Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/07/2025

  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.

  A few years ago, Stephen K. Denny installed two AC units in my house. One has never worked properly. Despite contacting the company a week after installation and following up several times, the issue ************, the same unit requires an expensive repair. I've been waiting nearly six months for the call log, including invoices, home visits, and phone calls, which will show that the unit was either improperly installed or defective from the start.Ive sent several unanswered emails to ***** *******, who claimed to be the only person who can send the logs. I request the company review these logs and address the issue as soon as possible.Service Address: ***********************************************************

  

  Business Response

  Date: 02/20/2025

  You had two ********** installed back in September of 2018,over 6 and a half years ago. With every job we do we pull permits and **************************** had their inspector come out and it passed inspection because both systems were properly installed. Your warranty for the system was 2 years labor, 10 years parts. It is no longer covered under labor warranty,but it is covered under parts warranty from the manufacturer, *****. Within the first two months you had a repeat issue with the thermostat. Which we took care of under warranty. Over a year and half later we came out and found the drain line clogged up. There was no maintenance done by us in this time frame, which is the homeowners responsibility to schedule and have their system maintenance.After clearing the drain line, we found the Master bedroom system low on refrigerant and we checked for leaks. There were no leaks found, there was a loose cap. We tightened the cap and added freon, so the unit was properly charged when we left.Over two weeks later we had our technician come out to verify the units were installed correctly because you had called and needed reinsurance on that. Our technician found they were both installed correctly and to code *************** that time, he had explained and offered an extended labor warranty for both units. You decided to not pursue/purchase the extended labor warranty.

  Fast forward a year later, your system is now out of labor warranty. You scheduled your first maintenance with us 3 years after installation. Keep in mind it is recommended to have maintenance twice a year being located down here in *************. Another 2-3 months later you called for as your master bedroom unit was not cooling and our technician found the thermostat needed to be recalibrated. A few days later you called back for the same issue and we found a faulty blower motor module. We replaced this for FREE.This should have been a charge as it was out of labor warranty. After replacing the faulty blower module, we had dropped off data loggers to log the temperature.We collected the loggers and found no discrepancies in the data collected. About a month-two later we had to replace a faulty capacitor. Capacitors store electrical energy and are used for various functions like smoothing voltage,filtering signals, and providing start-up energy for motors. They can fail due to factors like overheating, voltage surges, or internal degradation of materials, leading to shorts or open. Fast forward another 6-8 months you had us come back out for routine maintenance. Fast forward, another year with no issues you had us come back for routine maintenance. Fast forward again another year, with no issues, we came out to do maintenance. Our maintenance technician found a low pressure adding some freon and had gotten our supervisor schedule to come out further look at the system and do a leak search. He performed a leak search and found no leaks at the condensing coil but did find a leak in the evaporator coil. This was back at the end of July 2024. He offered repair and price, and the customer denied. Customer had requested records from the supervisor. Our supervisor said our office manager ***** would get them for him. However, according to company policy we no longer provide records from our old CRM system. The records you request are not able to be sourced for you again per company policy,we do not provide any records from our old CRM system.

  Once again reiterating, as far as the guarantee or warranty issues, the original warranty was 2 years labor from Stephen K. Denny, Inc. and 10 years parts from the manufacturer *****. We covered the 2 small issues you had with the thermostat within the first two years and even went above and beyond by covering the labor for the faulty blower motor in the 3rd year, which at that point was out of labor warranty. At this point your unit is many years (4 to be exact) out of labor warranty. It is still under parts warranty. This warranty was agreed upon prior to you signing the contract for installation.

  We provided you with a solution back in July of 2024. You denied the repair solution we had offered you. Here we are 6 months later, and you want us to address the issue as soon as possible. Keep in mind you had denied the extended labor warranty that was offered to you on both units before your extended labor warranty expired. You are subject to a charge for repair.Also keep in mind that our prices for repair have gone up with the new year so the price and repair you refused back in July 2024 are no longer valid. You can either A) have us repair the system for labor repair cost + freon or B) find another company who will repair the system for labor repair cost + freon. There is not anything to further discuss here at this time as we gave you labor warranty options in the past and repair options last year. Both the *************** inspector and our technician found the unit to be properly installed. If you want to take it up with Trane to see if they will cover the costs, you are more than welcome to do so but that is on you - the homeowner.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22780028
  
  I am rejecting this response because:
  

  The only consistent thing about Stephen K. Denny, ***** response is that their unit has not worked properly since installation. Their claim that Im still trying to resolve the issue six months later shows their willingness to mislead and lie to clients.

