ComplaintsforOfficial Heating & Cooling

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a furnace and air conditioner, unit back in 2012. On my contract it stated that I had a ***************************************************************************************** my warranty is null and void and they will not honor the warranty under the previous name of the company.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Offical representatives came to our home and installed a new Carrier Air Conditioner. In the process they removed our Humidifier from the furnace and reinstalled it in a new location. Three days later it fell off the furnace and broke. After several attempts Manager ***************** sent a technician that could barely speak English was to fix the damage that had been caused by the installers. He told us the humidifier was broken and the fan was bent in a way that he could not fix. He said he would report that to his manager, After not hearing anything for over a week I called and left several messages for **** to tell me how they were going to fix the Humidifier. I finally called him a actually was able to speak to him. He told me that he would install a humidifier when he found one like the one they boke when they replace a furnace with that type of Humidifier, I told him that was not acceptable. He might not ever find one in that manner and that new ones were available. After he told me that again on another call it was obvious that he had no intention of making this right so I contacted my Attorney, The Attorney sent **** a letter and **** responded by saying he hadn't come across a Humidifier like ours anywhere yet. Then the Attorney wrote back saying that is not acceptable and the work should be completed with ten days. There has been no response to that letter. There is no intent to make this right and we are headed to the winter season when the Humidifier is needed.

  Business response

  09/14/2022

  **** was very responsive to this customer and right off the bat told him that when we can find a equal humidifier we will come back, in the heating season, to replace. The customer never said this was unacceptable and even said "great, let me know when you find one and want to come back" (all noted on his ticket after the conversation) When we install a humidifier we have to test it and to do so the weather needs to be as is in colder months, we also don't want to heat up his home by running the furnace in the summer and yes, we do need to start up the furnace...all this is hence the reason we wanted to do so in the heating season. Now to be very clear, we are replacing with a new humidifier, no cost to the customer, when his humidifier that fell off was in poor condition and it had lots of sediment build up which is a sign of lack of maintenance and/or possibly an aged unit.  Humidifiers are made of plastic, they are installed on furnaces which get hot and this in turn makes plastic brittle.  We secured it but it did indeed fall off and though this could be due to its condition, we agreed, no questions asked, to replace it, not many companies would do this.  This customer clearly said in his complaint that he spoke to ****************** said he would replace when able and yet the customer said "it was obvious that he had no intention of making this right" That makes no sense. We stand by our word hence our A+ rating.  We still have every intention of replacing when the heating season is upon us.  Now, on another note, we are proudly an EQUAL OPPORTUNITY EMPLOYER and resent the comment that the technician could barely speak English. Our technicians may have an accent but they can certainly communicate and if there is an issue, they can call the office and we can speak for them.  The way this customer worded that sentence insinuated racial insinuations which is not okay.  The customer will be contacted as promised, in the cooler months, to replace the humidifier.

  Customer response

  09/22/2022

   
  Complaint: 18020219
  
  I am rejecting this response because:
  

  I received an email from the BBB today telling me that the compliant 

  has been closed because I did not receive a notice from you to respond to.  I called to find out what notice you were talking about. The agent that received the call suggested that I check my junk mail

  for 9/14, which I did and I found the response to my complaint from 

  ******************

  
  

  I am writing to say that I do not accept or agree with his response and am offended by his defensive position taken to my comment that the 

  worker he sent to my house could barely speak English. Obviously, the 

  only reason for me to mention that is that we could not discuss the issue at hand due to the language barrier.

  
  

  The last attempt to have **** repair or replace my humidifier that

  his workers broke when installing the new Air Condtioner I purchased from his company was made by Atty. *************************** of the ********** & Moscardini, LLP law firm.

  
  

  She told **** that he needed to replace the humidifier within in

  20 days and that was ignored. The reason was, he may or may not find a humidifier that works with my furnace by taking one off of a furnace  that, he is replacing with a new furnace. Even if he could find one, what shape would it be in. My humidifier was working with no problem  until, his worker removed it and reinsta[led it improperly causing it to fall off and break the fan. All I want is my furnace and 

  humidifier to be in the condition it was in before they did what they did.

  
  

  I do think anyone considering Official should be aware of ***** lack of intent to make this right.

  
  

  **************, ******

  ************

  
  

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

  Business response

  09/23/2022

  The owner of Official DID respond to the customer.  He clearly told him that would replace the humidifier before the winter months. He did NOT ignore him.  He did not respond to the letter from customer lawyer as he did not need to, he already had the conversation with the customer.  The facts are ****************************** said they would replace it before winter, period.  What more could you possible ask for?

*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. ↩