Complaints

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• Initial Complaint

  Date:10/23/2023

  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.

  We had a Fujitsu Ductless system installed and our contract is dated 12/4/20. We also had a water heater installed and boiler. We paid $14,500 for the Fujitsu system and $2,000 for the water heater and boiler. The contract states we have 3 years free service parts and labor. We believe everything was installed incorrectly. Our ductless system has not worked correctly since installation. Our boiler and water heater did not work since installation. The company came out in the winter of 2022 and fixed the boiler because they admitted they installed it incorrectly. The Fujitsu system has not been working since it was installed. They came out several times to look for a leak and said there wasn't a leak. They then came out in the summer because it was not blowing cold air. They put coolant into the system during the first summer. We have been contacting the company to come fix the Fujitsu system consistently. In January 2023, they said it was a bad fan motor and they ordered a part and it was on its way. We never received the part and they never came and worked on it.Then they stated they didn't have the man power to come during the weekend. We then told them they could come during the week. We continued reaching out and they ignored the messages. They advised me to hire another company in May 2023. They then ignored all my calls, texts, and messages. I contacted them on social media and they stated we were no longer under contract because our system was installed in April of 2020. We informed them our contract was good until December of 2023. They stated they would not be returning to our home. We contacted other companies who would not do work on them because they believe the system was installed incorrectly. We contacted ******* who stated the contractor never registered our units with them and never opened tickets with them for parts. We are still under contract until 12/4/23 and want a new system or a refund. We have evidence of all messages and our contract.

  Business Response

  Date: 05/07/2024

  Spot On Heating and Air Conditioning Corp 
  ** **** ***** 
  ************************
  
  In November 2020 I was contacted by the ******* for an estimate . At that time. I gave them an estimate on Fijistu ductless ** / heat pump system with one 18 K head ,two 9K heads , and a 7K head. When I was there, they also asked me for an estimate on a new indirect water heater. I added to the estimate a 50 gallon indirect water heater. They also said they were using a lot of oil, so I suggested adding a Riello F5 burner to their already existing peerless boiler (Spot On had nothing to do with the install of the peerless boiler it was already existing)I only added the burner to the estimate to have the boiler run more efficiently.
  At the end of November they agreed to the estimate and we scheduled the install date for the Fujitsu ductless systems, the 50 gallon indirect water heater, and the install of the Riello F5 burner . 
  The installation of everything listed on the estimate took place on 12/4/2020 no deposit was given before installation as we agreed the customer would pay in full the day of installation because they were waiting for money to hit their account.
  Everything went well and was working properly and we did not hear from Mr or ************** again until August of 2021. 
  In August of 2021 the customer's called complaining of a water leak . I then returned to the customer's home apon arrival they had told me they just had plumbing work done by another company. I informed them that the plumber who had come never purged or drained the pipes or boiler and this is the cause of the leak. Again Spot On did not install the boiler or do the plumbing work in the home , but I felt bad because they had young children so I purged the system and fixed the leak as a courtesy . After this I did not hear from the ****** again till July of 2022
  In July of 2022 the ****** called to state they did not feel the Fujitsu system was running cool enough. Apon arrival the home ************* was hesitant to let myself or my employee into the home . He stated he thought we would only need to work on the outside unit. It was explained to ************* we needed to see and check the heads of the units because he wife had called saying it was not getting cool enough on the ** setting. when we entered the home it was in disarray boxes, and other things stacked infront of the Fujitsu heads the grass was over grown outside around condenser Animal f**** on the floor of the home , we chose to stay professional not judge or make the customer uncomfortable and move things out of the way not complaining so that we can get to the systems heads. When we were able to make a path to get to the system heads in each room, we then took each head apart and cleaned they were filled with debris and animal hair . We washed filters, sprayed cleaner into the heads checked air flow and temperature and left. We told them in order for these heads to blow properly and work efficiently They need good airflow, so avoid putting anything in front of them. This is the same for condenser outside . We then returned 2 more times we were called by ************** in the summer of 2022 to clean filters .Each time ************* was reluctant to let us in when we arrived. One time even sending us away saying he would call us to come another day . He then called the following week saying he had taken off that day asking if we could come today . on that particular day we could not come. He was upset but we explained to him we would need at least a days notice in advance to put him on the schedule. We finally were able to have one of our employees come in and clean the units they were filled again with debris and animal hair blocked by boxes and other Items in the home , dog f**** on the floor ,because of the condition of the home our employees complained but we had them go so we could honor our contract. We did not hear from the ****** again until January of 2023.
  In January of 2023 the ****** called and stated they did not feel the Fujitsu system was working for alternative heat. When I arrived at the ****** home On inspection on the Fujitsu system's condenser again the grass was overgrown blocking the air flow. I cleared away the debris and inspected the unit and called my Fujitsu representative. Because the Fujitsu website had been having issues the unit was never properly registered due to no fault of Spot On . So after some trouble shooting the Representative at Fujitsu agreed with me that it was a bad fan motor and he would have the part shipped to me ASAP at no charge . I made The ****** aware of what the problem was and told them I would return to replace the fan motor as soon as I received it but in the meantime they were to use the primary source of heat in the home which was their boiler.Before leaving I checked boiler as a courtesy and found a low voltage wire on the zone control had burnt out I replaced the low voltage wire ran and checked the system all was running properly . I received the replacement fan motor from ******* in February of 2023 I tried to set up an appointment to come replace but our schedules were different and we could not come to a time that worked for both Spot On and the customer. 
  After a few weeks of back and forth I had told the ****** I would just come install the new fan motor on the outdoor condenser. 
  I went back myself at the beginning of March 2023 installed the fan motor watched it run from the outside. Took the old fan motor with me to return to Fujitsu. 
  Around April of 2023 I was again contacted by the ****** to come do a maintenance check on the indoor Fujitsu heads inside the home . We scheduled an appointment for a maintenance check when we showed up again the yard and grass was overgrown we knocked on the door called and no answer. We contacted them later and arranged for another appointment and that appointment was canceled by ************* . We could again not come to an appointment that worked for both parties where we could get into the home . Soon after the cancellation we started getting threatening phone calls from ************* stating we needed to convenience him or else ! After 2 threatening phone calls we refused to answer at which time he left threatening voicemails. saying he was going to be physical with myself or anyone else from the company who showed up.
  This is when ************** took it apon herself to go on social media and make false statements, saying we did not hold up our end of the contract. Saying we installed it incorrectly. Saying we installed her boiler which we did not . Slandering the company. Reaching out to the admin of social media groups saying how awful Spot On was. 
  After her accusations and lies on social media, the secretary for the business contacted ************** and told her because of her husband's threats along with condition of her home and failure to do her part on maintenance it was not sanitary for us nor was it safe or our job to move her belongings out of the way to clear a path . Our secretary then told her that no one would return unless these things were taken care of with proof it was safe to come to her home. 
  After this conversation We have not been in contact with the ****** they will not take our phone calls and have not shown proof it is safe for us to contact them. The ****** contract was from December 2020 through December 2023 
  *************************** (owner)

