ComplaintsforClimate Design Home Services

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Climate Design came to my home on 1/31/23 to diagnose an intermittent problem I've had since I purchased the unit in 2019 (from a different company). The system will cool when it's set on heat mode. I've had technicians at my home several times and none could duplicate the problem. The Climate Design technician was able to duplicate it and wrote a very specific invoice detailing several issues. The invoice states I would need a defrost board, 7.5 motor starter, TXV replacement and all refrigerant replaced. The cost would be $2298.06 but if I purchased an Extended Labor Warranty for $2100.00, I could wait 90 days and have the repairs completed and IN WRITING states that any/all of the mentioned repairs would be free with the warranty. When I called on 2/9/24 to schedule the appointment to purchase the warranty and have the repair completed after 90 days, ******** stated they could not honor the Extended Warranty because the system was not working (except it is working). I was told someone would call me by the end of that day to discuss. Nobody called. I called again on 2/12 and ******** again told me someone would call me that day. Nobody called I finally received a call on 2/13 from ***** who stated it would be fraudulent to purchase the Extended Warranty because there is a problem with my unit. I stated it was fraudulent of them to offer it in writing and then not honor it. In the meantime, I had another AC company at my home, and they do not see the issues stated by Climate Design. They charged me nothing for the service call and confirmed some of these larger companies pressure their employees to push selling the Extended Warranties. I am simply wanting this to be on record that they have been dishonest in their dealings. Thank you.

  

  Business response

  02/14/2024

  I would like to apologize for the mis-information our tech gave you regarding the extended warranty.  It would be insurance fraud if we sold you an insurance policy, and stating the equipment is in good working condition, knowing there's issues/problems with it working in the heating mode.  Our office followed proper protocol set done by the **************** ******************** and the third party warranty company's  guidelines.  We were only trying to help you and to find a way to get *********** done and protect you from future problems/expenses.  I disagree that we have been dishonest but a simply mistake by our field tech who thought it could be done this way and didn't realize it would be dishonest to the warranty company and illegal.  We would have been more than happy to work with you on the repair cost and get creative on helping you out, but seems you decided to take a different path.  We wish you the best.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Climate Design Home Services willfully and/or deliberately disregarded current building codes and/or laws. They installed a new expensive home air conditioning system including an outside compressor and an inside air handler. When the building inspector came out to inspect the install, he would not pass the job because of a truss problem and access to the air handler. Instead of fixing the problem they suggested I get an engineering firm to determine what needed to be done to pass inspection. I was forced to engage an engineering firm and then a contractor to come in and rectify the problem which cost $1,813.65. Climate Design refused to correct the problem or cover any of the costs.While all of this was going on, a second problem occurred. Our house is a two story and the air handler up in the second floor attic overflowed and caused water damage to the area underneath it, including an area of the ceiling which fell out. Apparently, the drain line became plugged up, but the two safeguards, the float switch on the drain line and the water sensors and shut off switches in the metal pan under the air handler did not function and the unit continued to run and flood the house. A restoration company was called in to evaluate the water intrusion and potential mold remediation which cost $350.00. A drywall specialist was called in to repair the ceiling which cost $475.00. Some repair work still needs to be done. The restoration companys proposal is $3,090.00 for further remediation. Climate Design again refused to cover any of the repairs which was obviously caused by the two safeguards that did not function when the drain line plugged up.Climate Design has indicated they will not stand behind their unlawful, unprofessional and inadequate work. They should be embarrassed with the quality of the work that their installers have performed and especially the attitude of the owner and management.People should be aware of their poor quality and poor service!

  

  Business response

  03/02/2023

  This isn't entirely true.  When we proposed the installation of the new air handler equipment, we explained we would be installing it in the same location as the one we removed.  This would have been the time the homeowner should have told us his prior permit for the old system failed inspection, which he knew about, and had to be administratively remove by Pinellas County.  We had the system inspected and wouldn't you know, they informed us of the same thing the homeowner already knew about and had records of this on file.  Since **************** wasn't upfront with us, we tried to give him several solutions to resolving this issue permanently.  The cheapest option was to get a structural engineer involved and have the trusses made to support the new equipment per code.  ********** inspectors would allow this application if there's no other way to handle the location or size of the new equipment, but since this had been an issue from the past, which **************** knew about, they would not pass the permit.  In fact, **************** acknowledged he knew about the permit issue from the past and neglected to say anything to us.  He had been communicating all of this to my permit specialist, ******, along the way.  

   

  As far as the drain block, the drain line was the existing drain line of the home.  At the time of the sale, there was no evidence that his existing drain line was any issue.  It's hard to determine if it was the drain line that caused the water issues or if it was the sweating of the air handler that dripped water onto the ceiling.  The customers attic is extremely humid and has been told to him that he needs to cut off all outside ventilation so the dew point in the attic can be reduced, at which the conditions would help not make the air handler and ductwork sweat.  The backside of the air handler was dripping with sweat, observed and communicated with ****************, due to extremely high humidity in his attic.  

