ComplaintsforOne Hour Heating & Air Conditioning

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint concerns Seigert One Hour Heating & Air Conditioning in *****, *****. My journey with Seigert began in March, 2019. At that time I was starting to build an addition to my home. My contractor suggested using Seigert for the **** and I agreed. Because the addition was to be small, the Seigert representative suggested using a Daikin mini-split system rather than a traditional heat pump. He said that would minimize the humidity in the addition. Knowing little about **** systems, I naturally agreed to the Seigert recommendation. The rest of the story follow.January, 2020: The addition to my home was completed, including installation of the Daikin mini-split system. December, 2020: the system ceased to function. Seigert, came out to look at it, diagnosed a problem, ordered a part, and two weeks later installed the part. It did not fix the problem.This process of diagnosis, ordering a part, and installing it was repeated five or six times over a period of three months (January-March, 2021) during which time I had no heat in this part of my house.Toward the end of March, 2021: I spoke to the owner of Seigert and told him that it was time to get serious about fixing this problem. He agreed. Late spring, 2021: Seigert gave up trying to repair the original system and installed an entirely new mini-split system. The new system did not maintain the set temperature (random variations of 5 degrees from the set temperature), and the humidity inside the addition was in the unhealthy 60-70% range.Early summer, 2021:I called Seigert and explained the new problem. They replaced the thermostat. It did not fix the problem.Summer, 2021: I repeatedly called Seigert about the new problem, but they quit returning my calls.October, 2021: I had another company remove the Seigert system and install a traditional heat pump which works perfectly. Cost: $7565.Requested resolution: Seigert to pay for half of the newly installed system: $3782.

  

  Business response

  02/22/2022

  The mini split was recommended because the new addition was too small for a conventional unit. The customer was not charged for labor or replacement parts on any subsequent visits, after the first visit. Due to COVID, we had difficulty getting parts & equipment for all models. We finally installed a new, higher performance mini split, free of charge, to try and remedy the issue. We replaced the thermostat in July ******************************************************** this review. We have been in business for ********************************************************************************** a professional manner. 

  Customer response

  02/22/2022

  Complaint: 16684691
  
  I agree with almost everything in the business's response except for two key points.  First, throughout the months-long process of trying to get heat in my house, I would have to call multiple times to get a call back.  After a total of many dozen calls, they finally wore me down.  After the thermostat was replaced (the last step in this very long process), I called three times to tell the company that the thermostat still wasn't working.  None of those three calls were returned and I finally gave up.  I certainly wouldn't have spent more than $7000 to replace the unit the business installed if (1) it worked properly or (2) if they had continued to try to fix it.  Second, the claim that a mini-split was required for my application was the very bad advice that started this whole process.  I finally had a reputable company install a standard heat pump and it has worked perfectly from the first day.  The mini-split was unable to control the humidity in my home, and I understand why now: the condenser coils never get cold enough to remove humidity in the summer.  That led to summer relative humidity levels inside my home of around 70%.  The *** says that indoor humitity greater than 60% is unhealthy and results in the growth of mold.

  To summarize, the advice to install the mini-split was bad and the implementation was worse.  I certainly do not consider this matter resolved.
  
  Regards,
  
  ***************************

  

  Business response

  03/04/2022

  The original install and start-up date of the first system (Daikin) was 02-22-2019. We did not receive a call until 12-01-2020 that the unit was not operating. For over a year the system operated normally. We did not receive any complaints or issues from the customer during this time. We have professionally installed **** systems in over **** homes with spray foam insulation. Most **** companies know that at least a two stage unit is required for any spray foam home. The mini split system has a variable speed compressor which is many steps above a two stage system. I spoke with the other company that replaced the new ********** mini split system, which Siegert One Hour installed on 02-12-2021, with a single stage ****** 1.5 ton system. The other company said the ********** was operating fine when they removed it. Our last service call was on 07-22-2021,at which time,  the thermostat was replaced. The system was operating normal at that time. As stated before, we did not receive a call from the customer again after that. The other ********************** replaced the **** system on 10-02-2021. One Hour had no knowledge of anything until notified by BBB. Therefore, there is nothing to be resolved from Siegert One Hour since we had no knowledge of any problems with the **** system we installed. 

  Customer response

  03/09/2022

  Complaint: 16684691
  
  The building in which the Seigert unit was installed does not have sprayed insulation: it is insulated with fiberglass bats.  I am shocked that Seigert was unaware of this when they made their recommendation for installation of the mini-split unit (the type of insulation is an important parameter that should be considered in the design phase). 

  The unit installed by Seigert was not operating normally when it was replaced: if it was I would not have spent $7000 replacing it.  As I have pointed out twice previously, the thermostat did not correctly hold the set point temperature and the humidity level inside the building was outside the maximum range specified by the *** (60%).  I made both of these points to both Seigert and the company that replaced their unit.  When the unit was first installed, I was told that the mini-split was the best approach for maintaining low humidity: this was bad advice from the very beginning.  As I have further stated previously, I attempted to contact the company multiple times to discuss these two problems.  I was assured by the office person who took my calls that "someone would get back to me", but they didn't.  Finally, after six months of total frustration (three months of which were spent with no heat during the coldest winter in recent memory), I had the unit replaced by a reliable company.  The new single-stage heat pump cools and heats perfectly and maintains the humidity level within the range specified by the ***: 30-60% RH.
  
  Regards,
  
  ***************************

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