ComplaintsforSolace Heating and Air

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2022, Solace replaced an **** unit in my home. Upon installation, there was an immediate leak that caused a dark spot on the ceiling of a first story room due to poor installation of the unit. The tech was called back to the house, where they fixed it and painted over the dark spot from water damage on the first story ceiling. The leak had never been fixed and they are refusing to fix their poor installation now. The water spot has grown larger in the first story room. On Sunday 6/30/24, I called to have a tech come out as I had felt water in the insulation beneath the unit. The first **** tech came out and said it was the condensate line, which resulted in him calling the plumber to come out. The plumber flushed all lines and there were no issues found. He texted the **** manager and landed on the issue being that I needed increased attic ventilation. He charged me a fee ($150) that should be covered in my warranty. I called, yet again, for another tech to come out and fix it. The **** manager, *********************, called me with an attitude. He questioned me immediately saying, Werent we just at your house? I told him yes but that the problem was not fixed. I explained that it couldnt be due to poor ventilation as there is another **** unit right next to this one and it is not sweating to the point of it looking like a leak. I told him the insulation underneath the unit was wet and he said that that was more information than either of his text had told him, and he would send an additional **** tech in the morning. On 7/1, another **** tech came and said it was because there was no cover on the bottom part of the unit. No one from this business has explained any of the work done today to me, although it doesnt seem that any work was done. I called ********************* and left a voicemail, which was not answered. So now I am left with a company not honoring the warranty, water damage on a ceiling, and a perpetually leaking **** unit.

  

  Business response

  07/16/2024

  *********************, I am very sorry that this issue has been escalated to this point. We are trying reach you to make sure that there are no more issues happening, and issue your refund for the $150. Thank you. 

  Customer response

  07/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***************************

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

  **********, ** 38139

  
  

• Initial Complaint

  09/24/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Dear BBB,Please see the attachment uploaded in supporting documents - this contains the details of the complaint at hand.We hope to achieve a resolution with your help. If you need any additional information, please do not hesitate to contact me or my daughter, *************************** (cell: ************; address: **************************************************************************).Sincerely,*******************

  

  Business response

  10/27/2023

  What options do we have to fight this complaint or dismiss it? This customer has been aggressive, rude, has yelled at our guys on site multiple times, all the while we have done our best to go above and beyond to serve her, just like we do all of our customers. At this point, we would like to not do any further business with the customer and have this dismissed. 

  

  Business response

  10/27/2023

  Date Sent: 10/27/2023 10:28:58 AM
  What options do we have to fight this complaint or dismiss it? This customer has been aggressive, rude, has yelled at our guys on site multiple times, all the while we have done our best to go above and beyond to serve her, just like we do all of our customers. At this point, we would like to not do any further business with the customer and have this dismissed.

  Customer response

  11/02/2023

   
  Complaint: 20649293
  
  I am rejecting this response because: 
  
  In response to Solaces answer: How is serving hot coffee, offering the use of a kerosene heater in the kitchen for workers to warm up cold hands and feet, loaning our own tools and providing our own supplies to the Solace workers considered rude and aggressive? Who would want to yell at the workers?
  
  These accusations are a smoke-screen for Solaces negligence, inadequate workmanship, lack of project completion, blatant disregard for their customers safety, and failure to fulfill their contract and warranty obligations. Furthermore, treating an elderly and disabled person like that is truly appalling.
  
  In July 2023,Solace (****) was more than happy to try to sell us additional work at the cost of $2,500 without knowing the specifics of the problem or being able to speak to the work involved.
  
  The response from Solace HVAC on 10/27/23 is certainly unsatisfactory, and we are asking for your assistance with the following issues:
  

  1) Since January 2023, we have been asking countless times for the warranties. Now, 11 months later, we still have no labor or equipment warranty for either of the 2 new systems, total invoiced purchase price of $24,050.70. These warranties are part of what we paid for but did not receive.
  
  2) From January 2023 to the present, Solace has been collecting a monthly maintenance fee from us. Based on their response on 10/27/23, Solace does not intend to honor that agreement. We are requesting a full refund ($99.63) of maintenance fees charged out on 7/16/23, 8/16/23, and 9/16/23.
  
  3) A Solace worker performed a maintenance visit on 3 July 2023. He pointed out a missing part (pressure cap to prevent Freon leakage) on the mini-split unit. When my daughter called **** around 6 July 2023 to ask about the status of replacing the missing pressure cap, he initially dismissed the issue and said that a welding process would be needed to do so. Then, he stated that pressure caps are not necessary, even if they are missing. Shortly after, we spoke again and he acknowledged that the caps are needed.
  
  To this day, we still have never received the missing components for our expensive, new equipment. Solace is continuously refusing to complete the job. After receiving Solaces response on 10/27/23, we hired a reputable company and had to spend additional money for the service call and the caps (see AirTek LLC invoice in the amount of $250.00,dated 10/31/23). The pressure caps are critical to prevent leakage of *****. We need to be reimbursed the $250.00 by Solace.
  
  4) We also need to be reimbursed the $1,314.00 paid to AirTek on 10/31/23 for regaining AC and heat into the master bedroom (please see initial complaint dated 9/24/23).
  
  5) As previously mentioned in the initial complaint dated 9/24/23, there is still the cost of $1,535.32 for incurred damages and materials.
  
