Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ran out of room here, please see Document titled 'AC Complaint' for further details. In September 2021, I decided it was time to replace my old AC unit. I had no idea how old it was and had replaced the motor that summer. I work from home and having a working AC is important to me. I got quotes from several different companies and decided to go with Intelligent Design. I picked them for several reasons. The unit had the best warranty I had found. Intelligent Design seemed very interested in customer satisfaction and there was also a good labor warranty. The contract presented to me looked like I was covered in costs for 10 years, plus I was going to be saving money by using a solar panel to help run my AC. See document titled ‘Contract’. The system was installed in November, and there have been several issues with the system since then. 1. I have never saved any energy from installing a new system, and it doesn’t appear that the solar panel is working (see document titled ‘electric bill’). 2. The installation was shoddy and sloppy 3. In early July I noticed the air coming from the unit seemed to be wet and the humidity in my house was going up 4. Intelligent Design has not lived up to their customer service guarantee.

  Customer Answer

  Date: 08/23/2022

  Good morning,

  I received your message and I just wanted to let you know I have NOT heard from Intelligent Design to resolve this matter.  If they contact me I will let you know.

  Thanks,

  Tracy Long

  

  Business Response

  Date: 07/20/2023

  We cannot address many of the specific concerns laid out in complaint as we were not provided with the photos referred to in the complaint (furnace exhaust, etc.).
  We called the Arizona Registrar of Contractors about this matter and they would like us to bring your attention to Arizona Title 32-1155D2: The registrar may not issue a citation for failure to perform work if: “The contractor’s work has been subject to neglect, modification or abnormal use.” More specifically if another contractor has worked on the equipment. As shown in the complainants letter to you the Arizona Attorney General they referenced having another contractor had been working on the system. We have highlighted this in what she had sent you and it is attached for reference with this response letter.
  As far as our work: We have sent out several of our technicians to the complainant’s house to service the equipment. We have also had the manufacturer of the SunTrac out to check out their AC solar unit. The manufacturer has assured us that their equipment is in proper working order. We also called out a dealer representative from Amana (locally through Geary Pacific) to help us assure that the HVAC system is in proper working order. Upon his visit he adjusted the TXV and assured us that the system is in proper working order and is within normal range of humidity for this time of the year. We have attached our technicians’ notes. The engineers at Amana recommended we go out with a thermal camera to check if there are leaks in the slab or missing insulation in the ceiling. Upon inspection with the thermal camera, we noticed several areas in the ceiling that were warmer than others. This can transmit humidity into the home from the outside. We have also noticed that the complainant sets her thermostat at higher temperatures than normal (see attached pictures), which can create higher humidity in the home rather than cooler climate. We have also discussed with other local companies in their finding that our recent local weather patterns have led to higher humidity for all across the board regardless of HVAC manufacturer (see attached letters). We have exhausted all options for remedying what the complainant considers unduly high humidity.
  
  
  -Andrew Dobbins 
  President/
  Intelligent Design Air Conditioning and Heating Inc.

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Intelligent Design install a 4ton hvac unit in house. My original unit was 3 ton. It runs for 4-6mins., intake was making noise, air is damp and not comfortable. I called the salesman and left messages, didn’t get a response. Two mounts later, Jason call me back and said the other got fired. He blame it on my intake been too small, he made it bigger. Adjusted my registers. Blame it on my thermostat been in the wrong location. Blame it on my house air leakage. I got it tested and my house is sealed fine. Lowered my blower fan speed, now my a/c runs for 9-10mins. Nothing works, so he agreed to replace the unit to a 3 ton. I was told it would take awhile to order it. That was after 2 months of people coming in and out of my house. I was working at that time too. Never heard back. On top of this, they didn’t register my unit, so it’s out of warranty. They said that they will cover the cost of the parts, but that means I’m at there mercy for labor cost. Then I got really sick and by the time I called back, those guys were fired too. I didn’t have the time or energy to start over again. Then Covid-19 came and my husband had health issues. Fast forward to last week, I was told it should be running for 15-20mins, but it’s runny for 9-q-mins. They will do a Manual J calculation, and if it is sized wrong, they will replace it for me. They will take care of their customer. Calculation come out to 29,565 btu to cool my house, which is a 3 ton unit. Now they say, they can’t replace it because it’s a 3.4 ton, the difference is not big enough for it to be switch. They can do more adjustments, like move the blower fan back to highest level, which I don’t know how that would help, if it ran for 4-6mins on highest speed. Check Freon level again, which was done last week, and it’s fine. They keep giving me The Run Around! I am sick of they shenanigans. I just want to get my hvac unit replace with the correct size unit.

  

  Business Response

  Date: 07/20/2023

  The heat load calculation that we did for the engineering on her house shows a 3.5-4 ton system as the proper size.   The system installation was June 2015. The customer has an eight year old unit that she would like us to replace with a brand new system. The system is cooling the home fine based on our diagnostics.  Because this customer has called in to complain, we offered to give her at no cost a 10 year labor and parts warranty provided that would make her happy.  She accepted this and said she would be satisfied and not complain any further.   We will not give her a free unit replacing a system installed 8 years ago.
  

