ComplaintsforEvergreen Gas Inc

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2020 - minisplit was installed through a contractor. It was making a loud screeching sound. I was told there was a recall on the fan bearings, and they replaced the unit. New unit was not better. The unit makes the sound even when it is not heating. I was told it was "circulating air." I asked that that feature be turned off, as it is constant and noisy. The tech could not figure out how to do this Winter 2024 - I heard a knocking sound coming from the unit. It had frozen condensed moisture and encased itself in a block of ice. The fan was hitting the ice.Spring 2024 - I noticed that the screeching sound had grown much louder.Contacted Evergreen in March through online contact form. Never heard back.Called the office. I would have to pay a diagnostic fee in addition to labor. I expressed that I don't want to keep paying them to diagnose and fix a faulty unit. Had a phone call with ****. He was going to send the tech with instructions for turning the fan off then the unit is not heating. He was also going to contact the manufacturer.April 3rd **** came out. **** had the instruction for the wrong unit. Also, fan bearings and motor need replacing. Said he would contact manufacturer. I never heard back.Called Evergreen, and was told someone would get back to me April 17th, got a text that **** was at a conference.May 9th, called again.**** had had a surgery and would be back in the office on Monday the 13th. They would get back to me that week. Whoever I spoke to was also going to email the manufacturer. Tried to convince me that the unit iced up because of freezing rain. I have pictures. It's not rain.Never heard back.The unit was around $5000. There is no point in calling them. They will tell me they are contacting the manufacturer and I'll never hear from them again. I feel like they installed a defective unit, and don't want to replace it. It needs to replaced with a better unit of the same price. I should not be charged.

  Business response

  06/12/2024

  Dear Better Business Bureau,
  
  We appreciate the opportunity to respond to the complaint filed by ***************************** regarding the **** system installed by Evergreen Gas in her home.
  
  Upon receiving the initial complaint about the loud noise from the indoor unit shortly after installation, we promptly replaced the noisy indoor unit.  Both the equipment and labor were covered under the warranty at that time, and the replacement was performed at no cost to the customer.
  
  Approximately one year later, the customer reported experiencing the same noise issue.  As the equipment warranty was still in effect, we coordinated with the manufacturer to seek a resolution.  The manufacturer agreed to provide a new indoor unit under the equipment warranty at no cost.  However, the original contract included a one-year labor warranty, which had expired by this point.  This warranty is designed to protect the consumer from any installation errors by Evergreen Gas, none of which were identified in this case.
  
  We understand the customers frustration with the duration of this process.  Unfortunately,coordinating with the manufacturer and ensuring the correct resolution does take time.  Despite the expired labor warranty, we offered to install the replacement unit for a discounted labor fee of $1,000. Which the customer is considering. However, the customer has requested a guarantee that if the noise issue recurs, she will not incur any additional costs.
  
  We regret to inform that we cannot provide such a guarantee beyond the terms of the original warranty. Our warranties are structured to ensure quality and protect against installation errors within the first year, which is standard industry practice.  Beyond this period, any labor costs must be borne by the customer, as clearly stated in the initial contract.
  
  Evergreen Gas remains committed to providing high-quality service and ensuring customer satisfaction within the framework of our warranty terms.  We believe our offer to replace the unit for $1000, despite the expired labor warranty, is a fair and reasonable resolution.  We have reached out to ***************************** and she has agreed to have us perform the repair at the agreed upon terms.  We look forward to being her preferred **** service provider.
  
  Sincerely,

  ***************************

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