schedule that day. I called at 12:37, 1:37, and 2:37 and still no tech was assigned to us. Finally, they got the same tech to come to our home around 5:35p. He proceeded to tell us that our entire back panel was cracked (wasn't that way on 6/19) and attempted to glue the seals he failed originally to re-tape. He told us we could begin using our A/C immediately (we didn't have to wait for the glue to dry). Immediately after he left, we not only have glue in our drip pan, but he still failed to glue a vital flap above the drip pan. So now, not only is water still leaking and filling the pan, it's now mixed with the glue he used. I would like a 100% refund for the $800 we were charged and the nightmare we've endured this week, as well as the issue to be 100% fixed without further chargers.

  

  Business response

  06/30/2023

  To whom it may concern:
  On June 19th we visited the home of the Bell family because they were having issues with the drain pan filling up with water. The technician removed the water from the drain pan, and cleared the drain line. During his inspection he also identified that some of the parts of this system were operating outside of manufacturer specifications. He recommended to the client that these be replaced to prevent future failure, and the customer accepted.
  
  On June 21st we were called back to the customers home as the pan had filled with water again. When the tech inspected the unit he found that the unit was condensating which caused the tape to come off of the connection between the unit, and the ductwork. At this point he recognized where the water was originating from, and suggested that their primary pan is likely cracked and is where the water was coming from.
  
  On June 23rd we were called and asked to send the tech back again because the tape had come off again due to the condensation, and our tech resealed the same area again.
  
  The client demanded that we refund all of their money, and fix the pan that was cracked before we ever came to the home that was causing water to leak in the first place. We offered a 50% refund due to us having to go back repeatedly to this client's home in a short amount of time. The client accepted, and we then told them that the tech would call them back to quote the repair of the drain pan. When the technician called the client back they demanded that we replace their drain pan for free. We declined to do this work for free as it was a pre-existing condition. 
  
  Please let us know if you have any additional questions or concerns.

  Customer response

  07/03/2023

  Complaint: 20221484
  
  I am rejecting this response because there is fundamentally incorrect information in this statement putting the blame on the wrong party. Firstly, "When the tech inspected the unit he found that the unit was condensating which caused the tape to come off of the connection between the unit, and the ductwork." The condensation was caused because the technician removed the tape on 6/19 and failed to seal it back properly. This caused a worsening of not only our original issue (which was the water in the drip pan in the first place -- More water was filling after his "fix"), but also caused our duct to be saturated with water. This was the issue we were seeking being remedied because it was a direct result of the technician improperly doing his job and causing further damage to our equipment. 
  
  
  We agreed to be charged nearly $800 for "parts of this system were operating outside of manufacturer specifications" because we were under the assumption that this was the root cause of our original issue and it was in fact not. We feel completely duped and blindsided. Of course we continued to have issues with the water filling in our drip pan because he original technician failed to accurately inspect and detect the cause to the issue we were experiencing in the first place. 
  
  
  Secondly, "On June 23rd we were called and asked to send the tech back again because the tape had come off again due to the condensation, and our tech resealed the same area again." Again, the tape did not fall off; the technician removed this on 6/19. After the original technician came back on the 21st, the duct work was too saturated with water for tape to stick properly. Instead, he used glue/putty. However, he failed to seal an open flap (again, an issue caused by him) underneath the ductwork. This in turn, caused the unit to become further saturated with water and failed again to fix the original issue of water filling in our drip pan. The glue/putty he used fell into the drip pan and worsened the condition of the actual pan - causing a mixture of glue water and now a layer of glue to exist in our drip pan. 
  
  
  Lastly, "The client demanded that we refund all of their money, and fix the pan that was cracked before we ever came to the home that was causing water to leak in the first place" Yes, we did want a full refund because of this technician's shoddy work. However, we did not demand a fix to the cracked pan. The pan is not cracked at all. On 6/21 the original technician mentioned that our back panel was cracked. Something is supposedly found on his second trip to our home, instead of on 6/19. When the second technician came on 6/23, he inspected the area and found no issue with the back panel. We did want a full replacement of our drip pan, because the original technician dropped glue/putty and caused the condition of the drip pan to be in a worse spot than what it was prior to 6/19. 
  
