Customer ReviewsforIndoor Comfort Systems Inc

Dear BBB,

I am responding to a complaint filed by *********************** regarding the **** installation on her new construction home.  We were initially contracted through TNT Homes, the original builder of the ****** residence.  Under our contract with TNT Homes, we completed our initial "Rough-in" of the home.  This included all the duct work inside the house, the electric air handler , venting on all bath fans, range, and dryer.  Once the initial rough in was complete, our system was inspected and approved by the local building authority.

After the rough in, we were notified by TNT Homes that the project was put on hold because the Lowells had not been paying their bill and we were not approved to do any work on site.  We learned TNT Homes and the ****** were caught up in a lawsuit over the project.  The Lowells contacted Indoor Comfort Systems directly to see if we were interested in completing the work with the ******'s new builder, *******************.  *****, a member of our sales staff, and myself (***************************, operations manager) did a site visit.  While there, we took pictures of our ductwork in various locations of the house.  The Lowells mentioned that there was extreme water damage to their house.  We took pictures of our ductwork to verify it was not wet or damaged.  We also took moisture meter readings around the house, which ***** and her husband were present fo an encouraged us to do.  The moisture readings were  approximately 19.7% which is well within standard new construction limits.

We advised the Lowells that we were open to finishing the project, but we do not extend credit to homeowners or builders with whom we do not have a relationship.  In addition we would need to be released from TNT Homes because ICS was originally contracted with TNT Homes.  After our site visit, we contacted TNT Homes to discuss ICS continuing the project with the Lowells directly.  We let TNT Homes know what we found for the system they hired us to install.  Since our system was not part of the lawsuit between TNT Homes and the Lowells, ICS was given the green light to continue with the Lowells directly.

A few months later, the Lowells reached out for us to do the work.  Again, we let them know that we not extend home owners credit, and that they would have to pay up front.  We only extend credit to builders with whom we have a proven track record.  The Lowells agreed and we completed the trim.  At trim completion, I helped our service tech set the outdoor unit and set up the thermostat.  The Lowells sere present and wanted us to set the fan setting to "always on."  Many home owners do this and the setting is able to be changed in the "settings menu" if they ever wanted it differently.  Our service tech and myself were then ushered out of the house by another contractor working on their Portion of the project,  unrelated to the **** protion.  The Lowells **** system was up and running, and we remained on site, ensuring the system kept running and operating properly.  No mention of any system issues were brought up and we were on site for over 7 hours that day.  As part of close out, the Lowells were given our standard 1 year warranty form, which covers parts and labor deemed by ICS to be warranty issue and not a result of careless operation or outside sources.

Approximately 3 months , *********************** contacted the office and wanted us to come out and change her fan setting on her furnace.  Although not a warranty item, ICS agreed to do it the next time ***** or myself were in the area.  We do not utilize our service tech's time to change a fan setting that the homeowner could change themselves.  She refused to ***** or myself to come change her fan setting on her system and would subsequently call every 2-3 months to get it scheduled, to which we always offered the same response and she refused service every time.

At the 11 month 3 week **** of her warranty, she sent a very hostile email to our office demanding we replace the whole system, claiming it had never worked correctly from the beginning and that the outdoor unit was damaged.  We informed her that a dent on an outdoor unit was not a reason to switch it out, and it was the first time we had heard about any dents or issues with the system's operation.  She did not even send us a photograph of the "damage."  In fact, the house was still under construction when we finished our work and the landscaping had yet to be completed.  After more demands by *****, it was apparent we were not able to accommodate her requests, and recommended she find someone local to provide her with service.

Sincerely,

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