Complaints

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• Initial Complaint

  Date:06/09/2025

  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.

  Bought a HVAC with dehumidification for my indoor pool room. It has broke about 12 times. 3 were defective motors with the last one was not designed for outdoor use so it has failed also. and or not worked to expectations as the previous unit did, wont cool or heat room properly as appears to not be the correct size needed. Then the quit said they will not do anymore warranty work told me go hire someone else. They will not give me or the other contractor any paperwork on work done so they can figure the proper solution. The replacement motor that is under warranty is $900 the entire system was $56000. They said it was a commercial unit thats why it was so expensive. They refuse to honor our contractor and warranty for the product they sold and installed.

  

  Business Response

  Date: 06/19/2025

  
                 **** ******* and Rogue Valley Heating, Cooling, and Electrical went into contract together on August 31st of 2022. Mr. ******** pool dehumidification system abruptly failed and we quoted him a new system specifically engineered by the manufacturer and tailored to his needs and the needs of the pool room.The manufacturer required specific information from us for this unit to be custom built and designed to work seamlessly with the indoor temperatures and outside ambient temperature. The proposal specifically states the manufacturers warranty, our company labor warranty, along with the equipment and model numbers which was signed and dated by Mr. ******** The equipment took some time to be built and arrive, which during this time, Mr. ******* grew more impatient and infuriated. Mr. ******* was informed before the contract was signed that the manufacturer specifically stated there was a minimum lead time of 14 weeks. During this time, many manufacturers were trying to scale back to normal operations during COVID.  
                 When Rogue Valley received the necessary equipment, we began the installation on February 27th and completed the job on March 1st of 2023.A complete detailed start up was performed and cross-referenced with the manufacturer to ensure proper operations.
                 Our first call we received after installation was on 7/17/2023 where we diagnosed a failed condenser fan motor. Both the diagnoses and repair were done under warranty, free of charge. We received another call from Mr. ******* on August 22nd that the pool room was at 77 degrees when he had it set for 80.Both our service manager and technician went out on this date and thoroughly went through the entire system and deemed that the system had manufacturer operating pressures, appropriate reheat pressure, and that the system was fully operational by the time of their departure. Mr. ******** visit on August 22nd was free of charge. On April 6th 2024, we received a call from ********** stating that the screws on the outdoor system were showing signs of rust. On May 7th of 2024, we had a technician, free of charge, apply protective spray coating on screws to prevent this from occurring. On June 7th 2024, we received another call from Mr. ******* that the pool room was warmer than the temperature was set for. We arrived on site and found that the condenser fan motor was seized. We ordered a new one from the manufacturer under warranty and replaced it in July of 2024 with no charge. On December 17th, we received another call from Mr. ******* stating that the temperature in the pool room didnt seem to be keeping up. On December 18th, we visited the residence and confirmed that the system was performing appropriately within manufacturer specifications, which was confirmed with the manufacturer. During this time, the manufacturer mentioned that during the colder winter days for immediate relief, a compatible duct heater, which was not included in the original design or proposal, could be installed to better benefit the system.This idea was mentioned and discussed with **** ******** After discussion, both Mr. ******* and Rogue Valley came to the understanding that the duct heaters would be provided at manufacturer cost to Mr. ******* while the labor for installation and installation for the necessary electrical circuit would be covered by Rogue Valley. 
                 With the number of calls since installation, Mr. ******* was clearly upset, however we always shifted our schedules to ensure we rectified the situation and problems in a timely manner; all of which were free of charge while even being out of the labor warranty time frame. With each interaction between Mr. ******** our office, technicians, Service Manager, and General Manager, as time progressed,they became more hostile and verbally aggressive.
  After our last visit installing the duct heaters for Mr. ******** he called in to dispute the charges. We then decided to further discount the installation of the duct heaters as an act of good faith which we were in no way obligated to do as Mr. ******* had agreed to the original price and understood that this work was not included in the original scope. It was during this phone call between Mr. ******* and the General Manager where it was decided that Rogue Valley would no longer provide service for Mr. ******* on his personal house or rentals due to his unnecessary hostility towards our team. Mr. ******* has received detailed summaries from every visit from both our technicians and Service Manager on site as well as being sent to his personal email. It was also made clear that the warranty from the manufacturer was indeed still valid. We have gone above and beyond for ********** to ensure that his comfort needs have been taken care of promptly and precisely.

  Customer Answer

  Date: 07/02/2025

  case ID number 23447423

  
  

  Greetings,

  The email had went into my junk email seen it this morning. 

  Not resolved as they have not shown any proof of the stated emails, would be great if they would as I have requested several times for services. I have just spent $985 on the replacement motor that should have been covered under warranty but no other company would do anything for the warranty that was included with the contract with rogue Valley. They did not acknowledge that this is the 4th motor since it was installed by them, the last one the installed was for indoor use only which is why it failed as it is an outdoor unit that any true professional company should have noticed and never installed to begin with. I have a chain of multiple texts for services needed due to failures of the equipment than they admit. 

  Again it would be great if they were professional and if nothing to hide would gladly print out all these alleged emails and provide them. 

  Respectfully 

  
  

  **** *******