ComplaintsforCotti-Johnson HVAC, Inc.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/22/2024 Cotti Johnson installed a new boiler in my home to replace the old one. I paid them $1000 for a down payment and still have to pay off a loan amount of $12,940 for this entire disservice.There have been nothing but problems since the install. Primarily, there have been gallons of water pouring from my radiators each time I turn on my heat. I have been without heat now for over a month. I've called them back out multiple times to resolve the issue and still have no resolution.On 3/1/2024, they sent out a technician named ***** who stated that the problem was the pitch of the radiators. I then observed that the boiler was flooding and water was leaking from one of the pipes that carry steam up from the boiler - they sent out another technician named **** on 3/4/2024 and 3/8/2024. The radiators are continuing to spew out gallons of water and I still do not have heat in my home.Most recently, the company is requesting I pay them over $800 to replace the air vents (which sell for $35 each) on 3 of the radiators because thats now allegedly the problem. They are refusing to help me if I dont agree to this. Previously, the air vent replacement was a merely a suggestion as they may be damaged from the flooding.There are other concerns such as there being no water in the chamber when I go down to check the boiler, and a flashing red light that says the water level is too low and it needs a manual reset. The noises coming from the boiler, the pipes, and the radiators are louder than ever.*** hired a professional to come out to fix these issues and offer a second opinion. This professional has confirmed that what Im experiencing is not a vent issue. Instead, his findings indicate: the condensate is not returning to the boiler or it's being pulled into the steam supply due to a piping issue. The vents are likely damaged and will need replacing because of this, but that won't solve the underlying problem.

  

  Business response

  04/21/2024

  To whom it may concern,
  
   
  
  We received a notification of a complaint placed by ************************* from **********************. The complaint is in regard to a boiler installation done on 2/22/24 for ******************* at ************************************************************************************. The customer on record is **** , ***** is her daughter and was responsible for the financial aspect of this installation. Please let me know if you require any additional information.
  
   
  
