ComplaintsforIERNA's Heating & Cooling

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Currently I have a leaking PVC pipe in my attic that I contacted IERNA about. I was informed that it would be an $89 service charge and that I would be charged for the job not by the hour. Therefore, I isolate the area of concern prior to the technicians arrival. The technician arrives and looks at the pipe. At the time of the visit the pipe was not leaking something that I explained before he looked at it. I informed him that I watched it slowly drip from the bottom of the joint connecting two pipes for 20 minutes the previous day. The technician asks me to run all the hot water from the two bathrooms located upstairs which I do. After running the water for 15 minutes he states that he cant figure it out. He mentions that he bent something in my toilet because he thought that it was running to long when he flushed ************ I bet your water bill is crazy right? I respond no it was only $70 dollars last month So basically the toilet wasn't the issue nor why I contacted them. Again, he states that he cant figure out the problem and thus takes no action. Fair enough with one exception, ***** charges me almost $300 for the visit with zero resolution. Again, I was informed I would be charged for the job what job? Nothing was resolved. Therefore, I contact the office & ask to speak with the Plumbing manager named ***. I asked if he could help me understand the charge considering that nothing was resolved. For 3-days I speak with IERNA asking if *** would call me back and clarify some questions that I had. However, nobody calls me back after I contact them 4 times in 3 days requesting to speak with ***. My complaint isn't the fact that the technician couldn't figure out the leak its the failure of the organizational leadership to follow-up with a concerned customer. On their website they state that they are committed to customer service. I completely disagree with that statement and their actions prove otherwise.

  

  Business response

  03/22/2024

  Our Customer Relations Manager has spoken with ******************** about the discrepancy in the overall cost of the plumbing job Ierna's performed on 3/15/2024. Our Customer Relations Manager offered a refund of $100.00 as a good faith effort to resolve this matter. ******************** accepted and will be receiving the refund back onto his credit card in 3-5 business days. He is satisfied with this resolution.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company did a complete re-pipe of my home in October 2023. I used their financing for this purchase. There were some scheduling errors and mishaps on their end with the completion of the drywall patching needed to fully complete the job. I was promised a refund of $500 by ***************** for the delay in this patching. Since the work was financed I was told they would need to mail me the refund check. I have seen no refund check in almost two months. I have placed multiple calls asking for an update and NOT ONE person has bothered to call me back. The only thing this company allows you to do is a leave a message with their "dispatch" team. I want the refund I was promised.

  

  Business response

  01/22/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations reached out to ******************** about this matter. The $500.00 refund check was set on 1/9/24 and we informed ******************** of this on 1/10/24 and she was satisfied with our response at that time. We have since made attempts to follow-up with ******************** to ensure the refund check was received but we were not able to make contact and have not heard back at this time. 

  Customer response

  02/01/2024

   
  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

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our air conditioning unit from Ierna a couple years back and everything was great. We had them come out just one time to fix something, no issues there. This Thursday 8/11/23 out unit stopped working completely. We called them and they sad they were sending out an experienced technician to us. They sent out a guy ***********************) on Friday night. He checked things out and told us that it will cost $2200 to get it fixed. He said that was a good price because if our unit had to be replaced completely it would cost us $25,000 to replace. We purchased a new unit a few years ago and it was $7,000 which we told him and he said inflation would make it $25,000. He said he had to order parts and had us pay $88 for service call. We called Amen air conditioning today, which by the way is 3 days later in 98 degree heat, and they came out immediately and fixed it in about 10 minutes with the price of $300. So once again Ierna was $2200, ******** was $300. So I called **** at Ierna and told her what happened and she said that the technician that came out just gave us bad information. Now, my complaint is I was paying the $88 for AN EXPERIENCED technician to come out, however we got someone that just gave us bad information. I mean thats like just having anyone off the street come out and say whatever to collect the $88. I want my $88 back and they should be completely ashamed of themselves. We are 2 disabled veterans and deserve to be treated better as ANYONE should.