  On August 7, 2024, at 6:18 pm, I sent an urgent email (attached) to ***** ******* at ************************************ requesting call logs, invoices, home visits, and phone records. I followed up with multiple emails and spoke with someone named ******, who promised ***** would respond.

  
  I found this company through ******, which generally avoids shady vendors. I hope to at least get ****** to stop doing business with them.

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

  

  Business Response

  Date: 02/24/2025

  We understand your frustration and appreciate the opportunity to clarify the situation. Once again, our records indicate that both AC units were installed properly and passed inspection by the **************************** at the time of installation. Since then, we have responded to every service request both service and maintenances, including instances where we provided repairs outside of the labor warranty at no cost to you.

  
  Regarding your concerns:
  Service History & Warranty Coverage Your system was covered under a 2-year labor warranty and a 10-year parts warranty from *****. We addressed and resolved warranty-related issues within that period and even extended goodwill coverage beyond that timeframe. At this point, your unit is four years out of labor warranty. Any labor costs for repairs are now the homeowners responsibility, as outlined in the terms of your original agreement.

  
  Extended Labor Warranty Coverage We offered you an extended labor warranty for both of your systems within the 2 year timeframe that is allowed to purchase these systems. You denied that option at that time. Opting to purchase that years ago, would have covered any issues you are experiencing such as the one now.

  
  Previous Repair Offer & Timeline In July 2024, we diagnosed a leak in the evaporator coil and provided a repair estimate. You declined the repair at that time. Six months later, you are now requesting service. You trying to resolve the issue six months later and not when the issue was presented, is not our fault.  Please note that repair costs have since changed in the new year, and our original estimate is no longer valid as it is over 6 months old.

  
  Requested Records You requested records in August 2024. As previously communicated, our company no longer provides records from our old CRM system due to internal policy. However, we have consistently addressed your service needs and provided transparent information regarding your systems history.

  
  Response & Next Steps We remain committed to providing professional service, but we must reiterate that your system is out of labor warranty. Your options are:
  -Proceed with the repair at the current cost (labor + refrigerant).
  -Seek service from another company.
  -Contact Trane directly to see if they can assist further by covering cost of the labor to repair the system.

  
  We have fulfilled our obligations per our agreement and have gone above and beyond by covering labor costs beyond the warranty period. If you wish to proceed with a repair, please let us know, and we will gladly schedule service.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22780028
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My air conditioner went out on Tuesday. I contacted ****** K Denny and they sent a service *** out late that afternoon. The *** told me that the motor was broken and that it was covered under warranty. He also told me that it would take two or three days for the part to come in, but that when it came in Because of the situation, they would send somebody out immediately to ***lace the motor.I called on Friday and the motor was not in. Because of the heat, my wife and I stayed at a hotel over the weekend. I called on Monday and the motor was not in. Through the good graces of friends who are not at home, we were able to stay at their house.I called on Tuesday morning and told the motor was in. However, despite the promise that they would install it as soon as possible, they said they would install it next morning. The service *** showed up at 8:30 the next morning and had installed the motor by 9:30. I was under the impression that because the motor was covered by warranty that would be no charge. The service *** told me that there was a $600 charge for the service. I was astounded that it would cost $600 for an hours worth of work. I asked for an explanation and all he could say was that there was a circuit board involved. Then called his supervisor and the supervisor lowered the price to $350. I am upset because I thought that when the part was in it would be installed the same day. My wife and I are both over 80 and this was not a pleasant experience. Additionally, I think the charge was unreasonable.Thank you for your consideration.

