ComplaintsforProgressive Air Systems, Inc.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought an air conditioning system in July 2021 for approx. $15,000.00. Since that time the unit makes strange noises, which are very annoying and wake up visitors who sleep in our rear bedroom. Progressive Air System has been here many times and are unable to determine or fix the noise. We have a 10 year parts and service warranty, and would like some resolution. The Service Manager, **, has constantly refused to return my calls and is never available to take the calls. Our most recent service person told ** that the manufacturer, Carrier, has a regional technician available, but to my knowledge Progressive has not contacted them. We would like some resolution

  

  Business response

  06/06/2023

  Our Service Manager, **, spoke to the homeowner on June 2nd, 2023 regarding the issue.  We are working with the manufacturer to come up with a solution for the homeowner and will stay on top of this matter until it is resolved. 
  

  Customer response

  06/08/2023

   
  Complaint: 20134855
  
  I am rejecting this response because:
  This is same response I have heard going on 2 years. If the manufacturer cannot resolve the problem, they need to replace the unit. Plus, the latest Progressive technician who came out to fix the problem said they have not spoken to the district tech specialist, and he doesnt understand why not.
  Sincerely,
  
  *******************************

  

  Business response

  06/19/2023

  Last week, ************ responded to Progressive Air Systems, Inc. after reviewing the noise issue.  Carrier suggested replacing the inverter.  They stated the inverter will ramp the compressor down before shutting it off, ceasing the shutdown sound. They have had previous success with the replacement inverters eliminating this issue.  Our Service ******** *** spoke with ******************** on June 15, 2023 to let him know that we have ordered the part from Carrier and it is coming from the factory.  We do not have an ETA on the part at this time.  

  Customer response

  06/20/2023

   
  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

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Having issues with air/heat. Requesting 100% moneyback guarantee. it has been less than one year since installed. ******* has posted on the Internet if not 100% customer satisfied and was carrier authorized HVAC dealers offer 100% moneyback guarantee within one year of installation. They will repair or remove your system and refund purchase if you are dissatisfied for any reason during that time. We are requesting $10,578.refund and removal of system.When we turn on air it is a horrible smell and makes Mrs. love it all and she has asthma. Several phone calls with RJ at progressive air started in December. ********* stepped inside the door horrible smell he says it what we called stinky sock. Suggested we have our REMO halo installed. He never even looked at it.Left several messages for RJ no return calls. February 3, 2023 Mrs. **** called RJ and went over all that is going on and we want 100% refund. ** said they are having the same problems with systems installed in brand new homes and they do not know why. That he has tried to contact ******* several times and no reply. Mrs. **** contacted Carrier January 30 online. They requested verify model and serial number. Never heard back from them.Mr. Love call progressive Air again. another repair man showed up. He inspected coil and said it was clean and showed Mr. **** a photo. all he could recommend was purchase REME halo and emailed a quote. Mr. **** called RJ, it was not right we would have to purchase our REME halo and they do not know if it would even fix the problem. ** said he would try to get us a better price. No reply. Mrs. **** sent email to Carrier world headquarters and explained all the problems and we are requesting 100% refund. Feb 15th Carrier headquarters said they would reach out to district service manager and ask them to contact our installer progressive air. We have still not heard anything.I can only assume ** still does not know what is causing this problem in new installations

  

  Business response

  03/08/2023

  We apologize for the delayed response back to the BBB.  We have been working with the customer behind the scenes.  We are installing a complimentary new Reme Air Purifier on Thursday 3/9/23 and will work closely with them to confirm that they are satisfied with this solution.  We appreciate their patience in this resolution and look forward to continuing to provide the Love's service.  

• Initial Complaint

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My wife and I had an A/C system installed by Progressive approximately 2 years ago. We have had a litany of problems with the proper function as well as water shutting down the system. We have had multiple "fixes" such as an additional air intake installed, the degree of slope for the drain line increased, as well as various "calibrations" that the techs did not go into detail about. Most recently, we had another instance of the unit cutting out, and the service was treated as an annual tune up due to the timeframe of the service in December. Following that, we have had no issues with the unit until July 8th. Late in the day, the unit cut off, and I saw multiple sites of water damage surrounding the air handler. The unit itself was leaking a large amount of water, the float switch for the main drain was out of its place, hanging from the unit, and the float switch on the drain pan was at the highest side of the pan, not able to be activated by the water that was overflowing from the lowest side. Water damage includes the ceiling surrounding the unit, water running down the inside of a wall, and damage to the flooring in the area under the unit surrounding the wall in question. We also now have black mold in the attic, as well as damage to the attic access from the initial install that was never fixed. The only individuals who access that area of the attic are myself when I have to shop vac the water from the drain pan to get the system running again, and the service techs who I call shortly after to fix the problem. I don't want to argue if the float switches were mishandled out of human error or gross negligence. I just want my system running correctly, and the damage caused to be fixed.

