ComplaintsforNew England Ductless, Inc.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got our mini split system installed over 2 years ago and has never consistently worked. Techs have been out over 10 times and the communication between techs has been horrible. We had a pump fail and then the system failed to turn off like it should have causing a leak and when they came out to replace they said that shouldnt happen again. A year later it happened again only this time we were out of town and the system flooded my sons and daughters room. Resulting in us having to move out while they tore up the two rooms floors and drywall to dry out and to fix all the damage. Then we told them we wanted the pump out. The told us we could do a drain that would go out the front of the house and only be visible a couple inches. That is not what they did they ran a pvc pipe down almost the entire length of our house and our siding is still damaged from it. They also had the pipe draining directly into our foundation. We called multiple times to get fixed correctly the way they promised initially but they never returned our calls or reached out again. The construction company needed it done before putting down new floors and walls so we were forced to call another company to do the work. Once again the system has a leak and NE ductless is refusing to do the work since another company had to fix the drain after they wouldnt return our call. All we want is a functioning system that doesnt leak and our siding to be fixed from the damage your worker caused

  

  Business response

  04/09/2024

  Customer violated their contract with us by having another company work on their system. We have sent the customer a written explanation of why we will not be working with them.

  Customer response

  04/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  We reached out multiple times to the business to resolve the issue.  We were told someone would reach out to us and no one ever did. Leaving us no option but to get the work done from another company. We gave New England ductless the chance to fix it it and their inaction is what made us have to get another company If they would have contacted us like they said they would we wouldnt of needed to seek out another company. Their lack of communication shouldnt be the reason our warranty is voided  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  04/10/2024

  This customer is no longer serviceable by our company. They have violated their contract and we have no legal or contractual obligation to continue our work with them.

  Customer response

  04/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Again we tried to work with your company first. We reached out multiple times. Your company failed to respond. Your failure to respond is why another company had to come out. You had months to get back to us. Your company never did. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/18/23 we had *********************** (same as New England Ductless) go to one of our rental apartments at ************************************************************** to repair a claw foot tub drain leak that they repaired earlier on 4/28/21 (************ was the plumber in 2021). Since this was a repeat leak, we asked them to fix the leak and then provide the cost of replacing the drain if that was a more secure solution. The plumber they sent told us she would NOT fix the leak, saying "due to repairs already made on waste and overflow drain, BSP will not attempt to repair drain." She then provided a quote for replacing the pipe of $1745.23 plus tax, not including the cost of the pipe (note this is about 8 TIMES what the market price should be). So no work was done and the leak remained. She then asked the tenant if there were other plumbing issues, without our permission, and provided quotes for those (which we did not ask for). We did ask them to look at a shower in Apt 1 since they were already in the building, to see if they could fix it that same day. But instead of performing a repair, they said they would provide a quote (which we NEVER received). After all that, they did NO work, the leak remained in Apt. 2, and I received a bill for $349.08 which included a $159 dispatch fee (to come and do NO work), plus a $190.08 Level 1 Diagnostic fee to quote the price of future work. I was NEVER told by them that 1) a plumber could refuse to do the work that their very own plumber did previously, 2) I would be charged a dispatch fee when no work was done, and 3) I would be charged a diagnostic fee for cost estimates that only needed to be done because of #1 (their refusal to do the work in the first place!). I tried to reach ***** (dispatcher: ************) many times but learned on 9/1 she has been on medical leave for weeks. The rep said I needed to speak with her manager, but that person never answers my calls. I refuse to pay this invoice but they won't reverse it.

  

  Business response

  09/06/2023

  Dear **********************, 
  
  I hope this message finds you well. We appreciate your interest in our products/services and the opportunity to provide you with the information you requested. At **************** we pride ourselves on transparency and providing our customers with clear and straightforward pricing options.
  
  We understand that pricing can be a critical factor when making a decision, and that's why we make it a priority to provide our customers with pricing information upfront. Our goal is to ensure that you have all the necessary information to make an informed choice that aligns with your needs and budget.
  
  As you may recall, our plumber recently shared with you 7 solutions to suit your specific requirements. Each option was carefully designed to cater to different needs and preferences. Our commitment to providing these options is rooted in our dedication to meeting the diverse needs of our valued customers. The previous work referred to was done over 2 years ago and unfortunately, was no longer covered under our standard 1 year repair warranty.
  
