Complaints

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• Initial Complaint

  Date:09/05/2024

  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.

  April of 2021 I bought a 3 ton HVAC unit and paid $12,898. Our house was built with a unit that was smaller than 3 tons, which was too small. Precision personally came to our house, inspected and emailed us our invoice. We refinanced our house to afford the unit. Ever since its installation, on extreme heat or cold temps, the unit could not keep up and started giving error codes such as "Low Discharge Superheat Failure" message that said there was a "21 *** CTRL FAIL." On three different service calls (9/5/23, 9/20/23, & 10/18/23) Precision tried to address this with servicing the *** and then the thermostat bundle, costing a total of $792. We had at least 8 tech visits since installation. This past winter we had to bring in space heaters and burn fires in our fireplace as temps inside were getting in the lower 60s. The first week of June, as temps rose, we started getting the *** error message 2-3 times a day. Frustrated that none of their prior workers could fix it, I called ******. They found multiple issues with both our installation and a previous service call. Our bypass damper was zip tied in place and not able to function as designed. The best I can determine from reviewing my Precision invoices is that it was done on 1/25/22, with a note saying that the worker "corrected bypass damper bleed off." Furthermore, the 3 ton unit was put in using the ductwork from our smaller previous unit. It was not able to push out the volume of air needed and the air returns were not big enough to pull in enough air, which put excessive strain on the unit. What's more, the 3 ton unit was not large enough for our ***** square foot home. On 6/21/24 the motor died. ****** replaced the unit in its entirety, all of the ductwork, and increased the size of the air returns, costing almost $25,000. I emailed Precision all this on 6/24/24 and never heard back. Attaching invoices and email to Precision. Attaching ****** invoice and their photos that were sent to Precision as proof.

  

  Business Response

  Date: 12/16/2024

  Our last service call with Mr. **** was 10/31/23. Our technician notes show the system was running normally. "When I arrived the system was running like its suppose to. The home owner had reset the unit so I couldnt see the code or see what was getting signal and what wasnt. Everything was operating normally at this time. Need to return if he calls back in."

  On 11/10/23, the customer called in for a follow up and stated the system was running normally.

  On 3/26/24, the customer called in for an invoice question. There was no indication on any issue with the system.

  This was our last interaction with the customer before 6/21/24 when they replaced their system with another company. Since there was no other communication with the customer we deemed the issue resolved. The customer chose to perform work with another company which is their right. However, since we were not notified of any issues prior or given the chance to correct we consider this matter closed.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22244466
  
  I am rejecting this response because:

  On 4/9/21 Precision installed a 3 ton Daikin unit, replacing a smaller unit.  Precision did not enlarge the air returns or air duct lines which were sized according to the prior small unit.  This strain on the unit was evidenced over the course of 3 years and two months.  

  Because of this, the 3 ton Daikin unit could not adjust to either temperatures below 30 degrees or warmer temperatures above 80 degrees.  The 3 ton Daikin unit began to give error codes relating to the ****  

  A tech reviewed and was unable to diagnose the mismatching issue on 1/23/23.  

  A different tech reviewed on 1/24/23 and corrected bypass damper bleed off by zip tying a damper adding further strain to the 3 ton Daikin unit.  The tech was unable to diagnose the mismatching issue.

  As temperatures warmed above 30 degrees, the strain seemed to be gone.  

  Routine maintenance was done on 6/9/23.  The tech was unable to diagnose the mismatching issue.

  The issue persisted and symptoms arose when a tech reviewed on 9/5/23 and again on 10/18/23.  In neither visit was the true issue of the mismatched 3 ton Daikin unit and the ductwork able to be diagnosed by the Precision technicians. 

  Again, while we paid for these visits, Precision was never able to realize the true issue: the 3 ton Daikin unit was not installed with the correct sizing of air return or air duct lines.  
  
  I do not have an invoice regarding a 10/31/23 service call.  However, it is possible the unit was running satisfactorily if the temperatures were between 30 and 80 degrees.  

  Precision had multiple opportunities to diagnose and address the issue; however, in none of the reviews by their various technicians were they able to see that the  3 ton Daikin unit was mismatched with the smaller air ducts.  Precisions technicians only addressed the symptoms that arouse out of the mismatch.  As a result, I had no confidence this past summer when temperatures rose above 80 degrees and the unit began to give similar error codes at an increased frequency.  I therefore consulted ****** who was able to quickly diagnose the mismatch between the 3 ton Daikin and the older, smaller ductwork.  Unfortunately, before the ductwork could be updated, the strain added to the 3 ton Daikin unit was too much and the unit died, causing me to incur almost $25,000 in replacing the ductwork and the entire HVAC unit.  
  
  Sincerely,
  
  ******* Head

  

  Business Response

  Date: 12/17/2024

  The customer had ****** perform work on the unit and did not share that information with Precision Air. This did not give Precision Air any chance to respond to ******** findings. ****** then sold and installed a new unit and ductwork for $25k by the customer's request. The customer notified us after the fact requesting a refund. Since we were not given any notice or option to confirm findings by ****** our understanding was the customer's issue resolved from the previous visit. We consider this complaint closed. 

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22244466
  
  As a licensed ************* Precision had multiple opportunities both from the inspections it made prior to the installation of the 3 ton Daikin unit and from the multiple technician visits thereafter.  Through its negligence, Precision was not able to discover the issue of the mismatched 3 ton unit with the insufficiently sized ductwork.  Based on the review and diagnosis of another licensed ************* the issue was promptly remedied, at significant cost to me.

  
  Sincerely,
  
  ******* Head

  

  Business Response

  Date: 12/31/2024

  Precision Air was not given the opportunity to respond to competitor's findings. The last interaction with the customer and ********************** the system was working. The owner under their own accord agreed to purchasing new duct work and system from competitor without notifying Precision Air. The home owner then presented Precision Air with a bill for services Precision Air did not agree to nor was informed about. Precision Air is not liable for customer's choice to purchase new equipment. Precision Air considers this matter closed.