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:11/07/2024

  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.

  Evergreen installed an air unit in our drying room that had a pinhole, which then leaked all the refrigerant into our drying room. Evergreen neglected to come fix this or return our calls/emails. We had to have another contractor come out and pay to have it operating partially. The unit itself still has not been fixed and needs to be replaced. We have a document stating that there is a 10-year parts warranty at the time of our contract with Evergreen. This is supposed to be maintained by Evergreen signing an additional warrant with the manufacturer. However, when we contact the ********** manufacturer directly (since there is no communication with Evergreen), they stated that our machines are unregistered devices that are not under an extended warrant contract and only a 1 year (which has already ended). We notified Evergreen of the full situation, but they only stated "they will look into it" and since have not contacted us back. As a result, we have not been able to lower the temperature in our drying room. We have another contractor waiting for replacement materials and we are going to use them at an approximate cost of $14,000. We should be reimbursed by Evergreen for these additional charges that should be under our warranty.

  

  Business Response

  Date: 12/06/2024

  Thank you for bringing this compliant to our attention. We value the opportunity to address compliant 22527771. 
  
  Our records indicate that the **** system installation for ****************'s drying room was completed, and the final invoice was issued on February 13, 2023. At the time of installation, we provided our standard one-year parts and labor warranty, which ensures coverage for any issues arising during that period. Additionally, extended manufacturer warranties may be available if annual maintenance is performed, as outlined in our service terms.
  
  In August of 2024, **************** contacted us regarding a refrigerant leak. Upon review, this issue falls outside the one-year warranty period. While we strive to assist our customers whenever possible, refrigerant leaks typically involve labor repairs that are no longer covered under the warranty terms.
  We understand the importance of maintaining your system's performance and are happy to discuss repair options or preventative maintenance plans to help avoid future issues. 
  
  Please feel free to reach out if you'd like to explore how we can further assist.
  

  
  

  Customer Answer

  Date: 01/13/2025

  I hope you had a nice week. We did intend to respond on case ID # ******** but it looks like we were a little late. Please see my response and the attachment associated. 
  
  Attached is the contract which clearly states that the system comes with a 10 year part and labor warranty and can maintain 83-85degrees 24x7
  
  This shows that it included the entire part warranty and a maintenance contract is not a factor. 
  

  
  

  

  Business Response

  Date: 01/13/2025

  Dear BBB:
  
  While the initial proposal was presented before work commenced, numerous change orders and additional work beyond the initial scope were completed at the customer's request. Much of this work was never paid for, and as a result, the company had to write off over $60,000. Both parties ultimately agreed to walk away.
  
  It is important to note that no maintenance agreement was ever established for this project.Despite the circumstances, the work was completed above and beyond the original proposal to meet the customers needs.  All extended warranties in commercial applications beyond 1-year parts and labor require being on a quarterly maintenance plan.  Since the completion of that project well over two years ago, we have yet to perform a single maintenance. Parts warranty does not come from the contractor, but rather the manufacturer.  ********** does indeed offer 10 years parts warranty for equipment in residential applications.  This is clearly a commercial application (drying room) and is subject to a 1-year parts warranty.
  
  Thank you for your attention to this matter.
  Evergreen State Heat & AC Ownership
  

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22527771
  
  I am rejecting this response because: Please see the attached supporting document which specifically states, "This system comes with a 10 year PART & LABOR WARRANTY and can maintain ***** degrees 24X7" Please provide your supporting documentation stating otherwise that has been signed by our staff. 
  
  Sincerely,
  
  ******** ******