Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/09/2022

  Type:Product 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.

  we had to spend $27,000 to replace our air conditioner and reroute the vents. We have had the problem of our air not cooling on the second and third floors since we owned the house. We fought with them until the week our warranty ran out, and *** air and heating came out and kept saying we didn't need a bigger unit. Finally, we got them to replace the unit with a bigger ton unit. This summer, we had water dripping from the vents in our house, water damage around the vents, and the units in the attic looked terrible from condensation. Despite the threatening of us that hiring another air company would void the warranty, we called ******* heating and air, which services our business location. They advised us that we needed a two-stage unit and replaced the unit outside and in the attic, costing us 27k to replace and install. We no longer have water dripping from the vents, but we still have water damage and a potential mold problem that needs fixing. Not to mention we had a host of other issues: Rusting bathroom lights Incorrect insulation vapor barrier in the attic Wrong insulation foam around vents Windows cracking (window company won't fix it) Condensation in the fireplace and stove vent $27,000 was cost of the new two stage units, routing of vents, replace rusted vent covers, and furnace.

  Business Response

  Date: 12/28/2022

  Homes By Dickerson client care has been in contact with Mr. ******* regarding his claims about his HVAC unit dating back to June of 2020.  The HVAC vender (*** of Raleigh) has made 9 visits to Mr. *******’s home at his request from 6/2020 to 7/29/2021.  On 6/23/2021 Mr. *******’s claims were the 1^st and 3^rd floors were not cooling properly.  *** searched for leaks in the system and didn’t find any.  They did vacuum and recharge the system with 6 pounds of 410A.  It was determined by the *** representative that the system was working properly.  The homeowner questioned the load calculation and requested a larger capacity unit.  It was determined again by *** doing another load calculation that the HVAC size installed at construction was in fact the correct size for Mr. *******’s home.  Request again on 6/28/21 from homeowner and *** went to his home and discovered no leaks.   On 7/13/21  *** came to the homeowners home and replaced a new coil at no charge.   Homeowner continues to complain there is a humidity issue however HBD client care and *** cannot find any humidity issues present.  They continue to tell this to the homeowner.  The it was also discovered that the homeowner moved the humidity sensors that were installed because he felt they were in the wrong place.  The homeowner has changed out his own thermostats to ****** and did the work himself and *** found that he did not hook up the fresh air intake through the ****** thermostat.  Finally at the homeowners demand and against the professional direction of *** and Homes By Dickerson the homeowner on 7/29/21 changed out his HVAC unit to a (larger than load calculation recommends) 3 ton unit at his own cost.  This new until is without warranty from Homes By Dickerson.  Now it seems from the complaint this until caused water dripping (which is logical because the unit is oversized and therefore the condenser doesn’t run long enough to pull moisture from the air).  This was the homeowners decision and knew anything from this point on is outside of warranty.  His additional HVAC system he again has changed was his decision to do so and will not be the responsibility of Homes By Dickerson.