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:06/18/2022

  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.

  I was given this contractor to work with through my home warranty. They installed 2 brand new furnaces in my home June 2021. 1 year later- BOTH furnaces are now inoperable and need to be replaced due to severe safety concerns. I am STILL paying for the brand new duct work that they put in (which cost me almost 4k) which now has multiple cracks in it which have been leaking low levels of c02 in both our up AND downstairs units. they broke electrical conduit and left exposed *******************.Last year when these installers were at my home they told me they vacuumed up a couple of gallons of water out of a drain pan or something like that. Mind you i know nothing about HV** so I didnt realize this was a big deal or that they were installing BRAND NEW units into a situation where there was water actively leaking ALL OVER IT!!! There is now rust colored water pouring all over my upstairs unit which has damaged the electrical panel and safety switch on the unit and is now pouring out of my ceilings, ceiling registers, EVERYWHERE!!! I called the contractor and explained what was going on and he immediately got very aggressive and defensive and told me that this was MY FAULT and had nothing to do with the work that they did and hung up on me. irregardless if the water which I believe to be coming from the ** is unrelated to the furnace- WHY on earth would you install a brand new furnace into a system where you know and can see that the ** is actively leaking!?!? As a home owner I have to trust that the contractors who do work in my home leave my home and my family safely! I trust that they will relay any safety concerns or potential property damage concerns to me prior to completing any work and leaving me to deal with it. I bought my home june 2019 and have a complete inspection report and pictures of what my HV** system looked like. I also have pictures and a professional HV** contractor account of the damage that has been caused since crown did work on them.

  Business Response

  Date: 06/20/2022

  To Whom It May *************** (Crown Temperature Heating & Cooling), were hired as a third-party vendor through American Home Shield. We were sent to Mrs. *********** home on a heating call in which the furnace(s) were having issues. (Please refer to the attached dispatch form). We did replace 2 furnaces in which we performed modifications for existing duct, flue, electric, gas, etc. to accept new units. We performed modifications. We did not replace Mrs. *********** duct work. Modifications would consist of adding small portions of what is needed to install the new furnaces.
  We work for AHS in which we have to abide by their guidelines. In this instance, we never knew of any A/C concern being present as we were there for a heating/furnace concern. We never received an A/C work order from AHS for this property. We also cannot predict an A/C or flue pipe failure that occurs 1 year after the furnace installation. It seems as if Mrs. *********** A/C failure occurred this year. ************************* would have used her system from June-September of last year. Again, we cannot predict future A/C failures at the time of furnace installation. This A/C failure, which caused the damage, is unrelated to the furnace installation that we performed. The furnace installation, which was completed over one year ago, did not cause Mrs. *********** current A/C concern. The only water bearing item would be her evap coil in which we did not install or repair. We did not cause any water damage to Mrs. *********** home or furnaces. The failed A/C system is her concern in which we are not associated with. ************************* also signed the contract acknowledging that we only performed modifications upon furnace installations.

  Customer Answer

  Date: 06/27/2022

   
  Complaint: 17445690
  
  I am rejecting this response because: you completed work orders for two systems and in two areas that should have never been completed. THAT is the problem. AHS just sent out a second contractor who had the same assessment as the first one. the fact that you installed new equipment into an environment that had multiple visible issues and multiple health and safety hazards as well as property damage risks is negligence plain and simple. 

  
  

  I will not rest until your company is held accountable for this. one way or another.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/12/2022

  To whom it may concern. After speaking with ************************ and further evaluation of the situation, she is now aware there are two separate parts for heat and A/C. AHS has given us another work order and ask us to return to the residence. AHS would like us to assess the situation and submit our diagnosis. We will follow through with AHS steps and guidelines. We do work for AHS so we must abide by their guidelines. 

  Customer Answer

  Date: 07/18/2022

   
  Better Business Bureau:
  

  Two people from crown came out to my residence to look at my units. they observed the water damage, cracks in the flu pipe, etc and have agreed to help me resolve the issues. They have also advised me on what steps to take with my home warranty company. I have been pleasantly surprised by the initiative they have taken and the efforts put forth to resolve my issues. that said- the issues have not yet been fully resolved but will be in due time according to ****** from Crown. 

  I am going to take Jeremys word that he will see this through for me and trust him to do just that. 

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