ComplaintsforSignature Heating & Air, LLC

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This unit was purchased and paid for in 2019. The company did not install the correct size unit for my home, even though I was charged for the larger unit and informed that was what was being installed. I had to have another HVAC company come out for an inspection after the unit wasn’t properly heating and cooling and Signature continued to tell me that there were no issues. This is what they uncovered: -The return isnt sized correctly for the size unit that is installed -The indoor txv is out of adjustment -The unit should have been a 2.5 ton instead of a 2ton system -Outdoor unit needs to have ******** insulation on copper lines -Found some insulation blocking the evaporator coil The stuff that should have been done on install in 2019: -There was never a Permit for inspection -Drain line is running up, needs a vent added to it for water to drain also on evaporated coil on back side of pan missing drain plugs so water is draining inside cabinet instead out the drain -Unit should be hanging on unistrut and all thread -The outdoor unit thermostat need UV protection I have reached out to signature heating and air 11 times allowing them time to fix their mistakes and make this right, they have failed to resolve the issue nor return my phone calls. The co owner came out on one occasion and stated that the technician working in the install was fired fairly after due to faulty work.

  Business response

  08/26/2022

  This complaint is completely resolved with our company installing a new hvac system 

  Please close out complaint 

  any questions please call 8597077457

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Signature Heating and Air was contacted by ***** ******** to repair a ******** Media "mini-split heater/air unit that she purchased from them and they installed on 2/14/2020. They first came to my home 12/09/21 and were paid $84 for service call and diagnosis. on 1/14/22 they stated they disassembled the unit, removed freon, cut out reversing valve and compressor, installed new comprssor and reversing valve -under warranty, assembled unit, vacuumed lineset, added 2.15 pounds of R410A, started and cycled system for which they were paid $895.44 on that day. They did not return to the ******** home after that. On 1/15/22 they were notified that the heater was not working. They related that they needed to order new parts and were having to wait for delivery. On 2/02/22 a dispute was filed by ***** ******** with **** Bank ** for amt paid on 1/14/22 of $895.44 due to work not being completed. on 2/10/22 Signature Heating and Air contacted Ms ******** and made an appointment for 2/14/22 to complete the work, but on the same day of 2/10 they cancelled that appointment even though it was offered to cancel the dispute if the work was done. Signature H & A refused to complete the work, but did promise by email to return all charges. see attached. On 2/24/22 they have not completed the agreed work or to refund the charges to **** Bank or ***** ********. They are not responding to further contact. The lack of heat during the cold weather could have caused a health issue, and I feel that two months for a heating issue in the winter season is excessive, and that they did not attempt to stay in contact with me or reassure me, and have not followed through with their obligation or promise to correct the issue or provide a timely refund. I have documentation that I can upload or mail. MY order # with Signature H & A is XXXX-X

  Business response

  03/08/2022

  Business Response /* (1000, 5, 2022/02/28) */ Contact Name and Title: ***** **** - Office Mgr. Contact Phone: 859-544-6066 Contact Email: [email protected] We received a service call request from the client on 01/14/2022 to service her HVAC unit. Parts needed to be ordered and with her specific unit these parts were out of stock. Parts were coming from out of state. Client was aware of the long lead time due to supply-chain shortages nationwide but went ahead with the order. Client called us on 2/2/2022 to inquire about the part delivery - which still had not arrived. Was dissatisfied with the length of time it was taking to get the parts in. Parts were finally delivered to our supply house on 2/08/2022. Called same day to make appointment with client - no answer. Client called back on 02/10/2022 to schedule installation of parts. Immediately preceding our call to schedule with the client, she disputed the original charge for service diagnostic fee and part order of $979.44. When we received notification of the dispute, we contacted the client to figure out what was wrong. We decided to refund the client in full and cancel the appointment due to the dispute and cease business with the client moving forward to avoid similar situations in the future with the same client. Due to the dispute, the funds were held by both financial institutions until it had been processed. Even though we submitted comments stating that we were not going to submit any counter evidence for the dispute in our favor - ultimately the dispute was ruled in our favor. After multiple attempts to refund the original $979.44 to the client, our support desk informed us that we must render a check or cash refund due to the invoice being originally flagged as a disputed project. A check was written on 02/28/2022 and the client received the check in-person the same day, signing stating that she picked up the check for $979.44. Check# ***** Client has been refunded in full. All phone calls were answered and/or any voicemails received were met with a returned call from our office manager. The claim that we were "not responding" to the client are unsubstantiated. The client has stated that she herself "cannot receive voicemails" due to her "poor cell service" and multiple phone conversations were disconnected due dropped reception. We pride ourselves on our customer service and the quality of our products. We were very disappointed with the length of time the client's parts took to arrive and were truly disheartened to receive notice of her payment dispute and this BBB complaint even though we have taken every step possible to ensure that she received nothing less than our best service. Consumer Response /* (2000, 7, 2022/03/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I accept the fact that they returned the amount paid to them, but I do not accept the way that the issue of my problem of a broken heater was handled. It is important that the first time they were contacted regarding this issue was Dec. 3, 2021, and it was not resolved until Feb. 28, 2022 - which is 87 days later or 12.5 weeks, during the winter season. They have misrepresented this situation by indicating that the first contact was Jan. 14, 2022 - which is 42 days after the FACTUAL circumstances, and indicates their lack of honesty in their dealings in the matter. They were actually even paid the service call fee of $84 for this issue on Dec. 9, 2021 and not refunded/resolved until Feb. 28, 2022 -which Proves it was 11.5 weeks in issue and unsatisfactorly resolved. the entire paid fee for the repair work was made on Jan. 14, 2022 - which was a month and a half after the original contact and a promise was made of quick resolution. A dispute was not made until Feb. 2, 2022, which was two months after the original notification of the problem to Signature H & A, and nearly 3 weeks after final payment. Refund of the payment was not made until Feb. 28, 2022 , or four weeks later, for a total of 81 days of delay (3 months) from payment of service/diagnostic call to refund. Even with the ordering of parts, this is an excessive time to keep the customer at this disadvantage. And the lack of Signature Heating and Air in accepting responsibility of arriving at a satisfactory solution for the customer is sad, and other customers should be warned. And even at the end, they left the customer without a finished resolution to the situation.

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