Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  New Hvac unit installed 6/17/22. Problem resulting in water back up cutting other unit off as protection. Both companies called but able to get the other company first costing $118 to say not their problem. Had to wait for IME tech to show. He is here less than 5 min and installer comes next day to correct problem. Called for compensation for my inconvenience and charges incurred. No return calls X 2. Tune up on 6/18/24 revealed low freon. Called IME. Texted from ****, charges to come out $89 and $150 per hour. He would have manager call in AM. Called by ********* who told me a warranty would not be extended but he could send someone out. I told him I was not paying for that and that I would be filing a complaint. I obtained and independent evaluation from ***** Brothers that demonstrated there was no leak in the unit but the unit had not been charged up the manufacturer's specification at installation and was short of over a pound of freon. I paid $187 for this. As this was the failure of IME to properly install this unit, I want my $187 reimbursed to me.

  

  Business Response

  Date: 07/24/2024

  ********,

  I show on record we did an HVAC changeout in June 2022 and had it inspected by the city and passed.  At the time of the changeout you were given a 2 year labor warranty.  You chose to hire another company to come out and work on our equipment and said the unit was not level.  At that time we could have voided your labor warranty with us since you had another company come and work on our equipment, but decided to proceed as normal. We came out to verify the unit was installed correctly and rectified any issues in September 2022. Since September 2022, we have no record of maintenance, warranty or service on the system we installed. Your labor warranty expired with our company in June 2024. We do not offer extended warranties.  You signed the proposal agreeing to this. We will not reimburse you for hiring another company as you never gave us the opportunity to come and check anything (at no charge during your 2 year labor warranty period), nor did you report any issues with your HVAC system for almost 2 years. If the unit was undercharged it would have never cooled properly from the day of install.  

  Customer Answer

  Date: 07/24/2024

  I am rejecting this response because 1) the initial installation was faulty from the beginning as *** mishap resulted in shutting off of all units and they were not available to discern an electrical cut off due to their faulty installation that was not corrected until September 2) they failed to document the two phone calls that were not returned because of what had happened, 3) installation date of June 17, 2022 (called June *******) and was texted to be charged $89 plus $150 which I refused to pay, 4) this demanded an independent investigation because I learned they could not be trusted and would most likely charge me for their own failure, 5) It seems to me they have problem with their subcontractors and are unwilling to take responsibility. I hope the subcontractors are not trying to keep the freon for themselves to sell.  Under the *** contract, they would not be responsible for the freon. What a great way to make money off clients by sub optimizing the manufacturers specs to make more money. This unit is rarely used but it was not optimally cooling. I am voicing a very valid concern.

  

  Business Response

  Date: 07/26/2024

  ********,

  At the time you hired another company to work on our install (2 times) you were still under our labor warranty, so when you had problems with it, you did not give us the opportunity to try to remedy the situation prior to your warranty ending with us. Also we installed a high pressure system that if freon was not at the correct levels or leaking it would have been obvious from the initial install within weeks, or a month.  Our technicians and installers do not take freon out of systems.  Your system, when purchased comes pre-charged, meaning the right amount of freon is already in the system. The only freon that would be needed for your install would be for your lineset.  Our technicians use gauges to determine the levels that are needed in the time of the install for your lineset while running the system, checking these levels, to make sure everything is working according to manufacturer specs.  Freon is a billable item that is not included in your changeout and the reason it is not covered is because it something we have to purchase therefore we have to charge for it.  I would like to invite you to call other HVAC companies to verify that freon is indeed a charge that is charged to a customer.  Manufacturers do not cover it either. You signed the invoice agreeing to our terms of a 2 year labor warranty that you chose to not use. It is unfortunate that you had to pay another company (2 times) when we would have come out for no charge because you were still under our 2 year labor warranty.    As stated before, we will not reimburse you for the other company coming out since you did not give us the opportunity to fix it. 

  Customer Answer

  Date: 07/27/2024

  Unfortunately, there was no documentation of any sort given to me at installation to verify what has been said as truth. I just know you failed the city of Arlington code compliance, you caused an electrical failure in my home that necessitated me paying someone else so I would know the safety of my home as you were not available until several days later ( I would not be so careless to wait for you or anyone else when I dont know whether or not my home is in jeopardy when it involves electrical) I at least was granted reassurance with the etiology of the problem verified was from your install and how to safely proceed. Your technician came out when he was available and the day after he came the installers returned to correct the problem causing the protective electrical failure. You all decided not to return my calls because you knew I was upset after what had happened.

