Complaints

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• Initial Complaint

  Date:29/12/2022

  Type:Customer Service 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.

  Four heat pumps were installed in my home. All of the heat pumps are "short cycling". This means greater wear and tear on parts, reduced efficiency and improper performance from units. The whole point of installing heat pumps was to reduce energy costs and create a more comfortable environment in my home. With short cycling units the energy savings simply don't occur and the cost to replace these units due to their improper performance will mean installing heat pumps was a massive waste of money. If units performed as advertised this would not be the case.
  Within several days of installation we reported these problems to the installer and a solution of putting a smaller unit in our main level was provided. We were also told we would be refunded the cost from a bigger 15k unit to a aller 12k unit.
  Still today no refund has been issued, and the same sub par performance is occurring with the smaller unit.
  
  Nothing has been addressed about the strange noises coming out of several of the units.
  
  Ready Refrigeration has had ample time to fix these issues and has so far done nothing. Due to this I see the only solution being a full refund and removal of their equipment from our home. Or replace whatever needs to be replaced up to and including EVERYTHING to ensure proper heating and cooling in my home.
  
  Not once has Ready Refrigeration reached out to me with any kind of support. I have reached out multiple times and constantly told the same story. "We'll do it Monday", "oh there in staff training today", "the person that deals with that is not in today"
  
  Now I can't get anything done because of the holidays. Unfortunately holidays or not I still have to listen to troubling noises and deal with inadequate performance from the heat pumps Ready Refrigeration installed in my home.

  

  Business Response

  Date: 30/12/2022

  Good Evening,

  A couple of items have taken place with regards to this installation, all of which we have done at our expense up to and including today's visit (December 30th) where we have successfully retrieved that data we required to see what was happening with this system. Before today's visit we did go to this home and remove one of the larger heads and install a smaller one that the customer insisted was the main issue with this install and although this is not our common practice we did this as they were adamant this had to be done so we took technicians off of some other jobs and sent them to complete this task. 

  After two weeks or so had passed after this head swap, the customer had communicated (to his sales person, and later on to the office) that this had not fixed the issue and the same thing was happening. Because of this we needed to put a special computer on the unit to determine what was going on. There were a couple delays in doing this as it is a specialty item and not everyone knows how to operate it. That said we had planned for Tuesday of next week but made today work (even before we knew about this letter from the BBB), as the tech who knows how to use this program the best is going out of the country next week for a large installation so we wanted to get this done ahead of that. 

  So after today's visit it was determined that the reason the units were turning on in the manner they were was that they were following the algorithm of the system to read the temperature in the room by turning on every 7 minutes to test the air temps and they would run for approximately 20 seconds in order to get this reading and because the temperature or setting in the space didn't require the units to run they would then turn off. All that technical talk aside, it turns out that the units on the lower level of the home are helping heat the home so well that the other units do not need to run very much and the customer thought that this was creating a short cycle effect in the customers eyes, but in actual fact they were just testing the air to see if they needed to run or not. Which also means the system is working so well and so efficiently that they are doing their job beyond expectations. There has been no extra wear and tear and nothing has been harmed at anytime since the installation. 

  I understand that when the technician left it was also requested that we come back and re-install the head we removed upon the customers request as it is now believed by all that this was in fact the correct size from the beginning and the customer and technician had a short conversation about this and the effects that were felt between the smaller and larger unit that we sized the first time for the home. This will also be a large cost to go re-install the original unit we had installed as part of this project, which i am willing to discuss the options with the customer if all of this gets cleared away and we have a mutual understanding on the events that have taken place to date. 

  Regards,

   

  *****