ComplaintsforPowers Heating & Air

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a 75 year old female and I have been taken advantage of by Powers Heating & Air. I paid them $12,755.00 to install a new 18 SEER variable speed Lennox system. I paid cash. I have had someone out four times from Powers since it was installed on December 2nd 2022, each time they came out matters got worse. It made noises from the beginning and still makes noises and doesn't have the variable speeds I bought. The variable speed technology has the best heat production efficiency on the market right now, which saves money in winter. I find that not to be true, because my electric bill was up $100.00 a month. My oven, dishwasher and microwave has not been working during this time. Powers has put 410A in the unit 3 of the four times they have been out. They didn't put that on all the invoices they gave me. They put a Honeywell Thermostat in, I have been told per ****** and someone at ******* ************************************* this unit needs a Lennox thermostat to Maximize the system performance. The guy at ******* also told me it was a bad installment. I have called them many times and each time They try to make me feel like I don't know what I'm talking about. They also said they didn't put any new ductwork in, they did. I've live in this house since the eighties. The Heat pump that was installed before this one was also by Powers' my late husband was living at that time. We have always had them come out twice a year to service the unit and I continued that service. We have been with them a long time. I feel I have been abused by them and they don't care. Thanks

  Business response

  02/20/2023

  ***************** has been a valued client of our firm for many years and we have been working hard to address all of her concerns.  We have responded each time she has requested and have confirmed both through the manufacturer's representative and ******* Heating & Cooling that the installation is correct and fully functional as designed.  We have documented all complaints and responses and believe that we have performed in good faith.

  Customer response

  08/23/2023

   
  Complaint: 19403776
  
  I am rejecting this response because:
  

  As I have stated I had this new unit installed on December 02 2022. I have had problems with it ever since it was installed. Just yesterday it stopped working and the sunk pump was continuously running had to **** all the water out and blow out the line. This is the second time this has happened this cooling season. This is the second unit I have had installed with Powers Heating and Air. The fist one was properly installed and lasted at least sixteen years. My husband was alive at that time. I purchased the same kind this time and have had nothing but problems with it. They did come out and look at it at least twice, each time it got worse and the variable speed didnt work properly. Keep in mind I had already had the same unit in the past. I got in touch with ******* myself to come out and they look at it on 2- 10- 2023 and **********. I called Powers because I had one more visit I had paid for. Powers told me they no longer serviced ********. Boy was that hurtful because I had paid them $12,755.00 on 12 - 2 - 2022. They did not in no way refer me to ******* I did it all and made sure my warranty would transfer over to them. The guy that come out to service it called ****** in my presence to make sure it would transfer. Im a 75 year old woman and I feel that Powers took advantage of me and then threw me under the bus. ( elderly abuse comes to my mind ) I talked to **** that always come out and serviced it whom worked for Powers and had been my service tech for many years. He could not believe they had done me that way. I feel they should not be treating people this way and lying about it, especially to older people that, their money is limited for huge expenses like this. I also feel if my husband who served in the military had still been alive, this would not have happened.

  Powers Heating and Air did not come out on this date 04/10/2023 I have all the invoices of every trip they made to this house for years. I did call comfort Shield and they said it was fraud and they would check into it. I have not heard anything back from them. Thanks.

   

  Business response

  09/07/2023

  Please review the attached documents.  Again, ******************** memory is not accurate.  As she felt our firm was not trustworthy, when she called for the ******* we advised her that since she "still did not trust us" that it would be better for all to have ******* take over her ******* as they were local and reputable.  ****** Powers spoke to their office and confirmed with email that we would transfer all certificates of warranty to them and we also paid for the balance of the ******* PM due ***************** from us to ******* at their rate.  They performed the ******* and found NO ISSUES and took over her agreement.

  One note again, the new equipment is not "identical" to the older equipment.  There have been a lot of electronic changes and the motors are now the new style government required ECM motor per DOE guidelines.  They equipment is working as designed and that was validated by the Lennox Manufacturer representative and confirmed again by the ******* Technician ****** at the May ******* inspection.

  Powers fullfilled all our obligations to ***************** and have literally spent hours trying to make her happy.  I do not believe there is anything that we could do at this point except what we did - transfer her ******* Heating and Air whom we recommended to her when she first complained in February.  

  Customer response

  09/14/2023

  Complaint: 19403776
  
  I am rejecting this response because: please see the attached document.  
  
  Sincerely,
  
  ********************;   

  Business response

  09/15/2023

  I am not sure what she is rejecting?  We have provided the copies of the *** warranty with the previous response.  *** has stated that the warranty is validated solely by the serial number of the equipment covered and the certificate number and that any Lennox Authorized Dealer can perform the work under the *** warranty.  Unfortunately I could not read very much on the attached document as it is too small and will not zoom out legibly; however, it does have a "June" date on the document from *** to *****************  Yet in her August 23, 2023 response to us she says that she has never heard back from Comfort Shield. We have provided her with the Lennox warranty documents which are transferable to any Lennox Dealer.  And, I am confused when she states that we claim to have been out to here place on 4/10/2023?  I do not see anything on that date.  I stand by my previous statements and believe that we have fulfilled our obligations under our proposal and subsequent work.  I wish her well in the future and by the way, I am a veteran myself and I do care.

  Customer response

  09/18/2023

   
  Complaint: 19403776
  
  I am rejecting this response because:
  Powers has not been truthful in their response to BBB in my opinion. ******* come out recently to get the serial number off the thermostat per Comfort Shield. If powers couldnt read the letter from comfort Shield why didnt they get in touch with them and request a copy. I paid ******* to come out and check the unit on 02-10-2023 and to make sure the warranty would transfer. Then I spoke with Powers about a visit with them that I had already paid for and they said they no longer serviced ******** and for me to get someone else. I had trouble with the pump not pumping ( new install) I called ******* on 05-19-2023 they came out and billed Powers for that service I had already paid powers for per powers. It has clogged up once since then and my son and I sucked the water out and blew out the line. It was on the weekend, I called ******* and the person on call said it would be Monday morning before he could come out. 
                                    

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

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