  
  "We declined to do this work for free as it was a pre-existing condition." The glue soiled drip pan is not a pre-existing condition, In fact, it is a direct result of the technician's carelessness when trying to glue the entire issue he caused. 
  
  
  I recognize we're now in a "We said...They said" situation, but the fact of the matter is any other service organization that takes pride in their work and their paying customers would take no issue in rectifying an issue that is caused by their company. In our situation, Radiant has failed us. They made our equipment worse off. In fact, we likely need to get our ductwork entirely replaced because, as of today 7/3, it is still so saturated with water, causing more cracks in the seals, and at risk of developing mold. Our drip pan, as a result, is still filling with water. They've put the blame on us when in fact we did nothing but entrust them to help us out.
  
  
  I was ready to move forward and get another company to fix these mistakes, but based on this response, I will not walk away. I would still like the drip pan to be replaced. This response shows the lack of understanding that the customer ********************** representative had based on our case. In addition, she directly asked me to retract this complaint with the BBB, which I feel is a fundamental result of her not wanting to take ownership of Radiant's actions. 
  
  
  Please let us know if you have any additional questions or concerns.
  
  Regards,

  Shawnasee Bell

  

  Business response

  07/06/2023

  To whom it may concern:
  We stand by our decision to refuse to do free repairs to the client's per-existing drain pan issue. The homeowner declined to do repairs to the drain pan when the technician suggested that this was the root cause of the issue they were experiencing. The homeowner attempted to tape the unit himself, and the technician attempted to assist by applying mastic that is specifically made for sealing ductwork connections. Unfortunately the tape, and mastic will not hold unless the root cause of the condensation and leaking is addressed. These were issues that existed before we ever went to this home, and the client has refused to repair after it was brought to their attention. In order to resolve this we will refund the remaining 50% of the money paid for parts that were replaced on this system. However, we will not replace the drain pan for free, and will no longer service this property in the future due to the client's refusal to take responsibility for a pre-existing condition on their HVAC system. Please let us know if you have any additional questions or concerns.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Radiant's service has been a complete disaster. Over the course of 8months(March-November), they were out to our house at least 8times and left us with a broken system. Got opinions from 2 other companies and they were shocked at horrible job Radiant did. Examples include, 3ft hole that blew open above indoor unit through seal they made, bypass return installed in a conditioned area (should go back to recirculate in the unit), several unsealed ducts, ducts daisy-chained together, giant gaps, buckets and plenums sealed, no permits for work done.Total cost for work $11,697.15, requesting full refund.attached docs have proof of attempted call, photos of poor work, and emaplyee text admitting work was done wrong. Have reached out to Radient for refund and was informed that becace we did not alert them before having their work redone with a new company they cannot give us a refund. Documentation shows we did attempt to content and opportunity to rectify everything was on 11/3/2022. Raident failed to document any of this.Link to Yelp review with detailed time line: ***********************************************************************************************************************************************************************************************************(direct)

  

  Business response

  02/03/2023

  Mr. ***** ********************* have been in direct contact with our management team regarding their complaint. We have provided a timeline of the events that have occurred within our company and after reviewing the account in detail we have provided a resolution of $1,000 as we believe this is fair for errors within our scheduling team. The customer did not approve of this refund. As for the job, we stand by the work we performed and followed through with the quoted work that they approved.

  Customer response

  02/10/2023

  Complaint: 18894618
  
  I am rejecting this response because:

  Radiant has made no attempt to address our concerns.They did provide us a timeline that was completely inaccurate and was proven wrong by documentation we had already provided them. They performed un-permitted, illegal, shoddy work, which is clear from the photos we provided and confirmed to be inadequate based on the accounts of one of the Radiant techs, 2 third-party HVAC companies, and an ****** city inspector who reviewed photos of the work done. The job never should have started with out the proper permits acquired. They conducted business illegally. 

