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:12/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had my old furnace replaced on 11/8/23. I asked for a larger fan motor because my back 2 bedrooms didn't get enough heat or air conditioning. The sales person crawled under the house & looked @ the system. He said I needed new *************** up a plan showing me what he proposed & the additional cost would be $3000.00. I accepted the plan & paid the required 50% deposit of $3952. After the installation I received an email requesting the final payment of the bill & a request for a rating. I replied that I could not give a good rating until the problem with the back 2 bedrooms not getting additional heat was resolved & I would not pay the remaining bill until they fixed the problem. I called & asked for a copy of the ***************** of the additional ductwork because I was going to have someone look at their work. The receptionist/scheduler said he didn't have them but would have them sent to me. The company has twice sent out people to fix the problem, by installing a "scoop" & then tightening up the tubes. I was told by the installation manager, if that didn't work the next step would be a "booster fan," which I think is what I asked for originally. The receptionist/scheduler called this morning demanding the balance be paid before any more work could be done & I again tried to tell him the problem wasn't fixed & I would not pay until it was done. We talked over each other & I pointed that out & he hung up on me. I don't think I will be able to get the company to do what they originally promised without paying them more & more money. I am doubting their satisfaction guarantee & hope you will help me get what I paid for.

  Business Response

  Date: 01/02/2024

  To Whom It may concern,

  You have received a complaint from a customer that I am working with, ************************************  I am the installation manager for Sun Glow Heating and Cooling.

    ********************** bought a new gas furnace and duct work improvements for her home.  We installed the gas furnace and performed the duct work improvements on 10/31/2023.  ******* furnace performed as expected but the duct work improvements were not up to Ms. ********** expectations.  We installed two new supply ducts in two bedrooms.

  I scheduled a technician return visit on 11/15/2023 to have more improvements done to the duct work we installed on the first visit.  We then tried to collect payment from ********************** after this second visit and she refused to pay because she felt that the improvements did not meet her expectations once again.

  At this point I scheduled a visit with ********************** and went out to her home to investigate the issues she was having with the duct work modifications my installation technicians performed.  After speaking with ********************** directly at her home she told me that the air flow to her two bedrooms that we added felt inadequate.  I spent about two hours at her home adjusting the duct work my installation technicians installed and at the end of my visit she felt as if there were improvements to the air flow.  She told me that the air flow to her master bedroom felt stronger and the other bedroom seemed warmer around the vent but was hard to tell if the air flow was better.  I asked her to try to leave the bedroom doors open to allow the air to flow to the return in the hallway.  I hoped that this with my duct work adjustments would fix her temperature issues.

   I explained to ********************** that if she did not notice any improvements in the temperature in the two bedrooms the next option would be to install a booster fan.  I told ********************** to call the office and let me know what the outcome of the work I performed, and leaving the doors open.  I did not hear from ********************** for a week and assumed that everything was performing to her expectations.

  I told accounts receivable to call ********************** to collect payment.  When my accounts receivable contacted ********************** she told them she wasnt going to pay because she felt as if the duct work modifications were not performing up to her expectations.  I was informed of Ms. ********** dissatisfaction and scheduled a return date of 1/3/2024 to install the booster fan.

  Before I could reach ********************** she filed a complaint with you at the BBB. Her claim number is 20623069.

   

  Thanks.

  Customer Answer

  Date: 01/10/2024

  Sunglow came out & installed a booster fan & sent me a billing indicating there was no extra charge.  I am satisfied with what they have done and intend to pay the balance in full.  I tried to pay it in full today but there was a problem with my card & the bank is trying to resolve it. Thank you for your intervention on my behalf.

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Heat pump system was installed in July, 2023. Full payment was made in August, 2023 for approximately $16,000 by contractor. Sun Glow Heating and Cooling and ************************* agreed to make repairs to the heat pump system after changes were made by the contractor. Contractor made agreed upon changes/recommendations by Sun Glow Heating and Cooling.Damage to heat pump occured out of no fault/cause from owners of home. Damages have resulted in heat pump system to be out of service.Communication between ************************* and Sun Glow Heating and Cooling has not not resulted in a plan or agreement on how or when the heat pump at the property would be repaired. Home owners have not received clear communication on who or when the heat pump repair would occur.

  Customer Answer

  Date: 09/19/2023

  Issue is resolved. Owner of Sun Glow was responsive and communicated well. No further steps needed. 

• Initial Complaint

  Date:12/02/2022

  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.

  Sun Glow Heating and Cooling installed a new Carrier HVAC unit on 1/3/2019 for $6,679. On 5/2022 it was not working, it kept blowing air and not AC. We just missed the 1 year warranty just by only 6 months. Sun Glow sent a tech to look at the ***** The tech replaced ******** valves, caps and added refrigerant. It costed us $794. On 9/2022 it was not working again and it just blowed air and not AC. Sun Glow sent the same tech and he said it was the coil leaking. He sealed it and added more refrigerant. On 11/17/2022, it stopped working again. I asked Sun Glow to send a different tech. On 11/30 the tech said it was the coil and that we had to replace it. We paid $138 for the visit. To replace the coil, it will cost us around $2,850. Our warranty for parts and labor were only for 1 year only. I asked Carrier the manufacturer why? and they said it was because our HVAC was made for commercial use? The compressor warranty is for 5 years. We are frustrated because this is a new HVAC and we have to deal with all these problems. We looked up on the Consumer Affairs website and Carrier HVAC brand seems to have many defects *******************************************************. We really don't want to spend anymore money on this HVAC and want it fixed. We appreciate any help you can provide for us. The owner of Sun Glow is *************************. Thank You!

