ComplaintsforPeaden Air Conditioning, Plumbing & Electrical

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 15th Peadon arrived to perform a Tankless Hot Water Heater Flush/Descale. Upon arrival Technician spent 20 minutes trying to hard sell us on an Elite package deal for $25.00 per month/$300.00 per year which will cover the Hot Water Heater flush. We stated, we do not need a package deal just a flush/descale. The Technician advised flush/descale will cost $613.00. We declined service due to the outrageous cost. In the end Peadon charged our credit card a service fee of $89.00. They did not provide a service, they tried hard selling us an Elite service contract and their tactics appear to be fraudulent. We called Peadon to complain. There was no response. We notified credit card company to dispute charge. We are considering reaching out to Consumer Affairs due to the somewhat fraudulent sales tactics to flush/descale a Tankless Water heater. In the end we had a certified technician flush HWH for $110.00.

  Business response

  07/26/2024

  Dear Mrs. ******,
  
  We acknowledge receipt of your complaint submitted to the Better Business Bureau concerning the $89 service fee levied by Peaden Air Conditioning, Plumbing, and Electrical. We recognize that, in the current economic climate, service costs are a significant concern for many of our customers. 
  
  The service fee encompasses the expenses associated with the time our Service Professional was dispatched, the travel incurred, and the duration spent with you to discuss various options and pricing relevant to the flushing and descaling of a tankless water heater. At the time of scheduling your appointment, you were informed of the $89 fee and its application toward the total cost of service, contingent upon your approval.
  
  We are aware that Peaden’s rates may be higher than those of some competitors; however, our pricing reflects numerous benefits, including a one-year warranty on any services rendered. We regret that you did not perceive the value in an Elite Membership and felt that our Service Professional engaged in an aggressive sales approach.
  
  Enclosed, you will find a copy of your signed agreement for the $89 service and we also have the recording in which the details of the fee were thoroughly explained and to which you consented. We will be happy to share that with you via email, unforntuenly the call file is much too large to include here. 
  
  Thank you for your understanding. 
  
  Sincerely,  
  Cat *****
  Quality, Process & Compliance Manager 
  Peaden Air Conditioning, Plumbing, and Electrical

  Customer response

  07/26/2024

  
  Complaint: 22044241

  Dear BBB,

  Peaden response is not acceptable.  They never disclosed cost to service tankless hot water heater at $613.00.  In the same community, with the same tankless hot water heater, Peaden charged my sister In-law $55.00 with No Plan.  When my wife called Peaden they took her credit card information as a hold.  When the Technician was finished trying to hard sell her on the Elite plan we declined, he told my wife I need your credit card information for the service charge. My wife felt there would be an issue with the aggressive Technician.  She told him Peaden had my credit card information.  He said I need it again.  My wife provided information to avoid a scene. We figured we would call the office in the morning.  The Peaden office never returned our call. 

  BBB do you have any suggestions, since it appears, based on Peaden's first response they don't care about potential customers.  I feel their tactics are fraudulent.   Should I contact Consumer Affairs, The attorney General's office or someone at the Governor's office. I want people to be aware of the aggressive tactics by Peaden and their Technicians.

   

   am rejecting this response because:
  

  
  Sincerely,
  
  Barry ******

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  SUMMARY OF COMPLAINT On May 29, 2024 a technician/salesman/closer from Peaden Air Conditioning, Plumbing & Electrical who serviced my geothermal heat pump intentionally tampered with the high pressure Shrader valve causing the R-22 refrigerant to leak out. The unit had not been cooling properly and he was supposed to recharge the system only. He provided no paperwork showing a breakdown of The charges amounting to $1,422.15. His claim that the recharge took four pounds of R-22 is highly questionable, and he inadvertently left evidence of his tampering. Clearly, the purpose of his visit was to pressure me into agreeing to purchase a new unit from Peaden before he left.

  Business response

  07/18/2024

  Dear Mr. *******,
  
  Thank you for bringing your concerns to our attention through the BBB. We appreciate the opportunity to address any issues you may have experienced with our services. We are grateful for your cooperation in allowing Peaden to revisit your home on July 15, 2024, to replace the shraeder core at no additional cost to you.
  
