Complaints

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• Initial Complaint

  Date:29/10/2024

  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.

  My whole house was renovated from 2020-2022. I paid V&P Enterprises over $37,000 though my contractor to handle HVAC. My complaints are:
  
  1. My top-of-the-line furnace was removed without notice, despite being in good condition. This forced me to purchase a new one.
  
  2. I was quoted a two-stage furnace, which was inferior to the one I had before. I spoke with the owner of V&P Enterprises, Jay, on the phone. ** *** ***** *** *****. I wanted a variable speed furnace. He repeatedly told me that “a two-stage furnace was all a house like yours needs”.
  
  3. The new furnace they sold us was the same power as the old one. Removing my old furnace (and selling me a new one was not necessary). When I asked Jay about that, he made the following ***** statements:
  i) Your old furnace was on the other side of the house. It wouldn’t work in the new location. FALSE: My old furnace could be installed four ways.
  ii) 2. Your old furnace was direct vent. This one isn’t. FALSE: Both could be installed both ways.
  iii) And, when I asked Jay why my new furnace wasn’t installed direct vent, he replied that venting the whole room is “how they do it nowadays”. NOT TRUE. It’s easier, not better.
  
  4. Our furnace is damaged. A technician noticed it had been dropped.
  
  5. Because the furnace is not direct vented, a 6-inch duct is required. This lowered the height of our ceiling and brings cold air inside. * **** ****** **** ***** 
  
  6. We were never given the choice between an electric and gas hot water tank. It matters.
  
  7. When we used the furnace for the first time, we got error messages. It was overheating. V&P’s techs came three times and were unable to fix it.
  
  8. When I contacted Jay, he incorrectly blamed me for the problems and for misunderstanding. He demanded a $500 deposit to help further.
  
  9. I replied to his email. Twice. He never replied.
  
  7. It was later confirmed that V&P had set the furnace incorrectly when they installed it. It was easily fixed by another company.

  Business Response

  Date: 03/01/2025

  In December 2019, we were engaged by the builder, ******* ******* ***. o/a
  ********** ****, to design and install an HVAC system for ** ****** ******. An
  architectural drawing was provided, and we designed and installed all new
  systems with equipment.  See Exhibit 1, Design and Permit. Exhibit
  2: Quote to Supply and install the system.
  
  There was an addition of about 500 square feet to the building, which
  would have made the existing furnace undersized for the entire house's heating
  load (unless the existing furnace was oversized for the house to begin with).
  We also had no knowledge of the existing furnace to see if it was worth
  reusing.
  As for the
  capacity of the existing system, it was never compared simply because we were
  not instructed to
  check and
  see if compatible.
  
  On or about the 20th of June 2020, we were instructed by the builder to
  disconnect and remove the existing gas line and a damaged furnace. 
  Consequently, we were also instructed to provide a construction heater for
  winter 2020.
  
  My first contact with **** **** was via email on or about the 26th of
  November 2020, at which time he was inquiring about high-end equipment.
  I provided quotations as he requested and explained, based on my
  experience, that a variable system would be overkill for the purpose since ther
  were no discussions about zone system and therefore defeating the purpose of
  having a variable furance.
  This said, as per **** ****’s request, he wants a variable furnace. I
  sent **** **** links for ****** and ******** manufactured equipment. **** ****
  settled on ******** equipment between November 2020 and May of 2021. *** ******* *.
  
  The original furnace and the new
  furnace are direct vents, with the difference of the new furnace being dual
  purpose, meaning it could be single-vented and draw oxygen from the mechanical
  room or double-vented to draw oxygen from the outdoors.
  
  A Hot Water Tank was installed. As
  per CODE, the option was to bring oxygen (combustion air) from outdoors for the
  hot water tank, and therefore there was no use in double venting the furnace
  since we had to bring combustion air into the mechanical room regardless; this
  meant we could and did install the furnace and the hot water tank according to
  gas codes to cover the combustion air for both appliances.
  
         
  A 6” combustion air vent installed is within the mechanical room along with
  other mechanical vents and other products such as plumbing wiring, drain pipes,
  and other obstacles within the mechanical room with unfinished ceiling space
  and nothing to do with the lower ceiling in habitable space. I have no idea
  what he is referring to by the “lower ceiling” comment.
  
           
  The quote never discussed or included the option of electrical or gas equipment
  because we only discussed gas equipment. 
  
           
  The equipment we installed was commissioned in January of 2022. To the best of
  my knowledge, there were no issues with air distribution or any other
  challenges to the HVAC system, that was not addressed.
  In September and December of 2023,
  we received calls for service  from ****,
  In both instances the issue was due to blocked supply and return vents causing
  the errors, It was clearly explained to **** and instructed to clean and
  maintain the equipment, and keep the vents clear.
  *** ******* **** ********* *** ***** *** ****** **** ******* ** *********
  *** ******* **** ********* *** ***** ****** ***** ******* ** ******* *** ********
  *** ******* **** ********* *** ***** ****** *** **** ******** ***** *** ******* *** ****** *** *******
  
  The HVAC system was installed and was
  working for 20 months without any issues..
  Within the warranty period, we
  attended to two calls and resolved them; they were under warranty.
  September and December 2023, was not
  covered by warranty, and invoices were sent to the client, and **** did not pay
  the invoices. 
  
           
  At all times, we stand ready to provide service to all our customers. In the
  case of Mr. **** ****, we had to write a previous bill. We require a deposit to
  be paid before we send a technician to the site. 
  
  After my email to **** **** on
  January 27th, 2024, I saw no point in corresponding with
  him.       
  The error codes listed, System Fault 13 – Limit Lockout and System Fault 126 – High
  Heat Cycle Active, are related to plugged filters and blocked vents. 

  PS.

  * **** **** *** ******* **** ********* *** ***** ****** *** **** ******** ***** *** ******* *** ****** *** ******* ** * ******** *****