Complaints

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• Initial Complaint

  Date:11/18/2024

  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.

  I own a residential investment property in **********************, **. We have a warranty company, ******************** (***) to assist in upkeeping systems. In September, we had a new ** unit installed via JG Services (sent by ***). My tenant notified us the heat was not operating on October 18. We contacted *** and they sent out a **** company same day to evaluate. This company (**********************************) noticed "2 inches of standing water inside the unit from the condensation drain line from the A/C which up to code is a violation , which caused secondary damage to the heat exchanger and the furnace." They concluded the furnace required replacement. *** sent a 2nd company for a 2nd opinion. This company, **************, concluded the furnace required replacement due to improper previous repair or replacement of the ** unit allowing condensate to drain into the furnace. *** wanted to send out the original ** installers to evaluate. In the interim, I sent an independent HV** company, ****** HV**. They concluded the newly installed ****** ** coil was mounted incorrectly which caused water leakage into the heat exchanger section of the furnace, the furnace drain was mistakenly connected to the ** coil drain and this caused the furnace to cease operating. A new furnace is required. The original ** installers came out, drained water from two parts, got the unit to run for 1.5 days before the furnace stop operating again. They feel everything is fine and parts will correct. Three other companies all say it requires replacement. My tenants have been without heat since October 18 (minus 1.5 days) and their comfort and safety are my concern (they have 2 small children in my property). JG Services needs to replace the furnace they destroyed with the improper installation of the ** unit. My property requires a new furnace and they need to pay for the unit and install it on their own dime.

  Business Response

  Date: 11/20/2024

   We read over the report from the first *** company that came out because of no heat. The report from *** said there was a condensation clog,(as well as a lean).   A clog is a normal occurence in older systems,and they also mentioned that although they thought the condensation drain was slanted a bit in the wrong direction, it did not CAUSE the clog, and the clog is ultimately what caused water leakage into the furnace. The condensate line is NOT changed out in a a/c replacement, so this would be a 15 year +condensate line.  It is only modified at the point where it goes into the new evaporator coil.  Also, the furnace was manufactured and installed in 2009, making the furnace a 15 year old furnace, which is at the end of its useful life of ***** years now that we are in the year 2024.  This is probably why the other company recommended replacment.  The customer begrudgingly allowed us to come back and inspect what the other company was speaking of, and we found no evidence of a backwards slant, and did confirm the clog in the condensate and that the furnace was not beyond repair. It is not a code violation to drain a furnace and an a/c into the same pipe(see a quick ****** search attached), this is a common occurance and is done in many of the installations.  Not sure where this other company got that from, maybe an inexperienced tech, cant speak to why they would say that. Our technician ***,is a 15 year veteran in the **** business and knows what he is doing. Our technician also found a crack in the condensate collector box of the furnace which allowed the water to leak into the heat exchanger.  There is a known issue, per ***, who had spoken with York directly, the furnace manufacturer,with these collector boxes cracking over time.  This would not be anything except normal wear and tear on a 15 year old furnace.  Our tech also found a bad pressure switch.  The reason it only stayed on for 1.5 days after ***** visit is because it needs a repair that the customer didnt get done. The customer refused to let us back to make any repair - and in our opinion, is simply looking to get a furnace replacement at no cost to them.. We are not willing to do that. We disagree with the other company, ***'s, assessment that the furnace needs to be replaced, their report says the heat exchanger is deteriorated, not cracked or beyond salvage. There is no evidence of any other company, **************, nor anything from ****** HV**- Why werent those reports attached to this complaint?  We havent seen any reports from them.  Those reports would most certainly lean towards a replacement to bolster a sale larger than simply repairing the issue. So in our opinion would hold very little weight in determining things. We will do what the warranty company, ***, has asked us to do which is change out the collector box,pressure switch and unclog the condensate line.  The sad thing is you are leaving your tenant without heat for all this time because of your inaction.  The situation is further muddied by the fact that there is a property manager and a tenant involved.  Communication is horrible, at best.  We can get the part and be back there within days to repair this and get heat back to your tenant.   Lastly, AHS will replace your furnace if we report back to them that given everything that has transpired its in the best interest of everyone.  This is NOT without cost though... as you know from the ** replacement, AHS doesnt cover some things.  JG Services is willing to replace this furnace for you, if AHS approves it, at a discounted rate.  We are not admitting guilt of anything by offering you this.. We are standing by what our tech found and you have two options: Have us repair it to a normal working condition at no cost, or have us replace the furnace thru AHS at a reduced cost..