  Furthermore, we can confirm that a refund of $820.00 was processed on July 12, 2024. We trust that the resolution reached between yourself and our management team meets your satisfaction. Should you have any further concerns or feedback, please do not hesitate to reach out to us directly.
  
  Warm regards,
  
  Cat *****
  Quality, Process & Compliance Manager
  Peaden team

  Customer response

  07/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21973844, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Daniel *******

• Initial Complaint

  06/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Peaden Air conditioning wont stop texting me with advertisements for services, I have called them and asked them to stop countless times but they continue. I just want the harassment to stop

  Business response

  06/07/2024

  Dear Mr. ********,
  
  Thank you for reaching out to Peaden Air Conditioning, Plumbing, and Electrical via BBB. I have conducted a search for your name and daytime phone number in our system, but unfortunately, I was unable to locate either. To ensure that you are removed from our advertising list, could you please provide me with the phone number where you are receiving these advertisements directly? You can contact me at ***************** or ************. Our goal is to deliver professional service to you and your family, and not to inundate you with unnecessary advertisements.
  
  Thank you for your cooperation and understanding.
  
  Sincerely,

  Cat ***** - Quality, Process & Compliance Manager

  Customer response

  06/14/2024

  
  Complaint: 21813875
  
  I am rejecting this response because:
  You continue to text me advertisements. I want it to stop immediately. I received another today 6/14/2024
  Sincerely,
  
  Steven ********

  Business response

  06/17/2024

  Dear Mr. ********,
  
  Thank you for providing us with the update. We sincerely apologize for the inconvenience caused by the advertisements. As per our previous discussion, we have successfully removed your contact information from our software program. However, it has come to our attention that you are still receiving the advertisements. Despite our previous request to have your phone number removed from our marketing list, it appears that this was not done as advised. Rest assured, we are currently conducting a thorough investigation into this matter with the assistance of our Marketing team. 
  
  Thank you for your patience and understanding as we work to resolve this issue promptly.
  
  Regards, 
  Cat *****, 

  Quality, Process & Compliance Manager. 

  Customer response

  06/17/2024

  
  Complaint: 21813875
  
  I am rejecting this response because:
  Nothing has been fixed, I have endured months of spam test messages despite countless requests to stop. This should not be legal. This harassment is completely ridiculous
  Sincerely,
  
  Steven ********

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Peaden caused damage to my home and refuses to repair the damage. Peaden employees stepped on duct work and crushed it where it reduced the air flow and thus increasing electric cost and placing additional strain on HVAC unit which they wired wrong 3 times. They replaced damaged insulated duct tube with uninsulated duct tube. They replaced wrong breakers after the permit was closed and refuse to have the panel reinspected. They failed the inspection three times. and then threatened to file suit if they were not paid. I informed Peaden they would be paid as soon as all the repairs were complete. Peaden refused to fix the damages they caused when I had them replace my HVAC. Since they wanted to get paid they provided the Air Filter that had been promised months prior on the HVAC contract. They will only fix damages if they are owed money. If they are not owed money they will not fix damages they caused. I was give given a 500 dollar deduction for the damaged interior wall. They paid ******** 1500.00 dollars but a misunderstanding between ******** and myself the contract was canceled. Peaden was refunded the 1500.00. I had another company replace my plumbing and Peaden now refuses to pay ******** the same 1500.00 for the damage they caused and are mad because I did not use their plumbers. Peaden states that they do not have to pay because I did not use Peaden plumbers and thus nullify the damage to the encapsulation. I cancelled a trip to the Phillipines because Mr. ******* informed me on Monday that he will have the work done on Friday when I was leaving on Sunday. The cost of 1000.00. The 1500 was for the wall and cancelation of my trip. They refuse to pay for the 1500 encapsulation damage to ******** because I did not use Peaden plumbing. ******** inspected and gave the price of 1500 for the damage caused by Peaden. Included is the ******** contract back in February before any other work was done on the Plumbing.

