ComplaintsforParamount Heating & Air

• Initial Complaint

  05/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This is a project that was not completed properly or completely yet they ran my credit card without authorization. I attempted to contact them and was told they would fix it (first reason for the delayed action in this filing) . I then attempted to work with my credit card company (which is the second reason for the delayed action) but too much time had passed. I've continued to contact them via email 4 times, respectfully, but no reply. 1. The A/C installed doesn't reach 1/2 of the house. It was supposed to. 2. They did not complete the project based on what was quoted and promised - hoses and holes were not organized, caulked, or filled, allowing bugs, water, and animals to get in. 3. They didn’t provide a refund for the additional permits their team purchased as a result of them not passing inspection. This was promised over email. 4. Damage was not fixed or reimbursed for including the punctured wire, gutter, or side of garage where their team incorrectly installed the unit the first time. 5. Hoses were not run per the drawings or what was agreed upon and now look messy 6. Quality was not what was agreed upon - unit shakes the whole house despite that being the reason a purchased a new unit - their team said you would address it but I didn’t hear back. 7. You charged my card without authorization 8. Didn’t replace display panel that costs $700 and was to be included in the project.

  

  Business response

  07/18/2023

  I will do my best to address this...
  
  This job was completed in June of 2021 so I am not sure why it has been 2 years and the customer is just now filing a complaint.
  
  After we completed the work and passed inspection, the customer didn't respond to us for months regarding final payment.
  
  When he did respond, he added items on the list that we needed to do that were not part of the scope of work.
  
  As an attempt to satisfy his requests, we visited the home to address his issues 3 times, in July, September, and November.
  
  Each time he added more that he expected us to do that was not part of the proposal.  
  
  The A/C installed doesn't reach 1/2 of the house. It was supposed to.  In the proposal, (attached) 100% of the scope of work was outlined and completed.  There was no mention of any ductwork. The permit was issued and approved by the city of Columbus which included the proper system sizing.
  They did not complete the project based on what was quoted and promised - hoses and holes were not organized, caulked, or filled, allowing bugs, water, and animals to get in. The quote is attached, not of this was mentioned.  After the completion of the project, the customer verbally added items to the scope in an attempt not to pay his final bill.
  They didn’t provide a refund for the additional permits their team purchased as a result of them not passing inspection.  The inspection wasn't passed on the first visit but the second visit it was after we fixed items that the city required/
  Damage was not fixed or reimbursed for including the punctured wire, gutter, or side of the garage.  We confirmed the height that the customer wanted the mini split unit and then were required to move it.  
  
  As a business, we have to keep a project within the limits of the scope of work.  Sometimes clients do add items but this ended up being a "he said" from the client even though none of it was documented or agreed upon.

  Customer response

  07/19/2023

  The vender claims they tried reaching out to me with no response. I’m attaching a photo of the email they’re referring to. Their first reach out was sent the same day as the charge. I have also attached a photo corresponding with the vendor over text in July where I listed several of the issues that remain unresolved. Despite communicating with them there’s no mention of an “outstanding balance”. You can see they were not trying to contact me for 3 months.

  
  After their unauthorized charge of my credit card, I attempted to contact the vendor several times using various methods, including email more than three times, which I have attached photos of. The vendor did not respond to these emails or address the issues. 
  
  
  The vendor claims they were at my property to resolve the issue. It’s correct that they sent someone out but each time a tech would arrive, inspect, agree with the problems, including remounting and adding a “slow start” and state that someone will come back to help address the issue. Each time I never hear from them.
  
  The vendor claims my requests were out of scope. I have been consistent with my requests and they are not out of scope. They are regarding charges that were incorrectly billed to me (see supporting photo showing the vendor’s acknowledgment of this), incorrect install, property damage, and incompletion per the scope (ie new thermostat).

   

  Facts of the situation: 1) it’s illegal to process a credit card without prior authorization. They did not have authorization 2) the project was not completed, damage was done to the property, and vendor charges were incorrectly incurrent by customer and 3) customer attempted to contact vendor to resolve the matter several times after the unauthorized credit card charge but the vendor ignored all requests. 
  
  
  Regards,
  
  *** ********

  

  Business response

  08/07/2023

  The most that I can do is meet in the middle at $2,000 

   

  Thanks

  Bill

  Customer response

  08/15/2023

  I accept the business's response to resolve this complaint assuming a check is received for the stated amount.

  
  Regards,
  
  *** ********

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Description: Company installed AC and Furnace. Ducts were wrapped and air vents were sealed. When performed vent sealing they failed to properly close/cover all HVAC vents leading into house and sealant filled house and coated all surfaces. After multiple emails and calls they finally offered to have cleaning service come out to clean floors and remove sealant. Cleaning company (************r) did not fulfill obligation and left bigger mess behind than before they arrived. Now paramount will not return a phone call despite multiple phone calls to their answering service. Emails have not been responded to. Absolutely terrible service.

  

  Business response

  10/24/2022

  For this complaint we refunded the customers money
  
  Thanks
  
  Bill B****
  ******

  Customer response

  11/01/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ******

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had maintenance on furnace and air conditioning. Andrew the technician did something to furnace when he left it was throwing out cold air on the heat setting. Called company they sent him back out hd just set thermostat on emergency heat instead of fixing problem. I have called texted and emailed and have not received a response. I want my furnace to operate as it was before Andrew broke it. I paid for my furnace to be broken when nothing was wrong with it as it was a routine maintenance on a three year old furnace.

  Customer response

  05/24/2022

  Got a random email today so I sent one back they are supposed
  To be here Tomorrow time
  Will tell
  

  
  

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