Complaints

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• Initial Complaint

  Date:05/16/2022

  Type:Customer Service 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.

  Date of Transaction: May 6, 2022 Amount of Money: Two commercial heat pumps and air handlers installed. One unit was $8,477.59 and the other unit was $7,957.81. Total is $16,435.40 The business, Ideal Heating and Cooling Services, said they would remove two Carrier Heat Pumps and Air Handling Units, and replace them with Trane Units, while keeping the existing Thermostats and sensors, which were operating normally before the install, according to them. They also said they would send me a receipt for services, which still has not been done yet for both units. I pointed out an error code at the day (time) of install, the install crew leader misled me and said the error code blinking on the thermostat did not matter, the unit would work anyway, and it would just be an annoyance, and asked for full payment, which I provided. When the unit did not regulate temperature following install, the service manager, *******, then stopped by on two separate occasions, after several complaints, stating the systems were "Working as intended", even though the system had no operating sensor. The install crew had removed it or damaged it. On the third complaint with the office, he actually admitted the sensor was not attached to the unit, and replaced it, tried to lie and say it did not happen during the install, claiming it was that way before the job. He reported again, "The unit is now working as intended" without actually testing it. As of today, the unit is still not regulating the zones as intended. They indicated they would get both systems in working order, we're not sure if the remaining problem is related to their install, or another problem that remains undiagnosed. Because I know they've lied to me on more than one occasion at this point, I'm putting my complaint through BBB. I also requested a receipt for both installs, they sent one, but not the other, so I don't have receipts for services rendered at this point, which means I can't utilize warranty.

  

  Business Response

  Date: 05/17/2022

   Dr. *******, thank you for the details on your experience with our Ideal Services team. We are disappointed to hear it didn’t meet your expectations. We’ve reviewed our email thread between our team and you over the past few weeks and we’ve discussed this visit with our team. Reviewing our notes, we see that we had an open discussion with you and had asked you on March 11th at 11:04 p.m., how we can help and stated, “ I know we have not diagnosed the systems or provided repair quotes. Would you like us to help with that? Please let me know how we can help.” Between our conversations in March and April, we stated, “ I would be happy to stop by and check the current thermostat model to confirm an updated model that is compatible is available. As far as checking the dampers to confirm operation, this would be for a service technician to investigate on diagnostic service call. Would you like me to have a technician scheduled for a diagnostic call?” on April 13th at 9:52 p.m. to get a date on the schedule and provide a diagnostic service call. Then Wednesday, April 20th at 7:34 a.m., we responded, “recommended replacement of the zone system as a complete system. This is based on my experiences with customers who decided to keep the zoning system as is, or only replace parts of the system. I want to make sure this is a smooth process, and you are happy with the outcome.” After a few conversations in between stating that we can help and review the thermostats. We’ve attached all our email exchanges to this BBB complaint case. Yes, correct. We only provided one invoice for you and that was partly due to our staffing and on us. However, we did provide an array of various quotes between March and April as well as one invoice. We did provide the second invoice on Tuesday, May 17th (today) after speaking with you. We want you to be satisfied with our Ideal Services team, our honest insight, and quotes as we do have a respectable reputation. We pride ourselves on honesty, loyalty, and the due diligence our team is known for. Please know we do respect your decision regarding who you chose to go with for your HVAC services. 

  However, tomorrow, we’re doing a courtesy diagnostic and are open to discussing any further concerns or questions. Thank you!

  Here is our timeline of events:
  03/07/22 – Product Specialist (****) surveys the job
  03/07/22 – Quotes are provided for replacement of two systems (2 ton and 3 ton)
  03/08/22 – **** provides a quote to replace the existing zoning with Honeywell zoning and new Ecobee thermostats.
  03/11/22 – **** offers to have a technician come out to diagnose the equipment – we have never done any diagnostics on either (*******OfferDiagnosticEmail)
  04/13/22 – **** offers a technician for diagnostic a second time (RecommendZoningReplacementEmail)
  04/15/22 – Dr. ******* acknowledges the several zones on the 2-ton and 3-ton system (the two systems we replaced) might me more “problematic” (ReccomentZoningReplacementEmail)
  04/19/22 – **** provides a service quote to replace only Carrier zoning compents ($4839.90) at Dr. *******’s request to contrast to the Honeywell Zoning quote we provided back in March.
  04/20/22 – **** specifically recommends “replacement of the zoning system as a complete system based on my experience with customers who decided to keep the zoning system as is… I want to make sure this is a smooth process and you are happy with the outcome”
  04/26/2022 – Contracts are signed for system replacements only (2-ton & 3-ton)
  05/06/2022 – Both systems are installed
  05/09/2022 – e2 error on thermostat
  05/11/2022 – Met with Dr. ******* and replaced the sensor on the thermostat as a courtesy to address the error message.
  05/16/2022 – BBB complain filed.
  
  Please reach out if you have any further questions or concerns. We have included all of our documentation in the case file. Thank you for your feedback.
  
  Best,
  Ideal Services Team