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:12/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have had problems with a Carrier heat pump. It consumed too much electric power in comparison to the same units that my neighbors have. Even when idle, it constantly consumes around 300W. My neighbors' units consume around 100W. If we did some easy math (300W - 100W) * 24h * 365 days, we get that I waste around ***** kWh of energy per year. Which is about $200/year.I reached out to WSB Heating. They sent a technician who made the diagnostic on 8/25 and confirmed the issue. I have paid $179 + tax for the inspection.The technician recommended to replace the inverter in the heat pump. The manufacturer has agreed to replace the part, but I still had to pay for the replacement job. Per WSB, it has been done on 9/20. I have paid $329 + tax. After the job was done, the problem still persisted.I was promised by WSB they would bring someone in the next week to do another round of evaluation and troubleshooting. They told me it would be free of charge.After several weeks, they informed me they won't do anything and the system works as intended. They tried to provide me with some misinformation.As a result, I've spent $508 + tax on some bad quality service. I don't know if the actual replacement job was done, I didn't observe that.As a settlement, I want them to either complete their job, or to issue a full refund.

  Business Response

  Date: 12/18/2023

  *****************

  Business Response

  Date: 12/18/2023

  We performed a service call to determine the customers complaint. The customer claims the system is using power when the system is off and not running. Customer had solar panels installed on his home and according to the customer that system shows he is using 400 ***** form the Ductless Heat Pump system. We determined that the amp draw is coming from the inverter board on the system of 1.4 amps. We did not install the ductless heat pump. We contacted the manufacturer, ******* identified a bad inverter board and they warrantied a new inverter board. We installed the new board and it did not solve the issue. We determined it was the main control board instead of the inverter board. The customer wanted us to figure out why the main control board was using the amperage while the system was not on. We contacted Carrier support again, and the Carrier tech support employee did not have an immediate answer. We shared the information on the model number and serial number. He was going to contact his Carrier support team to help determine what the answer is. The answer from Carrier was that it is using the normal amount of electricity that it should while it is idle. We communicated this with the customer and he was not satisfied with that answer and didn't agree. We are not a Carrier dealer so we have no leverage in the matter. We did not charge the customer for the warrantied part only the labor to install the part. In an effort to keep goodwill with the customer on our side, we have agreed to refund him the $507.00 we charged for 2 calls with labor.

  On another note: Can someone removed ************************* from this account? She no longer works at the company and her and her husband **** no longer own the company.

   

  Customer Answer

  Date: 12/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As soon as I receive the refund I will consider all my demands fully satisfied. I will also update all my reviews of the business in ************* and ********* mentioning the satisfactory resolution.
  
  Sincerely,
  
  ************************