ComplaintsforHammock's AC, Inc.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new roof installed last week (10/4/23) and when I got home from work, I noticed the a/c was not working. I called ********* and they sent a tech (*******) out to take a look on 10/9/23 ($85). He said there was no refrigerant in the system. He went in the attic and found a hole in the refrigerant line from a roofing nail. The quote to do the repairs and replace the refrigerant is $2450. The roofing nails come through 1/4", which means the refrigerant line was against the roof decking unprotected, which is against mechanical code IMC ***** "equipment required to be protected from damage." ***** requires piping and refrigerant lines to be protected by nail shield plates or metal casings when it's within 1.5 inches. On top of that, I discovered that when ********* installed the new HVAC system 5 years ago ($5,100) that although they opened a permit for the installation, the county never came to inspect the job. The permit is still "pending" according to the online portal. I never received a POI when they installed the new system, so when I called on 10/11/23 to ask for a copy of their POI, they insisted that this issue had nothing to do with them. They denied any responsibility in bringing the new system up to code simply because they used the existing line. They refused to give me a copy of their POI, stating they needed to talk to the owner and that they would get back to me. It has been two days, and they have not responded. There have been repeated attempts to speak with them by me and the roofing company who replaced my roof (Four Seasons ******************* do not think it is fair or right for me to have to pay almost $2500 to repair my a/c because if ********* had done their job right in the first place, this never would have happened. At the very least, their lack of transparency and willingness to give me a copy of their POI is concerning.

  

  Business response

  10/26/2023

  Ms. **********;

  I do apologize that you are having an issue with your hvac but at the end of the day we sent a tech out to determine the problem and found your roofers shot a nail into your refrigerant line.  Here are a few things to note - the code you are referring to is as follows - 303.4 Protection from damage. Appliances shall not be installed in a location where subject to mechanical damage unless protected by approved barriers.  This has nothing to do with your hvac system but the code that does is M1411.7.  Also you state that the nails only penetrate 1/4" when that is not the case - The length of each nail must be a minimum of 1 inches long, and for roof-overs, Atlas recommends a nail length of at least 2 inches. Nails of the proper length should penetrate three-fourths of an inch into the roof deck.  Also in regards to the permit, we pulled the permit with the county but you never called for the inspection as we do not call for inspection as the inspector has to coordinate with the`homeowner.  I am sorry you feel that we are not standing behind our work but as I told you prior that lineset is original to the house and we do not replace unless there is obvious damage or the homeowner is aware of an issue to warrant replacement.  The system has been in for over 5 years with no issues until *********** shot a nail in the lineset.  Roofers need to take responsibility for their actions as they should inspect the job before proceeding with the job. 

  Customer response

  11/10/2023

   
  Complaint: 20784786
  
  I reject this response.
  
  The code you mentioned that is related to your installation is M1411.7.
  "M1411.7 Location and protection of refrigerant piping.
  Refrigerant piping installed within 1-1/2 inches (38mm) of the underside of the roof decks shall be protected from damage caused by nails and other fasteners."
  
  You failed to protect the refrigerant piping from the roofing nails. This is your responsibility, not my roofers'.
  
  "R905.2.5 Fasteners.
  Fasteners for asphalt shingles shall be galvanized steel, stainless steel, aluminum or copper roofing nails, minimum 12-gage (**** inch (3mm)) shank with a minimum 3/8 inch-diameter (9.5mm) head, complying with ASTM F1667, of length to penetrate through the roofing materials and not less than 3/4 inch into the roof sheathing. Where the roof sheathing is less than 3/4 inch thick, the fasteners shall penetrate through the sheathing."
  
  I have 1/2 inch OSB decking. The roofer used a 1-1/4 inch nail. Due to me having 1/2 inch decking with 1 layer of shingles on top, the nail penetrates between a 1/4" to 1/2" through the decking into the attic, as required by State Code. This is the exact reason the code M1411.7 exists - to protect the ** line against the underside of the roof sheathing. You left the refrigeration line within 1-1/2 inches, directly installed against the underside of the roof sheathing and failed to provide any type of protection from the roofing nails. It is not the roofer's responsibility to protect the refrigeration line from nails. As you stated in your reply, Code M1411.7 references the ** system and your responsibility.
  
  Regarding the permit, I also checked with Cherokee County. They stated that the HV** inspection, as per your State license, is in fact your responsibility when installing a new system. It is not my responsibility to call in for the inspection. Cherokee County confirmed that since your bought the permit you are responsible for calling in the final inspection. I could have easily provided you with days and times I was available to meet the inspector. Since you did not mention this to me, I was unaware that the inspection had not occurred or that it needed to be scheduled.
  
