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:06/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Replaced old HVAC with Heat Pump on 04/08/2024. Paid $15,084.39 for this work. Installation for condensate drain line piping should have included a P-Trap but this was not done. Due to this, water doesnt flow freely out the discharge port due to negative pressure during operation. A technician tried to fix this once, but couldnt do it as he ran out of time. Unit is still leaking and during operation, outdoor air is being sucked through the condensate pipe and bypasses the filter in place blowing dirty unfiltered air into the system and home. Its 06/11/2024 and they have not reached out to fix the issue.

  Business Response

  Date: 06/13/2024

  Every time this customer reached out to us to complain about any issue, we immediately reached out to him and offered to send out the technician the very next day (24 hour resolution) but the customer either did not pick our calls or told us he is not available for the technician on the days we provided. We have proofs of al the calls made to him immediately he complained about anything. 

  We have been in continuous contact with him since day one and never ignored his calls or messages. We went out immediately to fix all his issues which he acknowledges as well.  Regarding this P-trap issue, we have been trying to get him to give us a date to come and fix it but due to his bust schedule, he hasn't been able to give us a specific date to perform the correction. This is because he wants to be present when the correction is happening and he is available only on select ***** and dates in the week. 

  Each time we called him, he has either asked us to call him back and then hasn't been available to take his calls. We have called him thrice this week again to get him to give us a time and date to come and fic this issue. We will keep trying and hopefully resolve this issue ASAP. 

  Regards,

  HVAC & Insulation Gurus 

   

  Customer Answer

  Date: 06/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The information provided by the company is not accurate and I would like to call this out.

  Response from Company:

  "Regarding this **trap issue, we have been trying to get him to give us a date to come and fix it but due to his bust schedule, he hasn't been able to give us a specific date to perform the correction. This is because he wants to be present when the correction is happening and he is available only on select ***** and dates in the week. Each time we called him, he has either asked us to call him back and then hasn't been available to take his calls. We have called him thrice this week again to get him to give us a time and date to come and fic this issue. We will keep trying and hopefully resolve this issue ASAP. "

  My Response:

  1. **Trap issue was causing water overflow on 05/30. Tech was sent out on 05/31 and acknowledged **trap wasn't installed. Tech couldn't install **Trap as he had another job at different site. I took time off for this

  2. On 06/04 they called me to schedule **Trap installation on 06/05 between 8am-10am. I agreed to this and took time off. Got notified at 810am on 06/05 that tech cant make it. They need to reschedule to 06/06 8-10am. This is the only time I said no as there wouldn't be anyone at home on this date and time. They said will call back on 06/06 evening or 06/07 to reschedule but never got a call back.

  3. On after Yelp Review and BBB complain, they called me on 06/13 918am to schedule the **trap appointment. I told them to please call me back at 11am as I was in a meeting. Never got a call back till later that afternoon. They scheduled the **trap installation on 06/17 8-10am which I accepted.

  4. Got a call from Project manager on 06/13 afternoon to reschedule to 06/14 8-10am which I accepted

  So based on this, the evidence shows that the Business is lying about constantly trying to contact me and schedule the work and I wasn't available. I have only been unavailable once on 06/06. I have full records of calls and email communications. Since the **trap has been installed and matters resolve, we can close this issue but I wanted to make sure that this goes on record that the business is being untruthful about me being unavailable all the time. 

  
  
  Sincerely,
  
  Shaman Thliamplam

• Initial Complaint

  Date:05/28/2024

  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.

  In 2018, I had insulation, ducting and a new **** carrier system installed. The hvac carrier system is under warranty for 20 years via carrier. However, the install for the carrier system is not. There were multiple issues with the installation process. One of the issues, I was recently made aware of because my system failed. The HVAC gurus/Insulation gurus connected the condensation line to the grey water drain line that goes into the sewer for my house. Because of the connection to the grey water sewer line that the HVAC gurus installed, water for the condensation line backed up into my **** system into the ducting and the **** unit itself. This damage required a new condensation line, a condensation pump and new ducting to all rooms of the house.The owner of HVAC gurus initially claimed they did not do any work at my house. Once I provided proof, the owner said 6 years was too long for them to keep records of the work they did. I posted a negative review on 5/13/24 about this issue on Yelp. Since then, I have been contacted by the **** Guru company every day even though I have told them to not call me via Yelp. When I emailed them to not call me, they told me they have not been calling me. However, I have a record of them calling me via the following numbers: I received a call from HVAC gurus ************* on 5/13, The Gurus ************* on 5/15, HVAC Gurus ************* on 5/16, and Insulation Gurus ************* on 5/17.I would like the company to stop calling me and emailing me. I am worried they will escalate and show up at my property.