  It's important to note that, at *************** / New England Ductless the price we provide is the price you can rely on. We believe in transparency and honesty when it comes to our pricing structure, and there are no hidden fees or unexpected surprises. We want you to have full confidence in your decision to partner with us. Someone from our office will reach out to you soon to see if there is anything further we can do to assist you. 

  Thank you!

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a heat pump installed by New England Ductless (***). I told them before installation that I keep my house at 62 or below to keep my heating bills low, to reduce greenhouse gas emissions, and for comfortbecause I exercise in my house. They told me that they could achieve that temperature. Upon installation, my system immediately heated my home to over 70 degrees, even though I set the system at 62. So, I turned the setting down to the lowest possible one for the ** unit, which is 60 degrees. It did not make a differencethe system overheats my home by an average of 10 DEGREES!*** could not figure out the fix, would not replace the equipment, and told me that they would charge me exorbitant fees if I asked them to come out again.I asked several experts why my system overheats to such an extreme degree. Each told me that *** oversized my system. *** never did its homework to properly size the system as promised. They did not perform the standard Manual J test before installation and did not ask me for my heating oil use. The Manual J calculation is a formula that identifies the **** capacity of a building. It describes the size of equipment needed to heat and cool a buildingThe purpose of the Manual J calculation is to determine the size of an **** unit that the installer needs to properly service a building without using excessive energy. Now *** has the galls to tell me that they will not replace my system with one that works properly, but they would install a patch that might work--and charge me $941.67 for it!I am tired of being uncomfortably hot in my house in the winter.I am tired of paying for heat that I do not want or need. I am tired of contributing more to climate change than I want.I am tired of having to heat my home to 70 degrees in the winter when I go on vacation.I want to be able to have my home be in the 60sjust like everybody else can do.

  Customer response

  04/20/2023

  I have not heard from New England Ductless in response to my complaint.

  My heat pump system is still overheating my house by 10 degrees--making me uncomfortable, running up my bill and contributing unnecessarily to climate change.

  

  Business response

  04/21/2023

  Ive taken the time to review the estimates given, job notes and correspondence regarding this installation. It seems we offered multiple options at the start because you initially indicated that this would replace your entire heating system. After pricing was given, the homeowner opted to go with a smaller system that would not fulfill the entire homes heating &cooling needs. This was clearly stated before any work was performed. The homeowner accepted and allowed us to perform the work.
  
  With that being said, AC systems are not designed to bring a house down to 62 degrees or less, especially when the homeowner has opted for this NOT to be a whole home comfort solution. As previously stated, we have quoted installation of a thermostat that would potentially allow better control of the system even when the system is being used in these unorthodox, nonstandard ways it's currently being used.
  
  We would love to come to a resolution that leaves everyone feeling comfortable, however weve spent multiple visits and countless hours returning to your home to adjust a system that could have simply been controlled through the off/on features. We are bending over backwards to find a common ground, however it seems you may have unrealistic expectations of the capabilities of **************** systems.

  Customer response

  04/24/2023

  NEDs response to my complaint is bizarre and has nothing to do with the problem that I experience or the one that I stated in my complaint.
  

  Here is what their response gets wrong.

       I do not experience a problem with under-heating or under-cooling. Just the opposite. *** installed a system that OVERHEATS MY HOME BY TEN DEGREES!!! I set my system at the lowest setting possible in the heating season60 degrees. But the system heats my home to an average of 70 degreesand goes as high as 72 degrees.  I want my home to be in the ***** range in the winter, for comfort (I exercise in my home), to reduce my carbon footprint, and to reduce my heating bills.
  

       *** did not give me options about system size. I simply accepted their recommendation.

       In their response, *** says that I complain about the *** I never complained about the ***** I could not care less about the AC!
  

  I would like *** to fix my system so that it stops overheating my home or replace it with one that works properly.
  

  I am tired of being too hot in the winter,contributing too much to climate change, and having excessive heating bills.
  
  Regards,

  ***

   

   

• Initial Complaint

  12/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had initial installation on September 27, 2022. We were told the furnace should not be on the floor and it was installed directly on the floor, despite stating we get water on our basement floor. After we stated it was not acceptable, they came back and put in a new coil that gave minimal clearance. The cleaning filter system we paid for was not initially installed until we identified the issue as well as second floor sensor. We got a heating error right after the installation was done. We are still waiting on the sensor for second floor and got a second error message (photos included). The rebate was also filed but had errors that we had to contact NE Ductless multiple times to try to fix. We were forced to pay for the system to allow warranty to be processed despite not having confidence they had completed the project correctly.We have stated our concerns that with all the errors and corrections made, we want NE Ductless to warranty the product for 10 years for any repairs and add regular service as we do not want to pay for this and paid top dollar to get a Carrier system from NE Ductless. They have declined to provide this. We are over 10 weeks from the installation and still don't have the sensor (hole in our wall) and see condensation on the floor next to the furnace. We hesitated to post this complaint but feel there is no alternative as they have not replied to multiple messages we have sent.

