ComplaintsforRichair Comfort Solutions

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Initial contract signed February '21 with deposit. Job paid in full August '21 ($39,xxx). Richair aware this system was set to be primary source of heat for my home, Richair did not submit permits to the town until 11/15/21. On 12/9/21 Richair asked me to change contract from 48k BTU hyper heat to regular 60k BTU system, stating it was 2k cheaper and would get the job done sooner. I now see that this was a manipulative way to get me to sign a new contract as my previous one was set to expire. I agreed to their request but Richair still did not give us dates for installation until 3 months later February '22 and said we had to accept 2-3 days notice in advance, and job would take 5 days. They started on 2/3/22 and they were not prepared to start system until mid March. We had no heat all winter until this point. Then the sales team told me that new contract I was asked to sign is NOT 2k cheaper, and the job took so long that I out on thousands of $ in advertised rebates.There was poor workmanship that resulted in damage to my home. They placed the condensation lines in my gutters improperly which led to gallons of water flowing into my home through the minisplit unit on 2/18. Moisture readings showed my subfloors are wet but they refused to assess or provide remediation for the water damage. The system is completely unreliable. We have gone months in the summer without AC and months in the winter without heat because the system is blowing room temperature air, and the company is not staffed to respond to service requests in timely manner. The system currently does not work and it's November. I paid my life savings 39 thousand dollars to heat my home and I now have no heat and no money for another system.I requested full refund and removal of the system about 4-5 times within the first 30 days, in writing and verbally, I was ignored. I am still requesting this, and still being ignored.

  Business response

  11/28/2022

  We are actively working with the customer on resolution

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I engaged Richair Comfort Solutions at the end of September. I was told that they would install my Mitubishi split systems in the beginning of October. I paid a $6,000 deposit. They didn't begin the work until February (they claimed because of supply chain issues). They promised up to $70,000 in Con ** refunds, but the process was very murky and they kept changing how the refund would be issued.The units were completed in April. We paid an additional $ for 12 years of a service contract. There were issues from the first day--several units did not work properly. First with heating and then with cooling. They have come to service the same units 5 or 6 times. They say they are repaired and then they start to drip immediately. They cannot run because they drip water. They have warped my floors.Richair will not take responsibility for the floors and they are no longer responding to my service requests, even though I have paid for the extra service in the contract.I have yet to receive a dollar in $ from a con ed ******** believe the entire rebate was a scam.I was referred to Richair by ***********

  Business response

  10/18/2022

  We apologize for all delays connected to supply chain issues. Regretfully this is out of our control (for the record, the supply chain issues are still not resolved, and it is mid-October of 2022).

   

  The Con ****** rebate payout was delayed by Con ****** itself, as the rebate program ran out of money. We have no control over this either.
  To the best of our knowledge, a smaller rebate has been paid to the customer due to customer's unwillingness to remove/decommission their fossil-fuel heating apparatus as initially agreed.

   

  All issues with units performance, as well as dripping, have been resolved on or about 6/9/22. We have replaced condensate pumps several times, until we got them right.
  Apparently it was poor product quality. Since then the customer did not place further service calls.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up to have RichAir install 3 ductless ********** units in my place of business I paid over 25k dollars for this install and was told by RichAir I would receive between 10k-12K dollars in rebates for the job from Con ** clean energy program. After 4 months I have called dozens of times and been given nothing but excuses for the delay in my rebates. Change in employees, change of program, application rejected, were among the many different excuses. Rich *** is a ********** authorized installer and It turns out they installed my units without permits which I think is illegal and now they tell me I was supposed to get permits, I was not informed of this and would never have started the project if I knew permits were needed. I feel this matter deserves BBB's attention considering that I recently found others who have been "scammed" out of similar rebates by this company according to ****** reviews.

  Business response

  11/10/2021

  We are working with the customer to resolve the issue, even though there is no wrong doing on our part

*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. ↩