ComplaintsforHVA Climate Control LLC

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  9/22/2020: HVA Climate Control LLC replaced our current heat pump (****** Communicating System) with a ******* heat pump (Single Stage) over the course of the last two years, they have been called out to our home 20+ times, as the replacement of the heat pump never fixed our AC/Heat issues. We contacted another HVAC company on 10/26/22, after dealing with this for over two years. They informed us the heat pump that was installed by HVA was not compatible as it was a single stage and we had a communicating system. I contacted HVA directly after to discuss this with no reponse via phone/text. I emailed HVA on 11/18/22 and after several emails they agreed to pick up the unit on 1/5/23 and refund us the purchase of $4,760.39. They failed to show up to pick up the unit and refund. I have attached the email string with this dialogue, the original invoice, and the new estimate they wanted to charge us to downgrade our system to match the inferior heat pump they replaced.

  Business response

  01/30/2023

  
  We are aware of this situation, we have been in contact with ********************* (like seen in the attachments) due to weather and staffing issues we rescheduled our original pick up date.
  The unit that was installed did work with the 2 stage air handler for over a year, our install date was 9/22/2020 and our first issue was on 10/01/2021 due to your area having a power surge. The house does not have a surge protector. The unit was reset, after that we had a communication error from the thermostat the thermostats were reset, and system ran as it should. We than had another communication error with the thermostats,at this point we recommended replacing the old system with something that would not show an error. ****** said they were fine just resetting the thermostat every time they had communication error. Then we get a message saying the unit has been disconnected/replaced by another contractor and ****** is demanding her money back. We were ok refunding the money for the unit, we scheduled a day to come out 1/5/2023. Due to the crazy weather we had in the **** and staffing issues we had to reschedule ********************* to 1/17/2023. On 1/17/2023 we arrived to pick up the unit and hand ****** a check for the unit. She was under the impression that she was going to get a check for labor as well, we only agreed on refunding the unit price out of our heart. She returned the check back and did not return the unit. We are waiting to hear back from her.

  Customer response

  02/02/2023

   
  Complaint: 18696653
  
  I am rejecting this response because: The home does have surge protectors and we have documented the problem was never corrected with the install of the non-complaint unit. HVA Climate control did send a technician out to pick up the unit but refused to offer a full refund as per the agreement in email chain attached. It is **************** law to refund the tax paid when retuning an item, which they are refusing to do. We would like a full refund as promised via email. 
  
  Sincerely,
  
  *********************

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