   

  I don't see any reason we should be responsible for something **************** knew about or was communicated to about the location of the trusses and the condition of his attic that causes massive sweating of his ducts and air handler unit.  

  Customer response

  03/03/2023

   
  Complaint: 19514493
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Climate Designs response is a classic protocol trying to cast blame on someone or something else for their own inability to do what should have been done in the first place. Classic guilty response.  Its someone elses fault.  Its all Mr.******* ****************** past does not matter and is irrelevant.  Bottom line, Climate Design installed a new system that did not meet current building inspection codes.  That is no ones oversight but Climate Design!  Their responsibility is to install a system that will pass inspection. And I believe the ******************************************** will agree.
  
  The subject of a past problem with a failed permit never came up until after their installation failed. It would have been an easy problem to fix at the initial installation,but Climate Design decided not to do what should have been done.  When the system failed inspection, I offered to do whatever needed to be done, including any extra costs.  But instead of working to solve the problem,they dumped it on the homeowner to fix the problem, that is unprofessional.  By their own admission *********** inspectors would allow this application if there's no other way to handle the location or size of the new equipment), Climate Design knew they were not installing the system up to current codes.  Also, when they applied for a permit, would they not have seen an open permit, or would it not be disclosed by the building department that there was an open permit?
  
  The second part of their response is completely ridiculous.It shows how out of touch either the owner and or management is!  Their statement It's hard to determine if it was the drain line that caused the water issues or if it was the sweating of the air handler that dripped water onto the ceiling is completely wrong and exhibits a level of incompetence that is extraordinary.  Again, the blame game!
  
  It is obviously the blocked drain line and the failure of the secondary safeguard systems that caused the water problem.  BTW, the air handler cannot drip water onto the ceiling!  There is a metal pan under the air handler which would catch any water coming from the air handler.  The next statement The customers attic is extremely humid and has been told to him that he needs to cut off all outside ventilation so the dew point in the attic can be reduced,at which the conditions would help not make the air handler and ductwork sweat., is completely wrong.  It is not the problem.  Blaming the sweating of the air handler and or ducts is completely crazy.  They could not possibly create enough water to cause the water damage, and if they could generate enough water, the water sensors in the metal catch pan under the air handler would shut the system down. So, this is illogical and irrational.  The house has ventilation soffits all the way around for attic ventilation.  It would be impossible to do what they are saying, and it is not the problem.  We built this house in **** and have lived here ever since and never had any problem like this.  If there is sweating of the air handler and maybe some droplets of water that drop into the metal pan, that is not a problem and has never been a problem.  Climate Design even told me that!  Plus,water sensors in the pan would shut off the system if there was water in the pan.
  
  There is only one drain line from the air handler, there is no secondary or backup drain line.  If a drain line becomes blocked or non-functional for whatever reason, there are two backup safeguard devices or kill switch systems which shut the system down to protect the property from water damage.  There is generally a float switch in the drain line that if water backs up it will stop the system from running and two additional water sensors or kill switches in the metal holding pan underneath the air handler that collects and holds the water, thus preventing any water damage to a house.  The drain line blocking up or the condensation or sweating of the air handler are not the main cause of the water flooding the house!
  
  Obviously, neither of these backup protection devices functioned and the system continued running and water spilled out of the metal catch pan and flooded the house.  So, the question is why did the two safeguard backup kill systems not function, which would have protected the house and prevented any damage?  The only answer is they were not installed property and/or were not functioning.  If they had functioned properly, there would be no water damage!  So why doesnt Climate Design address the actual problem and why do they feel that their work did not cause any problem.??
  
  Isnt it interesting,that the secondary safeguards to shut the system down if the drain line became blocked are not mentioned in Climate Designs response. These devices are extremely important because they keep houses from getting water intrusion and subsequent mold problems, which can be very expensive and time consuming to correct.  It seems like they are trying to get out of any financial responsibility for the water damage.
  
  Their response shows a classic technique of trying to cast blame on something or someone else and is either contrived, ignorance, arrogance, or a combination of each.
  
  They dont deserve to be in business and their license should be revoked to protect the public.

  

  Business response

  03/31/2023

  I propose this, not admitting any fault.  We will reimburse the cost of the drywall repair($350) and the remediation report($475) for the minor water damage, for a total of $825.  Since the truss issue should have been resolved from the last failed permit over 10 years ago, and would have had to be done in this case anyway, I don't see why we would be responsible for covering any of this cost.  We will also ask to cancel any membership with **************** and he use another firm moving forward, outside of any labor warranty he still has from the installation.  Since he believes we shouldn't be in business, it would benefit him not to use us.  I would disagree with his assessment of our company, our record with the *****, all permitting municipals, the state and consumer reviews have been excellent over 50 years in business.  

