Complaints

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• Initial Complaint

  Date:09/23/2024

  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.

  If you are looking for efficient, reliable and professional heating and air repairs, Flowertown Heating and Repair is not the option. Not even as a last resort.
  
  On, September 13, Flowertown Heating & Air, an agent of American Home Shield, installed an air handler unit in my attic. Everything seemed well until November 28th
  
  when I turned on the heat and got no results. Called American Home Shield who in turn dispatched Flowertown Heating & air. On November 30th Flowertown Heating & Air
  
  started a shortage caused a fuse to blow. Keep in mind the shortage occurred in the unit they installed. Mid june I began to notice discoloration in my bedroom ceiling
  
  which is right under the air handler. July 6th American Home Shield was called and A-1 Affordablewas dispatched and the found the source of the ceiling stain - a broken
  
  drain pipe installed by you guessed it Flowertown Heating & Air. Fortunately, A-1 Affordable fixed the lead and resolved my a/c issues. The only thing left is my bedroom
  
  ceiling repair. Flowertown Heating & Air is not addressing the issue and refuses to take responsibility for damage to my bedroom ceiling. Their shoddy workmanship, lack
  
  of professionalism and general lack of concern is deplorable. Say No to Flowertown Heating and Air.

  Business Response

  Date: 09/23/2024

  We did install this air handler on SEPTEMBER 2023.  Whenever we performed an install we ALWAYS clear and flush the drains and always make sure the system is draining before leaving the install.

  Ms W**** had contacted me via text OVER A YEAR after we had completed the install stating she had a stain on her ceiling and wanted us to pay to fix it.  I explained to her that if this had happened 30-60 days after the install in 2023 then I could see us being responsible.  In Charleston air conditioning is running 70% of the year.  So if she had this problem before this point then she would have had ceiling issues way before a year after the install.
  

  Since this problem with her ceiling happened OVER A YEAR from when we installed I explained to her that we’re not responsible for the issue.

  If a routine maintenance was done in the spring it would have prevented her drains from being clogged.

  When we came out in NOVEMBER 2023 for a HEATING issue, the short was on the outdoor unit that was not changed during the install back in SEPTEMBER 2023.

  Therefore we are not responsible or liable for any of the damages.

  Customer Answer

  Date: 09/28/2024

  I am rejecting this response because:
  
  Flowertown is responsible for damage cause to my ceiling
  

  Sincerely,
  
  Karen W****

  Customer Answer

  Date: 09/28/2024

  Air conditioning units are usually not used in Oct- about April May so condensation or drainage would not take place until air conditioning is turned on. Unit was installed in September shortly after it was winter . When i tried to run heat it did not work  Flowertown installed the air handler unit meaning it controlled both heating and air. So if heat was not working and their claiming wire shortage they installed the unit meaning alm connections to that unit , is their responsibility to make sure is connected right meaning wiring as well as pipes. I have sent  photos and documents to support the faulty work and the damage that was caused due to the faulty work. I contacted AHS since June and because they dragged their feet in helping to resolve this we are now in September.

  Customer Answer

  Date: 09/29/2024

  If air conditioning drain line was cleaned out in September shortly after was winter and unit / drain not in use til May / June why would those drain lines be clogged. Pipes were not connected proof is in the pictures wrapped in foam , now who could have done that except Flowertown. Not connected pipe is the cause of my ceiling damage….

  Customer Answer

  Date: 10/02/2024

  This is the air conditioner drain pipe that was not connected. If it was connected it would have not leaked. 

  Business Response

  Date: 10/08/2024

  We installed this air handler on 9/13/23.  We have paperwork we can find to send in if we need to, but on our paperwork there is a specific section that says "system is draining outside".  The homeowner signed on the paperwork when the job was completed that "the system was draining outside".  

  When the AC is running during the hot summer months it can produce up to 20 gallons of water a day.  When we installed this system we blew the drains out with nitrogen and then flushed them out with a couple of gallons of water.  If any pipes weren't connected it would have leaked way before a year later.

  If a system isn't maintained (having drains cleared, COILS cleaned, etc) at least once a year, if not twice a year, then drains can get clogged and cause water to overflow due to not being able to flow down the drains properly and to the outside of the house.

  Since everything has been draining and running properly when we installed it, and even when we came out for a heating issue in November 2023, there was no signs of water leaking, We are not responsible for this repair.

  Customer Answer

  Date: 10/10/2024

  I am rejecting this response because: First picture sure Flowertown work. Second picture sure the repair made to the broken pipe. 3 picture shows how the handler takes up the entire right side of my attack meaning I have no reason to go over there. And paperwork was signed but I did not go in attack to see their work nor did I go outside. Air was blowing when they left and i should not have to check behind a company to make sure they did their  work right. I trusted them to do a job because they were contracted through AHS who I also trusted to send a good reliable contractor to my home..
  
  
  
  Sincerely,
  Karen W****