ComplaintsforA New Phase Heating and Cooling, LLC

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Services not rendered payment received

  Customer response

  08/16/2024

  I 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I contracted A New Phase Heating and Cooling to help with electrical issues on the external of my home. I discovered this business through Yelp Projects. ****** (business owner) came out and we discussed the project and he sent me over a written quote. I have a signed contract but after paying my down payment for parts, I have not heard from the company. They mentioned for three days they were going to come out to the house to do work but no attempt was made. I have tried to contact the business every day over the past 3 weeks without a response. I have tried contacting them through text, calls, email, and yelp messaging. I feel I am being scammed and would like my money back.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May ******* I paid this business to fix my furnace he did so but did a bad job on it and many issues arose. He let me know I had a 1 year labor warranty. On January 16 I reached out to him because I am selling the home and upon inspection they noted that the furnace was incorrectly installed many parts of it. I reached out to use my warranty so he can fix the errors and sent him what the inspection report noted and he stop replying to my messages and has avoided my phone calls. He has been unprofessional in the past and has said he would fix errors if I agree to give him a good review on yelp before fixing the issues. I did not do so because I was uncomfortable writing something that has not been true and I also feel like requesting someone to do that is unprofessional and is using leverage in order to do work that they have promised to.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  ****** was supposed to install a new ac unit and a coil, he installed used equipment 2 years old with bad *************** he will not return calls or any contact.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On June 28, 2022, A New Phase Heating and Cooling, installed a new gas water heater. Recently, I had two plumbing companies out to give me estimates regarding other plumbing issues that I was currently having. Both plumbers informed me that the gas water heater with pex supply lines within the first 18 inches of the water heater is against code and could be dangerous. I have not been able to notify New Phase as there has been no reply to other plumbing issues I had. The estimates to have this repiped are between $800 - $900. The cost of the installation and new water heater was $1950.I would like New Phase to replace the pex lines up with copper pipes within *****************************************************Thank you for your help.*********************

  

  Business response

  07/19/2023

  As far as *****, this is a home warranty call that is out of my hands. Everything has to be done through the home warranty. I am unable to go to the residence without permission. Thank you so much for your help  with these matters and I do apologize for taking up anytime, ************* 
  

  Customer response

  08/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The contractor from A New Phase Heating and Cooling, responded that the mortgage insurance company, ***************************** (RWS), was responsible for resolving the issue with the installation of the water heater.  I spoke to RWS on August 3, 2023, and was told that the contractor was responsible for the improper installation.  The representative referred to the section in the contract stating this.  
  I appreciate your quick response to the original complaint.

  Thank you,

  *********************;

   

   

   
  
  Regards,
  
  *********************

  
  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********************* quoted us $1200 repair because we had a bad compressor. He said he ours was out of warranty but he could file a warranty on another unit. We would just have to wait 4-6 weeks to find out if it was warranty replaced, if they didnt, it would be $2200. We decided to wait since it was ****** After 5 weeks of no air, he came back and said we misunderstood quote and its $2200 period. So we went 5 weeks with no air for no reason. We were frustrated but in a tough spot and really needed the repair done so we agreed. He came out and did work from 530pm until 130am when we finally asked him to leave. He had told us all day he would be there and then didnt get there until 530pm. He said he would be back next am, showed up 2 days later for another long day. He told us work and repair had 1 year warranty on it. We paid him $2200, 3 days later issues returned. Leaking freon, and large amount of condensation in garage. Talked to ******, said he needed another $650 to come out because something else needed fixed. We wanted him to come out and fix his work and he ghosted us. Does not respond. We are low on Freon which is causes the leaking and he wont fix. Our air is still not working and we paid him 10 days ago. We have had to hire someone else to come and fix because its June now and we cant continue to go without air. The new repair man said because Freon is low, the coils are freezing up and thats why our air isnt keeping up with heat. That should be covered under ******* work, we paid him over $1000 for Freon 10 days ago and he didnt get it sealed so it all leaked out. But as I said, he wont respond and wont come and fix. Terrible communicator, extremely unprofessional, and has very little knowledge about what he is actually doing.

