ComplaintsforTE Certified, Electrical, Plumbing, Heating & Cooling

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I saw that TE Certified Technicians had A+ with the BBB (Better Business Bureau and because of that I hired them. I think that TE Certified Technician should be downgraded because of what happened to me and do not deserve an A+ Rating. I have outlined the reasons why below. I got a contract with TE Certified in early 2020, to install 3 HVAC systems in my home; one for each floor. One of the 3 systems works properly; the other two never have worked correctly. Despite repeated calls and emails to TE and visits by them, only some of the issues were worked on and resolved. However most issues were not resolved or even worked on and other were made worse by attempting repair or trying to get out of what actually needs to be done to make my systems work properly. I have still have an active labor warranty with TE Certified. Over the past 3 years and much effort and arguing with TE, in January of 2023 I contacted another company so I could have HVAC working on all floors of my house. I have already spent $32,920 and am about to spend an estimated $8,319.41 for labor, to have problems corrected which are due to TEs improper installation and failure to correct problems prior to and after initial installation. I want to be reimbursed for the labor expenses Ive incurred and am about to incur to have my HVAC systems properly installed. I want another company to do this because at this point I do not trust TE Certified. I should not have pay for the poor work and lack of follow through caused by the actions and inactions of TE Certified Technicians. I also should not have to pay the extra energy expenses for my systems not working correctly which caused my energy bills to sky rocket. I really hope you can help me otherwise at this point I will be seeking legal help from a personal injury attorney.

  

  Business response

  09/08/2023

  Hello, we are very familiar with this customer. We have scheduled 48 service calls for this customer. 42 of those times have been for no charge. We have addressed dozens of issues, questions, and concerns. Most of these items were unrelated to our work and directly related to the customers change in scope and remodeling of the house after our installation. We have recorded 115 phone calls from this customer to our office with hours of conversations,requests, complaints, and questions. We have received hundreds of texts messages and calls on our employees personal phones. Our original quote was redone 7 times at the customers request and our crews were cancelled multiple times before any work was done. We have changed dirty filters, moved ductwork,fixed the customers handywork, installed grills, performed quality checks, come out to the home during the holiday to unfreeze lines, and made multiple concessions for this customer in our quest to satisfy this customer. We are unwavering in our support of this customer and want the customer to be satisfied.We are happy to help with any reasonable request. Our workmanship is 100%guaranteed and our equipment carries a 10-year manufacturer warranty. We are available to service equipment 6 days a week and answer the phone 24/7.  If the customer has any issue with the quality of our work, we will fix it for free immediately. The customer has our managers direct number and can schedule a quality visit at any point. However, we will not cover additional work outside the scope of our original agreement, work done by 3rd parties, changes to the home after our installation, or damage caused by others. Thank you.  

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $700 for nothing. I hired this company before and was very happy Not this time. My ** on my upper level went out and I called to discuss and went over what was going on with my ** in detail. They were able to get someone out to me the next day. Discovered I had a leak. The part needed is on back order so as a temporary fix I was told by the technician (and the previous day over the phone twice) that putting refrigerant in the system would have my ** up and running for a atleast a couple of weeks until we could get it repaired. I paid $700 for the refrigerant. Less than 24 hours later the ** stopped working again. I reached out to the company to discuss only to be told theres no warranty on refrigerant. I explained what the technician had told me and that I wouldve never paid $700 if I wouldve known that there was a possibility that it would leak out in less than 24 hours. I was told by their employee that it would last at least two weeks. (I have cameras in my home and have this conversation on video) I was then told again that there was no warranty on refrigerant. I expressed my unhappiness (I have three units on three levels of my home- the other two units work great. I wasnt desperate for cool air plus there are portable ** units that work well as temporary fixes that cost around $200 that I could have purchased from Lowes. I would have never paid $700 for essentially nothing- when there are cheaper guaranteed options.) I feel that this was a dishonest way to do business. And I expressed my unhappiness and how I was feeling only to be told that the technician is an honest stand up hard working guy. I dont know him personally and wont discredit this- however what he told me wasnt the truth. Period. I asked for a partial refund as a compromise to remedy the situation and was ignored. I am not happy with their services or how they chose to rectify my unhappiness and their technicians lack of transparency. As the expert I relied on their advice.

  

  Business response

  09/01/2022

  Yes, we came to the home and found the system had a leak and needed a new coil. We recommended a full system replacement or at least a repair. The customer said they did not want us to do the repair yet, they just wanted us to add refrigerant to get the system. We advised the customer multiple times verbally and in writing that refrigerant is very expensive and we could not guarantee that adding new refrigerant to the system would work. The customer said they wanted to try adding refrigerant because the house was hot and they could not wait. We added refrigerant and the system did start working. Unfortunately, the refrigerant leaked out over the next 24 hours and the system died again. The customer reach back out to our office and we offered a full credit of the previous visit towards the cost of the permanent solution. We are happy to provide a full refund towards the repair of the existing system or installation of a new system. 

  Customer response

  09/06/2022

  The business is telling a blatant lie. If you have to lie to prove a point then you know youre in the wrong. Please have them produce the written communication advising me on this. My house isnt hot. I have three units. Only one wasnt working. Never once did they tell me prior to adding the refrigerant that it would not work. I knew it was a temporary fix until the part ti fix it came in. Never once did they say there was a possibility that this would only work for 24 hours. I would like a refund or partial refund. 

  

  Business response

  09/09/2022

  Hello, we are happy to provide a full credit of the refrigerant and the associated service expenses towards the repair or replacement of the system. We have communicated this to the customer directly multiple times since the initial visit. 

  Customer response

  09/09/2022

   
  Complaint: 17681624
  
  I am rejecting this response because: I no longer wish to do business with them due to their dishonest business and response. 
  
  Sincerely,
  
  ***************************

  

  Business response

  09/20/2022

  OK, we understand. If you change your mind, our offer for a full credit towards the repair is still good. 

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