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:08/17/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 have had an issue with this person since the fall of 2020 when he had an inexperienced person install my furnace. I also had my AC unit replaced at the same time which because the time of year it was I wasn't able to run the AC. The owner of this company has come back several times to fix issues with the furnace and when running the AC there was problems with high humidity in the house that I didn't have before. He tried to find the problem but was not able to. He installed a 2 ton unit and it cooled the house fine but did not draw much humidity out. He explained that it was a high efficient AC and was not running long enough to pull enough humidity out so I ask if going back to the 1 1/2 ton unit that I had before would make a difference and he said it could so I decided to go back and he changed it out. I did not know that he had not changed the coil or the piston to match the smaller unit which caused the AC not tp perform the way it should. I hired another Heating and cooling person to look things over and that was what he told me. Also the first guy ( ***** ****** is his name) had installed a small return air vent in the kitchen and in the attic he left an 1/12 gap around the opening that was not sealed and was allowing hot air from the attic to be drawn in and insulation to fall through the vent .Also on the furnace, because it has a humidifier used a metal pipe which is going to cause it to rust. I now have to replace this. He knew the things that was done was not right but he was tired of dealing with the issue .I lost my husband in 2020 to covid and lost 30,000 in income and cannot afford to fix these problems and he has since blocked me from being able to contact him. I have statements from the heating and cooling person on the problems and an estimate to fix the furnace issue but the AC would not had to be replaced again had he been honest with me. He said the smaller unit should cool the house just fine and it might have.

  Business Response

  Date: 10/12/2022

  To whom this may concern,
  I am responding to the complaint filed.  During the installation of the furnace and condenser at **** * *** ***** **** ** ************ ******* ***** myself and technician installed a 2 ton 16 SEER condenser with a cased 2 ton coil and a 90% high efficiency down flow gas furnace.  We installed this system as a direct replacement for the current 1998 2 ton system that was currently in place.  The only changes to the system specifications is that we switched the 2 ton condenser to a 16 SEER and the furnace from an 80% to a 90% for better energy efficiency.  
  
  Once the system was installed we were contacted by the home owner regarding concerns of high humidity levels.  I personally went to verify the system operation and inspect the residency for any potential causes for high humidity.  While inspecting I found a faulty attic vent and a leak at a spigot in the basement.  The inspection and repairs for these were no charge as the home owner advised of a financial concern.  The humidity issue continued.  The home owner contacted Summers Heating and Cooling.  The technician came and inspected.  I was not able to be on site at the time of this inspection however the tech advised the home owner that the system is too big for the home.  The home owner advised me of this and I assured her that if this air conditioner is too big we will make it right.  Once the supervised for Summers Heating and Cooling came out they verified that the system is not too big for the residency and cannot assist further.  
  Myself and the home owner discussed possible solutions and I felt it was necessary to bring in a plumbing team to evaluate the crawl space for further leaks.  I contracted HFI another company to assist and they found only one leak to repair and it was minor.  I paid for this service to alleviate the financial responsibility of the home owner.  The crawl space had an existing dehumidifier which was not working properly and the homeowner purchased a new to place in the crawl.  The homeowner advised what are the possible chances being she had her home remodeled that the air return was not pulling enough and if she could have more returns installed in her home.  We did work with the return and separated it into two returns so there would be one in the common area and kitchen.  The kitchen return was the existing vent.  The home owner continued to believe the condenser was too big for her household.  I advised I don’t believe it is however if she wants it to be replaced I would do that however I would not warranty the service as it is not the size for requirement via sq footage of her home.  The home owner advised she would like us to replace it with a 1.5 ton and strongly believed her previous system was smaller.  During this process the homeowner would request small repairs on her home such as repairing drain pipe to the yard and moving cat food into the home for the resident.  We scheduled with the home owner and replaced the 16 SEER 2 ton condenser with a 16 SEER 1.5 ton condenser at the homeowners request.  When installed we replaced the piston in the coil however we did not replace the coil because it was installed with the 2 ton system on November 2020.  The new condenser come with the specific size piston required for the coil.  We installed the 1.5 ton at the home owners request and separated the return at the home owners request.  
  
  
  ***** ******
  

  Facilities Manager
  

  
  

  Customer Answer

  Date: 10/24/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  ********** ********* ******* *********
  ***** *****************
  ***** **** *** *** **** ** ***** **
  ******** ******* **** *******
  *** *************************
  
  My complaint# is ******** this case was closed yesterday and I have an invoice from the heating and cooling place for an estimate to fix the issue with the furnace. I also have a receipt for the plumbing to repair the leak in the downstair area that Doyle said he covered and I also wanted to pay him fro the corrugated pipe in the yard a worker put in but was told he didn't know what it cost. Also I did ask for some help with 3 bags of cat litter. I will pay him for this if I can have a bill. The issue with the furnace is my main concern because he put a metal pipe to the furnace that should have been pvc due to a rust problem because of the humidifier.He could have handled this at little cost to him but it will cost me 400.00 to fix and yes my finances are a problem since the passing of my husband. I only want this repair to be done and since he has blocked my calls I have only the BBB to call on. Please reopen this complaint and I will send the invoices I have. Thanks, ****** ******
  Sent from ****** ****** *********************
  

  
  

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  Regards,
  
  
  
  ****** ******