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:03/05/2025

  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.

  I purchased a furnace air conditioner, humidifier and thermostat from Vastola heating and cooling on July 15, 2023. They installed it and got it up and running. However, during the winter, I noticed how low the humidity was. Running in 24 to 29 percentile I was getting shocked every time I touched any thing electrical. They were here three times. It seems that it was not installed correctly. Each one of the staff members spent about two hours fixing different things. Over the phone I was able to increase the humidity by 4 to 5 points by turning the knob to winter. It was set to summer.However, the humidity is still too low even though it is set at 45%. They were pretty condescending when they told me that cold temperatures can’t hold as much moisture. Like in 77 years I never noticed that when it’s hot it can be humid and when it’s cold, it’s dry. The EPA suggest humidity be between 30 to 50%. It should never run into the 20s without causing damage to wood and health consequences. My breathing for asthma has never been so bad as this past winter. My ophthalmologist gave me eyedrops several weeks ago because of my dry eyes. Since they have been unable to correct the problem, I had to assume that the humidifier was defective and asked for it to be replaced. The salesman told they would not replace it and the last excuse he gave me was that the problem was my house. I explained multiple times that I had a gas fireplace and I couldn’t be that. my old furnace and humidifier worked fine. I wonder if they would’ve used that excuse with a man instead of a woman. Today it is 54° and raining and the humidity is 30%. I’m still getting shocks. They take weeks to return my phone calls. My last was last week and I haven’t heard from them. I think they’re waiting for the warmer weather when you can’t notice the humidity being low. I want this fixed before the warranty runs out in July. FYI: they advertise themselves as members of the BBB but I did not find a listing

  

  Business Response

  Date: 04/01/2025

  We have had several conversations with ******** ******* in ref. to this humidifier.  Vastola installed a complete Furn/ AC system in her home back in July 2024.  Since speaking with ********, she was very happy with the complete installation, but she was not happy with the performance of the humidifier.  ******** was reading approx. 28% RH as she had mentioned.  Initially we returned and made some modifications so the unit would run longer, again she was not happy with the performance.  I had our installation personnel return and make some modifications; we connected the water line to hot water.  We changed the location of the bypass duct all to allow for more air flow through unit.  These are not the things we do normally, bu we were trying to do whatever we could to help this situation.  My last conversation with ******** was that the unit was performing to capacity, and she was not happy with that stating that she wanted 45-50% RH.  She requested a humidifier, we installed a humidifier as we have done on hundreds of other homes, we made multiple changes to try and help the situation and she is just not happy with its performance.  As far as Vastola being condescending, we were just trying to explain to her that every home is different based on infiltration of the home and that we will not do what we can to make what she has works to capacity.  When we install a humidifier, we do not guarantee the humidity level you will receive because we can't due to many factors inherent in the home.  Currently, we will offer the following 1) we will remove and cap opening of the humidifier from her home and return 495.00 to her.  or we will extend the warranty an additional year to July 2026.  Understand warranty is not performance, if the unit is not working, we will fix it but at this time we have made all the modifications we can to increase the performance.   Thank you Matthew V******** GM of Residential Sales and Service