ComplaintsforColorado's Finest Heating and Air Conditioning Inc.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had ****** with Colorados Finest HVAC install two new heat pumps and air handlers in our house. The project was supposed to take two days and ended up taking two weeks. The delays and excuses were the result of having to order or get new parts. It was awful having no working AC or heat while they were working. I was told that they could integrate the heat pumps with the existing boiler system, but later was told that they couldnt. A couple months later when we tried to turn on the heat pumps to heat the house they did not work. We had ****** come out again to fix the problem and he said that it was an installation problem. He said he got the heat fixed. The air handler does not stop blowing cold air even when I turned the system off. I called and tried to get him to come out to fix it the same day and they refused to fix it until the next morning when it was due to be 42 degrees. I cannot recommend Colorados Finest HVAC. They are unable to install new systems correctly or on time. The workmanship is sloppy and the customer service is poor. The excuses reflect the level of incompetence they still dont work.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  ********** Finest *************************** came to my house on Jan 26, 2022. I received a quote for a 75K BTU furnace to replace my 90K BTU unit. I found the Rheem R801TA070317MUA did not have a 75K BTU rating. It is only 70K BTUs. I spoke with the owner, he changed to a Champion 80K BTU unit. He said a 80K unit could replace a 90K unit for a ***** s/f house. Can it? A tech came on Jan 28 to remove the old furnace. He failed to disconnect the duct from the humidifier. While lifting the A/C shaft the duct was forced out of alignment shattering the humidifier housing. The tech said the owner would take care of it. There was no prior damage to the humidifier housing.The shattered humidifier housing was duct taped. No furnace filter rack or filter were installed.I asked the office manager about the damage to the humidifier and the incomplete furnace filter rack install. She said I could pay an additional $390 for a new humidifier, the owner would be over the next day to complete the filter and rack install.A technician arrived 2 hrs late. He did not install a filter rack. He had the wrong sized filter. He crushed one end of the filter to make it fit into the furnace. He said I could buy a new filter from Amazon. I asked about the damage to the humidifier. He said I could go online and find a replacement.The email receipt had a falsified statement claiming the humidifier had previous damage. I instructed the office manager to remove the statement. She did not comply. The owner took the warranty page. There is a time sensitive registration period. After 3 weeks no warranty registration has been received.Summary:1) Initial incorrect furnace sizing, perhaps still under sized?2) Continued denial of responsibility for property damage 3) Incomplete filter rack installation 4) improper filter installation 5) False statement added to final invoice to divert responsibility for property damage 6) Failure to file time sensitive Warranty Registration

  Business response

  02/21/2022

  The calculation we use to determine sizing of a furnace is 30 BTUs per square foot. This house is at most ***** sq feet x 30 = ******, so anything over ****** BTUs is adequate for the space. So, the ****** BTU furnace that the customer received is more than adequate for this space, even the 70k or 75K unit would have been sufficient as well. Different brands of furnaces come in different parameters, with the supply shortages we have been quoting the equipment we are most likely to get in a timely manner, but that does change based on availability for that specific week. Due to the change in equipment and sizing different from original furnace we even upgraded the single-stage furnace to a two-stage furnace at no additional cost to the customer. In regard to the humidifier, this unit was about 20 years old,plastic equipment that has heat changes and water flowing through it majority of its life will start to develop wear and tear as it ages. While disconnecting and removing the old furnace the humidifier sustained further damages but is still functional. We offered to replace the old humidifier for a significantly discounted price. There needed to be an additional date of install due to the sheet metal work that needed to be completed to install a feasible filter compartment, which was completed.  The filter sizing had been brought to our attention by the customer, in which our response was to send out our lead technician to assess the filter sizing and to repair anything needed, the customer refused this service. We give 2-hour windows of arrival to help our technicians get from appointment to appointment in a timely manner and to accommodate any emergencies that *** come up in the days schedule.
  The extended warranty is submitted by us, as a courtesy to our customers. This warranty needed to be filed within 90 days of installation. This specific warranty HAS been submitted within that time frame and the customer should receive an email with that information (if not we always have it on file).  

  Customer response

  02/28/2022

   
  Complaint: 16780459
  
  I am rejecting this response because:Your response is rejected.  The ******** Front Range is a Climate Zone 5 requiring a multiplication factor higher than the factor 30 you utilized.  This is why the original furnace was a 90K BTU, much higher than the 70K BTU you originally quoted.  The humidifier housing had absolutely no previous damage.  Your technician failed to disconnect the duct work while lifting the A/C housing, fracturing the cover assembly.
  You have not removed your false statement on the invoice claiming previous damage to the cover assembly.  Your recent response includes a second false statement claiming the rack installation was completed.  Your tech did not install the rack on either the 1st or 2nd visit.  He crushed and crammed an over sized filter into the furnace, took the check and left.  We agreed on a single stage furnace.  You said they had one at the supplier. You were wrong. The supplier only had a 2 stage furnace.  You already had my old furnace dismantled.  As a courtesy the supplier gave you the 2 stage at no extra charge. The upgrade had nothing to do with you, it was a gift from the supplier.  It has now been over 4 weeks with no receipt of the time sensitive warranty documentation from either you or the furnace company. There was no mention of a two hour window, no email or phone call at 9:30 am asking to arrive late, and no apology. You are correct about my refusal to have you return with a correct filter.  Due to your continued failure to accept responsibility for property damage, and your overall less than professional conduct, I am not comfortable having your company on any of my properties until you accept full responsibility for your actions.  
  Summary:
  
