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:10/11/2023

  Type:Order 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.

  An agreement was signed between myself and ***************** to install a new mini-split unit in the casita at my property on September 21, 2023. On October 11, 2023 ***************** submitted an invoice for services rendered. Services however have not been rendered and I have been informed that ***************** will no longer honor the agreement. A problem with this is that ***************** has removed a functioning in wall AC unit from my casita, which is included in the agreement. Given that the work in the agreement has begun I respectfully request that the Hydes complete the job. The reason ****** has stopped is that I identified that the equipment they planned to install was not the equipment specified in the agreement. Specifically the internal unit was different. The contact specifies installation of a interior model "MUZ-FS" (Deluxe Wall-mounted Indoor Unit), which is energy star rated and provides anti-allergen filters. The unit that ***************** planned to install is a MUZ-GS (serial#***************. The model was verified by the manufacturer's warranty department using the serial number. This unit is described as a "large capacity interior wall-mounted unit." The unit is not energy star rated and does not include the specialty filters. A solution would be for ***************** to complete the job specified in the agreement including installation of the equipment included in the agreement, or replacement of the in-wall heat/AC unit that ***************** has removed.

  

  Business Response

  Date: 10/31/2023

  We are scheduled to install the ductless system this Friday.  There was just some confusion over the model numbers.  ***** thought we were installing an indoor unit that isnt available.  I sent submittals of the system of the system we were installing and the one with the indoor unit he thought he was getting so he could see the difference.  I explained its confusing because there are Trane model numbers and ********** model numbers for the same unit. Everything is good to go now.

  Thanks,

   

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

  General Manager

• Initial Complaint

  Date:01/03/2023

  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 faulty American Standard Air Conditioning Condenser unit was still covered 100% under Warranty. American Standard supplied the unit and recommended ****s to install it. ****s installed the new unit but also Charged me for the New Unit ($5900.00) which American Standard replaced at no cost.

  

  Business Response

  Date: 01/18/2023

  The short response is the unit we installed at the agreed upon price of $5,900 was not 100 % under warranty and we did not get reimbursed by American Standard.  The condensing unit in question was purchased by the previous owner  and the new owner had a home warranty and stated they had a different company replace the compressor and "Mickey Moused it".  The complaint was a very noisy compressor.  We tried to help client get reimbursed by his Home Warranty Company because they voided the parts warranty by the poor workmanship.  We paid for the unit from our distributor and I even found the invoice.  This complaint should have been filed against the home warranty company. Here is the original request for service by new owner:

  cllr ******* says the system on east side of the home has been experiencing noise issue, systems installed by ****s in 2019, client moved into home after systems installed, client purchased home warranty and had them diagnose noise issue, home warranty replaced compressor, mickey moused the job, and now HW is saying they want to replace condenser with goodman 14 seer!

  We advised the home warranty company, the unit was not replaced under warranty on 10/27/22.

  I feel bad for Mr ******** because he did nothing wrong other than trust his home warranty company. I would be happy to assist if there is anything else I can do with home warranty reimbursement.

  ******* ****

  Customer Answer

  Date: 01/26/2023

   I am rejecting this response because:
  I, Again, contacted American Standard (Trane) on January 25, 2023. 

  
  

  They, Again, told me that they Did  honor our American Standard Gold Series HVAC (Compressor & Functional Parts) Warranty 100%; this was done through their Supply House. 

  
  

  They also informed me that they had Extended the Warranty on the New Unit that replaced  the defective one until July 7, 2034 (Compressor and Functional Parts). 

  
  

  American Standard further  stated that the Units are NOT invalidated by using the First American Home Warranty.

  
  

   I was told that Neither of my units are affected by the purchase of my home; the other one is also Warrantied 100% (until April 4, 2031).  Their (American Standard/Trane) system indicated the existence of both of the Original units and the New one replaced by them;  in My name; at My address for the periods indicated above.