ComplaintsforFahnestock Plumbing, HVAC & Electric

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Built a house last year and Fahnestock Put in the heating and air. The copper pipes kept freezing up when we ran the A. C.. we keep it at nought 62° Fahnestock couldn't find the problem And told my wife and I that the climate outside+ how cold we keep it was the problem. I had my ac guy come out and he found that the airflow where the airfilter was was disrupted do to instillation. Fahnestock insist that it's ok but yet cannot find out why it keeps freezing up. Now that I presented the problem and for them to fix it... they said they won't. My AC guy said it is not a true airflow. Not looking to be compensated for time off of work to have them look at it many times. Just needing them to own up to their problem the created and fix it. They said they won't unless I paid for it. It was under warranty until may 26. Now that it's not, they want me to pay for the bad instillation.

  

  Business response

  06/21/2024

  The homeowner is trying continually run his system outside of the design specs set by the manufacturer. This only creates a problem when he runs the AC extremely cold when the outdoor temps are low (below 65 degrees outdoor temps is where the system can't handle it for long periods of time). The standard that HVAC has been designed with until the last (roughly) year, for the new models coming out due to a refrigeration change made by the EPA Is ASHRAE Standard 1995 (This is NOT a year, or a reference to a year, it IS the Standard Number.  
  The "A" Test - This test is performed at full rated airflow adjusted per matchup; The test is with a 95-degree outdoor ambient at a 75-degree wet bulb, and an indoor temperature of 80 degrees with a 67-degree wet bulb. During this test, the equipment MUST perform within 10% of its rated nominal capacity. The "B" Test-This test is the nominal ratings test (This is where they determine what "tonnage" The system is capable of) This test is performed with an 82-degree outdoor ambient with a 65-degree wet bulb, Indoor conditions are again 80/67

  He mentioned that he is trying to keep his temps set 62 during the night and leaves the temp at a much higher set point during the day (68-70) when they get settled in for the evening, he drops the thermostat to the above mentioned 62. This creates a very long run time on continual cooling (generally 1.5 degrees of drop per hour depending on outdoor temperature) the extended run times into the early mornings is what is causing the unit tom freeze when outdoor temps are 65ish or lower. There might be a chance of the system not freezing if the homeowner would pick set point even if it is 62 degrees because the system will not have the long run times when the outdoor temps are low. Mind you we do not have this problem in the heat of the summer when the temps remain higher through the night. He mentions something about true air flow but if his guy would have done the calculations of the filer size even though the top two inches of the filter is not used, he would have seen the remaining filter used is capable of moving 3600 CFM of air and his system maxed running at full capacity is only capable of making 2000 CFM, so this is more than adequate and is not creating this problem. It is unfortunate that we cannot come to resolution without it coming to this, but we simply cannot continue to chase a problem that doesn't exist. This wastes valuable time that keeps us from taking care of customers that truly have a problem.

   

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/11/2024 they came and installed a new AC unit they left two ducts unhooked and refuse to come fix it. instead they want us to pay for all new ducts. most of our cold air is being blown into our crawlspace because of this

  

  Business response

  06/19/2024

  The duct work problems were discussed with the customer the morning of the install before any work began. The didn't want to address this problem if it was going to add to the price of the job because they were spending all of the money that financing qualified them for. After the job was finished, they called and said the system was cooling the house correctly. This was because of the duct work problems. Again, we told them there would be an extra charge for this to be fixed and they the filed this complaint. Against our better judgment we have fixed their duct work at no cost to them because the temperatures were supposed to get close 100 and we didn't want the customer to be in a harmful environment. Fahnestock did nothing wrong in this situation.

• Initial Complaint

  01/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a roofer inspecting my roof in November, he alerted me that there was a 'hole in my roof' and he believed it to be a plumbing pipe that had fallen through. I called Fahnestock to come out to repair/replace the pipe. Their service man came out on 11-14-2022, they looked at the pipe and determined that it was a radon mitigation pipe and said that they could not fix the problem. I then called another business and that person came out to simply place the pipe back through the hole and re-secure it. My issue is that they charged me for a service fee and a diagnostic fee. I didn't need a diagnosis-we knew that a pipe needed to be put back into place. I had no problem paying a service fee for their time to drive to my house, but to charge me a fee to tell me that it's not a pipe that they can fix is bad business. I called and tried to talk to the person in finance but she just kept saying 'I'm sorry but that is our policy'.

  

  Business response

  02/20/2023

  Business Response /* (***0, 5, 2023/01/23) */ our service plumber arrived at the house to find that the pipe that had fallen through the roof was radon pipe. We are not licensed to work on radon systems so we suggested that she call a Radon company. We charged the customer our standard mobilization fee of $** which she new ahead of time and we charged our standard diagnostic fee of $** for figuring out that it was a radon pipe the needed to be fixed. Out Tech spent time on her roof figuring this out there for needed to charge for his time. The diagnostic fee was cheaper that the standard one hour minimum of $*** and he was trying to be fair a charge the lesser amount. Consumer Response /* (3000, 7, 2023/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not believe that the repair person went on to the roof as stated by Fahnestock. Again, a diagnosis fee still seems absurd when there was already 'a diagnosis'. Business Response /* (4000, 9, 2023/02/01) */ The diagnosis was not preformed by us. it was preformed by a roofer. We had to diagnose the problem to find out it was a Radon pipe. That is why we charged a diagnostic fee.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Fahnestock placed a brand new hvac unit in my home in the summer almost 3 years ago. Once we had the unit installed just a few months later the unit stopped working. The times they have been out for what we now know as the same issue was on 7/15 7/23 and 9/3 same year as installed and again now this year. This issue is with a pipe in our crawl space. When we got the new unit we paid almost ******* to have everything brought to code and working properly, we had someone out to look at our home in advance and price/quote all that would be needed/fixed. Once the unit failed a few months later they determined it was due to a pipe and were advised the pipe looked great it was one small section and they would take care of it. Now that we are out of warrenty we are being told the whole pipe is bad which is why our AC is not working and needs replaced for almost *****. When I called and spoke to a manager I asked for them to work with me since I have in writing that the pipe should have been replaced when we got a new unit but due to their mistake and shotty work/inspection this was not done or told was needed at time of inspection or during the time they came back out the first few times to fix the issue. He was nothing but **** saying things like I already gave you a deal. Using words like "sweetheart" while raising his voice. 1. Although I might be a women i do not appreciate being mansplained and using words that you would absolutely not use when speaking to a man about a buissness issue. 2. When I advised him I would be giving reviews and bringing attention to my issue he also advised me he would make a fool out of me on my review. This is a manager yall!!! He said he is one step below the owner??? 3. When i asked him about how would i know if the pipe was bad if i was not educated in hvac he proceeded to tell me that you dont have to go to school for it. YOU ABSOLUTELY HAVE TO GO TO SCHOOL. My biggest problem is that he told me i have worked in this industry for 20

  

  Business response

  10/03/2022

  Consumer Response /* (2000, 7, 2022/09/07) */ Scott ********** reached out directly and made things right on behalf of the company. He worked with me to ensure my air was up and running, apologized on behalf of his employees and offered a solution of only paying cost of materials for repair.

*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. ↩