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:11/18/2024

  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.

  On June *******, we purchased the best HVAC system Callahan ******************************************* had. We paid $19,946.00. They have replaced the control board 3 times and it still doesnt work. It has never worked properly. Two weeks ago today they told me they were speaking to their legal team and I would have to talk to them. I dont know who they are and have heard nothing from them. We are out almost $20,000. And have nothing to cool or heat our house with.

  

  Business Response

  Date: 12/06/2024

  Our legal team has reached out to these people multiple times. Which is why we went out and met with them face-to-face on Monday requesting to replace the unit at no charge. We offered a different brand of unit with a lifetime warranty as well. They refused.we offered to fix the unit. They refused. Im not sure what else we can do

  Customer Answer

  Date: 12/09/2024

  Complaint: 22574622
  
  I have reviewed the business' response and am rejecting it because:
  We have not refused anything. Callahan told us they would replace the system with the brand of our choice. The offer they gave us was for a lesser unit.   Weve received bids from other companies and we would like our money returned in full so we can go with a different installer. We dont feel confident with the technicians employed by Callahan.  Their install was not to code. The furnace makes a banging noise when heating up and cooling off. The heat pump doesnt work at all and we are using auxiliary heat all of the time. 
  
  
  Sincerely,
  
  **** Call

  

  Business Response

  Date: 12/11/2024

  Please see attachment for business response.

  

  Business Response

  Date: 12/11/2024

  Business Response from Attorneys of Business:

   

  Please be advised that our firm serves as counsel for ********************** Heating & Cooling, LLC (herein "**********************") in connection with the above-referenced complaint.  I am writing in response to your letter directed to ********************** dated on or about December 6, 2024.  I have reviewed the complaint filed by **** **** with your office and have discussed the same with my client.   Please allow this correspondence to serve as **********************'s response.

  On or about June 15, 2024, **** **** contacted ********************** to obtain an estimate to replace the **** system in his residence located at *********************************************  A true and correct copy of the invoice is attached hereto and incorporated herein by reference as Exhibit "1".

  On or about June 17, 2024, a representative of ********************** met with **** and ***** **** at their home and provided them with four (4) estimates to replace their **** system.  A true and correct copy of the estimate is attached hereto and incorporated herein by reference as Exhibit "2".  After reviewing the same.  *** and Mrs. **** elected to purchase the Ecoer **** system (herein the "Unit").

  On or about June 21, 2024, ********************** installed the Unit at the **** residence pursuant to all manufacturer specifications and local codes.  A true and correct copy of the invoice for the work performed and materials incorporated into the residence is attached hereto as Exhibit "3".

  On or about June 24, 2024, ********************** returned to the ****s' residence to patch a hole in the ceiling.  While at the residence, ********************** addressed the ****s' concerns regarding airflow.  In addition, ********************** assisted Ms. **** with wi-fi connection to the Unit.  A true and correct copy of the invoice for that work performed is attached hereto and incorporated herein by reference as Exhibit "4".

  On or about August 30, 2024, ********************** returned to the ****s' residence for the reason that the Unit was not properly cooling.  ********************** identified a failed Generation 2 condenser control board and replaced the same.  A true and correct copy of the invoice is attached hereto and incorporated herein by reference as Exhibit "5".

  On or about October 4, 2024, ********************** returned to the ****s' residence home because the Unit was again not working properly.  ********************** conferred with the manufacturer, Ecoer, who agreed, pursuant to the manufacturer's warranty, to provide a newly updated Generation 3 condenser control board.  On or about October 5, 2024, ********************** installed the Generation 3 condenser control board. In addition, ********************** installed a surge protector, at no charge to the ****s, to provide additional protection for the board.  A true and correct copy of the invoice is attached hereto and incorporated herein by reference as Exhibit "6".

  On or about October 8, 2024, ********************** returned to the ****s' residence because the ****s reported the Unit was not properly heating the residence.  After a thorough investigation, ********************** determined that the circuit board needed an update/adjustment.  In addition, the service technician ordered a new gas valve and LP kit.  A true and correct copy of the invoice is attached hereto and incorporated herein by reference as Exhibit "7".

  On or about October 11, 2024, Ms. **** emailed ********************** to advise that the Unit was neither heating nor cooling the residence properly.  A true and correct copy of the email is attached hereto and incorporated herein by reference as Exhibit "8".

  On or about October 12, 2024, ***** **********************, with **********************, emailed Ms. **** acknowledging her concerns and indicated that he had been in contact with Ecoer about the issues they had been experiencing with Unit.  A true and correct copy of the email is attached hereto and incorporated herein by reference as Exhibit "9".

  On or about October 14, 2024, ****** *******, service manager for **********************, again returned to the ****s' residence.  Upon arrival, he contacted ****** *******, technical support manager with Ecoer.  They were able to diagnose and remedy the problem.  Thereafter, *** ******* met with *** **** and advised that ********************** is committed to making sure the system is working properly and will be happy to return, at any time,  if it is not working properly.

  On or about October 28, 2024, *** ******* returned to the ****s' residence because the ****s reported that the Unit was not properly cooling the residence.  After investigation and consultation with *** *******, *** ******* determined that the condenser control board was not working properly.  Again, pursuant to the manufacturer's warranty, ***** agreed to ship, overnight, a new Generation 3 condenser control board.  *** ******* explained the issue and solution in detail to Ms. ****. 