   

  Response to Consumers Affairs:

  Attached is a written response from Spot On Heating and Air Conditioning Corp. 
  ************************************
  
  In reference to a complaint case number CMP-****** filed by
  *********************** ***********************************

   

  12/4/2020 install new Fujitstu Ductless A/C heating system 18k head in living room 
  2-9k head in each bedroom 
  7k head in front room 
  ran all line set slimduct to unit installed condenser on stand ran electric to all units installed new 50 gal indirect water heater installed new riello f5 burner for periless boiler 
  3 year free parts and service 
  paid by check *** for 16,500
  
  8/12/2021 customer called complaint of water leak. apon arrival (****) noticed **** was caused by an outside plumbing company . repaired as courtesy. 
  7/2022 customer called asking to have ductless looked at , saying not blowing cool enough , apon inspection heads were very dirty .each head was cleaned with spray cleaner and filters were cleaned with water .put back together ran and checked all good.
  Aug/7/2022 customer called does not feel its cold enough, (********** and E) were sent a few days later to see about customers complaint of not enough cool. filters on heads cleaned and then opperations and temps were ran and checked , Explained to customers not to block air flow on inside or out door unit
  ( HOUSE VERY Dirty dog pee and poo in home things blocking ductless heads in every room employees had to create path outside condenser covered by tall grass) ********** will not return due to conditions of home, 
  Aug ****** made appointment customer was a no show will call to reschedule
  January 10, 2023( **** ) sent to investigate why customer complaint of not enough secondary heat , apon inspection found bad condenser fan motor, called Fijitsu (system still uner warenty) website still down ,called local rep ******** sending new fan motor will call customer as soon as new motor is rcvd. advised customer to use primary heat till issue was resolved with the fan motor. befor leaving **** checked boiler to make sure the family would not be with out heat. found burnt out wire on zone control wire was replaced system was checked all good no charge 
  March 3rd 2023 (****) replaced fan motor with new to outside condeser . ran and checked all good,Customer was not available so we could not get inside. 
  called customer to let them know motor was replaced and to call with availibility to inspect heads inside home,