ComplaintsforUrban Heating & Cooling

• Initial Complaint

  06/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Urban Heating and Cooling has been servicing the **** units at the 4 Pet Valu locations I manage for 5+ years. Locations include: **********************************************************, ******************************************************************************************************************************************************************************************. The dates of the transactions vary between the stores depending on maintenance needs. My dispute is that the store owner has been charged for services that have not been completed, leading to irreversible damage to the units resulting in thousands of dollars in repairs and full replacement of multiple heating and cooling units. The business I contacted to assess the issues with all 4 stores reported that the units did not have filters installed, or, the one with a filter had a improper sized filter installed. Metal face plates designed to protect the internal parts were left off, leaning against units and exposing wires and fans to the elements. Units were clogged with debris, and stressed. These rooftop units are not monitored by staff so there was no way of knowing that these services were not being completed. After informing Urban Heating and Cooling of the new technician's findings, and including documentation of services completed, they began ignoring my messages.

  

  Business response

  28/09/2023

  These claims are ridiculous.  All ******* and maintenance was completed as requested.  Our ******* tech actually went above and beyond to help save the owner money by cannibalizing existing units for parts.  3 out of the 4 locations have  2 units on each building and only 1 unit at each location working. Which is putting strain on that unit to do the job of 2 units.  My ******* tech was taking parts of the decommissioned units to help the owner save money when really these units should have been replaced.  We have spoke with the owner about replacing units and she did not have the money - 1st time it was because she bought inventory for Christmas and the next was she had just bought a pet grooming station.  I have emails and quotes with regards to replacing units.  There is nothing that we did besides helping the owner save money that would have done irreversible damage.  No panels were left off operating units and fans are exposed to the elements by manufacture design. (If you go outside even on your residential AC and you will be able to see the fan exposed).  We did not ignore any messages. We spoke about changing units and the owner did not have the money to replace at the time.  Not to mention it has been 3 months since we had last spoke with the owner and I ma guessing that it is because heating season is coming and she will have to purchase new units.  

  Thanks 

• Initial Complaint

  27/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They installed our ac unit and furnace less than two years ago prior to us purchasing the home . All parts and work are suppose to be warrantied by the company. Our ac unit has been working at 50 percent output and costing us an alarming amount of money in bills since we’ve moved in . They did not install our unit or furnace properly which has caused many issues and blew the compressor. We had two very creditable companies come out to look at the units. Both companies stated the unit was not installed properly and left detailed notes as to what needed to be replaced and fixed at the cost of the company. We then contacted the owner and shared all the information with him through phone and email. He sent out a tech 5 days later after I had to keep calling him to do so, who also confirmed this to us the same thing an error with the unit on their part. From there the owner refused to acknowledge any of it or contact me . I finally got a hold of him by phone and he claims that there is nothing wrong with the work he did and is blaming the other two companies for any problems with the units. Stating they came and damaged it and tampered with it , it wasn’t them who didn’t install it right. He also hung up on me several times when I tried to speak to him about the issue, told me to fuck off, and said very rude and arrogant comments to me about my personality and my capabilities as a mother. Further , when I explained to him the duress we were under as we have a newborn at home and the air needed to be fixed he told me open a window not his problem and laughed at me. I eventually stopped calling him as he kept insulting me and hung up one me so many times . He offered no repair solutions and no parts although it was suppose to be warrantied.my husband got him to come out and look at the unit finally, and he stayed for two minutes and then left stating for us to call our buddies to fix it not his issue he’s not at fault once again . We also have photos and docs to share

  