  Business response

  05/24/2024

  We sincerely appreciate you taking the time to provide feedback on our services. It is with regret that we hear about the challenges you have faced, and we want to assure you that we take your concerns very seriously. Our team has been fully dedicated to resolving the issues we have encountered to the best of our ability.
  We want to express our gratitude for your patience and understanding as we have diligently worked towards finding solutions and offering you appropriate relief and financial compensation for any damages incurred. Upholding high standards of work is a priority for us, and we are committed to rectifying any mistakes that may have occurred.
  Regarding the encapsulation replacement, we have taken steps to address the issues promptly and courteously. It is important to clarify that while we cannot assume accountability for the entire replacement, we have made efforts to resolve the matter in a timely manner. Specifically, we would like to mention that the paid-for Vapor Barrier repair was canceled due to a misunderstanding between you and  ********. Peaden deducted $1500.00 from your invoice before payment, $500.00 for the unmatched paneling and $1000.00 towards the Vapor Barrier – not the total encapsulation. The matter of your trip was not discussed during the payment process.
  We value the opportunity to work with you and are committed to ensuring that your experience with us moving forward is a positive one.

  Sincerely, 

   Cat ***** 

  Quality, Process and Compliance Manager. 

  Customer response

  05/24/2024

  
  Complaint: 21754724
  
  I am rejecting this response because:

  on 12/19/2023 I recieved a quote of 23,079.00 to have the all two wire electrical wire replaced. ******** account was established for financing with total of electrical cost as the loan agreement. I also inquired about having my HVAC serviced.

  The HVAC service used high pressure tactics and convinced me to sign the contract the same day for the HVAC to be installed within a few days. The Peaden employee then went into my ******** account without my permission and started to change the amounts because I did not have the upfront cash required. This caused a large decrease in my credit score and several issues. I closed the ******** account. As long as I owed them money they would try to fix the issues. Peaden wired the HVAC wrong three times. Costing me time and money. Every time I called they had to rewire the system. The solution was a free high end Air Filter and fixing the issues. After I paid the entire amount Peaden canceled the maintenance program. I found out later the excuse was that my credit card was expired. Funny because the card does not expire until 2026. On May the 20th I had refused to pay the remainder on the electrical contract until all damages and issues were taken care of. I finally received the High End Filter 5 months later and because I refused to pay them the remainder. It is my belief they did not plan on providing the Air filter that was promised as compensation for all the HVAC issues.

  Peaden installed a HVAC system and charged me 13050.00 for the system. 
  

  I was going to cancel the electrical but the GM promised 5 star service on the electrical. As compensation and good will he promised a high end Air Filter as compensation. It was not delivered until after 5 months when I withheld the final payment. 

  Ms ***** tried to haggle with me for payment and stated that she would settle only if I gave up my first amendment right to free speech and removed all the factual accounts I had posted on Peadens quality of service and one star review. When I refused to give up my first amendment rights she relented and settled to trying to fix all the issues.

  From the beginning I stated to Peaden that I would pay as soon as all the issues were fixed. They were demanding payment even before the job was complete. They went as far to file an intent to file suit to receive payment. I have all the emails and pictures of the one star work completed by Peaden. I have pictures of electrical wires dangling in the crawlspace where the only thing holding them in place was the two small screws in the outlets.

  In the process of replacing the old two wire electrical wire they damaged the following.

  I had planned a trip to the Philippines for the 19 of March. On the 13th off March Mr ******** stated he and his 5 foreman will come in on the 17 to fix all remaining issues. I was stressed and had taken anxiety medication due to the legal actions when Peaden issued a notice of intent to file suit. I cancelled the trip because It would take longer than one day to fix all the issues. and Mr ******* would not do any work until two days prior to my departure. I stated it would cost me roughly 1000.00 to cancel the trip. 

  Brick exterior wall when they use a small drill and hammer and chisel. Instead of a bore. They repaired it.

  Peaden drilled a hole from the ceiling into the main electrical Panal box and went through to the Dining room and damaged a panel. The paneling can not be replaced so they offered a 500 dollar compensation.

  The electrician stepped on insulated AC duct tube and crushed it reducing air flow. It was replaced with uninsulated Air duct tube.

