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:03/22/2024

  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 hired Energy Shark Air and Heating. To install a new AC system. After explaining to Phil the owner, my current system is short cycling. He explained the old unit was definitely sized wrong He said I needed an additional return ductwork for $750. ( I realize now the new AC system would have been sized correctly, so the additional ductwork, return wasn't actually necessary). However, I finally changed the filter a year later. Because the ductwork was not installed correctly. When I removed the filter I noticed a hack job, the truss was cut and the duct was squeezed through the truss in the the shape of a tear drop. When I brought this to his attention, I included comments from peers in his industry. They all agreed the installer did a horrible job. He called them all " idiots" !! He explained to me his installers had no choice because the 14" opening couldn't fit the 16" ductwork. When I went up to my attic to inspect what he told me. There definitely is a lot more workable space to have it installed correctly without cutting the truss and squeezing the duct into a tight space. The ductwork is incorrectly installed and could have been done more professionally. Phil did have his installer call me to "repair" !! I refused to allow them to return. If they thought the installation the first time was good, to leave it in that condition. I'm afraid to allow them back to do anything in my house. I am demanding a full refund amount of so I can hire a real professional company to do it right !! ( I have photos to prove my situation).

  

  Business Response

  Date: 04/29/2024

  Energy Sharks Heating & Air is an engineer and veteran **** ***** ******** operated heating & air contractor known for professionally installing “energy saving” equipment. We use our engineering background to make sure all new components interact well with existing components in order to improve heating & cooling performance and most importantly increase longevity. Unlike many of our competitors, we make sure all the systems we installs meet manufacturers specifications and this is especially true for "static pressure".  High static pressure on an HVAC system is just like high blood pressure on a person.  It doesn't mean you are going to die tomorrow but it absolutely means you will have a shortened life expectancy.  The same holds true for HVAC systems with high static pressure.  As a mechanical engineer I measured the size of the customers existing returns ( intake ducts ) and found them to be to small for the size of his system. I then entered these measurements in a duct calculator to determine the amount of additional airflow needed for the system to operate within manufacturer's "static pressure" requirements. After determining the extra airflow needed we sized the new intake duct and grill that would be needed using the duct calculator.  I did the actual calculations on paper including showing him the actual math on the duct calculator. We all know physics never lies.  Math is math and the duct calculator can be trusted to provide the correct sizing of the new intake duct.  In essence, a 16" duct was required and a 16" duct was installed.  The space between the wall joist is 14" so it required the 16" to be squeezed or egged if you may to fit into the smaller area.  This is explained to all of our customers prior to the actual install.  Having said that, over a year after the actual install of a 3 ton 15 SEER AC and gas furnace along with the addition of the new 16" intake duct to meet static pressure requirements we heard from the customer. We immediately asked our senior most technician to go take a look at the intake install which was in question. I offered to remove the 16" and install a 14" since he was unhappy with the egging of the 16". However, the customer didn't allow us access to swap out the intake duct.  After multiple conversations with the customer we even offered to pay another licensed mechanical contractor of his choice directly to do any replacements or repairs to the intake part of the project.  We do 300-400 duct jobs a year and unfortunately we did not meet the customers expectations on his intake duct.  We offered to replace or pay another contractor of his choice to do the part of the project he wasn't happy with but he stated he couldn't find another contractor willing to do the work.  Our goal is always 100% customer satisfaction and feel we exceeded reasonable expectations to address the issue by willing to re-do the work with a smaller duct or to pay for another contractor to do the work. We have over 350 five star reviews with around 1/2 of them addressing the major improvement in airflow after correctly identifying deficiencies in intake sizing and high static pressure from the original install.  We stand ready to assist the customer and await his response.  

  Customer Answer

  Date: 05/06/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  Yes the math was done using my existing Carrier AC system. Which was sized incorrectly when the house was initially built. Which caused the short cycling to occur, which prematurely shortened the life span of the Carrier unit.. The **** AC system that was sold to me, be you. Would have completely corrected the short cycling. Being as it was now sized accordingly. Not needing any additional return ductwork, because now the entire system would be completely balanced.

  However, the added return ductwork is installed on the side of the blower motor. Which does absolutely nothing for the airflow, in regards to the performance it was meant to be, and does nothing for the intent it is designed to do. The insulation was unprofessionally installed.

  As to the Egging of the size of the flex ductwork into the grill, is laughable at best. Again, unprofessionalism. To even suggest to repair the insulation, in itself screams out we are unprofessional !!

  In my observation of the insulation of the workmanship, I believe they never expected (me) the homeowner to go up into the attic to inspect their work. 

  Again, I am demanding a full refund. You are entitled to receive back all the equipment in exchange for the full refund of $750 of the additional ductwork material, because it does not benefit me one iota !!   

   

  
  
  
  
  Regards,
  
  
  
  ********* ****