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:09/12/2023

  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.

  Princeton Air Conditioning, Inc. and I entered into a contract for the installation of a Waterfurnace 3 Series Geothermal Heat Pump system and a *************************** 80 Gal Heat Pump water heater. The geothermal system installation involved drilling a well and installing a closed loop of pipe filled with a water / alcohol mixture. The heat pump takes heat from the house in the summer, transfers it to the loop, the heated water goes into the ground and cools off. The reverse happens in the winter: the pipe heat pump removes heat from the piped water, and the water goes through the loop in the ground to warm up. While drilling the well, Princeton Air destroyed my homes drinking water well. The drilled about 15 feet away from it, and caused the well to be contaminated, clogged, and fail. We were without water for about a month while emergency permits were pulled and a new drinking water well was installed. The well was replaced by Princeton Air. The system had difficulty keeping the house warm during the first winter. Emails to Princeton Air on January 17, 2022 included screenshots of the temperature in the house dropping 15 degrees while the heat was on overnight. A routine service visit in April 2022 confirmed the loop had lost pressure- normal operating pressure is between 40 and 70 psi.Since then, there have been 3 service calls where the system was found to have no pressure. Each time, they top it off and walk away. Within a week, the pressure is gone. They categorically refuse to acknowledge there is a leak in the ground loop that requires remediation. The system does not heat my home during the winter.

  

  Business Response

  Date: 11/03/2023

  We are working with this client and have explained to him that we will fix the issue up to and including replacing the underground loop piping. The client is aware of this. The drilling subcontractor is backlogged regarding scheduling, and it may take a month or so to complete this. The most recent heating/ cooling complaint was on 8/21/23 where we responded and filled the loop with a bit of water to reestablish heating/ cooling. We have not been called back to the home since this time and assume the system currently operates.