ComplaintsforFayette Heating & Air

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In October 2021, Fayette Heating and Air installed two new HVAC systems in our home: one for the second floor and another for the main floor and basement. Both systems are ***** heat pump systems Since installation, we have adhered to a regular maintenance schedule through Fayette Heating and ***** ***** **** membership. The 2-ton unit for the second floor has experienced continuous problems that began just one month after installation. Over the past 34 months, we have had over twelve plus maintenance calls in addition to routine maintenance visits. Issues have included blower motor and thermostat replacements, *** switch problems and replacements, Core Sense Diagnostic failures, FTV and ongoing air handler malfunctions. On average, this unit has required maintenance or repairs every 2-3 months. Since summer temperatures often reach the upper 90s, the second floor quickly becomes uncomfortable when the system is malfunctioning. With our children’s bedrooms and our own located on the second floor, this has been a significant issue, compounded by the inconvenience of frequent maintenance visits. We are extremely dissatisfied with the quality and performance of the ***** 2-ton unit, particularly due to the ongoing air handler failures and the constant need for repairs. Numerous technicians have attempted various fixes, but the issues persist. The technicians have been diligent and knowledgeable in their profession. We appreciate their care and concern in explaining potential problems but have admitted they are stumped in the issues with the unit. Considering the extreme inconveniences, continued failures as of 8/29/2024, and substantial monetary investment in these systems less than three years ago, we request the unit be fully replaced at no additional cost. Given the frequency and severity of the maintenance problems and the inability to identify a singular problem, this unit would be considered a lemon if it were an automobile.

  

  Business response

  09/04/2024

  We've reached out to the client and came to an agreement to repair return ductwork on the upstairs system at no charge. 

  Customer response

  09/04/2024

  
  Complaint: ********
  I am rejecting this response because:
  
  The AC system failed again on August 27, marking the thirteenth time it required troubleshooting since its installation less than three years ago. On August 28, the technician ordered a TXV valve, expecting it to arrive by August 29. After calling Fayette multiple times on the 29th, customer service manager **** said the part hadn’t arrived but might later that evening. With an extreme heat advisory in effect, this delay was unacceptable. **** offered to bring window units to help, but despite several follow-up calls, he went home without delivering the units or providing an update on the part’s status.
  On August 30, after several more calls, we escalated the issue to a higher manager, Kayla. A technician was scheduled for the afternoon but called to inform us that we needed to pay $650 for the part, as the system was considered a new install and not covered under the 3-year warranty. Given the system's repeated failures, I questioned why we were expected to pay after already spending over $20K on the installation. The technician appointment was canceled, and they refused to reschedule until payment was made. After numerous calls, they offered a 7-year labor warranty for $899, which we reluctantly paid due to the heat and four days without air conditioning.
  When the valve was finally installed, the technician noted that an additional intake should have been installed initially, though this wasn’t the root cause of the other system failures. Essentially, they expect us to accept them covering the cost of something they should have done at the start. They have not acknowledged the loss of work hours, family disruption, frustration, or discomfort caused by their product. Throughout this entire ordeal, they’ve never issued an apology or taken responsibility for the workmanship and quality of the system they installed.

  

  Business response

  09/06/2024

  After further conversations with the client, we are refunding $899.00 paid for the 10 year labor warranty and honoring the warranty until 10/1/31. 

  Customer response

  09/09/2024

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Date of transaction: July 15, 2024. Called Fayette heating and air because our AC went out in our upstairs unit. A tech came out at approximately 8 pm. Said he needed to do more so arranged to come back on the morning of July 16. I took off work and the tech came back. He said we needed a new unit and set up a salesperson to come to our house on the afternoon of July 16. Salesperson, *****, who talked through options. He said the ******* 14 seer 2 ton unit was no longer being made due to a change in refrigerant being used. He said because of this they had a special for a ******* 17 seer at the same price. We agreed on that unit and I upgraded to a 2.5 ton. A friend was over to witness this transaction and another employee of Fayette heating and air, who is a friend, was on speaker phone and witnessed this conversation. The tech came to our house on Thursday, July 18 to install the new unit. My husband took off work to be at the house. Upon completion of the job, my husband called me to let me know it was taken care of. I asked my husband about the unit and it became apparent that they installed a ******* 14 seer without letting us know. Despite what was agreed upon at the time of sale. My husband contacted the salesperson. He offered a discount, but not the agreed upon unit. Additionally, the unit quit working within 5 hours. We called the company and they sent a worker Friday morning, July 19 which meant my husband had to take another day off work. The unit started working until Sunday, July 21 when it stopped again. We called the company again and they sent a worker on Monday morning, July 22. I called the company again to get clarification on the tech’s visit and requested to speak with someone in the complaints department. This will be the second time my information was left for someone to call me to field my complaint. No one has reached out.