  The Okaloosa inspection on February 1st and failed. The second was on 20 of February it failed again and Peaden tried a third time when I was in the Philippines and failed again. I was informed that they passed the inspection on the 16 of May and demanded payment. I looked at my security cameras and no-one had been on my property. Apparently the permit was closed on the 16th of April. As I kept informing Peaden that I would pay the remainder when all the issues had been resolved. Peaden replaced some circuit breakers that the first inspection failed. Peaden replaced them on the 17 of May and refuses to have it reinspected to include all the wiring being secured. Peaden did additional work on the permit or basically without a permit and refuses to have it reinspected.

  Peaden cut two holes in the attic walls to make it easier for them to get through but only partially fixed one hole.

  Peaden tore up the crawlspace encapsulation and I had ******** inspect and signed a contract with them. ******** and I had a misunderstanding and the contract was canceled. The 1500 was refunded to Peaden.

  I then had another company redo my plumbing. Peaden now states that the encapsulation contract was voided because I had another plumbing company redo my plumbing. I had had nothing from Peaden but excuses and poor quality workmanship. 

  As discussed on the 20th of May. Mr ******* would credit me 1500.00 for the hole in the wall and the cost of cancelation of the trip. Since they did not show up on the 17 as promised but the 20 after I had to cancel my trip departing the 19 to have the work completed. I paid the remainder as promised because I believed that the General manager and 5 Forman and several crew members had completed all the work. When I inspected the crawlspace the electrical wire was secured but very little was done on the encapsulation. They actually took out 6 inch stakes and put down some fabric and tape that had been left over from the installation. They did not replace the stakes and now have to crawl around and find all the stakes they pulled out but did not replace. They also used tape instead of the stakes so now I have an issue with stakes everywhere in the crawlspace since they took them out but did not replace them. The stakes have rust and a health issue. 

  The 1500 was for the hole in the wall and the cost of cancelling my trip.

  The 1500 encapsulation damaged was done by Peaden and Peaden is upset because I did not use them.

  I would like the electrical inspected again since it was conducted after the initial permit was closed since work was done on the main panel and electrical wire secured.

  Since I paid Peaden 36,593.50. Which includes an additional cost of paying 1965.00 to fix one - two wire they missed which was covered by the original contract but refused to repair. The account is paid in full and Peaden refuses to fix existing issues.

  
  Sincerely,
  
  Norman ********

  Business response

  06/25/2024

  Mr. ********, 

  First and foremost, we want to clarify that Peaden did pay ******** as agreed, but unfortunately, you canceled the work that was planned. Our management team spent time with you to address the crushed duct issue and attempted to rehang some of the damaged vapor barrier in your crawl space. We were willing to repair the damage at a cost of $1,500.00 as quoted by ********, but again we understand that you decided to cancel that work.

  
  It is important to note that Peaden is not liable for the entire replacement of your encapsulation, as we had already made efforts to address the damage that was directly related to our work. We have been committed to resolving any issues that did arise from our services, and we are disappointed that you have chosen to take this route.

  
  We would like to reiterate that we have complied with all repairs and even provided a deduction of $1,500.00 off your HVAC purchase in an effort to address the concerns you raised.

  At this point, Peaden considers its obligations to you to be complete.
  
  Sincerely,
  
  Catherine *****

  Customer response

  06/27/2024

  
  Complaint: 21754724
  
  I am rejecting this response because:

  The following is a list of damages caused by Peaden.

  Peaden failed the electrical inspection 3 times. They had it passed without anyone inspecting the work completed and closed out the electrical permit. Peaden did major work on the Main Panel Box after the permit was closed and did not have it reinspected.
  

  1500.00 was the estimate for the repair for repairing the damage to the encapsulation. ******** and I had a disagreement when they wanted to charge more after the estimate. When I contacted other companies the price went to over 10,000. So I was still searching for a repair company that was not outrageous.
  

  500.00 for damage to paneling that could not be replaced.

  1000.00 for cancellation of out of Country trip because on Monday when informed them I would be out of the Country on Sunday the GM stated he and all the foreman will be out on Friday. No one showed up on Friday but actually Monday when I would have been on my way out of the Country. The cancellation cost was from fee's and non refundable accommodations. The trip had been planned months in advance.
  