  In your closing, you stated that the roofers "should inspect the job before proceeding with the job." The roofer is not required to perform any pre-shingle inspections as you suggest. However, if you expected them to inspect and notice this while installing shingles. then it seems reasonable for me to hold you to your own standard and to expect that you should have inspected and noticed this when you were reinstalling the refrigeration line. Especially when it is your responsibility per code M1411.7.
  
  You also said "As I told you prior, that lineset is original to the house." Cherokee County stated that it does not matter if the line set is original to the house. When you cut or otherwise disconnected the existing refrigeration line set from the old ** system and installed it into your equipment both inside the attic and to the outside fan, you became the last one to install the refrigeration line. This means you are responsible for how it is currently installed.
  
  Cherokee County also stated when you pull a permit and are replacing the ** system that you are also responsible for bringing the entire system, including the existing refrigeration line, up to the current State Code Minimum Standards. They said if they had inspected the job and saw the refrigeration line against the roof sheathing, they would have failed the inspection and made you correct the refrigeration line, even if you did not install it. That excuse is invalid.
  
  You said "we do not replace unless there is obvious damage or the homeowner is aware of an issue to warrant replacement." The refrigeration line did not need to be replaced. It just needed to be moved away from the roof. You are suggesting that the issue was not "obvious" to you as an HV** expert, yet you expect my roofer or myself to notice the issue to let you know about the problem. Your statement that I was "happy with the way it was installed for 5 years" is because I was unaware of the code violations or that it was installed improperly. I hired you to make me aware of any ** issues and to install the system properly and up to code.
  
  When you hire a contractor, you expect a reasonable duty of care that is consistent with a professional level of construction. You expect the jobsite to be safe, and all laborers and subcontractors to be safe, well trained and competent. When a contractor fails to meet these standards, such as the reasonable duty of care owed to you, and damage to the building occurs or someone is injured, that contractor should be held liable. Failing to comply with building codes and standards of care is referred to as Construction Negligence.
  
  My roofer installed a shingle using the correct 1-1/4 inch roofing nail. They did not do anything negligent or incorrect that would violate the State Code or that would cause this issue.
  
  Your code violation and construction negligence when reinstalling the refrigeration line left a booby-trap for the shingle installers. Protecting and having the refrigeration line inspected is your responsibility, as per your contract with me, the State Codes, and your own response when you admitted that code M1411.7 is relevant to this case. Since you failed to follow this code to protect my refrigeration line, I am asking you to repair the damage caused by the nails, to reinstall the refrigeration line to meet code standards, and then finally to have the system inspected by Cherokee County. I would also ask that you not blame the roofer, myself or anyone else for the damage to the system. Protecting the refrigeration line or moving it away from the roof deck is your responsibility, per Cherokee County, and it should have been done 5 years ago when installing my new ** system.
  
  I have also requested a copy of your COI twice now. When I called the office at Hammock's, I was asked if I intended to file a claim and was never provided with a copy. I want a copy of your ******************* so that I can file a claim should you refuse to honor your warranty.
  
  Other related codes:
  Section ***** Piping support
  Section ***** Protection against physical damage
  Section ****** Protection
  

  
  

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

  

  Business response

  11/10/2023

  *************** I went back and reviewed the codes from 2018 when the system was installed and they are as follows:

  1107.1 ***************** design of refrigerant piping shall be in accordance with ASME B31.5.  Refrigerant piping shall be installed, tested and placed in operation in accordance with this chapter.

  1107.2 Piping location.

  Refrigerant piping that crosses an open space that affords passageway in any building shall be not less than 7 feet 3 inches (**** mm) above the floor unless the piping is located against the ceiling of such space.  Refrigerant piping shall not be placed in any of the following:

  1. A fire-resistance-rated exit access corridor.

  2. An interior exit stairway.

  3. An interior exit ramp.

  4. An exit passageway.

  5. An elevator, dumbwaiter or other shaft containing a moving object.

  6. A shaft that has one of more openings into a fire-resistance-rated exit access corridor, interior exit stairway or ramp or exit passageway.

  I am sorry that you feel it is our fault but your roofer is the one who damaged the copper line.  If you would like to go after the roofer this vigorously the owner stated he would help you fight that battle.  Unfortunately this is something that happens quite often whether it is through the roof or through a wall but at the end of the day it is not our fault.

