Complaints

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• Initial Complaint

  Date:02/16/2023

  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.

  Discovered water in the basement, early January of 2023. Most of the water was near our furnace. Called Apollo and the technician stated the water was coming from a broken heat exchange and a broken condensation line from our furnace. The technician stated the furnace needed to be replaced. We had Apollo replace the furnace the following day. Several days later, we called Apollo back to our house due to the water continuing to pool under the new furnace. That technician told us the water had nothing to do with our furnace. We spent nearly $8000 on a new furnace Apollo stated we needed, when we didnt.

  

  Business Response

  Date: 03/10/2023

  ************************* called Apollo on 1/10/23 requesting service. We quickly dispatched one of our Senior Technicians **** that has been with us for over 11 years to ***************** home. On 1/10/23 ************** analyzed the furnace. The existing furnace was a 25-year-old **** model # Ntgm075, serial #**********. The findings from ***** diagnostic did indicate that the secondary heat exchanger was in fact leaking. Also on the primary heat exchanger the eyelets where cracked and leaking making it an unsafe furnace to operate. Also the condensate drain line was all taped up with duct tape and leaking on the floor as well.After ***** finding he discussed with ************************* his options and presented him a new furnace replacement which was agreed to and signed by *********************.
  The next day 1/11/23 we dispatched an install crew to install the new furnace. Everything went well and was working fine when we left.
  Two days later on 1/13/23 we were dispatched to Mr.********** home again for water on the floor. When ************** **** arrived he looked through the furnace and install and everything was operating to specs. ***** finding on the water being on the floor was in was residual water from the previous leak 2 days before and shared his findings with ********************** who also agreed the water was from the leak before.
  We have not heard anything after 1-13-23 from ********************** that there was any issues with the product or the install. There have been no calls to Apollo or requests for service. This is the first time we have heard anything beyond ***** last visit on 1-13-23
  Mr. ********** existing furnace was 25 years old and unsafe to operate which is well beyond the average life expectancy of a furnace in our area. We presented options for replacement, and he choose to move forward. A New Carrier High Efficient furnace was installed. We feel we performed our obligations and hope there is no hard feelings between ********************** and Apollo.
  
  Thank You.
  Apollo Heating & Air