Complaints

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• Initial Complaint

  Date:12/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Furnance &AC from Future Aire *********. I became ill with cancer. They sent a young man out to service unit. When he replaced my filter he broke my Humidifier and caused water to go in my furnace & ruin the dry wall. It took me awhile to noice, then I called them 3 times without them coming out to check. He also took his foot &broke off at the ground a young redbudtree, that was near the AC. When I scheduled a $89. clean & Maintance I told them not to send the young man. ***** their senior maintenance tech Stated the humidifier feeder tube end ball was broken off inside the humidifier. Thus caused water damage to wall & furnance. ***** seen the damaged drywall & showed me where Humidifier water ran down into furnace causing a devices to short &burn out. He repaired. He advised me to purchase a different humidifier & discount for damaged one & wall repairs. Electronic air cleaner not working, recommended newer model. He sd use old cabinet & buy filter that wd be as good. I sd I wd pay $89 plus discounted new humidifier. Office manger ********* called screamed at me, sd I did not pay 89 TODAY, I Cd NO LONGER be customer. NO they are not going to repair dmged property. I had called several times told man who did the damage was the owners son. ***** said the young man is no longer working there. I asked ********* to talk to the owner, SHE REFUSED to allow me to talk to the owner & said SHE is THE OFFICE MANGER!!! I am very concerned that ***** thought the agreement was a fair one and he admited the other worker damaged my Humidifier and my furnance they installed in 2014 aprox. I agreed to pay the $89 service fee when they do the repair or replace at a discount the old Humidifier. They refused to repair the damage their employee did to my Humidifier & furnace. I am older woman with cancer. I believe they are taking advantage of me. I DO NOT RECOMMEND THIS BUSINESS TO ANYONE ELSE UNTIL they make this right...

  

  Business Response

  Date: 12/28/2022

  We have nothing but issues with ***** ********. We went to her home on 8/8/19 and did a clean and checked to her AC unit and replaced a part. I know time do we touch her old existing humidifier. Humidifiers are to be looked at in the fall. We have attached a copy of the invoice from the install in 2013 and highlighted. The part that says hook up to existing humidifier and future air holds no warranty on existing equipment. We did not hear a word from her until 12/2022 when she called the office for a furnace clean and check. At the time she told ******** (the office manager) that her sewer backed up and she was suing her insurance company for not paying her. Then she pretty proceeded to tell ******** that she wanted her humidifier looked at because she didn’t think it was working. We told her the cost to have her check out, and she agreed and made the appointment. When our tech ***** arrived, she followed him downstairs, and proceeded to tell him how we damaged the drywall three years ago, and we needed to fix it.  ***** explain to her that he has no clue what she’s talking about and he will call the office. At the time ***** is called the office and was told she had to be charged and she was told still before the appointment. She again refused to pay and kicked her tech out of her home. We have her account on hold and will not work with her in the future for nonpayment and threats. Once again, we should not get a claim against us for scammers like her. Her humidifier is over 10 years old and has neglected her system and put the blame on us.

  Customer Answer

  Date: 12/28/2022

  Complaint: ********
  
  I am rejecting this response because: I thank them for showing the original invoice that they installed the furnance and equipment.  But she did not include the invoice for the work that their employee did.  I was told that employee is no longer there and he is the owner's son.  I do not believe he was a certified or properly trained tech.  He was very young disrepectful of my property and did not know how to do the work.   It does not address the fact that their employee damaged my humifier, caused water to corrode my furnace, and a part to burn that had to be replaced, and caused water/mildew/mold on my furnance room wall.  They fail to say that it took me sseveral months to even notice the damage, because I rarely go into my basemnet, I had cancer, chemo, radiation, a rare staff infection that put me in the hospital in infectious disease many months with 7 fevers over 104-105, which left me on bedrest, and have to go to speach,occupational, physical therapy, when I wasn't in hospital. after I found the problem, I did call them many times but they refused to come and look at and fix the damaged humidifier.  ***** their tech sent out in December 2022, agreed their tech damaged the humidifier, caused water to corrode my furnance, caused the part he replaced to short.  He offered to replace the damaged old part or to sale me a new humidifer for a discount and to remove the old one and place the new one in a better location.  He was supposed to get me the information for the cost of the new humidifer cost.  I told *****, I would pay the $89 when we figured out the cost and the install and he did the work.  I would pay at the same time for all the work.  I even did not ask them to pay for the repair of the drywall and the paint, and I did not aske them to pay for the Red bud tree their employee also stood and stomped and broke off at the ground because he did not like where it was.  Even though it was far enough away from the AC not to be in the way!!!  However, I recieved a phone call from ********* SCREAMING AT ME AND CALLING ME NAMES because i did not pay the $89 that day...Since I have called at least 8 times asking to talk to the owner to try to work out something.  BUT ********* tells me I am not ALLOWED to talk to the owner,  If you read their google reviews you will see Her behavior is the same reported by many of their customers... I have been their LOYAL customer since 8/2013!!!  HOWEVER, NOW only 2 weeks after ***** came out, my furnace stopped working.  I called them yesterday and was told they did not want to do my repairs!!! Even though my furnace is under warranty through them!!!  So I had to call another Heating co.  They came out today 12/2022 and ordered the parts having them shipped over night to do the repair tomorrow morning...Their tech said that he believes the water corrosion caused the parts being replaced tomorrow morning to be damaged.  He said his company would have paid for the repairs to my wall and replaced the tree and repaired the humidifier part for no charge.  BUT he agreed with ***** that I should buy the new humidified at a discount price and move it to a better location... I am a senior, and am still ill.  I am shocked by the way the office manager handled this situation.  I see why they have such poor reviews.  I do not want to do business with this company,  She lied, as I did not kick ***** out of my home.  He was very professional, considerate, looked at the damage and was honest in his evaluation that he agreed that the young employee did break my humifier.  He sugguested I let them discount a new humidifier and install.  I agreed based on the price, which he was going to let me know and he would order it or the damaged old part replacement.  I also asked him to get me a quote on a new ***** Air filter system, since my electronic air filter was not working and he adivised not to use it but to use better **** **** filters, and he gave me the type to buy,  Which I did.  I appreciated *****'s offering a solution to remedy the problem.  Which I thought we had worked out.  But then ********* called me shortly after ***** left SCREAMING AT ME.  SHE IS NOT BEING HONEST.  Therefore I do not want to be screamed at by a business I hire to do work for me after their employee damages my property and they refuse to make it right.  Thank you for this complaint to be on record so others can avoid this company...This has been very stressful for me. Yes, last year I has a major storm damage when lightening hit a tree causing it to fall on my home.  Trying to get contractors during a Pandemic was impossible due to labor and material shortages.  You also know covid caused my family to have several deaths and with my illness, life has been overwhelming.  Being alone, I depend on the company I do business with to help me, not scream at me...I believe ********* must be under a lot of stress or the owner's policies are very unprofessional and unethical to say the least about my experience with them....I will pay the 89 when they replace my humidifier part and we can have a referee neutral expert opinion look into the water corrosion of my new furnance and the new parts that have to be replaced tomorrow...I will tell you read this company's reply...let the people decide whether they want to hire this company.  I was hoping they would do the right thing here as ***** and I had agreed.  But after being SCREAMED at and her lying about me kicking ***** out of my home, and her attitude toward me as their customer, the lack of the owner trying to take my phone calls or even returning my calls to try to work things out is absolutely bazarre to me..  I am protecting myself and my property, trying to handle this ethically fair for both them and me, which ***** seemed to be trying to do as well.  
  
  

  Sincerely,
  
  ***** ********