ComplaintsforEast Coast Air Conditioning & Refrigeration, Inc.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rude and will not return calls. They actually hung up on me. Installed the package unit a.c. incorrectly, blocked the coils and didn't level the unit properly. Caused water to drain inside the home and ruined wood flooring.

  

  Business response

  08/09/2024

  Hello. I understand there is an issue with the air conditioning system I installed on or around 10/2022. I have an appointment Monday August 12, 2024 to inspect the issue. I have no record of maintenance since the day of installation. I noticed in the photo there is a piece of the air duct system that is not a piece of the air conditioning system. This piece may have been left there by us or become loose overtime(likely) as the air duct system appears to be past its life. I have no reason not to assist in resolving this issue. Regular maintenance is strongly recommended and could prevent these types of things from going unnoticed.

  Customer response

  08/23/2024

  The owner did come to inspect the work and agreed that the coils were blocked by a large piece of old duct that they left in. He stated he did not remember my phone and talking to me, whereas I spoke directly to him regarding the problem the week prior. He also stated he did not remember any of my phone calls regarding complaints with installation and his manager from 2 years ago when the unit was installed, however as he was leaving, he stated that he knows I complained about his manager and actually somehow remembered that I had told him that his manager acted like he was drunk. So how does someone state they don't remember anything and yet somehow remember that detail. He did offer to reinstall the unit. But he wanted to put pavers under the **** unit skids. I do not feel that is up to code. He also stated that the concrete pad the unit is sitting upon is not 4 inches, which is code. However, I upon measuring it, the concrete pad is definitely 4 inches and even thicker as it gets closer to the house.  I did not feel comfortable having the pavers placed under the **** unit which mat be a code violation. Also the unit was installed very crooked and not level at all. The owner agreed that the unit was not leveled. I do have more photos to show that the unit was extremely crooked and not level. The **** vent tape that was used on the exterior of the unit is for attic installation and not exterior outdoor installation. And the tape was over 5 years old and was from 2017 which is very old considering that this unit was installed in *****.When i asked the owner about using interior duct vent tape for the use on the exterior outdoors, he stated 'they can make it work'. However the tape was falling off and is the 2nd time they had to reinstall it. The owners response states that the company had not been at the site for any reason since installation. However that is not true. They had to return because the condenser had malfunctioned after 11 months and they had to replace it.  I believe the condenser failed because the unit coils was blocked, the unit was not level which caused water to sit in the base. The unit was not sealed properly and outside air was being tucked into the phelumn. Lastly, thus is a package **** unit and is called an 'over/under', meaning the air intake is on the bottom and then the cold air is pushed through the top vent back into the home. However, this company did not even install this correctly as there was no seperation between the intake and the air being pushed back into the home. So the air was being mixed which caused even more condensation to develop in my home and ruined my wood flooring in one room of the home. As you can see from the video there was alot of water on top the vent and along the sides of the vents that are inside the home. I do not have faith in this company for all the reasons I specified. I do have alot more photos and videos but your system would only allow me to download more.  I have a receipt for the repair of the **** unit, to clean all the old insulation that this company left with blocked the **** coils, to reinstall, level, and properly vent the **** unit. That amount is $1800. I am requesting to be reimbursed that cost. As well as the cost to repair my hardwood floor in the bedroom that was damaged due to an incorrect **** installation. 

  Customer response

  08/23/2024

   
  Complaint: 22113162
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  

  Business response

  09/10/2024

  Yes, I did visit your property and inspect the system. I did mention that the old (50 years) piece of duct may have been left in there Also mentioned that the old piece of duct may have fallen off the rest of the duct system and become lodged in there. Your right I do not remember everything about our interaction 2 years ago. I'm not sure why that is relevant. So again, there is another misconstruction of our conversation. When I was there, I offered to raise the system with rubber isolation pads that are made to be under equipment. We did speak about pavers but that was not my offer. Your statements about the tape are not accurate. Your statement about the repair is also not accurate. The condenser fan motor went out and I replaced it at no charge, is the complete story likely. The motor was replaced under the manufacturer warranty and is not related to the small piece of duct on the evaporator. All of the fluff about why your ac leaked is see through. Your ac drain line backed up like every other ac system and the water went into your house unnoticed unfortunately. Yes, ac systems leak and there are preventative measures that can be taken to prevent this. Regular maintenance visits being one. Aside from the breakdown we have not been to your property since installation making my point about regular maintenance.  Another is keeping an eye on your property for potential damage. I strongly suggest both. Please send the invoice of the repairs made to your system so that I can review. The flooring would be covered under your homeowner's insurance policy as I was not there on the property when the leaked occurred. 

  Customer response

  09/24/2024

   
  Complaint: 22113162

  
  
  I am rejecting this response because:

  The owner continues to misrepresent and is not telling the truth. Before he mentions another falsehood, I would like to point out that in todays modern world of security cameras, it would behoove him to recant his statement regarding placing pavers under my **** unit. The owner did in fact state he wanted to put pavers under the **** unit. The **** unit flooded water into my home because it was not properly installed, the **** unit was completely crooked and not level. As a result wood flooring in one bedroom must fe replaced. The duct work was not installed correctly and the intake was not sealed off properly from the air duct that sends cold air back into the home and the air was mixing and causing greater condensation inside the ducts. The company did not properply remove sections of insulation and caused 3/4 of the coils to be covered. I have numersous video and photos that depict all the faulty work, misrepresentations, etc.  I had to hire another company which cost me $1800.00 because of the negligence involved. I am requesting this sum to be paid and also the cost of replacing sections of wood flooring in the bedroom of the home.  I am confident that the BBB will help to remedy the damages, as my other option is within the court system and thebstate licensing board.
  
  Sincerely,
  
  ***** *****

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