Complaints

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• Initial Complaint

  Date:07/21/2024

  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.

  I purchased an A/C and Furnace and it was installed April 17 from ******* ************* It is now July 21 and we are still having issues and are extremely frustrated with how this process has gone.Shortly after installation we began receiving messages in the middle of the night that there were issues with the connection. On average I was getting 4-6 emails a day saying that the connection was lost to our unit. We called ******* and schedule an appointment for May 22nd. We were told a wire was loose and it should be fixed. A couple of day after the tech came to our house we again received the same message. On May 31 another tech came out. We were again told it was wiring but that is was fixed. Two weeks later we again started receiving the same error message with the unit. We again called ******* to set up an appointment. This time, after the tech left, we got a bill for $584. We were told that it was the wiring in our house and it was not coverage under warrant. We were extremely upset about this and called to speak with *********************. **** explained to us that we may have to change the wiring and/or it could be a faulty thermostat. He said he would come out to look at it. Again, this was a time where we had to make sure someone was home.We had to call on an occasion due to the thermostat being frozen, thus us being unable to adjust our cooling.**** said we would need to change the wires to know if is the thermostat or the wiring that is the issue. We scheduled a tech to come out on July 3rd.The next day, I got several email notifications in the middle of the night that there were issues with the unit.We called **** again and he told us that they needed to redo all of the wiring and replace the thermostat. When the tech came on July 12th he said that he was told to only do the wiring. After he left our thermostat was offline and would not respond. We have had 4 service calls already and would like a new thermostat and working unit.

  

  Business Response

  Date: 08/05/2024

  Good morning,

  On July 30, 2024 we replaced the initially installed thermostat under warranty.  We're sorry this has been an ongoing issue, but as the contractor installing any manufacturer's product we need to follow their warranty process.  

  Thank you,

  *************************
  General Manager
  
  Frasiers Plumbing & Heating, Inc.
  **********************************************************************************
  Phone: ************
  Fax: ************