ComplaintsforHelping Hands Heating and Air Conditioning, LLC

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** has been ignoring my calls and messages for months now. He was supposed to come back to finish installing a metal drip pan under the motor he installed a few months ago that leaked through the second floor of my home into the ceiling of my garage causing mold and other damages, but has not been returning my messages or calls. I had to have the water damage repaired for $2613.38, which *** said he would submit to his insurance, but he has not and again, will not reply to my attempts to contact him. This is all AFTER he had me wait 4 weeks in the coldest part of last winter to install a new furnace, and let me go 3 weeks this summer without AC due to the leak, as well as AFTER he broke the exhaust hose while trying to blow it out with his compressor, leaving it to leak in my attic for many months. I asked him to replace the hose the day he tried to blow it out, he flat out refused. *** needs to finish the job he started and reimburse me for the water damages.

  

  Business response

  11/05/2024

  I installed the unit just as the old one came out I made no changes to the way the drain was done. I didn't leave you Without heat in the winter your heater broke you had another company out then I was assigned to the claim and if I remember correctly it was repaired within the week. As for your claim I caused the damage and refused to come fix it I went out of my way to redo your piping didn't charge you for any of it even though I didn't create the issue. 

  Customer response

  11/05/2024

  Complaint: 22391635
  
  I am rejecting the response because: After the original install when you came to evaluate the seized motor, you witnessed the leaking because i brought you out to the garage to see the water that had leaked. You then promised me it was just spillage from blowing out the tube and that it would dry up. After that, there were identifiable leaks on the parts you replaced (see photos). You caused the water damage and need to reimburse me for the damages. 

  Additionally, you STILL have not returned to install the "custom drip pan" under the new motor you installed where the leaks came from. You need to come install that to finish the job. 
  
  Regards,
  
  ******* ****

  

  Business response

  11/05/2024

  I cannot redo your entire plumbing situation for something I didn't cause I reconnected the new ac to the same place as the old one was the pump failed I replaced the pump for no charge for you then re ran the drain line somewhere more suitable ie the washer drain box so that you wouldn't have to deal with clogs and drain issues like you did before a line I had nothing to do with that was ran up into your attic and connected to nothing. 

  Customer response

  11/06/2024

  Complaint: 22391635
  
  I am rejecting this response because: You did cause the leak. See attached photo of where you did not adhere the pipes that run from/to the pump. The small bowls were placed there while we waited for you to fix the leak, meanwhile we did not run the ** after finding the drips coming from the ceiling directly under the pump.
  
  Regards,
  
  ******* ****

  Customer response

  11/15/2024

  Good morning,

   

  Thank you for your message. Here are the clarifiers you requested:

  I paid Helping Hands LLC directly via check, see attachment. He cashed the check right away. I still have not received an invoice, I have requested one multiple times, so has First American Home Warranty.

  I did use First American for the service calls, and to help me attempt to follow up with *** with Helping Hands on multiple occasions. I also reported to First American the level of communication *** was providing, as well as my frustration with how long everything was taking. 

  I have a service contract with **************, and they said BBB and insurance/legal are welcome to contact them for information regarding this situation. A good contact would be *********** ********** at ************

   

  An additional piece of information I have acquired recently is that *** did not obtain a permit for the install, which is required by the City of ********. According to **************, the contractor is responsible for obtaining a permit. Please see attached complaint which was filed with the city for documentation purposes. I would like to kindly request that *** obtain the permit now so that I can request an inspection. I already spoke with the city planning department yesterday, and they confirmed that *** would indeed be able to obtain the permit now so that I can have the inspection completed. 

   

  Thanks!

  Customer response

  11/22/2024

  Thank you for the offer for arbitration. Since starting this claim, I have been able to obtain Helping Hands insurance and submit a claim. the claim is pending, so I would like to please go forward with the insurance claim before arbitration 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. ↩