ComplaintsforTeam Enoch

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vendor instead of calling me back and answering my questions has placed a lien on my home. The *************** placed a lien on my home in less than a week from service and I want it removed at their expense. The vendor has been paid in Full for the service.

  

  Business response

  04/09/2024

  ****,

  The reason why the lien was placed on your home is because you are in the process of selling your home (which thankfully you disclosed to us) and you told our customer service agent that you were not going to pay the invoice because of a cost that is very clearly stated in the estimate.   If you had sold your house w/out paying the invoice we would have no recourse whatsoever and would lose $2,800.   In fact, last year we had a very similar situation where someone was selling their house, had a full system replaced, never paid the bill and we could not (nor would we) hold the new owner liable.  

  Nevertheless, whether it was the lien or simply your change of heart you paid the bill in full which we greatly appreciate.   AND your lien was immediately removed.   No doubt it cost us money to place the lien but it was well worth the piece of mind of you paying your bill.  Thank you again for doing so.    In order to ensure ALL of our customers receive the best possible pricing and values we do every thing in our power to avoid scenarios where we have a full write-off - especially on bigger jobs that would really hurt to not be paid on.   

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The compressor of my AC was burnt. This company came and replaced the compressor. In three days the new compressor was burnt again. Apparently they did not figure out the problem or didn't install it correctly. So I refused to pay. Now they are trying to put a lien on my house.

  

  Business response

  07/25/2023

  *******,

  I understand your disappointment.  However, please kindly acknowledge that we warned you repeatedly that it was not a good idea to replace just the compressor and advised you to at a minimum replace the entire condenser / coil.  In fact, even in the estimate itself that you approved it's clearly stated that we cannot warranty the repair you insisted on due to the condition of the system.   Please review this verbiage which is the very first thing we put at the top of the estimate.  Why do you feel it's justified for us to be held accountable and unilaterally lose for something that you were aware of the risks and were advised against and decided to proceed anyway?    

  Furthermore, we have offered to do the replacement at cost and write off any profit associated with the job.  You declined every single compromise we attempted to pursue with you.  If you would like to revisit this feel free to contact us but our estimate is so clear in emphasizing the risks that I do believe it's in your best interest (and ours) to find a resolution that is as fair as possible.  As with all prior correspondence we are responding to you immediately.   

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Team Enoch in 6/2020 to install a new HVAC system and all new ductwork at my home. The system is warranties for 10 years with Enoch giving committments to honor all work. After 32 months and repeated calls to Team Enoch my system has failed. Starting in February 2023. I had 3 indecent licensed HVAC professionals come to diagnose the problem. All 3 stated that the system was installed incorrectly causing the system to fail. I was also sent pictures showing that the ductwork had not been replaced, rather portions of new were taped and connected to the old. I contacted Enoch several times via phone and email communicating with ********, the company head. He refused to honor their committment to quality work. He refused to even come out and examine their work without me paying additionally. ***** stated I was trying to get "free labor". Which I am not. I simply wanted Enoch to take care of a problem that I am being told is their fault. In one of *****' emails stated he would have "aggressive pricing." To me this implies an unwillingness to work with me the customer fairly. Thus far. I have had no resolution to this problem. Summer is coming without the heat pump and air conditioner I paid for.

  

  Business response

  03/20/2023

  ******,

  Thank you for attaching the photos of your ductwork.  To be clear, we did not replace the ductwork in your home when we installed the unit 3 years ago.  ******** replacement is a separate job from replacing the central **** unit.  I agree that the ductwork could use repair or replacement but as stated in our correspondence we will not do this for free.  It's a completely and totally separate project and even though the ductwork is indeed attached to your system it's not part of the central **** system project we performed for you.  This would be a similar situation to having a water heater replaced and years down the road you have an issue with the water line attached to the water heater - the water line is indeed connected to the water heater but it's still a separate project.   You are important to us and we would gladly replace your ductwork (at our typical unbeatable pricing).  Let me know if you'd like quotes for this - our quotes are built in such a way that it should be easy for you to compare with our competition.   

  
  I would love to find a resolution for you but we simply cannot do "any" duct repair or replacement work for you as 'warranty' for the **** replacement.  You have made the contention that your ductwork was the cause of a recent manufacturer weld failure in the evaporator coil.  I assure you that's not the case.  Again, that's like blaming a nail in your tire from a broken windshield - there just isn't any relation whatsoever.  

   

  Kindest Regards,

  Miles

  Customer response

  03/25/2023

  Complaint: 19620731
  
  I am rejecting this response because:
  The attached invoice clearly shows that -I was charged for and paid for the installation of new duct work. The invoice says 5 tons.  I  currently have a 2.5 ton and was to get a 3.5 ton but Enoch installed a 4 ton unit. The work order given to me on 6/5/2020 also shows ductwork  was installed.

