ComplaintsforCMAGS HVAC, Inc.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  CMAGS installed a new heating/air conditioning system in ***************************************** that I need to call and have the *************** come out for a final inspection. CMAGS claims that if I dont comply, they have to pay to extend the permit and will pass on the **** for this extension on to me. I can not believe they are telling me this 2 years later! I have started a new job and can not take time off right now. I also received a mailing that a component on my system may be part of a recall. I am going to look for a new company to service my system, but can CMAGS really force me to do an inspection or charge me for an open permit that I had no knowledge of? I am not against an inspection, especially if there could be a recall part, but I am furious with CMAGS. How is it my fault that they have some open permit that I had no knowledge of?I have done my best to be kind to these people, but have had nothing but problems with them. I have had to call them after the installation because the house was cold in one half of the house to the point where I could see my breath, and now I get this?

  

  Business response

  04/18/2022

  We pull mechanical permits for all of our jobs, the fee for pulling that permit is included in the price of the installation. The building inspectors are required to inspect the work at job completion to close the permit. Currently, we are working to close out any permits that have been left open by contacting the home owner to schedule their inspection if they haven't already. When the customer was notified she needed to schedule her inspection she was angry at the inconvenience. She explained she had started a new job and could not take time off work. It was politely explained to her that an inspection should be scheduled to fit her working hours to avoid any future charges regarding the permit. Had the permit been held open due to an error on the part of Cmags we would gladly pay the charge. However, a permit being held open because a homeowner is declining inspection is a charge we would pass on to the home owner. Once informed of this The customer said that she would not be able to have the inspection preformed until **** or July. Cmags response was that that would not be a problem. She then asked about the recall letter she received from the manufacturer. It was explained to her that she would need to contact the manufacturer as stated in the letter she received, but that if she had trouble we would be happy to assist as best we could. the attached is the email correspondence between the customer and ********************** (please disregard the emails from **** as this is unrelated). 

  We would be more than happy to assist with scheduling the inspection for the customer if they can provide a few dates and times that will work for them. My understanding is that **** or July might be a good time, we would be fine with that and happy to help you schedule. 

  Customer response

  04/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was scheduled for installation of a new condenser ($6,000)on 1/10/22 between 8:00 - 10:00. I was contacted that morning to reschedule due to several technicians testing positive for COVID. I rescheduled for 1/24 and 12/25 as it was potentially a two day job. The arrival time was scheduled again for 8:00 to 10:00. Technicians did not arrive until 2:30 on the 24th of January. The came back on the 25th, but the installation was not completed. As a result, I was told to use emergency heat until they could come back later that week. On 1/27 the owner came by to complete the installation. The work was still not completed. An additional time was scheduled on 2/3 to compete the work. I was informed the wifi thermostat could not be installed unless located on the third floor, which they noted was not optimal, so opted out of this option. Asked for instructions for the new system and was told it would be more efficient than the old one. It was set to heat mode when the owner left. He noted that aux mode would kick in when temperature drops. He noted emergency heat was no longer required. He also noted that the previous system was not as efficient and may have been running as if in emergency mode consistently. On 2/5, I was contacted by my boyfriend who reported the temperature was steadily dropping in the condo. I contacted CMAGS and was told to use emergency heat. Again, I noted this was cause my electric **** to increase. They scheduled a service call fro Monday 2/7 between 8:00 and 10:00am. I received a text reminder about the appointment on Saturday and Sunday. At 10:00, I contacted CMAGS as no one had arrived or called. I contacted them and they noted they were just about to call me. They were not sending a technician and reported it should be in emergency mode due to the temperature. However, this was not the case a few days earlier. Now CMAGS is claiming I was informed of the system requirements below 40 degrees before installation.

