Complaints

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• Initial Complaint

  Date:12/28/2023

  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.

  Initial bad installation of faulty unit was on or about 1-31-21. On or about 6-23-21, air conditioner was not working, due to improper electric hook-up.
  Unauthorized work by ******** employee was performed, and I am being billed.
  I certified-mailed owner, thru USPS, Jeff ********, who never contacted me or had electric plug-in connected.
  Now this unit furnace does not work, due to bad blower motor.
  I phoned Jeff ******** on Nov. 27,2023, asking him to call and come for repairs. I did not receive a call so I called again on Nov. 30, 2023, and was told that I am put on "credit hold". I asked for who is in charge and was told, Mike Collins. I asked MIke to call me, but he has not.
  I still do not have heat from this unit, which has a labor-free 5 year warranty, am charged for something that I did not authorize, and the unit plug-in still is not hooked-up.

  

  Business Response

  Date: 12/28/2023

       ******** and
  Sons replaced a unit for Mr. ********** on 1/19/21.  After the installation the unit was tested
  and everything was working as it should. 
  On 6/14/21, 5 months later, we received a call that the newly installed
  unit was not coming on.  ********’s
  service technician found New power issues to the compressor which made it
  appear that the compressor had gone bad. 
  While diagnosing this issue our service technician was instructed by Mr.
  Armbruster to “fix the other unit” on his roof while we were there.  The other unit was low on refrigerant which
  our technician added refrigerant to the unit to “Fix It" as
  instructed.  After Mr. ********** received
  the bill for this repair on the additional unit he Declined Payment on bill
  stating that the repairs were not authorized after asking us to fix the unit.  When returning to replace the compressor on the
  unit we newly installed our additional technician found the compressor to be in
  good standing and the main power to the unit being the issue.  ********’s service technician informed Mr.
  Armbruster that he would need an electrician to find the issue in the main
  power line from the building.  After the Electrician
  that Mr. ********** hired fixed the power to the unit, the power legs were now
  switched causing the compressor to run incorrectly.  After a 3rd visit from one of our service
  technicians (under warranty), we were able to correct the wiring and get the
  unit running properly again as it did for the prior 5 months.  Per the contract that Mr. ********** signed,
  the unit came with a (5) year compressor warranty from the manufacturer, a (10)
  year heat exchanger warranty from the manufacturer, and a (1) labor warranty.  All work that we performed on the newly
  installed unit was done under these warranties. 
  The additional work that we performed on the other unit that we were asked
  to fix, that we did not install, was billed accordingly.  Since Mr. ********** refused to pay this bill,
  the account was put on credit hold as we had an open invoice and a refusal to
  pay for the requested services.  If Mr.
  Armbruster pays for the services he requested we will take his account off of
  Credit Hold and will perform service work on a COD basis as the new unit is now
  out of labor warranty for almost 3 years. 
  ******** and Sons is a 73 year old company that always stands behind its
  work and the warranties is provides, and will continue to do so.

  Customer Answer

  Date: 01/11/2024

   

  This is my response to Galmich and Sons' response:

  
  

  
  

  Jeff ********

  Owner of ******** and Sons Heating and Cooling

   

  VIA: Certified Mail

   

  Re: improper installation, troubleshooting, and billing at **** ****** ****/ St Louis, MO *****

   

  Jeff:

   

  You assisted me in the bid for this Daikin self-contained rooftop unit model ************* (3ton) phase 90,000BTU, on 1-19-21, after Jim Cross recommended you to me.

  On or about 1-31-2021, your workers installed it.

  When the air conditioner was needed in mid-June, it did not cool. I had to wait for your worker, ****** to troubleshoot.

  He said that it had a bad condensor.

  Since it was very hot, he did wanted to help keep my person inside the building too hot, so he looked at the other rooftop unit. I did not authorize ****** to fill the unit, but he said that he added a pound and a half of refrigerant, to have it run. The unit could have been pressured, to find a leak.

   

  On June 23, 2021, when your worker, ****** came to install a replacement Daikin compressor, he said that the existing compressor was good. He said that it is missing a third leg of power. He said that it was beyond his skill, so I needed to hire an electrician.

  I hired an electrician, who told me that all three legs of 3 phase were there, that the workers hooked up the electricity in the Daikin wrong, making the condensor run backwards.

  The electrician talked to your head staff, to tell them that gauges were need to determine that the condensor was hooked up wrong, making it run backwards. Your staff knew that they could not tell me excuses, that he will send your best commercial worker, **** there.

  When **** came, the condensor was running backwards, because the wrong leg of power was installed in the wrong place. At the thermostat, wires were hooked up wrong. The liquid line trap was not hooked up, to prevent it from flapping in the wind. The yellow wire was disconnected to the control, probably by ****** on 6-23-21 for safety.

  **** told me these are stupid mistakes.

   

  When ***** found out about refrigerant being added to the other unit, he sent me a bill for $1.385.50.

  On 6-25-21, I called you personally, early. *** took note and e-mailed you, saying she was sure you would call me. I called again at 6am on July 9 to talk to you.