  1000.00 for broken Gun Case. Paid

  Damage to exterior Brick wall. Repaired

  Crushed duct work. They crushed insulated duct and replaced it with non-insulated duct.

  I had to pay for my mink blankets to be cleaned since they placed tools and and garbage on the beds. It took several days to clean the house because they did not put down traffic plastic down and were only professional when a foreman was around. They had tools and tracked mud in the house and put down dirty tools and brackets everywhere.

  I had to postpone my trip for several months due to the fact that prices for the plane fair are considerably far more expensive without planning and booked several months out.

  When the GM and all the foreman came out to fix all the issues I figured that everything had been done up to standard since the GM was also working.I was wrong.
  

  I agreed with they GM that the 1500.00 deduction was for the canceled trip and the panel that had been damaged.

  They have yet to fix the encapsulation. Since they paid ******** the 1500.00 when ******** and I had a disagreement the Payment was returned to Peaden.

  When I asked them to pay me for the encapsulation they refused. I have to pay a whole lot more than the 1500.00 to have the encapsulation repaired.
  

  Peaden argues that the 1500 was for the partial encapsulation and wall. I have heard several different mixes on what it was for.

  Total damages that I am stuck with is 3000.00. Peaden only reimbursed me for 1500.00 and they repaired the damaged items with cheaper quality products.
  

  
  
  Sincerely,
  
  Norman ********

  Business response

  07/18/2024

  Dear Mr. ********,
  We apologize for any inconvenience you experienced during your interactions with our team. We take customer feedback seriously and have taken steps to address the issues you have raised.
  We have complied with and corrected all errors and repairs directly resulting from our work. Additionally, we previously approved and prepaid ******** for the Vapor Barrier repair quote provided by you. While we understand the disagreement that arose between you and  ********, therefore we provided a $1000.00 deduction to your invoice to compensate for those repairs being cancelled. Regarding your claim that you were provided a $1,000.00 deduction due to having to cancel a trip was not communicated to me and there is nothing in writing that the $1,000.00 deduction was for that. When payment was provided the $1,000.00 deduction was applied to assist you in proceeding with repairs on your vapor barrier. Per conversation with you and our management team, you had another company in the crawl space after Peaden therefore, the extent of the vapor barrier damage cannot be factually determined to be the result of the Peaden team.  We attempted to rehang some of the old vapor barrier while on site as a courtesy. 
  Furthermore, we provided a $500.00 deduction to your invoice for the unrepairable panel wall. We have done our best to rectify the situation and offer fair compensation for any damages incurred.
  At this time, we consider this matter closed and kindly ask for a cease and desist on further communication regarding these issues.
  Sincerely,
  Cat ***** 
  Quality, Process & Compliance Manager 

  Customer response

  07/19/2024

  
  Complaint: 21754724
  
  I am rejecting this response because: Peaden lies and only attempts to fix issues when they are owed money. As the General Manager stated it was a verbal agreement which he now states I do not have anything in writing. I trusted the General Manager and now know he can not be trusted and could be a good politician. I would like to make a statement that Peaden should not be paid until all issues be resolved because if the customer does not owe Peaden any money they will not do any repairs or address any issues. They promise 5 star service but only provide one star service. 

  I will continue this until they provide what they promised.

  
  Sincerely,
  
  Norman ********

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 15 2023 I accepted a proposal of work to be completed to replace my HVAC system and hot water heater. I had mentioned to the sales person that I wanted the parts of my home to be completely separate HVAC systems so they can control their own environment. The sales guy suggested I not go with a mini-split system like I had originally mentioned and he advised that I go with a dual zone system with a 2 stage condenser. The work included running a 3/4 inch gas line from the gas meter to the new hot water heater. On July 28th half the work was completed. I had to call several times in order to remind the company the work was not complete. They came back out on August 14th to finish the work. After loo**** over the work I discovered that the gas line had an adapter from 1/2 to 3/4 inch at the hot water heater. I called and let them know that they need to come out and fix it if it needed to be fixed or refund my money. They chose to refund the money. In March after doing some renovating I called 3 separate companies to review the HVAC system and found that the system was not operating correctly, the dual zone system would not allow both parts of the house to operate their environment separately, I only received a single stage condenser, and the systems air return was undersized. I called Peaden multiple times and after after 3 weeks they came out to redo the work on the HVAC system. On April 11th 2024 they completed the work documented in "Install Material List" except increasing the size of the return under the air handler. I let them know but they have yet to return. After 2 weeks of no response from them I called another HVAC company to run tests on the systems and found that the new condenser does not work with the air handler based on manufacturer specs. I have called several times with no response. Additionally a plumbing company said that the water heater is not operating effectively as the pipeline is undersized. I would like a full refund.