  1) Initial incorrect furnace sizing, perhaps still under sized?
  2) Continued denial of responsibility for property damage
  3) Incomplete filter rack installation 
  4) improper filter installation
  5) False statement added to final invoice to divert responsibility for property damage
  6) Missing time sensitive Warranty Documentation
  
  
  
  *******************

  Business response

  03/17/2022

  As of today, I have personally sent you the proof of warranty that was submitted well with in the 90-day window for registration- I will also attach above. I have sent you a revised invoice, stating the humidifier was damaged during installation, but is functioning at this time, as a result we offered you a discounted price on a new humidifier installation. In regard to the filter rack and filter situation, I have continued to offer to send our Lead Technician out to assess and come up with a solution, however you continue to refuse this, and we will not be able to solve this complaint without being on site. I know we had originally agreed upon a single stage unit- however due to COVID and the extreme supply shortages we have been facing for over two years it is not always guaranteed the supply house will had said equipment available. We have been working with our supplier for many years and when situations like yours arise, emergent need for heat in January and limited supply, they are great about finding solutions to help. With that being said we were able to get a two-stage furnace- an upgrade- at no additional cost to you. We provide a labor warranty and stand behind all the equipment we install, if there is ever a problem, we make it a priority to address and solve in a very timely manner, like you have seen with your other property we have worked on. 

  Customer response

  03/24/2022

   
  Complaint: 16780459
  
  I am rejecting this response because:
  

  Your response is inadequate and mostly rejected.  I received the warranty registration after asking you through the BBB for 5 weeks.  No, it was not in my spam file.  You deleted your false statement claiming my humidifier had previous damage.  However, you expect me to pay $390 for the property damage you incurred.  I don't need a new humidifier.  It works just fine. You need to replace the cover assembly which you broke and duct taped to the furnace.  No, it is not my responsibility to go online and find a new cover assembly as your technician told me to do.  It is your responsibility to cover the cost of replacement and repair.

  
  

  In your most recent response you have ignored the furnace *** sizing issue.  As previously explained, Colorado is in a Climate Zone 5.  The *** calculation factor is higher than the 30x factor you quoted.  The original furnace was 90K ***s.  You suggested a 70K *** unit.  When I challenged this size you changed to 80K ***s.  I may need to have a more professional company evaluate your installation.

  
  

  In order to prevent substandard work I never rush my contractors on any of my multiple properties.  There was no emergent need as you claim.  I told you when I first called on Jan 21 there was no emergency.  I have an alternate source of heat.  You took five days to arrive and evaluate the old furnace, and two more days to schedule an installation.  A true emergency is dealt with in one, or maximum two days, not an entire week.  An immediate repair was not required.  You could have taken many weeks to locate the correct furnace.  Your claim of an emergent need is false.

  
  

  Per city code, licensed contractors are required to file for installation permits.  Only licensed contractors are allowed to operate within city limits.  Do you have a contractor's license?  Per code, filing a permit is the responsibility of the contractor, not the homeowner.  This notifies the city to inspect your work upon completion.  The city has not scheduled to inspect your work.  Did you file the required permit?  The city can't find it.

  
  

  Until you accept responsibility for your actions I will continue to refuse having your lead technician return for a 3rd visit.  Is he the tech who broke the cover assembly, said you would take care of it, then left without finishing the filter and rack installation on day 1?  I was told by your receptionist it would be completed the next day.  The tech again failed to install the furnace rack, crammed an over sized filter into the furnace and told me to go online to find the correct sized filter.  He had to be told to properly cover multiple holes that had been drilled into the duct work, he said nothing would be done about his damage to the cover assembly and I could go online to find a new part or pay $390 to have you fix your damage. He then took the check and scurried out the door.  Did you train this technician?  I am not comfortable having your company on any of my properties until you accept full responsibility for your actions.

  
  

  Summary:

  1) Initial incorrect furnace sizing, perhaps still undersized?

  2) Continued failure to accept financial responsibility for property damage.

  3) Incomplete furnace rack installation.

  4) Improper filter installation.

  5) Apparently no city permit filed.

  Sincerely,
  
  *******************

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