  We quoted this installation on 2/20/2024
  The customer approved the work to be done and applied for financing through Service Finance with a Comfort Advisor on site with her on 2/20/2024
  Approved Estimate Terms: Equipment: 1 - gas steam boiler   Electrical Scope of Work: * Install appropriately sized circuit breaker(s) if necessary * Perform inspection of electrical panel/service and circuits to hvac equipment. This is done to ensure safety of customer, safety customers home, & safety of customers new equipment/investment * Reconnect line voltage wiring to indoor & outdoor unit * Reconnect control/communication wiring to indoor unit & outdoor unit * Replacing existing thermostat & carbon monoxide detectors   HVAC Scope of Work: * Removal and disposal of existing equipment * Reconnect to existing gas Line * Install any necessary carbon monoxide detectors (if necessary to satisfy gas code or inspector requirements) * Perform commissioning process (start-up, test all components, make adjustments as necessary, and confirm system is running to manufacturer recommended specs) * COTTI JOHNSON NOT RESPONSIBLE FOR EXCISTING PIPING OR ITS BALANCING * CHIMNEY LINER IF NEED NOT INCLUDED IN PRICE   Furnace Warranty: * Cotti-Johnson labor warranty = 1 yr. * parts = limited 5 yr. * heat exchanger warranty = 12 yr * online registration must be completed within 60 days of installation(Cotti-Johnson Provides this service). Additional requirements for annual maintenance are required for the ************************ Warranty. Payment Info/Options: * 50% deposit & 50% upon completion OR * Financing options available (12 to 18mo. @ 0% deferred interest, & 10yr. @ 9.99% interest. No prepayment penalties on any of these options. Some may require minimum monthly payment. Inquire with your Comfort Advisor for more information.   Notes: * Cotti-Johnson does not warranty any existing electrical or HVAC related materials, such as as: ductwork, thermostat, refrigerant piping, electrical circuit wiring, circuit breakers, outlets used by company for work, circuit breaker panel, etc. Only the work and materials installed and supplied by our company will be covered under the warranties listed above.* All rebates (if applicable) are subject to change & supplied by 3rd parties. Cotti-Johnson is not responsible for supplying rebates. * Cotti-Johnson will file for any applicable rebates on behalf of Mass Save eligible MA customers and provide AHRI Certificate (3rd party efficiency report) if required for the rebate. RI customers and MA customers that are not eligible for Mass Save are to file for any potential rebates with their own electrical providers.
  The agreement of services to be rendered for removal of the old boiler, installation of the new boiler, installation of an auto feed for water, and connection of new boiler. No other services were opted for or approved by the customer
  She scheduled the installation with our install coordinator on 2/20/2024
  Installation was completed on 2/22/2024
  Customer called back on 3/1/2024 stating she had radiators leaking, resulting in no heat.
  Notes taken from customers call by CSR: 3/1/24: ***** called in, said radiators are leaking. She told me the techs told her the radiators were not bled, they did not have enough time. (I was not aware that if the radiators were not bled, her heat would not work) When i explained out policy that if issue is unrelated to work done, $89 Dispatch and cost of repair would apply, she said she refused to pay anything because bleeding the radiators was in the scope of work and it was not done. I also explained that if it was an issue with the radiators themselves, separate from work done, she would be responsible as they are existing.
  Technician summary: Customer was having condensation coming out of air vents on three separate aerators. The radiators the water was coming from were on the same side of the house. Second floor bedroom and first floor entry way and living room.
  After checking the water level of the boiler which was right above the **** I checked the pitch on all the radiators. It was found 4 radiators either had no pitch or slightly back pitched. Also, the radiator in the second floor bedroom valve was shut due to the room getting extremely hot and the air vent was closed. The valve is not working properly, because even after being shut condensation was still protruding through the vent.
  After hearing the issues and realizing its not a water level issue, best course of action was to pitch the radiators appropriately and to leave the valve and air vent on the second floor bedroom open until the valve is replaced. The issue was due to condensation being trapped. This would also be the reason for the loud bangs in the radiators as the house is heating up. Now that all radiators are pitched appropriately, and second floor bedroom radiator is breathing, condensation should be allowed to return back to the boiler and all should function properly.
  The current issues are not within the scope of work approved by the customer and performed by ********************** ******************* was provided at no charge to the customer and was a chargeable service
  Estimates created for radiator valve replacement; customer declined additional services
  Customer called again on 3/4/2024: Entered as an after hours emergency call: Emergency Call- Water pouring out of the since the installation.  Black liquid spewing out of every radiator.  Drywall damage due to the water.- Pouring out cup fulls of water as we speak.- ******* tilted radiator on Friday.  He didn't check to see if that worked, per homeowner. 
  Technician Summary: Before arrival, called customer and had them shut off water supply and power to boiler. On arrival inspected radiators that were spraying water from air vents. Checked water level in boiler, found steam boiler to be flooded out, causing water from air vents on first floor and some on 2d floor radiators. Drain water from boiler completely. Once drained, restore water to auto feed and power to boiler. Auto feed started and filled boiler to proper low water level and stopped feeding. Left water feed to boiler off until we can return and check water feed more comprehensively.
  Star at up boiler and test operation- working normally at this time. Heat at all radiators, on both floors.
  Recommend replacing air vents on all radiators throughout house, 7 steam vents needed. Take pics of all radiators on 1st and 2nd floors.
  Warranty Service
  The current issues are not within the scope of work approved by the customer and performed by ********************** Inc
  Customer called again on 3/8/2024: - ******* was out 3/1, customer still having same issue- need to create estimate for vent replacement.
  Plumbing Manager and additional plumber went to location.
  Technician Summary: Installed ball valve and fittings for boiler skimming and flushing.
  Tighten union at boiler header
  Skim oil and debris from boiler
  Tighten packing nut of radiator in bedroom 3
  Test that automatic water feed to boiler working properly, drain boiler auto feeder turned on and filled boiler to proper level.
  Start up boiler and test operation after boiler skim, working properly at this time. Boiler water not surging during heating cycle. No further water spitting from radiator air vents, heat working properly at this time.
  Give estimates on steam radiator air vent replacement.
  Customer provided 2 additional estimates to make corrections to the radiators with issues; customer declined additional services
  The current issues are not within the scope of work approved by the customer and performed by ********************** Inc
  Statement from Plumbing Manager, *********************: This customer we installed a steam boiler with auto feeder. Install was completed on 2/22. We went back on 3/1 because she had condensation leaking from the radiator. We found that 4 radiators were not pitched correctly and a radiator valve was leaking. We pitched the radiators at this time without any extra cost even though these were existing radiators and it was not part of the job. We tried to do right by the customer. We gave a quote to replace the valve which she declined. On 3/4 we went back out because the customer said the radiators were leaking again. Again, the valve we quoted was leaking and also some air vents. We also quoted replacing air vents. Even though this is not the cause of her problems, once water hits those vents they are usually not working correctly after that. However, condensation was still not getting back to the boiler. We set up a time to skim the boiler, which is something we do a week after every steam boiler installation. I personally went with **** and skimmed the boiler and confirmed that the boiler, water feeder and low water cutoff were all working properly. It was explained to her that any work done on the radiators and or existing piping would be an additional cost. She declined any additional work. Before we left, we confirmed the surging had stopped and everything was working properly.
  UPDATE as of 4/18.2024
  
  -******************* called in on 4/3/2024 at 1:30 pm to request service as her radiators were still leaking after admitting she had someone out there to correct the vent issues. **** also stated that she had a plumber and an HVAC service tech out to her location and they told her what was wrong    
  
    with the unit and that she was waiting for us to tell her what is wrong with the unit. She left a message with our answering service.
  