  Business response

  28/09/2022

  Hello this is in reply to complaint ******** (**** *********** - *******). 
  We did install this equipment for another customer on 05/29/20 with no issues after the install and setup.  The next time we heard about this address was Thursday September 22 at 10:52am. (with documents to show initial contact) A service tech was sent out the following day Friday September 23 to inspect the concerns of the customer.  Service tech found the compressor had gone to ground and the TXV bulb disconnected from the refrigerant line as did the other service companies had found.  The only discrepancy was that our tech also found that the air was not bypassing the coil because inside the coil door it was visible that there was metal blocking the air which could not be seen from where they were looking. (We have pictures for proof).  Monday morning, we received a call from her husband asking the status of the situation. I explained to him that the service tech was there Friday afternoon, and this is Monday morning and had not had time to speak to the tech with regards to the job.  The husband said he would send an additional report from another company. I said once I receive the report, I would review the documents and get back to him with recommendations.  Not too long after we received a call from **** who was mad that we had not contacted her.  It was explained that we were waiting on additional documents from the husband before we moved forward, and they had not been sent yet.  We tried to discuss the situation and get some background information.  What we had found out was that they told us they have been out of air conditioning for two years, since they moved in the equipment never worked.  She also told us that they had a company in last year (Syles Heating) and they were only able to find a plugged filter.  After the Syles tech left, they said the unit still did not work but did not call Syles back until what we were told last week. Therefore, going the remainder of last summer and all of this summer without the unit getting the house below 80 degrees???  **** was very irate and irrational as I was trying to understand how someone could go two years without air conditioning working properly. There were many discrepancies in her story and explanations.  **** would not stop talking over me and telling me it was hot in the house in which I replied that it is cool outside and with the air conditioning not working you can open a window to cool the house down for the time being. After not being able to get a word in edgewise and I told her I am not going to listen to her berating me and our company while we trying to figure out a solution. So, I ended up hanging up the phone on her as I did not want to continue the escalation.  I did not tell her to Fuck off.  I then spoke to her husband and told him that I would come out the following day at his convenience because of his work schedule.  Even the husband said she is very emotional right now because of just having the baby.  Next day I entered the house, and everything was cordial.  I inspected the install and found that the filter was plugged, partially plugged coil and seen that the sensing bulb was connected and had been removed.  The husband was there during the inspection and was shown the issues that were found and removed the coil door to show that metal had been installed to prevent air bypassing the coil.  I discussed with the husband the many discrepancies in their stories and the fact they have had other companies working on this unit that it is impossible to know what they did.  The customer said they have had a call from Syles last year and had them return twice recently and also another company (*******).  Both companies did a report and the equipment and installation, and they both used almost identical wording on both reports.  The reports are also just dated for Thursday September 22 the first day we were contacted, and she said she stated in her report that she had been waiting a week for us.  I told him it would be better to get his friend back to repair the system as he would be able to get the parts under warranty and the previous owners did not purchase an extended warranty therefore there is no labour warranty regardless of who does the work.  What we assume happened was last year when Syles came out the tech could not figure out the issue and could have disconnected the sensing bulb and found the dirty filter.  Due to the fact the sensing bulb was disconnected, and the filter plugged, and coil was partially plugged and still the coil is partially plugged, and the filter again was plugged would possibly be the likely cause of the compressor going to ground. Poor maintenance and cat in house.  Due to the fact they have already had multiple companies working on this unit and starting off on a bad relation with the customer we would like nothing more to do with this situation.   

  Attachment explanations

  Initial email - show the first day she reached out to our company

  Intimidation email - email sent to intimdate

  Partially plugged coil pic

  Syles and ******* reports - notice how similiar the wording is even the crossed-out words (looks like one was copying off the other)

  Phone log pic show initial call

   

  Customer response

  03/10/2022

  I’m rejecting his response because it’s all a lie. He installed the unit to the previous homeowners right before we took possession of the home and it wasn’t in the summer months where the unit would be running or for the owners to notice a problem. We moved in January of 2021 and didn’t turn the ac on until June of 2021 so we didn’t know if any issues either until that summer. We did call our provider to let them know of the issue and they sent out Syles whom didn’t touch the unit they simply said to change the air filter which we have done many times to ensure better air quality. We are not ac unit experts we did what they told us to do and at that time never told us we had installation problems or to contact urban heating and cooling. This was a mistake on their part as well.  Then our second summer not two years later we had the same issue . We contacted our provider again who then sent out Syles again and had their senior technician come out . He wrote up a detailed report about the issues at hand and said we needed to contact urban because they installed and created the issue for us. We should not be at fault for the parts or labour because they did not install it properly which then caused it to malfunction and brake . We had another company come out and get a second opinion prior to contacting urban heating and cooling so we had two different companies opinions to support our claim. Both companies stand by their reports and have both made themselves available to contact as they both said we know this owner and he will blame us for his work not being done right. No surprise he did exactly that and has accused us of conspiring with them. 
  

  The owner claims he was going to do something about it but yet avoided speaking to me, returning my emails, taking my calls and returning my calls. He insulted me many times over the phone when we did speak , told me to fuck off although he denies that and hung up on me many times. He claims I spoke over him which I didn’t he wouldn’t let me speak at all actually. he continues to lie to deflect from his poor choice in behaviour and defend his poor choice or work ethic. 
  

  This is not how you do business especially being a part of the BBB. My husband then contacted him to firstly tell him that the way he is treating me and speaking to me as another business himself is wrong and somehow managed to have him come see the unit the following day. My husband never told him I was overly emotional due to having a baby and my husband is now very upset with the false accusations he’s made towards him as well to deflect from his own poor behaviour and language towards me. Further , when he came out to see the unit himself finally he did nothing about it and tried to rig it back to place so it didn’t look out of sorts. Then, said he wasn’t going to fix it he believes we’re lying about it all and it was the other two companies who broke it. Why would the other companies break it ? What purpose or gain would they have of doing so? 
  

