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:08/20/2024

  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.

  We immediately had issues with the quality of this company. They caused thousands of dollars in property damage and labor and refuse to cover any of it. When we bought the house the new AC unit was put in by Ohana. Ohana came out and installed a new AC and flex runs. After moving in we heard rain in the closet. The company forgot to seal the boot on the roof and we had to call them out. They admitted it when they came out and sealed it up. With this we had a wet closet and mold growing. They told us to spray a chemical on the mold. However this did not solve the problem. Not to mention we had to call them out again for condensation on the unit. Turns out there was an air leak in the closet he could “mostly fix” . This should not happen on a properly installed unit. Flash forward we found a 3rd issue , they duck tapped over open flex run ports instead of properly sealing them causing more leaking into our home . Shoddy craftsmanship . During this service call , the service manager lied and said “ we didn’t replace the flexruns” however we have a receipt stating that they did. He also said “ it could be mildew not mold.” It’s black from water dripping in an attic right where the leak happened, mold or mildew it’s water damage from this company being neglectful in our home.We have been quoted $1000 for mold remediation and an addition several thousand to remove the unit out of the closet so we can access the drywall and reinstall the unit.
  
  We have asked them to help us in some way with this problem and were told they would take “no further action”. We’re very reasonable people and understand mistakes happen but a company should make it right.
  The company will fire back and say we need new duct work. We are trying to address the water damage from the original problem and the duct tape they used to cover openings. The main issue is due to the lack of sealing we have to pay a company thousands to take and reinstall the unit for the drywall.

  Business Response

  Date: 08/20/2024

  As we have stated on our google review, we installed the unit for the previous homeowner NOT the current homeowner. Mr. ******** does not know what was discussed since he did not purchase the unit from us directly. We recommended a full duct replacement, however the homeowner at the time ONLY wanted to replace 5 flex runs. The leak around the flue pipe was corrected over a year ago as soon as it was brought to our attention for free (this was not a moisture problem and did not cause the mildew). We have been over several times and tried to explain to Mr. ******** why there is condensation in the closet and therefore causing the mildew. To make things clear Mr. ******** has an 80% furnace which means you have fresh air pipes from the attic in the closet, making the closet just as hot as the attic (making them sweat). The main truck line was never replaced and does leak (you can see the old metal plenum in his pictures) therefore hot is meeting cold and causing it to have mildew on the walls and ceiling of the closet. We did not do anything poorly and we fix all of our mistakes no matter what the cost. This situation is not a mistake or poor craftsmanship. This is a matter of the previous homeowner not replacing all of the ductwork and it is a home from the early 60’s so the old existing duct that was not replaced is sweating. We are not responsible for things we DID NOT install as discussed with the previous homeowner who bought the unit from us. We are sorry Mr. ******** feels this way about how we have treated the situation, however we have never charged him and tried our best to make him happy. The service manager tried to seal the old existing ductwork the best he can, for free. We have tried everything within reason and unfortunately Mr. ******** is still not happy. We have done everything we were contracted to do and even came back to make things better every time.