  

  Business response

  08/25/2023

  Our Customer Relations Manager reached out to **************** to discuss the experience she had with our service technician. We greatly appreciate the feedback and have addressed this matter internally. Our goal is to provide every customer with exceptional service and accurate options so they can decide how to move forward with service for their home. We offered to refund the $89.00 dispatch fee **************** paid for her service with ** and also sent her a **** Gift Card as a courtesy for her experience. **************** is satisfied with our response at this time. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new central air system installed in 2021. The system repeatedly stopped working the first year and Iernas was at my house over a dozen times fixing a variety of items such as replacing the coil, moving the intake, rewiring the uv light (that mistake almost caused a fire), moving the drainage pipe, etc. Each time they came out they lamented that the prior tech just didn't do something right. I asked the manager to take out the system and give me a new system as this seems to be a bad install and I was tired of rearranging my schedule to accommodate repairs. I was told no. I have been told several different things to explain the problem since the system was installed: "the ac is too big", "the ac too small", "the intake is the incorrect spot", "you need a uv light", "the last tech didn't install the drain pipe in the correct location", "sometimes the install is just bad". In 2022 Iernas had a new manager. He came over after all the repairs and assured me no further repairs would be needed. I had another company check the ac out as it never cooled like my old ac. My old 15 year old ac was more reliable than what I currently have. I was told the differential was more than 5 degrees. They said since it is under warranty Iernas should fix it. Iernas claimed nothing was wrong. Here we are a year later and the ac has stopped cooling completely. A message keeps coming up saying "something is wrong with your system, the temperature raised instead of cooling". It is currently 82 degrees in my home. The system is under manufacturer warranty and is only 2.5 years old. It is a lemon. I paid **** for a system that has never worked correctly. I would like Iernas to take their system back and refund my money. I do have receipts if needed. I know Iernas has record of all the visits because the person who answers the phone has commented about how often they have been here. I know that they know exactly who I am as every repair tech has been to my house multiple times.

  

  Business response

  08/01/2023

  Thank you for allowing us the opportunity to review and resolve ************************ concerns. We have reached out to ******************** and have come to an amicable resoltuion and will be providing a refund for the system purchased and respectfully part ways. We appreciate her patience in the matter and she can look to receive this refund in the next **** business days.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I have paid this business $7200 in May 2020 for a new heating and air conditioning system. Due to defects the entire system was replaced in November 2020 and then again in May of ******************************************************* the past week I have been unable to speak to a manager as yet again this compressor and unit have issues and is not cooling and their service man came out on June 17,2023 and now the problem is even worse. We were supposed to have 10 year warranty initially however, with constant service and management issues we don't know where we stand and need management involvement to solve either refunding our money or giving us a system that is not defective. Three system failures of 3 units in 3 years is very stressful and our faith in resolving this issue is failing. We need help.

  

  Business response

  07/19/2023

  Our Customer Relations Manager ***** was able to reach out to ******************, and we sent a technician out to review the system and make adjustments where needed. We have since followed up with ****************** and she stated the unit is now working as it should. If she continues to experience issues with the unit we will look into the matter further and encourage her to reach out to us to that we can handle immediately. We appreciate her patience in the matter and consider this matter closed.

  Customer response

  07/20/2023

   
  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

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  02/20/2023

  The unit was installed in 2/5/20. A condensation pump was added on 2/10/20. The pump failed and was replaced twice. Once on 8/29/20 and another time on 4/24/21. It is rare for these pumps to fail so quickly so the technician suggested she hire an electrician to check to see if there was an electrical issue.
  
  An HVAC Preventative Maintenance/Cleaning was performed on 7/14/21.
  
  On 10/8/21 – the drain line clogged and was cleaned. On 12/27/21- the drain line clogged again and was cleaned. On 9/30/22- the drain line clogged and was cleaned. On 11/22/22- Drain clogged the drain line clogged and was cleaned. Technician Noted duct work was deteriorating and should be replaced. The technician recommended that she have a coil cleaning done due to organic build up which we feel was causing the drain line to clog. Also recommended have UV light system installed to prevent organic matter to build up on coil and air purifier.
  
  On 11/29/22- we called to follow up. No one answered. We left a message. The call was not returned.
  
  Between 12/27/21-9/30/22 we did not visit customer’s home.
  
  She only had one preventative maintenance done since the unit was installed. It appears the duct system coupled with environmental conditions in the home are the cause of continuous drain issues.
  