  The owner is refusing to acknowledge that his company didn’t install the unit properly, refusing to order the parts to repair them or even have another company repair them and refusing to work with us on this matter although he claims he feels bad for us. 
  

  **** ***** *** **** * ******* **** **** ***** ***** ********** ** ***** * **** ** *** *** *** *** ** **** **** **** *** ***** ****** **** **** ****  
  

  Not to mention accuse me of intimidation, I don’t think he understands what the word means. Sharing reviews online is known practise and isn’t intimidation, nor is contacting the BBB and a lawyer to further create a claim legally about his company. 

  

  Business response

  13/10/2022

  Our response is the truth, and we have no reason to lie about anything.  I have attached a copy of the invoice which clearly shows when the install was completed and I have also included a copy of the invoice to *** solutions which is a home warranty program which started the call for the previous homeowners, when their AC stopped working.  You can see the dates on both invoices – *** 05/13/20 to see if they will cover the cost to replace the unit and then the install date of when the new unit was installed 05/29/20.  The previous homeowners had no issues the rest of the summer – June, July and August.  The new homeowners said they waited until June to turn on the AC and called to have someone out to look at it because it was not working.  Syles came out and said they needed to change the filter but did nothing to fix the issue and the new homeowners did not call them back to say that the unit was still not working until the next summer.  They then had Syles out again and again they did not fix the issue of no AC.  Syles said to contact us, but the homeowners instead contacted another heating company who also did not fix the issue of no AC.  The new homeowners then contacted us on Thursday Sept 22, 2022, the same day as both Syles and ******* had written up this report.  We had our tech out there the next day. All the same information as my last response.  We did not say the other companies broke the unit – what we said is after having these other companies out we do not know what these other companies had or had not done.  I find it hard to believe that the new homeowners would go two summers (2021 and 2022) without AC and without calling either Syles back to rectify the issue or contacting us.  Our labour warranty was for 2 years and not only has that run out but that was for the previous homeowners.  The parts warranty is still available, which any company can provide, and we no longer wish to do business with the new homeowners.  We have been in business for 50 years and take care of our customers.  This is our last response since I just keep repeating the same facts with proof over and over. Thanks

  

  Business response

  18/10/2022

  I have attached everything I have with regards to this complaint.  I will give you a quick rundown of each attachment that I have sent.

   

  • *** ******** ** – This is the paid invoice from the previous customer showing on there is the date of install
  • *** ******* *** ******** – This is the invoice to the home warranty program the previous owners were apart of and how the call came to us originally – you can see the date of this invoice which coincides with install date for the home owner because I believe the home warranty did not cover the replacement
  • Phone log – This is the phone log showing the first time the new home owner contacted us. – Sept 22 10:35am  just happens to be same day of the report from Syles and *******
  • GPS trip history – This shows that I had my service tech out the next day to the location to inspect what the issue was – He found the filter plugged and the coil partially plugged
  • Partially plugged coil pic – Shows the coil being partially plugged and with the filter being plugged also could have lead to the compressor braking down
  • Initial email – This is the initial email from the new home owner Sept 22
  • Intimidation email – This is an email from the new owner threatening to take this to her lawyer and posting this on social media
  • Syles report – This is the service report from Syles Sept 22 also note that Syles was out the previous year and said everything was fine just the filter was plugged but did not fix anything or was not called back until the following year after the summer was almost over – Also note the wording in the report as it looks like he was copying from the other report and crossed out a word to make it not exactly the same
  • ******* report – This is the service report from ******* Sept 22 – All from the same day the called us for the first time and still no one attempted to fix the issue.
  • Last Response – This is the last response I posted on the complaint website for BBB – Which if you read the first and last responses will tell the whole story.    

   

  New home owner went all of 2021 and almost all of 2022 with no AC and did not call us in or call Syles back to get AC running. 

  Our labour warranty we offer is 2 years and for the original home owner which ended in May 2022.  The parts are 10 years and any company can get these with the warranty. We wish to not do business with this new customer for a couple of reasons – 1 – with these other companies coming out we do not know what they did or did not do to the equipment and 2 – We feel we will not get paid for work rendered.  If they had came to us initially which our service sticker is on the equipment (Not sure why they called these other companies) we would have taken care of them.

   

  Please let me know if you need anything else as we do not want to keep going in circles with this and I can not provide much more proof for everything I have said. 

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