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:10/10/2024

  Type:Product 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.

  This company installed a brand new Air Conditioning unit into my condo in Sept 202*. Warranty is in my name as it was a purchase agreement when I bought the condo. The unit did not work properly, was blowing hot air. The owners son **** had come to service it initially , it still did not work. Months and months go by, multiple technicians came. It was clear that they did not know what they were doing. They were rough pulling off the unit from the wall , did not know how to trouble shoot it , even calling **** for advice. The installation and drainage was done incorrectly, multiple times. Unfortunately ,causing water damage and flooring damage. My condo has been in a construction zone and flooring is currently being ripped up and replaced. This is a 7 year old building with up to date plumbing and fittings and drainage systems. *** suites. No one else has issues with their ** units and drainage. ******* heating blamed the building and construction for their shotty unprofessional work causing serious damage. They refuse to refund my ****$ . They took the ** wall built in unit away, left a hole in the soggy wall with wires and pipes. Now no reply , no answers, no refunds . Damages and liability unresolved and over ******$ at a minimum. Planning to take them to small claims court. My insurance company is also going after them for damages. How this company has an A+ rating makes me think that these reports don't go through! They need to own up to the damages , refund my $ and have some consequences!! My life has been a nightmare I am currently displaced from my home due to construction of wall and flooring repairs . Thank you for your attention to this matter , *** I have lots of pictures and paper trail but had issues uploading . Will try and attach later .

  Customer Answer

  Date: 10/10/2024

  Thanks for your reply , the original purchase was in the previous owner of the condo name, the warranty was in my name as it was a condition of purchase when I bought it. My possession date was October 2023 and I only turned on the ** unit when it started to get hot late this spring and summer when all the issues started . Thanks for your interest and prompt reply . 

  

  Business Response

  Date: 15/10/2024

  Unfortunately these type of systems are a bit difficult to trouble shoot hence the long time frame.  The original owner ( our customer ) had issues with the original system leaking refrigerant.  They had multiple companies in to remedy the situation to no avail.  At this point we were contacted and requested to replace the sytem. There were no issues with original installation and initial testing showed no problems.   Had the drain been improperly installed we would have seen a leak immediately on testing.  Our suspicion now is there is a leak in the buildings refrigerant piping causing pressures to drop and the indoor coil to freeze causing ice and water overflowing the coil condensate pan. We are willing to confirm this with testing at our expense.  

  Customer Answer

  Date: 17/10/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Hi there , the pressure was not an issue on * x ******* heating has already checked it. I found the previous owner of this condo that was also very unsatisfied with this installation. One main issue is that they kinked the actual drainage hose on the system . It was routed on the wrong side of the drain . Also they had installed the wrong size for the space and the previous owner had fought with them to fix the gaps on the wall from a smaller system . Had they installed the right one with the drain on the proper side this wouldn't have been an issue. Also the leak in coolant was coming from the connections that ******* never connected properly in the first place . They had found this leak when they serviced the unit ... then kinked the hose when they put it back in . I have a picture of the kinked and cracked hose I'm trying to find it now to link ! Thank you , Kim 
  
  Sincerely,
  
  *** ********