ComplaintsforGreen City Heating & Air Conditioning Inc

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In fall 2019, I purchased a tankless water heater from Green City (GC). First, they used the wrong width gas pipe which caused ignition problems. It took weeks for them to address this.In Jan 2024, the water heater had the same error and wouldn't reset. A GC rep said there should have been elbow caps on vents coming out of the roof, and water could have gotten in. I was charged for the visit and told they'd do research and come back. The next week, another rep took the tank apart more and found more water. A manager came and immediately put caps on. Again they left without fixing the tank. I started researching; multiple other companies said GC should have checked vents and inspected plumbing boot seals as part of the install. The install manual has a whole section on venting.Then, two GC employees each called to give me a "deal" - but their numbers were different. One said regular price for a new tank was $7200, the other said $6200. Both quoted me $4500 - more than I paid for a new unit 4 years ago. They also gave an option of replacing a part but didn't recommend it as they couldn't guarantee it would fix the issue. No warranty. The manager got upset when I asked about the different numbers and asked questions. He said they'd get back to me; they never did. The following week I called and asked for the owner. He never called back.After 3 weeks without hot water, I paid another company to fix the unit. The next week, I asked GC's owner to refund my service fee and half the cost of the unit, given I didn't even get a quarter of the useful life (20 yrs) and it might still fail. He said hed call back and never did. Based on what other companies said, I believe a minuscule leak, likely due either to the absence of caps and/or to degraded sealing around plumbing boots, gradually collected water in the heater and eventually it tipped over a certain point and stopped working. Green City should have checked the integrity of the system so this wouldn't happen.

  

  Business response

  03/25/2024

  We had been working with ******** for months trying to come up with a reasonable resolution. We realized pretty quickly that was not going to be an option. She demanded her service fee back as well as 1/2 of the original install cost from 2019. She would not budge from these demands.
  
  True we installed a tankless water heater for ******** in 2019. It was inspected by the city and passed. We did not receive another call from ******** until 1/8/2024 when she stated there was some water leaking into the tank. We went out the same day. We explained to her that the labor warranty was expired and it would cost $252.47 to come out and diagnose the issue. She agreed.
  
  Once on site the tech determined the issue. I have attached the estimate which was signed by the customer and the findings report  from the tech on site.
  
  The tech found that water has leaked in from the roof vent. This had to be a new issue. No rust was found inside the unit nor was there any signs of a continuous leak certainly not for 5-6 years!! We have no idea what work she has had done near the tank or on the roof and we stand behind our install. I have attached pictures as well.
  
  Originally we tried to offer some repairs and a discount on a replacement however it did not take long to figure out that would not be a good decision on our part. The customer was convinced this was our fault and we felt continued contact and discussion would only be more difficult for both parties. We explained this to the customer. We let her know her options and suggested she call another company for repairs or replacement.
  
  If you have additional questions please let me know. 
  

  
  

  Customer response

  04/15/2024

  I'm not sure on the best next step, but I do not agree with this response from the business. They claim that they had been "working with me for months." This is simply untrue. They repeatedly failed to respond to emails and phone calls over time. I have email documentation showing a period where they ignored me for months. They have regularly said they would be back in touch and then simply were not. I called and was told I'd get a return call - even the owner said he would get back in touch with me after he spoke with his team - and then no one contacted me, even after I reached back out. It's true that I did pay them in January and signed the receipt for that - I clearly should have read the fine print more closely, I honestly just trusted when they said they were going to come back and resolve the issue. They also said the leak "had to be a new issue." Multiple other people said this is not necessarily the case. Any time I raised questions or concerns, Green City reacted defensively and as I stated in the complaint, were even hostile at times. They were not working with me to find a mutual resolution - this is simply untrue. 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Green City **************************** to come to our home and troubleshoot our A/C unit, which was providing little-to-no cooling. On October 11th, we had our first appointment with the technician who spent aprox. one (1) hour at our home troubleshooting our unit. He determined the unit had a cooling leak, and he'd need to come back out with specialized equipment to find the source of the leak and repair it. We paid GCH&A $197.35 at the end of this appointment and scheduled the next.On October 28th, the same technician returned as scheduled and spent aprox. six (6) hours performing additional troubleshooting, leak detection and repair. However, even after the technician stated the leak was repaired he still was not able to get the a/c unit working properly. The technician advised us we'd need to pay for today's services and schedule an additional follow-up appointment where someone else from GCH&A could come out and perform additional troubleshooting. We paid GCH&A $1,518.69 at the end of this appointment. Seven weeks went by, with multiple attempts made to follow up with GCH&A to get a follow-up appointment scheduled. For the majority of November and December, they refused to provide any tangible updates or schedule anything... insisting they needed to wait to hear back from Daikin (the manufacturer of the A/C unit) in order to schedule the appointment, as they would be coming out alongside GCH&A. Eventually, GCH&A scheduled an appointment for January 10th, only to cancel the day prior. Rescheduling the appointment for today, January 17th... only to miss the window and call with an apology and request to reschedule after the appointment had been missed. Only after further probing, did GCH&A share that ****** was not even coming on today's appointment, but rather their senior technician.I'm requesting the BBB to assist me in working with GCH&A to have them finish the work they started, as I've lost faith in the business' ability to honor it's commitments.

  

  Business response

  02/08/2023

  This is a system that we did not originally install. The customer called us to do a service call / diagnosis which we did and the customer paid. 

  We told the customer there was a leak in the system and we could do a leak test and repair which we did and the customer paid. At this appt **** our tech spent 6 hours on site.

   

  We let the customer know it is VERY difficult to test the ** system in the winter months when it is cold. We let the customer know we would be happy to come back out in May as indicated in the service notes, to test the ** system.

   

  ******** notes for details. 

   

  We preformed the service quoted.  We even made an additional trip at NO CHARGE on 1/31/23 but it is simply to cold to preform the tests required on the ** system. 

   

  We would be happy to schedule the customer in May as indicated. 

   

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

  Green City Heating

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

*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. ↩