ComplaintsforPlunkett Heating & Air Conditioning

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a Heat Pump and air handler installed in August 2022. The installation was far less than professional or acceptable. They didn't know what they were doing or just didn't care. After the installation, I went to check on the air filters and you couldn't even get them out of the unit; one was screwed into the unit and the other one was trapped behind the wiring. I called Henry E**** and complained about it and he said to send him pictures which I did. Nothing happened. When they came to check the installation at the one month inspection *****-22) I showed the technician the issue and he said he would have done it differently. He took pictures and said he would give them to Henry ****** Nothing happened again. At the annual inspection (*****23) the technician had to tear the one filter out of the unit and fold the other filter to get it out. He said he told the installer that he would do it differently when they installed it. He said he would tell Henry E**** again. I called Henry E**** while the technician was there and told him what he had to go through to replace the filters and Henry asked me to take pictures again and send them to him, Still nothing happened again. I called Henry E**** ****23 and left a message and no reply.

  

  Business response

  05/22/2023

  We are very concerned about the complaint that has been made and are taking steps to handle the situation. This is the first that management has heard about the issue, but the Installation Supervisor will be in touch with Mr. ******** within 24 hrs to make arrangements for an install crew to make this right. This is not representative of the customer service we expect from any of our team memebers and that will be handled internally as well.

  Customer response

  05/26/2023

  
  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.

  Plunkett contacted me on Monday ****-23 and set up for a team to come out Tuesday *****23 to resolve the issue, which they did. Seems like there was a lack of communication with the people I talked to about the issue and management.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My upstairs A/C unit stopped working. A technician named Kevin came out and said the unit was frozen solid and there was nothing he could do. The following day, he arrived and tells me there's nothing wrong that he can see, he believes it's just the filter I'm using. He recommends I order the cheapest filters possible so I do. The following morning the filters arrive and I go into my attic to install them. I notice that my entire drip pan is on the brink of overflowing. I pull out the filter to change it and the one that's in there is soaked. Being concerned with the level of water I was seeing build up I called plunkett again to ask if this was normal. The guy tells me over the phone this is completely normal and I have nothing to worry about. He tells me it should evaporate shortly, despite my hesitation I trusted their advice. Three hours later I am working from home and my fire alarms start going off in my house. To my confusion I smell nothing burning and can't figure out why they're going off. I come upstairs and I see a stream of water pouring out of the ceiling where one of my smoke detectors are. I rush into the attic where there is GALLONS of water poured everywhere in my attic. The extent to which it traveled we'll never fully know. I asked for the owner or manager to call me back so we could have the incident documented incase damages ever arose from this negligence. They never called me. I've called multiple times since asking for a manager or to speak to the owner and they always tell me they're busy and will call me back. Very unprofessional, very shady business tactics.

  

  Business response

  10/10/2022

  Business Response /* (1000, 8, 2022/08/15) */ The technician performed a diagnostic on Mr. ****'s system on ********, found the unit completely frozen. The etech turned the system off to allow the ice to melt so he could return to to do a proper diagnosis. He returned on ******** to find the washable filter inside the unit was completely stopped up. the tech was going to clean the filter but advised the Mr. **** that it was better to use throw away filters for the the betterment of the system. So Mr. **** switched and changed his own filter. On ********, mr. **** called Eric, the service mgr., to ask if the filter should be wet when he pulled them out the other day. Eric advised Mr. **** they could be due to the ice the had accumulated on the coil and that he would send the technician back out to double check.Kevin, the technician, cleared the drain line and checked the unit again. Nothing at the time mentioned to Kevin or Eric regarding water in the pan, flooding in the attic, or ceiling damage, at that time. Eric only heard from Mr. **** the one time on ************ Fti called on ******** to let us know about the leaking and requested to seak to Eric who was out of the office at the time. Eric tried to return his call when returning to the office, however was unable to reach Mr. ****. That was the last time we had contact with Mr. **** until this complaint was filed. Consumer Response /* (3000, 10, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to three people at their business and repeated the events that occurred and asked to speak with the owner or service manager in regard to documenting the issue. Every time I call (which I can show through call logs) someone tells me the owner or eric were "busy" and would call me back. I did NOT receive a call from anyone at Plunkett ever since the incident occurred. So, this entire rebuttal is a lie, or this just shows how unethical your staff is that they would withhold this kind of information from management and staff despite my multiple attempts to have the incident documented. This clearly shows the character of Kevin and all 3 other employees (2 females) that I spoke with. So now that we have the incident officially noted, is Plunkett going to cover this in the event something ever goes wrong? We still have no idea the extent of which the water damage traveled. Business Response /* (4000, 16, 2022/09/27) */ We have no record of ceiling damage which would have been notated hda the technician witnessed any. We have no pictures or any damage. We cannot blindly agree to covering costs to "unknown damage" we were not aware of to begin with. If we can inspect the damage, we can have it professionally repaired. Consumer Response /* (3000, 18, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is why I took the time to explain this entire process to you. I have the entire conversation between Kevin & myself recorded on video from my doorbell camera. I have screenshots of the dates that I called and made the questions and requests to speak with a supervisor. Your tech Kevin is a liar and is clearly unethical that he's hiding things like this from you. It is an extreme detriment to your company keeping people like that employed as the face of your business. Why would I waste all of this time and effort making up a fake accusation against your company? It makes no sense. You are more than welcome to come out and inspect the attic to ensure that no further water damage has taken place. That's all I've ever wanted and asked for since day 1. Please contact me via email or phone so we can schedule a meeting please. Business Response /* (4000, 20, 2022/09/28) */ We have no problem making any repairs to damage we have caused. Someone reach out to the customer today,*********, to schedule an inspection of the attic. We cannot move forward until we know the extent of the damage, as it may be something we ourselves can repair or we may need a subcontractor to make repairs. We have not refused, at any time, to not make repairs to any damage we may have caused. Our concern is our customers and their service experience. We want to make things right with this customer.

*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. ↩