  Customer response

  08/03/2022

  Up to this point, no individual has provided any representation for the company regarding this issue. I have been pursuing contact with the company, and have had conversations with 2-3 different "supervisors", and not once has anyone offered to visualize any damage, or acknowledge the issues present with the installed system. The dismissive nature and openly rude and unprofessional manner the individuals have handled all conversations about the issue are far from reassuring that they will take any responsibility for any aspect of the system.
  Just to reiterate the issues, I have a hefty amount of water damage to my ceiling, flooring, and evidence of water inside the wall under the unit. I also have a large amount of black mold present in the attic around the handler. All of this due to an abnormally large amount of fluid/moisture coming off the unit.
  Of the issues causing the damage and lack of proper function include problems with ductwork, previous drainage issues, and improper placement and handling of the float switches.
  According to the last tech who came out, the ductwork is unable to support the amount of air flow coming off the unit, which to my knowledge was addressed when the install failed inspection. Drainage has supposedly been fixed. The main float switch was left out of the unit. Again, whether human error or gross negligence, I'm not interested in pointing fingers or causing problems for the tech responsible. Secondly, the float switch on the drain pan, a secondary defense to water damage, was placed on the highest part of the drain pan, above the ledge of the lowest side. Both the ductwork issue, and the placement of the secondary switch were addressed and documented by the last tech. The only response from the company has been they are not responsible, nor will they be sending any individual out to my property because, and I quote, "we are Profesionals and we do not do things like that."
  I have been unable to get any other response from any individual from this company.
  Ultimately, I'd the ductwork was done properly, or corrected in the multiple times I have had someone out to fix the unit, the damage would not have occurred. In addition, if the primary float switch was placed properly, the unit would have cut off stopping any potential for damage. Lastly, if the secondary float switch was placed properly, when the primary switch failed to activate, it would have cut the unit off and prevented the damage from occurring.
  I expect an appropriate response from this company, addressing every point of damage to my home, and to address every point of the unit that has been improperly installed leading to the damage.
  I advise the BBB that this issue will not be resolved with their paying customer till I have acceptable representation at my residence to look at the damage, and provide a plan going forward to address the ductwork that was improperly installed/replaced, and to repair the damages done by their installed product.

  

  Business response

  08/04/2022

  We are reviewing this and have an appointment set with ********** on August 9th, 2022.

  Customer response

  08/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I accept the response but feel we still have to work towards rectifying the above issues. Two supervisors I have not previously had contact with did arrive on the date they provided, and identified "potential causes" to the issues with the system and the causation of the water damage. Some repairs/maintenance were performed on the date specified, and I have a follow up today, 8/18/22 to ensure the work done solved the problems present. I have yet to move forward with or have any conversation pertaining to fixing the water damage caused. I will move forward with this being resolved once the system is confirmed to be running appropriately following the confirmation of the repairs AND we have discussed and move forward with the repairs that need to be addressed to my home.

  

  Business response

  08/30/2022

  Our team has repaired the issue and thoroughly checked everything out. They system is operating and draining correctly. We are looking to schedule our Drywall repair vender with you to get a quote for the AH Closet.

  Customer response

  09/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There are more concerns for damage than just drywall that need to be discussed. I still have yet to have an actual conversation with anyone in regards to damage. The only exchange of dialogue have been limited and minimal email correspondence, one or two, since the two individuals came for the repair. There were repairs made, and when someone came out to assess the repairs, a grand total of 30 seconds were spent in the attic access to verify the repair. I'm not a professional, but I believe a greater sample size needs to be gathered to ensure that the problem is fixed. I would also like to add that I have paid out of pocket for a mold culture and lab assessment which have confirmed two different kinds present in my home, specifically coming out of an air vent, one of which is known to have potentially serious health concerns. After being adamantly told there was no mold present.

  

  Business response

  09/15/2022

  We contacted ********** to gain clarity on his request.  We have sent several senior team members to evaluate the issue.  Adjustments had been made and challenges addressed. The owner, ****************, spoke with ********** this week and we are taking steps to resolve this to his expectations.  ********** is forwarding additional information to **************** to review.
  Progressive Air Systems,Inc. is built on providing exceptional service. It is our objective to please ********** and to preserve him as our customer.  

