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:05/23/2023

  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.

  My furnace blower fan for my upstairs heater went out in January of 2023. Upon recommendation of a friend, I contacted **** Duncan to have him/his team come and review and fix the issue. His team came to my house on 1/26 and determined what parts needed to be replaced. The next day they came and replaced the part and my heat was restored. On 1/27/2023 on invoice ***** I was charged a total of $572.45 for parts and labor. I had no issue with this. It should be noted that I did not go into the attic with the workers. on May 8th. I noticed a water spot in the carpet of the room under the **** units. When I looked up there were three wet spots on the ceiling. One was hanging down and full of water. I went into the attic and found the drain pain for that unit was full of water. I noticed something in the water near the drain plug. I reached in and would not push it away as it was wedged into the drain. When I pulled it out it was a rolled up piece of cardboard. The water started draining out once the cardboard was removed. I unrolled the cardboard to try to determine where it came from. I have a TV box in my attic and noticed the cardboard is the same shape as a chunk that was missing from the end of the box. I called another company to come out and determine why my unit was creating this water as I did not trust **** Duncan's work. They came out and found that drain line was not glued together and that created the water in the pan. On three separate occasions I tried to call **** only to get an answering service. On the third day her returned my call. He denied all fault and liability. His team were the only ones who had access to do this. I feel he should pay me for the other service and to fix my ceiling.

  Business Response

  Date: 06/08/2023

  There is no way we did anything like the consumer is stating. I'd like to see an invoice for the repairs so that I can see what I'm being accused of. 

   

  BBB NOTE TO CONSUMER: Please attach a copy of the invoice. Thank you. 

  Customer Answer

  Date: 07/06/2023

  Attached is additional information received from the technician who corrected the issue.   Service note in BBB 02 indicates the float switch was not glued and caused the drain pan to fill. 

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20094298
  
  I am rejecting this response because: Attached is additional information received from the technician who corrected the issue.   Service note in BBB 02 indicates the float switch was not glued and caused the drain pan to fill. 
  
  Sincerely,
  
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