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Complaint Details
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Initial Complaint
05/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Good evening, in early 2023 after many issues with one of our household ac system, we decide to replace the unit. Since Hickory Sheet Metal, had been dealing unsuccessfully with our issues, we agreed for them to replace the entire unit including the air handler in the attic. Immediately we continued to have issues, either the ac would not keep up, not work at all, or freeze us to death unable to control the system. More than a dozen visits, including a very cocky repair guy, who and I quote, "" I'm the guy they send when no one else can fixed it""Guess what he didn't fix it.**** the manager has tried and even admitted to us that it was a very bad installation, and they are struggling with staffing issues and turn over.On 08/29/2023, they claimed they replaced 3 actuators and sent us a bill for $1405.39, now the actuators replaced were in a brand-new unit they installed not even 12 months prior, still under warranty.Issues continued and we got totally fed up with their lack of ability to resolve anything. The heat side of the system work fine. As soon as it got warm, ac again is not working, over 80 degrees in that portion of the house. Again, the ac does not work, it has never work correctly since installed.At this point, either they fix it permanently or issue us a full refund and we will find someone else to fix it...... More than a dozen visits and still the ac does not work!!!!!!!Fix it permanently or refund us!!!!!!!!!!
Business response
05/07/2024
********************** has been a customer since May 2016 where we have performed multiple repairs over the past 6 years to the 2007 HVAC system installed by another contractor. The original system had an existing two-zone zoning system (one thermostat for the main floor and one for the upstairs area).
On September 14, 2022, after the original units compressor had failed, ********************** elected to replace the 16-year-old heat pump and re-use the existing zoning system. Hickory Sheet Metal allowed ********************** to make multiple payments over the next 10 months at no added cost.
After several months of operation, the indoor unit leaked condensate water onto the ceiling and the drain, and the ceiling was repaired by Hickory Sheet Metal at no charge. On Dec.29, 2023, we received a call that the new unit was not working properly. The technician found a broken wire on the existing zoning system and was repaired at no charge.
On August 23, 2023, we received a call that the new unit was running constantly. The technician found the existing zoning system damper actuators were not working properly and replaced the actuators. The original zoning control board was not replaced. ********************** was billed for the zoning system actuators since this was not part of the original agreement for the new HVAC unit installation.
Apparently, there was a misunderstanding in our service managers comment about a very bad installation Our service manager was referring to the original ductwork and zoning system installation.
If ********************** agrees, Hickory Sheet Metal will dispatch a technician at no charge to service the new heat pump system and also check the existing zoning system for proper operation. If the existing zoning control board is found to be defective, there will be a charge for the part.
Customer response
05/08/2024
Unfortunately they are already trying to charge us for replacement of actuators that were part of a new air handler they installed, which is covered under warranty.We no longer have any faith in their ability to repair or fix our un-going ac issues with the unit they installed, at this time we have contracted with another supplier to review the issues and repair.
Thank you
**********
Business response
05/14/2024
We hope that ********************** can find a solution with a new supplier. If by chance the new supplier does not solve the problem, we would like to have the opportunity to re-examine the existing zoning system, ductwork , and new unit performance at no charge to the customer.Customer response
05/14/2024
Better Business Bureau:
If the issue is not resolve will consider their offerthank you
****
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.