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:11/18/2022

  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.

  My wife and I reached out to LeProvost to inquire about installing split systems in our new home because our energy bill during our first winter was close to $750+/month to heat using the system that was here when we moved in (12/2021). A representative from the company came to our home and told us that split systems would effectively heat each room in our home that they were installed in during the the winter and keep rooms cool in the summer and would lower our energy costs. He also advised us on the type of split systems we would need to do this properly. We hired the company and got 3 split systems were installed (daughters bedroom, my bedroom, and in the living room). As the weather has gotten colder over the past month, the split systems have not worked effectively. It has been very cold in our bedrooms and this has been particularly concerning because my 3 year old daughter has severe asthma so she needs a bedroom that is not too cold. My wife reached out to the company and a rep came over and told us that the systems had not been installed correctly. I then reached out asking for this to be fixed. The owner of the company came over to my home this morning told us that the systems were installed correctly and the split systems were not meant to heat the rooms on their own. He said they will only work effectively if used in conjunction with our current unit, which is not what we were told prior to purchasing the units. My wife and I purchased specific units, because we were informed by their representative that they would be effective in properly heating each room they were installed in specifically considering how cold it typically gets during the winter time in our area. In addition, the owner who come over our home today was rude and argumentative. He raised his voice on numerous occasions which frightened my daughter. When I asked him to leave my home, he did not immediately do so, but rather continued talking and took his time before finally leaving.

  

  Business Response

  Date: 12/09/2022

  The Mini Split Heat Pump System was designed to work with their existing heating and cooling system that had insufficient duct work and did not heat or cool to the customers liking. We installed three indoor heat pump heads (one in each main living space) to work in conjunction with their newly installed gas fired high efficient Hydro Air System installed by another company a year ago that could not totally heat or cool the very large square foot house with 12 to 20ceilings and many large glass windows facing south with solar gain in Summer and a very large heating load in the Winter. 
  In most situations, as in this particular situation, Mini Split Heat Pump Systems are a supplemental heat and customers need to keep both systems on in order to maintain a comfortable temperature.  It will cost them significantly to be warm with such a large house and extremely high energy costs in the Northeast.  Our seasoned Sales Rep is truly knowledgeable and, understands, a Mini Split Heat Pump would not be able to be the primary source of heat or air conditioning in a house of this size and would only recommend the system to work in conjunction with the current heating system.
  Upon my arrival the house was above 70 degrees and all family members were in shorts and barefoot.  It was very comfortable if not extremely warm and the heat pumps were currently off at the time.
  So in saying all of the above it does not excuse my conduct at your home and scaring you daughter.  For that I am very sorry and apologize for my actions.