Complaints

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• Initial Complaint

  Date:04/07/2023

  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.

  Mr. ***** quoted me to replace our air handler in the attic spring 2022. The work included increasing the size of the return 14" x 30" filter box and grill. Mr ***** had said that the way he would install the return filter box would not require any finish work around the new return. The quote was accepted by me and the air handler was replaced. Mr ***** was paid in full. Mr ***** did not increase the size of the return. He only increased the size of the duct hooked to the return. Since the new air handler was replaced, we had had problems with the air conditioning working summer of 2022. Mr ***** was unable to fit us into his schedule summer 2022 because he was too busy. Mr ***** referred me to use **** ******** *f Copeland Heating/Cooling. ** ******** came summer of 2022, maybe late August? ** ******** said the problem with the system was the return was too small and caused the compressor to freeze up. ** ******** recommended a remote return be added. I had Mr ***** come out on a different issue in December of 2022. He agreed to complete his obligation by adding the remote inlet. I tried to get Mr ***** to schedule the needed work January, February and March 2023. That work has still not happened. Mr ***** said he appreciated my patience. I tried to use my ac when it turned warm this week. The ac would not work! It was 90 degrees in my bedroom Tuesday night 4/4/2023. I immediately sent Mr ***** a text expressing my disappointment with his performance! I think Mr ***** is a nice man but, possibly too busy to complete his obligations, especially if he has already been paid?

  

  Business Response

  Date: 11/03/2023

  I did install the air handler and I did not install the geothermal unit. The unit was freezing, so I increased the size of the return duct itself and did not change the old filter grill because it was plastered in and I thought the return duct alone would be enough to fix the unit. I later realized that the grill should have gotten changed with the original contract so I returned to the homeowner’s house. After talking with the customer, *** ********* mentioned that he wanted a second return to his bedroom in place of changing the size of the grill. The customer was satisfied and happy with this decision. I did this free of charge. 
  The unit was still freezing up so I reexamined the HVAC system and concluded that the remaining problem was nothing I did, but thought that the problem could be related to the geothermal side (which I did not work on and don’t specialize in). After I diagnosed this, I referred him to a geothermal specialist ********* Refrigeration) that would be able to further help him with this issue. 
  According to Mr ********** ******** Refrigeration came out and said that it was an airflow problem that was causing the freeze ups and the return grill was too small, but with the second return it should have fixed the issue if the airflow was indeed the problem. 
  With all of this being said, after a thorough diagnosis, I concluded that the problem with the unit was not an airflow problem, which I added a second return to be sure. I believe that it is a geothermal problem which needs a geothermal specialist in order to fix it. I can only guarantee the units that I change out. After realizing that the problem was with the unit I didn’t install, I knew that the freezing problem was out of my hands, which is why I made the referral.
  
  

  Customer Answer

  Date: 11/18/2023

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

  The reason for the complaint was resolved. Thank you!