ComplaintsforFour Seasons Heating & Cooling

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After the general inspection of a home I recently purchased, there was noted to be a possible drainage issue with the **** system. It was recommended to hire a **** company to conduct a thorough inspection and cleaning of all components. After contacting Four Seasons Heating and Cooling, I was sold the ****** maintenance plan to conduct a full inspection and cleaning of all components. I was also told this plan included after-hours, emergency service calls, discounts on any future work and another yearly inspection and cleaning. The first service was on 7/3/24 and I was present during it. From my observation, the work seemed very brief and did not include all stated components of the inspection and cleaning including a thorough cleaning of the drainage system. As a result, on or around 7/8/24, I reached out to Four Seasons customer service and expressed my concerns. I was told the proper work was done and although the tech was new to the company he is "very efficient and quick."On 8/15/24, I noticed my home's temperature was rapidly rising and the **** system was inoperable. I inspected the system and noted a complete clog of the drainage system with overflowing drainage water coming out from under the **** unit. I immediately contacted Four Seasons and was told by an answering service they are closed and someone will call me the next day. They never did. I then contracted another **** company, who found many mis-wired wires by the original installer and the drainage system was clogged. I was told by this **** tech none of this was found or addressed by the Four Seasons tech. I then contacted Four Seasons multiple times to notify them of the events and request a refund of the $300 ****** plan they sold me including the inadequate inspection and cleaning they stated they did, which led to the failure of my **** system. Four Seasons has ignored multiple phone calls and emails and I am requesting assistance from BBB to obtain a refund.

  Business response

  09/05/2024

  Refund has been issued.

  Customer response

  09/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 17, 2017, we had Four Seasons Heating and Cooling installed 15 **** ***** System for $8520.80. We've had no complaints until June23, 2022. On June 23th we had *** ******* replace our roofing shingles. On that day nails were shot into the roof for the shingles and refrigerant was getting lost through a line along the roof. My husband went into the roof to find out that the running line and copper was set right up against the roof (violation of NC code P2603.2.1 protection of plumbing against physical damage). We contacted Four Seasons regarding the complaint and what needed to be fixed. On June 24th, Four Seasons sent a technician who informed us of the same thing that we told Four Seasons originally the day before. We paid $96 to have someone tell us that we had no refrigerant left in the system and was unable to fix, because he did not have the equipment to fix the lines and replace the refrigerant. We told him that we already knew that and that Four Seasons was supposed to have this fixed. Four Seasons put us on the schedule for Monday, June 27th at 10am to repair the unit and would charge us $1376.17. We spoke with ******* on the phone later that day asking to speak with the owner ***. ******* asked for pictures of the line. All the pictures that we have provided were sent to Four Seasons. On June 27th, Four Seasons never showed up for the assigned appointment. I spoke with Four Seasons and, apparently, I was never put on dispatch and, therefore, was pushed to June 30th. My family and I have gone 3 days with no AC. My wife called Four Seasons and they stated that the owner, *** ****** and their installation manager were reviewing the photos. They never offered to decrease the charges or apologized and stated that this has happened before and normally the roofers pay for the charges, but my wife informed them that it is not the roofers fault. Instead, ******* offered to come on June 28th and correctly installed the lines for $1800.

  Business response

  06/30/2022

  Mr. *****:

  We empathize with your situation that your roofer damaged your refrigeration lines during your roof installation and Four Seasons will be issuing you a refund for our service call.  Unfortunately, it is not an uncommon occurrence to have roofers, drywallers, and other contracting services to puncture refrigerant lines during remodeling.  As we explained, plumbing code is not applicable to refrigeration lines.  Refrigeration line sets are governed by Mechanical Code and the installation is still in compliance with NC State Building Codes: Mechanical Code.  At the time of installation, this was inspected by the local permitting office and also deemed consistent with the NC State Building Codes.

  We empathize with your situation, but the company that caused the damage, the roofers should be sought to compensate your for the damage they incurred to your home.

  Regards,

  Four Seasons Heating & Cooling

  Customer response

  06/30/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I need somebody to explain to me how a roofer, whose job is to put shingles on top of the roof is expected to know a refrigerant line is running right up against the roof.  A drywall installer can see what's behind the drywall before he or she hangs the drywall up, because they are inside and can visualize.  However, a roofer is on the outside of the roof, never in the inside of a house.  I appreciate the compensation for $96, but believe that I should be compensated for atleast your quote of $1376.17.  The lines should've been ran accordingly knowing that shingles would be replaced in the future.  The fact that this is a repetitive occurrence for your cus***ers, stated by your employee, sounds like corrections need to be made on your part.  The fact that ******* heating and air conditioning were able to achieve a safe distance between lines and roof, means that this can be done.  With this provided knowledge, it would behoove of you to instruct your technicians to try to obtain a safe distance.  If a safe distance is not obtainable, it would save you alot of future disgruntled cus***ers by just adding a steel plate guard on or around refrigerant line to protect from puncture.  In addition, I have contacted Eviromental Protection Agency (EPA)  to make sure that refrigerant lines get protected by a code to prevent accidental freon being released into atmosphere.
  Sincerely,
  
  *********** *****

  Business response

  07/07/2022

  Mr. *****:

  I need to clarify some of the assumptions you made in your reply.  When I stated that a puncture to a refrigerant line is not an uncommon occurrence, I did not state or imply that we had a number of clients unhappy with us because of their situation.  To the contrary, our clients are grateful we are able to identify the problem, the source of the puncture, and make the necessary repairs.  Many of these that have occurred over the years are line sets original to the building of the home or condominium.  In many cases we were consulted because the resultant problem was unable to be isolated and identified by other contractors.

  The exception to all our experience, in your case, is that you believe the responsible party is the contractor that installed the refrigerant lines in accordance with NC Mechanical Code and not the actual party that punctured them.  To address your question, yes a contractor is responsible for where they drive their nails and for any damage they cause to a property in the course of their work.

  That being said, we have clearly stated our position.  As such, I contacted our liability insurance and opened a case on your behalf.  The adjuster will review the situation and determine if we have any exposure or liability in your situation.  We will stand by their findings.

  Regards,

  
  Four Seasons Heating & Cooling

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