                  - We reached back out to her 4/3/2024 at 1:54 pm and scheduled to go out on 4/4/2024 per her request.  
  
  -She called back again 4/3/2024 at 2:15 pm to cancel that appointment due to her work schedule. She requested we reschedule for 4/11/2024.
  
  -On 4/10/2024 at 10:40 am, she cancelled again through our answering service.
  
  -On 4/10/2024 at 2:21 pm we called back again after asking for availability from the plumbing manager and left a message, she did not answer.
  
  -As of today, 4/18/2024, **** has not returned our call to reschedule.
  
   
  
   
  
  *******************
  
  Office Manager
  
  Cotti Johnson HVAC, Inc.
  
  *****************
  
  *****************
  
  Office: *************
  
  ***********************************
  
  Keeping our customers comfortable for over 70 Years!

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October, 2019 we had Cotti-Johnson install a Lennox mini split heating and air conditioning system at a cost of $9,000. We were told that it would save us money over the energy cost of the baseboard electric heating system in place.The system never worked well and we complained to the company repeatedly. They did send people out to look at it, but nothing improved. Then in November, 2021, it stopped working completely. It has never worked since despite multiple calls and complaints. This unit has a ten year warranty which is slowly expiring without any use of the product!

• Initial Complaint

  11/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 11/3/21, I woke to no heat. My daughter helped make calls to find a company to diagnose and fix the problem. She was told by Cotti-Johnson that the charge would be $90, which would be applied to any work done. He was to arrive between 1 and 4 pm, but the tech, ****, arrived about 7 pm. He said the issue was the inducer motor, which could cost up to $800, if available, as the furnace is 20 years old. I suggested getting quotes both on the part and a new furnace so I could consider options. He guessed it would be $8-10,000. **** said I would get an email with estimates. He was at my home for about 30 minutes. I offered to write a check for $90, with checkbook in hand. He suggested I wait and pay for everything at the end. The next day, I got an email with a ****, #********, for $270! Dispatch fee: $90. HVAC hourly rate: $180. He did not fix anything and I still had no heat. Page 2 had two places for the customer to sign which were blank. I also got an estimate of $950.75 for the part. I called to ask about the charge and was just told that was what they charged. I would need to make an appointment the next week for a new furnace estimate. (I made then cancelled appt.) I got another invoice the next day (same #) for $180. Labor charge was now $90. The description included new false statements, including that I had misplaced my checkbook! Also, someone had signed 2 places where the customer was to sign! I never signed anything! I foolishly sent a check for $180 (rather than fighting it) and an email outlining my issues, but got no response. I feel this company uses bait and switch tactics and has committed fraud in signing as the customer. They also had a positive review on their website supposedly by me which I never made. I have had many estimates for home improvement/repair projects and have never paid for an estimate. I thought $90 was high, but charging on top of that with no actual service is outrageous.

  

  Business response

  11/22/2021

  On 11/3/21 we sent our service technician to Ms. ************ home at ****************************************, as we received a call for a request for service.  We quoted a dispatch fee of $90.00 which is our standard fee.
  
  The service technician diagnosed the problem on her 20 year-old system, and gave her an estimated quote for the repair.  We also offered to send out a residential installation expert to provide a free quote for a replacement system.
  
  We invoiced the customer another $90 for labor charges for the time our technician spent diagnosing the problem.
  
  Cotti-Johnson stands behind the amount that we invoiced the customer.  That is the standard fee we **** for dispatching a service technician and charging for the labor spent diagnosing and or repairing a service at a customers home.
  
  We will be reimbursing ************************** the full amount of $180 dollars, however, as we strive for 100% customer satisfaction at ********************** HVAC Inc.
  
   

  Customer response

  12/03/2021

  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. 

  This is not closed! The company, which has already committed fraud, states that they issued a refund. Not true. No refund has been issued.  

*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. ↩