  
  For your info from installer note:
  All condensing units come "pre-charged".This is the manufacturers way of knowing it started out good.Some systems have enough charge to them that initial start up is fine but must have some added at "point of sale" I've installed many of these over the years and have had a few problems but never due to over pre=charge.Most need to be added to because of line length or drop.Don't fret this.It is a normal thing and does save alot of time on the install/retrofit.

  
  Based on your charges : Service fee $89 Hourly $150 Coolant charge ?? as this was not a part of the warranty I also said I was not going to pay that

  
  It seems I might have saved myself money utilizing ***** Brothers to assess and repair a problem that should not have been an issue in the first place.
  It is obvious to me, there will be no resolution and IME was a big mistake.
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 07/29/2024

  I am rejecting this response because:   Unfortunately, there was no documentation of any sort given to me at installation to verify what has been said as truth. I just know you failed the city of Arlington code compliance, you caused an electrical failure in my home that necessitated me paying someone else so I would know the safety of my home as you were not available until several days later ( I would not be so careless to wait for you or anyone else when I dont know whether or not my home is in jeopardy when it involves electrical) I at least was granted reassurance with the etiology of the problem verified was from your install and how to safely proceed. Your technician came out when he was available and the day after he came the installers returned to correct the problem causing the protective electrical failure. You all decided not to return my calls because you knew I was upset after what had happened.
  
  
  For your info from installer note:
  All condensing units come "pre-charged".This is the manufacturers way of knowing it started out good.Some systems have enough charge to them that initial start up is fine but must have some added at "point of sale" I've installed many of these over the years and have had a few problems but never due to over pre=charge.Most need to be added to because of line length or drop.Don't fret this.It is a normal thing and does save alot of time on the install/retrofit.
  
  
  Based on your charges : Service fee $89 Hourly $150 Coolant charge ?? as this was not a part of the warranty I also said I was not going to pay that
  
  
  It seems I might have saved myself money utilizing ***** Brothers to assess and repair a problem that should not have been an issue in the first place.
  It is obvious to me, there will be no resolution and IME was a big mistake.

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  07/19/2022 IME installed 5-ton unit HVAC, paid in full for $6230 upon completion. 08/21/2022 the unit auto switched from cool to heat and emitted burned odor. found water leak from coil box and air duct and leak to the floor (ceiling). IME came to contact the plumber for the air drain. contact Strimatter plumbing, paid $422 for air drain and p pipe. Yet, water still sits in the pan. reported to fire departments on 08/24 & 08/25 regarding the smell and physical discomfort: burned and dried eyes, numb lips bitter taste called fire department two hours after windows opened and fans on. The fire department found nothing burned but suggested getting a second opinion about the HVAC. 08/29/2022 Retained ABC HVAC, found IME installed HVAC inappropriately. IME came back several times unable or unwilling to fix the issue. HVAC OFF to avoid further issues.09/05/2022, Mom to ER with high blood pressure and infection. toward the end of September, the 2 ton unit , also installed by IME started emitting air that caused dizziness. 10/02/2022, my friend visited after 5-minute experience the eye burned and 25 minutes, lips burned. We called the fire department. A gas leak was found around the 5-ton unit, mom was taken to ER with high blood pressure and nausea. Atmos came on 10/03/2022, detected gas around the unit and locked the meter and told us to call the plumber. Contact AM plumbing, the plumbing said the entire house gas line needed to re-pipe, which will be $4000. Pending on funding to re-pipe. Since 10/02/2022, no AC, no gas, only rely on fans and opened windows.

