ComplaintsforCardinal Heating & A/C Inc

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into a new home in September 2022 with a new HV** system installed by Cardinal. The system didnt function well (a little heat came out when we ran the ** but otherwise could not heat or cool our new home). I called Cardinal several time to request an assessment and was told that they were not taking on new clients even though they installed the system recently. I then learned from another 3rd party HV** assessment that the newly installed unit by Cardinal was significantly oversized for our home causing the issues we were experiencing. I called Cardinal again begging for an assessment so we could understand why they chose such an oversized unit and how it would work for a house of our size and no one would speak with me. They eventually connected me with ***** the sales manager who told me that he could send someone out if I paid the over $500 debt of the previous owner of our home in advance even though there was ZERO record of this debt and no lien placed upon the previous owner at the time of sale. All in all, Cardinal in ********, ** has left our family in the cold (literally) due to their poor work, low accountability, and dubious practices by trying to extort money we do not owe.

  

  Business response

  12/14/2022

  
  The system we installed was based on the existing system and conversations with the, then, homeowner. It was installed in September 2020 and was operating correctly at that time. It had apparently operated properly for two years as we were never contacted for service or maintenance since the installation date. We have called and emailed our client several times to collect the balance due on this property with no response. The property has apparently been sold two times since the original client who purchased the system from us. Its unclear if this system has had any maintenance or service since it was installed over two years ago. The owner of the property between our client and the current homeowner may have had maintenance or service done by another HVAC contractor, but we do not know. We do not know what work has been done on the equipment we installed or the home in the two years since we installed it.  
  As we explained to the current homeowner, we are not taking on new clients at this time, and we cannot service a property that has a past-due balance. Its unfortunate that the previous homeowner did not pay us for the work performed nor disclose the past-due balance on the property. We did not try to extort money from the current homeowner; we asked if they had any way to contact the previous owner to ask them to resolve the past-due balance. We understand if they cannot help get the past due balance resolved, since we have been unsuccessful in our numerous attempts, and we realize they may have to turn to another HVAC contract for ongoing service and maintenance. 
  Since they have such a poor view of our company and have posted negative reviews and complaints, it is best for them to seek a different HVAC contractor to take care of their service and maintenance needs since it seems unlikely for us to have a healthy and respectful business relationship.   
  Thank you,
  
  --
  *******************
  

  
  

  Customer response

  12/16/2022

   
  Complaint: 18453277
  
  I am rejecting this response because:
  
  
  For ******************* and Cardinal: 
  
  
  Your sugar-coated version of the facts does little to change them.

   

  The surprising fact that you are here putting forth your bad business practice (holding back service for a past due few hundred dollars owed from a previous owner twice removed) as justification here speaks directly to the type of business you are running. Now by your own hand for everyone to see, permanently. 
  
  
  I will therefore offer more details through the BBB.
  
  
  While Cardinals incorrectly sized system was installed two years ago, my family is the first full-time tenants to experience its failures since the house was under renovation and uninhabited until this year. 
  
  
  All this aside, our complaint has less to do with your installation and much more to do with your questionable business practices. Your business should be more than installing HVAC systemsit's how you treat people in your community, prospective clients, how you nurture customer relationships and your reputation, how your employees operate based on the values (or lack thereof) of your company. Our short experience with your business was a complete failure due to your lack of business ethics and management practices. 
  
  
  Of course we moved forward with other companies, and more than one noted the system you oversold was way too big by a third, causing many deficiencies. We remedied these problems somewhat and paid for only an hour of professional labor *because all the parts were under the existing warranty.* In your haste to get rid of any responsibility, you never once examined the warranty. You only tried to use us as leverage to get money you had every chance to collect at that closing 2 years ago or the one this summer and failed to. This is despicable business practice. 
  
  
  All the professionals, several of your peers who saw your work, told us that even though its more efficient now with adaptations of the control box and other retrofitting, your oversized system will only last 2/3 of the time before replacement. 
  
  
  Poor workmanship goes hand and hand with poor business practice. Your company culture needs a reset. 
  
  
  Your service business should be held accountable for your actions and the time you take away from innocent citizens in the area like us. 
  
  
  Wishing you all the best with your future endeavors. Do better. 
  

   

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