  Customer response

  09/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and in good faith am accepting the response. I appreciate the time that is now being given to my concerns and present problems, and look forward to moving past these issues. I appreciate the amount of dedication and hard work it takes to keep a private business open and successful, and fully back local businesses. I feel that the way things had to escalate is unfortunate, but I do believe that when a problem persists and attention is requested by a paying customer, their should not be a plethora of hoops or challenges that have to be navigated to get results. I do appreciate the time that **************** has spent in contact with me, and I feel the current track we are on to rectify things is positive. I hope that the track is maintained and progresses accordingly, and I look forward to being through with these issues. I also appreciate the courtesy and professionalism he displayed when he personally apologized for the various disputes and difficulties that we have faced.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased an AC/Heating unit from this company for Almost $9,000. We also purchased their semi-annual maintenance agreement to be sure it remained in top working order. We changed our furnace filters as directed and added white vinegar monthly to keep the pipes clear. We did absolutely everything they told us to do. When it became extremely cold this winter, we needed to turn the heat on as our home registered 60 degrees one morning. We followed the directions and set it to heat up to 72 degrees. It never heated. The company had been out to our house for their second visit of 2021 on December 4th. They were supposed to a 20 point checklist to check out the unit. However, they apparently did NOT complete that list because when I called them and they said they wouldn't come out unless I paid $97.00 (even though it was less than 60 days since they'd been here) they discovered the heat pump had never been connected and we were not getting heat. Our schedule is set for heat to kick in at 68 degrees snd AC to kick on when the house is hotter than 73 degrees. When we saw the thermostat reach 75 tomigt we realized their tech had left it set on Heat v Auto (which allows the unit to switch between the two - AC V HEAT automatically) so we set it that way thinking the AC would kick on since it was over 73 degrees. Instead we've watched our temp rise to 79 degrees. Now we have no AC. Last time I called the service manager called us liars snd told us we broke the unit and if I had a complaint I could call the manufacturer. They sold me this garbage and they d lied through every appointment I've had with them over the last 4 years. We are roasting in this house with this crappy unit we haven't even finished paying fior yet and they won't come out here unless I continue paying. I want assistance to make them fix my unit.

  

  Business response

  02/25/2022

  Business Response /* (1000, 5, 2022/02/14) */ Mrs. ********* we are sorry that you had that experience and have reviewed your account. It appears the last couple times we went out were due to your thermostat not being programmed/ used correctly. Our Technician, Gerald, took some time to explain to you how it works and how to manage heating and cooling time delays. We did not charge you on Sunday 2/13/22. Please let us know if you need additional assistance as it appears everything is working fine at this moment. Thank you for being our customer. We appreciate you. Consumer Response /* (3000, 7, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The last two visits was NOT because we didn't know how to use out thermostat. The first of those two visits, when we didn't have heat and our house was 60 degrees and falling was determined to be because the heat pump was never properly connected. That told us that when you did your December 4th second annual visit, you never checked our heat (yet we paid you for two visits in 2021). The second visit was when we no longer needed heat snd switched to AC and heat poured out and out thermostat rose 5 degrees in 39 minutes. (See photos). Gerald came out Sunday and reset our thermostat and offered suggestions as to how best to achieve our desired temperatures. He's the ONLY one that check both heating and Ac. You've turned this on us each time and the issues are your incompetence technicians who do t do what they're suppose to do but collect money and lie to us each time. The fact that our heat pump was never hooked up spoke volumes. We've paid you annually for semi-annual check ups for 4 years and you haven't done what you told us you did. We did t owe you any money on Sunday because he was simply fixing what the tech did wrong the week before when you demanded $97 from us to fix your failure to do you job during our December 4th semi-annual appointment. Business Response /* (4000, 9, 2022/02/18) */ Mrs. *********, thank you for your patience. We sent out two Senior Technicians 2/17 & 2/18 and replaced your thermostat for free. There may be an intermittent problem that we are not able to catch while we are there. If you are having another issue, please reach out our office for assistance. In addition, our leadership team has agreed to refund you $97. Thank you for being our customer all these years. We appreciate your support. Consumer Response /* (2000, 11, 2022/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. We accept this resolution because the company finally made a bonofide attempt to fix our issue and refund the fee they charged us. Currently the system is working; we will monitor same and advise the company if something goes wrong (per their request). Thank you.

*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. ↩