  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/10/12) */
  *****,
  
  We have been to your home a total of 9 times since the install on 7/19/2022. We sent 3 technicians, an HVAC supervisor, the City inspector, and 2 trips that you refused medical both times for from the fire department. We requested documents from the police department as well as the fire department that we have now in your file. We have spent countless hours collectively at your home with all of those above people listed and nobody has experienced the same symptoms that you are experiencing, nor in all the years we have been doing HVAC have we had one single customer develop any medical issues from an HVAC changeout. The fire department both times used thermal image cameras as well as gas detectors and couldn't produce any results. We have had several technicians come out and use gas detectors as well with no results either. We also installed a carbon monoxide detector in your home for piece of mind for you. We have responded to every single time you have called and came to your house. You have filed a claim with the manufacturer that we have been speaking with as well. The city inspector passed *** install only asking that we install a second float switch and to fix an air leak that caused condensation (both items completed). The city inspector did not note an improper install despite the opinion from the other HVAC company you chose to hire yourself. The fire department was called out again to your home for the 3rd time and this time they found a gas leak in your attic only and put a lock on your system and shut it off and advised you to contact your gas company and a plumber. You contacted us yesterday to come because you said there is a freon leak. There is no way to determine a freon leak without using the proper tools to determine that, so I am not sure how you came to that conclusion. We were scheduled this morning to come to you home and you told the technician you didn't know of the appointment when you confirmed it with us yesterday when you called. You are demanding we rip out all equipment, give your money back, pay someone else to install it and reimburse you for medical that so far hasn't produced any proof that we are even liable for any of this. If the plumber is recommending to redo your gas line that has nothing to do with us. We never ran your gas line. They did not say it had anything to do with HVAC, only the gas lines that are existing in your home are leaking. Whenever you have the plumbing lines redone as well as the gas company turn on your system, contact us to come back out for the 10th time to verify the system is operating just as it has been with no problems.
  
  
  Consumer Response /* (3000, 7, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  please see emails.
  To all:
  Update notes 10-13-2022
  
  I turned on both HVAC yesterday late afternoon, 10-12-22. To see if without gas how both machines run and keep the windows open. The air drain under the sink still emits strange fumes irregularly. Nothing improved even without gas.
  
  Pattern of Abnormal function from HVAC
  
  Started on August 21, 5-5on HVAC auto switch from cool to heat, emitted strange fumes from the system, caused physical discomfort to homeowner. Toxic air continued with smell. Use fans and keep windows open.
  
  Late September, 2 ton-HVAC started emitting air that causes drowsy air. Then turned into similar toxic air and caused physical symptoms.
  
  On October 2, the third time called the fire department and found gas leak around the 5-5on unit. Gas turned off and 10-03-2022 Atmos kept it locked.
  
  No AC. No Gas since 10-02-2022.
  
  Starting on 10-05-2022, the homeowner started the physical symptoms, dried and burned eyes, burned throat. Yet, this time, the fumes have no odor, but cause the homeowner to have the same physical symptoms. The fumes stay on the skin, especially the lips, the bitter taste causes us to spit constantly.
  
  Patterns of toxic air emitted odor or odorless with and without gas line attached:
  
  * Cause homeowner to have dried and burned eyes, numb lips, bitter taste, burned throat, developing phlegm.
  
  * Cause dogs want to stay out and drink lots of water.
  
  * Accelerate the physical discomfort when blow by fresh air or car ac, urged us to spit out the bitter taste. Dogs would look for grass with dew to rub on.
  
  * The odor fumes started from burned plastic, burned cooking, to pool/bleach (after 09-08 adding freon). After the Gas off, it is odorless. Yet fans and windows open cannot keep it out.
  
  * Air drain through the bathroom sink emits strong fumes irregularly when AC is running with gas and without gas.
  
  
  
  I have tried to reach the American Standards Tier Three assigned Agent Olivia F. and she refused to take my call. I have called the customer service line at American Standards and IME multiple times to report the same pattern of physical symptoms discomfort from running the HVAC. Yet, no one seems to listen. I am reporting a product issue. I had requested to have it replaced. I believe the pattern should be addressed to the American Standard HVAC product quality and technical team. Both systems in my house need to be removed from my house to your lab to exam the issue.
  
  As a homeowner, I had replaced HVAC 4 times. The first two were in Houston, all went well. Once the system was in place, we started to enjoy the comfort of the AC. The most recent two in Corinth, are beyond disappointment and shock. We paid in full, yet no enjoyment at all. Every day we are living under the health hazard machine threat. I have tried to report an abnormal pattern from running HVAC systems.
  
  I am not a doctor, but I recognize abnormal patterns. A few years ago, I had the privilege to care for a young boy. He was running a fever with strange red eyes. The doctor said it was an eye infection, yet the fever is consistent even with regular Tylenol. It went on for over a week. The kid is clearly suffering. The pediatrician insisted I need to be seen by a counselor, because the kids were under stress because of me. Yet, I wrote down all the pattern and stood at the clinic office since no one wanted to answer my call. The doctor sent a nurse to send me away. Before I was sent away, I told the nurse one more time about the pattern. She listened and convinced the doctor to call a specialist. It turned out it was a rare disease: Kawasaki. We are one day before it turned fatal. This kid survives and is a middle school math teacher now.
  
