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:02/10/2025

  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.

  We had an issue with critters under our mobile home. The existing air ducts were destroyed. Invoice ***** $$5,650.00 was for the replacement of the ducts. The company did not secure the opening around the air conditioner and we had repeat invasion of critters which destroyed the new ducts. Invoice # *****-2 $891.00 was for the repacement once again. The ducts seemed to be ok. On January 22, 2025 I had an inspection of our vapor barrier with Florida Anchor and **************** Thei representative informed us that they had to make some repairs to the ducts as they were actually ducts for attics rather than under the unit. He and his crew taped up some holes and suggested we repace the ducts with the proper material. The work was completed on 1/30/2025. We appreciate anything you can do for us. We also wanted to report this inferior servic

  

  Business Response

  Date: 02/14/2025

  
  This is the first of us ever hearing about any issues with our work at the ********* residence. They had been customers of ours since 2014 when we installed their first Air Conditioner.HVAC companies do not go around a mobile home and look for openings underneath where critters can get into this is the responsibility of homeowner. The system is a package unit that sits outside the mobile home on a slab so there is no openingthere is a duct cover that we had specially fabricated to the exact measurements of the package unit.  **** companies are not responsible for the skirting that goes around the mobile home to keep rodents out.  In 2022 we installed duct work under their mobile home due to rodent infestation plus made documentation that the skirting was fragile and weathered and advised the homeowner that they needed to have that fixed so that rodents will not continue to get underneath the home. This was replaced on September 22, 2022.  On November 28, 2022 we received a service call and our technician came out and made these notes in the computer (this is copied and pasted)
  11/28/2022: ******-Found a supply disconnected by a new rodent. We advised customer to seal the under side of the home for rodents to prevent this from happening and we can come back to reseal.
  The customer failed to take our advice on fixing the skirting around the mobile home to prevent rodents from entering and in less than 2 months more damage had incurred. On December 23, 2022 we came back out and had to replace 3 new runs.  The Candrillis continued to be customers of ours for 2 more years and then their ECM failed in their system that was out of warranty and rather than fixing the 10-year-old system they wanted a quote for a new one.   We provided a quote for to our customer of 10 years and they decided to go with what I assume was a cheaper quote (even though we did not even get the opportunity to see what the other company was quoting as different manufactures have different price points for the type of the equipment).  They called and cancelled the contract they had with us and went with another company based on a lower price. Fast forward to this complaint.  We called Mr. ********* right away when we received the complaint because we have never in all our years of doing business have used anything other than mobile home flexing for ductwork replacement under a mobile home. We asked why they did not call us right away rather than go straight to the BBB, (as we would have come to the property to assess the situation and if the wrong ductwork was installed, we would remedy the situation).  We were told that the old ductwork had been removed and new ductwork had been replaced so there was nothing more we could do.  We were never given the opportunity to rectify this situation if anything was done wrong on our part.  I know if someone told me that my ********** of 10 years put in the wrong ductwork the first call, I would have made would be to that company to sort out the situation prior to tearing out the evidence. Unfortunately,all we have to go on is here say and that is not sufficient grounds for us to issue a refund.
  

  Customer Answer

  Date: 02/15/2025

   
  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,
  
  ******* *********