ComplaintsforBreezeway Heating & Air, Inc.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 7/29/2024 and 8/9/2024 Amount paid - $75.00 (Home Warranty Deductible)Commitment from Business - Breezeway committed to repairing the air conditioning unit Nature of dispute Breezeway repaired my air conditioning unit but in doing so, caused another problem by not securing the extension pipe onto the drain lines before leaving my home on 7/29/2024. This oversight caused water to leak into my garage damaging some personal items and requiring several hours of cleanup. I also had to turn off my air conditioning unit until the issue was resolved because the water was coming from the condensation drain lines. The water should have exited to the ground outside through the extension pipe. However, due to the extension pipe not being placed properly back onto the drain lines, it was re-entering my garage.Did the business try to resolve the issue After sending pictures of the extension pipe lying on the ground, Breezeway sent the technician back out to my home to put the extension pipe back on. However, they refused to address the water damage inside of my garage. Breezeway took zero ownership of causing this issue.Note: Please see the detailed account of this issue in the attached document.

  

  Business response

  10/15/2024

  We sent our technician back to the property as soon as this issue was called into the office. We can admit that the connection on the exterior of the home (drain line pvc) may have fallen off after the technicians initial visit. When our technician arrived to the property to address this issue. He did not find any water damage to the property. However, he did fix the drain line routed exterior of the home with new pvc so it can drain properly. She pointed out to our technician of an area she was concerned about, but it was unrelated to this water issue she was having. A representative from Breezeway Heating and Air, asked Ms. ***** if she could provide photos of the water "damage" that she had concerns about and the photos that we received were of water on the concrete floor of her garage. Ms. ***** had concerns of mold, etc and the representative asked if a remediation company has came out to give a report stating there is bacterial growth, etc., but that information she could not provide. As far as the "water damage" that was seen on the property, there was no physical signs of damage or bacterial growth, etc. Based on the "water damage" that Ms. ***** mentioned to our representative, she wanted to make sure that there was no damage to the foundation of her home. Still today, we have not received a report regarding "damages" or a report from the 'mold and restoration company' she scheduled to come out.

  Customer response

  10/20/2024

   
  Complaint: 22300211
  
  I am rejecting this response because:  Breezeway Heating and Air did not offer a solution to rectify the issue.  Their technician failed to secure the extension pipe after making the air conditioning repair which caused water to enter one side of my garage damaging, among other things, a box of hardwood, a rug, and a small area on the wall where the water entered.  Also, I had to spend my time cleaning up the water to mitigate further damage.  Breezeway says they immediately came back to my home when I notified them of the issue with the extension pipe, but that is not true.  The technician initially came to my home on 7/29/2024.  Breezeway sent the technician back to my home on 8/9/2024.  The air conditioning unit ran from 7/29/2024 to 8/6/2024, meaning water was leaking into my garage via the misplaced extension pipe for 9 days.  I notified Breezeway of the water leakage on 8/6/2024 and they sent the technician out 3 days later on 8/9/2024.  I'm attaching pictures of the damaged box of hardwood flooring, the rug, and the report from Reliable Restoration & Remodeling that details the damage caused by the negligence of the technician securing the extension pipe. 

  Also, as clarification, I've never mentioned any concerns about the foundation to Breezeway nor anyone else due to not having any concerns about the foundation.  However, I was concerned about the water entering my garage caused by Breezeway's negligence and any damage it may have caused.  I requested that they send someone out to check but they declined.  They did not want to incur the cost.  But when the technician was at my home on 8/6/2024, he took a few pictures, put the extension pipe on and left.  

