ComplaintsforTemperaturePro Southwest Florida

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased New Rheem RA15A model two-stage heat pump system on Jan 30, 2024 Purchase price was $8929.00 This business committed to replace me current working system and warranty their work for 1 year.After several small issues regarding proper thermostat which was congruent with this system, it was noticed that one room ( master bath ) was not cooling properly. The temperature in only that room, was 3-4 degrees hotter than all other rooms in my home.After numerous calls and emails with no response, the owner finally met with me and promised he would take some measurements from the vents to determine why this was happening.The owner, ***** finally responded several weeks ago when he answered his phone, I believe by accident and again promised to send me a date and time to take measurements from that vent and wanted to charge me a fee as well.He promised he would send me a proposal with timing and any cost the following day.He did not and I finally advised via email that if I didn't hear from him by today i would file a complaint.I want to add that, that when I hired this company, they examined my ductwork and said everything was in good working condition. And I advised him that my original system was working fine, but I was replacing it because it was old and I wanted better efficiency .So, my complaints are as follows.......Owner refuses to address issue and I believe he is trying to run out clock for 1 year warranty.I went through entire summer with a new unit that did not proper work in all rooms I cannot even get a response at this ******** goal is to resolve the issue and has a working system for my entire house.Thank you

  

  Business response

  10/31/2024

  Attached is a zip file with most of the communications with **************************** estimate and paid in full invoice both explicitly state that the scope of work that he contracted us for was "Connecting to existing ductwork, drain line, refrigerant lines, and electrical".  No ducting or air flow issues were documented or communicated during the estimating process or during the installation.  We have gone over and above to service Mr. ***** but have reached an impasse with respect to the contracted scope.  This system was inspected by the city of *********** it passed inspection and the permit was closed.  Mr. ***** would like us to provide to him revisions to his duct system to address a hot spot in one room, a master bathroom at the furthest extent from the air hander. As is customary no load calculations are air flow results have been done on this property since its construction.  Mr. ***** has indicated, after his installation, that he has had duct modifications to the home done by another contractor prior to contracting with us do replace his system.  I was clear with Mr. ****** duct system modifications were out of the scope of his contracted work, and that we would only do a project to modify his duct work AFTER a proper residential air balancing was completed.  This would document a baseline of air flow throughout his home, not just in the room for which he has a complaint.  Especially in light of Mr. ******* posture threatening legal action against our company on multiple occasions, we will only proceed with modifications of any kind to his duct work when we have a quantitative and objectively complete picture of his home's ducting system.  We have provided Mr. ***** with a reasonable quote (attached in the .ZIP file) consistent with other HVAC companies in Southwest Florida and the Southeast US to do an air balancing project.  Once complete, we would use results from an air balancing project to recommend any changes to his duct work to ensure holistic air distribution and comfort throughout his home.  We will not do ad hoc changes to his home's duct work, that would be professionally irresponsible and not is his best interest.

  Further, the attached documentation will reveal that we stressed to Mr. ***** that doing duct work modifications during the hottest months of the year were not advisable especially if they aren't essential.  The reason for this is that our labor costs increase because technicians cannot operate in the 130 degree temperatures without having to take many breaks.  This increases our labor coast by 300%  As such we recommend duct work be done during the cooler months from October through March.  Our prices to customers for work during the cooler months are 1/3 of what they would be during the summer months.  We clearly aren't simply out to make more money at the customer's expense but quite to the contrary, we have been coaching Mr. ***** to do work when it is LEAST expensive.

  Finally, Mr. ******* assertion that we are somehow trying to delay doing work (that he hasn't contracted or paid to do) so we can "escape" our statutory responsibility to provide 1 years labor warranty on our workmanship is simply false.  Inspection of both his estimate and invoice will show that Mr. ***** purchased a 10 year labor warranty underwritten by **************  This warranty is in his name and he is welcome to use it with any HVAC provider, not just our company.  The policy covers labor on mechanical failures.  We chose the 10 year duration so that it matches the 10 year manufacturer's warranty from Rheem on the equipment.

  Again to underscore the essential issue here.  Mr. ******* original scope of work clearly excluded ANY duct modifications.  There is no data supporting or refuting his claim that his master bathroom now is warmer than the rest of the house than it was before we changed his system.  What we have is a customer who has come to us months after the installation with a complaint regarding nothing connected to his contracted work and who is refusing to recognize both the extent that we have gone to serve him, and who is looking for an ad hoc change to his home's duct system without paying for additionally unrelated work to his original project.

  He has received the estimate (included in the .ZIP file) for a residential air balancing, and rejected it.

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