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:01/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 sent the **** contractor the following in a certified letter. They have not responded. My **** system has been in about 25 months. You completed the installation shortly before Thanksgiving of 2020. Since the installation, the work performed by you, your company and employees has cost me a significant amount of money. I will provide the timeline & what the cost of the repairs, directly related to your work have cost me.From the initial installation The ducts in the garage not properly sealed resulting in the inability to keep the house warm and the excessive use of propane. During the heating season 11/20-3/21 *****. gallons of propane at the average cost of $**** a gallon. During this time, I spoke to you repeatedly and you offered no solutions or suggestions as to why the propane usage was excessive. In April of 2021, it was discovered that the heater ducts were never properly sealed and in fact, I was heating the garage, not the house. You talked to my brother about this at length and in fact, never came to see for yourself or fix the issue. My brother properly repaired it. After the repair, during the heating season of *****, I used 416 gallons LESS of propane because of the repairs done by my brother.In January 2022, I called you because the ** unit just arbitrarily came on, though the heater was running. Once again, you declined to make a visit to diagnose or fix the problem. At your verbal suggestion, I had a neighbor pull the fuse to stop the ** from running. When I called in the spring to get the issue fixed, you advised me to call an electrician because it was your thought that a wire was bitten by a rodent. I called a local **** technician. During the diagnose of the ** unit, it was determined that in fact, the wiring harness screws were loose, not properly tightened at install. During the diagnose, the technician looked at the heater. There were a couple of issues. 1. The blue light air sterilization system was incorrectly installed, and the unit was burnt out. A potential fire hazard IF the technician hadnt seen the black marks from the improper installation. This unit was a CASH ADD-ON at Install I paid you $700 CASH for this unit. As if this wasnt enough, the blower mower on the furnace was not working- upon inspection it was installed wrong and a new one had to be ordered from the manufacture. That cost me shipping and labor to have it replaced. Fast forward to this week, December 12, 2022. The state-of-the-art ********* thermostat died. Another service call. While the technician was here, he noticed the 25 *** run from the heater to the front of the house. You installed it with one supporting strap for the entire 25 run. The *** is sagging back towards the heater. This is causing condensation in the *** pipe leading to potential failure of the ************ unit. Upon closer inspection, it appears that the *** pipes were not properly cleaned with the purple *** cleaner or even glued together. To complicate matters, there is no fresh air intake as required by ******** code. The entire exhaust setup needs to be redone and brought into code. Yet again, another unexpected and unnecessary expense for me. In the beginning, I was willingly to just take it on the chin for the consequences of your poor install. I am well past that point now. Here is a list of what I am out of pocket since you installed this system. I have called you first, every time there was an issue. You chose not to respond other than talking to me on the phone. You have given me poor answers, i.e. when I called about the excessive propane use you told me that I was keeping the house too hot, or that a mouse ate the wire, or youre not spending a hundred dollars in gas to look at something that was wrong. When you were here, you told e that you would do a first-year check-upon the heater and A/C. You have never done that. You said you were licensed to work in ********. There is no evidence that you are licensed to work in this state. I have pictures, invoices, and statements to prove that I am out of pocket due to a sub-par install by you and your company. I feel that you have taken advantage of the fact that I am a senior citizen and a widow. Yes, my brother recommended you, but he lives in another state and other than fixing having all of the heat go into the garage and not the house, he is not involved. Please see the charges listed below. I think we can remedy this between us without involving outside agencies or companies. After you review the charges, kindly forward a certified check for the full amount of damages to my mailing address.1. Excessive propane usage Winter ************** gallons at the average price of **** $1,111.26 2. ** control fix loose screws from initial install April 2022 $109.00 3. Burnt-up Air Sterilization Unit - installed incorrectly May 2022 $ ****** 4. Bad ************* shipping & labor May 2022 $908.00 5. Bad Thermostat December 2022 $347.65 6. Repair to incorrect fresh air **************** $1,616.96 Gand total is $4,792.87