Business ProfileforFarnen & Dermer, Inc

**** HE Heat Pump system purchased through the company (Farnen and Dermer) on 5/5/21 for $10,985 - for the first 5 years of service an “exclusive no hassle protection plan” was part of purchase. 3/4/22- a “bad outdoor control board” was needed, and had to be ordered. 4 days later on 3/8/22 the “faulty defrost board” was replaced.5 days without air. Just over a month later another visit was necessary totaling $209.00 - including replacing filter, clearing drain pipe and checking temp/pressures. On 8/12/22 an outdoor motor and module had to be completely replaced, totaling $1675.00. F&D claimed this to be from “a storm” that didn’t happen; refused to fix without a payment. At least two visits occurred in 2023. In 2024 there have been multiple visits/multiple faulty parts including: checking for leaks, placing dye in the system (6/4/24 - not long after F&D had been out for the supposed maintenance check - this visit took half a day resulting in missed MD appt), 6/6-6/7 for replacing an indoor coil (requiring the dog sitter be at the house the entire day if 6/7) and again on 6/28 for a “found indoor blower motor needs to replace … also need to balance refrigerant pressure and subcool.” This is being submitted to the BBB on 7/2/24, and there is still no resolution. The business will not answer their phone unless our number is blocked and does not call to provide updates. The business is stating they “don’t have the part” and originally stated it would arrive today (7/2/24). The house temp has gotten to above 90, requiring we move our three canines to another families home. The business is refusing to admit they installed a faulty system, and will not take accountability for their work or the product they sold to us just over three years ago. Additionally, this business falsely claims to have “24 hour emergency service” - while they have a call service, this is simply to take a message to give to the office when they are opened from 09-1630 M-F.