  Business response

  05/31/2024

  Mr. ****, 

    We have tried to make contact several times, we have even been onsite to try and investigate the home. We understand that the equipment passed final inspection prior to any current remodel.  We are interested in addressing your concerns. We are also aware that you choose another company to install the mini-split that was originally contracted to Peaden.  Peaden has refunded you $1,000.00 as well. 

  Please contact us on a date and time that you will be available to meet our Team onsite. 

   

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Wednesday, 10 April 2024 Peaden Air Conditioning, Plumbing & Electrical arrived at my home to install a gas line for a gas stove. When the workers arrived, I inquired about the impending bad weather and the workers said the weather would not be a problem. The weather was deteriorating fast and eventually a bad thunderstorm rolled in which included damaging winds and an EF1 Tornado touching down in the area. The workers continued to work outside until the conditions got too bad and then retreated to their work vehicles. I asked again about waiting for better conditions to work in, but the workers stated that they were told that the job had to be completed that day. The workers waited until the rain let up and continued working outside in the storm until finished. Profit was clearly put over safety in this case. And since the workers were trying to get the job completed by any means necessary, they took some shortcuts which in turn caused some damage to my personal property. When installing the outside gas line up the outside wall which was located behind my whole home generator, instead of using a ladder to stand on, the workers stood on the top of my generator which caused damage to the top of the generator. The top of the generator is dented and sunk in. The workers also attempted to use my portable, plastic hose reel to stand on and broke it. While installing the gas line in the attic, when completed, the workers failed to put the insulation back and there is a huge gap in the attic area where the gas line was run down the kitchen wall. I called Peaden on 11 April 2024 at 1:10 PM and requested that a manager call me back and to date no one from Peaden has returned my call. I am requesting that Peaden inspect, test the generator, and repair or replace my generator lid, and put the insulation back where it belongs in the attic.

  Business response

  04/12/2024

  Dear Mrs. *****,
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or damage caused during the gas line installation at your home. Ensuring the safety and satisfaction of our customers is of utmost importance to us, and we deeply regret any lapses in our service on that day.
  We appreciate your understanding of the challenging weather conditions that occurred during the installation. While our workers initially believed the weather would not pose a significant problem, we understand that the situation deteriorated rapidly and caution should have been exercised. We have addressed this issue with our team to ensure that appropriate safety protocols are followed in all circumstances.
  Additionally, we are truly sorry for any damage that occurred to your personal property. Our team takes great pride in their workmanship, and it is disheartening to hear that shortcuts were taken, leading to unintended consequences. We have already begun the process of assessing the damage and will take immediate steps to rectify the situation. Our goal is to ensure that your property is restored to its original condition as quickly as possible.
  We apologize for any delay in our response to your report. We strive to address customer concerns within a 24-hour period, it was our full intention to contact you today with our resolution plan. Our service managers have been notified and they are actively working to resolve the issues you have raised. You can expect a call from us today to discuss the resolution steps we are implementing.
  Once again, we sincerely apologize for any inconvenience or distress caused by this incident. We value your business and the trust you have placed in us, and we are committed to making things right. If you have any further questions or concerns, please do not hesitate to contact us directly.
  Warm regards,
  Cat ***** - Quality, Process and Compliance Manager. 

