Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
(Transcription from original document. See file.) In less than 2 months after instalation I see a large hole in the celing of my garage and insulation on cabinets, shelves and floor, just missing my car. I have included all copies of transactions, conversation with ***** *******, and pictures.
Business response
10/26/2021
On 5-24-21 we were called to the customers home for a no AC call. The compressor was bad so we gave customer a estimate to replace Air Handler in the attic and replace outside Condensing unit. Customer put a down payment and we came back on 6-7-21 for the install. At that time customer was aware that the only way to replace the Air Handle was threw the existing built in attic ladder that was installed in 1978 there was no room to use our ladder in this installation or we would have. We informed the customer right away of the step on the ladder that broke and they understood the age of the ladder and was glad no one was hurt at the time as we were also. The customer did call us on 8-9-21 to tell the cable guy felt cold air blowing but we found nothing wrong. Customer called us back on 8-30-21 for the leak coming threw ceiling and at that time we found 2 Plugged filters which caused ice to form on the coil and a piece melted off and slid into ductwork from the coil which cause the leak. We recommended to the customer at the time of installation not to use that type of washable filters. We explained to the customer at that time that we were not going to replace the ceiling because the leak was not caused by our workmanship or installation and has been running just fine for 85 days and still is. We also tried to give the customer some ideas on how to cover the bad spot to make it look better but the customer insisted on none of it and instructed us to install a piece of drywall to patch it up. We cleaned her filters and the mess up that day and patched the ceiling and the AC was working fine and we did NOT invoice her $135 for that work because we knew the customer was having a hard time processing everything. We have explained everything to the customer numerous times on why this happened from all of our service techs that were on the job to the President of the company. We have no problem paying for our mistakes or workmanship when they are justified.Customer response
11/02/2021
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Lake Contracting.The reason I didn't want a vent in the garage ceiling to cover the open hole is because I keep plants in the garage over winter to keep from freezing. A vent would bring in too much cold air. I clearly stated that to the president when we talked on the phone.
I would appreciate an apology from the President of the company for the way he talked to me on the phone. He was disrespectful, obnoxious, and rude.
As far as the broken ladder, I was told by the tech that a ladder would be installed by them but I would have to purchase it.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.