ComplaintsforBarela Heating & Air

• Initial Complaint

  09/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company installed a completely new AC unit in a historic home last winter. The system is completely inadequate to keep the house cool when it gets above 88 degrees. As an architect myself, I know about sizing and load calculations. It appears that they took their "best guess" to size the unit. I understand that the unit should run sufficiently to get the humidity out of the house, but it does not keep up at such low temperatures and runs nearly 24 hours per day. While I am sure this is what he is used to installing in similar sized houses, it is not sufficient for the the heat load generated by a historic house that is not insulated and has only single panel windows. Besides the overall sizing of the unit, the plenum and ducting is way too small for at least 3 rooms, of the rooms (where there are 3 sides exposed. We asked him to evaluate, since it is still under warranty. He was unwilling to fix the problem, which would involved resizing the ducts and/or the unit.

  Business response

  09/21/2021

  Tried several times to reach out and speak to the husband but instead of meeting me hed rather type up negative reviews  and file complaints to the BBB.

  this home is leaking heavy amounts of air through windows as well as sucking in attic air through the ship lap ceilings.

  I installed a 4 ton 14 seer unit, which can cool up to 1800+sq ft. This home is close to ****. This request by customer isnt mandatory nor is it necessary, its requested which is not under warranty. Being an Architect this customer cant recognize the obvious, which is every window in the house rattles, and has no caulking or sealant. That is the main issue theyre having

  now I wont tell the man how to do his job so I would expect the same. If hes ready to meet in person to find a solution then  Im all for it.

  Customer response

  09/22/2021

  Complaint: 15851007
  
  I am rejecting this response because:

  The proper unit and system install should have been made considering all factors, insulation, windows, etc.  That falls within the role of selling, installing and maintaining AC units.  This is done routinely by any reputable dealer.  You can't install a system not prepared to service the house, then say that you should make improvements to the house (in fact improvements to the windows actually cannot be made because it is a historical home).  Apparently these factors were not assessed, or assessed correctly.  Additionally, we have hired a consultant to review the system to see what is wrong.  We are waiting on the written report.  But he has identified numerous problems with the system, undersized ducts, leaks, system not properly filled with refrigerant, ect. There are many problems with the system, we have a warranty, we want it fixed.
  
  Regards,
  
  *********************

  Business response

  09/22/2021

  After making over a dozen attempts to reach out to the customers to attempt resolve and schedule with no luck, I has become clear these people seem to care more about complaining to the BBB along with numerous negative reviews instead of correcting the problem . Numerous texts have been ignored as well as phone calls, but somehow they have time to write a bad review. Hmm...I thinks its clear whats going on here and what type of people we have on our hands.I was  at customers house mayne 2 weeks ago and did a thorough check from top to bottom and found no issues with the system itself.

  now to make it clear, prior to starting this install I brought ********************** from LGO services to fully assess the attic and insulation walls etc after a dispute with the previous owner ************************************ over tonnage and seer rating.

  in the end we installed the system he insisted on installing. Needless to say much like The Scotts, ******************* liked to tell people how to do their jobs and was completely uncooperative and ran him off his property. 
  theres nothing wrong with the system itself therefore my job here is done. I see these people being very uncooperative and difficult and wish to not be contacted again. I dont feel comfortable and dont trust their motive. Warranty is voided

  Customer response

  09/23/2021

  Complaint: 15851007
  
  I am rejecting this response because:

  I have provided him with my husband's contact information.  This person has been aggressive and I no longer feel comfortable interacting with him, his texts are only attempts at harassment and not productive or related to addressing the problem.

  IMPORTANTLY, 

  1- He has not called my husband, only tried to bully me through texts.

  2- We now have had the system evaluated by a professional while the tonnage may be sufficient other deficiencies need to be corrected: (a) ductwork to at least three rooms are too small for standards established for the size of the room; (b) there needs to be an additional larger return installed to feed the system; (c) ductwork is crossed; (d) two plenums are not sized correctly to feed the ducts coming off; (e) new line needs to be established direct to the back sitting room; (f) system is low in refrigerant.

  3- We now believe that the unit is properly sized, yet the problem with the unit not cooling appears to be related to the deficiencies related above.

  4- Seems like the problem here is that the system is 6-8 months old, does not cool properly because of improperly designed ductwork system.  The work is under warranty, but this business is unwilling to correct the problems necessary to have a functioning AC/Heat system.  All we have gotten is excuses related to the house; the house has remained a constant and unchanged.

  5- We have been clear in our requests, without going on tangents.  Our motive is clear, to have a functioning system that properly cools.  Instead this business has said "warranty is voided" (see above), which seems like a clear message "we don't stand behind our work or honor our warranties" with a system that has been recently installed.

   

  
  
  Regards,
  
  *********************

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