  Business Response

  Date: 05/28/2024

  Hi Team BBB,

  This customer left a 1 star review on our Yelp page on 5/13/24 complaining about some work that we had done at her house 6 years ago in 2018. We responded to her right away asking if she'd be available to talk on phone or one of our representatives can meet with her to understand the issue and see how we can best resolve it. We also tried calling her (twice) the same day bit she didn't answer the phone so we left a voice message. She then started emailing us and responding to yelp message that she doesn't want to talk to us or meet us and that we should stop calling o contacting her. We were and are still willing to address her issues but we don't know how we can help her if she doesn't event want to talk to us.

  Please find below all our Yelp & Email correspondence. Please feel free to let us know in case you need any further information.

  Regards,

  HVAC & Insulation Gurus 

  NOTE : We only called her two times on 5/13, never after that.

  Yelp Messages trail:

  May 16, 3:28 PM
  **** S.
  
  First 5
  
  
  There's no way to attach a pdf via yelp. Send my your current email if you want the copy of the invoice.
  The invoice # is 279
  For an initial verification with the logo you are using on yelp
  
  May 20, 3:03 PM
  ************
  Hi ***** You can email the invoice at ******************************* Also, ***** would like to come and meet you. Can we arrange a meeting some time this week? Regards, HVAC & Insulation Gurus
  
  May 21, 10:10 AM
  **** S.
  
  Hello, The pdf is sent. I do not wish to speak with ***** or anyone else from your company. I am having the problems fixed by an alternative hvac company that is a carrier provider. I do not feel comfortable with anyone from your company on my property. Please stop calling me every day. This is the 2nd time I have told your company not to call me. If you keep calling me, I will put an additional review that you harass people when they give you negative reviews. I will also call the better business bureau and also file a complaint against your licensing #. Please accept that your company did not do a good job and the review is merited for the work provided. Regards, **** ***************************** style="text-decoration: underline;">EMAIL TRAIL:

  From: **** Sheffield <*************************>
  Sent: Tuesday, May 21, 2024 11:23 AM
  To: HVAC & Insulation GURUS <******************************>
  Subject: Re: HVAC/Insulation Gurus Invoice
  
  Hello,
  I received a call from HVAC gurus ************* on 5/13. I received a call from The Gurus ************* on 5/15, HVAC Gurus ************* on 5/16, and Insulation Gurus *************. All synonyms for your company.
  Please do not gaslight me again. Please do not contact me again. Your business practices are shady at best, criminal at worst. 
  Have a great day!
  **** *********
  
  
  On May 21, 2024, at 11:09 AM, HVAC & Insulation GURUS <******************************> wrote:
  Hi *****
  Greetings of the day!!
  We understand your frustration but just to clarify, we checked our records and we have only called you twice on 5/13/24 at **************. No one from our company has called you after that.
  We assure you will not be contacted by us again. 
  Have a great day!
  
  Thank you so much,
  HVAC & Insulation Gurus
  **********************************************************************
  ************
  <Outlook-1trk51e1.png>
  
  
  From: **** Sheffield <*************************>
  Sent: Monday, May 20, 2024 3:47 PM
  To: HVAC & Insulation GURUS <******************************>
  Subject: Re: HVAC/Insulation Gurus Invoice
  
  Hello,
  I do not wish to talk to any of you. You need to stop harassing me. As you can see, we have everything documented (even though your company does not). HVAC was the one that did the install even though you wanted to initially deny it.
  We are using alternative companies to fix the issues your company caused by attaching the hvac condensate line directly to our sewer line. Did you know that when you do that you provide an unfiltered way to expose everyone in the household to sewer gases? Thats 6 years of my family being exposed to sewer gases. 
  If you keep harassing me, I will be filing complaints with the licensing board, BBB, and carrier. You need to accept that your companys poor performance merited the yelp review.
  
  **** Sheffield
  
  
  On May 20, 2024, at 3:24?PM, HVAC & Insulation GURUS <******************************> wrote:
  
  Hi *****
  Thanks for sending the invoice. We performed this job way back in 2018 , 6 years ago. 
  ***** who is saying you initially met would like to meet you to understand the situation better. Do you think we can arrange for a meeting sometime this week?
  
  Thank you so much,
  HVAC & Insulation Gurus
  *****************************************
  ************
  <Outlook-nmgavfn5.png>
  
  
  From: **** Sheffield <*************************>
  Sent: Monday, May 20, 2024 3:18 PM
  To: **** Sheffield <*************************>
  Cc: HVAC & Insulation GURUS <******************************>
  Subject: Re: HVAC/Insulation Gurus Invoice
  
  **** *********
  > On May 20, 2024, at 3:09?PM, **** Sheffield <***********************************************************************************************************************************************************************************************************************************************************************************************************************************; ****************** ?Attached is a copy of the invoice from 2018. The notes were from when I was interacting with ***** in 2018 and scanned it in.
  > **** ***************************************