Complaints

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• Initial Complaint

  Date:08/31/2022

  Type:Billing 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.

  In May 2016 i had installed a 2-zone split Mitsubishi AC system by East Coast HVAC LLC. In July 2021 this system lost its coolant (R410A) gas. I paid East coast HVAC $510 to replace and they said it could be a loose coupling and that it would cost approximately $2000 to pressure test system. I declined. In July 2022 i again had to pay East coast $349 to refill system yet again. This time i agreed to the pressure test system. Prior to their arrival i noticed some oil dripping from the insulation wrapped around the copper piping. When technician arrived he stated that pressure testing was not necessary- because of the dripping oil - they now know the cause. It is caused by the defective insulation that East Coast HVAC used in wrapping the 4 copper coolant lines and that all 4 lines and insulation will have to be replaced. So i booked a date where they came back and replaced all lines and insulation (as i had no choice -I had an AC that did not work! This work was done on 8/26/22. To note i had been in communication with their office/ business manager and she assured me that they would work with me to make it equitable to me the customer. (THAT NEVER HAPPENED). They also wanted a check for $1054 to proceed? Attached is a copy of their final billing. To note -even this bill is an overcharge. They charged me $3025 for technician time (2x8 hrs). Techs were here for 6 & 5-5 hrs respectively. This also includes their lunch break. Started at 7:30 & 8:00 AM concluded @ 2:45 PM. I paid them approximately $1913 prior to fix what what they installed prior and they are billing me another $4471.12. They should provide me with restitution for my prior costs. Also, I am paying twice for new copper coolant lines and insulation. WHY?
  By the way Mitsubishi has a 12 year warranty on their product - if installed by a Mitsubishi (diamond?) installer and they are. However, the line insulation strictly falls in the lap of EASTCOAST HVAC.

  

  Business Response

  Date: 09/12/2022

  Good Morning,

  Peter R********** tho Owner/President of East Coast, has reached out to Mr. ******* and the two have worked out an agreement per the followinge-mail chain.

  From: Peter R********* <[email protected]>
  Date: September 6, 2022 at 6:07:05 PM EDT
  To: jmk <******@comcast.net>
  Cc: Sheila J****** <[email protected]>
  Subject: Re: ******* Line Set Replacements - BBB Complaint
  
  Hi ******
  
  Thanks.  Sorry for not responding sooner – I have my
  hands full trying to iron out our service department, which is a fast-paced
  machine that seemingly stops for nothing!
  
  As stated, we are going to consider your account to be back
  to a $0.00 balance, at this point in time.  We look forward to moving
  forward with you…
  
  Best,
  Pete
  
  From: jmk
  <******@comcast.net>
  Date: Tuesday, September 6, 2022 at 10:42 AM
  To: Peter R********* <[email protected]>
  Subject: Re: ******* Line Set Replacements - BBB Complaint
  
  Good Morning Pete,
  
  Thank you for the response.  I will be contacting the
  B.B.B. & the NHAG’s Office later this afternoon.
  
  However, can you shoot me a quick follow up mail restating
  said agreement - 
  
  Thanks again, 
  
  *****
  
  On Sep 6, 2022, at 8:58 AM, Peter R********* <[email protected]> wrote:
  
  Good Morning, *****.  Thanks for the response…I
  appreciate the additional thoughts/info you provided, as well as your intent to
  dismantle the claims with NHAG / BBB etc.  Thank you.
  
  I have copied Kaleb in, so that he can get you scheduled for
  maintenance in November!  Kaleb – It looks like ***** wants to chat by
  phone later this week, so please set a reminder.
  
  Best,
  Pete
  
  From: jmk <******@comcast.net>
  Date: Friday, September 2,
  2022 at 4:13 PM
  To: Peter R********* <[email protected]>
  Subject: Re: ******* Line
  Set Replacements - BBB Complaint
  
  Peter,
  Thank you for the letter.
  
  I have been a loyal customer of East Coast for over 6 years.
   In that time, I have recommended your company to number of my friends and
  neighbors.  Notwithstanding, I was shocked and dismayed on the turn of events
  as they related to my Mitsubishi split system.    I was even more
  shocked and dismayed on how I was treated by East Coast Management - at that
  time.
  
  Yes, I understand that East Coast is probably one of a
  number of other similar companies  who are in this same predicament.
   I am a reasonable person and perceive the situation.   I therefore
  ACCEPT your offer.  However, I would like some type of reassurance that no
  other issues will arise  from the original defective lines or from the new
  lines and insulation that replaced the defective lines.  With that said,
   I will continue to be a client of the East Coast HVAC team.
  
