Complaints

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• Initial Complaint

  Date:14/11/2024

  Type:Service or Repair 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.

  Date of final transaction: 3 October, 2024 paid ******************** **** $24,075.80 after he had done some minor adjustments to the ******************** geothermal unit I had purchased, to which he provide full disassembly and installation of a new geothermal unit at my residence. The Geothermal transaction was to replace the existing geothermal with a new geothermal unit of the same specifications. Shortly after the 3rd of October, 2024 I phones to register my geothermal unit with the water furnace company and found out that I had a 3 ton unit installed. My original unit was a 5 ton unit to which I have the machine, the original bill of sale for the machine and the assorted manuals. To determine the tonnage required to make the change from a 5 ton to a 3 ton machine Mr. **** would have to do a heat loss calculation which he did not offer to do for me. The company which Mr. **** purchased the geothermal unit did tell me that was a requirement to determine the tonnage of the machine Now I have to hire a company to do this heat loss calculation after the fact. My house floor is 1600 square feet of solid concrete, the 400 remaining square feet is wood floor also heated by the geothermal unit on a 4 foot crawl space. Since 2005 the old geothermal unit has heated this house (rancher floor plan) until it was finished in 2024 spring with no problems. I am questioning the reason why Mr. **** only installed a 3 ton machine which may not do the job.

  Business Response

  Date: 15/11/2024

  For context I'll provide the text of an email:

  On Mon, Jul 29, 2024 at 3:33?PM ***** **** <*************************************************************************************************************> wrote:
  
  Just a quick update as I tracked down some more information on that heat
  pump.
  
  The unit is a domestic hot water unit that does around ****** btu's. 
  That can explain a few things with the Frankenstein plumbing as they
  tried to do both radiant and domestic with it. That can be done, but
  more with indirect tanks than plumbing T's.
  
  So, it does complicate the matter if you want to have both radiant and
  domestic hot water done by a geothermal source.  For your radiant only
  side you would not need a 5-ton unit.  I'll price out an option for you
  based on what we had discussed and we can go from there if you wish
  
  *****
  
  --

  The replacement heat pump is comfortably sized for the heating requirements of the house (not domestic which is now an electrical tank).  A heat loss/heat gain was done to ensure adequate sizing.  This was not provided to the client, as it is an independent service we provide for a fee (usually new construction jobs).   The new heat pump is sized to heat the house based on outdoor design temperatures for the region.  

  Regards,

  *****