  

  Business Response

  Date: 09/27/2024

  We apologize for the inconvenience of having to wait for the parts to arrive from the manufacturer. Unfortunately, it is sometimes out of our control on when and how fast the manufacturer can get us the part needed. We do understand the frustration on Mr. ******** part. After speaking with my service dispatcher I believe there was some confusion on when the parts actually arrived. The day before the part was replaced the motor had arrived, but the circuit board that was needed to complete the job had not arrived at the local manufacturer warehouse. We were told it would be at the warehouse by end of day and could pick it up the following morning. Which we did. We realize the anguish of having no air conditioning and try to do our very best of our ability to get the customer back up and cooling as quick as possible. As far as the part being under warranty, the system was 4 years old. The original warranty when installed was 2 years labor and 10 years on the parts. So the charges were for the labor to install the parts. The technician did however make a mistake when billing the customer when listing the parts in the system to generate the invoice. It automatically created labor amounts for both parts. Once he called his supervisor, the supervisor helped him correct the mistake and make the adjustment to the invoice. And an added note, if this would have not been taken care of while on the call, our billing department would have caught this mistake and refunded the overpaid balance before processing the payment. We once again apologize for the inconvenience and will be sending Mr. ****** a 15% discount on the $350.00 charge for the inconvenience.        

  Customer Answer

  Date: 10/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/25/2023

  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.

  Indoor and outdoor AC units were running but it was not cooling. Made an appointment with *** to perform diagnostic tests. Tech 1 came 06/13/23. He headed inside house, checked the thermostat and back out to the condenser. Access compressor and performed electrical diagnostics. Asked him if he performed refrigerant level test, he ignored me. I know he didnt. Notes below confirmed that *** didnt. Also Tech 1 didnt performed jump-Starting Comp with hard-start kit as alleged in the notes.I was present 99% of the time while he performed diagnostics. He was 99% of the time with his ear pods multitasking, talking "personal stuff" over the phone. The following was Tech 1's notes divulged by *** on 06/20/23. No cool. Found outdoor unit not working properly. Checked voltages... After trouble shoot and jump-Starting Comp with hard-start kit. Recommend replacing compressor due to internal failure. Collected 115$ via ccOn 06/******** 2 came to replace the compressor. The following notes emailed from ***. REMOVED AND REINSTALLED COMP VACUUMED MICRONS WERE BOUNCING AROUND, LEAK TESTED ALL JOINTS EVAP AND COND COIL AFTER FULL CHARGE FOUND NO LEAKS.... TOTAL $ ******* **** PAID VIA CC After the compressor installation, Tech 2 mentioned that leak was detected, however proceeded to recharged the refrigerant despite of the warning. He performed a limited amount of leak test randomly. Tried multiple times to contact/email the *** Service Manager but did not return my phone calls/emails. Found out later from the Front Desk that both him and Tech 1 do not work for *** anymore.Since have not heard back from ******************, but finally spoke to C. at ***'s office on 8/28/23. She said that my AC is now working after the compressor was replaced. I said there were two variables that were altered, compressor and refrigerant. There was no clear resolution so resorted to BBB. I DONT AGREE THAT THE COMPRESSOR WAS THE PROBLEM. I HAVE ISSUES WITH THE DIAGNOSTIC PROCESS.

  

  Business Response

  Date: 09/26/2023

  Sorry that you feel as though system was diagnosed incorrectly, but obviously you are mistaken. We diagnosed the system on 6/13/23 and returned on 6/16/23 and replaced the compressor as diagnosed. Todays date is 9/26/23, almost 3 1/2 months since repair and system has been working since repair was made. And in complaint you stated that you tried to contact service manager with no response this is obviously a mistake on your part as well since in your documentation that you uploaded the 1st attachment is an actual email from the then service manager with the notes from the 2 calls. The system was repaired and to our knowledge has not had an issue since repair. This does not mean the consumer may have more issues in the near future, since his system is nearing it usable life span. Its is stephen k denny's stance that we will not be refunding any amounts back, since system was properly diagnosed and has been working properly since repair.

