ComplaintsforCustom Climates HVAC
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Complaint Details
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Initial Complaint
05/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We bought a split unit from Custom Climates HVAC on 6/10/21 for $6,821.83. It worked well until December of 2022, then it died. We have had technicians here to work on it six times since then (12/28/22, 1/11/23, 1/31/23, 3/2/23, 3/21/23, 4/4/23) in the last 5 months, but they have not been able to fix it. They cancelled an appointment they had scheduled for 5/3/23 and we are still waiting for a new appointment time. It has been a mess since the installation where an unqualified employee installed the wrong unit. It took several visits by technicians at that time to get the unit working properly. Now, it is almost summer and we will need the A/C to be working in the heat. My husband has a chronic medical condition that requires he be comfortable in the heat. We feel we have been patient during the last 5 months as technicians have tried to fix the unit. We are now asking that a new unit be installed. However, Custom Climates HVAC are still dragging their feet. We need the unit to be working. We don't know where to turn to resolve this problem.Business response
05/19/2023
We canceled the appointment on May 23rd because the Manufacturer's Technical Representative we had meeting us on-site (to help diagnose the issue) had a death in the family and ended up leaving the State. Due to the Technical Representative's very busy schedule and the timing of when he would be able to meet us (and as a courtesy to the customer), we have decided to replace the outdoor unit and absorb the cost. Mr. *** has already been contacted and we are waiting to hear from him for scheduling.Customer response
05/22/2023
Complaint: ********
I do not accept the business's response as a resolution to my complaint because: Only a portion of the unit is being replaced. I expected the whole unit to be replaced.
Sincerely,
**** ***Business response
06/06/2023
I explained to **** *** that the outdoor unit was the only piece of equipment having issues and was the only unit that needed to be replaced. He understood and agreed. The unit was installed at his house on Friday, May 26, 2023. **** *** should let you know that this issue has been resolved and we are complete with our work.Customer response
06/08/2023
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,
**** ***
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.