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:07/05/2023

  Type:Service or Repair 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.

  In 2021 I asked for a heat pump to provide both air and heat, and a high efficiency gas furnace for when temperatures dropped below the operation of the heat pump. I asked that the new heater provide the same heat output as the old furnace. My cost for the project was to be $13,000. Installed in October of 2021. Over the winter of 2021-2022 I contacted Clarks about the home not warming up. If it were cold enough that the gas furnace was on, it might take several hours to get warmed up. Coming home, 62, several hours to get to 67. I later found that when you get down around 5 degrees outside, it would run 24/7, not able to maintain temps. I was told that everything was working, just more efficient. I called in several times, on this issue, and raised it every time they came out.In 2022, during a hot spell, the house getting hot. I found the compressor not running. Power was good. I had ************** out and at one point he cycled a local breaker. That restarted the compressor. During several visits, he would make adjustments, tell me it was fixed. I asked repeatedly about both issues. in June, I paid for a service. ***** came out 23 June 2023. I explained the problems I have been seeing. He made some adjustments and told me all was good. Two days later on Sunday, the house got hot. Reset via outside breaker. Breaker was not tripped. It failed on Monday evening.I texted Clarks and told them of the system trip only two days after service. Then I was asked to provide an e-mail. *********************** responded that the system was out of warrantee.I have made repeated calls on both of these issues. Nameplate data Old furnace Input *** ******, Output *** ****** New furnace Input *** ******, Output *** ****** The *** Output is what warms the house. The old furnace that was to be matched was ****** ***. The new furnace is ****** ***. The new furnace only has 68% of the heating capacity of the old system. I believe this is a professional error made by Clarks.

  

  Business Response

  Date: 07/08/2023

  ************, we are sorry that you aren't satisfied with our service or installation. On the electrical issue with the heat pump we have reached out to ******* technical support and are waiting for a reply. We should have an answer to that on Monday and would be happy to address that issue so that the unit no longer stops working on hot afternoons. We apologize for not understanding this issue during our times onsite.
  
  Regarding the size of the equipment we selected for your home, there weren't many options that were available for the mechanical closet size you had in a condensing (high efficiency) furnace. We used the size and age of the home to come up with a required heat output and found a furnace that would accomplish that.
  
  We sent out a local designer on 7/6 as a third party to independently verify whether our equipment was sized correctly for the home with a ACCA Manual J heat load calculation and any other issues that were keeping you from experiencing a comfortable, energy efficient home. In his report he noted that the sizing of the furnace was aggressive, meaning very close to the necessary output for your size house at approximately ****** btuh as well as several items that were outside of the scope of work we agreed to involving the ductwork. Lack of insulation on the ductwork and duct leakage in the crawlspace seemed to be the major contributors to a lack of comfort as the temperature leaving the furnace in cooling mode was 7 degrees cooler than what was making it into the house at the registers. We would like to suggest having your ducts sealed in order 
  We, like most **** companies across ******** and the country, have been changing out equipment and not getting into the entire **** system in a home until more recently. This is the predominant business model in our trade. The **** trade is ever evolving and duct leakage and duct system assessment is something we are getting more and more into as we move forward as a company.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20267129
  
  I am rejecting this response because:

  Since no resolution to either of the two issues yet, I cannot accept at this time. Both of these issues were reported, repeatedly during occurrences, and both issues were brought up every time **** was on site. He might have wondered why, when he was out in the middle of summer, I was saying the heat wasn't sufficient, but I mentioned both issues on ever single service call including June 23rd. I felt the heat issue was always ignored, and the ** issue was always "made some adjustments, fixed. Perfect." Even on June 23rd.

  Will contact separately on the vent duct leakage, but question losing 30% on the leakage at the duct fittings. With a dozen open air registers, 30% through junctions in the crawl space? That said, have a HV** contractor out today to out sealing, supporting, and *******************. Also duct cleaning. Your company is welcome to quote both.

  Will certainly clear this issue the moment I have reason to believe the system will work at 105 degrees, and at 5 degrees.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/12/2023

  At this time we have tried everything known to man to get this ac unit to work properly and have had no luck so at this time We will be replacing the ******* Heat Pump with a Bosch Heat Pump per the homeowners request. Installation is currently scheduled for next week.

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20267129
  
  I am rejecting this response because:

  Just to give time for the install. The company has fully stepped up to help get this issue resolved. The furnace portion has been resolved completely, and the heat pump is being replace.d
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/17/2023

  The Install is complete please accept this response.