Complaints

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• Initial Complaint

  Date:12/22/2023

  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.

  - VIglione installed a ******* Ductless heating and cooling unit in my home in 2015. It hasn't worked right since installation and has been repaired multiple times for the same issue at my cost. The most recent occurrence began in late April of this year and is serving as the basis for this formal complaint. Called Viglione in late April. Out comes the Tech who has been to my house multiple times. H writes down the "error" codes and says as you know each time this happens I end up on hold for an hour with *******, so I'll be back when I've got parts and more info. They fix it in May and the FIRST time I use it 3 weeks later, same issue. They send out the same Tech who say, "I don't know what to tell you, but I think we need to get you a whole new unit. Someone will be in touch. 3 weeks passes I hear nothing. I call and end up talking to Steve V. He says he wants to come out and look at. We schedule and he's a no show. Call again and he blames his no-show on not being on his calendar. Eventually comes out. Takes a pic or 2 and then leaves. 3 weeks passes, nothing. Call again and speak to Steve who proceeds to say he has not recollection of his prior visit. Apologizes, comes out, looks at again and then leaves. Someone will be in touch he says. Nothing. I call back out of courtesy to let them know that I'll be traveling for all of October. Speak to "Dave" who says call when you get back and we'll take care of you. Call back upon my return (11/02) and again end up talking to Steve who informs me that I'm not going to like his response and that they're not going to do anything because the unit is almost 8 years old. I asked what about the $400 repair bill that I paid in May that didn't fix anything and he said he'll call back in 2 or 3 days. I've heard nothing. Have called 3 times since 11/2. I get the receptionist who claims someone will call me back, but nothing. At this point they are clearly ignoring me. Please help!

  

  Business Response

  Date: 01/30/2024

  Good Morning, 

  In looking into this project the customer had a system installed back on December 1, 2014 for a builder not the homeowner. Our records indicate we where out there once in July of 2015 to charge the system because unit was installed in the winter months of 2014. We did not charge the customer for this service. Next time we where there was in January 8, 2021 for a no heat call on the system. We needed to order parts for the unit and got them and installed them on January 22, 2021. At this time parts where still under warranty so no charge for parts and we did not charge for labor even though the customer did not have a labor warranty. March 15, 2023 we got a call for another no heat on system, my tech called tech support from the job and determined parts where needed via tech support recommendation. We ordered and replaced the parts for the customer at a final cost of $351.75. On July 6, 2023 customer calls back for no AC now and we need to call tech support, in which now told unit should be replaced but out of warranty. It is beyond us being the contractors control on any type of equipment replacement seeing unit has exhausted its manufactures warranty. As for the $351.75 for service we performed and worked for over 3 months, if homeowner perused replacing the unit with Viglione we always give back the prior service visit within reason. 

   

  How to fix this? My self Christopher P***** can take over the pricing of a new unit and work directly with customer and remove the $351.75 from the new installed unit. Or we can try and go down the repair route again and I will get a tech out to check things out. 

  Wasn't that much service on this unit until 2021 one or twice then again in 2023. unit at this time is 8-9 years old. One service call was actually paid for on this. Not sure where $1200.00 is coming from. 

  Customer Answer

  Date: 02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  - Their records are not completely accurate.

  - The initial installation occurred in the winter of 2014/2015; however, the house was unoccupied until May 2015. The service call they made in July 2015 was to correct errors made at the time of the original installation. The unit in our bedroom would not work because they did not properly tie into the system, the unit that was in the attic.

  - They were also here in 2017 to fix the unit again, which was not reflected in their response.

  - In March 2023 I did make a call complaining of no heat, however, that work was not completed until mid to late April.

  -The unit was functioning when they left my house in April however, the very first time I went to use it in early July for some AC again would not work.it was not necessary to use the unit in May or June as generally speaking in May and June. You do not need heat or AC. So again, the first time I tried to use it after there $350 service call it would not work.

  -  at this point, what I am looking for, is for them to acknowledge that the fix they made in April 2023 did not solve the problem. And for them to come out and fix this unit once and for all. The unit has limited usage, and I’m 100% convinced that the problems I’m having with the unit in the bedroom are related to the fact that we don’t use the unit in our attic. 
  

  - at this point, I simply want Viglione to follow up on their April service repair and determine why that fix did not solve the problem.  Since my call in early July to address the fix that didn’t work In April, they’ve been unwilling to take any action at all. Ultimately, I think they should consider taking the unit out of the attic, and replacing the one in our bedroom with the unit removed from the attic.
  

  Sincerely,

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