Residential Air Conditioning Contractors
EZ Air Conditioning and Heating
Complaints
This profile includes complaints for EZ Air Conditioning and Heating's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
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Initial Complaint
Date:07/19/2023
Type: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 purchased an air conditioning system from this vendor on 4/13/2021. The system cost me $14,250.00. The vendor assured me that the system size and configuration was best suited for my home for its energy efficiency and dehumidification features. Immediately after installation, we started experiencing problems with high humidity inside the house. Vendor re-programmed the system because apparently, it was too large for the size of my house. The system has had multiple faults including faulty humidity sensors, and variable frequency drive (VFD) faults which has resulted in high humidity ranging in 60-70% and poor cooling/ventilation capacity. Also, a refrigerant leak inside the coils was identified, this was causing unit to run constantly and not reach desired temperature. On 7/15/23 I was hospitalized for treatment of bacterial pneumonia. My wife has also developed a bacterial infection in one of her ears. Both infections resulting from high humidity and bacterial growth in my home. I've asked the vendor repeatedly to correct the situation and filed a case with the manufacturer, Carrier. #********. but all they they have managed to do is "take measurement" and "calibrate" humidity display so that it doesn't read as being as high as it is. The root cause of the problem is that the unit is too large for my home and the compressor does not ramp up to 100% RPM as it should due to unresolved internal VFD faults. The system also has had numerous communication faults with outside unit. We need the unit exchanged to correct size, price difference reimbursed, or VFD/communication faults fixed ASAP.
Business Response
Date: 08/11/2023
EZ Air Conditioning **** (d.b.a. EZ Air Conditioning and Heating) has received your email regarding the above-referenced complaint. EZ Air Conditioning and Heating understand the customers concerns and apologizes for any inconvenience the customer experienced.
******************** strives to give our customers our best professional service and recommendations and to accommodate our customers requests.
EZ Air Conditioning and Heating addressed the two faults mentioned by the customer in a timely matter, with the help of Carriers technical support team. The pinhole leak in evaporator coil was identified and resolved immediately.
Our customers health is a priority and we have found nothing to indicate any contaminates in the duct or equipment.
Per EZ Air Conditioning and Heatings request, Carriers technical support representative made a site visit to the customers home on August 1, 2023. Carriers technical support representative evaluated the system operation and set up and assured the customer that ********************* thermostat calibrations were correct. He then informed the customer the system is operating properly..
EZ Air Conditioning and Heating understands that the customer is still not satisfied with both entities responses.
EZ Air Conditioning and Heating wants to assure the customer that they will be reaching out to the customer to set up an in-person meeting with the owner of the company, in order to reach a permanent resolution.
Customer Answer
Date: 08/11/2023
Complaint: 20344119
I am rejecting this response because: there are separate issues here. The unit has multiple faults, not just two and this is preventing it from working properly. Also, it was determined that its too large for my home. EZ Air Conditioning is responsible for installing a system that is safe, in this case they failed to do so. I should not have to be financially responsible to correct their mistake. Humidity levels remain high and I am still sick and being treated for reoccurring respiratory infections. Also, EZ Air conditioning does not have the qualifications or credentials to conduct air quality testing as required by State law, therefore they cannot assume that current conditions arent hazardous to our health.
Regards,
*************************Business Response
Date: 11/14/2023
We have met with the homeowner a numerous times in order to come to a resolution for this matter.
The homeowner, no longer blames the **** system as the sole contributor to his health issues
All but one fault code has been resolved, the system is showing a humidity sensor fault at this time however the humidity reading is within 2% of the actual humidity in the house. This was checked with two other outside sensors.
We have offered to replace the condenser to a 4 ton to remedy the issue of the system being oversized. We have also offered the homeowner a Reme Halo, while home air purifier, to help with his air quality, this is a $1,300 value.
To this date the homeowner has declined our offers. Please see attached, zero dollar, estimate and snapshot of the email, rejecting the offer. This is the second rejection
We are continuing to negotiate with this homeowner to achieve a fair resolution.
If you have any questions or concerns, please email or call.
Customer Answer
Date: 11/15/2023
Complaint: 20344119
I am rejecting this response because:I agree to change unit to a 4 ton unit, however if the 4 ton system does not resolve the humidity issues, I expect a full refund of money I invested.
A 4 ton system costs less than a 5 ton and I have in good faith compromised by not expecting a refund of the difference in price.
It is not reasonable to expect me to accept a portion of my investment as stated in attached terms of their proposal. I have incurred expenses as result of this situation which I am willing to absorb as long as this vendor delivers on their promise to refund my money if the 4 ton condenser does not resolve this situation.
Regards,
*************************Business Response
Date: 12/07/2023
The complainant has agreed to a solution, replacing the 5 ton Heat Pump with a 4 ton Heat Pump. We are in the process of getting this scheduled within the next two weeks. We are relieved that this complaint will soon be resolved.
Please reach out with any other questions or concerns.
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