ComplaintsforCollier's Heating & Air Conditioning

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been asking for a correct invoice since October of 2023, and Colliers will not respond to my emails. Specifically, we had three ducts that Colliers replaced with flexible duct but that was unacceptable because it hung much lower and you couldn't walk underneath it easily. Plus one of the ducts was ran an inch away from our light bulb and blocked most of the light. Colliers took out the flexible duct but never returned the original ducts and we need a credit for these since I had to replace them with new ducts. My cost was over $200 for these three ducts. I also asked for an adjustment for the following costs that I incurred above and beyond their original quote...(1)Asbestos removal $2,898.80 -- Colliers installers claimed they couldnt touch the old ducts because they contained asbestos, but they did unhook them so we had to deal with the issue. We still do not have an answer on why they were touched in the first place.(2)New ductwork $2,860.00 New ducts had to be put in because the old asbestos covered ones had to be removed once the asbestos was disturbed.(3)Correcting the electrical box issues $3,500.00 Colliers installers double tapped some of the breakers, which is a code violation and potentially overload on the circuits. The breaker box cover was also not able to be put back on without pushing the ground wire into the live circuits. There was also another issue with this ground wire, namely it was not securely attached, just pushed up against the connection s**** Because of these issues and that the box was overloaded, a new breaker box had to be installed in order to pass inspection.

  

  Business response

  02/16/2024

  Thank you for bringing your concerns to our attention. We understand that you have been dealing with these invoicing issues, and we apologize for any inconvenience this may have caused.
  We take all complaints seriously and are committed to resolving this matter in a fair and timely manner. I went ahead and sent a new invoice out today. I would like to follow up with a phone call to make sure all of the concerns stated are resolved. I look forward to speaking with you and appreciate your patience and cooperation in this matter.

  Customer response

  02/19/2024

   I am rejecting this response because:  They said they sent out a new invoice but the only adjustment is a credit for the interest (which should never have been charged in the first place).  I did have a conversation with Colliers, and they see the entire situation differently that I do.  However, the 3 ducts that were removed have never been returned or credited on the invoice.
  
  
  

  

  Business response

  03/05/2024

  Upon receiving the customers complaint on BBB. We reached out through phone and email. Customer had initially accepted the price change through email conversation. To confirm we sent him the edited/updated invoice for his confirmation and he has yet to respond. We have been awaiting a response regarding the new invoice for almost a week now. 

  Customer response

  03/06/2024

   I am rejecting this response because:
  
  I think it is odd for someone to say they have been waiting for almost a week for a response (which actually was just 2-3 business days as of Tuesday morning) when they wouldnt respond to my numerous emails for several months.  In any case, Colliers did adjust for the ductwork that they removed, but so far have not addressed the problems they caused with the asbestos and electrical box.  I have already paid more than what was originally quoted, so there shouldn't be any outstanding balance.  On our phone conversation, Colliers felt that they are not responsible for these issues, but never gave any specific reasons why they wouldn't be responsible.  Colliers did definitely disturb the asbestos and they definitely caused our electrical panel to be overloaded.  Both these issues resulted in additional costs to correct.   According to the Consumer ************************* guidelines, disturbing asbestos could cause health hazards in our home.  From the CPSC.gov asbestos safety guide, the asbestos became a problem once it had been disturbed:
  "THE BEST THING TO DO WITH ASBESTOS MATERIAL IN GOOD CONDITION IS TO LEAVE IT ALONE! Disturbing it may create a health hazard where none existed before."
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a ********** ducted mini-split heat pump system installed in my home December 23,2021 by Colliers, since the installation Ive had ongoing issues with its operation.. Colliers has been back to my house atleast 5 times to work on it, to which they inform me there isnt anything wrong with the syestem again the A/C hasnt worked for the last 2 weeks

  Customer response

  08/22/2023

  Yes, ************* system is under warranty for 12 years from the date of installation 

  

  Business response

  09/07/2023

  Colliers quoted a 2-head ********** mini split for ************** on the 7th of June 2021. The system was installed the 15th of December 2021. 
  
  On July 7th, 2022 a new controller was replaced in the system.  
  
  On the 15th of September 2022 a call for annual maintenance was scheduled. At that time a dented access door that has nothing to do with operation was replaced. The report from that call indicates the system was cleaned and tested. The testing showed the equipment was operating as it should be. 
  
  On the 7th of July, 2023 we received a form submission from our website from ************** stating his ********** mini split was not working well. 
  
  On the 11th of July a call was made to the customer to schedule an appointment at which time the customer stated that the unit had not worked since it was installed. 
  
  On the 12th of July a technician was dispatched to the customers home in the morning. ************** states that the equipment ran for a period of one hour without incident and was not experiencing any duct loss of temperature at that time. The only suspected issues were the need for additional insulation on the ductwork and the suggestion to the customer to increase the attic insulation. 
  
  On the 8th of August 2023, another call had been schedule to have a technician check the system. This call was also cancelled by the customer.
  
  On the 20th of August 2023, we received another form submission stating the unity was still not fixed.
  
  On the 30th of August 2023, a technician was sent out to double the amount of insulation on the ductwork. 
  
  Colliers feels like we have responded to every communication with a willingness to service his equipment, check for problems, and find solutions within our ability to improve performance. We have every intention of working with him if he experiences further problems with his equipment.
  

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a duct-less heating and cooling system from Colliers 3 years ago. They installed 3 ********** units in our downstairs that worked very well. **** & the techs that came out and installed unit were great. Then decided to get units for upstairs are well. The install was great & things worked fine. 1 year ago, we noticed that the thermostat was reading the temp in the attic so was over heating/cooling the area. I called to replace ********* came out. He said they would order a new thermostat. I called sometimes to ask & ***** told me it was on hold & she would let me know when it came in. We never got it. In Oct, we lost power and the unit upstairs went out. When I called, I mentioned the thermostat we never got. She told me "It was never ordered. We fired that guy." Never mentioned that the whole year I had been calling. Someone came out to look @ our unit & said it was 1 of 3 ************ would come back to fix it once they got the parts. They never came back until November 16. They only had 2 parts& they didnt work. They said they are still waiting on the 3rd part to come in. That part did not then "come in" until Dec 20. They then came out on the 21st and that part still did not fix our issue. At this time it was a feel of -30 outside and we were without heat. **** (Tech) was kind in hearing our concerns (***** calling us, me having to call everyday to get some communication from them). He called the 22nd & said he could come replace the thermostat and that should fix it. He did come but it DIDNT fix the issue. Still without heat. Colliers then said the part "needed to fix it" would not be in until the end of Feb. We have been w.o heat all winter. When calling back, ***** said there is nothing he can do & told us we had to wait or call the Mitubushi themselves as "his hands are tied." The only communication we got was me calling everyday & we are still without heat, have 3 young kids, & paid ****** for units that do not work.

  Customer response

  12/29/2022

  Hi! I just called to try to get copy of the paper warranty.  ***** said that is something that she does not have access to, but she said she could give me dates on when the warranty expires.  She stated that LABOR expired 4/29/21 and the parts portion of the warranty will expire 4/29/2032.  

  

  Business response

  01/12/2023

  We have been waiting for parts from the supplier of this product. Since we were unable to procure repair parts in a timely manner, the manufacturer provided us a replacement unit The outdoor unit was replaced on 1/12/23.  This complaint has been settled to the best of our ability.  

  Customer response

  01/17/2023

   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. I appreciate that they were able to finally install a new unit for us, especially with it being winter time!

  
  

  Thank you.

*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. ↩