  Customer Answer

  Date: 09/27/2023

  The ** is working to date (3 months later as per SKD) but there are two components in the system that was repaired as I mentioned before. One is the costly replacement of the compressor ($1150.00) and second is the full discharged and recharged of new refrigerant ($680.00). Low refrigerant level could have cause the compressor to temporarily ceased to work or reduced the efficiency to cool the house even though both the indoor and outdoor units were running like normal as in this case.  As I mentioned in the complaint that SKD Technician who showed up wearing ear pods and talking (99% of the entire time he was in the property) personal stuff (about credits as far as I can tell), deliberately targeted the compressor right off the bat disregarding other parts of the system. Is this what SKD is claiming that the system was properly diagnosed? Why the level of refrigerant was not checked/diagnosed?  This is way far off from a professional diagnostic work a consumer expects for payment of $115.00. Another issue is if the second Tech who replaced the compressor, etc. detected a leak in the system why SKD proceeded to complete the repairs without thoroughly investigating where and what caused the leakage? A very limited effort was done to leak test some of the parts. Part of the report of the second Technician, I quote  **** TESTED ALL JOINTS EVAP AND COND COIL AFTER FULL CHARGE FOUND NO LEAKS. All the joints of the evaporator and condenser coil were tested? I dont think so. How about the rest of the refrigerant lines? I was present all the time to witness and this is completely untrue. *** knew that it took about two years to slowly over time deplete the refrigerant from a leaking evaporator of the same ** unit based on a repair way back in 2018. This is a ticking time bomb. The doomsday will occur again because of the failure of SKD to further investigates where the leak is coming from? No one knows exactly because of SKDs failure and negligence to resolve the issues.
  
  Regarding the emails/calls, again SKD alleged that it is my mistake. The fact of the matter is SKD ignored those emails even though I have copied ****************** on most of it without knowing what his role at SKD is and just hoping that he can be proactive in forwarding the emails to the new Service Manager because he mentioned that ** is not with SKD along with the Tech Diagnostics, but frustratingly it did not happen. SKD completely disregard the emails and the promised to return my phone calls. Ive uploaded screenshots of the related emails.
  
  I stand firmly that the system was not professionally diagnosed.
  I stand firmly that in the absence of a refrigerant level test and negligence of SKD to perform such test, the system had been misdiagnosed.
  I stand firmly that SKD neglected to fully investigate the leak that was detected by the Technician who replaced the compressor.
  
  The entire scheme is a complete rip off, plain and simple victimizing seniors like us.

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20654598
  
  I am rejecting this response because:The AC is working to date (3 months later as per SKD) but there are two components in the system that was repaired as I mentioned before. One is the costly replacement of the compressor ($1150.00) and second is the full discharged and recharged of new refrigerant ($680.00). Low refrigerant level could have cause the compressor to temporarily ceased to work or reduced the efficiency to cool the house even though both the indoor and outdoor units were running like normal as in this case.  As I mentioned in the complaint that SKD Technician who showed up wearing ear pods and talking (99% of the entire time he was in the property) personal stuff (about credits as far as I can tell), deliberately targeted the compressor right off the bat disregarding other parts of the system. Is this what SKD is claiming that the system was properly diagnosed? Why the level of refrigerant was not checked/diagnosed?  This is way far off from a professional diagnostic work a consumer expects for payment of $115.00. Another issue is if the second Tech who replaced the compressor, etc. detected a leak in the system why SKD proceeded to complete the repairs without thoroughly investigating where and what caused the leakage? A very limited effort was done to leak test some of the parts. Part of the report of the second Technician, I quote  **** TESTED ALL JOINTS EVAP AND COND COIL AFTER FULL CHARGE FOUND NO LEAKS. All the joints of the evaporator and condenser coil were tested? I dont think so. How about the rest of the refrigerant lines? I was present all the time to witness and this is completely untrue. *** knew that it took about two years to slowly over time deplete the refrigerant from a leaking evaporator of the same AC unit based on a repair way back in 2018. This is a ticking time bomb. The doomsday will occur again because of the failure of SKD to further investigates where the leak is coming from? No one knows exactly because of SKDs failure and negligence to resolve the issues.
  
  Regarding the emails/calls, again SKD alleged that it is my mistake. The fact of the matter is SKD ignored those emails even though I have copied ****************** on most of it without knowing what his role at SKD is and just hoping that he can be proactive in forwarding the emails to the new Service Manager because he mentioned that ** is not with SKD along with the Tech Diagnostics, but frustratingly it did not happen. SKD completely disregard the emails and the promised to return my phone calls. Ive uploaded screenshots of the related emails.
  
  I stand firmly that the system was not professionally diagnosed.
  I stand firmly that in the absence of a refrigerant level test and negligence of SKD to perform such test, the system had been misdiagnosed.
  I stand firmly that SKD neglected to fully investigate the leak that was detected by the Technician who replaced the compressor.
  
