ComplaintsforHigh Efficiency LLC

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was referred to High Efficiency (HE) to remove and reinstall my existing Minisplit Heat/AC System during a community-wide construction project, by the General Contractor. I didn't really have a choice since that's who he had contracted with for all the "new minisplit" installations. I have had nothing but problems with HE after the original quote was done:Their office charged my credit card on 2 different occasions without my permission. Their office had to reschedule the re-installation 3 times when the first tech got hurt, the second tech couldn't do the job until the electrician did theirs, and the 3rd tech and electrician were finally sent at the same time to install and test.While I was on vacation, they ran the new piping and electrical wires and placed the unit in the WRONG place on my deck - without discussing it with me. My unit had been placed up against the building for the last 5 years, they placed it perpendicular to the building and at least 18" out from the building, which takes up too much space! When I got home from vacation and tech #2 showed up I expressed my displeasure with the location and he said "there's nothing we can do, it's done". We called the office that same day together about no electrical and I told them it was I'm the wrong place and was told the same thing. So, I called and asked for the owner - *****. He was never available. I was looking to get it moved or get a discount on hid billing since the job was not done right. I emailed *****, he did not reply until I called a 3rd time and insisted I speak to him. When he finally replied via email, he was ****, disrespectful, and told me it was done. The 3rd tech had told me it could be moved, so I continued to email ***** to request, and then insist, he move the outside unit. When he finally called me, he was arrogant, told me there would be a charge to move it back to its original location and I would have to pay for it. He started quoting "building codes" and treated me like I was completely an idiot. I still have had no resolution - BUT HE told me they closed my job and payment was due 100%. This is unacceptable. I was only asking for 10% off or the unit moved. HE never offered any discount, never apologized for not contacting me about the location first, or the way I was treated - he actually had the nerve to tell me he speaks to everyone the same! Now that the siding has been installed on my building I don't believe the option to move the unit still exists, so now I'm looking for a bigger discount - 25%. I'm holding out the remaining $471 I owe HE until this is settled. I am extremely unhappy with the whole process, their office staff and the owner. Please help. Thank you.

  Customer response

  03/12/2023

  I have not heard from the business in response to my complaint.

  Business response

  03/28/2024

  We sincerely apologize for any miscommunication that *** have occurred during the reinstallation of your pre-existing outdoor unit. We strive to provide exceptional service and will make sure that we provide better communication moving forward. We have credited your account for the remaining funds and again apologize for any miscommunication. We appreciate you working with us! 

  Customer response

  04/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business more than a year after the work was done!  and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  High Efficiency installed a mini split heat pump and air conditioning unit in our cottage which has never worked properly since installation. We have had them out at least half a dozen times to "rectify" the issue and each time it works properly for a short period of time and then stops working properly again. I believe the root cause of the issue is the pipes to the exterior - both the condensate drain line as well as the lines to the condenser - which were installed incorrectly and now lead to constant problems with the unit resulting in us having to contact High Efficiency for maintenance every few months. Initially the pipes were kinked during installation which caused problems. This was supposedly rectified by High Efficiency when diagnosed but even since then the unit still continues to be problematic. I have spoken to them on multiple occasions including to the owner with no avail. They just charge me for the service and maintenance and ignore my complaints that the unit is faulty. It has a lengthy warranty but the work on it is not covered. They refuse to admit fault and ignore my complaints that the unit isn't working as it should. I have spoken to multiple other home owners who have similar units and they do not have issues with their unit like we do. It was an expensive unit and installed through the Mass Save program but we seem to have no recourse? I want them to replace the unit in its entirety or at least all the duct work from the inside to the exterior else they need to cover the continual maintenance which the unit appears to require going forward. I have extensive email correspondence with them over the issues we have had including the unit drain line completely clogging up which backed up water in our cottage resulting in water running down the wall and damaging an antique hutch.

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