  During the site visit on October 28, 2024, *** ******* also informed Ms. **** that Ecoer had offered to replace the Unit.  In the alternative, *** ******* inquired with Ms. **** as to whether she might be interested in replacing the Unit with a similar system manufactured by a different company; Ms. **** indicated that she would be interested in replacing the unit.  A true and correct copy of *** ********* call notes are attached hereto and incorporated herein by reference as Exhibit "10".

  On or about October 29, 2024, ********************** emailed to Ms. **** to extend the same offer.  Notably, **********************, by and through its owner, ***** ********************** (herein "*** **********************"), offered to bear the labor costs associated with the replacement of the Unit.  A true and correct copy of the email is attached hereto and incorporated herein by reference as Exhibit "11". 

  On or about October 30, 2024, Mx. **** emailed *** ********************** and advised that she will accept either (1) a full refund or (2) replacement of the Unit.  A true and correct copy of the email is attached hereto and incorporated herein by reference as Exhibit "12".

  On or about October 31, 2024, *** ********************** emailed Ms. ********************** emailed Ms. **** and advised that ********************** is prepared to replace the Unit with the exact model originally purchased or a comparable system of any other brand.  A true and correct copy of the email is attached hereto and incorporated herein by reference as Exhibit "13".

  Thereafter, *** ********************** emailed Ms. **** to advise that ***** is prepared to send a technical engineer to the residence to assist with the installation as soon as November 8, 2024.  A true and correct copy of the email is attached hereto and incorporated herein by reference as Exhibit "14".

  On or about November 2, 2024, Ms. **** emailed *** ********************** to advise that she had decided she would like to replace the Unit with a Trane S9v2U-VS upflow furnace ****** but incorporated by reference as Exhibit "15".  However, on or about November 2, 2024, *** ********************** emailed Ms. **** to advise that ********************** had received correspondence from the Attorney General regarding her complaint filed with the Attorney General and, as such, would be seeking legal counsel before proceeding.  A true and correct copy of the email is attached hereto and incorporated by reference as Exhibit "16".

  On or about November 13, 2024, our law firm filed a response to the complaint filed by Ms. **** with the Attorney General on behalf of **********************.  Thereafter, on or about November 22, 2024, our office contacted Ms. **** via telephone.  During such phone conversation, our attorney explained to Ms. **** that because of the complaint filed with the *************************, we had advised ********************** not to communicate further with them, but our attorney further explained that ********************** would like to resolve the situation.  ********** also offered to schedule a meeting between the parties at our office for further discussion, which Ms. **** declined to schedule.  Instead, Ms. **** advised that she wants the **** system replaced with a comparable **** system.

  So, on or about December 2, 2024, two (2) ********************** service technicians met with *** and Ms. **** at their residence to discuss concerns regarding the **** system.  Two (2) options were discussed with the ****s:  (1) replacement of the control board and (2) replacement of the **** system with a comparable Amana system at no cost to *** and Ms. ****.

  Ms. **** advised that, based on a Consumer Report document, she would prefer a Trane/American Standard unit.  ********************** advised that, unfortunately, ********************** does not sell or install Trane/American Standard equipment but would be happy to provide other high-quality options within the brands ********************** does represent.  *** and Ms. **** advised that they would consider their options and follow up with ********************** as to their decision.  A true and correct copy of the Onsite Visit Summary is attached hereto and incorporated by reference as Exhibit "17".  To date, the ****s have not communicated with ********************** regarding how thy would like to proceed.

  ********************** acknowledges that *** and Mrs. **** have experienced what are frustrating issues with the Unit, however, ********************** has consistently demonstrated its commitment to resolving the issues to the satisfaction of *** and Mrs. **** and furthermore, has tendered to the manufacturer each issue covered by the ****'s manufacturer's warranty.  More specifically, ********************** has promptly responded to the requests made by *** and Ms. ****, consulted with the manufacturer on several occasions, offered to replace the Unit at no charge with either the same system or a comparable system, coordinated with the manufacturer to have its technical engineer assist with the installation of a replacement unit, and continued to communicate and endeavor to assist the ****s even after they filed a complaint with the Attorney General and posted several negative reviews.

  Based on the foregoing and the attachments hereto, ********************** has provided professional and responsive customer service.  ********************** does not manufacture **** units and therefore cannot unilaterally control the quality of the units or materials provided to customers by specific manufacturers, however, ********************** remains committed to helping customers in every way it can with quality control.  In this matter, ********************** was, and remains, agreeable to replacing the **** system with a comparable **** system, provided the **** system is a system ********************** is authorized to sell and install.

  Please let us know if you need any additional information.  ********************** is hopeful that its response will allow you to close this file concerning the unsubstantiated complaint made by *** **** given that the parties are and have been in negotiations concerning the facts giving rise to this complaint since in or before November 2024.

   

   

   

   

   

  Customer Answer

  Date: 12/12/2024

  Complaint: 22574622
  
  I have reviewed the business' response and am rejecting it because:

  we do not want an AMANA system. 
  
  
  
  Sincerely,
  
  **** Call