  Business Response

  Date: 05/18/2023

  Hello,
                  My name is *********************, Service Manager from Sun Glow Heating & Air Conditioning.  My apologies for the delay in response to this issue.  It seems that the notice did not make it to my desk until today.  I am happy to help resolve this in any way I can within the parameters that ******************* allows.  
  
                  Below is a history of work completed at the ****** ********************/4/18 Service call heat pump not heating.  Found system very low on refrigerant and performed a leak search which resulted in discovering non-repairable leak.  Replacement parts/repair cost warranted replacement of system rather than repair.  Comfort specialist sent out to quote replacement system.  $201 invoice.
  
  12/22/18 Proposal to install new water source heat pump system was signed and installation was scheduled.
  
  1/2/19 ************ replaced water source heat pump as per proposal.
  
  1/22/19 Installation warranty- Responded to customer reports of the system not always coming on/corresponding with readings and commands from thermostat.  Adjusted temperature reading offset to match actual indoor temperature.  Also found that compressor was not energizing during a call for heat or aux heat.  Corrected some installation settings on thermostat and system was now operating properly.  This was a free/warranty service call.  
  
  2/7/19 Installation Warranty- Responded to another customer report of system still not functioning properly.  Diagnostic revealed thermostat was not allowing heat pump to run due to outdoor temperature being below 35 degrees.  Since system has no auxiliary heat by design, thermostat was reconfigured to allow heat pump to operate at all outdoor temperatures.  This was a free/warranty service call.
  
  2/8/19 Service callback- Same issues were still happening.  Found a setting in the advanced ecobee settings that further restricts heat pump operation at outdoor ambient temperatures under 35.  Disabled this setting and checked all others to make sure that heat pump is allowed to operate at any outdoor temperature.  This was a service warranty call.  
  
  6/21/19 Customer requested preventative maintenance to be performed on system.  Performed full maintenance service, replaced the air filter and send customer two extra filters to keep on hand.  $242 invoice.
  
  10/1/19 Responded to customer request to change their furnace filters.  $169 invoice including trip charge.
  
  5/18/22 Service call on heat pump not cooling past 72 degrees- Performed diagnostic on equipment and found system to be low on charge and quoted out replacing some leaking ******** cores and service caps along with adding required refrigerant.  Customer approved quote and work was performed.  Maintenance was also performed at this time as a request of homeowner.  Invoice totaled $793.74
  
  9/1/22 Service callback- Responded to customer report of system not cooling down past 73 degrees.  Technician performed leak search and was unable to find source of leak at this time.  Injected a leak sealant into the system that also contained dye in case leak sealant did not take care of issue.  Added required refrigerant.  Technician noted that if system leaks more refrigerant, we can find the leak at a later date with uv light and glasses because of the dye in system.  There was no charge for this service call since our last repair in May did not fix the issue.  $0 invoice
  
  11/30/22 Responded to customer report of system not working properly.  Customer requested a different technician.  Upon diagnostic, technician found that system was low on refrigerant.  Performed UV leak search to find dye that was injected on previous service call.  Found leak located in the center of the evaporator coil.  Technician checked warranty status and verified that unit had a 5 year warranty on the compressor and 1 year warranty on all other parts.  Technician also verified that equipment installation proposal states the same warranty.  Technician charged the unit with refrigerant as a courtesy to customer and quoted out evaporator coil replacement (out of warranty).  ************ call was only billed $139 as previously discussed on the phone before technician was dispatched.  Invoice total: $139
  
  
  To shed some light on Carriers warranty policy, this specific home is a condo in a large building.  The way the building was designed, all condos have commercial HVAC systems in them.  More specifically, all HVAC in building are water source heat pumps.  All of these systems are connected to the building water loop that runs through a cooling tower on the roof.  These are specifically designated as commercial equipment by *******************.  This means that their warranties are different than they are in residential equipment.  In this case, there is a 5 year parts warranty on the compressor and 1 year parts warranty on all other parts.  A typical residential system would be 10 years on all parts.  This policy is decided by Carrier and is not something that Sun Glow has any control over.  
  
                  I have attached the equipment registration documents along with the warranty certificate which states the specific warranty for this equipment.  I have also attached the original signed proposal for the new installation which states the same.  Additionally attached, are the 3 invoices from ******************** May when the refrigerant leak first surfaced.  This was 3 years and 4 months after installation so the warranty was expired 2 years and 4 months prior to that.  
  
                  This issue appears to be more of a dispute with the manufacturer of the equipment (*******************) than it is with Sun Glow as the equipment warranty was well stated on the proposal for installation.  Although, to get this resolved, I can offer a refund for the 5/18/22 invoice of $793.74.  This is the service visit where we diagnosed that there was a refrigerant leak and replaced the ******** cores/caps thinking that was the only source of leak.  
  
                  Please let me know how the best way to process this refund would be and let me know if there is anything else I can do to help resolve this situation.
  
  Thank you,
  
  *********************
  Sun Glow, Inc.
  ************
  ********************************
  www.sunglowinc.com