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Business Profile

Plumber

Stark's Plumbing, Heating & Electrical

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:26/07/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The new AC was installed on *** *** ***** Right away we noticed leaking oil on the platform. They came a couple of times & assured us that it wasn't leaking and that it must be leftover residue from the installation. There was always a new area of oil showing.As we used the AC in the summer we realized how loud the vibration was in the basement.They came a couple of times & told us to put more insulation in the basement ceiling & put vibration pucks under the AC unit. We told them the line set is vibrating and it was traveling down the pipe. In the manual, it says to have at least (2) 90deg bends in the lineset before entering the house to specifically reduce vibration. They would not reconfigure their installation. they put in vibration pucks, we tried insulation, we further leveled the unit on the house bracket platform as it was not leveled when they installed it, and we made the base even sturdier than before, it was rock solid.****** **** the vibration in the basement is still very loud. They told us it must be the lineset vibrating the house. They wanted us to drill a bigger hole in the house, yet it was surrounded by spray foam insulation. They visited the house again on **** *** ****. They told us we had to take it off the side of the house brackets and put the base on the ground losing the 12in of suggested clearance on 2 sides. They put in 2 - 90deg bends because they had to with the pad being lower.The vibration is quite a bit less. They are trying to tell us that putting it on the ground rectified the problem, but we believe it was because they put the extra 90deg bend in. They sent a bill for **** and then reduced it to **** after we called and explained to them they should have installed it with the bends in the first place. Now we are losing the suggested clearance for efficiency. This is why we went with a new AC unit originally. Why should we have to pay anything for their poor installation if they would have just followed the manual.

    Business Response

    Date: 12/08/2023

    Starks Plumbing & Heating **** provided a quote for the ******** in ***** ** ****.  They had another HVAC company into their home prior to us attending and were not happy with the results they were getting.  We discussed different options and settled on a replacement condensing unit on the existing wall bracket and re-connecting the existing line set and evaporator coil to save some costs.  The installation was completed and the system was functioning properly.  During the installation some refrigerant oil leaked onto the condenser pad.

    **** and ***** called us after the installation and were concerned that there was a leak because they could see a stain on the pad.  I explained to them that it was from installation but would send a tech to check it out to make sure there was no leak.  The system checked out and continued to work.

    This spring they called back concerned about the sound the unit made through the house when it ran.  We determined that the unit was vibrating on the existing wall bracket and we installed vibration isolation pads to mitigate the noise.  This did not satisfy the customer.

    We indicated that the next option would be to place the condenser on the ground getting it off the stand.  This was communicated that there would be an extra charge to completed this.  The work was completed and the vibration noise was eliminated.  We invoiced for the work and they were not happy about the bill.  I spoke with **** and explained what we did and agreed to reduce the invoice.

    We have been back multiple times at no charge to the customer.  We have resolved the issue and should be paid for the work we completed outside of the quotation.

Stark's Plumbing, Heating & Electrical is NOT a BBB Accredited Business.

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