ComplaintsforFulford Heating & Cooling, Inc.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January 2022, Fulford **************************** replaced our **** unit at our home in ************, **. Beginning in July 2022, we noticed that the paneled walls were warping, visible mold on the walls and the home had an increased humidity level of 70-80%. We contacted Fulford to see if this could be an issue with the new **** unit. One of the managers, *****, and a technician came out to our home and assessed it and almost immediately new the root cause of the issue. He informed us that the new unit was cooling the house too quickly and not allowing adequate time to effectively pull moisture out. He said that Fulford failed to come out and perform a unit check when the temperatures turned warm as well. The technician corrected the issue with the **** unit that afternoon. The following day the owner, ** Fulford, ***** and one of their subcontractors came back to the house to estimate the cost to replace the walls in our home and perform mold mediation. They gave us an estimate of $20,000 and verbally agreed to this amount, but stated they would be filing it through their insurance for the payout. It is now December and we have yet to come to a resolution as their insurance is stating they do not cover such events and Fulford is refusing to ethically make this right and goes silent.

  Business response

  12/19/2022

  We did install a new unit in January of 2022. Customer never called with any issues with the systems operations. The first time the customer called our office after the installation of their new unit was approximately 6 months later on July 7, 2022 and they were wanting a price on dryer vent cleaning. Later in July the customer called and wanted a price on a dehumidifier, but still had not mentioned there were any issues with the **** system. Later the same week, the customer called and said they have major issues going on at their home and needed a manager to come take a look. ***** did go look at the system and we did send a service technician there to check unit operations. The unit was slightly low on freon, and tech added 1 lb. We did go back to the property to evaluate the damages, and the owners were coming up with over $20,000.00 worth of damages. We turned this over to our insurance company. The adjuster went and determined our company was not at fault. Was this unit running all summer? We don't know. What had the thermostat been set for all summer? We don't know. The paneling in this property had been painted previously and there have been other cases where certain types of paneling cannot be painted - it starts to peel off. We gave the customers our insurance company adjusters name, phone number and email information.
  Our insurance company said the unit is not cause of the damages to the home.
  The insurance adjuster inspected the home and said multiple rooms including the kitchen, living/dining room, bedroom #1, and master bedroom have areas on the wall where paint is cracked, bubbling and peeling. They said the moisture meter did NOT detect any moisture in any of the affected areas. The adjuster also stated the drip pan under the unit was dry. During their investigation they said the damage observed to the walls in the dwelling does not appear to be the result of the **** unit.

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