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:10/07/2023

  Type:Sales and Advertising 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.

  RPM provided us with an estimate and invoice to purchase and install a ********** mini-split air conditioning and heat pump units ****************************** May, 2022. The owner **** recommended these units to supplement the central air unit he installed in 2021. He explained to us that the heat pump would supplement our heat down to 40 degrees outside temperature. October, 2022 we realized the units installed were a lower model that only provided cooling. We contacted **** and he came to our house and assured us that they would exchange the units but he sited supply chain issues with his supplier and assured us he would take care of the problem. We have reached out to **** multiple times without success. The estimate and invoice state that RPM guarantees that All material is guaranteed to be as specified The last text we received from **** stated that due to an economic shift he will not be able to replace our units as he had on multiple occasions assured us that he would take care of us. We just want the units that we expected and paid for. The pictures of the unit we do have is attached. The estimate was for $6500.00 and the invoice was $6100 because the electricians portion was lower due to the fact we already had an electrical box outside.

  Customer Answer

  Date: 10/18/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 10/18/2023

  Dear ****, 

  Firstly, we apologize for the miscommunication with your project.

  In July of *************************************************************** your attic, we were all under the understanding that it was difficult to get air to the first floor of your home. Nevertheless, we continued the project with the understanding that it was primarily going to service the second floor. After the first year of using the new central air system the ******** family said they need more a/c for the first floor. We provided a quote and came to agreement that the product on estimate would be installed. When asked about Mini splits RPM had mentioned that "all Mini splits have supplemental heat". To Our understanding and experience all Mini splits we had seen and installed did have heat capable of adequately heating at outdoor temps of ***** degrees. Come to find out our supplier had and suggested MITMSZGL18NAU1 & MITMUGL18NAU1. We used this model on the quote with the understanding that it did have some heat function. The customer was given a quote with specific model numbers that could have been used to ensure what they were getting. We try our best to not miss anything or cause any inconvenience. However, this wasn't as big of a deal, until the boiler started to fail for the ******** family. The Boiler started to fail late October 2022 which was when the bonus of getting an a/c with heat became we purchased the Mini split for heat. We preformed repairs on the ********** boiler which I'll attach here. We recommended replacement as the boiler was very old. They said they wanted the repairs, and we conducted them. The Boiler ran till July of this year. We were contacted again about the matter, and we do not have the ability to buy a new system and install it for free. It is costly to run a business and we are just unable to absorb this as we would, if we could. 

  With all respect the Timeline and facts speak for themselves. There was never an issue after it was installed for more than a year. The bonus feature of heat wasn't tested after installation as that is not what it was purchased for. Furthermore, the quote does not mention or gear towards the unit producing or having heating capabilities unless you consider that under the word "Mini split" like we falsely did. 

  Your Unit was purchased as it was quoted, as specified. 

  Customer Answer

  Date: 10/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:07/17/2023

  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.

  I am having trouble getting service to repair the malfunctioning HVAC system in my home that was installed by RPM ******************************************* of ******, ** on July 22, 2022. The system, manufactured by *********** and its installation is under warranty from RPM for one year from the date of purchase. In the cool mode, the system does not produce cold air and does not cool the 2nd floor or the addition. The issue is that the suction line (wide pipe) is at ambient temperature, whereas the liquid line (narrow pipe) is cold and condensing water. In a normally functioning heat pump in cool mode, the opposite should be occurring. This system is malfunctioning. I reported this to RPM on July 5, 2023, but the owner ************************* told me he could not help until he returned from vacation. On July 11, 2023, RPM technicians visited the house, but did not fix the problem. The owner, *************************, and I exchanged text messages later that day to troubleshoot. He said he would have to visit to further check the system and solve the problem. I have requested for ******************** to visit, but he has not returned my calls or messages since July 12, 2023.

  

  Business Response

  Date: 07/20/2023

  ******* called the client and has a scheduled a visit for Monday July 24, 2023 between 9-9:30 am.  To try and resolve the problem.  The customer wanted immediate service and we were not available to meet his request on July 5th as our office was closed.   In addition, it has rained 40% of July so far.  According to our EPA standards we are mandated to follow, the weather conditions are a critical part of the assessment.  The humidity/moisture in are determinants if we can evacuate the refrigerant and then add refrigerant.   The weather has caused many delays out of our control.  We want happy customers! 

   

  Customer Answer

  Date: 07/28/2023

  Better Business Bureau:
  
  I have reviewed the response submitted by the business. ******************** and his team visited my house and fixed the **** system in question. His response satisfies my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************