  The entire scheme is a complete rip off, plain and simple victimizing seniors like us.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/28/2023

  The homeowner is completely basing his complaint off of an assumption on his part. ************ has no factual based proof that the system was misdiagnosed. In all actuality the facts of the matter point that the system was diagnosed correctly since it has been cooling properly since the repair was completed. (3 1/2 months). ************ stated that the unit being low on refrigerant could cause the compressor to  seize up temporarily, this is not so. Being low on refrigerant could cause the compressor to seize permanently not temporarily. Which would mean the compressor needed changed out in either case. At this point the only offer we can give ************ is to send the Service Manager to check the refrigerant levels.   

  Customer Answer

  Date: 10/06/2023

  Yes, it has been working to date but to claim that it was not misdiagnosed because it has been working after a new compressor was installed ($1850) is a completely false claim. *** might not have known that the systems refrigerant ($680) was also replaced.  This does not point to the fact that the new compressor was the one that made the system running up to now because of the fact that the refrigerant was also replaced. The fact of the matter is that the refrigerant level was never checked prior to the compressor so-called diagnosis. The compressor was deliberately targeted the moment the Technician showed up in the property and nothing else matter to him? Why ***? What was the motive? The fact of the matter is that the assessment of the compressor was very inconclusive and here is why. Here is the report by the diagnosing *** Technician to his Service Manager:

  1. No cool.... , question to ***, what did those ..(4 dots) represent? Did it mean there were missing words to complete that sentence? If there were what would those be?

  2. Found outdoor unit not working properly., ***, please explain by not working properly? What did he saw, heard if anything to make this conclusion. Can *** explain what not working properly means?

  3. Checked voltages... . Again what were those dots  . (4 dots) after voltages. Were there supposed to be some missing wordings in those dot, dot, dot, dot! Why is it that there were no data shown in the report to conclude that there was a compressor failure? What are the voltage readings if there was anything taken, etc.?

  4. trouble shoot and jump-Starting Comp with hard-start kit. What did he troubleshoot?  Will *** explain?

  5. Jump -starting Comp with hard-start kit.  THIS IS NOT TRUE BECAUSE I WAS PRESENT LOOKING AND WATCHING WHAT HE WAS DOING AND THIS PROCEDURE WAS NOT PERFORMED AT ALL. JUST TO MENTION AGAIN THAT HE WAS ON A PERSONAL CALL WHILE HE WAS TRYING TO DO SOMETHING WITH THE COMPRESSOR. Any  comments on this ***?

  6. Recommend replacing compressor due to internal failure.What a dramatic conclusion after a fabricated report (Collected 115$ via cc).
  

  The *** Technician recommended to his Service Manager that there is a compressor failure. Obviously the *** SM approved it. The question is, did he ever read what the report entailed? Did *** upper management ever questioned the report if there was a credible claim by the field Technician and the Service  Manager based on the report and findings and most of all that there were no data based on the report to back up why a compressor needs to be replaced or failed? This is just a complete failure of the management of ***.

  On the other hand the Service Manager completely ignored my emails and phone calls. When I got hold of ****************** after repeated phone calls, he promised to return back to me and he never did. And all these communications failure by *** were all blamed on me as I was mistaken. The whole experience with *** is an absolute disappointment. SDK was hired to to perform diagnostics of my AC system and failed to professionally and methodically did its job.

  The Technician that was hired to perform diagnostics showed up with his ear pods on and was on a personal chat 99% of the time while he was on property. He targeted the compressor right off the bat and ignored me to check the level of refrigerant.

  *** now offered to perform a refrigerant levels check. Why now? What is ***s motive?  Is this is another tactic just to appease a consumer? It should have been done prior to the compressors targeted diagnosis. This does not make any sense to me at all. What is the logic behind? The fact that a leak was detected after installing the compressor leads to a conclusion that there is a leak in the system and that the refrigerant level was low at that time when it was not cooling. Too bad *** did not do this part of the diagnostics. This could have been resolved easily but *** profited to the maximum by replacing the compressor and recharging new refrigerant rather than by checking if there is sufficient refrigerant to cool the system in the first place. As I mentioned before that this system is now a ticking time bomb, not knowing when it will stop cooling again because the leak in the system that was detected by the second Technician who installed and recharged new refrigerant has not been exhaustively determined due to a very limited leak test performed although the report stated otherwise. This is very disturbing.