  After providing all of this information to them, Radiant ignored all these issues to claim it was just a couple of scheduling errors, which does not even begin to acknowledge the multitude of issues we had with them.
  
  Regards,
  
  ***************************

  

  Business response

  02/14/2023

  In direct response to the customer's claim of our business performing "un-permitted, illegal work". We have confirmed with the **************'s management that a permit was never required for the work we provided. This is because we did not perform a full system or full ductwork replacement. While we have attempted to address all of the customer's concerns, we still stand behind our work and believe our original offer of $1000 compensation for the scheduling issues is adequate. 

  Customer response

  02/20/2023

  Complaint: 18894618
  
  I am rejecting this response because:

  Based on our conversations with the City, a permit is required for the work Radiant conducted. Furthermore, even work exempt from permits still must still comply with applicable Building Codes, City Codes, and all other applicable ordinances. We confirmed with an Austin **** inspector that the work that Radiant did would not pass an inspection.
  

  Once again, the work done in our attic, which Radiant has now repeatedly stated they stand by, was inadequate and marked by poor workmanship. This was confirmed by a visual inspection of a Radiant tech and 2 third-party HVAC techs. It was also confirmed from a **** inspector who saw the final photos of Radiants work that the job was not done up to code, even after they returned several times to fix their work.
  

  Ultimately, while scheduling issues with Radiant were a huge headache to deal with, our primary concern remains the substandard and inadequate work performed by Radiant.
  
  
  Regards,
  
  ***************************

  

  Business response

  03/28/2023

  We reject these accusations because again, we have confirmed with the **************'s management that a permit was never required for the work we provided. This is because we did not perform a full system or full ductwork replacement. While we have attempted to address all of the customer's concerns, we still stand behind our work and believe our original offer of $1000 compensation for the scheduling issues is adequate. 

  Customer response

  04/01/2023

  Complaint: 18894618
  
  I am rejecting this response for the same reasons as last time. Copying previous message below:

  Based on our conversations with the City, a permit is required for the work Radiant conducted. Furthermore, even work exempt from permits still must still comply with applicable Building Codes, City Codes, and all other applicable ordinances. We confirmed with an Austin **** inspector that the work that Radiant did would not pass an inspection.
  
  Once again, the work done in our attic, which Radiant has now repeatedly stated they stand by, was inadequate and marked by poor workmanship. This was confirmed by a visual inspection of a Radiant tech and 2 third-party HVAC techs. It was also confirmed from a **** inspector who saw the final photos of Radiants work that the job was not done up to code, even after they returned several times to fix their work.
  
  Ultimately, while scheduling issues with Radiant were a huge headache to deal with, our primary concern remains the substandard and inadequate work performed by Radiant.
  
  Regards,
  
  ***************************

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  About three weeks ago Radiant came out to investigate why the bathroom in my guest house backed up with water overflowing in the shower and the toilet leaking. They said tree roots had invaded several places in my backyard drain between the main house and the guest house and the entrie drain should be replaced. I paid $20,000 for replacing the drain and now it is backing up again. They tell me they cannot get a repairman out here for five days. I essentially paid $20,000 for nothing and cannot get the repari in a timely manner. These people are awful. Do not use them. I feel I was duped and robbed.

  

  Business response

  01/06/2023

  We have spoken directly with the customer.Upon the initial reach out the customer was advised by our customer ********************** representative that our scheduling was delayed. This was transferred directly to a manager which approved same-day service. We had a technician on-site within hours. We received this review after that service, so we made contact with the customer again to attempt to have a technician with a camera go onsite to determine any additional issues and check our work. The customer has declined these requests as they have had another company out to clear their drain. The customer was advised to give us a call if anything further occurs and we would be happy to help. 

  Customer response

  01/07/2023

  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 at this time.  We are on hold to see if the problem recurs.  
  
  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. ↩