ComplaintsforAffordable Heating and Air

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3 2024 I hired Affordable Heating and Air to replace and install a new furnace on the 2nd floor or my house. On June 15 2024 I got home in the evening on notice a puddle of water on the floor and water leaking from the ceiling and walls in my bedroom on the 1st floor. I didnt know where the was was coming from, I called my home insurance company and filled a claim. The next day I called Servpro a water damage company to come over and help me find where the water leak was coming from. After them checking around they found the water leak. The water leak was coming from the new furnace the was installed to the coil. I called the guy on Monday 06/17/24 that came out to give me the estimate and was here at my house the day of the installation. He sounded rude and said he would sent his leak expert to come over on Tuesday 06/17/24. When the person come over on Tuesday I told him that I was going to video him as he did his inspection. I showed him my room on the 1st floor were the water was leaking into and the water damage on the walls and then we went upstairs where the furnace was leaking. I turned the unit on on he saw where the water was leaking from and told me and I have it on video him telling me that the new furnace was installed wrong and thats why its leaking water. I cant even turn on the air conditioner for my children since its been real hot because of the water leaking out.

  Business response

  07/10/2024

  ************** and to whom it may concern,
  
  The minute you notified us of an issue, we immediately sent a technician to the property to evaluate the issue. From what I have checked ,I understand that after we installed an Amercian Standard 4 Ton furnace in your home at ********************************************** in May 2024. We did not hear from you regarding any issue of any kind until June 17th, 2024. On June 17th, 2024 you called *************************, one of our senior technicians around 5 pm and said you have a leak from your existing coil. We did not install a coil, and actually told you when we came to give you an estimate that your coil (which was over 20 years ) needed to be replaced. When we left your property, the coil was levelled and eveything was working properly.

  ******, on that call directed you to close the air conditioning immediately and you informed him that you already brought a remidiation company -ServePro to your home to clean up the water damage. We scheduled a technician out first thing the next morning. Our technician reviewed the system and found the issue. He found that the coil had settled and became unlevel , causing water to leak out. You were videoing the technician and telling him we did the damage. Our technician explained to you what the issue was and was not allowed to fix anything. Our technician felt very threatened and uncomfortable. This leak from your  old coil  caused the water damage and as I explained to you was not something we caused or installed.

  I immediately called you to try and understand what happened at your home. You have never spoken to me before this incident and kept yelling and threatening me, even though I was just trying to resolve any issue and understand what happened. In addition to you yelling and demanding my insurance , which is always shown for all on the **** website, I simply asked you what happened and why you felt this had anything to do with our work. You would not let me speak and hung up on me. 

  After all this, you had *** from Servepro contact me and share the invoices you wanted covered by us. I gave her the insurance claim we opened and since then your insurance has been discussing the issue with my insurance company. 

  I reallay do not understand why you are trying to hurt a small business that does the right thing.We did nothing wrong and you have already opened an insurance claim.

   

  Customer response

  07/11/2024

   
  Complaint: 21964221
  
  I am rejecting this response because:
  Your response is not telling the truth. I knew that the coil was old and ****** never advised me that once the work was completed that the new furnace and existing coil would leak water. He never mentioned this and if he wouldve then I would not have gone ahead with the work. If he felt that there was an issue he should have not taken the job. I even asked him if everything would work together and he said yes. The reason Servpro was here is because I called them to help me find where the leak was coming from. When you workers showed up to check out the problem I told him that I was going to make a video from my protection if something like this happened. He and the female co worker didnt have a problem with me recording them. I showed him my room where the water leak to and then all 3 of us went upstairs to show him where the water was leaking from. I told him that I needed to turn the unit on and he said yes, as soon as I turned the unit on it started leaking and he told me and the co worker the furnace was installed wrong and it has reverse flow and since the furnace was installed wrong thats why its leaking and I have this on video. I never threatened them like I said I have a video. And this was the first time we tuned the system on because the day it was real hot and we didnt use it till that day. I have lived here for almost 15 years and the furnace or air conditioner leak before and didnt have any issues till you guys installed the furnace wrong causing water to leak out. ****** never mentioned that this would happen. And when *** from Servpro contacted you, you told her that you didnt want to use your insurance and the you would pay for all repairs and damages. Couple of days went by and you told her that you were not going to fix or pay for the damages and that you were going to use your insurance. I never threatened you or your workers when both of them were here , and you got me upset when I kept asking you for your insurance company information and I have all the emails in which I kept asking you for the insurance information and I ended up getting that information from speaking to someone in the ***** The truth is that ****** never told me that this might happen because I would not have gone through with the work and I have your guys on video saying the the furnace was installed wrong. I myself am also a small business and my customers satisfaction comes first. You told Servpro that you were going to pay for the damages and you changed your mind because you continued to tell lies. Again I have your employe admitting that the work was done wrong and thats what caused all the problems.
  Sincerely,  
  
  *******************

  Business response

  07/12/2024

  To whom it may concern,

   

  I am sorry to hear that you are rejecting my response to your complaint. I always tell the truth, and do not appreciate you saying that I don't.

