ComplaintsforDuct Pro Duct

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in need of a new AC system due to weather damage to my outside compressor. I submitted an insurance claim and chose Duct Pro Duct (Antonio Gaines, Owner) to do the new installation of a system of equal value to what was being replaced. The installation took place on 6/29. For 4 weeks since the install I have had numerous issues and dangerous conditions in my home. The first was a critical miss due to lack of knowledge that the power going to the new unit was insufficient. A more experienced licensed and bonded HVAC company (he is not insured or bonded I have found out recently in investigation from a number of state and city government) discovered that the new compressor put in was burned out due to being unable to keep up with the lack of power needing to come from the electrical box. The AMPs were 110 Volts too low. I spent additional money ($700) to have that fixed. Antonio then came out 3x weekly (for 4 weeks) to continue to try to troubleshoot why my unit was STILL unable to work while my family remained in intense heat. He installed a new line set which was expected to have been installed initially as well – That which we have now also discovered is poorly pieced together with copper and black foaming cover - continuing to cause issues of freezing pipes and the unit shutting off after running for only 4 hours at a time. Finally, 2 certified HVAC professionals came out and both documented, for the courts, that I will indeed need a brand new installation because the unit that Antonio put into my home is sub-standard and not a high velocity (UNICO) system that he removed. He installed something much cheaper and incapable of fulfilling the intention of the cooling system designed for my home. This installation will NEVER be able to cool my home and work due to how my ducts have been created for the high velocity air return and venting. He collected $10K+ from my insurance company so far. He does not respond to any more communications at this point.

  Business response

  08/18/2022

  [BBB transcription via phone call from business]

   

  The business stated when installing the unit there were manufacturing issues. The unit had to be sent back. Due to the time it would have taken to receive the new unit from the manufacturer and warranty replacement, the business instead bought the consumer one out of pocket. The business installed a new line, did temperature reads and the unit was operating fine. A week later the consumer called and stated the unit was freezing. The business went and checked the unit. The unit was running and operating as it was supposed to. The following week the consumer called the business about the unit again and before the business could come out the consumer called and told the business never mind, don't come. During this time the consumer had electrical problems. The electrical problems were the problem, not the install by the business. The business explained this to the consumer. The consumer still owes the deductible and balance on the install. 

  Customer response

  08/18/2022

   I am rejecting this response because: This is not the case at all - extremely disappointing. I have record of the entire process and why the unit had to be replaced because Duct Pro Duct installed a sub standard unit to the entire HIGH VELOCITY SYSTEM causing the outside condenser to burn out. I have documented write ups from 2 other professional sources that came to provide a valued response to my next steps. This was documented in full. The outside condenser had to be replaced to their negligence in checking the electricity component of the entire install. The unit was running for over a week before the installer even addressed this issue. The initial unit was NOT faulty - the replacement was caused by the installer not validating all aspects of the proper installation. In addition, I have record of the 13 times that I had to call the installer to come out and troubleshoot the unit over 4 weeks. On July 9, 2022 at 4:08 he states in a text message "This is not your fault might be electrical problem..". He admits that the issue is due to something other than a faulty manufactured BRAND NEW unit. He continued to have to come by and add refrigerant to a system that had improperly installed a sub standard air handler to my high velocity system that had already been in place in my home. In addition, I have pictures of the incompetent work that was done from the air handler. It clearly shows the large opening from the expected install of a high velocity system to what he put in place, open electrical sockets that he did not cover properly and left exposed, Completely unprofessionally installed line set which had to be redone because it had gaps that was causing leaks. I have had to pay out of pocket for a brand new install to keep my home cool and working properly - which it is running perfectly at the moment with the correctly installed high velocity air handler that should have been put in from the beginning to match the system I already had in place. To pay this installer for any additional work (which would only be the deductible left at $2,500) is not happening. I am not done with this issue and plan to be recouped the additional $7,700 that I had to then pay out of pocket for a new install since I chose to go with a company outside of who my insurance company suggested. In addition, please make this noted: This contractor is NOT licensed or bonded in the state of Ohio. I have had many professional resources working to identify this information so I have what I needed to recoup my out of pocket expenses due to his negligence. It is not to be found. This should never happen to anyone - it is shameful and businesses like this should be stopped from taking advantage of people who they believe will not call them on their business practice.
  
  
  

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