ComplaintsforC & C Air Conditioning & Heating

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 6th 2023 I hired C&C company to run a diagnostic on my heating unit since it was not working. Technician came in stating the water temperature sensor is defective and leaking and also might need the board for the unit as well.He also stated that they will order the parts and see if it covers with the manufactory warranty department or not, if it's not covered gave me an estimate of **** dollars parts and labor and if it is covered it will be between 400 to 600 labor for about 90 minutes work. I gave the technician the credit card for the diagnostic payment . Few days later I got a call from C&C saying the parts were covered under the warranty. I was furious and contacted the Manufactory requesting to change the whole unit in regard to the condition of the unit due the rust which the unit was professionally installed less that a year ago meanwhile contacted C&C to get the extra charge they put on my credit card for parts back , they told me the extra charge is non refundable but I told them the parts is under warranty since the unit is less than 2 years old. **************** who a piece of art stating it was a special order, when I asked what is that suppose to mean she stated the the guy who does the order called for it which I said that's his job and parts can get return she said yes then I said why would you take that extra money then since there was no service done I got no answer from her just stated in non refundable . I have all documents to support my arguments including a home security recording with a whole conversation with the technician and I will not hesitate to present this in anyway that I see it appropriate to get my money back

  Business response

  02/17/2023

  Hi *******,

  We apologize for any confusion or inconvenience during and after your heating diagnostic. It is C&C's #1 priority to ensure that every one of our customers has a 5-star experience and is left with a comfortable home.This specific visit was for a no-heat call on a Weil McLain boiler installed last year by another company. We found rust on the bottom of the boiler and an active link from the supply water temperature sensor through the plastic. The boiler was not operational and the board was shorting out with status lights flickering. The board needed to be returned and replaced along with the water temperature sensor. This information was sent in to Weil Mclain. After review, ********************* agreed to do both parts. The price has been agreed upon and scheduled for today. Please **** this matter as resolved. If you have any further questions please reach out to our office directly so that our team can work with you. Our team can be reached directly at **************. Thank you!

  Customer response

  02/17/2023

  
  Complaint: 18937452
  
  I am rejecting this response because:
  Matter its not resolved as I was given an appointment today from 3-6 but unfortunately there was no show or cancellation at your end neither my end which shows unprofessionalism. Its upsetting since the company been in business for so long shows that type of behavior and unethical manners especially when known that I have a baby and elder person in the house.

  as far as I know I went far and beyond to try to resolve this issue in a peaceful manner I even contacted ********************* to make sure your parts supplier gets reimbursed for the part ASAP which they did according to **********************

  Due of your failure of fixing the unit as agreed via email and phone. Any damage will occur to the house( pipe freezing, leaking.. etc) in the future, your company will be responsible of that damage. 

  This matter will be properly escalated to ensure this kind of issues will not occur to any other customer. 
  
  
  Regards,
  
  *************************

  Business response

  02/28/2023

  Hi ****************,

  C&C always puts their customers first and we are always willing to provide the best services to our customers. You confirmed that this original complaint was old and that you had taken down the complaint. We had asked that you put in writing that the original complaint had been resolved so that we may provide it to BBB for their records. We did not receive this email. The parts secured from Weil Mclain were purchased by C&C. We did not install or warranty this boiler. We still ask that you please rescind the original complaint.

  Customer response

  02/28/2023

  
  Complaint: 18937452
  
  I am rejecting this response because:
  
  Failed to deliver a service as agreed upon with a specific date and time but unfortunately it was no show at your end. 
  
  Regards,
  
  *************************

  Business response

  03/03/2023

  Hi Mr. ******, 

  We did attempt to service you and have confirmation of set appointments. As the previous message stated, we had asked that you submit an email appealing your original reason for the complaint, so that we may forward it to BBB. We had multiple phone conversations relaying& confirming this information with you, and also had noted that in order to move forward with your boiler repair (which was not installed or warrantied by C&C) that we would need this documentation. 

  Thank you. 

