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:01/02/2023

  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.

  I'm *** of 2022, we hired Norco to install an upgraded air and heating system to our home spending close to $18,000. The system ran throughout the summer on AC and then went to heat in November. In the first week of December on a Thursday, the heat system shut down. We contacted Norco and they stated they would have a tech come out on Monday to check the system. The only other heat source we had was a pellet stove that ran continuously for a week to provide heat. The tech came out and was unable to fix the issue stating the fan was burned out and another one couldn't be ordered until February 2023. A few days later another tech came out and was able to set the system on emergency heat until it could be fixed. In addition to that, the computer board had fried itself. This meant the band aid fix of a temporary fan would run constantly 24/7, not only pushing warm heat but also cold air from the basement up into the living areas after the thermostat got up to temp. Our kilowatts being used for the past month have tripled daily because of this, causing our electricity bill to rise. Not acceptable as we are on comfort billing thru ************. The past month we have struggled getting in touch with Norco. They do not always answer their phone and do not return phone calls. A tech came out once between the last service call and today, again frying the board and fan. Another tech was supposed to be here over an hour ago and again, no one has show up and no one answers their 24/7 phone line. 2 weeks ago we contacted ******** heating and air for a second opinion and were shocked at the results they gave us on the workmanship from Norco and the county inspector passing the system that had 3 code violations including the creative way the system was installed. Unfortunately, they cannot do anything to help because they didn't install the system. However, they are able to take care of us if that is the final resolution and refund for the shoddy system we currently have.

  

  Business Response

  Date: 02/09/2023

  We are sorry for the inconvenience that the Millers experienced.  We did everything possible to get their system going even rewiring a temp motor in that most companies can not do.  ********* was on a very long backorder, which unfortunately seems to be the norm now a days.  The fan running all the time costs very little with the new motors and 90% of the people run theirs all the time to clean and humidify the air.  The heat pump electronic board went out and was replaced in a timely manner.  We were not aware of this complaint until Feb. 8th when a representative from BBB called our office.  ********* came in this week and the customer is on the schedule to have it replaced on Feb. 15th.  Thank you for your time.