  In regards to the permit we always tell the customer that they have to call for the inspection as an appointment has to be made and we do not know the customers schedule.

  Just an FYI if your roofer only used 1 1/4" nails that is not code if you add everything together.

  The cap-nail shank shall be a minimum of 12 gauge (***** inches) with a length to penetrate through the roof sheathing or a minimum of 3/4-inch (19mm) into the roof sheathing.

   

  Customer response

  11/15/2023

   
  Complaint: 20784786
  
  I am rejecting this response because:

  It is apparent that you are being very selective in what you choose to respond to, and you are clearly not going to accept responsibility. May I have a copy of your liability insurance? This is now the fourth time I've asked for it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new air conditioner and it was installed on 6/23/22. I paid $8,195.61 and the business committed to providing 10 year parts and 10 year labor warranty; they claim on the receipt that they will repair issues that arise as a result of faulty or poor workmanship or labor on our installed HVAC system, provided that Hammock's is notified of the issue during the warranty period. When the installers came, they forgot to take tape off of one of the pipes of the new unit, causing water to flood my attic and cause water damage to the ceiling, at least 3 walls, and the floor in a spare bedroom and hallway. The water sat until 6/30/22 when Hammock's sent a restoration  company out to dry it, and Hammock's never had anyone call me to explain what was going on. Nobody did any mold testing, which was very important to me so I knew there weren't any current or future potential mold issues. The restoration company they sent was just going to paint over the water damage and stretch out and reuse my damaged carpet. Now, they're being evasive and I have no idea what their plans are. I am having to run this through my own insurance company. The only contact Hammock's makes with me is through their sales rep or customer service people that I don't think have anything to do with this case. I need them to fix this issue and not put a Band-Aid on it. In addition, their techs came out and used my home vacuum to suck up the water, which is dangerous and ruined my vacuum. I have sent them my mold report, additional costs this has created, as well as the estimate to get this fixed and I am getting no response from them.

  

  Business response

  07/22/2022

  We have tried everything in our power to resolve this with the customer from having someone from our company out the day the issue was reported (2 days after install) also remediation company and another person from our company within 4 days of install.  Customer filed claim with their insurance company on the 1st day that it was reported to us so at this time the customer needs to contact their insurance company who will then contact our insurance company.

  Customer response

  07/22/2022

  
  Complaint: 17562920
  
  I am rejecting this response because:

  There was no attempt on Hammock's part to deal with potential mold (which was later found in the bedroom in question), the folks they sent out the first days of the issue did not have the right equipment for the flood (which is why they used my vacuum - I have this on video), and they didn't seem to know what to do...and the second guy they sent out told the restoration company that he didn't know what was going on (I have video of ********************* from the restoration company telling me this) and I'm still waiting for a response from Hammock's to get their company's insurance information. It took 5-7 days from the start of the leak to get someone to come dry out the water, which was more than enough time for mold to settle in (especially with the heat and humidity); I would like to keep this case open until this issue is totally resolved and my rooms are restored to the condition they were in before this occurred and I am compensated for the items that were ruined in the room (just mattress topper and my vacuum that they used for the water - the bed in there was so old that I'm not asking them to replace it, but I did also have to throw it away). I am already paying $2,769 out of pocket for the mold remediation that is necessary before everything is ripped out and replaced and this is causing undue hardship on me monetarily. They are making my insurance cover it when they should have notified their insurance immediately to take care of this correctly and I'm not sure that my insurance will cover all of their damage.

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

  

  Business response

  07/25/2022

  I corresponded with **************** on Friday 7/22 stating that she would need to reach out to her insurance company since she filed a claim with them from the beginning.  We tried to resolve the issue without getting insurance involved to no avail.  It has since been filed with our insurance company.  All of this would have been resolved within the week of it happening but she cancelled our remediation company repairs.

  Customer response

  07/25/2022

  
  Complaint: 17562920
  
  I am rejecting this response because:

  I did not cancel the repairs; the restoration company cancelled them because of me calling the mold specialist. Hammock's did not send someone that performed mold testing; the water sat from at least 6/25/22 until 6/30/22 . I had notified Hammock's that I filed the insurance claim back on 6/28/22 and they still told me on July 6th that I could not do any work until their insurance agent came out; they never sent their insurance agent. There is no reason they should have told me to stop all work when they were not planning to send anyone out.
  
  Sincerely,
  
  *******************************

*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. ↩