  Customer response

  04/03/2023

   
  Complaint: 19514493
  
  I am rejecting this response because: Need to cancel the 10 year extended warranty.

  I thank Climate Design for their proposed resolution, and I will agree to their proposal for Climate Design to reimburse the $350.00 *********************** and the $475.00 for the ceiling repair with the following additional reimbursement for the 10 year extended warranty on the A/C system (see attached invoice). Since Climate Design has indicated they would prefer not to provide any future services to me, and I would prefer not to utilize their services, they need to cancel the 10 year extended warranty we paid for on 04/30/2021.  The original cost for the 10-year extended warranty was $1,918.89 and dated 04/30/2021.  Since two years have passed, prorating the cost of the warranty for the last 8 years would be $1,535.11 ($1,918.89 divided by 10 x 8 = $1,535.11).
  Sincerely,
  *************************

  

  Business response

  04/03/2023

  Since the extended warranty is through a 3rd party, **************** will need to call and cancel the warranty himself, we can not do it on his behalf.  The extended warranty is good at any serving company that accepts them, which is most.  I would recommend **************** keeping it and having the coverage in the event something breaks in the future, especially with the cost of repairs these days.  The phone number is on the warranty sent to *****************  I will need copies of the two invoices for the $350 and $475 before we send out reimbursement.  We will also cancel this maintenance agreements and send unused portion of it back, along with above, once we get the copies.

  Thank you

  Customer response

  04/05/2023

   
  Complaint: 19514493
  
  I assumed the extended warranty was with Climate Design and I don't have any paperwork for the extended warranty, so I don't know who to call.  If possible, I need a copy of the extended warranty with the information on how to cancel it.

  I would like to confirm the proposed amount of the unused portion of the maintenance agreements.

  I will forward copies of the invoices for the two charges of $350.00 and $475.00.

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

  

  Business response

  04/07/2023

  ****************,

  Attached is the refund for your maintenance plan with us.  You have $99 left on each system, for a total of $198.  We will send in the mail, a copy of your extended warranty policy with AIG.  A check will get mailed out in the next 10 days for the $475 (drywall work), $350 for the testing and $198 for the cancelled maintenance plans; for a total of $1023.  

  Customer response

  04/12/2023

   
  Complaint: 19514493
  
  I am rejecting this response because:

  I cannot accept the proposal as it stands without the warranty information to cancel it, and determine what monies will be refunded, if any?

  Why not post the information as an attached file or email?
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Climate Design installed a new Trane air conditioning system in my home on 11-30-2022 at a cost of $10,683.93.The system worked fine until the very hot weather arrived in June of 2022. The issue is that on hot days above 90F, with the temperature set at 72F or 73F , the house temperature will go to 75F or 76F around mid afternoon and not get back to the set temperature for 5 or 6 hours. Several service calls and a new thermostat did not correct the problem. I have spoken to and emailed the service manager, *************************, several times, he will not get back to me with a solution. It's obvious to me that they installed an inadequate or defective air conditioning system.

  

  Business response

  09/06/2022

  When we install a new air conditioning system, we run what's called a load calculation, so we install the right size system for the home.  In this case, the system we installed was the exact same size system as the one we removed.  The design temp used, and recommended by ASHRAE, is indoor temp at 75 and outdoor temp at 93.  That's the typical summer conditions in our area of *******.  This year isn't the typical year and has been well above the averages most days, with some days getting close to triple digits.  If we oversized the system, then when the temps get back to normal, the system wouldn't run long enough to remove humidity and then a complaint of growth would be next.  The system has been checked out and verified by the manufacturer that it's running to factory specs and doing it's job as designed.  Neither we or the manufacturer can control outdoor conditions or below the normal indoor condition setpoints.  We do not feel a replacement unit is warranted when it's doing it's job under extreme conditions.  

  Customer response

  09/12/2022

   
  Complaint: 17896145
  
  I am rejecting this response because: Their arguments are not supported by prior experience.

  Climate design installed the first system in our new house 23 years ago, the second system, and the current system that is the issue. The set temperatures have not changed! The argument that it isnt a typical year may be true but in the previous 23 years we have never had this problem and certainly we have had many days as hot as those experienced this summer. Its not doing its job.

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

  

  Business response

  09/12/2022

  ****************,

  We are going to arrange a jobsite visit with the manufacturer and our field supervisor to see why the equipment isn't performing the way you think it should.  I understand the prior years the system may have kept up but this has been an extremely hotter summer than the past and the reason it has been struggling to cool down to the temps you want them set to.  You'll be hearing from our office soon to schedule this with our team and the manufacturer field rep.  We will go from there after they determine the system performance.  Thank you

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