Complaints

• Initial Complaint

  02/12/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Permit denied by city of ************* because installation failed inspection. There is an opening in one wall that must be closed; inspector stated that unfiltered air is getting ********** has not completed work on this. made two appts to come over, then postponed them once the night before, and once right before they were due to arrive. It is now two weeks after inspection, and company has not responded to my texts . This unit was installed over 6 months ago, and still do not have a permit issued. this is a problem should I choose to sell. Plus the fee paid covered a permit. I am a retired senior living alone, and this is quite stressful, as you can ************ is the number Ive been texting to. ************. when I call the number listed, you have to leave a message and hope for a return call

  Customer response

  02/13/2025

  A couple of months after installation of unit, an intermittent noise developed in unit. An appt was scheduled three times to check this out; no one ever showed or called to say they were not coming. that issue is still not resolved, though they did come to fix the problem with a leak from the drain line that showed a few days after installation. I have a paper receipt that says work is guaranteed for one year, labor for two.  cannot upload- beyond my skills, such as it is.

  it seems their business practices desperately some changes

  Customer response

  02/18/2025

  issue has been resolved . technician was here yesterday, and repaired problem. Hopefully, it will pass next inspection

• Initial Complaint

  04/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  The company advertised that a Permit fee was included in the total quote. The ** was installed on 12/08/2022 and they never let me know regarding the Permit. I called Palm Beach County and found out a Permit was never applied for which put me in a position of being fined and other issues. Finally on 02/01/2023 after telling them I would file a complaint they got the Permit. Then the technicians had to come back after the inspection failed. There were four issues that failed. The customer service never returned my calls. I never even received a Paid in Full receipt even after asking for it three times. Stay away from this company. This is the most unprofessional company I ever dealt with.

  Business response

  04/27/2023

  This customer had no issue with the workmanship of the ac being installed and repair issues.
  The minor issues in which was necessary to be corrected and were addressed shortly thereafter and second inspection was approved and permit was closed out within the 6 months  of issuance prior the the expired date. 

  In some cases when customers are without ac emergency installs are done prior to permits issues although we are registered  with most municipalities and we have notified them of emergency instances when owners are having ac problems and they  have advised us to ensure permits are applied for shortly thereafter and inspections satisfied 
  

  Unfortunately not all customers will be completely satisfied when this occurs , although  we have a large majority that actually are satisfied with their experience from start to finish 

  this owner communicated primarily via email and we responded each time to those requests.  Unsure of any calls being not returned or  unanswered
  

  Also please note 

  We received notification by palm beach county on 4/27/23 this job passed inspection and permit closed out 

   

   

  Customer response

  04/28/2023

   
  Complaint: 19991156
  
  I am rejecting this response because:

  The air conditioner was installed and paid for on 12/08/2022. The Permit was not applied for until 02/01/2023 after much correspondence and procrastination from the company, and only after I told them I was about to notify the ************* of their violation. Permits are required before work begins, not two months after. The company was angry with me because I pressed for the Permit and procrastinated fixing the four issues that were found by the Inspector during installation. The installation did not follow Rheem requirements on securing the Condenser on the roof or installing Rheems requirement for a 25 amp fuse. They left the 30 amp fuse in. These are just two of the reasons it failed the inspection. It just was shoddy workmanship. And, it is a violation of ******* Building Codes to begin installation of a new air conditioner without getting a Permit first. By not following ******** codes (laws) they put me, the homeowner, responsible and I could have been subject to a fine by ******* law. Also, it could have been difficult to sell my condo if it was found out that an AC was installed without a Permit. 
  Please note on the attachments the quote Ultra sent me on12/05/2022 which included a Permit fee in the total price. Then look at the second attachment in the lower left side of the page where it confirms the permit was not applied for until early February 2023. This company advertises in my senior citizen community magazine and is just trying to take advantage of our residents by saving money by charging its customers a Permit fee, then not actually getting that Permit. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We just got a brand new air conditioning unit. Since we got it it it broke down 4 times now we're not getting a call back at all There answering machine is full.

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