ComplaintsforComplete Home Solutions, LLC

• Initial Complaint

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  we signed a contract to have an hvac system installed and our attic insulated through a city grant program in bowie maryland this was done back in January 2021. we were told they would be coming to install the hvac system first but on that day they sent the attic insulation crew and that job was done so i asked when will you be coming back for the hvac and was told we need to get our top installer to come back and inspect it again weeks go by and we reach out to get a time frame and was told we are still looking into it. at this point they send the installer out again to inspect so i had the city inspector meet with him to try and come to a resolution and he was told that they had to call the manufacture and see if it could be installed the way he was asking because he didnt see why it couldnt work .so a more time goes on with us being in limbo they came out for one final inspection and after waiting more weeks we get a call saying we can do the install on tuesday FEB.2 2022 but you need to replace the water heater and cost is $1300 MORE!!!! so as we are confused as to what just happened after a years wait and the grant money had already been exhausted where do we go from here because now you are getting paid for the attic that i could have gotten done cheaper with the grant money. company says they wont charge for installation but we need to pay for the unit in order for the job to be completed unfortunately we dont have an extra $1300 to give and really wish they would not have done any work if they couldnt fulfill the contract because now the grant is useless to us because the big ticket item which was the hvac system isnt done and we could never find a company to install a system for what money we have left after paying for the attic

  

  Business response

  03/07/2022

  Business Response /* (1000, 8, 2022/02/28) */ We are working with the *****' to resolve this issue. And work is scheduled to be completed week of 3/7/22. The *****' signed a contract that falls under the Home Performance with EnergyStar rebate program through the Utilities and they are paying for this contract with the Utility Rebates and a Grant from the City of Bowie. In order to be eligible for the rebates, the attic project needs to be completed. The City of Bowie Grant was not approved to proceed until September 2021. The attic work was completed first, because we were waiting on the equipment to be delivered. With the Pandemic, there has been material delays. And I believe that was communicated to them upon scheduling. The system could not be ordered until the Grant funding came through. The contract is to install a 90%+ furnace. The *****' currently have an 80% furnace commonly vented with their water heater. The new system could not be installed as originally scoped because of the County code and venting restrictions. They live in a townhouse and the floor runs front to back. The utility room, where their HVAC is in the front of the house. The only way to vent the HVAC is directly up in the current chase that the existing metal flue runs. In order to properly vent the new HVAC system, the water heater would need to be replaced as well. The City of Bowie inspectors recommended replacing the HVAC and leaving the existing water heater, which would run a metal flue next to a PVC flue. This cannot be done. We have attempted to come up with other configurations, but none will work. This has been the cause of the delay. The only solution is to replace the water heater with a 90%+ as well. At this time, Complete Home Solutions is replacing both the furnace and the water heater, so that the original contract can be kept under the grant funding.

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