  Customer response

  04/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21565995, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Tammy *****

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Central HVAC system not functioning as described / discussed during initial quote. And apparently misrepresented by both Peadon Air conditioning and Goodman manufacturer. We met with Clark ******* from Peadon Air on September 25, 2023. We explained we wanted a complete Central Air and Heating system installed in our home, We wanted a system with a multi speed blower that would ramp up or down depending on demand to be energy efficient and had a a variable speed blower. Clark ******* presented the quote and assured us the unit was high efficiency and would function as we had described. We asked 3 times to be sure it was the right equipment. Shortly after install we realized the system appears to have only a one speed blower and does not ramp up and down to accommodate demand. We tried contacting Peadon countless time with no response for months. On March 29, 2024 two representatives from Peadon came out to our house and inspected the HVAC equipment. They both advised the outside condenser unit was the wrong one for the system and they would be sending someone out to replace it in a couple days, They also advised Clark had made several mistakes as he was new to Peadon and it would be made right. Sadly, I was informed a few days later they were told not to honor the promise they had made while at our house, At this point we are requesting the system to be replaced or repaired to function as we were promised OR take the equipment out of our home and refund all monies paid,

  Business response

  04/09/2024

  We sincerely apologize for the inconvenience and frustration you have experienced with your central HVAC system. It is our priority to ensure that our customers receive the high-quality service and products they expect from us. We understand the importance of having a system that functions as described and meets your expectations.

  Thank you for taking the time to speak with me today. As promised we are working together to see how we can best resolve this matter.  Attached you will find the approved Estimate for the system that was installed.

  We are currently investigating the issues you have raised regarding the misrepresented equipment and lack of response from our team.

  Rest assured, we will take all necessary steps to address this situation promptly. Please know that we are committed to resolving this matter to your satisfaction. Our goal is to reestablish your trust in Peaden and do what we can to address your concerns. Your feedback is invaluable to us, and we appreciate your patience as we work towards a resolution. Thank you for bringing this matter to our attention. Per our conversation, I will be back in touch with you after speaking with our team to discuss next steps and find a solution that meets your needs.

  Warm regards,

  Cat ***** 

  Peaden Quality, Process and Compliance Manager

  Customer response

  04/17/2024

  
  Complaint: 21542459
  
  I am rejecting this response because: Just Updating as we are currently getting close to the ten day BBB complaint period and did not want the complaint to close as we have not resolved and are continuing to work toward resolution.

  We are currently working with Cat at Peadon to resolve the issues and she has had delays due to employees not being available for technical questions and issues with equipment availability that works with our air handler. She is continuing to work toward resolution and hopefully will have options for us soon.
  Sincerely,
  Carl *****

  Business response

  04/17/2024

  Mr. ***** and I have been in communication regarding the location of new equipment that aligns with his expectations. Peaden is aware of some minor delays in our research for comparable equipment to the one Mr. ***** approved in his contract from October 2023. We have discovered that the approved purchase lacks a suitable outdoor unit that would properly complement the indoor equipment and meet Mr. *****'s desired ramping capabilities. 
  
  I have sent an email to Mr. ***** at 12:34pm with a proposal for alternative equipment for the change out. I have requested that Mr. ***** review the proposed equipment and contact me to discuss the next steps. Thank you.

   

  ***** *** ***** ***** ********** ***** *** **** ***** ** *** **** ********************** ******** *** *** ********* * ******
  Good afternoon Mr. *****,
     I hope you are doing well!  I am excited that I have gotten the replacement equipment information for you. I understand that you wanted the equipment information.  Please see below.
  
  The system that we would purpose to install into Carl ***** home would be a 4ton 15.2 seer 2 gas Rheem system
  Condenser *************
  Furnace ****************** 
  Coil **************
  Econet thermostat  
  AHRI match #*********
  
  * ** **** *** **** **** ** **** ** *** ***** ** **** ****** ****** ** ******* *** **** ****** ****** *** **** ** ** **** *** **** ********* **** ********* **** * ***** *** * **** ** *********** ***** **** ***** ***** ******** ******* ****** ****
  
  
  Cat ***** - Quality, Process & Compliance Manager
  P ***** ******** M (850) ********
  618 W Baldwin Rd, Panama City, Florida 32405

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/2023 After having air condition fixed 2 weeks ago the air conditioner is not cooling the house as it should. they replaced a capacitor. We have two dogs and a couple months ago we both had covid. I also have diabetes problem which makes me weak and unable to keep up all the time. My mother does like to buy from sales. The dog has decided to stop using the pads he was trained on and has started doing his business near back door, The air conditioner out side is in kept yard and interior door is not that bad. On hottest days of the year they dropped us as customers because it wasn't clean enough for them. Since air conditioner is working inside it is most likely the outside unit. My mother is on oxygen and has back injury. I have a knee problem. I am over 50 and she is over 75. It is my mother's house and I can't clean how I would like. She is unable to keep cleaning.