  

  Business response

  02/14/2022

  Customer was using emergency heat strip in her Trane air handler as primary source of heat. They requested an estimate to update their heating system. When the estimator arrived they determined that due to piping and wiring being imbedded in walls the only option to replace their heating system cost effectively would be to make their current system fully operational, I.E not using emergency heat. Cmags provided and estimate of $6,602.50 to replace their condenser, which would bring the system to be fully operational instead of continuously using emergency heat as primary source heat. Additionally our estimate included the installation of an air filter cabinet and returns for duct work inside. The system the customer had in the home currently operates optimally to heat above 45 degrees (once the condenser was replaced and hooked up properly). Below 45 degrees the electric heat strip functions as the primary heat source (which was what the customer was using all the time currently). This was explained to the customer. They understood that we would only be replacing their condenser which would make the unit operate more efficiently to heat over 45 degrees. This is because when over 45 degrees the condenser is able to efficiently use refrigerant to heat the condenser coil and work in tandem with the electric heat strip to heat the home. Condenser was fully installed on 1/25. It was explained to the customer that we would need to come back on a warmer day to fully charge the refrigerant in the system for it to function optimally. Additionally the customer was informed that we would need to send the owner to connect the thermostat. due to the wiring of the current thermostat our technician was having trouble connecting it. An appointment was made for 2/3, the owner of Cmags and lead technician came out on the scheduled day to hook up the thermostat. He determined that a hard wired nest thermostat could not be connected downstairs due to the configuration of the current wiring. the customer was given a choice between installing the hard wired nest thermostat upstairs, in the location of the current thermostat; or to have a wireless bluetooth thermostat installed on the first floor. The customer opted for the later option, a wireless thermostat was installed. Over a particularly cold weekend the customer called and informed us that her heat was not working. Our oncall technician informed them they would need to switch over to their emergency heating system, and that was working so no further appointment was needed. The customer called on Monday with questions as to why they needed to use their emergency heat. It was again explained to them that the system uses the electric heat strip as the primary heat source if the temperature is below 45 degrees. They complained that their electric **** was going to increase and it was explained that the electric heat strip was what they were using for heat all of the time previously. The customer complained that they would need to switch the system over to emergency heat mode manually if the temperature dropped. It was explained to them that bluetooth thermostats would not switch it automatically into emergency mode but that a hardwired nest thermostat would do that for them. As of now we have provided the customer with a date and time of when we can come out to recharge their refrigerant and have offered to install a nest thermostat in the location of the old thermostat. We are awaiting a response from the customer.

  Customer response

  02/23/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  CMAGS came out on 2/17 to add refrigerant and recharge the condenser.  As a result of this service call, emergency heat was no longer required regardless of the temperature.  I was informed that the unit had the wrong change over valve and the thermostat needed reprogramming.  In addition, the appointment on the 17th was scheduled for the installation of the nest thermostat.  Upon arrival, the technicians did not have the thermostat and stated I needed to order this on my own.  I was ever informed of this.  I ordered the thermostat based on consultation with them. On 2/23, they installed the Nest Thermostat.  I have not had to use the emergency heat mode from the 17th through today.  The number of days reflected in emergency heat mode was 15 days. 
  
  When I called regarding the heat issue on 2/5, Was not only told to put the thermostat in emergency heat mode, I was also told a technician would come out on Monday between 8:00 and 10:00.  I received two text confirmations of this appointment as well. 
  
  I was not informed that keeping the wireless thermostat would impact the functionality of the unit.  It is till unclear if the thermostat was a concern as the unit was working optimally after the appointment on the 17th, which is 23 days after the installation.   
  
  I believe the system is fully functional as of today, but wanted to pint out the inconsistencies in the companies response. 
  
  I also want to note that the technicians were very responsive to questions and concerns onsite. 

  

  Business response

  02/24/2022

  We went out on the 17th to only charge the refrigerant. the customer never responded to the email regarding the installation of the new thermostat. All correspondence have been in email form between the customer and our company to keep a record of what has been said. Please see the attachment showing that the customer never responded regarding the nest thermostat prior to the appointment on the 17th. additionally the customer was advised before the install began that if they wanted a nest thermostat they would need to purchase it, and that the company would not provide it. This is why they were not advised they needed to purchase their own thermostat. we installed the new thermostat on the 23rd. system is functioning optimally. Emergency heat mode will still be needed when temperatures get low, the new thermostat will change the system into emergency heat most automatically. 

  Customer response

  03/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined the issues and/or concerns in reference to complaint #********. have been resolved.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

*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. ↩