Complaints

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• Initial Complaint

  Date:08/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We closed with Risland Homes on our home at 1931 Wynne Ave, Prosper, Texas on April 22, 2022. Prior to closing, we noticed that the single (3 Ton) outside air conditioner unit looked small for the 3,363 sqft home. We told the builder we were skeptical about the effectiveness of the unit, but we were assured the unit would be appropriate for our home even during Summer months. We agreed with the builder to take a, "wait and see" approach. Unfortunately, we discovered over this summer that the unit does not cool our home to our satisfaction. It runs 24 hours a day and cannot maintain 75 degrees or less.
  
  Upon hearing our complaint, Risland referred us to their air-conditioning contractor, Tempo Air. Tempo Air responded by taking some temperature measurements, and later a technician attempted to adjust the system. Even with the adjustment, the system is inadequate and we are uncomfortable. Today for example, the temperature outside is 95, and the indoor temperature is 76, even with the air-conditioner running constantly.
  
  Tempo Air later recommended adding a mini-split system. We agree with this approach, but Tempo Air and Risland Homes each refuse to pay for the additional equipment installation that needs to occur.
  
  Per the builder's request, we waited until after closing to see if the air conditioner was good enough, and now we see that the system is too small as we originally suggested, but the builder is not honoring their commitment to fix it.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/04) */
  The homeowner at the referenced address contacted members of Risland Homes team, expressing concerns over the performance of the air conditioning unit during the high heat spell of the North Texas summer. The concern was forwarded to the installing HVAC company Tempo Air for review and response. With the air conditioner performance information that was provided by the homeowner, it appeared that the unit was operating as anticipated, and in a manner that was consistent with code mandated design parameters for the daily high temperatures and was a non-emergency situation. With the workload on Tempo Air's service team in the summer, scheduling for service calls is prioritized for "No Cooling" service calls, ahead of other service issues so a service tech was not immediately dispatched. The following is a summary of some of the communications and actions take in the assessment of the performance of the installed air conditioning unit.
  
  On June 24, 2022, the owner of the home at **** ***** ******* *** **** ******, emailed our warranty department and stated that the air conditioner could not keep up with the demand, and could only cool the house to 73 degrees in the afternoon. The approximate exterior air temperature reached 100 that day. Mr. ******' communication indicated that he thought the air conditioner was either undersized, the insulation was insufficient, or both. Subsequent communications indicated that the customer's 3rd party inspector had set the expectation that the Air Conditioner was undersized, without performing the house specific calculations to come to that conclusion.
  On Jun27th, 2022 the homeowner indicated that with an outside temperature of 100+ in the afternoon, the Air Conditioner could only cool the house to 71 or 72 degrees.
  Tempo Mechanical was contacted regarding the customer's concern on the Air Conditioner's performance.
  On June 29th, the customer sent an email with a generic sizing chart from the internet that used bulk floor area footage with no other parameters for Air Conditioner Sizing and indicated that he thought they needed a second AC unit. This information was forwarded to Tempo Air for their review. Sizing guideline specifically list such sizing methods as invalid and inappropriate.
  On July 5th Mr. ****** sent an email directly to Tempo and Risland Warranty stating that the AC unit was undersized for the house, per his internet research and his own calculations.
  On July 6th Risland requested an update from Tempo on the scheduling of an AC Service call to the home.
  July 6th Tempo responded that the customer was not using the correct parameters for the sizing calculations, and that Tempo's Engineering Department was preparing a letter for the customer to clarify how the sizing calculations are properly done. Tempo indicated that their Warranty Manager was preparing data loggers to be placed in the home at various locations to take readings throughout the day and night, to get a better measure of the systems performance.
  July 6th, although the system appeared to be performing as expected during the 100+ degree temperatures, Risland requested that Tempo perform a system service call to inspect the system and look for anything affecting the performance, and to see if there were any adjustments that could be made to increase the system cooling ability in the extreme temperature conditions. This was done in an earnest attempt to address the homeowners personal comfort issue that was not being met, although the system was operating within design parameters.
  July 6th, Tempo contacted Mr. ****** with specific information on how the sizing was calculated and attached the system calculations for the home. Tempo also indicated that they were directed by Risland to perform a full system inspection to analyze the performance and look for anything affecting the system and anything that could be done to maximize the system performance. Tempo also indicated to the homeowner that they would like to place data loggers in the home in various locations to provide time stamped temperature readings throughout the home 24 hours a day for a period of days to further assess the system performance.
  July 11th, Tempo installed data loggers throughout the home.
  July 19th, Mr. ****** contacted Tempo inquiring into the data gathered, and suggested that another AC unit be installed called a Mini-Split.
  July 28th, Tempo indicated to the homeowner that based on the data gathered, Tempo would like to schedule an appointment for an air balancing of the system. Air balancing is done to moderate any temperature differentials between rooms.
  August 9th, Air balancing was performed.
  
  Risland Homs also employs a License 3rd Party Energy Consultant, Fox Energy, that inspects various aspects of the building and the HVAC system to confirm the homes comply with applicable energy and building code design and performance standards. These inspections include but are not limited to the following items:
  Building envelope for air sealing prior to the installation of the wall insulation.
  Inspection and testing of the HVAC system for installation requirements and air sealing to minimize air leakage within the system.
  Inspection of the wall insulation to confirm proper installation and the R-rating of the installed insulation meets design parameters. This is done prior to installation of the drywall.
  Final building energy inspection which includes:
  o Visual inspection using the checklist from the Green Built Texas energy requirements, which includes air quality and HVAC system components and controls.
  o Confirming attic insulation is properly installed and meets the design R-Value.
  o Performing a Blower Door Test which measure the total air leakage of the home and confirms the total leakages is below the calculated maximum threshold allowed.
  o HVAC System operation and room to room air pressurization.
  Risland Homes also requested a review by Fox Energy of the HVAC system calculations and the measured operational performance of the HVAC System. The Energy Consultant concluded that the system was performing exactly as intended and designed to perform, per the Federal Guidelines. The system cooling to 73 degrees is below the Federal threshold of 75 degrees design temperate. The system running constantly was also per design and reaching maximum operational and energy efficiency.
  
  In summary, Risland Homes has taken this matter very seriously and has responded to the customer's complaint of the HVAC system performance, with the intent to address and resolve any system performance issues. The performance of the system has been thoroughly assessed, the design parameters and calculations have been reviewed and confirmed to meet or exceed the design criteria stipulated in the Federal Energy Guidelines. The system performance has also been reviewed by the Energy Rater employed to inspect the energy performance of the home, with the conclusion that the system is operating exactly as it is supposed to be operating per the Federal Guidelines. Although the HVAC system is not meeting the customers personal expectations, there is nothing defective in either the design or operation of the system installed, and it meets all governing building code and energy code guidelines. The insulation values of the home were verified by the energy rater to be per design.
  
  It's critically important that HVAC systems are designed properly for each specific home as we have ensured and verified was done. It is equally important to make sure HVAC systems are not oversized in order to prevent excess humidity that the systems cannot displace, which can lead to microbial and mold build up in the home.
  
  Therefore, no further action is warranted or recommended with the system currently installed in the home. Please see attached supporting documentation.
  
  Ronald ******** - Director of Purchasing and Construction