  I do not think you understand the situation. The furnace we sold you works with the existing old coil and condenser you had. I never said that was an issue. When we came to your property and sold the new ***************** furnace we notified you that it is highly recommended to change coils this old with a newer one, for efficiency and we saw the couill was very old and leaked inthe past. If you remember you were on a very tight budget so we lowered our price and really tried to help you out. The technician you videoed felt very uncomfortable and was put on the spot which made him feel very pressured.The furnace was not installed wrong, and I really do not understand what made you think that. My technician was very clear on that your coil was levelled after our install,, and was not levelled when you called us and we came to check what happened.We do nor know what happened that caused your existing 20 year old coil to become unlevel and leak. 

  It is very strange how May **************************************************************** the late afternoon and we immediately sent a technician to go see what happened, and in that short span of time you stated that you had massive water damage. You had that day Serve Pro at the property and she contacted me that day to tell me their was massive damage. You had hung up on me after yelling at me and threatening me because you asked for my insurance information. I told you I have no issue providing the insurance information but first wanted to kbow what the issue was and why you thought this had anything to do with our furnace replacement. You just yelled at me and said you were going to the hospital, which I really did not understand. I told *** that I wanted to undersand what happened and what the damage was. She sent me an estimate of the work needed and i told her i was opening a claim with my insurance so that they could evaluate if we are at fault, because most likely we are not.

  I really believe in providing service, like you and am more than happy to talk and try to find a resolution, which is what I wanted from the beggining. You would not allow me to speak. You have put a claim on my insurance and are asking them to pay so I am very confused on what you want from me now. I am happy to talk and see if we can resolve this, which is what we always wanted.
  

   
  

   

