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:08/18/2023

  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.

  I do not agree that is correct. I attempted multiple times to resolve this issue with **** The contractor left the job site without any communication with me stating “You don’t pay me I will only do what *** tells me too.” He stole materials from the job site. Left insulation and did not replace what he took down. 

  t’s so uneven. After multiple attempts to communicate with the company. I voiced concern with the contractor due to long criminal record and acting irrationally at my house. The contractor says “ I will ask *** what they want me to do. You aren’t paying me. It’s up to them.”
  *** reply was “well no one else has complained so I don’t see the problem.”
  After contractor left the job site unfinished *** states they have done all they can do and refuse to finish promised work. I am left at least with a house that didn’t burn down.

  

  Business Response

  Date: 09/26/2023

  I
  asked for a quote for a heat pump. They came and quoted. Missed the second heat
  pump didn’t have a circuit board so it wasn’t able to be a heater only
  AC.   

  
  
  

  We
  were asked to provide a quote for replacement of the system that conditions the
  second floor of the home because it was not working.  We were not asked to provide a
  replacement quote for the system that conditions the main floor, referred to in
  the above statement as the “second heat pump”. 
  

  
  
  
  
  

  After
  install of a brand new heat pump *** did not wire it correctly and scorched
  electrical mark on the brand new heat pump still shows.   

  
  
  

  The
  client did not make us aware about any concerns regarding a “scorch mark” prior
  to moving forward with agreed upon repairs. 
  Our first notice about this was on August 9, 2023 when we received an
  email from her stating:  “Your company
  almost burnt my house down with the scorch mark still on my heat pump your
  company installed.”  This email statement
  was in response to us telling her we were no longer able to accommodate her
  demands. 

  
  
  
  
  

  Did
  not replace the drain line.

  
  
  

  6/30/2023
  – We found that the drain line was not replaced as it should’ve been according
  to our proposal.  We returned on 7/6/2023
  and replaced the drain line at no cost to the client.  We also agreed to repair the damage caused to
  her garage walls because of the drain line at no expense to her. 

  
  
  
  
  

  Water and mold damage throughout entire two car garage and crawl
  space.

  
  
  

  On 8/2/2023, our contractor ***** ****** ******* *********** * ***** ******* arrived to complete the repairs of damage to subfloor and OSB. On
  8/3/2023 the client told our contractor to leave and would not let him finish the
  repair.  On 8/9/2023, ***** ****** ******* *********** arrived to attempt to complete the remaining work. Client
  again told the contractor to leave and would not allow completion of the work
  that was agreed upon.

  
  
  
  
  

  ***
  sent their own contractor who refused to clean up the mold.

  
  
  

  8/3/2023
  & 8/9/2023 - client would not allow the contractor to finish and was told
  to leave the residence. Work agreed upon was not completed due to the client’s
  refusal to let our contractor complete the work.

  
  
  
  
  

  Stole
  the peg board and cut the king stud and jack stud. 

  
  
  

  The
  peg board referred to was part of the wall with damage and was disposed of and
  new wood was put in place of the damaged material. 

  
  
  
  
  

  Continued
  to hide the damage with plywood.

  
  
  

  Plywood
  was the material used to recover the wall where damaged material was
  removed. 

  
  
  
  
  
  
  
  
  

  The
  sill plate is mold ridden and rotted refuses to replace. “I don’t know how to
  replace it. It holds up the entire wall.” Was stated by ***** ******* their
  subcontractor.   

  
  
  

  Our
  contractor, ***** *******, inspected the sill plate and said it was fine.  He never stated he didn't know how to
  remove it, he said it did not need to be replaced. 

  
  
  
  
  

  Stairs
  are still molded and carpet remains intact after stating it would be
  replaced. 

  
  
  

  We
  left it up to the contractor to decide if the carpet would need to
  be placed. Our contractor was forced by the homeowner to leave the
  residence before that was decided. 

  
  
  
  
  

  Bags of trash and wet insulation left in my garage.

  
  
  

  Our contractor was forced to leave the residence before
  completing the project. 

  
  
  
  
  

  Entire
  roll of insulation left uninstalled.

  
  
  

  This
  was extra material the was not needed.  
  

  
  
  
  
  

  Threshold
  in the bathroom can not be covered with flooring because it’s so uneven. 

  
  
  

  Our
  contractor was forced by the homeowner to leave the residence before this work
  could be completed. 

  
  
  
  
  

  After
  multiple attempts to communicate with the company. I voiced concern with the
  contractor due to long criminal record and acting irrationally at my house. The
  contractor says “ I will ask *** what they want me to do. You aren’t paying me.
  It’s up to them.” *** reply was “well no one else has complained so I don’t see
  the problem.”   

  
  
  

  The
  homeowner was trying to get our contractor to do more work than what was agreed
  upon.  When he declined, she became
  hostile towards him then contacted us claiming he was on drugs and a
  criminal.   

  
  
  
  
  

  After
  contractor left the job site unfinished *** states they have done all they can
  do and refuse to finish promised work. I am left at least with a house that
  didn’t burn down. 

  
  
  

  The
  homeowner would not allow our contractor to complete the proposed work as
  agreed upon.  We would not agree with her
  to remove him from the project and allow her to choose her own contractor.  We had as much work as possible completed
  before our contractor was forced to leave the residence.  Our statement to the homeowner on 8/9/23: 

  
  
  
  
  

  “We
  have attempted to have all of the repairs completed that you approved.  We
  are unable to accommodate your demands requesting work above and beyond our
  agreed upon repairs.  We have put forth every effort to address your
  concerns but at this time, we are considering our obligations to you, for both
  the contracted repairs and your HVAC system installation, complete.  We
  wish you the best and hope that you are able to find a service provider that
  can accommodate your needs.”

  

  Business Response

  Date: 10/06/2023

  We have received the notification of *** *****’ response to our response to her BBB complaint.  We will not be responding further to her complaints.  We have attempted to address her concerns and we have not been able to satisfy her.  We have paid a contractor $3500 for repair work to her home per our agreement with her and she would not allow the contractor to complete this work.  (Refer to our earlier response to her original complaint for details.) 

   

  As an accredited member of the BBB with an A+ rating, we hope that it is noted that we go above and beyond to provide excellent customer service.  Unfortunately in the case of *** *****, we will not be able to assist her further and will not engage with her in any negotiations. 

   

  Thank you, 
  ****** ******

  *** Heating and Cooling                                               

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

   

  Customer Answer

  Date: 10/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: You may have paid the contractor there is still water damage and I had to pay someone else to complete the work you paid your contractor. The contractor is a convicted felon. The work was never done. You refused any other communication. How can this be resolved if you never came to the “job site”? Show me the proof? 
  
  Sincerely,
  
  
  
  *** *****

  Customer Answer

  Date: 10/21/2023

  Original date of service was 6/2022

  cost $7,800

  new trane heatpump 2.5 ton install including drain line