Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:08/04/2022
Type: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 had an indoor unit redone, supposed to be new duct work and my outside unit maintenanced on Monday. Well I get home 20mins after they left and I go to check the work they did. Well my outdoor unit that was not making a loud noise that morning is now doing so. It was past 5pm and they were closed so I call Friday when I'm off work (I travel for work) in case they would be able to send someone out because the work was just done. This Monday the 1st they come out and say my compressor is going bad and bc I didn't call Monday they won't fix it. *** said I would have to replace the whole unit and that's on me to purchase. Keep in mind my house is also no longer cooling I told *** if I call some else to show where Ireland (him) messed up would he fix it then. He told me no it's on me. I call a new guy out Tue 2nd to check the work Ireland did. So first the duct that was supposed to be replaced with metal work was not done. They used duct board and duck tape to repair it instead of doing what I agreed to pay for. 2nd my outdoor unit is making noise possibly because when they backed the freon up into it instead of replacing it with new freon the contamination occured in the lines. Which happens when it's not properly vacuumed back. So the freon can be tested to see if this occurred. Me and *** have tried to work things out but he is very demeaning and hung up on me the first time we spoke. I posted a review and tagged the better business bureau on fb in it *** eventually posted on the review for me to call him. Which I called him today on lunch, we still can't work things out. Their line says all calls are recorded so maybe you can request those. He agreed to reimburse the 95$ from the other company coming out. He will not replace the duct work as I agreed to pay for he said he will send the same guy out to seal it off. I did not pay for duct board I paid for new metal duct work. He also said he will not test the freon or repair my outside unit.
Business Response
Date: 08/12/2022
The job we sold you was an air handler and a new plenum
to go through the floor to connect to your existing ductwork. No metal was
mentioned by our supervisor at any time. You were under no pressure to buy
because we handled this transaction over the phone. The use of ductboard material is dictated by what
is already in the crawl space and your ductwork is ductboard. No contractor would connect a metal plenum to
a ductboard trunk line. The air handler was installed well and the technicians
pulled a proper vacuum after flushing the lines; however, we did not give you a
quality job on the plenum. We still need
to rebuild the plenum and we have every intention of doing that for you. Our supervisor has also approved a refund of
$95 for what you paid to another contractor and the check has already been mailed
to you.
You deserve to get exactly what you paid for – a new air
handler, new plenum through the floor and a clean outdoor unit. We believe we have upheld our obligation,
other than the need to rebuild the plenum. Our technicians did nothing to damage or harm your 11-year-old heat pump
compressor. Everything was functioning
properly when they left the evening of the install. To reiterate, sometimes the timing of
equipment failure is terrible but one day a compressor works and the next day it
doesn’t, which is completely out of our control. We will be happy to give you a price to
replace the compressor or the outdoor unit. If you would prefer to go with another contractor that would be your prerogative. Again,
we sincerely apologize for the unfortunate circumstances.Customer Answer
Date: 08/15/2022
I was told that I would be receiving new duct work and that is 8ft worth that is under my house. So as the material type was not communicated well on either part I still did not get new duct work. I was told the same person who messed up the job would be out to reseal the singal board, a singal duct board is 40$. I do not want the same guy nor did I paid 600$ for one duct board. If this will get resolved faster by the 600$ refund then I'd rather that, so I can pay someone else to fix it. I still have to pay someone else to come out an pull the contaminated freon that can now cause damage to the new unit I've purchased along with replacement of my out door unit. Sorry thing didn't go better. 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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
****** *********Business Response
Date: 08/17/2022
We are happy to come out to repair/replace the plenum that was sold to you; however, no additional refunds will be issued. Please let us know when you would like to schedule the repair/replacement of the plenum.Customer Answer
Date: 08/19/2022
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.
*** everything you have suggested recently as a solution I had suggested on our first phone call, and you let me know those solutions were not feasible. What has changed? I no longer trust in your company to do quality work and I would like a refund for service I paid for but did not receive. So this would be the quickest solution for things to be resolved on both our ends
Regards,
****** *********Business Response
Date: 08/25/2022
*** *********, In an effort to achieve closure, we will agree to refund you the price you paid for a new plenum to go through the floor to connect to your existing ductwork; which was $400 (not $600). Your acceptance of this refund will end any and all obligation you have to us and any and all obligation we have to you. This is our final settlement offer.
Thank you for your assistance with add the above response to the open complaint.
******* *****
Ireland Heating & Cooling, Inc.
*** ****** ****** * ********* ** *****
************ * ************ Direct LineBusiness Response
Date: 08/25/2022
*** *********, In an effort to achieve closure, we will agree to refund you the price you paid for a new plenum to go through the floor to connect to your existing ductwork; which was $400 (not $600). Your acceptance of this refund will end any and all obligation you have to us and any and all obligation we have to you. This is our final settlement offer.
Ireland Heating & Cooling, Inc.Customer Answer
Date: 08/29/2022
[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 resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
****** *********
Customer Answer
Date: 09/20/2022
[[BBB TRANSCRIPTION VIA VM FROM THE CONSUMER 9/19/2022 AT 5:14 PM]]
Hi, my name is **** *********. I had received your phone call earlier today about my complaint, I guess Ireland heating cooling. They did send me a check for $400 and everything is. Okay. If you have any other questions call me ************. Thank you."
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