Complaints

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• Initial Complaint

  Date:03/06/2024

  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.

  [BBB Transcription via **** AG]

  The company sold me a furnace that is a week old and the furnace has broke down twice
  In that time. The company bypassed 2 safety features on the furnace. Owner states he can replace the 
  parts, but refuses to make any changes to the accommodate the costumer. Costumer does not feel safe 
  with the issues this furnace has displayed. Owner was rude and states he will just come
  Pull the furnace and I would not have a furnace to replace the furnace e is removed. Customer has to 
  use electric heaters to heat their home for 2 days, while children were in the home.

  Business Response

  Date: 03/06/2024

  On 2/16/24, our company installed a new **** furnace and air conditioning system at **************************************************************  *****************************, the consumer making the complaint, is not the owner of this property. Our contract is with ************************************* and *****************************, the owners.
  On Thursday, 2/22/24, at approximately 3pm, the tenant called stating the furnace would not kick on; we dispatched ************** immediately and he arrived at the residence at approximately 4:45pm.  The technician found the unit short cycling on the control board; attempted to bypass the wire and the unit still short cycled; the technician tried bypassing the water sensor and pressure switches to try and get the tenant heat; checked the thermostat; need to return; copy to dispatch. 
  The following morning, Friday, 2/23/24, ************** arrived at the site at approximately 9:45am; the unit was not heating; after running the **** mobile app, it showed a water sensor code; the technician cleaned out all drain tubes; found stiffener lodged in tube, removed; found lower water sensor defective; replaced top with the bottom sensor and bypassed the top sensor;unit is draining properly and heating; copy to dispatch to order warranty replacement of water sensor.
  The following morning, Saturday, 2/24/24, at approximately 4:49am, we received a call from the tenant through our answering service stating the furnace had stopped working again. The technician on call arrived at the residence at approximately 2:15pm,after running three other no heat calls. The technician found both water sensors were not working; the technician bypassed both water sensors to get the tenant heat.  The technician fired off the furnace to make sure it was going to stay running; copy to dispatch to order second water sensor under warranty. 
  Once the water sensors were received from our vendor, we returned to the residence on Friday, 3/1/24. The technician reprogrammed the control board using the **** mobile app,and installed the water sensors under full warranty.  All water sense issues are resolved.
  The tenant states in his complaint we bypassed two safety features on the furnace.  First, water sensors are not a safety issue.  Water sensors are related to condensation and if the sensor senses any water/condensation in the unit, it throws a code; and in this case, it shut the unit down.  These sensors were faulty and no excessive condensation was found in the unit.  At no time was the furnace running without the proper safety features in use and there was no danger to the tenant by running the furnace. 
  The tenant informed *******************, the owner of ************Timmerman Co., he was going to contact another company to install a new furnace and he wanted us to remove the furnace and a/c. The owner states he was not rude to the tenant and informed him to let him know when.  This was not done. When asked about reimbursement on his electric bill for the time the furnace was not operating and the tenant had to use alternative heat, the owner asked the tenant to send the owner his electric bill to calculate an accurate reimbursement amount. As of this date, we have not received this.
  The tenant states our company sold him a faulty product and wants a rebate of some sort.  First,the tenant, not being the owner, was not sold anything.  And second, the **** unit we installed is not faulty.  Once the water sensor issues were resolved, the unit is operating as it should. 
  We understand the frustration the tenant felt not having heat, and for that, our apologies. Sometimes parts fail, and in this case, bypassing the sensors to get the tenant heat was our only alternative until part replacements were available.  And I would like to reiterate that, at no time was there any risk of harm or safety issues violated by performing the bypass of the water sensors.  We responded timely and professionally in our effort to remedy the situation at no cost to the tenant or homeowner.
  The final invoice was sent to the owners 3/4/24.  We waited to invoice them the remaining balance owed until the water sensor issues were resolved.  Once we receive the tenants electric bill,we can discuss further compensation of costs incurred and inconveniences suffered by the tenant.