ComplaintsforSignature HVAC

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company installed a new furnace and air conditioner in my home in 2019. About a year ago I installed new thermostats, and paid for a service call from the company to verify they had been installed correctly. I noticed later that my furnace wasn't always heating the house as I expected but it was intermittent, the house would eventually warm up, and I didn't think much about it. This winter I started noticing the same behavior. I called the company and asked to speak to a service manager about the problem before sending out a technician. I didn't want a technician to come out because the problem is intermittent and most likely they would not see it, so I wanted to discuss it first. I have talked to the company 6 times this week trying to get a call back. At one point they put me through to the service manager's voice mail and I left a personal message but nobody has called back. They claim they did call me once and I didn't answer, but I was very available at that time and my phone does not show a missed call.

  Customer response

  02/07/2022

   Someone from Signature finally did return my call (over a week after my initial call and after calling in 6 times and them refusing to allow me to speak to someone, but whatever ...).
  
  This issue has been resolved.
  
  *******************

• Initial Complaint

  10/25/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 9-1-21, my basement was flooded due to the Remnants of hurricane Ida. Due to the flooding, I was required to have my furnace, ac unit and water heater replaced. I called signature heating and cooling to replace those units. They came on 9/3 and 9/4 to do the work. They were supposed to raise my water heater off of the ground which never got done. On 9/4, I spoke with ******* who told me the job was completed on the furnace. On 10/6, I received a call saying they needed to inspect the unit. ***** came on on 10/7 and found that the job was never completed and the furnace was never vented. He informed me that he contacted his supervisor ******************* and also sent a picture to the installers and said what the **** is this. At that time he told me he turned off the gas. He explained that if I would have turned on the heat, carbon monoxide would have been flowing through my home. I texted **** and told him how disappointed I was in his company. I explained that they are the experts in this field and this deadly mistake should not happen. **** told me he would have someone out to correct it and he would do whatever to make this right. I told him I didnt want the same people come to my house to fix it. On 9/16, he sent the same installer to complete the job after I told him I do not trust them. During that visit, Connor said that the job was not completed on 9/4 and that **** was notified and someone was supposed to come out the next day, which never happened. After Connor fixed the mistake, I asked **** for a refund for the installation. He asked me what did I think was a fair refund. After doing research on what installation was charged, I asked for 4K-5k. **** told me that the gas was off and that he would now not be issuing a refund but would extend my warranty. This has been a terrible experience- from the lack of “professional” technicians who made what could have been a deadly mistake to the company saying they would refund and then not following through.

  

  Business response

  01/25/2022

  **************, we are sorry about the experience you had with our company during a very difficult time.

  On 9/2/2021 we dispatched our comfort advisor **** to your home to find your furnace and hot water heater were completely destroyed by Hurricane Ida. We did everything we could to act quickly and dispatched 5 team members to your house at 12pm on 9/3/2021 to install a system with a focus on hot water and air conditioning.  We had 2 members return on Saturday 9/4/2021, on their regular day off, to continue the work at your home, while at the same time performing free pressure tests for some of your neighbors so **** would turn their gas back on and get them heat and hot water as well.    
  

  We recognize the situation was very challenging not only for you but the entire neighborhood, and we were trying to help as many customers as we could get their heat and hot water back on.
  

  We accept full responsibility for the miscommunication between our team in the field and our office on the status of your job since it still was incomplete. When we returned to finish the install and do the final checks on the heater, you relayed to us that you feared there was a safety risk if you had turned on the heater, which at that point it had not been, but as we tried to explain to you on multiple occasions this was not possible even if you tried because the gas valve inside the new furnace was in the off position which is how it comes from the factory. There was no safety concern with the furnace because it could not fire.

  We came back for a third time and completed the job on a Saturday that you said would work for your schedule and the installation was 100% completed that day and everything was in safe working order when we left.  As we discussed on multiple occasions after the install was completed, I was willing to work with you on some type of discount or extended warranty to accommodate the miscommunications on our end, but the amount you were looking for of $5,0000 was not reasonable as we had fulfilled our contract 100% and you had a fully functioning furnace that is still heating your home as of today.  I am still willing to work with you on some type of discount or extended warranty, but the way we left our last conversation was that you threatened to sue us if we did not agree to your amounts, which is where we decided to leave the situation up to the lawyers. 

  Customer response

  02/16/2022

  ****, 
  Your account of the situation is completely wrong about the safety risk. After your team left my home on 9/4, I was informed that the job was completed. On October 7, 2021 (a month after the installation should have been PROPERLY installed), Randy came out to my home to inspect the what should have been a “completed job”. YOUR worker, Randy, was the one who informed me that my safety was at risk and that the job was not completed. He shared with me that the system was not vented. I asked what does that mean because this is not my area of expertise and he said that if I would have turned on the heater, carbon monoxide would have been flowing through my home. He indicated that he contacted you and the installer to ask them “what the hell was this” because the job was not done and there was a risk. Randy said that your company would come out and fix it. I asked that Randy be apart of that and was told he would. I texted you and Josh that morning and explained how disappointed I was in your company for putting 
  
  my safety and my daughters safety at risk when I put my trust in your “professional” expertise. You called me immediately and apologized for this incident occurring. You said several times that you would do whatever to make this right and your team would come out whenever I was available to fix the job. I requested that Randy come because I didn’t trust the other guys on your team and you ensured me that Randy would be present. The day before the scheduled fix, you texted me at 6:56 pm to tell me that Randy was no longer available to come because he was in the hospital. You sent over the same person who originally made the potential deadly mistake if I would have turned on the heater. You asked how you could make this situation correct, and I asked for a refund for the installation because the installation was not done properly the first time. You said several times that you could not give me an exact price on the installation and asked what would I be looking for. Because I am not being in that field, I kept asking you for you to be honest about your installation price or a fair price that you were willing to pay to reimburse me for the potential deadly mistake that your team did. When you continued to ask me what price I thought was fair, I asked several HVAC contractors in the local area (most whom work for smaller companies) what a typical installation cost. I reached out to these companies to give you a fair price because you would not give me a number. The number I was given by several companies was in the $4-5k range. I proposed that number to you. It wasn’t until I gave you that number, did you then turn around and say that there was no safety risk. The day that Connor came to fix the installation (that was not properly completed the first time), you never once said there was no safety risk. You also never once came to my house to see the job that Conner and your team “completed” the first time. You went off of Randy’s word, who is employed by signature, who said that the installation was not done properly and that it was never vented. Randy was the one who indicated that there was a safety risk. Again, you never denied there not being a safety risk until I gave you a number regarding what I wanted refunded for the installation. It was at that point that you then changed your entire story and said there was no safety risk and that your company would not refund me; which was NOT what you were saying after Randy completed the inspection or after Connor did the venting. I gave you a chance to tell me and to be fair and say what your company was going to do for a refund. You never said that I was not able to get a refund; you asked on several occasions (I have emails to prove) what monetary amount I was looking for. After receiving the amount that I thought was fair based on other HVAC companies, you back Peddled and offered me an extended warranty. I have already told you that I don’t trust your company to service my unit so why would you offer that after you were already in agreement with giving me some kind of refund?
  
  In your response to my first complaint, you said once again that you are willing to give me a discount; so what discount are you willing to give me after your company left my daughter and myself in a potential deadly situation

*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. ↩