   

  I was given 2 reports by 2 licensed HVAC companies that indicate that 'the ******* unit installed in June of 2020 failed because the installer (Enoch) did not install sufficient return or supply air  required for the 4 ton system to operate as manufactured. This directly led to the system failure after only  2.5 years.

   

  The statements made in response to thus complaint were inaccurate as the proof indicates.

   

  Enoch has refused to accept any  responsibility and actually appears to have defrauded me or there has been  negligenc or incompetence. 
  Regards,
  
  *************************

  

  Business response

  03/30/2023

  ******, you attached photos but you did not attach the estimate/invoice.  I think you may have clicked on the wrong thing.  Please kindly take a closer look at what you requested/approved.  We did not do "any" ductwork whatsoever on your 3.5T unit.  You requested portions of accessible ductwork on the "5 TON" unit to be replaced which we did do.  You paid $2800 and we replaced 12" returns, 9, 6, 7, and 5 inch supplies.  We utilized 11 bags of ductwork and it's all clearly spelled out and visible in your attic.  In no way, shape or form did you pay nor request to have all your ductwork replaced. 

   

   You're also mistaken on the system as well which I don't fully understand because the 3 year old system is outside your house right now so you can review it at any time.  The system we put into your home is very clearly a 3.5 ton heat pump system (16 SEER) exactly like you were quoted for $5,930.   There was no mistake installing the wrong system.   If you have any doubt about this whatsoever you do not have to rely on what other people say.  You can go outside and take a photo of the tag on your outdoor unit and type it into google.  I will also attach it to this response if for any reason you're unable to take a photo to make it easier for you.  

  I hope this helps you.  

  Customer response

  03/30/2023

  Complaint: 19620731
  
  I am rejecting this response because:
  The unit in question is in my attic.  As I am sure you understand, there are 2 parts to the **** system one part outside and the air handler in the attic to which the ductwork is connected.  I have no "5 ton unit" 1 2.5 ton system and the 3.5/4 ton system Enoch installed. Enoch's responsiblity was to professionally install both comp-ronents of my **** system, both inside and outside. As a senior citizen, I do not routinely go into my attic. I did not see or review the portion in my attic, the unseen work Enoch was supposed to do and did not which let to system failure:

   

  1. Replace ductwor2. Ensure sufficient return and supply to operate the system correctly and efficiently .

  3. Perform an inspection to ensure all work was performed to industry standards

   

  None of these things were done thus my internal (attic) system failed because Enoch failed to perform to industry standards and even meet what I paid for.

  So, Miles I could not see the air handler portion of  my system. Your attitude continues to be one of either incompetence or your expectation that I have absolutely no understanding of what has occurred and the work your company should  have provided.
  

   

  *I confirmed that the invoice was indeed attached along with pictures of the work that was not done. I received your general email about your conference attendance and disgust of how other companies "Rip people off" via financing. Your company has done the same by not providing not only good quality work but actually what was paid for. Your continuance to accept responsibility for poor and inadequate work testify to this.

  I

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

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April of 2020 I had a brand new AC system (******* 5T heat pump system) put in by Enoch (**************************************************************. On 09/28/2022 I contacted Enoch due to the outdoor system not turning on. They had two techs sent out that said there were multiple issues with the unit and it should be replaced. I was told by the second tech I was getting a new unit after he called his boss. I called them for an update after the weekend and they said they were emailing the manufacturer to see if their warranty would cover the unit. The manufacturer told them they would not cover it and now all the sudden Enoch is claiming it was an electrical surge that messed up some of the units parts. They are asking that I pay $1800 for the labor to fix the parts. I confirmed with my city that Enoch did not pull a permit for my install and therefore cut corners when it came to my outdoor units installation. Their techs stated they found multiple issues including, it was installed too close to the house (9in), had burnt marks on board and disconnect, a leak in the suction, and compressor had bad wiring. I had a city building inspector come out who said it was not an electrical surge like Enoch is claiming. They did a lazy/unprofessional job installing the outside unit and are now wanting me to pay labor for something they did not pull a permit for in the first place so they could cut corners. I have been without AC for over a week now. I would like Enoch to replace the unit like their techs said should happen or fix the parts without charging me for parts they installed in a lazy and unprofessional manner. This brand new two year unit should not have this many issues. I have attached photos of the outdoor unit, original invoice and work order, and the two orders done by the two techs that came out and why they felt I should get a new unit. Neither tech said anything about an electrical surge being the issue.

