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:11/13/2024

  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.

  In August of 2020, I paid close to $12,000 to Cascade Heating & Specialties, Inc. for the installation of a number of **** improvements, including a new AC and steam ************* April of 2024, as part of a home inspection, a separate heating & cooling company found several faults with the install performed by Cascade Heating & Specialties:- The combustion exhaust system was leaking and causing corrosion to the furnace - The water removal system was incorrectly wired failed often - The Moisture Restoration System (i.e. the steam humidifier noted above) was installed incorrectly, causing the system to short cycle and not function properly.I contacted Cascade Heating and they came out promptly to fix their errors, but did charge me for the water removal system and the installation of a safety cutout switch on the A/C that is also now required by ******* November 2024, we noticed a burning smell coming through the **** vents. We contacted Cascade Heating and they diagnosed the problem as a burnt out furnace motor. They quoted me ~$2,800 for the cost to replace/installed a new motor and control module - which they said had to be order as a single part. Given the deteriorating cold temperatures and having a 3 week old baby in the house we accepted this as the situation.When it came time to install the motor and control module (several days later), the technician pointed out that it was only a single capacitor that had blown on the control module and this was causing the motor to "pulse". Despite the <60min job to replace merely the control module, they charged me the full $2,800 amount (to install BOTH the new motor and the module). I should mention, one can buy the same part from a reputable supplier online for less than $1,800 (both the motor and the module). When I inquired about lowering the quote and recouping some cost, given it wasn't a multi-hour job and a relatively simple fix, I was met with a bunch of hand waving and non-sensical logic.

  Business Response

  Date: 11/15/2024

  On 11/5/2024 I was contacted by **** from our sales team regarding a customer who had purchased equipment from us roughly 4 years ago.  His concern was that the blower motor had failed on his gas furnace, which was pre-existing, and this was confirmed by our residential install team the previous week.  Mr. ******* was concerned that due to errors in the initial installation of the humidifier, that this is the reason for the motor failure.  Upon inspection by the install team and also confirmed by the technician on site during the motor replacement that there was no evidence of excessive moisture due to the humidifier that may have damaged the motor.  What was found was that one of the capacitors in the motor module had failed and the replacement of the motor assembly which included the motor and module was necessary to repair the issue.  The customer ultimately agreed to the repair and the cost, which was significantly discounted from our normal pricing as we felt this was the right thing to do.  The repair was scheduled and performed on 11/8/2024 and deemed high priority due to the no heat situation in the customer's home. During the repair the technician's intentions were to replace the entire assembly which included the motor and module as recommended by the manufacturer.  The module was installed, and the unit was operational, the technician's intensions were to install the motor as well and Mr. ******* informed the technician that he did not need to, and he would hold on to it for a spare for future use.  Mr. ******* then signed for the repair as completed and paid the technician on site for the service.
  I received a phone call from Mr. ******* on 11/11/2024 which is recorded in his file, and he was wanting an additional discount for the motor not being installed at the time of service.  I explained to Mr. ******* that this was by his decision which he expressed to the technician on site the day of the repair.  Mr. ******* agreed to the cost prior to the service call and the services were discounted graciously, he decided to not have the technician install the motor with the module at the time of service and was left with an operable furnace for his home.  I believe Cascade Heating went above and beyond to help Mr. ******* and the cost of services that were provided were fair and approved by Mr. ******* verbally and in written form.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22551417
  
  I simply would like to see a transparent, break down of cost for the part provided (please provide supplier invoice) and the labor and rate assigned to the <60min job.
  
  Sincerely,
  
  **** *******