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:01/26/2023

  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.

  *** heathing & cooling was hired by way of ******** to install a brand new HVAC unit in my home after I suffered the fire. The unit is in but the heat only blows on the 2nd floor...there is no heat coming out on the 1st floor which makes it feel like outside when you go downstairs which is inhumane to live in in these cold months.When I asks one of their techs that came out why was that, he advised someone would need to take a look because they initially didn't look at the top ducts when installing the new unit. He also advised they should have put in new wiring and a new thermostat since they put in a new unit and the other one was over 13 years old. I then s/w this women ****** (owners wife I believe) and also emailed her and I have not heard any kind of communication back as to when someone would be out to fix this issue.**This issue is soley when the HEAT IS WORKING (which it currently is) THERE IS NO HEAT COMING OUT OF THE ***** TO THE FIRST FLOOR. it feels like outside! My family and I cannot go the whole winter living in these conditions.

  Business Response

  Date: 02/14/2023

  *** was contracted to install a brand new system and brand new duct work in the residence in October 2022.  *** performed the work and finished the work December 2022.  *** return due to noises in the attic and a no heat service call on January 12, 2023.  ************** found multiple squirrels in the attic. The squirrels chewed through the thermostat wiring that *** installed during the installation of the system.  The technician replaced the wiring and told homeowner he took the old wiring out and replaced with new thermostat wiring.  The homeowner must have misunderstood and thought the old wiring was the original wiring, which in fact is was not because *** installed new wiring at time of installation.  Please refer to the pictures attached of the wiring that was chewed. The homeowner said she would have exterminators out but on January 20, 8 days later, she called to place a service call due to no heat again.  After speaking to the homeowner and listening to what was going on, I asked if the squirrels had come back.  She immediately became irritated and told me it wasn't the squirrels and was irate that I even brought up the word squirrel.  I advised her that if it was in fact the squirrels, *** would have to charge a service call as the squirrels damaging the system is not covered under any warranty.  She refused to accept that she may be charged and advised me that ********************* is responsible.  ***'s policy for any one who is paying a bill that is not the homeowner is to get verbal approval before we dispatch a technician.  The homeowner was belligerent and hung up on me when I explained this policy.  
  After contacting Cityline, Cityline gave approval to proceed.  A technician was dispatched and once the technician arrived, it was obviously apparent that the squirrels entered into the attic and once again chewed wires.  *** took a protective and proactive approach and encased the wiring in plastic conduit since the squirrels are getting into the attic.  During this service call, the homeowner mentions that she does not have good heating on the first floor.  The technician that was onsite was also on the installation and was well aware that *** installed all the duct work.  It is very unlikely that ************** said we did not look at the top ducts, even if the duct work was existing, the duct work has to be connected to the unit so *** would have had to look at the duct work no matter what.  This is the first time *** has been notified of a heating issue.  The previous times there was no heat was because of the squirrels.  
  
  *** made a good faith effort to rectify this new issue with Cityline and was diligently working on making an appointment to return to balance the heating issue, which is sometimes needed after a homeowner moves in.  
  *** and Cityline corresponded with the homeowner and had an appointment on Feb 7, 18 days after fixing all the squirrel issues and first hearing about no heat on 1st floor, to balance the system and rectify any concerns the homeowner had.  All the concerns were met and rectified.  Attached is all the email correspondence showing the scheduling, communication, and satisfaction of the outcome of the Feb 7 meeting.  
  At this time there is no concerns or problems.