  Customer response

  07/18/2024

   
  Complaint: 21964221
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  To BBB / *************************, AGAIN ***** YOU DO KNOW WHAT YOU ARE TALKING ABOUT AND YOU'RE MAKING THINGS UP TO PUT THE ***** ON ME AND NOT TAKE RESPONSIBILITY THAT YOUR EMPLOYEE INSTALLED THE NEW FURNACE WRONG AND THAT IS WHY WTAER IS LEAKING OUT. WHEN ****** CAME OUT TO GIVE ME AN ESTIMATE, HE NEVER MENTIONED THAT HE HIGHLY RECOMMENDED TO CHANGE THE EXISTING COIL. SHOW ME IN WRITING THE HE HIGHLY RECOMMENDED THAT I CHANGE THE EXSISTING COIL. AND HERE'S WHY YOU ARE MAKING THIS UP TO NOT BE HELD RESPONSIABLE, WHERE IS IT IN WRITING THAT HE RECOMMENDED THIS, AND WHY WOULD YOU DO THE WORK IF ****** KNEW THAT THERE MIGHT BE AN ISSUE WITH THE NEW FURNACE AND THE EXSISTING COIL? WHY WOULD I ARGEE FOR YOU GUYS TO DO THE WORK IF I WOULD OF BEEN TOLD THAT THERE WOULD BE AN ISSUE WHEN THE WORK WAS COMPLETED? IF YOU KNEW THAT THERE MIGHT BE A PROBLEM, WHY DID YOU GUYS STIIL DO THE WORK AND PLEASE SHOW ME IN ****** WHERE I SIGNED AND ARGEED THAT I WAS HIGHLY RECOMMENED AND WARNED OF THIS? ****** NEVER MENTIONED ANY OF THIS ESPECIALLY SINCE I TOLD HIM THAT YOUR COMPANY WAS THE 3RD COMPANY THAT CAME OUT TO GIVE ME AN ESTIMATE AND YOUR AGREED TO MATCH THRER *****. AND EVEN THOSE TWO OTHER COMPAINES NEVER MENTIONED THERE BEING A PROBLEM ADDING THE NEW FURNACE TO THE EXSISSTING COIL. AND THE REASON ****** NEW WHAT THE OTHER COMPAINES WERE GOING TO CHARGE IS BECAUSE I SHOWED ****** THEIR ESTIMATES. NOW YOU'RE SAYING THAT THE EXISTING COIL WAS LEAKING BEFORE? THAT IS A LIE BECAUSE ****** SHOULD HAVE OF TOLD ME OR THE OTHER TWO COMPAINES THAT CAME TO MY HOUSE AND LOOK INSIDE THE CLOSET WHERE THE FURNACE IS LOCATED WOULD HAVE TOLD ME OF A LEAK. SHOW ME AGAIN WHERE I WAS TOLD THE THERE WAS WATER LEAKING OUT PRIOR TO YOU GUYS DOING THE WORK. AND KNOW YOUR SAYING THAT SINCE I WAS ON A TIGHT BUDGET THAT YOU LOWERED THE ****** THAT'S ANOTHER LIE! AS A MATTER OF FACT, ****** RAISED THE ***** SINCE IT WAS A COULPLE OF MONTHS HAD PASSED FROM WHEN HE FIRST GAVE ME THE ORIGINAL AND HE TOLD IF I WANTED TO PAY THE ORIGINAL *****, I WOULD NOT BE GETTING A WIFI THERMOSTAT AND I WOULD BE GETTING A REGULAR THEROSTAT, AND THAT WHAT I AGREED TOO. YOU FIRST SAID THAT I THREATEN YOUR EMPLOYEES WHEN TWO OF THEM CAME OVER TO SEE THE **** WHERE IT WAS LEAKING WATER FROM AND KNOW YOU'RE SAYING THAT I MADE THEM FEEL UNCOMFORTABLE BY IN THE ***** THAT I HAVE OF ONE THEM SAYING THAT THE FURNACE WAS INSTALLED WRONG, THEY DON'T LOOK THREATEN OR UNCOMFORTABLE. *****, YOU TAKE MAKING THING UP BECASE YOU DO NOT WANT TO TAKE RESPONSIBILITY THAT YOUR EMPLOYEE INSTALLED THE FURNACE WRONG AND THAT'S WHY THE WATER LEAKED OUT. AS A MATTER OF FACT, YOU, AND YOUR INSURANCE PROVIDE GUY ( ******* ) AND ME ALL TALKED ON THE ***** THIS PAST MONDAY 07/15/24 AND YOU NEVER MENTIONED NONE OF THIS TO ME. WE AGREED THAT THIS SATURDAY PEOPLE FROM YOUR COMPANY ARE COMING OVER TO SEE THE FURNACE. I DON'T KNOW WHY YOU DIDN'T MENTIONED THIS ON MONDAY WHEN WE TALKED? THIS IS WHY I TOLD YOU EMPLOYEES THAT I WAS GOING TO MAKE A ***** SO I COULD HAVE IT A POTECTION FOR ME BECAUSE I KNEW THAT YOU PEOPLE WERE NOT GOING TO TAKE RESPONDSIBILITY. I'M GOING TO SAY THIS AGAIN I DID NOT HAVE WATER LEAKS OR DAMAGE BEFORE YOU WORKED IN MY HOUSE AND SHOW ME IN WRITING THAT I WAS HIGHY RECOMMENED / WARNED OR THAT THERE WAS PRIOR LEAKS, WHERE I SINGED YOUR HIGHLY RECOMMENDATION? ************ HAD TWO ESTIMATES PRIOR TO ****** SHOWING UP TO MY HOUSE AND THEY NEVER MENTION THAT THERE WOULD BE A PROBLEM ADDING A NEW FURNACE TO THE EXSISTING COIL ****** ALSO SAID THAT THERE WOULD BE NO PROBLEMS. EVERYONE IN YOUR COMPANY AND YOU ARE POINTING FINGERS AND THAT'S WHY YOU CONTINUE TO LIE AND MAKE THINGS UP, NONE OF THIS WAS SAID WHEN WE SPOKE ON THE ***** THIS PAST MONDAY. AND I ALMOST FORGOT ABOUT THIS WHEN YOU SPOKE TO *** FROM SERVPRO YOU TOLD HE THAT YOU DIDN'T WANT TO GO THOUGH YOUR INSURANCE POLICY AND THAT YOU WATED TO PAY FOR ALL THE REP***S YOURSELF AND ALMOST 2 WEEKS WENT BY AND YOU TOLD HE THAT YOU WERE NOT GOING TO PAY FOR THE REP***S / DAMAGES AND FOR ME TO FILE A CLAIM WITH YOUR INSURANCE COMPANY. LIKE I SAID I KNEW THIS WAS GOING TO HAPPENING AND THAT'S WHY I MADE A ***** A YOUR EMPLOYEE ADMITTING THAT HOW EVER INSTALLED THE FURNACE INSTALLED IT WRONG. JUST SO YOU KNOW ***** I ONLY SEND ******* PART OF THE ***** AND NOT THE WHOLE THING AND I DID THAT FOR MY BENEFITAND SAVING IF WE GO TO COURT. IT'S BEEN PAST A MONTH NOW AND MY FAMILY IS SUFERING WITH THIS HOT WEATHER SINCE WE CANT'S USE THE *** CONDITONER AND SINCE IT'S BEEN SO HOT THAT THEY ARE GETTING SICK BECAUSE OF HOW HOT IT IS.

  Business response

  07/23/2024

  ************** and I reached a settlement and he agreed to drop this and all other complaints he put up.

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