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Business Profile

Heating and Air Conditioning

Candler & Sons Heating & Air
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:01/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    9/1/2021 installation date Trane furnace installed in attic Our furnace is freezing up during the cold weather in ********. The unit only works if i remove the ice that builds up in the condensation lines. I have reached out to Candler and sons and they provide tips to resolve the issue but at my expense. The unit needs to be moved to a conditioned space to eliminate the possibility of it freezing.

    Business Response

    Date: 01/24/2024

    Greetings sir, 

    We apologize for the interruption in heating service during this extremely cold weather. As stated in our correspondance with you we feel there are two adjustments that should be made to help the system perform better. To be transparant, our exact words were "If you'd like to send me their quote, maybe I can give you a little towards that." Please have a local licensed company inspect and maintain your system annually.

    Customer Answer

    Date: 01/30/2024

     
    Complaint: 21180274

    I am rejecting this response because the issue at hand is the location of the furnace. It should have never been installed in the attic where it can freeze. Now that the temperature has rose to above freezing the furnace is working properly. This is not because of maintenance or neglect but the fault of the installer. We never said we were spray foaming the attic to condition the space from the elements. Thank god we have a wood burner or our pipes would have froze as well. The only solution to this is to now insulate and heat my attic all at my expense because candler and sons neglected to realize the simple fact that ******** gets cold and is very common to see negative degree weather. 
    I will be following through with an hvac technician to fully address the needed repairs that can possibly be done and will share in hopes to fixing this issue. Thanks.

    Sincerely,

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

    Business Response

    Date: 02/02/2024

    Candler ******

    Business Response

    Date: 02/05/2024

    Greetings Sir,

    In reviewing the installation manual there are no prohibitions to installing this furnace in an attic.

    The system was inspected by the local building inspector and installation was passed.

    The installation has worked under normal design conditions for two full seasons.

    It is highly unrealistic to want to move a furnace into your home, most people want to save square footage for living space and storage.

    If a little extra care is needed to help the furnace overcome some artic blast condition, then please have a local licensed HVAC contractor give you their opinion.

    I have spoken with a local contractor (on my own time, not billable to you) and found that your type of construction is becoming more common in your area, as such they are familiar with more detailed weather proofing which you may want to perform for added performance.

    Since this job was done for a friend of a friend, was done at a discounted price, done far away from our normal operating area, and there has been a severe break in the original main friendship, we are unable to help any longer with this complaint.

    The typical 1 year warranty has passed, glad we could help you offload the wood burning stove into the garage (at no cost) so that you could have more than one heat source in such a cold area.

    Customer Answer

    Date: 02/05/2024

     
    Complaint: 21180274

    Just think if this was done to you. Bottom line you should have taken a cold climate into account as you are the professional. Also that was not a discounted rate as I received multiple quotes below and around your price. I just felt bad because ***** mentioned you were already planned and coming to ********. In reality I could have ignored that and not cared about what your plans were and went with another company. Thanks for confirming my thoughts. You and ***** are the definition of what people call a cult. You both do terrible work and are extremely rude. Bottom line it comes down to doing the right thing and both of you failed to do so. Youll both be judged one day. God bless 

    Sincerely,

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

    Business Response

    Date: 02/12/2024

    Dear *****,

    We appreciate your feedback.

    In taking your climate into account we recommended a high efficiency furnace to save on fuel usage, a lower efficient furnace would avoid freezing issues but would cost more to operate.

    Concerning a professional opinion, I have given you several suggestions to explore, in response I get unprofessional internet chat room opinion about the matter. How long does it take to have a local HVAC contractor come and look at the situation? We are pleased to respond within 1-3 days in most cases.

    You had a choice with this project, and we are thankful you chose us. We value this as a learning opportunity.

    Customer Answer

    Date: 02/15/2024

     
    Complaint: 21180274

    A professional hvac technician inspected the furnace and mentioned that installing a furnace in an attic is the worst idea in ******** espessially above a kitchen where it can leak and cause damage. He said its not if but when this will happen. Also he said a lot of the vents are bent at too hard of a 90 degree causing lack of air flow efficient. Also to wrap all pipes with heat tape and insulate it a lot more within a new room that I will have to build. Thanks candler you really installed a good working product.. this will cost us quite a bit of money because of your professional advice on installation location. 

    Sincerely,

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

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