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:03/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I had a combi-boiler installed on March 19, 2021. In September 2021 water leaked from the penetrations through the B-vent cap where the intake and exhaust vents exit. Technicians were sent twice to repair the leaks, but the repairs failed. I was informed a permanent repair would be done when the weather got better. As a makeshift repair the technician taped a bag around the penetrations. An additional problem occurred with the condensate drain pipe from the boiler freezing during cold weather and causing a mini-flood in my crawlspace. Since March despite repeated phone calls and emails no one has come to perform permanent repairs for either issue. I was finally booked for an appointment on August 11 which I took a day off work to accommodate. No one showed up. When I called asking about it, an wholly unprepared technician was sent. He said he would report the problem to the office, but I have heard nothing since. I still have the firm's ladder on my property as it was left there earlier in the year with the intention of being used during the permanent repair. I would like proper permanent repairs for both issues with the boiler system.

  Business Response

  Date: 03/10/2022

  I will look into this immediately and contact the customer. 

  Customer Answer

  Date: 11/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response from the firm was they would look into the issue and contact me. It has been over a week and I have not heard from them.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 25/10/2022

  This was all fixed up on October 17 & 18.

  Customer Answer

  Date: 25/10/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/08/2022

  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.

  Purchased a A/C unit from Thomson a few years back. It never worked properly since installation. In late summer 2021 their technician advised that problem was that the refrigerant leaked out. This is not "normal usage or wear & tear". In any event, in Aug 2021 I paid for new refrigerant however their tech never tested the system afterwards. When I went to used the A/C unit in May 2022 it did not work Thomson tech came & said refrigerant had leaked out due to defective pipe installed by Thomson installers. Thomson said they would fix it but set appointments - then cancel them. Finally 3 service people in 2 large trucks attended to "fix" it but after a couple hours advise me that they can't complete the job as they forgot to bring a tool they need. Another appointment is set but Thomson canceled. Left messages for the owner to contact me but he didn't.

  Business Response

  Date: 30/08/2022

  Good morning

   

  I have attached the notes from this dispatch below. Customer is requesting that the job be completed on aug 8. When they knew the appointment was set for the next day? We didn't complete on the 9th so we returned on the10th.

  08/10/2022 09:40 am by Raymond S****
  Daikin mini-split cont’d— When I got back to site, checked pressures and they seemed to hold. I released the nitrogen and threw the system on the vacuum. Going to return later this afternoon to finish off the job, going to other calls. Came back and the microns were down to 210. I charged the system with 2.5lbs (factory charge 2.4lbs), and ran the system for 15mins before checking data. While I was tidying up the insulation indoor, I felt the air coming out of the head wasn’t that cold. Measured with my thermometer and only saw it was 65°F, just a tad below room temperature. Things seem to be running odd. -cooling data- Suction 140psi Suction line 68°F SST 49°F Supply air 55°F I was messing with the controller, and saw that the customer had it set to 68°F with an indoor temp of 71°F, maybe the setpoint was too close to the room temp. But when I lowered the setpoint down to 64°F, after letting things run for a bit, my supply temp is already looking a lot better. The liquid line is starting to sweat. Even the suction line temp is starting to drop too, bringing the superheat within target range. I think the setpoint played a part in things. Things seem to be running normally now. Told the customer to monitor over the next few days.
  
  08/09/2022 09:04 pm by Raymond S**** (With Anthony)
  Daikin mini-split warranty leak repair— Got everything connected and the system is now pressurized with 420psi of nitrogen. Due to time constraints and it now starting to get dark, I am going to leave the nitrogen in the system overnight and return tomorrow morning to start my vacuum.
  
  07/29/2022 03:04 pm by Raymond S**** (With Sam & Oscar)
  Daikin mini-split lineset leak warranty repair—  Both 5/8” and 1/4” have been roughed in. Connections and commission will be done during the return visit.
  
  07/14/2022 03:04 pm by Johnny S********
  run new line set 5/8 and 1/4 (50ft roll) here...