Complaints

This profile includes complaints for McCrea Heating And Air Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  McCrea Heating And Air Conditioning

  4463 Beech Rd Temple Hills, MD 20748-6703

  
• 

  McCrea Heating & Air Conditioning

  16855 Sussex Hwy Bridgeville, DE 19933-4012

• 

  McCrea Heating And Air Conditioning

  151 Commerce Ave Greencastle, PA 17225-9451

  
• 

  McCrea Heating And Air Conditioning

  PO Box 10 Greencastle, PA 17225-0010

  

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:10/17/2023

  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.

  We had a new mini split unit installed in our home last fall. It worked fabulous all winter, when it came time to switch from heat to cool, the until stopped functioning. April was the last time it worked. We went through the entire summer with 0 air conditioning, not even the fan function would work. The whole unit would not turn on, multiple technicians, have come and gone, multiple things replaced. They finally got it working again beginning of September. Worked for less than 30 days, went to switch from cooling to heat and the unit blew again. Now a Different technician is attempting to fix, was supposed to come at noon. Didn't arrive until 2:30, tech support wont call him back so here we are wasting more and more time.

  Business Response

  Date: 11/20/2023

  Summation:  First off, the ********* have been extremely patient and fully cooperative with us during such a frustrating string of events of the installation of full ****** mini split system on 6/14/2023 by McCrea Heating and Air. This residence had 9 service calls in total between the dates 6/22/23 to 10/10/23 for diagnostics of new system not working. McCrea team advised ****** technical support at 2nd service call of the ongoing electrical issues with the outdoor unit and requested a case be started and with all diagnostics being completed through ****** technical support. Several requests were placed with ****** tech support to replace outdoor unit as we deemed it faulty from factory by the end of the 4th service call within a few days of the installation. In total 5 parts were replaced per ****** technical recommendation with no long-term favorable outcome. McCrea began escalating the replacement request to the highest-level management tier on behalf of our customer and was given final approval to replace the outdoor unit at the end of the 10/10/2023 visit. As of 10/23/2023 new outdoor unit was replaced with no additional issues to date. We have offered our customer a 2-year maintenance membership for the entire system which includes 1 outdoor unit and 4 indoor heads with a value of $ 565.50 to help defray some of the family's lost time and any extra cost associated with the inconvenience this has caused them. This was a manufacturing issue with the equipment failure, and nothing to do with our installation or quality of workmanship. We have reached out to the customer today and left a voice mail for them to call us back. Thank you.

  ****

    *******************- ******

  Office Manager
  
  PA Division of McCrea Heating and Air

  ************

  Business Response

  Date: 12/04/2023

  Good morning,

   I will need the homeowner to contact us regarding compensation. This was a ****** manufacturing issues, not a McCrea heating and Air issue. I cannot speak on behalf of ******; I am not an employee of ***** Manufacuring. 

• Initial Complaint

  Date:08/23/2022

  Type:Product 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.

  June 2021 McCrea installed a new HVAC unit for our upstairs. We live in an older house, the original part of the house is around 100+ years old. We had the duct work replaced 10 or so years ago, and were told by the McCrea representative that we should replace our existing 2.0T unit with a new efficient Variable speed R410 refrigerant 2.0T unit from Carrier. The installers indicated good duct work. We immediately had issues with the new unit. The unit has never been able to keep the upstairs cool to 70-72 degrees that our non McCrea unit can consistently maintain downstairs. There were initial setup error codes. This necessitated replacement of the control wire from the thermostat to outside unit. This did not remedy the over heating condition. McCrea Service Techs and the Service Installation manager came on 4 visits giving us a different answer every time. On hot days (95/+) the room with the thermometer read as high as 79-80+ degrees. Please note that the room with the thermostat is that high, the other three rooms on the same floor are consistently 5-10 degrees hotter. McCrea finally, after a year of being installed, captured sizing data and had their engineering dept conduct a Manual J and engineering assessment including the ducts. They used Manual J Tightness of "average" despite the age of the home. They recommended $4000+ of new duct work. The unit they selected at sale time they are now saying requires larger duct work. Also in the past month McCrea sent a contractor to check for infiltration and heat/cool loss of the house. The contractor said that our house had much higher infiltration than is characterized by a Manual J rating of "average". We have an $11,000 HVAC, which from the day it was installed has been unable to cool the upstairs of our house. We have asked for the unit to be fixed/removed but McCrea would like us to spend an additional $4,000+ to replace duct work. McCrea's has been dismissive of our situation and complaints.