  I'm baffled as to why Breezeway is not wanting to take accountability for their mistake that caused me harm.  I've only requested they make right the wrong they caused.  Nothing more and nothing less.  Had the Breezeway technician took his time and secured the extension pipe, this situation and issue would not exist.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 19, they installed a full **** system in my home and tested the heater briefly and were preparing to leave. My husband insisted on testing the air conditioning so they tested the air conditioning for a few minutes to confirm that it was blowing cold air and left right afterwards. On May 20 at 8 am, we discovered that the condensate pump had been running continuously and the pump was so hot, so my husband separated it from the **** system for safety reasons and unplugged it. While awaiting a response to our service request, we found that the technician had mistakenly connected the humidifier hose to the drain hose location of the pump. Given that our **** system is situated adjacent to the washer and dryer in the laundry room, it is clear that the **** drain hose should be connected to the same drain lines as the washer and dryer, meaning the drain hose should originate from the backside of the washer. It appears that the installer must have erroneously assumed that the drain hose was a humidifier hose originating from the ceiling, leading them to connect the humidifier hose to the pump. As the weather grew hotter, we needed to use the air conditioning. When my husband attempted to disconnect the misplaced humidifier hose from the pump, he inadvertently broke a component. When the technician arrived at our home with a replacement condensate pump, we explained our findings to him. However, he asserted that his colleague had executed the installation correctly and insisted that the pump was defective. Nevertheless, he contacted his colleague who installed the pump in my presence, and I overheard the technician asking his colleague if he had indeed connected the hose properly, to which his colleague said yes. We specifically expressed concerns about the uphill flow of water if the humidifier hose were indeed the drain hose. He simply attributed the issue to a clogged drain hose (which was actually the humidifier hose) and offered to clean it and check that it functions properly once it was thoroughly cleaned. He suggested cutting out the humidifier hose. Believing this hose to be the drain hose, we requested that he leave it untouched. He cleaned a clogged drain hose and attempted to operate the pump, but it did not work. I explained to him that we have lived in this house for over three years and we had used the air conditioning regularly before replacing it, so the drain hose should not be clogged up with dust and ***** However, since we did not use the humidifier, the humidifier hose could be clogged up. He said my assumption made sense and he called his colleague in front of us. His colleague, who installed the full ****, did confess that he might mistakenly have connected the wrong hose to the pump. After the phone call the technician noted that he never worked inside the house on May 19 and that he only worked on the outside A/C unit. The visiting technician apologized for this inconvenient incident. He simply connected the drain hose to the pump, filled the pump with water and allowed the pump to empty. He also put the humidifier hose into an empty water bottle. The whole procedure took less than five minutes. However, I received a $440 bill from the property manager on June 2rd.The property management company, Evernest, has been unhelpful in addressing the matter. Despite initially assuring me that they would investigate the issue, they failed to provide any updates until I followed up on June 22, only to be instructed to pay the bill. On June 26, I emailed Breezeway Heating & Air requesting clarification regarding their knowledge of the situation. ****** from the vendor advised me to contact my property management company for the information. Since my property ****************** did not provide any details, on June 27. I emailed them and informed them that I was willing to pay the ProSelect Condensate Pump (Model: PSCPV220WS) for prices ranging from $50 to $111.36. On June 29, I am still waiting for a response.

  

  Business response

  06/29/2023

  At Breezeway Heating and Air, we pride ourselves in customer satisfaction. In properties like this, which are tenant occupied and served by a property management company in which we do not have access to communicate with the homeowner themselves, there is a process for these matters. 

  We performed a full system replacement of this tenants property on Friday May 19th. On Saturday, May 20th at 11:21 AM, we received an email, from ***************************** stating that the tenants reported the new condensate pump to have been 'running nonstop'. We sent one of the technicians that performed the install the day prior to assess the situation within one hour of receiving the request. The technician brought a new condensate pump with him because the symptoms that the tenant provided made it seem as if it was a defective condensate pump and there is a warranty process for this reason. However, the technician arrived and found the condensate pump to have been tampered with, by the tenants, and broken as a result. Which you admitted within this complaint. You said as follows: "When my husband attempted to disconnect the misplaced humidifier hose from the pump, he inadvertently broke a component." The correct way to have handled this situation would be to simply unplug the pump and wait for a licensed HVAC technician to arrive and remedy the issue. Warranty does not cover a broken component due to tampering or mishandling.

  This is why there is a bill due from your property management company. 

  Should you have any further questions/complaints, please contact ******** so that that can assist you with this property. 

  Customer response

  06/29/2023

   
  Complaint: 20255032
  
  I am rejecting this response because:

  Below is the description of your bill:Upon arrival, I noticed that the condensate pump was not in the same condition as when the installation was completed. It appeared as though the condensate pump had been tampered with and was now broken. The pump had been flipped around from its original installation position. The fitting that connects to the vinyl tube, which pumps out the water, was snapped off and placed back into the pump's draining port as if it were a drain. As a result, the condensate pump had to be replaced. An after-hours fee has been added because this service call is unrelated to the installation.An emergency call made outside of normal weekday business hours was charged at $125, and the condensate pump was charged at $315.00.As I mentioned in the complaint and email I sent to your company, this callback service should not have been necessary if your technician had correctly connected the appropriate hose to the condensate pump or if they had checked its functionality after installing the **** system. The technician who came to my home for the repair should not have taken more than 5 minutes unless they wasted time cleaning the clogged humidifier hose. Don't you agree with this? Are you suggesting that we broke the condensate pump and requested the service? Your technician installed the wrong hose into the condensate pump, so how can you say this callback service is unrelated to the installation? What could have happened if we hadn't noticed that it was continuously running?We did not touch the pump until we realized it was extremely hot and running continuously in an abnormal manner. The technician who came for the callback service apologized to us four times, and in our presence, the technician installed the original pump admitted to his colleague over the phone that he had made a mistake during the pump installation.I mentioned that I am willing to pay for the cost of the condensate pump if you charge a reasonable price. According to my research, the ProSelect Condensate Pump (Model: PSCPV220WS) is available for prices ranging from $50 to $111.36.