  The mechanical system has never had issues, only the drain. *****’s will not be replacing the HVAC system.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am having continuing problems with my ****** HVAC system in particularly the air handler. I have asked Ierna (my ****** agent) for a summary of service calls and repairs but they have not responded. The blower motor has been replaced at least 3 times, the main board twice, and the thermostat. We have been without AC or at best had intermittent AC for over a month and counting as of right now. After every repair, the system operates normally for a couple of hours then starts displaying error codes and stops cooling the house. The compressor runs but the blower does not. Intermittently the blower runs normally and cools the house but then stops while the compressor continues to run.Every time I call Ierna, it takes days to get on their schedule, during the service call they decide I need a part, the part takes days to arrive, they install the part, two hours after the tech leaves the error codes start again and I am without AC. This cycle has been repeated for the last 5 weeks.I purchased a highly rated, high end ****** HVAC system from Ierna in Aug 2017. I submitted a message through ****** messaging system a couple of weeks age but have not received a response. This unit is a lemon and I want it replaced. I just called ( 9/28/2022 **** EDT) the ****** **************** number *************) and worked my way through the menus the point where I was waiting for a representative and then the system hung up on me.

  

  Business response

  10/18/2022

  There have been multiple issues with the equipment due to dirty power. This equipment is sensitive to spikes and drops in the electrical current. It damages components. In an effort to make things right with our customer, we have installed two separate power conditioners on each the air handler and condenser to control voltage and protect the equipment. Unfortunately when ordering the replacement parts, a technician ordered the wrong part and we are currently waiting on the correct part to be shipped to us so we can install. We are very sorry for the inconveniences our customer has experienced and we are working to rectify all issues.

  Customer response

  10/19/2022

   
  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

  07/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had a new unit put in in may of 2022 unit started making a noise in November called they sent out a tech could find nothing wrong. I have provided video with sound they have sent numerous techs that come out and ask why they are there? They have not resolved issue. I have put a request to management to have another company come and they can pay the bill since they r unable to figure it out and state if they replace unit it will come with no warranty and I spent 6000,00 for this

  

  Business response

  08/16/2022

  Consumer Response /* (3000, 7, 2022/08/05) */ Merchant is to remove unit and issue full refund will notify once refund is processed, issue still not resolved Business Response /* (4000, 10, 2022/08/05) */ We have been in communication with Mr. ****** and his mother Ms. ********* It has been decided to remove the equipment installed by IERNA's from the ****** residence for a full refund of the original purchase price.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 6 this year, a technician from Ierna came to my house and performed a service. However I was overcharged. I contacted Ierna and they acknowledged the mistake and promised to refund the overage. After several calls to them, they said they would issue the refund. As of today, July 19, still have not received any refund.

  

  Business response

  07/25/2022

  Consumer Response /* (2000, 5, 2022/07/25) */ My complaint regarding Ierna Heating and cooling has been resolved satisfactorily. Thank you for stepping in.

• Initial Complaint

  01/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The previously repaired drain line for the A/C in my attic was leaking at the repair site and soaked the drywall above the closet in a bedroom, was being absorbed by a curtain and a foam dog bed below while soaking the floor as well. Ierna's manager Jeremy has sent people out to fix the line and the drip pan but has not made any commitment to repair or pay for repairs to the home damage. I repeatedly call but do not receive any return calls. A week ago I finally reached him and he had to 'speak with his boss' ? But would call me the next day with a solution. I Haven't heard from him/them. They have received pictures of the damages and cost estimate to replace floor and dog bed. They said they would have an outside drywall company fix the damage as their guy was out with hip surgery. No initiation and empty promises to resolve damage issues. Incidentally, this is the second time the drain line has leaked and caused drywall ceiling damage and another time the line was draining in between the cement block wall.

  

  Business response

  02/28/2022

  Business Response /* (1000, 7, 2022/02/18) */ We have made contact with Ms. *******. IERNA's has agreed to he desired resolution. We have replaced the dog bed, paid for the floor replacement and is repairing the drywall damage. Consumer Response /* (2000, 9, 2022/02/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although I do accept the response, I do not feel as though I would have gotten to this point without the assistance of the BBB and also my insurance broker agent. The company did provide an immediate temporary fix on the leak and then a more permanent fix but did not make any attempts to address the house damages. When I made phone calls or went to the office about the damages, there was still little or no communication. And after filing the complaint with the BBB, I received a call the next day. The company offered a resolution that was a portion of the total loss and that was not acceptable to me. Upon requesting a copy of the company's general liability policy, which I should have requested upon commencement of the work, I was told the floor would be paid for in entirety. Bob's carpet mart has received 50% down payment and obtained a signature on the contract. Bob's has gone above and beyond to help facilitate and continuing to contact the A/C company to assist me with this matter. I appreciate the BBB for having this platform. Ierna's was never rude to me but I feel there was a lack of professionalism in this matter by not reaching out upon notification of damages occurred, by not returning calls and for making a less than whole resolution.

*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. ↩