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ComplaintsforSRM Residential HVAC Ltd.
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Complaint Details
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Initial Complaint
06/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am looking for resolution with SRM Residential HVAC. This was the HVAC contractor used by ***** ************ for the build of our clinic. We have had issues from the beginning. Here is our story. **** has been unreliable for service from the beginning. When he committed to dates/times to be on site to resolve issues with our heating and cooling system, he would never show up for that committed time. He would then recommit to another date/time after a follow up call and the same pattern would continue. He would only arrive after a few follow up calls and then say 'I was just on my way'. He sent an invoice on January 15, 2021 for service dated July 13th, 2020. We did make a service call. Our heating and air exchange systems were not properly installed. The main heating system was set on the back up electric heat source (rather than the heat pump) resulting in very large monthly heating costs for many months. The air exchanger was not exchanging any air for many months and this was causing many of our staff to be ill. We discovered this by bringing in another HVAC contractor to look at our set up and fix the unresolved issues. Last week on Wednesday, December 1 we found our heat pump unit laying on the ground disconnected from the building. We contacted **** right away to resolve the issue. He arrived that morning to look at it. He committed to coming back on Friday, December 4th to complete the work. He did not show or call on Friday despite my 2 phone calls and an email. I have reached out twice today with no return contact. On Wednesday, **** had to set our main heat onto the emergency electric heat again. This is going to cause another spike in our electric bill at the mercy of his return. We now have a crack in our foundation in the same location as the anchors were placed for the units. We had other professionals provide feedback on the install so we can get better informed on what went wrong and which direction to go. Thank you for listening.Business response
04/01/2022
We have taken steps to resolve the issue and to repair the damages that were stated in the complaint. The issue was partially based on misunderstandings between the parties.
This has never happened with any heat pumps of ours since we are in business (10 years) and we are sorry about the unfortunate event.
We are in contact with ******* to make sure that she will be happy with the resolution.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.