  Sincerely,
  
  *******************

  

  Business response

  06/29/2023

  *******************,

  You tampered with the condensate pump, which is exactly what the invoice and even you yourself have said. Evernest is the party requesting your payment. Not Breezeway Heating and Air. Please take all matters to the appropriate party, which is the party that is requesting your payment, not Breezeway.

   

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Breezeway to run all new duct work on a gut renovation where we removed an existing fireplace. The plans clearly showed this. There was no fireplace in the home at the time of quoting or at the time of the work being done. On the first cold night of the year, our heat kicked on and immediately filled our entire home with carbon monoxide. The next morning, Breezeway came out and realized that they did not check to see where our HVAC exhausted (this is THE NUMBER ONE RULE OF DUCT INSTALLATION) and the exhausted was venting directly into our home via the old fireplace in the crawlspace. It was determined that the ONLY way to fix this is*** was to purchase two new furnaces for our brand new home. We asked for Breezeway to pay for the furnaces because we would not have needed them at all if they would have done the work correctly in the first place. They responded to our request saying you should find a different HV/AC company, this is not our responsibility. I decided to have two other HV/AC companies inspect the work and tell me their thoughts. Both agreed that it was 100% Breezeways responsibility. They both also found NUMEROUS other is***s with the way that our ductwork was installed. Pipes that were connected to nothing, pieces of duct falling apart, tape coming off, basically a giant mess in our crawlspace. They both quoted fixing all of the is***s created by Breezeway and both quotes came in at $10,000. I called the city and had them come inspect the crawlspace. They verified everything we were told by the other HVAC company and also verified that the initial checking of the exhausted was ONLY Breezeways responsibility. I then sent Breezeway another e-mail telling them that we have verified their responsibility in this and asking them one last time to fix it. They ignored my email. Then, I sent another threatening to *** them (which ultimately we decided not to do because of the stress involved in a lawsuit) and they ignored us again.

  

  Business response

  02/06/2023

  We at Breezeway pride ourselves in customer satisfaction, and fair pricing. 

  The Tarquinios contacted us to simply add/reroute existing ductwork, and that is exactly what we did. We did NOT touch any flue pipe(s), as we were not permitted to do so. With ******* being the ** for her own home, we have/had no knowledge of any additional work they performed to their own fireplace. We did have a rough, and final inspection from the City, and both passed, which is why the Tarquinios released the final 40% of their payment to us.

  We did offer to put in two brand new furnaces for $5,800, which essentially covered the equipment and labor for two technicians to perform the replacements. The Tarquinios declined the offer. They wanted them to be replaced for free, even though we performed the agreed work, passed inspection on the agreed work, and were paid for the agreed work. We even responded to several service calls that were not at all tied to the work we performed.

  We have attached the signed and agreed upon quote we provided, and the inspection which was approved and lists Breezeway as the Heating and Air provider, and ********************************* as the General Contractor and Property Owner. You can also see an additional work order, which was scheduled and performed after the inspection, where we had to replace a control board on one of the furnaces. 

  Should you have any further questions, please contact us directly.

   

   

  Customer response

  02/06/2023

   
  Complaint: 19333877
  
  I am rejecting this response because:
  
  it is entirely false. They did offer to replace the furnaces for $5800 which is far more than the cost of the units themselves. We responded asking them to replace them because the only reason that we needed new units was because of their potentially deadly mistake. They said no, find another company.

   

  then we responded asking them to fix all of the issues found during the inspection and to replace the furnaces at the actual cost of the furnaces (not the cost of the furnaces plus intstall time for their workers which is what the $5800 was).

   

  at this point they stopped responding completely and left us with bad furnaces and number Lous number ours numerous repairs that needed to be made on the duct work that they ran.we Spent over $10,000 to repair all of their problems.

   

  i reject everything about the lies that they are responding with.

  Sincerely,
  
  *********************************

  

  Business response

  02/07/2023

  The $5,800 was for the equipment and LABOR for technicians to install them. That was all. 

  We have moved past this issue, and would like to continue to do so. We have not lied. We performed the agreed upon work, we passed inspections, and received payment. 

  There is nothing else to say. We passed rough and final inspections.

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