  

  Business response

  07/13/2023

  Hello ***** iPhone now was already taken care of? Each one of these jobs are completed jobs that were signed off on by the homeowner. The problem is there was a issue later on down the road with how I made several different trips out to the residence to make it right in his eyes. However, he did sign off on the total payment check and pay in full. 
  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Buyer Beware! I contracted with A new Phase Heatin and Cooling to replace three HVAC units and one hot water heater in my home. The work was to start on April 3 and take 2-3 days. The work was to be completed by ****** (owner) and his brother *****. The work was started April 5 and completed on April 13 at which time I made final payment. I called on April 23 to report difficulty in getting the heat pumps to heat the house. It took until May 3 to get someone to resolve the problem. The hot water heater quit working on May 4. ****** agreed to send someone to investigate on May 5. I made provisions for the technician to access the house but he didn't call and left when he found no one at home. ****** committed to come later that evening but never showed. I called and sent text on May 6 and still have not heard from him. He refuses to talk directly on the phone. Meanwhile my new hot water heater has been down for three days with no definitive answer as to when it when be fixed. There were a number of other issues related to this project that would preclude me from recommending A New Phase Heating and Cooling. They had a different crew every day. They left job related materials for me to dispose of. I had to have the carpets professionally cleaned after they left because they failed to keep their floor coverings intact. Not showing up until 10am and staying late, on one occasion until midnight. All in all a less than professional experience. Update: I had a certified Navien (mfg of the hot water heater) Service Specialist look at the hot water heater. He was in direct consultation with a Navien corporate tech ************** they determined the system was improperly installed. I advised A New Phase and they refuse to do anything about it. *********** will not return calls. Meanwhile I am 5 days without hot water.

  

  Business response

  06/26/2023

  Here are some photos showing the work that was completed. I do have all of the before photos as well. I gave away ***** of free work and two weeks of my time to try to make ********************* happy here is a picture of the completed payment check showing you he signed off on the work being completed. I installed Wi-Fi digital thermostat no extra charge. **** kept messing with the thermostat resetting the programs is to why he called us back out I was on vacation and sent my tech ***** to ONLY PROGRAM THE THERMOSTAT **** took it upon himself to ********************* away from the thermostat and over to the water heater nothing was wrong with this water heater I have videos and pictures on my photo running to 140 degrees  in four seconds. I refuse to pay **** any money as there was no issues until he created them. I lost so much money already as is trying to make one man happy. Even if I was to pay $3000 there will become another problem down the road. This all would of been avoided if he were of its let my tech do what he was there to do

  Customer response

  06/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  ay 30, 2023
  
  A New Phase Heating and Cooling
  Attn: ***********************************
  ************************************************************************
  
  Dear ***********
  
  We entered into an agreement on April 3, 2023 for you to install three **** units and one hot water heater at my residence located at ******************************* ************ at a cost of $24,200.  A copy of that agreement is attached as Exhibit 1.  That agreement spells out the  **** units will carry a *** manufacturers 30 year warranty on the heat exchangers and a 10 year warranty on other **** parts.  *** agreement also states the Navien hot water heater will carry a lifetime manufactures warranty on the heat exchanger and 10 years on other parts. *** agreement further states the A New Phase Heating and Cooling (hereafter ANP) will provide a one year labor warranty and a 100% satisfaction guarantee on all three **** nits and the hot water heater.  A second agreement (Exhibit 2)  was signed by both parties stating that, all work was to be done according to current building code and at a level consistent with the existing **** and plumbing. 
  
  *** work was completed and paid for in full on April 12, 2023.  I contacted you on April 23rd  to advise the heat pumps were not keeping up with the demand.  You were on vacation but said you would get the **** fixed when you returned.  I had not heard anything from you and reached out again on May 3 to see when you were going to address the heat pump issue.  You sent *****, and employee of ANP, later that day to fix the heat pump. ***** repaired the heat pump issue. During ****** visit I mentioned to him an issue with the hot water heater. ***** said he would take a look and made some adjustment during that visit that seemed to fix the problem.
  
  On May 4th I discovered I had no hot water.  *** hot water heater was registering an error code stating that there was an exhaust blockage.  I texted you on may 5th at 7:37 AM and explained the issue with the hot water heater.  I did not hear back from you and sent another text at 5:31PM.  You replied that ***** came to the house to look at the hot water heater but no one was home.  I made provisions for someone to have access to my residence but nobody called for instruction.  You said ***** called while he was here.  I checked my phone log and could not find where ***** or any other ANP employee called me.  I called you at 5:35PM that day to see what could be done to get the hot water heater on line.  You said you were working on an installation at 116th street and would try and stop by that evening or first thing the next morning.  I texted you on May 6th at 9:16AM to see when you were coming to make the repairs.  You said ***** would be out to make the repairs.  I called ***** at 12:23PM to see when he was planning on coming but got no answer.  ***** texted me at 4:55 PM and stated that he no longer worked for ANP.  I tried to contact you via phone several times on May 6th but you would not return the call. We exchanged several text that ended with a note from you saying you would try to come Sunday to address the problem.
  
