Complaints

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• Initial Complaint

  Date:28/05/2024

  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.

  On May 27, 2024, this company installed a Lennox ML296t gas furnace but used inappropriate piping. The house had existing holes of 2.0 inches but they used 3.0 inch pipes which meant enlarging the old holes unnecessarily, and configuring the 3.0 inch pipes in a very unsightly manner. Besides being ugly to view, the system of pipes could not exit the exterior wall at a proper angle, leading to another eyesore of in-take and exhaust pipes outside. Together this has greatly lowered the value of our house for resale. When questioned they said that they did not carry 2.0 or 2.5 pipes because they were too expensive. Checking with ****** this proved to be a lie as these pipes are readily available at **********, Rona and Lennox Stores. We offered to pay the difference for the change over to be made (from 3.0 to 2.5) and they refused. Further, contrary to their own Installation Manual the exhaust pipe sticks out 14 inches, and the two pipes are not the appropriate height above the Snow Grade which is dangerous as the exhaust pipe could become blocked by snow.Alternative safe and aesthetically suitable solutions to the exterior pipes were never mention, offered, nor used. Their Installation Manual indicates that a Flush-Mount Side Wall Termination Kit ***** (******) is available. They are now verbally saying they will not make any changes to the above mess and we are stuck not able to hire anyone else to do the job: We withheld $1,000 for the purpose of them correcting their errors.We feel that we were spotted as seniors who would settle for sloppy, inappropriate work and would not investigate their shortcomings, nor complain. Their current unresponsiveness to our complaints, is an act of deliberate psychological aggression as we are not able to move forward on the furnace problem, nor in our personal lives - our vacation.

  

  Business Response

  Date: 29/05/2024

  I am sorry to hear you are unhappy with the installation and I would like to address your concerns and offer you some solutions.

  I have tried twice to communicate with you but unfortunately, I have been unable to get any response back from you.
  

  You sent us information on sizing from page 25. of the install manual we left on site. Please be advised that Page 25 Table 7 is not the correct table .This table is for use when we are working in unconditioned spaces, such as uninsulated crawl spaces, the correct page is 19 and I have attached it for your verification.
  

  
  Based on page 19 installation instruction and the fact that 4 elbows were needed and according to the *********** CODE the correct size is 3 inches and this is what we used.
  
  On Page 19 Table 5 there is an option to use 2.5 In Pipe, unfortunately there are no suppliers in Ottawa that carry 2.5 Inch 636 Pipe and Fittings.

  I do realize you spoke to the Lennox Store and they told you 2.5 is available, but when I called on a recorded line they informed me they did not carry any in stock and if they can get any it would take time and be a special order.

  (This conversation with ****** was on a recorded line to ensure there were no misunderstandings.) I am unsure why ****** would have told you differently perhaps it was a misunderstanding)  

  I then contacted three other HVAC suppliers in the City and all had the same response, they do not carry any 2.5 inch 636 pipe.
  

  This is why we used the 3 inch, not because of cost but because it is the only size that is available and can be used.
  
  As far as the unsightly configuration for the venting goes, it is functional and up to code but I would also agree it is not fantastic looking.
  I have attached a picture below of what we call a faceplate cover that can be used to make it look a bit better. We would remove the existing pipes place this cover on the wall then run the pipes back through it.
  
                                 FACEPLATE
  
  Unfortunately we can not do much about the angle the pipe is exiting, there is very limited space to work with and although our installer will try his best to make the pipes straight it may not be possible to get it perfect again due to lack of space inside the wall.
  
  On Page 30 Field Fabricated Wall Termination it shows (Section D) that for 3 inch pipe the Maximum is 20 inches so 14 inches is with in the specified allowance but we can cut it back to 12 inches if you wish.
  
  As far as the venting only being 16 inches off the ground the average install is around 18 inchs off the ground to raise your venting higher, we will have to snorkel the venting up,there is no issue doing this if you would like, but it will require much more venting on the outside, as we will need to add 2 more elbows  see example below.
  
  A flush mount kit is available, the reason it was not mentioned is because it would involve moving your venting to a new location and cutting a new hole. We have not found this to be a great option for customers. We try to reuse to original opening to avoid making and new holes.
  We normally only suggest a pancake on first time new installs where there are currently no holes in the wall. (New Construction)
  
  All that being said should you wish to have a 51212-termination installed we can come and do so for you but it will have to be in a new location both inside and outside as it will not fit in the existing spot.
  
  

  I have tried to contact you on two separate occasions in the last 24 hours, with no response back from you, please let me know what solution you feel would be best and we will be happy to book an appointment for you.

  
  Regards
  *****