  I am not an HVAC technician. Yet, I have tried to report abnormal patterns that I had experienced since the HVAC installed. I gave you an example of above about how I pay attention to pattern. This painful pattern is physical suffering toward my entire household from the American Standards HVAC systems.
  
  As a HVAC homeowner, I report what I experience from running the HVAC, and expect the HVAC professional to listen and detect the issue. Yet, nothing results. I have tried to explain to IME for the last 8 weeks. I contacted American Standards HVAC since 09/12. I would like to have both HVAC removed and replaced before the end of this Friday.
  
  
  
  Thank you.
  
  
  
  Suffering American Standard HVAC Homeowner,
  
  ***** *****
  
  
  Business Response /* (4000, 9, 2022/10/14) */
  *****,
  
  I am not sure why you keep posting things on the BBB when you are actively communicating through email and phones with us almost daily. You sent this email to us and American Standard yesterday and we have been responding. Your initial claim is we are refusing to to fix the issue when we have actively been to your home every time you have contacted us and there has been nothing to fix on the HVAC end. The system is actually working as it is suppose to and there has been no complaints from plumbing, city inspector, our 2 techs or the fire department saying it was our install. A plumber you hired has suggested to rerun all your gas lines. That has nothing to do with our company, we did not build your home and we did not run any gas lines. The HVAC system has been inspected and did pass inspection by the city. All of our tools tell us the system is running at manufacturer specs.
  
  
  Consumer Response /* (4200, 11, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Nothing results yet. I was getting two new HVAC, yet I was not able to enjoy them.
  I am waiting for the Manufacture: American Standard and IME to find solution in good faith to repair or replace the two units. It has been a long and horribly hot summer with these two new units. And because of the two HVAC units, we have to seek medical treatments, re-pipe the gas line.
  I hope American Standards and IME will honor business ethics and practice to serve their customers. As an existing customer, I am disappointed in both.
  
  
  Business Response /* (4000, 15, 2022/12/07) */
  The update on this is the customer still insists there is a smell that is making her ill with no evidence of it and we are still responding to all her claims with no findings of any smells. She has had the plumber out to re-run her gas lines that we did not install that she was having a problem with. The claim that was filed with American Standard/Trane has been closed as there are no issues with the system itself and there has been a thorough check through her entire system as well as the other unit we did not install at the same time. The initial complaint was that we were not responding to the customer which is absolutely untrue, and we have records of every visit we have been out, even recent claims. Also, the gas company has been out with no findings as well. At this point there is no conclusive evidence that her A/C system is making her sick. The unit is operating at manufacturer specifications at this time.
  
  
  Consumer Response /* (4200, 17, 2022/12/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The ongoing unpleasant smell is the supply plenum that was water damaged by the IME incorrect installation. Several HVAC technicians including the ARS comfort advisor, Tino Anderson, also smelled it. They explained to me, when an installation was done incorrectly and caused water to get into the supply plenum and airduct, a typical ethical and due diligent way is to replace the supply plenum and any related damaged right away on the installation company's own expenses. IME wanted to keep the profit and ignore the safety and health of homeowners' entire household by not replacing supply plenum and related damaged parts right away.
  I also attached BCI report for review. It also stated water damaged was found in the supply plenum.
  
  Furthermore, after learning that milestone found gas valve leaks in my system, IME did not response to me right away. I found Moss mechanical to resolve the issue and paid $485.00. receipt attached.
  IME chose not to honor the professional ethical and due diligent conduct and because of IME's act, my entire family have been living in a hazardous and dangerous situation and incurred related medical expenses.
  IME Claimed none of the medical expenses that we occurred are related to the damaged supply plenum. If it would not cause any health hazard, please take the one we had and install and use it at your own place for 5 months. I have attached the damaged one removed by the IME technician on 12-07-2022, its debris and unpleasant fumes are still spreading all over the house.
  
  We don't know when and how this fumes and debris will ever leave our house and so we can breathe freely. We ask IME to reimburse us all related expenses to settle this case.
  
  I hope no one needs to go through this chaos like us.
  
