ComplaintsforAir Conditioning Systems, Inc.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased furnace & AC unit, $8,800 ~. Installed10/26/21. Actual start date of usage, approximately, Dec 1, when weather got colder. Noticed issues with noise, the constant running of the fan/blower/burners vibrating my house (it is installed in the crawl space). The furnace triggers the fan/blower/burners at about 3am, disturbing my sleep.Takes ~2 hours to heat from 63-67deg. I emailed ACS 12/3/21 to inform them. Received call from owner Carl R********** to schedule appt with, Victor (the installer), who arrived the following Mon, 12/6/21 and explained why the unit was noisy and steps to take to improve, (insulate, remove turbo, reset thermostat, etc). He did not go under the house that i can recall. I asked him initially about the noise, and he said "it would be a bit noisier" than my current furnace. It is 5 times noisier. I was misinformed at the time of the sale. After a week, I called Carl (12/13) & he said,Victor hadn't briefed him. He explained he is not in the office when his crew arrives and leaves early. ACS is not responding to my emails / calls. I've lost confidence, especially after the conversation with Carl. Victor also wasn't briefed about the emails and complaints prior. Communication has broken down; I feel I on the back burner. Carl said he'd sent his tech out after I spoke with him again on 12/20. John (tech) called 12/27 & we agreed on an appt on Tues., 12/28 @3pm. Rachel, the secretary, called @ 1:30p, Tues to move my appt to 4 or 4:30 pm because John was on an important project. I called her back & informed her it was getting dark at that time, and suggested Wed am as a better time. She informed me the project was week long & he was N/A. She said Carl would call me back when he was off a call. He never called. It was evident I was frustrated & my patience was changing. I have not heard from John either. I have emails, calls documented;no replies from ACS. I contacted Rheem 12/29, they can't help. I can forward emails to you. Thank u

  Business response

  01/03/2022

  We will contact Ms. ***** immediately and resolve the problem. We will follow up once the matter is resolved.  Thank you for sending us this communication. 

  Customer response

  01/06/2022

  Complaint: ********
  
  I am rejecting this response because: ACS visited 12/27/21. The Service Tech, John and Drake (Drake was part of the install) made suggestions to help reduce the noise the furnace is making by providing a different filter and grill. The issue is not resolved, therefore I am rejecting and providing explanation. During the visit John, suggested I hire someone to insulate the crawl space at my cost to reduce the noise from the inducer. He also changed the airflow to the vents and noted that the install wasn't completed as it should be and required service. He also noted the filter on the return was the wrong one. I was informed by Victor at the install, to purchase this type of filter. While they were here, I asked by the airflow from the vents was coming in very low. John opened up the vent to allow for more airflow however, it is now at the max and coming out too much. Although I appreciate John explanation on the furnace's functions, I was not initially informed it was going to be high maintenance and the cause for anxiety and stress.
  
  I am now responsible to hire a contractor to reduce the noise the furnace is making. I am not aware what this will cost.  
  
  John followed up 1/4/22 to inform me he will stop by with the grill. I informed him of the airflow and asked if it can be dialed down as it is blowing at 100%. A happy medium will suffice. he noted, he wasn't sure he could change it but will look at it when he returns. I also prefer John returns without his partner, Drake. he was part of the install, it was awkward because of the initial complaint. It was evident Drake was unhappy with me. It was not my intension to blame Drake however, I had to voice my issues to John since he wasn't aware of the problems. My neighbor was present as a witness and noticed this as well, unfortunately.
  
  The issue is not resolved at this time. I have not had a follow up with owner as of today. I am waiting on John's return. 
  
  Regards,
  
  ****** *****

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

   

  Business response

  01/31/2022

  Hello,

  in response concerning the furnace not operating correctly is not valid, the furnace is operating within Rheem manufacturing specs . Adjustments were made by myself to balance the airflow in the home to prevent any noise issues. the major complaint is that the furnace cycles in the night time. forced air furnaces are designed to do this to bring the temp of the house up and meet the desired thermostat set point. I have been out to the house multiple times in regards to noisy operation and to check the operation of the system. to my knowledge the system is operating correctly with a good temp rise and have concluded that any other noise issues are due to the design of the house, concrete block walls, uninsulated wooden floors. I have scheduled for a independent rep from rheem to take a look at the system to diagnose any further noise complaints. in regards to not being able to test drive the system prior to it being installed in the home, this is not something that can even be accomplished.

  This was a replacement of the central heating plant located in the crawl space under the home. the home was not altered or any existing ductwork changed due to the condition of our contract. 

  We will provide a update once the rep from rheem has looked at the system and we will continue to resolve any issues with the client.

  Thank you,

  Jonathan C**

  Sales/service

  Air Conditioning systems inc

  ###-###-####

  Customer response

  02/01/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ****** *****

   

  ACS is attempting to blame my house structure with regards to the furnace. Bottom line is, this type of furnace should not have been installed in my home and Jon C** has stated these words (I have a witness) himself. I was also told that the owner shoudl have assessed the job prior, (he did not). He has also stated the install was insufficient and many adjustments were required, hence the many visits. They are servicing something that should not have been installed. i was not notified this was going to be problematic. The furnace still comes on at night, still noisy although Jon made adjustments that helped. Although the Rheem rep is coming out to review the situation, this doesn't change the bottom line. I have still yet to hear from the owner. He has avoided my previous calls, emails. the last communication was 12/7/21. He is letting the service technician speak for him.  I have had to buy extra products to circumvent the  problems, spending time (lots of time) and money. It was suggested to insulate the crawl space, which again cost money, which didn't change the noise. The furnace is not designed to go under a house and most especially under the master bedroom, thus i hear it at night. The last communication  was suggested to turn the furnace OFF at night. this is not a solution or acceptable. I did not spend $8,800 to not be able to use the furnace at night, using a space heater, extra electric blanket,etc. They need to provide an option so i can sleep at night. I submitted a complaint to the AG's office 01/28.  Although ACS continues to stat the furnace works according to the specs, they are missing the point. The customer service and lack of communication (Jon has been the only one that has communicated) is also an issue. This has been a stressful period in my life. I am not satisfied with ACS and their product.

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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