Complaints

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Description: We hired this company in May to complete the new HVAC system in our new built home. Money was given in May to be ready for the job in July. Company had not ordered equipment. Company only showed up 2 times to work for a total of 4 hours. Andrew would not communicate on days he was coming. Would not answer calls often. Never made a schedule to come to do the work. He also did not order the equipment we asked as he was wanting to put a system in that was too large for our home. He was fired multiple times. After the 3rd and final time and no work even hardly being done after a month; he then said our money was non-refundable which was never mentioned in the quote. We want our money back for the job he didn't not even start/ didn't do.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a new furnace installed by hometown elite in December, We agreed on new furnace install and condensation drip pan replacement and evaporator coil cleaning and installer to recharge ac when temperatures started getting warmer.It started warming up so I called installer to re charge AC and he did however soon as AC kicked on and ran a few hours I found water in my basement, I went looking for the problem and found condensation drip pan was never replaced. So I called installer several times and one of his employees stated he would relay the message owner was on vacation , Have now tried calling owner several times even texting and also tried facebooking him with absolutely no reply . Totally frustrated but only wanting done what we agreed on . Owner could contact me replace condensation and this could be resolved.

  Business response

  06/12/2023

  *I have attempted to upload text message documentation and customer invoice and system will not accept. I left a voicemail this afternoon to see if I would be able to email documents*
  

  Hometown Elite was called to customers home in regards to replacing furnace. Upon inspection of complete system, it was recommended that customer replace the entire system. (Furnace, AC and Coil. A drain pan is ONLY replaced if a new AC/Coil is installed) Recommendation of system replacement was due to age of system and because system is ran off of R22. Customer was informed that due to age/system being R22, if something would need to be replaced/repaired on his AC or Coil that availability would be limited/costly. Customer rejected replacing system and asked us to only replace Furnace.
  

  At time of install, drain pan was not cracked or damaged. System ran well upon completion and did not leak. 
  

  Customer called a few weeks after install of furnace and stated that he believed his drain pan had cracked and needed to be replaced. We told customer that we would ATTEMPT to locate a drain pan but we were unaware of how long it would take us to find, as we stated when we recommended replacement of entire system. We would be unable to quote him a cost on replacement until we found one and got a cost ourselves. As of today, we have yet to locate a drain pan for his system. We have our supply chains on the search for one as well. 

  
  As per invoice, customer paid for a furnace replacement only. He has not been charged, quoted or paid for a drain pan. We have talked to the customer on multiple occasions and have text messages with the customer about the drain pan after he had contacted us. Him stating that he has had no communication from Hometown Elite is untrue. Customer complaint for us to “finish job” is also incorrect. Job was finished besides possibly needing to go back and add refrigeration to the system IF it was needed. 

  Customer response

  06/18/2023

  I am rejecting this response because: Everything said above was a lie I actually wanted the entire system replaced as a whole but he recommended just cleaning the A coil and clean the pan I was skeptical at this point but took him at his word I also have witness J**** ******** who was present during the conversation. This is just a list of things that we’re done incorrectly or poorly installed- scratched hardwood living room floor scratchier hall way floor broke the drip pan in the furnace that was supposed to be replaced was told I would have to run it without a door on the new furnace so they cut a bigger hole in my floor just to shove all the pipes in so they could shut the door due to it being improperly installed. I had no way to check and see if this a/c would work due to it being winter at the time of install once the warmer months came he came back to put Freon it as he said he would and not 8hrs after he left I had water running into my basement and hallway because the broken pan. Made multiple attempts to contact him to make this right and no responses were ever made or any attempts to fix any of the above listed issues.
  
  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. ↩