  I do not really know what the Italian manufacturer knows in
  regards to these events,  but I can tell you that (in my opinion)
   this was driven by chlorides in the manufacturing process of the
  insulation matrix.  I have personally seen this happen twice in my career.
   The first time in dealing with dissolved U.S.  Naval
  reactor spent fuel flowing through stainless steel piping and then at a
  commercial nuclear power plant.  In both cases, these large bore 30” +
   316 S.S. piping were being dissolved from the outside and the cause was
  just a small piece duct tape used in hanging ‘tags’ .  The duct tape had
  chloride within its matrix.  In both cases we went to duct tape without
  chlorides.   This chemical reaction is caused by a change in pressure
  within the pipe, changes in temperature and time.   Obviously copper is
  not stainless steel and it is softer and more porous then stainless steel, so
  the high temperatures and pressures seen in nuclear facilities are not
  necessary for this to occur.  For The Mitsubishi lines there still are
  changes in temperature and pressures but not to that extreme experienced by my
  examples.  Also that fact that these lines are used for both heating and
  cooling from the Mitsubishi compressor itself ??   Food for thought!
  In closing, I would like to bring to your attention two
  points:
  
   -the quality of your technician team.  They are outstanding!  
  
   -Prior to talking to the B.B.B. I had a discussion
  with the N.H.  A.G.’s Office 
                  if we are in agreement - I will
  contact them  Tues. A.M. to stop that.
  
  - if we are in agreement, can you have your scheduler call
  me late next week for a boiler clean out for  mid November
  
  **** *******
  
  On Sep 2, 2022, at 9:32 AM, Peter R********* <[email protected]> wrote:
  
  Hi ******
  I received your complaint on the line set issue at your
  home.  I’d like to start by saying thanks for using us on your original
  installation, and also would like to let you know that Julie is no longer
  employed at East Coast.
  
  I apologize if any of your frustration has been compounded
  by lack of communication or clarity on our part – I am uncovering a few of
  these situations, that I would have handled differently.  Sorry that you
  are one of them, and that it has come this far without an amicable resolution.
  
  I want to explain to you that these line sets failing has
  been a big topic of conversation in our office, over the past few years. 
  So much so that the line set manufacturer visited us years ago (from Italy) to
  try and determine why these failures were happening on only certain
  installations, years into the installs.  Although they were clear that
  there is a sort of corrosive reaction taking place between the copper and the
  insulation that the factory uses (we do not install the insulation in the
  field), it was unclear why it only happens sometimes.  We do have miles of
  these lines installed that are not leaking.  I never got a solid answer
  out of the factory, a company who has since been sold and is no longer
  supporting us in any way on these past installations.
  
  As described during your original installation, we have a
  1YR bumper to bumper warranty that covers everything, no questions asked. 
  Additionally, the 12YR Mitsubishi warranty is for Mitsubishi parts only (no
  labor coverage after 1YR), and does not have anything to do with line sets
  offered through a 3rd party. 
  Mitsubishi does not make line sets and does not specify which type of line sets
  to use with their products.
  
  In your unfortunate situation, 5-years into the
  installation, your line sets were leaking due to this aforementioned
  corrosion.  Since you agreed to a 1YR all-in warranty, our team installed
  the line sets properly, and these are very clearly not covered under the
  Mitsubishi 12YR, we are obviously both left in a difficult and complicated
  position.  I do not believe that either party should bear the full cost of
  this situation and that it should be handled amicably where neither side
  absorbs the entire thing.  This is the part where I believe my team went
  wrong, months back.  Again – Sorry for that.
  
  I would like to suggest that we settle your account where it
  stands – You paid for the previous refrigerant fills, as well as a deposit of
  $1,054.56 for replacing the lines that were not under any sort of a
  warranty.  This would at least cover some of our labor/overhead for the
  replacement day, and I will absorb the cost of all materials, refrigerant,
  etc.  I would like to clear any other outstanding items/invoices on your
  account, to give us both a fresh start to move forward.  Do you feel that
  this would be a fair resolution?  Please respond when you have the time.
  
  Best,
  Pete R*********
  
  Peter R*********
  President
  East Coast Heating & AC, LLC.
  Phone (603) 430-9414
  Fax     (603) 427-6688
  www.eastcoasthvac.com
  
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  Please let me know if you need any further information.

  Thank you,

  Kim R****

  Controller/Business Manager