  
  -Andrew Dobbins 
  President/
  Intelligent Design Air Conditioning and Heating Inc.

   

• Initial Complaint

  Date:07/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 3. Was given an estimate of $14,128.00 for air conditioner install, air duct tar removal and cleaning, new duct covers and ozone filtration to remove smoke smell. Appointment was made May 24th for both cleanings and duct cover install. May 5 Air Conditioner was installed immediately. May 23 No word from ID about the arrival time for the appointment the next day so I gave them a call. They said they would arrive the next day day at approx 12:30PM and finish at approx 4:30PM. May 24 Day of appt At 2PM they hadn't arrived or called so I gave them a call. They said they were running late and would be there as soon as they could. We left to stay at a hotel because we had to be out of the house for two days because of the ozone gas. At 4:21PM we got a call that they had arrived at the house. At 5:33PM we got a call that they had completed the work The job that I was told was going to take four hours was completed in one. May 26 Arrived home from the hotel and saw that the new duct covers were not installed and the ducts still looked filthy. Now I'm starting to feel uncomfortable about the company because they never gave me a detailed breakdown of costs. May 27 Got in touch with ID and told them I never received new duct covers and my ducts looked the same as they did before the cleaning. Also asked for them to send me a detailed breakdown of costs. Was told someone would get a hold of me to address my concerns. Gave them before and after pictures of ducts. May 31 ID contacted me and said I would be getting a call today to set up a "Quality Check" Received no call to set up "Quality Check" June 1 Received "description of work" with detailed costs dated May 3. They did not disclose the fact that I would be charged $1034.00 for duct covers and $866.00 for one hour of duct cleaning. June 7 No call came from ID. Called and told three different people to cancel duct covers. Sent them more before and after pictures. July 3 Still no response from ID

  

  Business Response

  Date: 11/10/2022

  We have spoken with the customer and we are happy to reduce the bill for any and all work that was not completed and/or unsatisfactory.  Some of the new supply and return registers needed to be custom ordered and were not available at the time of the installation.  We had planned on installing them once we received them from the supplier.  The customer did not let us completed the job.  At the time of the estimate the customer signed a detailed proposal with a line by line pricing and quantity breakdown and a copy was emailed to her at that time.  The length of time that it takes to clean ducting varies from house to house.  We let her know that it could take as long as 4 hours depending on what we run into.  The type of ducting that she has is called duct board with is basically compressed rigid insulation.  The before and after results were drastic but it is impossible to clean at the same effectiveness as metal ducting or flex duct.  The customer told us we did get rid of the smoke smell in her house.  As stated earlier the agreement that the customer had signed has each item separated with line by line pricing.  With that said, her statement that some of the pricing was not disclosed is not true.  Also the pricing that she wrote for some of the items was incorrect based on the line by line pricing that she signed.  

  

  Business Response

  Date: 11/23/2022

  The customer has been shown pictures of her ducting before and after the cleaning.  The difference is unmistakable.  Also she stated that we got rid of the smoke smell after the ozone treatment.  It is unfortunate that the customer does not have the experience of knowing what ductboard is or how it should look once it is cleaned.  This is not sheetmetal ducting that we can make spotless and shiny after a cleaning.  The customer then wanted to change the contract and not replace all of the supply and return registers.  Even though we had already ordered them and she was under contract we ate the cost and allowed her to cancel that portion of the job.  Now even after removing that cost from the contract the customer is refusing to pay for services rendered.  The duct cleaning and ozone treatment was done and done well.   Customers who try to get free services sometimes try to extort good companies with the threat of tarnishing their reputation unless they get their way.  If feels as though this is one of those cases.  We have shown and proven the quality of the duct cleaning with the pictures we provided to the customer.  We are requiring payment for the job that was completed.  When I told the customer as much on the phone the husband started yelling and throwing the F-bomb around.   Attached are before and after shots of two different locations in their ducting.  

  Customer Answer

  Date: 12/05/2022

   How am I extorting you? How am I tarnishing your reputation. I haven't posted one negative post on google, yelp, Angie's list or any other site. I asked for help from your company back in May and the first I hear from you is in November accusing me of lying and saying that I'm trying to get free stuff. I have paid you over $12,000 and have had consultations with two other HVAC companies that will be cleaning my vents and also taking care of other problems with the installation that have been pointed out to me. None of that will be free! All work will be documented and before and after pictures will be taken. If you would have contacted me back in May like Taylor promised, none of this would be happening now. #1. When I called to inquire about the vent covers in June I was told by the woman in the office that she was sorry but she forgot to order them, November was the first time I ever heard anything about any vent covers being back ordered. #2. I told you the reduced cigarette smell from the ozone machine lasted for about three weeks. #3. When you yelled at me my husband yelled at you. Would you not do the same if someone yelled at your wife? #4. You said that you would take $866.00 off my bill for the unsatisfactory vent cleaning but rescinded the offer after you got mad at me. So basically,  what you are saying is you will ruin my credit for no other reason than revenge for me asking for help from the Better Business Bureau.