ComplaintsforParrain's Heating & Air Conditioning LLC

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had them replace our whole unit. Not only have they had to come out 3 times since installing the new unit. One of times was because the ** work upstairs was done horribly, where the unit busted open like a can of biscuits not even two months in and then the guy had the nerve to blame it on the other guy he was with when he installed it that day. Ok so you dont check your work? So I asked for someone Senior to come out and check the work that was done to ensure this doesnt keep happening and someone came and they were here for 2 mins, so I can sleep well knowing nothing was truly checked. I had also asked them to raise the ducts as our inspector had told us having them lay on the attic floor was not up to code, so I knew when I got a new system I wanted this done. They said they could do it and it was included. I even asked again when they were here installing it and was told yes mam we will come back and raise them in the winter but its too hot right now. Now we are told that it was NEVER included after we asked at least 3x times, 2x to the sales guy and then again to the guys installing we were assured this was apart of the deal. How do you not include bring something up to code for SAFETY REASONS. Im honestly just so disappointed and disgusted that we were lied to. Now I have to find another ac company to come check their work because there work made me uncomfortable and hang the ducts so my unit can actually be up to code. They also cracked my ceiling and its still not fixed.

  Customer response

  11/10/2023

  Our AC unit isnt even up to code with the work they did. 

  

  Business response

  11/10/2023

  Thank you for taking the time to share your concerns. We sincerely apologize for any frustration you may have experienced. After careful review of your sales invoice, we have no record of a transaction related to the hanging of pre-existing ductwork.
  
  Moreover, the ductwork depicted in the photos you provided was not installed by Parrains. On September 23rd, we successfully installed a new gas furnace, evaporator coil, and air conditioner. While we cannot take responsibility for pre-existing ductwork, we did send a technician to your home on November 8th, after 6 pm to address the issue free of charge. In response to your request, an additional quality check was conducted on November 9th, also at no cost to you.
  
  It has come to our attention that similar concerns have been raised in multiple reviews. We want to assure you that we take every customer's feedback seriously and are committed to resolving any issues. It's essential to clarify that our services included a thorough review and correction of the pre-existing duct work.
  Regarding the inquiry about hanging the ducts, As the technician was leaving your home, he was asked by **** how much it would cost to hang the ducts. The technician told him he would speak with management and they would follow up. **** was called later in the afternoon and given the price of $595 to hang all the ductwork in the attic. While we understand the importance of budget considerations, we regret that we cannot provide such a labor-intensive service for free.

  If you have further questions or if there's anything else we can do to address your concerns, please don't hesitate to reach out to us at ************. We value your feedback and are committed to ensuring your satisfaction.

  Please see the attached invoice of what your were charged for.

  Customer response

  11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I understand it wasnt in the contract but we were lied to 3 times on 3 different occasions. I want an apology for the lies, I asked 3 times if it was included and was told yes. I was out of town while the contract was being signed, which I will take accountability for my husband not making sure it was included but I was told on the phone by your guy it was included. Then again when they were here installing. Also the duct work never had issues until your guys came and were up there. I just want some accountability. Im not an unreasonable person but I dont appreciate being lied to over and over again and then treated like we are the problem. A simple call to me because I never got a call to apologize. **** is a not confrontational, so he isnt going to address concerns. No one ever called me when I was as the main contact. I mean $13,000 isnt small potatoes and yall are supposed to treat us like family, and honestly the whole time I felt other and that yall were too busy for us. Also when there are problems with a system thats less than 2 mos old for problems caused by your team I fully expect it to be rectified and you are acting like you did us a favor. At the very least you could apologize for your team lying to us. We are just hard working people that trust yalls word and got screwed. 

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

  
  

  

  Business response

  11/13/2023

  ********* Heating and Air Conditioning stands by the original responsive provided. 

*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. ↩