  Business response

  09/01/2023

  Hello Mr. ****,
  Thank you for taking the time to bring this to our attention, I greatly apologize for this experience. I’ve passed your concerns on to our management team so that we may address your issue and continue to improve services to our community. 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a brand new air conditioning unit ~$10,000 from Peaden had them install it 4 months ago. Less than 1 week after install the house was still not cooling properly. So they came out and said the ducts under the house were collapsed and needed to be replaced ~$1,500. Then about 5 weeks ago our maintenance guy noticed soft spots in our living room floor. Upon investigation he found the air conditioning unit was blowing humidified air into our house. We called Peaden and they sent out several technicians over the next few weeks all having an excuse why it wasn’t their fault (bad plumbing, old floors, inside ducts not insulated and so on). Our floors and plumbing were all replaced last September and my husband cut out a wall in the house to show them that the ducts inside were insulated. Peaden has sent out supervisors and even a district manager with no solution or even suggestion that they will fix the unit. Our whole floor is damaged and the subfloor and laminate all needs to be replaced ~$20,000. Now our insurance is involved but will not fix the air conditioning unit as it is under warranty with Peaden. They will not return our phone calls. We would like to be refunded for the extended warranty through them, what we paid to have another company assess the problem, replacement of duct work, and also the money we spend on getting the unit in working order.

  Business response

  08/02/2023

  Hello Mrs. *********

  Thank you for taking the time to share your thoughts. We take pride in our willingness to go above and beyond for our customers and your feedback is valued. We appreciate you and Mr. ******** working with our general manager, service manager and supporting staff to resolve your concerns. I show that your requested refund has been processed and with the additional work performed under the home we have fully addressed your concerns. If we can be of further assistance please let us know. 

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get a generator installed, hooked up and tested since September. The original install date slid to the right and was installed the first week of October. When the generator was hooked up, Penden wanted the rest of the money without gas connection, electrical inspection or test and run of the generator. Amount owed was $10,000. Agreed to pay another $5000.00 and the remaining balance upon completion of install to include an end to end run and testing of the generator. Since then it has been almost complete silence. The electrical inspection failed and Peaden sent someone out to fix electrical issue. County reinspected but we have no idea if it passed. Then we went round and round with Peaden about the gas meter. The gas company came out and did an inspection but would not put the white final inspection sticker on the gas line because Peaden didn't complete the connection from the generator to the gas connection next to the generator. Peaden said the gas company was at fault and the gas company said Peaden is at fault and in the mean time, no running generator. Talked to Peaden this morning and again the blame game. Would like to talk to someone at Peaden that knows what the proper gas connection procedures are because the blame game between Peaden and the gas company is resolving nothing

  Business response

  10/21/2022

  Mr. *****,

  I’m so sorry for the negative experience. I appreciate you taking the time to share your feedback as that is definitely not the standard we strive to hold ourselves to. I’ve passed your concerns on to our management team so that we may address your issue directly. 

  Customer response

  10/25/2022

  
  Complaint: 18294820
  
  I am rejecting this response because:
  The work still isn't completed and now Peaden sent me a past due notice for payment. I will not make the final payment until the work is completed. I called the office at 3:47PM on 25 Oct 2022  and requested to speak to someone. Got put on hold forever and finally just hung up the phone.
  Sincerely,
  
  Tj *****

  Business response

  10/27/2022

  Mr. *****, 

  We have been in contact with Ms. ***** on multiple occasions. I am sorry to hear that we missed speaking with you. Our Field Supervisor will be on site for the start up of your generator and is happy to address any additional questions or concerns in person. 

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