ComplaintsforValue Heating & Cooling LLC

• Initial Complaint

  07/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was charged $20,000 and I had to finish what they started. On the first day of work, they claimed to have completed the upstairs units and ductwork. However, upon inspection, I noticed that the vents they installed were not properly aligned. To my surprise, they had neglected to replace two significant runs of ductwork, each about 40 feet in length, above the garage. It seemed they attempted to hide these because they were hard to access. Things took a turn for the worse after that incident. They left wires exposed outside the box on the upstairs unit and left holes open under the unit, creating a pathway for animals to enter the basement. I had to inform them that there are plates available from **** to cover these openings. Additionally, the ductwork they installed was not hung correctly, causing pinches in the lines, and they used ductwork of the wrong size despite promising otherwise. On the second day, while working on the downstairs unit, they failed to connect the thermostat wire, leaving us with a non-functional unit. They attributed the issue to our **** thermostat and left. However, I had to take matters into my own hands and correctly wire the unit myself, despite their assurance that everything was checked. Throughout the process, they continuously blamed me for various issues and claimed to have done an exceptional job. However, I have photographic evidence of the subpar work they performed. They also promised that the new units would provide balanced heat and AC throughout the house, but there is a noticeable 7-degree difference between our bedroom and our child's room. They clearly lacked the expertise to install the ductwork and new system effectively, resulting in uneven temperatures in different rooms. Furthermore, it raised concerns when they arrived in a different company truck than the one I received the quote from, which leads me to question their intentions and practices.

  Business response

  07/27/2023

  This installation was done last year and this is the first we are hearing about any issues arising.  This was a two-system installation and the pricing reflects as such.  We installed a **** 15 seer 2.5 ton AC unit with an 80% furnace and ductwork in the upstairs.  We also replaced the condenser with a new pad, lineset flush, furnace and coil, drain pan with float switch, ez trap, plenums with taps, all new ductwork, an additional return, iwave, and 500-micron vacuum.  We also installed a **** 14 seer 2 ton gas package unit downstairs with a new unit pad, square rounds, flashing, flex back to the existing ductwork, and iwave.  This came with 10 year parts warranty, 10 year labor warranty, and a lifetime heat exchanger warranty.  The total cost for this customer was $20,000, which he agreed to.
  
  On the first day of work, the customer stated that he had a son with health issues and needed HVAC for upstairs.  We put two full crews on this aspect of the installation to get this done as quickly and efficiently as possible considering it was a full system installation, full ductwork, and all new supply grills in one day.  Our crews worked until a stopping point so they could have working HVAC that evening.  We were not finished and the customer was informed that this job was very large and would take a few days to fully complete.  
  
  At the end of the complete installation, the customer expressed his gratitude and even tipped our installation crew.  We have received multiple messages of how appreciative he was.  All of the issues the customer stated in his complaint were after the first day of the project and not when our crew was finished, which were rectified the final day of the install. 
  
  We even went above and beyond the scope of work and helped fix the issue with the customer's **** thermostat that he installed by running a new wire that would allow the thermostat to have power and run.
  
  We installed **** brand HVAC systems and parts.  In his pictures he provided, he showed his old units before his new systems were installed at which he personally took apart.  
  
  We are also partnered with ******** Plumbing, Air & Electric as a sister company at which the customer was aware of and informed that their truck would arrive with the equipment and installers.  
  
  At the completion of the installation, the customer was satisfied and signed his financing sales slip which funded the job.
  

  Customer response

  07/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  **** ********

  The business that provided the initial quote was called Value Heating and Cooling. However, when the work was carried out at our home, it was done by a different company called ******** Heating Air Plumbing and Electric. I must assert that the owner of ******** is not being truthful about the sequence of events. They failed to complete all the work they had promised in the original quote. As a result, we had to spend additional money to finish the job as agreed upon.
  We are seeking a $2000 discount to cover the expenses we incurred to rectify the incomplete work that ******** performed. Moreover, they did not go above and beyond to offer any assistance during the entire process. An evident example of their negligence is the HVAC system on the first floor, which they left non-functional due to incorrect wiring connections, as clearly depicted in the attached photos.
  Furthermore, the truck that arrived at our home to carry out the work did not match the one specified in the approved estimate. I have also documented text messages sent to the business owner expressing my dissatisfaction with their services well before filing this complaint with the Better Business Bureau (BBB). The evidence I possess, including the aforementioned photos and text messages, strongly supports my claims against the owner's misleading statements and the subpar job carried out by ******** Heating Air Plumbing and Electric.. 

  Business response

  07/27/2023

  Value Heating & Cooling and ******** Plumbing, Air & Electric are sister companies and licensed as such with the state. John ******** is a dual qualifier of both businesses, licensed, registered, and insured. Value Heating & Cooling does solely HVAC system replacements whereas ******** Plumbing, Air & Electric does HVAC service and plumbing repairs and installations. They are similar businesses but both handle different aspects of trades. 
  
  The customer was made aware that his equipment would be arriving on ******** fleet. In fact, the installers that installed his equipment work for both Value and ******** because they are just that, sister companies. His financing was through Value’s third party provider. His pricing was through Value. His installation was through Value’s sister company. Everything was verified and checked through Value. 
  
  You can see in the initial photos we already submitted that the systems are freshly installed. We take photos of our work upon completion and leaving the customer’s dwelling. We are not responsible for after installation tampering by the customer or other non related service technicians. You can clearly see that the customer opened the system and tampered with the wiring himself. Further, some of the photos he submitted aren’t equipment we even install (his original equipment he chose to take photos of). 
  
  This job was completed December of 2022 and this is the very first we are hearing of this supposed issue. The “disconnected wiring” this customer documents was previously explained in our initial response. The installation project took multiple days. After one day’s worth of work, the entire job was not finished and this is what the customer is displaying photos of. Again, please refer to our completed project photos for completed, fully functioning, and clean work. 

  Additionally, the customer was provided with a 10 year parts and 10 year labor warranty. This is a better warranty than 90% of contractors in our area because we stand behind what we do. This customer also tried to pull air ionizers we installed off of the system himself and return them after purchasing them. He also tried to go to the financing company and get a $4,000 reimbursement from them. After providing the financing company with all the documentation, they denied his attempt at ripping us off. We will not be paying the customer anything as we gave huge discounts up front and installed everything below market value to fit in his budget he expressed. We also did everything correctly and honor our warranties. The customer has tried to scam us on the air ionizers, scam the financing company, and is now trying to leverage the better business bureau for a completely different amount to scam. 

  It is extremely strange that this customer has not supplied any receipts or documentation for this supposed additional money the customer has had to spend to "fix" what we installed. We stand being what we do, period.

  Customer response

  07/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  **** ********

   

  After shelling out $20,000 for this unprofessional and subpar job, I was left with no funds to address the numerous issues they had caused. Thankfully, I have some handy skills, which allowed me to rectify many of the problems on my own, surpassing the capabilities of the previous contractors. However, before attempting any fixes, I sought the assistance of another reputable company to assess the installation's flaws. They provided valuable insights and even performed some necessary repairs. Attached is the documentations of the work carried out by the second company, totally 833 dollars!  
  
  To expose the dishonesty of this company, it's essential to note that they repeatedly claim ignorance regarding my dissatisfaction with their work. However, right after they completed the job, I contacted the financing company as he has stated to express my concerns about the unprofessional job they had done. In response, they guided me through the process of disputing the incomplete work. Therefore, it's evident that the person making these claims is not being truthful since I have been actively trying to address the situation ever since they left my first floor without proper heating and cooling due to their incorrect unit installation.

*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. ↩