  

  Business response

  12/21/2022

  New England Ductless has been forthright and transparent the entire time and is still actively working with **** to ensure that he gets the rebates owed to him, as we are interfacing with Mass Save on his behalf. We had a technician go out the other night to address the issues he was seeing on his system. This was resolved. And the back ordered parts are in fact back ordered and have an ETA of mid-January unfortunately. We have let **** know the status of the parts as well and we are tracking on our end to bring this to resolution. New England Ductless has and will stand behind their work, always. 

  Customer response

  12/23/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The response from New England Ductless is misleading. The response we initially received to photos showing the last error message was as follows: "The original error code was normal in the startup process, which was  explained when we had a technician out there last. So that is not  something that can
  necessarily be considered a fault on our end or the systems. The error message you have now, at least from my research, does not seem to be an actual error, and shows to be more of a notification that the system is in high fire (which is normal)"

  My wife and I had to call Carrier directly after getting a response to error messages that we were seeing and listed in our complaint to BBB. We also noted water under the furnace. When we informed New England Ductless about our discussion with Carrier (something they should have done, my wife and I spent an hour of our own time on this call), New England Ductless sent someone out to investigate our concern. Their technician in fact identified  errors in how the system had been programmed by them as well as an issue with how they installed the hose for our system which was creating water under the furnace.

  Carrier filed an ticket to document our call and told us that it was standard for the installer to address any error message and should not require a call to Carrier this soon after installation had been done. 

  While the response from New England Ductless states they always behind their work, having two error messages post in less than three months of installation, condensation under the furnace, and lack of urgency to address our concerns (waiting a week to come out and evaluate each error message) which leads my family to question whether the company truly stands behind their work. My request for a 10 year warranty is based on expectation from early experiences that the installation is likely to have further errors with time due to the inexperience that this company has for the specific furnace they installed. If the system does work without future issue, it would not cost New England Ductless anything to offer this to us. The idea that this company stands behind their work and always acts with transparency is clearly inconsistent with our experience. I do not consider my response addressed. Also note I have been professional and not used names of anyone within the company per your policy, whereas New England Ductless has no problem listing my first name in their reply.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, May 2nd, I took the morning off of work to meet the crew and go over the planned job. I asked if we could meet on Tuesday, May 3rd, as this was my day off work, but was told that wasnt possible. I waited for about an hour before I finally called ******** to ask where the team was. ******** did not call me back, but emailed to tell me that no one was coming and that the lead tech had been in a car accident over the weekend. That would have been ok, but no one tried to contact me to make this known. Then no one came on Tuesday. *** subcontracted our job out to **** HVAC and they arrived Wednesday morning. They had to wait two hours for someone from *** to arrive to explain the job to them. The next couple days were fairly uneventful. They **** guys installed the equipment. Then began the testing of the lines. There was a leak in the system and they couldnt find it. They spent Friday and Saturday working on trying to find the leak and I dont think they ever found it.The next week there was no communication, but I believe the **** guys never came back to finish their work. I got a call from ****** on Thursday that he needed to enter my house, but did not feel comfortable about the dogs inside, so he didnt go in. Then I got a text Friday morning that 2 guys were on their way to the house, but I called and told the answering service no one was home and I dont know if they came or not.I was supposed to meet someone at the house at 2pm, so I again took time off of work. No one showed up. I made multiple calls and was told he would be on his way. At 7pm I received a call that he wasnt coming, but that hed be there at 9 on Saturday morning. No one showed up. I made multiple calls and no one got back to me. It was 84 degrees on Saturday and we had no AC. It is now Monday, May 16th at 9 am and no one has tried to reach out to me.

  

  Business response

  05/27/2022

  ********,
  I just wanted to respond inside of the BBB platform, as I know we're handling this directly at this stage.  If you have any questions or things that need attention in the meantime, please email me directly at ********************************** or call our office, I'm happy to help.

  Regards,
  ********************* // New England Ductless

*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. ↩