Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:25/08/2022

  Type:Billing 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.

  In July, 2022, I called for assessment and quoting for a new AC in new townhouse. the businessman came and sent me the quote after he walked through the house and checked electric requirements (there is AC rough-in in place). I chose one of recommendation from the quote and got AC installed at balcony a few weeks later. However, it is nightmare after installed the new AC and turn out to be extremely noisy. the vibration came through the window/wall next to the living room and drive me crazy. I tested the sound decibel is about 73/74 which is exceed hearing tolerance. I told the installation tech to hold the payment while seeking for a solution. a couple days later, the businessman came to investigate the issues and he noticed that is too noisy. he contacted with ******** for quiet AC unit and recommended for swapping with ************************* for additional $700 work. he mentioned this unit might not be as good as ******** due to warranty and quality, but might reduce the sound level a little bit and there will be still noisy due to the location. everything seems to be reasonable at this point? well, he did assessment and did not mention any potential issues (noisy) for putting a AC unit (I don't feel they are professional in this field). when I called back for quoting to swap out unit, the quoting has increased over $2900. they explained that $700 is the cost of difference of new unit and the remaining is labour cost for swapping out. (i feel like rip off as I have no choice either to keep it as is or pay for the price!!!)I don't think this is fair business practices. they had good reviews though, but when it comes to issues, they don't always cooperate to work with solutions.

  

  Business Response

  Date: 08/09/2022

  A proposal was sent to Mr. ** on July 18th,2022 with 2 options for installing air conditioning in his home. The proposal was viewed by ********** 5 times prior to him accepting option 1.

  The installation was done properly and adhering to all regulations. The installation crew did take a noise level reading of the outdoor condenser and the reading showed the proper decibels for that particular unit. The noise that ********** is referring to is the vibration noise coming from the location of the unit. The unit is on ************** deck next to the dinning room which is separated by a window. The rough in for the air conditioner was completed by the home builder who dictated the location of the air conditioner and not by our company.  The noise is a location issue not an equipment issue.

  ********** was told this at the time of visit with ******* after the installation was completed. ********** refused to pay our installation crew after the work was completed thus a second visit from ******* was required. During *******'s visit, ******* did offer to install the ******* **** unit but again, ******* did say that he could not guarantee that the noise ********** was in fact hearing would be resolved.

  At this point ********** did not want to go with installing the ******* **** unit and instead asked for a $500.00 discount off the original price. ******* agreed to this discount and left the clients home with payment. Two days later ********** called our office asking for a quote to install the ******* **** unit and a quote was sent to ********** via email. The price quoted for the ******* **** includes labor and equipment upgrade.

  We feel that we have done everything we can as a company to offer options however, ********** seems to be difficult to please. We do not feel that ********** is justified in his complaint and we are unsure on how to appease him.