  The plug-in outlet on the outside of the Daikin is not hooked up with electricity.

   

  This is considered guarantee work, and there is no fee, at all.

  If your workers installing the unit, or troubleshooting on two days did not know what they were doing,

  why were they sent?

  Act in good faith, and delete all balance due, please. I am not happy.

  Thank you.

  

  Business Response

  Date: 01/12/2024

  ******** installed and tested the unit upon installation.  The unit was working as it should after the installation and the following 5 months after.  Per the contract, ******** and Sons connected to the existing Gas and Electric that was provided on the roof.  ******** is not responsible for the unfortunate electrical issues that arose 5 months after the installation was completed.  Mr. ********** DID give us the OK to "Fix" the other unit on the roof to give cooling to his tenants.  He expressed in his complaint that we should have pressurized the unit to find the leak prior to adding refrigerant to bring it to proper pressure.  What would he like us to pressurize the unit with? Something besides refrigerant? Unfortunately there is no other way to pressurize a unit that already has refrigerant in it beside adding more refrigerant, unless he would like us to damage the compressor and subsequent coils that were already leaking.  It sounds like after Mr. ********** gave our technicians the OK to "FIX" the unit as instructed, he was unaware of what he asked out service technician to do, as the only immediate "FIX" that he asked for is to add more refrigerant to bring the unit pressure where it need to be.  His only option on the other unit that he owes ******** for "Fixing" is to replace the condenser coil, which would have been 10x the cost of what was charged to get his tenant cooling as he instructed. 

  Customer Answer

  Date: 01/19/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: I had the correct electric supplying the old rooftop unit, but ******** employes had not correctly hooked up the electric, costing me the service of an electrician to tell me.   It was not working correctly, when installed, and only found out when air conditioning was needed to run months later.  His employee even said so.

  The advice that the other air conditioner could have been tested by pressure, came from a prior Gas Co. employee, who worked with these type of units.  I did not authorize the refrigerant to be added, and do not owe.

  ******** did not hook up the outlet on the new unit to this day, and should have.
  

  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** **********

  

  Business Response

  Date: 01/22/2024

  ******** and Sons installed the unit properly and worked properly for 5 months until Mr. **********'s building has a main power issue.  This issue is outside of the contract as we hooked our unit to the existing Gas and Electric on the roof per the contract and standard industry practice.  ******** employees are not allowed to add freon to units without approval from building/homeowners.  After Mr. ********** instructed our technician to "Fix" the additional unit he was unhappy with the cost to do so once receiving the invoice and decided he was not going to pay for the requested fix.  ******** ran warranty service after his building had a main power issue.  ******** honored the warranty on these service calls that were 5 months after the initial installation even though the work was technically not in our scope of work, since this was a main power issue at the panel, as a courtesy for Mr. **********.
  

  
  ******** installed and tested the unit upon installation.  The unit was working as it should after the installation and the following 5 months after.  Per the contract, ******** and Sons connected to the existing Gas and Electric that was provided on the roof.  ******** is not responsible for the unfortunate electrical issues that arose 5 months after the installation was completed.  Mr. ********** DID give us the OK to "Fix" the other unit on the roof to give cooling to his tenants.  He expressed in his complaint that we should have pressurized the unit to find the leak prior to adding refrigerant to bring it to proper pressure.  What would he like us to pressurize the unit with? Something besides refrigerant? Unfortunately there is no other way to pressurize a unit that already has refrigerant in it beside adding more refrigerant, unless he would like us to damage the compressor and subsequent coils that were already leaking.  It sounds like after Mr. ********** gave our technicians the OK to "FIX" the unit as instructed, he was unaware of what he asked out service technician to do, as the only immediate "FIX" that he asked for is to add more refrigerant to bring the unit pressure where it need to be.  His only option on the other unit that he owes ******** for "Fixing" is to replace the condenser coil, which would have been 10x the cost of what was charged to get his tenant cooling as he instructed. 

  Customer Answer

  Date: 01/24/2024

  The warranty is covering the new Daikin unit.  The heater is not working, due to a bad blower motor. I was sold an inferior unit. ******** covering the replacement has nothing to do with another AC unit.  I appreciate the worker looking at the other unit to have that functioning, while the new Daikin unit was not correctly installed, and inside it was hot.  But this is changing the subject.  I did not authorize the work to be done.

  The way to have that old AC unit worked on first would have been to add refrigerant stop leak.  That is not costly.  If that does not help, add leak detector and look for leaks with a black light.  That is inexpensive.  If that does not work, pressurize it with nitrogen. It is not advisable to add refrigerant as the ******** worker did.

  ******** had the electricity ready for the workers to hook up to the new unit, but they were unskilled, not knowing how to hook up the electricity.  That costed me to hire an electrician to do their work. 
  

  ******** installed the rooftop unit when it was cold outside, and ran the heater.  They thought they tested the air conditioning but it was running backwards, not cooling, and this bad workmanship was discovered when air conditioning was needed.

  The Daikin GFI outlet is still not hooked up.  The ******** workers just attached the GFI box to the body of the unit without hooking up electricity to it.