ComplaintsforHeating and Cooling Onix!

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My downstairs mini splits were installed Nov.6, 2021. Since the upstairs was not installed, I could not use them. My upstairs units didn't get installed until Dec. 7th. Throughout the winter, I had my downstairs (where I'm sleeping) on and my home NEVER got warm. I had it up to 84 degrees and my house still was in the 50's inside. I contacted my contractor on Mar 21, 2022 to let him know my units shut off automatically and that while the remote works, the units don't turn on. He didn't come to my house until the 3/28 . He was a no show two other times when he said he would be at my house, and I was not notified. I had to contact him. It is now June 14th. My units still do not work. I have asked for a new compressor, he said the supplier won't give provide it.On May 13th he said that he spoke with a tech for the complany and that there is one small part that needs to be ordered. He told me my units would be up and running 2.5 weeks from then. They are not. I have made mulitple attempts to get what I paid $13,000 for working and it is still NOT. I have not had heat, nor do I have air conditioning and the temps have been in the 90's. I have all the interactions with this contractor on my text messages and will be glad to forward them to whomever if need be. I just want my units working and this business transaction completed. The only time this contractor communicates with me is if I initiate contact. I want this resolved and I have no idea what else I can do.

  Business response

  09/23/2022

  Business Response /* (1000, 7, 2022/06/24) */ This customer Went through Angi's list to have the work completed. This customer should reach out to her original contractor (Angi list). We did install the equipment with no labor warranty. The unit was operational on Dec 7th, 2021, all the while customer was referring our company to 2 of her friends once on Oct. 22nd, 2021 and another on March 2nd, 2022 (we looked at the jobs but never pursued them). On March 21st, 2022 was the first time hearing her units did not operate correctly. Our company is primarily an installation company, therefore there was no labor warranty provided (we've also diagnosed and offered repairs at no charge). This customer has not satisfied her terms of the contract with her original contractor (angis list). Consumer Response /* (3000, 9, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did go through Angi's List to secure this HVAC installer. I have withheld the last $1000 until I have a fully functioning system. Terri Power, the Angi's broker, is aware and has supported this decision. When I have a working unit the contractor will be paid in full. I understand there is no labor warranty. This is not a labor dispute. I did not have a working unit installed the first time, it has not worked properly from the beginning and since March 21st it has not worked at all. When the mini split system was finished being installed on Dec. 7th, it seemed to be functioning. However I don't believe it was ever working properly. I had to have the thermostat turned up to 84 and my house would only get as warm as 55 degrees inside, and I often questioned myself if this was how it was suppose to be. Being unaware, I chalked it up to having an older home. In March, when the system completely shut down (it had been shutting off intermittently when I was away at work) I contacted the owner of Onix, and when I informed him of all this, his response was "No, I should not have had to turn it up that high, and I should have told him sooner". I told him my reservations about it being an older home, and he said, "no, it should have worked". The installer has identified a number of parts that needed to be replaced. He indicated to me at one point that this would have been negatively impacting its performance since the beginning. I am concerned about why brand new HVAC equipment is requiring new parts. I asked for a new unit, but was told that's not possible. I agreed to have it repaired. Now it's been three months of completely non-functioning equipment after three and a half months or inadequate and/or poorly functioning equipment. Every step of the repair process has taken longer than I've been quoted. Currently we are waiting for another part. On May 23rd I was told by the contractor that it would be here in two weeks. As of today, June 29th it's still not here. I am worried that this will continue to drag on. I still have zero heating or air conditioning. I want the installation work completed with a fully functioning system. When that is finished the contractor will be paid in full.

*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. ↩