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:01/14/2025

  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.

  This complaint is against ALL-Temp Systems Mechanical, Inc. for the improper installation and failure to address issues with an ********* M#*** steam humidifier system. ALL-Temp's actions caused significant inconvenience, property damage, and financial loss. On Aug. 15, 2024, ALL-Temp installed the humidifier on our oil furnace at *********************************************************** The system was turned on in Oct. 2024 due to colder temperatures and lower humidity. Initially unsure how to use the unit, we had an ALL-Temp technician visit on Oct. 29, 2024, to confirm it was working and show us how to use it. Immediately upon use, we noticed significant condensation in our sunroom, with water covering the windows and walls, pooling on the floor. On Dec. 3, 2024, we discovered basement flooding caused by the pump attached to the humidifier. On Dec. 4, 2024, to mitigate the condensation in the sunroom, All-Temp disconnected the humidification vent leading to that area. They identified that the basement flooding was due to a tripped GFCI outlet which cut power to the condensate pump. They reset the outlet and recommended to replace it with a standard non-GFCI outlet if the problem persisted. However, we did not follow their recommendation because according to the current *** and ************* ********** **** **** *** *****), replacing a GFCI outlet with a non-GFCI outlet is generally prohibited in locations where GFCI protection is required, such as basements.ALL-Temp attempted to charge $300 for this service, which we refused Since these problems occurred immediately after installation. ALL-Temp then refused further assistance. Despite installing a dedicated circuit for the pump, further flooding occurred. Another company ***************** and ********* confirmed improper installation as the root cause. Their findings state: "Repair the condensate line as it is frozen vinyl outside, which is causing the pump to run continuously and overflow." Corrective work cost $900.

  Customer Answer

  Date: 01/14/2025

  We have already paid **** **** for repairs necessitated by ALL-Temp's improper installation of the water line exiting the house. The improper installation caused the water line to freeze, preventing water from exiting the house. This issue led to the pump being overworked, resulting in excessive electricity consumption, short circuit, and excessive wear and tear on the pump (**** **** technician noticed burning smell coming from overworked pump) .
  As a result, we are requesting that ALL-Temp refund a portion of the original installation cost specifically the amount corresponding to the incorrectly installed water line, which had to be reinstalled by another ********company i.e. $900. This step became necessary after ALL-Temp declined to provide further service to address the issue. Alternatively they can provide a new pump to replace the excessive wear and tear on the current pump which only installed a few months ago. 

  

  Business Response

  Date: 02/13/2025

  All-Temp priced and installed the humidifier utilizing the pre-existing condensate pump/drain line and GFCI outlet. Upon receiving a service call for a water leak and condensation in the sunroom after the installation was done, we responded promptly. The customer requested the ducts in the sunroom be blocked or removed as he did not want to heat or humidify that area. Here are the invoice details as written by the technician on 12/4/24 (copy of invoice attached).

  Water leak/ humidifier issue- in regard to the water leak, found no evidence of pump failing or any loose connections in drains. Customer informed me that GFI where the pump was plugged into had previously tripped this most likely cause the water leak. Tested pump operation system is draining properly at this time. Humidifier- customer complaint of humidity reaching sunroom where it is not wanted and causing moisture. Found Metal Zone damper inside ductwork on runs towards sunroom. Closed damper and taped shut to prevent any air getting by. Also stuffed insulation into supply registers in sunroom. One possible fix for issue would be to replace metal damper with electronic Zone damper.
  
  Recommendation replace Metal Zone damper with electronic Zone damper for tighter seal to prevent air getting into sunroom. Ductwork size is 8x8
  NO CHARGE per Paul

  Initially we were going to charge the customer for our work that day because this was not a problem with the new humidifier we installed. The problems were due to the existing ductwork as well as the water leak which was caused by an existing GCFI outlet that failed. This was not a warranty service call which should have been charged to the customer. The customer refused to pay the non-warranty charges related to the existing issues in the home that we addressed. Our service manager, Paul decided to wave the charges and both parties agreed that we no longer do business due to this misunderstanding.

