ComplaintsforR&R Heating & Air Conditioning, Inc.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New Furnace Installed 3/31-4/1, 2021. Was agreed upon with *************************, the Salesperson, who made 2 visits to discuss install. We agreed that the sheetrock that needed to be cut in order for the new venting runs to be installed would be cut with a knife, to minimize a mess. One of the heating runs was cut with a recip saw, causing a terrible mess. My bed or anything else in my bed room was not covered until I went downstairs and covered my bed. Sheetrock dust was EVERYWHERE. Inside my clothes dressers, hung up clothes,all over my bed sheets. Outside my bedroom. Workers did not cover or remove or ask me to move my Oriental Rugs. Walked on, sheetrock dust ground into rugs. They left about 5pm, I was up till 130am washing bedding, getting bedroom inhabitable. I still have not totally cleaned the room to show R&R the breadth of mess left. ***** has been sent emails and pictures, responded twice that He would address the situation. Now no response. 16 loads of wash done, minimum.

  

  Business response

  05/12/2022

  Hello *****,

  We are so, so sorry about the mess! ***** and the retro installation team should have asked that items be moved and/or covered to protect them from the drywall dust, etc. created when cutting into the wall. We should have certainly better communicated this to you! We are so very sorry for all of the mess and the cleanup. Once more, we failed on the communication front.

  With kindest regards,

  The R&R Customer Experience Team

• Initial Complaint

  07/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a new furnace, to replace my old one, that worked great, but was old, so bought a new one from them..After two days of running full time, the unit was unable to lower to inside temperature to any acceptable level.I called and complained, but they said, Its just the way they are, they run full time, but can not be adjusted... What? He explained, they are just made to run always on, but to use the same power, but not to reach the setting on the thermostat. When it is 105 outside, it reaches 87 inside. This will never due. They knew this before they sold it, but did not tell me,. or any one, I guess. I pleaded for my old one back, and agreed to pay for it to be reinstalled, and they can have the new one, free. But I ordered a new AC from them to help, but still can not have any good AC or my old one back? The new furnace runs at one speed, and can not be adjusted, I was told. Only in heating mode, does it have two speeds.

  

  Business response

  05/12/2022

  Hello *******,

  We sincerely apologize for our sales team not explaining the limitations of the system to you before purchasing the equipment, as we very certainly should have. It also sounds like there was indeed some miscommunication regarding the equipment function and the available speeds, etc. The sales team should have also better communicated the performance limits of the system. We certainly failed on communication big time! The R&R team is so, so sorry for this poor example of proper customer care.

  Kindest regard,

  The R&R Service Team

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told at time of install that the electrical conduit HAD to be run across the middle of our cedar siding. This affected a window installation a few weeks later, and so after days of contacting R&R to come out and help the window contractor remove the electrical conduit (contractor was not licensed to touch electrical) we escalated the issue to manager ***** who stated the conduit should have been installed at the bottom of the cedar and could have been buried but his crew doesnt dig. We had been told these were not options available at the time of install. We told ***** we would dig a trench and asked that he come bury it. It has been 5 months and they have ignored our calls. We told them if they didnt finish the job they would be forcing us to hire an electrician, which we just did. We feel they owe us reimbursement for the electrician we hired ($500) as this would have never been a problem if *** hadnt lied to us at the time of install.

  

  Business response

  05/12/2022

  Hello *******,

  This was indeed a failure on our part to explain how the conduit should have been installed from the get-go for the system. More importantly, we should have worked with you on the options that we had available to us given where the conduit was and how this would affect the installation. We failed hugely on the communication front and *** should have better explained the limitations at the time. We are sincerely sorry for all of the hassles and headaches!

  With kind regards,

  The R&R Service Team

*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. ↩