  Customer response

  03/07/2023

  
  Complaint: 18937452
  
  I am rejecting this response because:
  
  As you agreed upon coming on a specific day and time but unfortunately you failed to deliver the service and fix the unit as discussed. Your company will be responsible of any refunds that I have paid earlier, and any other finance charges which occurred as a result of your failure to deliver the service as documented. This matter it will take its place legally no further action required from your part on BBB. Thank you 
  
  
  Regards,
  
  *************************

• Initial Complaint

  10/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On March 20, 2020, purchased for $9,000 product and services from Lennox dealer *******, ************************************, **************. Installation of a Lennox Furnace, Condenser, Coil, MERV 11 Media Filter and I-Comfort S-30 thermostat. Models MN ML14XC1S03-230 SER 1920B18886 MN EL196UH070XE36B-01 SER 5920C09539 MN CX35-36B-6F-20 SER 1519M05442 The warranties 20-year Heat Exchanger, 10-year Compressor, 10-year Lennox Parts, 5-Year Thermostat Parts, 3-Year Other Parts and Labor.The furnace has received proper yearly maintenance by a licensed professional installer. On day one the furnace encountered technical problems, intermittent thump and banging noise during blower operation in both heating and cooling operation. The unit is factory defective. On October 14th 2020, Lennox Field Technical Consultant (FTC) ************************* was called to inspect. He recommended load calculations be reviewed. September 23rd, 2022 during a maintenance inspection, rusting and deterioration was found in the Heat Exchanger.C&C technician ******************* was sent to inspect. He confirmed the rusting, deterioration and stated, I opened the door to heat exchanger and found very little rust on the surface of the exposed part of the heat exchanger, pictures taken. The rust on the unit is an environmental issue not a furnace problem. Homeowner was instructed to remove corrosive solvents and chemicals away from system. The technician did not mention Vent screen guard not installed. Technician did not provide a quote to replace the Heat Exchanger. No high humidity (the area is dry). This is my second ******************** installed by C&C. The first one lasted *************************** deterioration, it was installed in the same location within the same environment. Tuesday, September 27, 2022 830a.m. left message for ******************* who refuses to communicate with me. It is my opinion that under the warranty the rusting, deteriorating components should be replaced.

  Business response

  10/14/2022

  Hi **************,

  
  We apologize for any inconvenience and will do everything in our power to resolve this quickly & efficiently. ********************************* & ***** ********************************** Manager) will coordinate a day & time that works best to meet with you and resolve this issue. We have also escalated the warranty claim to ******* management team. We will be reaching out to you ASAP to fully resolve this issue.

  Customer response

  10/18/2022

  
  Complaint: 18157970
  
  I am rejecting this response because:
  
  I do not have a solid answer for the next action that will be taken by ****** *** and C&C.  Will be meeting with ****** Baker and ********************************* on Thursday, October 19, 2022, at 2pm to discuss the issue. I plan to protect my $9,000 investment.
  
  Regards,
  
  ***********************

  Business response

  10/28/2022

  Hi **************, 

  Thank you for all of your time. Our agreement to rectify the discussed issues are that we will provide 2 years maintenance complimentary, at no charge; Extend the labor warranty to 5 years, at no charge; For every year after **** that maintenances on the equipment are completed, we will extend your labor warranty to match that the amount of years signed-up until a maximum of year 10. 

   

  In conclusion,

  
  - ************** will receive 2 years free maintenance from us, extending his labor warranty to 5 years total. 
  - Each year consecutively Mr. ****** purchases a maintenance we will extend and match with labor coverage.
  - If the heat exchanger fails before year 15, the labor will be covered by C&C. 

  Customer response

  11/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  06/01/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  ******* Conditioning forged my signatures on page 6 and 10 of the ****** contract they forwarded to ******. I would like them to explain what is going on here. I never initiated contact with anyone regarding some emergency situation that warranted the waiver of my 3-day cancellation right (which is what page 6 is all about). Why was page 6 only partially filled in that the emergency reason section was left blank? Also, I never agreed to a 3.5 ton heat pump instead of 4 ton heat pump as I originally agreed to on page 7. My signature was forged on page 10 saying I agreed to a 3.5 ton heat pump all in a sudden one week after the original agreement. This is fraud if they cannot explain who signed those two pages.

  Business response

  06/02/2022

  Hello,

  We are in litigation right now with the homeowner. ****** is handling all of the legal matters against the customer. 

  Customer response

  06/02/2022

  
  Complaint: 17300543
  
  I am rejecting this response because:
  
  I am not in any litigation with ****** or C&C now (at least not yet).  The C&C response is utterly false.  They cannot ***** their responsibility explaining how and why my signatures were forged on the paperwork they forwarded to ******.  ****** is not representing C&C.
  
  Regards,
  
  *********************

*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. ↩