ComplaintsforOsceola Air, LLC

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 11, 2022 I received a price from this company ($22954.00) for the installation of a new Lennox air handler, heat pump and thermostat. Since there needed to be modifications to the closet in which the air handler was to be located, an additional $700.00 (which was included in the price) was to be paid to their "handyman" who was to come and do ALL the necessary repairs after the installation was complete. I paid the initial deposit of 50% ($11,477.00) on March 11th. Installation went as scheduled on March 21 at which time I paid the remaining $11,477.00-both payments via credit card. On March 23, I called and spoke to Brooke to ask about the permit, which they failed to obtain even though it specifically states that the total price includes "Permitting/Inspection". A blank permit was subsequently obtained from Osceola County on April 4, after the installation was completed. Brooke also registered all 3 of the above with Lennox-my name and address were incorrect and I asked her to send in the necessary corrections and to date this has not been done according to Lennox. Two weeks after installation, after no response to my phone calls, voicemails, texts and emails, Brooke calls me and says "the handyman is busy so we found someone else to put the door on". I explained to her it was "not just a door" and that walls had to be removed and replaced to contain the insulation, the frame had to be repaired and painted and the ducts needed to be covered with screening because of the large gaping holes that were left. On April 7 a handyman, Matt came to replace the door but informed me he was not told about the other repairs. Zak, the owner arrived later that day and put a grate over the upper and lower existing ductwork, but failed to complete the remaining repairs including the subfloor which was left completely exposed. Zak has not responded to any of the outstanding issues to be completed nor arranged a final inspection with the county.

  

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/05/04) */ Contact Name and Title: Zak M******* Owner Contact Phone: 407-799-9402 cell Contact Email: [email protected] As of yesterday 5/3/2022 all issues have been resolved. Our client is happy with the outcome and she plans to edit or remove her initial complaint. We are very pleased as well that this has come to a positive conclusion because she has been a long time client of ours. We were willing to do whatever it took to make sure she was pleased with the final product. Thank you, Zak Osceola Air Consumer Response /* (2000, 7, 2022/05/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) As of May 3, 2022 all repairs have been completed to my satisfaction. I have received the updated corrected registration from Lennox and the county inspection/permitting was performed the same day. My understanding is the company was having a difficult time finding the necessary resources and supplies to complete the job due to circumstances beyond their control. However, that was not communicated to me. This has been addressed with the owner and remedial action taken to prevent this from happening in the future. Osceola Air is an excellent company that I have done business with for years without any issues. Since this situation has been rectified, I will continue to use them for all my A/C needs in the future.

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