  Sincerely,
  
  ***********************

  

  Business response

  11/28/2023

  ***************, I am sorry that things have gotten so sideways between us. I will look into and correct any issues that have brought about problems. The total reimbursement of $3,198.95 can be made to you and we will go our separate ways. I wish you the best. 

  Customer response

  12/04/2023

   
  Dear Better Business Bureau:
  
  In reference to complaint ID ********, we accept the reimbursement from Solace Heating and Air in the amount of $3,198.95, issued as a check made out to: *************************** (**********************************************************************************. We request that the check be mailed with a **** tracking number within 7 business days. We indeed intend to go our separate ways. 

  
  Sincerely,
  
  *********************** & ***************************

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

  ************, ** 72301

  
  

  Customer response

  12/19/2023

  Dear BBB,

   

  It has been 15 days since the last correspondence regarding the check we are to be issued (should have been sent to us within 7 days of our correspondence on 12/04/23). We still have not received the check. Can we get your help in addressing this, as well as the warranty information?

  Thank you,

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

  Customer response

  12/20/2023

   
  

  From the CONSUMER:

  Sent 12/19/2023 12:11:09 PM

  Dear BBB,

   

  It has been 15 days since the last correspondence regarding the check we are to be issued (should have been sent to us within 7 days of our correspondence on 12/04/23). We still have not received the check. Can we get your help in addressing this, as well as the warranty information?

  Thank you,

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

  

  Business response

  01/30/2024

  This has been resolved with Customer and money has been credited.

  

  Business response

  01/31/2024

  Date Sent: 1/30/2024 2:53:53 PM
  This has been resolved with Customer and money has been credited.

  Customer response

  01/31/2024

   
  Complaint: 20649293
  
  I am rejecting this response because we did not receive the refund check, as agreed previously. Solace Heating and Air credited the ***** Fargo Project credit card, but this is not adequate. The Project card is under the name ***************************, but I need to reimburse *********************** the amount of the refund check. We can resolve this matter if Solace will remove the credit and instead send me a check, as previously agreed upon. That will allow me to reimburse *********************** the money she had to pay out of pocket. 
  
  Sincerely,
  
  ***************************

  

  Business response

  02/01/2024

  *******************, I apologize for the misunderstanding, as I was under the impression the credit would be adequate. May I send you a form for you to sign for us to charge the ** account to remove the credit, then we will issue the check?

  Customer response

  02/01/2024

   
  

  Hello,

   

  Yes, that would be great. Would you mind letting me know when the check is mailed so that I can know when to expect it? Thank you!

   

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

• Initial Complaint

  08/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new central air system ******************* from Solace in June 202 for $11,000.00. There were problems with the installation, problems with cooling, and problems with heating. I was told I needed a new roof, which I had done, and I was told I needed attic insulation, which I also had done. The unit completely quit in July 2023. Management said it would repair or replace the unit at no cost to me. It's been four weeks and Solace has not returned my phone calls. Solace did provide a portable air conditioner, but carelessly installed it so that the hose that takes out the hot air keeps falling off, filling the room with hot air. The unit has been replaced by another HVAC company. I am seeking payment of $11,000.00.

  

  Business response

  08/29/2023

  ********************, I am so very sorry that your experience with Solace Services turned out the way that it has. I can promise you that we have learned from all of our mistakes regarding this job and will make sure to be better because of it. I am happy that we were able to come to a resolution yesterday. Please have a wonderful week and if you need anything further, do not hesitate to reach out. 

  Customer response

  08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***********************

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

  *******, ** 38107

  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new 3.5 ton **** system more than 2 months ago from Solace for $11K, including the installation and warranty. The initial installation on May 15th, 2023. Since than, it has been a complete nightmare. I have had 8-9 crews of people coming to fix, adjust, or completely re-do things every couple of weeks for the last 2 months. Initially, fixtures and reinstallations were done because previous installations were not done properly and here were holes and were not patched so the **** was not cooling the house. Then the entire system had to be reinstalled. Later, fixtures and reinstallations needed to be done again because of failed city inspections. During this process, my gas line has been accidentally cut and the entire **** unit has had to be re-installed twice. Each time I am assured by Solace that the problem is fixed, but each time it turns out not to be the case. Aside from rescheduling due to weather or other time constrains, I have had Solace cancel appointments last minute at least 3 times due to emergencies on their end or that they are pulled away for another job. I can understand that emergencies occur and is something that is out of their control. However, notifying me when this occurs should not be out of their control. Each of these last minute cancellations I have waited around for someone to show up, and then had to be the one that called Solace only to find out that they are not coming and did not arrange to have someone out as a replacement. The new installation has failed city inspection FIVE times thus far (3 fails for mechanical inspection, 1 fail for electric inspection, and 1 fail for plumbing inspection). Each time I am told by the inspectors things are not up to code and should have been resolved.

  

  Business response

  08/29/2023

  Ms. **** I am very sorry for the way this job has turned out. I want to let you know that this is not standard practice for our business. We have reached out to the customer, fixed all of the issues that were presented and have resolved the situation. If you need anything further from us, please do not hesitate to reach out. 

  Customer response

  09/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  **********

  887 ***************

  *******, ** 38104

  
  

*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. ↩