ComplaintsforAbram

• Initial Complaint

  23/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 17, 2022, a ****** AC system was installed by Abram. The outdoor installer could not complete the work, there was an internal leak, difficult to repair. He contacted ****** to no avail and told me he will let the salesman know to have the unit replaced. The indoor installer completed his work but did not turn the furnace on when he left. He also knocked the condensation tubes from the collection tubes and I found water all around the furnace the next morning. On January 27th, I left a message on the salesman's voicemail inquiring about a new unit. He left a message on my answering machine a king valve was ordered. On the 31st, a female from Abram left a message to arrange a service call to install the valve but it could be arranged in the spring as winter was not over. On February 1st, I talked with the owner who told me the AC unit was not going to be replaced. I told him his installer said otherwise. The owner said he needed to talk with his installer. The next day, the owner told me the installer denied saying this. I became upset as I was being called I liar, ended the call and cried. Going forward, I decided I did not wish to deal with Abram as I would need to have a male neighbour at my house whenever there was an Abram technician. I left a message with the owner that I will forego the $1,000 deposit if the (outdoor) AC unit is removed. He agreed to do so. On March 2nd, I emailed to make these arrangements. A date was set and he commented that the holes in the furnace will be covered. I replied that copper coils remain! He cancelled the date and said he will deal with this after being away for several days. I sent an email on the 16th to resolve this issue but I have not received a response. If he insists that cooling coils are also removed, I wish to have the $1,000 refunded. There was a working AC system that was 12 years old but loud. I wish I had it repaired!! ***************************************************************** *****

  Business response

  13/04/2022

  Business Response /* (1000, 5, 2022/03/28) */ As requested, ***** provided a written quote for a replacement air conditioner November 10, 2021. Quote was accepted and a deposit was received. The air conditioner replacement was scheduled and began January 17, 2022. At the time of installation a faulty king valve was discovered and the installation and subsequent start up procedure could not be completed until this part was replaced. The manufacture immediately sent us a replacement king valve. Our office called the customer to schedule the valve replacement in order to complete the installation (full equipment warranty remained intact). I had a conversation with the customer where she indicated that she wanted the air conditioner removed as she did not want it and we could keep the deposit ($1000). I tried at length to help her understand that this was not the right approach as it would not be fair to her to walk away from the deposit. The king valve replacement in no way would devalue the unit and it would be as new, exactly what she ordered. It became apparent that she did not at all understand what happened and when I was trying to explain, she became upset and would not continue the conversation. Finally I relented and agreed to remove the air conditioner as per her request. At this time she then said that she was only letting us remove the condensing unit and we were to leave everything else. There is significantly more labour and material she was asking to be left onsite then her deposit would cover. We remain committed to fulfilling our part of the contract. Alternatively, as per her request, we will remove the condenser and will only invoice for the work and material she elects to keep. We have to date and continue to be prepared to fulfill the contract which was agreed upon. Consumer Response /* (3000, 7, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Of course, the owner is trying to blame me that I do not "understand what happened" because Abram at NO TIME informed me about the failure of the king valve on the day of installation. The installer told me there was an internal leak, "hard to get to" and he would ask the salesman to contact ****** for a new unit. Then, Abram called to arrange for the replacement of a king valve which is external to the unit. Initially, when I talked to the owner about what his installer said to me, he said he would talk with the installer first. The next day, after talking with his installer, the owner told me the installer did not say the unit needed to be replaced. I was very upset, and said so, as he was implying I was a liar, I did say "good-bye", hung up and cried. It's unbelievable to me that Abram thinks I wish to fulfill the contract - I did not sign up to be called a liar with no apology and for the ineptness of his employees. First, the indoor installer left my house, did not turn the furnace back on and knocked the condensation tubes from the furnace and humidifier out of the collection tubes. The next morning, there was water in a 3' x 6' area in front of the furnace. Fortunately, there are foam, carpet squares that absorbed most of the water, otherwise, a larger area would have been affected. Second, it was beyond the outdoor installer's authority to indicate a new unit was needed. Since there is a disconnect between the outdoor installer's diagnosis - internal leak versus the king valve replacement, which is external, I believe this AC unit is a lemon. The owner has tried to convince me otherwise but after he implied I was a liar, why would I believe anything he has to say? I do not trust Abram at all and do not wish to deal with them. It's the principle of the matter: Abram does not deserve my business after all that transpired on the 17th of January. During both conversations I had with the owner, he told me about Abram being in business for almost 100 years. It was initially his grandfather's business, then his uncle's, and he bought it from his uncle. He went on how Abram's has supported the local community over the years. I guess this gives Abram license to treat a female customer in this way. I have talked with male homeowners and HVAC technicians and they are horrified with how I have been treated by Abram. The owner of Abram is proud of his employees and himself in how they have treated a female customer. Twice, the owner has said that I have misunderstood what I have been told; again, he likes to find fault with the female customer. Abram can do no wrong as they have been in business for almost 100 years. When Abram comes to remove their AC system. I will have male neighbours overseeing the removal - I hope the Abram technicians will not cause damage making the installation of the next AC system difficult and added cost to me. It's unfortunate the owner of Abram cannot admit that his company had a bad day on January 17th - everything that could go wrong did. Had he apologized for what transpired that day which was not indicative of the HVAC service his company provides***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** **************************************** ***************************************************************** ********************* Consumer Response /* (2000, 10, 2022/04/06) */ Today, Abram removed the condensing unit, the cooling coils remain in the furnace. My complaint has been resolved. Thank-you!

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