  At that point I had been without hot water for three days.  I decided to contact ****** direct to see if they could be of assistance. ***y could not diagnose the problem over the phone and suggested that I contact a ************** Specialist listed on their web site.  I selected a service provider from their list and made arrangements for him to visit on the morning of May 7th.  *** service provider inspected the system and contacted ****** direct to discuss his findings.   *** factory tech rep explained that the exhaust vent was undersized given the length of the run and the number of 90 degree elbows used in the installation. *** factory installation manual clearly states on page 54 that 3 pipe was needed for this project.  You used 2pipe and at least 8 elbows (each elbow equates to 8)  to span 42 from the hot water heater and the outside wall.  *** manual limits 2 pipe to a maximum of 75 equivalent feet and no more than 6 elbows. I made you aware of their findings on May 7th at 10:11AM.
  
  I sent you a text at 5:46AM on May 8th stating that if you were not going to make the repairs I would hire someone else to make the repairs and bill you accordingly.  Your read that message at 8:12AM but did not respond. I left a phone message to you stating the same as the text at 9:04AM. You texted me back and said, I will be in touch ASAP today as I have planned. You never responded.
  
  We exchanged several text messages over the next few days with you making excuses, blaming others and using foul language but not providing any definitive answers as to when you could get the issue resolved.
  
  I contacted you via text on Sunday May 14th at 8:35AM to advise the **** on the main floor had shut down.  I did not hear from you and did a restart on the **** to get it up an operational but remained concerned as to why a brand new unit would shut down.  You never responded.
  
  I decided that I would have the city building inspector inspect the work to confirm the findings of the ************** Specialist and the Navien factory rep.  This job required a permit.  I needed the permit number in order to have an inspection done.  You said on May 11th,I will have the permit tomorrow.  I asked for the permit number again at 4:19AM on the 18th.  You read the message but did not respond.
  
  *** hot water heater was down for 15 days with no movement on your part to make the repairs.  It was becoming obvious to me that you did not want to make any repairs. At one point you said you I refuse to come out and look at the hot water heater.  You left me with no choice but to find someone to fix the problems with the hot water heater and the ****.   I contracted three licensed firms to inspect the system (hot water heater/**** units) and make estimates on what it would take to correct the problems. All three licensed contractors agreed that the 2 pipe and number of elbows employed would not work given the distance from the hot water heater to the outside wall.  While they were on the premises I had them look at the furnace installation.  All three agreed that the use of 2 vent piping on the **** units did not meet the manufactures installation specifications.  Page 37 of the *** manual states the use of 2 pipe is limited to a maximum equivalent vent length of 20 for a ******* BTU unit and 10 for a ******* BTU.  *** same 8 equivalent for each elbow used applies to the **** according to page 38 of the manual. You used 2 pipe on a run of approx. 35 and at least 8 elbows in your run from the furnace to the outside wall. It was also found that you joined the exhaust vents with a Y joint midway through the run and then to the outside through a common 2 pipe.  All three contractors stated that each furnace needed a dedicated exhaust vent and three inch pipe to meet code and manufacturers specification.
  
  *** estimates to make the repairs ranged from $3600 to $4432.  I have elected to go with the ******* Plumbing Heating & Cooling $3600 bid (Exhibit 3) which includes replacing the flexible gas line on the basement furnace with pipe and fixing the condensate line that were cut off during the hot water heater installation.  I also have the following out of pocket expense: 
  
  ******* Steamer (carpets had to be cleaned where your paper runners were compromised or ignored) $247.00
  B&W (Service call to diagnose hot water heater problem) $156.00
  ******:  (Service call to diagnose the furnace issues and confirm the problem with the hot water heater.) $215.00
  2pipe:  (Materials that I purchased at your request.Agreement states all materials and supplies are included.) $113.49
  
  *** total cost of repairs amounts to $4331.49
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  

  Customer response

  08/10/2023

  I would like to request a face to face BBB arbitration for this complaint. I believe I can prove beyond the shadow of doubt this company should not be given any sort of endorsement by the BBB. 

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