  Connecting all the dots, common sense will point out that compressor is not the main problem in my AC unit. Being 65+ and senior could be the one contributing factor in this case aside from the inattentive Technician. But I firmly believed that *** should be held accountable.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20654598
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 10/12/2023

  Hello BBB,

  I have not received any response from SKD regarding my last position dated Oct 6, 2023. There are many unanswered questions that I asked SKD to answer but SKD remained muted. 

  Please reopen this case so SKD can have a chance to respond to the number of questions Ive asked.

  Thank you,

  Sincerely,

   

  *****

   

  

  Business Response

  Date: 10/13/2023

  In response to ************ last response.
  Your AC system is working and has *** working since we properly diagnosed and repaired it. The compressor was the issue. And as far as responding to your questions the dot, dot , dot, dots, are just that, dot dot dot dots. Why did we offer to come and check the refrigerant? Yes to try and appease you and try and work with you on your outlandish complaint but obviously it is not possible to reason when someone is unreasonable. Your complaint is completely erroneous and has no factual basis. And as far as your insinuation that we took advantage of you because of your age is completely off base, uncalled for, and insulting. Our stance is still the same as our initial response. We will not be refunding any money back, because we did properly diagnose and repair the system. It has been operating since we repaired it 4 months ago. Now if you want the service manager to come and check the refrigerant levels to make sure they are at the same levels as when we repaired it 4 months ago for your peace of mind, we are still willing to do this but this would be up to you. 

• Initial Complaint

  Date:06/15/2023

  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.

  We hired Stephen K Denny when our AC unit stopped working in December. They gave us a fix that would be $2k or offered a new unit. The new unit cost roughly $10k. We went with the new unit since ours was approaching ***************************************************************************************************** the laundry room, which is directly below the **** unit. I called Stephen K Denny since they installed it. The worker who came said that the pipe to the drain seemed to come undone and most likely wasnt sealed correctly. He could t confirm for sure but said thats what it seemed like. He fixed it and told me to call a water remediation company and after I got the costs to call the office at Stephen K Denny. So we moved forward quickly with fixing and remediating this. We live in ******* and do not want mold in the house with a 1.5 and 3 year old. The costs to have a water remediation company , drywall guys for the ceiling, and electrician to hang the light were about $5k. I can provide exact receipts if you need it. Stephen K Denny refused to pay anything and said that they were not the cause of this issue. I had a couple other **** companies come in after and they confirmed that they thought Stephen K Denny was at fault. Since then I have been working with a new **** company. They inspected my unit today and told me that the Freon levels are low and they strongly recommend filling to the appropriate level. They said for a unit that is 6 months old it was highly unusual to be so low. They thought that maybe they didnt fill to the correct level when they set up. I again contacted Stephen K Denny, who said that the other company is wrong. They are refusing to fill to the correct level.

  

  Business Response

  Date: 06/16/2023

  In response to complaint.

  We did replace the ** unit for the customer 11/03/2022 at a cost of $8900.00. The customer called 3 months later on 2/22/2023 and stated that they had a water issue with the **. Upon arriving the technician did find a coupling had came apart in the existing condensate line. He repaired the line and informed the customer. This could have been an existing fitting from original install but we did install the unit and were the last to service the system. If given the chance we would have willingly had the repairs made from the water damage. But a $5000.00 repair for the damages was exuberant. The repairs if given the chance would have cost us $750-$1000. We do not know if the customer was taken advantage of by the company doing the repairs or if there was more work done unrelated to the water leak. And we did offer this amount of money toward the repair but the customer denied it. This offer still stands. On the issue of the refrigerant levels. When the customer contacted us on 6/16/2023 she stated that another company was working on the equipment and found it low on refrigerant and that we had left it that way. The service manager tried explaining that possibly that was not the case based off of the pressures being shown. He was not able to finish his explanation before the customer started yelling at him and hung up the phone. The service manager at no time said we would not come out and check the system. The office staff tried calling the customer back twice on 6/16/2023 at 3:30 PM to speak with the customer to set up a time for a technician to go to the home and check the system, but got hung up on both times. We are still willing to go to the home and check the refrigerant levels if the customer is willing to set up.