  The customer had decided not to do business with All-Temp in the future due to the fact that they did not want to pay for charges outside of the humidifier install warranty. Therefore, we were not able to return to the home to ensure everything else was functioning properly. If any other adjustments needed to be made to the humidifier they would have been performed at no charge to the customer. To move an existing small plastic drain line is not a $900.00 job even if it was chargeable by All-Temp.

  In closing, because the customer decided not to pay for billable work, end our business relationship and pay a very high cost to another contractor to move a drain line, All-Temp should not be held responsible for this due to the events which transpired between both parties as explained above.
  

   

  Customer Answer

  Date: 02/24/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  Dear BBB,
  Thank you to All-Temp for their response to our complaint regarding the improper installation of the ********* M#*** steam humidifier at our residence on August 15, 2024. While we acknowledge their perspective, we strongly disagree with their assessment of the situation and their attempt to shift responsibility for the damages and costs incurred due to your improper installation. Below, we address the key points of their response and reaffirm our position.
  Use of Pre-Existing Equipment While it is true that All-Temp utilized the pre-existing condensate pump, drain line, and GFCI outlet, the decision to do so without verifying their suitability for the newly installed system constitutes negligence. As professionals, it was their responsibility to ensure that all components, pump included, were compatible and capable of handling the humidifier's output before installation was deemed complete.
  Water Leak and Condensation Issues After the installation, we promptly reported significant condensation issues in the sunroom and subsequent water leaks in the basement. All-Temp technician responded on December 4, 2024, by closing the sunroom duct and identifying a tripped GFCI outlet as the probable cause of the basement flooding. However, at no point did their team identify or address the improperly routed condensate drain line, which led to continuous and strenuous pump operation to the point of constant tripping the *** outlet, and was later confirmed by **** ******* ******* *** as the primary cause of the ongoing flooding issue.
  Misrepresentation of Events and Charges All-Temps response states that the service call on December 4, 2024, was not related to the humidifier installation but rather pre-existing issues with our homes ductwork and electrical system. However, the fact remains that the issues only began after the humidifier installation, indicating a direct correlation between their work and the resulting damage. Additionally, the invoice provided by ****************** ******* *** explicitly states that the condensate line was improperly installed and routed outside, leading to freezing, continuous pump operation, and overflow.
  Moreover,All-Temps assertion that the repair work was overcharged is irrelevant. The cost of corrective work was necessary due to the improper installation, and as such, All-Temp should be responsible for refunding the cost of installation.
  Refusal to Provide Further Service All-Temps claim that we refused to pay for non-warranty charges misrepresents the situation. We refused to pay for a service call that should have been covered under warranty, as the issues were a direct result of your installation errors. Instead of addressing the matter in good faith, All-Temp unilaterally terminated the business relationship and refused further assistance, leaving us with no choice but to seek a second opinion and pay for necessary repairs out of pocket.
  Resolution Given the above, we stand by our original request for:
  Refund $900 from installation cost.
  Should All-Temp continue to refuse to take responsibility for the damages caused by the installation, we are prepared to escalate this matter by filing a claim in small claims court and reporting this incident to the ***************************************
  We hope to resolve this matter amicably.
  
  Kind Regards,
  **** & ******
  

  

  Business Response

  Date: 02/25/2025

  All-Temp Systems has not changed its position on the matter, and the customer may proceed however they wish. 

  Customer Answer

  Date: 02/25/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  We appreciate All-Temps response to our complaint regarding the improper installation of the ********* M#*** steam humidifier, but we strongly disagree with their attempt to shift responsibility for the resulting damages and costs, as their failure to verify pre-existing equipment, improper condensate drain routing, and misrepresentation of events directly led to significant water damage, necessitating corrective repairs; therefore, we request a $900 refund.

  Sincerely,
  
  **** *****