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:06/07/2023

  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.

  -We signed up for a service maintenance plan with Old Coast over a month ago.
  -Service was performed and an issue was found with existing duct work which we were told was issue with the smell in the duct work although we were also told smells should not be able to penetrate the duct work as it was
  -Duct work was replaced and the smell is worse
  -We have asked for someone to inspect work and return to see if there was still an issue
  -We currently cannot run our AC and work has not been completed by Old coast whom installed the original duct work and then replaced duct work
  - We have withheld final payment until work is done as it is worse than prior to the new work being completed

  

  Business Response

  Date: 06/07/2023

  This customer was informed that certain ducts in their crawl space had rodent damage. The damage did not look as though it had gone all the way through the duct, so the possibility of repair was discussed. Upon further investigation, the area where they are getting the worst smell is above a spot with no crawlspace insulation left and there is rat urine and feces everywhere. Our service manager discussed with them at length that this is likely the cause of the smell and that they need to get someone out to take care of the rodents and perform a proper clean up. Once that has been done, we informed them that we would come back and perform the work. These are unsafe and unsanitary conditions that can lead to numerous health problems, including Hantavirus. Also in homes with a crawlspace, over half of the air that is brought into the house comes from the crawlspace area, which is unhealthy for the homeowner at this point. We are not a rodent removal company nor are we a remediation company. Again, this was explained to the client, and we have not received any notification that this work has been performed so that we may return to look at the duct work. The client is also withholding payment for all previous work. The rat infestation is a health hazard that needs to be addressed by a professional in that field.

   

  **** **** said:  pin  edit  remove
  I spoke to Mrs. ****** regarding their issue with the smell/ odor. I suggested her having all the droppings and urine cleaned up and removed from the crawlspace before we come back out and finish inspecting the rest of her ducts. She stated to me that she would rather have us out first because she can’t run her air conditioner, but she still wants us to crawl around in these unsafe conditions. I also explained to her that it didn’t make sense to have us out and then another contractor behind us cleaning up when we probably need to inspect the duct once they finish up just in case they were to damage something while they were under there. We would never know at this point unless we are called back out. It just really bothers me when I explain to her that whoever goes into the crawlspace should be wearing gloves, a bodysuit, as well as some type of apparatus for their breathing so they don’t inhale any of that junk under the house she wants us under there before remediation.
  5/22/2023 3:01 PM

  **** **** said (pinned):  unpin  edit  remove
  Please note when you guys see rat droppings and urine in a crawlspace, especially one that is encapsulated, you definitely need to be careful. Gloves, mask, respirator, dirt suit or vinyl suit. We really need to refer them to remediation and pest control. Rat environment droppings may can possibly cause you to get the hantavirus.
  5/22/2023 3:04 PM

  **** said:  pin  edit  remove
  5/25/23- return to customers home to secure the package unit flange. I spoke again with customers about having the underneath cleaned. I informed him of the conversation that his wife and I had having the underneath of the house cleaned and sanitized, then at that point, see if the smell still exists, and if so, then we can take further steps into figuring out where the smell is coming from. He informed me that the system worked fine with no issues for about a year or a year and a half and then the smell started which lead us to this point. The customer did say that they were going to have the underneath cleaned and then once he gets that done he is going to let us know.
  5/25/2023 9:14 AM

  Customer Answer

  Date: 06/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this communication was in regards to lack of response from the original work done and then lack of formal follow up in regards to this. A scheduled cleaning is taking place 6/13 however inspection by them confirmed there is not a health hazard but just a foul smell that should not be coming through the AC duct work unless the work done was inadequately. Again, no one has been back to inspect work and the smell is worse than before when running. 
  

  The Customer Service which and communication has been totally unsatisfactory, except for ****. There has been no follow up from Dispatcher or a Manager. We do not have cleaner air than we did before the latest work was done and your website, and everything I have read, says 100% satisfaction guarantee. I would like to think you will stand up to this.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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