  Business Response

  Date: 09/13/2022

  The ongoing issue with this home is infiltration.  We performed a load calculation that verified the size of equipment needed and an energy audit that identified why there are certain areas that have a greater heat gain and loss.  We did note some supply duct changes that could help but these changes would have minimal effect based on the air tightness of the home.  The current return ducting is correct for the capacity of the system installed.  The system has shown the ability to maintain a 17 to 20 degree delta from outdoor temperature.  There are many codes that govern the sizing of air conditioning systems and those have been followed.  To expect an air conditioner to maintain 70 to 72 degrees when the outdoor ambient is 95 degrees or higher is not realistic for any system.   It is my recommendation to make the upgrades to the insulation and have a top seal completed to reduce the amount of air infiltration.

  Customer Answer

  Date: 09/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  From: *******@***********.com <*******@***********.com>
  Date: Thu, Sep 29, 2022 at 1:17 PM
  Subject: Customer Response. Complaint ID ********. McCrea Heating & Air Conditioning Services of Maryland, L.L.C
  To: *******@mybbb.org <*******@mybbb.org>
  Cc: ***** ******* <***********************>
  
  *** ******,
  Here is our response:
  
  The ongoing issue with this home is incorrect selection of HVAC equipment by the HVAC company at the specification of the contract.  The company was given access to the space to compute HVAC sizing and they were given information that a larger unit may have been required at the initial discussion.  The HVAC provider did not conduct unit sizing until nearly 1 year after the $11,000 unit had been installed, despite consistent complaint that the unit was not able to cool even a reduced space.  At the point that the company used their engineering department to finally do a Manual J sizing, they used incorrect tightness criteria to justify the idea that the installed unit exceeded the requirement despite the temperature curves indicating the unit was not able to keep up at loads above 80 degrees.  After this engineering assessment, the HVAC company did admit that the unit they specified would not work with existing ducting.  This was identified a year after installation despite their assurances when the contract was signed that the unit they selected would cool the space.  Now the HVAC contractor has shifted to emphasize infiltration which has not changed since they initially specified the system.  The problem is that the HVAC contractor did not accurately select a system for the existing application in a 100-year old home.  The system does not keep up at summer temperatures because they put in a system that does not work with existing ducting and does not provide adequate capacity, air flow, cooling etc. to keep up with the heat load.  Instead of removing / replacing the incorrect unit HVAC contractor is emphasizing things they should have found in their specification process, and emphasizing that the 100-year-old house does not match new construction standards.
  
  Sincerely,
  
  ****** *******
  
  ###-###-####
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/08/2022

  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 purchased a central air unit for our first floor and two ********** wall units on our 2nd floor. After installing our upstairs bedroom wall unit they left a hole in my closest that I could see the outside pathway next to our house. I talked to them through email and text for a few months asking when they'd send someone out to fix it, they never did. Instead my father and I did it ourselves. After installing our central air unit in the basement they put in a small drain line and drilled through the side of my house. I figured they'd caulk it, make sure my basement was sealed against the elements. Never happened. Multiple times over the years I have had to contact this company for issues with the unit they installed in the basement, every time I get the same receptionist. Don't know her name, but every time we speak she makes me want to bang my head against the wall. I try to explain the problem, and she would argue with me over it being the trap clogged. I'd tell her it wasn't, we snaked the line multiple times and never got anything. Well that's what the problem is and it's going to be 109.99 for someone to come out and fix it. Guy gets out here and guess what? Whoever cut the pvc pipe that connects to our pump didn't angle the cut, it was flush against the bottom of the basin and was suctioned to the bottom of the basin. Did they take responsibility for destroying the shelf life of our pump? Nope, not covered by our warranty. How can this company even be considered professional? At this point I wish I had paid some circus clowns $13k to install the units, I'd stake my life that they'd of done a better job.

  Business Response

  Date: 10/18/2022

  October
  17th, 2022

  Dear
  *** *****:
  
  Please accept this correspondence in
  response to your email communication dated October 14th, 2022,
  regarding the above referenced matter.
  
  We appreciate the opportunity to respond to *** ******** complaint.
  
  In reference to the desired resolution, the repairs were
  made on 8/18/22. The
  technician completed the *** repair and sealed the line set penetrations. He
  checked the overall operation and verified the condensation pump was working to
  manufacturer specifications.
  
  There are no open ticket items currently.
  
  Regards,
  
  Ray
  W***
  Senior
  Service Specialist