Complaints

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 12, 2023 we hired coyote HVAC to replace a gas ************ with a new technology cold climate heat pump system. The job was to take less than a week to complete according to Coyote HVAC. 7 months later it has not been completed. Our home does not adequately cool in the summer nor heat in the winter. Our utility bills have more than doubled since the system was installed. We paid Coyote $42,000 for this system. Several months ago they stopped ****************** claiming they had done everything correctly. We are left with an expensive system that cost us more monthly and performs significantly worse than the system they replaced. Owners ******************* and *************************** stopped returning our calls, emails and texts after receiving payment.

  

  Business response

  02/12/2024

  **************, 
  As you know, we have completed this work and passed both an electrical and mechanical inspection months ago. We have resolved this with you multiple times. We did perform all of the agreed upon work and worked with you for months after receiving final payment. You voided your warranty by using an unauthorized third party to incorrectly service the equipment.

  

  Business response

  02/12/2024

  I could not upload this in my response. 

  

  Business response

  02/12/2024

  I could not upload this in my original response to *****. 

  

  Business response

  02/12/2024

  I could not upload this in my original response to **************. 

  Customer response

  02/14/2024

   
  Complaint: 21275297
  
  I am rejecting this response because:
  Our HVAC system does not work when outside air temperatures are either below 25f or above 75f.  When it is cold outside, indoor temperatures slowly fall.  When it is hot outside, indoor temperature slowly rise.
  
  Our inspection passed, but that does not mean the system works properly.   The purpose of the inspection is to review construction techniques and safety.  The inspector does not test system operability or performance.  I am willing to provide a written statement from the inspector stating this.

  
  I would like to have a 3rd party review the system to measure its performance during hot or cold days.  This would help identify any bias that I or Coyote HVAC may have.
  
  Our warranty was cancelled by Coyote HVAC because we had another HVAC company inspect the line set pressure.  After 6 months with no resolution from Coyote HVAC, at the recommendation of our inspector we hired another HVAC company to visually inspect and test line set pressure.  I spoke with a Bosch technical representative who informed me that no damage would occur from testing line set pressure.  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a problem with my furnace back in 2021. Coyote HVAC came out and did something, but did not fix the problem. I had to have another HVAC company come out and fix it (and pay them). I never signed the invoice from Coyote invoice (although it shows a scribble, it wasn't me, I always sign my name). When I told them their fix didn't work, I never received an invoice. Over a year and a half later, I started receiving calls and emails saying they were going to send me to collections if I didn't pay. I explained again, that they didn't fix the problem and I had to hire and pay another company to do so. I left 2 voicemails and sent 2 emails, of which neither was responded to. Today, I received a call from a collections agency. I am beyond furious. This is a terrible business practice. Not only do they not fix the problem, but they are trying to collect almost 2 years later for something that work that was not accepted.

  

  Business response

  01/31/2024

  ***, 

  On 1/27/21, we visited your home and performed a diagnostic. We have uploaded that. In that diagnostic we recommended that the entire furnace be replaced. We sent 4 different quotes to you with options to replace your entire system, all the way down to the bare minimum option of replacing your inducer draft fan and hot surface ignitor. We made it clear that simply replacing your draft fan and hot surface igniter was a bare minimum fix and did not guarantee proper performance, as the system was in need of full replacement. This was clearly described as not ideal and not recommended, but non the less an option to you. You chose to go with the bare minimum option. Upon your request, we created a PO with your previous homes address, purchased the new parts from our suppliers as evidenced by our upload, and installed them on 1/28/21. We have uploaded pictures of the new part installed as well. You can clearly see the box that the part had just been removed from in the bottom of the picture as well. After installing the new inducer draft fan and hot surface igniter, we were able to preform functions tests as the furnace was functional. We have attempted to collect from you numerous times. According to our records, we have reached out to you well over 10 times. 

  Customer response

  02/06/2024

   
  Complaint: 21086999
  
  I am rejecting this response because their repair did not fix the problem.  I understand that they suggested multiple options, and I chose the least expensive one.  If Coyote HVAC didn't think the least expensive option was viable, why was it even an option?  The bottom line is that it did not repair the issue and they are asking for $1102.  I will pay the diagnostic charge of $125, but think it is unreasonable to pay the $1102 since it didn't fix the problem.  As to their comment about reaching out to me, I also reached out to them to discuss (2 emails, 2 phone calls).
  
  Sincerely,
  
  ***********************

*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. ↩