  

  Business response

  11/10/2022

  ********,
  
  We are sorry for the issues you're experiencing on the heat pump system installed in April of 2020.  You have been in contact with our mechanical lead and are awaiting to hear from you on how you would like to address these issues.  
  Your unit was installed 2.5 years ago and the principle issue you've experienced from your system is due to a significant electrical surge which is very evident as pointed out by **************.  It would facilitate maintenance if we moved your
  condenser 3 to 4 inches further away from the wall but in no way does that have any correlation with the burned components on your system.  Your labor warranty expired well before you experienced this event that took place which is why we are
  charging for labor for the repair.  Nevertheless, you're welcome to reach back out to us any time to determine if there is any work that can be done on what you were quoted by our service department.   It is also inaccurate that the manufacturer will not cover the damaged components.  

  The photo you attached is of a disconnect (a $14 part that an electrician clearly pulled the disconnect) and you also sent a photo of a dirty condenser.  At no point over the past 2.5 years did you call us out to clean your equipment nor did you opt in to our maintenance contract.  We replaced your 5T full heat pump system for $5890 and it comes with a full 10 year equipment warranty.  You did not purchase the extended 10 year labor warranty (which protects you from events like this).  Nevertheless, we are confident we can get this issue resolved for you peacefully and w/ minimal financial impact.  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Service: July 29th I called Team Enoch since my hvac unit stopped working. A video was sent to the Enoch team, so they could prepare the repair. A technician called "*******" arrived at my residence and claimed that the capacitor was damaged. After changing the capacitor, the technician left my residence claiming it was working when it was not.The unit did not even start (after the capacitor replacement); Shortly after I called the superior of the technician ******* he indicated that it could be the motor. While exploring options on the phone about next steps, I asked that they would not include the replacement part that should not have changed and that the bill would be adjusted accordingly. **** indicated that if in the process of diagnosing, they had to repair "healthy" parts, I would be obligated to pay for them. This is where the disagreement starts, I agree on paying for the service and the faulty parts, but paying for parts that should have never been replaced, is not something any client should be obligated to. I would appreciate if the Team Enoch adjusts my invoice to the diagnostics fee or service fee and that they collect the part that should have never been replaced.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an HVAC replacement service for $5681 and the installers forgot to connect a drainpipe. 10 days later, I discovered water damage on the ceiling below the newly installed unit and contacted Enoch for repairs. It took a month to get someone to repair sheetrock and then the contractor used a spray primer that had a horrible odor that did not go away 6 hours after application (even though the contractor said it would smell for an hour) with all windows open, fans and air purifiers on high. I have a one-month-old baby and upon calling poison control and the baby's pediatrician's office and reading them the label from the aerosol can, they instructed us to leave the house for twenty-four hours. I proceeded to call Enoch three times the following week to get them to finish the job (the ceiling still has not been repainted) and when I finally got the owner on the phone he lectured me about how he runs the business on low margins, they "damage sheet rock every week" and we need to have "a give and a take" relationship. He then refused to reimburse a $234 charge for our accommodations the night we had to leave the house. Apparently, paying for a job to be done without damaging my property is not a "give and take". Enoch doesn't seem to mind performing inconsistent work because they can't keep up with demand for their low margin services.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called about a leak, possibly a slab leak and because I've had 3 plumbers already. I specific requested them to use the listening tool to listen for the leak that is visible thru the floor. The plumber did come out but did not use the tool as requested pre-hire for $160 service charge. (I was not there my husband was). I shortly received the invoice for a job that not completed per pre-hire. I called and talked to ***** and explained I did not get what I paid or asked for. His reply was "my ****** said he would pull the carpet back and look" I replied " I hired you to find a leak that wasn't found"! He went on and continued to repeat my husband words. I simply asked, If my husband could do the work, why would I need to hire them as professionals?

  

  Business response

  11/29/2021

  Hi *********************.  I'm so sorry you were displeased with our service.  I'm looking into your user account and it appears you were never charged for our leak detection.  Please kindly give me a call at ************ to confirm this is indeed the case.  I don't see any outstanding invoices for your account.  

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Team Enoch installed new water heater on 06-23-2021. On 08-18-2021 I called them to fix my water heater pump that was not functioning. They came and showed how how to programme it . Since it is a brand new installation, parts and labor are covered for ******************************* this attached invoice for $150. I have pleaded with them to waive it, but of no avail. I have not paid them and they are threatening to send it for collection.I would like you to help me waive this collection. Thanks for your help

  

  Business response

  11/29/2021

  Ash,

  
  We have tried calling you and e-mailing you to discuss this and have left multiple messages.  Please call ************. 

  Customer response

  12/01/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They had prematurely billed me and now I request BBB to remove this complain completely. Issue is settled and thanks for the help.
  
  Regards,
  
  Ash Merchant

*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. ↩