  I asked the state license board to review this case in order to protect the trusty and honorable reputation of all HVAC technicians and to protect the homeowners who depend on good technicians for their quality services to protect their homes and lives.
  
  
  I regret to use IME to install my house HVAC unit. IME could have replaced the water damaged supply plenum in August, 2022 when I first contacted them about HVAC auto switched from cool to heat; yet IME chose to keep its profit and leave this water damaged plenum sit in my attic that affect the health of my entire family.
  
  I regret to use IME's service and hope other consumers will learn from my case to avoid similar chaos.
  
  I have medical expenses and bills available as well for IME, the current pending expenses is the hospital bill.
  
  This IME HVAC chaos could have been avoided, if IME chose to honor the professional and ethical practice: replace the water damaged supply plenum and related parts timely and promptly; we don't need to be here at BBB.
  
  I hope IME is going to resolve this issue in good faith with us by reimbursing us the related expenses and a sincere apology. Thank you.
  
  
  Business Response /* (4000, 20, 2022/12/21) */
  We have responded every week when you have called us complaining of new complaints. Your new complaint was the smell was coming from a plenum from a second opinion you received. At no cost, not in your contract with us, and to close this case, we changed the plenum and reused the existing metal collar you had. After replacement of the plenum, you called a week later and complained a smell was coming from the metal collar. Metal does not absorb smell. You demanded we change the collar out and we said we would not as there was no reason to. Your new complaint as of last week was a loud sound, but after we had the license holder review the video of the airhandler in attic you sent, he concluded the sound is a normal sound. American Standard has closed your claim, the state has advised us what to do and we have done everything to their standards. You call us at least once if not twice a week asking us to come out and we have been out every time. At this time there is no more we can do. The HVAC system is running at manufacturer specifications, there is no odor that anyone has been able to duplicate outside of you. To this day, the only people who can smell anything is you, your mother and your neighbor. As I have stated in previous comments you can see the number of people who have been to your home with no symptoms that you experience or smell any smell. You have even invited my secretary as well as my technician to stay in your home overnight to experience what you are saying and we have declined the offer. You have also asked our supervisor to smell into a bag that you trapped a smell into that he declined to do as well. You have bags all over your house with a "trapped smell" in them. You also have bowls of white powder all over your house and in your attic that we are not sure what it is and could possibly be what is making you sick. We have also contacted the plumber that was at your house that replaced your gas lines and they said they witnessed no smells as well. At this point you are slandering our business when in fact everything you state about our business is not truthful. Teh claims you are making are completely false. I will no longer respond to these and I ask the BBB to close this case as there is no actual problems.
  
  
  Consumer Response /* (4200, 22, 2022/12/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As a consumer and victim, this is an unfortunate case that we went through with IME. IME could have done the proper and ethical business operation by replacing the water damaged supply plenum when we first contacted IME on August 22, 2022. IME chose to conceal the issue and claimed I did not purchase the supply plenum from them and said it is not a part of the contract. I don't understand IME's logic. I did not purchase the supply plenum because the original one was in good condition and was advised by IME's sale rep to keep it. The good one was damaged by IME; it is the responsibility of IME to replace it in a timely manner with good faith. Instead, IME concealed the damaged water supply plenum by sealing it. That water damaged plenum causes all kinds of unpleasant and toxic air to make us sick. We are consumers who rely on the good faith and ethical professional HVAC to solve the issue. We are minority seniors and don't have HVAC technician knowledge. IME took advantage of our status and said the house smell was due to our cultural background. Excuse me, what culture?
  The IME receptionist asked me what the smell was like, it is hard to describe. So, I replied to IME personnel to come stay with us to experience what we experienced. It is unpleasant and unusual, not a typical household smell. It emitted strange fumes irregularly, mostly after running for a few hours and emitted stronger fumes at night and when the humidity is higher. The white power on the carpet is pure baking soda, we hope it will help to absolve the odor. Unfortunately, it can only absolve the smell on the carpet, it cannot stop the strange fumes coming down from the HVAC. The white sheet is the dryer sheets, it absolved the odor. So, in our house, the tissues, paper towels, toilet paper and fabrics all got strange fumes.
  What IME did to us is unethical, unprofessional, negligent and arrogant.
  We asked IME to reimburse us for the medical and related expenses and a formal apology. Our lives are worth much more than the $300 supply plenum that IME built; and we spent much more than that and lost 5 plus months of our time.