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:10/05/2023

  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.

  Torr Refrigeration and **** **** to install a **** unit in my commercial space. ****** (Owner) came in inspected and quoted the job for me makin recommendations on best ways to provide heat in winter, cool in summer. Originally ****** had the **** unit installed indoors on my mezzanine, he was venting it through a make shift exhaust bathroom vent that he had his team install and mount on the floor of my mezzanine. After he completed it work I complained that the units were pushing out more cold air than hot air which defeated the purpose of the install and asked for a solution. ****** then advised that he would then need to mount the unit on the roof and that it would take him approx. 2 weeks to sort out the permit and make crane arrangements etc. After following up a number of times, ****** finally set a date of March 8th to come in and do the work, we agreed to come in on the weekend to accommodate. ****** hired *********************** who lifted the unit onto the roof, and the roofer to cut the necessary hole in the roof. It was ******** electrician who did the hook up he pulled the wires and pipes through the roof and connected them on the roof. The landlord had a roof inspection complete and they noticed issues with the **** install and the landlord contacted the city to confirm a permit was pulled for the work and to ensure it was property inspected. The city confirmed no permit was ever pulled or requested. I received a stop work notice on my door. Next I received a legal notice to repair the damages caused by TORR and told to obtain the necesary permits and inspections - I have made multiple requests to TORR, in writing, by text and by phone and he pushes me off, ignores my calls and just recently when I threatened to take legal action and asked for his insurance information is when he decided to reply and then finger pointing at me to say it was my job to get the permits (WHAT!!) I just paid you 14K and I have it in writing that you were to supply any/all necessary permitting for the premises. My husband and a 2nd roof inspector went up to the roof and identified exposed wires, a pipe with wires sticking up out of it that have been spray foamed in place (note: the pipe is facing up so watch penetration is the biggest issue . Water and electrical do not mix well. I have been advised that water is not being diverted property, the unit has risk to short out and cause electrical failure to the circuit and puts the building envelope at risk. There is now a legal action being requested of me to have the matter addressed which is putting huge pressure on me to get ****** to repair his shoddy workmanship and to act in good faith and provide services in accordance to the regulations set forth by his trade.

  

  Business Response

  Date: 04/06/2023

  We take these matters very seriously. This client hired us to complete an installation. We completed this installation as per our estimate/invoice. After completing the installation, we found that the client is renting the space and did not obtain approval from their landlord to have the system installed. Furthermore, the clients electrician (who installed the circuit) did not obtain the necessary electrical permit. The client did not obtain the necessary building permit either. We have emails with the ************** which validate our claim. It is not our responsibility to obtain either of these permits. 
  

  We have been in contact via email to the client, and have also responded to all phone calls and messages in a timely manner. 
  

  We also tried to resolve this issue by offering a few options, but the client was not interested in a resolution and threatened to take legal action instead. 

  Customer Answer

  Date: 21/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: Cancel arbitration but the complaint is still valid and should be made public so others are aware.
  
  Sincerely,
  
  *************************