ComplaintsforA-1 Finchum Refrigeration, Heating & Cooling, Inc.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a home back in 2022 and the HVAC unit went out on 4/2022, they came out to repair it and in another month I had another issue and called them out again in 5/2022, I then had another breakdown later in the year and I had to call them again! They told me that the technician that came out was fired that installed and looked at my unit. They FINALLY got me situated until the upstairs unit went down in 2023, once they fixed it, we did not have issues until we had our crawlspace inspected and they found that one of the vents was not installed properly and was sagging. I called A1 just for them to tell me I would be on the hook for their labor bill for the repair. This is not standing by your work and its cause my crawlspace to get mold in it.

  

  Business response

  05/22/2024

  Mr. ********* system installation was installed in two phases.  The first phase was was in November 2021 and this is when the ductwork was installed.  Shortly after this install, the home went through a MEP Mechanical inspection by Knox County state certified inspector and passed without issue. In January 2022, the second phase of HVAC installation occurred and then was subject to 3 total inspections that reviewed the installation of the HVAC system.  The first was a final mechanical inspection, the second a gas final inspection, the third was a state electrical inspection and all three passed without incident.  This allowed the builder to gain the necessary CO, Certificate of Occupancy, certifying that all parts of the build process, including the HVAC, were installed to County, State, and Manufacturers specifications. Yes it is true that Mr. ******* had several follow ups for items of repair during his first year of living in the house, which A1 Finchum responded to and repaired to no cost to the homeowner.  The last mentioned incident was in September of 2023, where the technician found water in the drain pan caused either by a clogged drain line or lack of air flow caused by a dirty filter.  Either case, this wasn't on an equipment failure rather lack of maintenance.  At this time, the homeowner purchased a maintenance agreement through A1 Finchum covering him for future issues until February of 2024. When Mr. ******* contacted the office about the issue with his ductwork, he was advised we would correct the issue at a cost of a service call as his 1 year labor warranty and his 2nd year extended warranty from purchase of the maintenance agreement had been expired.  He stated it was an install issue and was advised of the passed inspections and we would not be coming to do so for free. Mr. ******* began to threaten legal action and was advised that he could contact our attorney provided he gives us his attorney information.  He refused so we ended the conversation.  After additional review of Mr. ********* service records, it was discovered he had one additional visit remaining for his maintenance agreement and was contacted and offered to use this to correct his issue.  He refused.  At this point, Mr. ********* complaint is unfounded and should be removed as A1 Finchum has met all state, county, and manufacturers' requirements for installation and stood by the workmanship for a sum of 2 years. 

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A1 Finchum is under contract with my builder for the first year warranty on my house that was built in May of 2021. On closing day, the downstairs unit froze, starting a nine month saga with A1. Of the course of the next 10 days, 10 different technicians came to the house alleging everything from a simple freeze to a leak from the attic that would result in them completely removing the siding from my house. During this process, they ended up breaking both units and I ended up with no air in the middle of summer. Once they finally corrected, the fan on the downstairs unit blew continuously from June 15-January 7. We finally got a technician out to the house again, and after explaining everything that had been done/what he was here to do, he had been given no instruction or background on the issues of the house. He "fixed" the fan issue, but here we are a week later and the unit has gone out again. Once my warranty is up, I will NOT be using A1 Finchum ever again. I would appreciate you reaching out.

  

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2022/01/20) */ C Our records indicate that this customer called A-1 Finchum several times after moving into the house in May 2021. Each time the unit was inspected thoroughly and any issues found in the operation of the equipment were resolved. I am unaware of any siding being removed from the home. A-1 Finchum Does not install or remove siding from customer homes. Based on our review of any and all service calls, no further system failures occurred between July 8th when we changed the blower motor until the failure during January. After a service call was made in Jan. 2022, all service records were pulled and reviewed it was determined that it was best to replace the indoor equipment. I called the customer on January 17, 2022 at 3pm and we all agreed to replacing the HVAC Unit. The customer wanted it replaced that day. I explained that unit was ordered and would not be available until the next day. The customer was not happy that we could not do the install the same day . The unit was replace on Tuesday, January 17,2022. A-1 Finchum Heating & Cooling, INC has been in business for 40 years & have had a complaint free A+ rating with the BBB.

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