  

  Business response

  07/23/2024

  We reached out to ****** ******** and came to a resolution. We are installing the mentioned ******* 17 seer system at the original price.  The client choose to go with the upgrade in lieu of the additional $1200.00 discount. 

  Customer response

  07/29/2024

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been members of Fayette Heating & Air's "Comfy Club" for years, now. They come out every six months to check on our system, usually try to sell us something new, and supposedly make sure that any issues with the system are caught before they can cause a major problem. Ten days ago we had a technician come out for our usual 6-month check-up, and apparently at the time of this visit he either did not catch a missing cap on the pipe or removed the cap to check the pipe and did not replace it, because a few days after his visit we noticed there was some water leaking in the hallway on the other side of the wall where the unit is located. This started as just some small water leakage that we couldn't determine where was coming from and then got much worse and we realized it was the AC unit. My wife got a tech back out today and they charged us a diagnosis fee and a fee to essentially slap tape over the spot where the cap should be. When we called to speak to a manager at Fayette Heating & Air because obviously this is an issue that was either caused by them (given the timing of the water damage) or should have been caught by them, though I'm not sure how the heck that cap would have gotten off there if not for them as we do not perform any maintenance on the unit ourselves. Their response, when asking why this wasn't caught and what they would do to make this right, was essentially that they would refund the diagnostic cost (a mere $79) and not the remainder nor would they make it right for us as our front hall now has water damage and warped floor boards. We will be leaving the comfy club, and also reaching out to our insurance carrier and our attorney regarding the matter of the destroyed foyer flooring, unless the business will agree to pay for the damage sustained for their carelessness. Otherwise, I want a refund for all my "comfy club" membership fees as they were not keeping up their end of the agreement by properly maintaining our unit.

  

  Business response

  06/27/2024

  We reached out to the client and have come to a resolution. We will be making repairs to their flooring, the client was satisfied with this resolution. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Call Fayette heating and air about no air coming out vents told,them before they come that the flex pipe was bad had leaks from one end to other to have tech bring new one .But when tech came to ck it they didn't have him bring new one on truck.,he agree that the flex pipe was bad and need hole new flex pipe he would come back and replace it next day .next day Fayette heating and air call and said they would send a different tech to replace the flex pipe. When tech came he had the wrong size pipe so instead off replacing the whole pipe he cut part off old flex pipe off leaving the remaining bad flex pipe on unit and house.not replacing the whole flex like I was told from the first tech that all flex pipe was bad and was going to be change. I don't know why they not doing good quality work like they use to do.

  

  Business response

  06/24/2024

  We reached out to the client for resolution and found it. We returned today 6/24/24and completed the work to the clients satisfaction. This has been resolved.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All problems with my HVAC were created by the technicians. The installation manager is a grifter because all the issues I’ve had was caused by the installation and technician sent to repair told me why they had to do the service was because the installers are incompetent.

  

  Business response

  06/19/2024

  Our GM and myself spoke to *** ***** on 6/19/24 at 11:50am in an attempt to resolve his issues. *** ***** who has a record of using offensive language with our employees, continued with offensive remarks to us while we were trying to reach a resolution. When repeatedly asked what we could do to remedy the situation, he mentioned refunding him $400.00 for his Comfy Club plan, he then made it clear that the refund would not satisfy him and there was nothing we could do for him. We have a recording of the conversation for our records. *** ***** has made it clear he no longer wishes to do business with us, he has fully operational equipment and it felt as if he wanted to vent and cuss more than reach any resolutions.     

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Fayette Heating and Air quoted an HVAC installation for a new system, approximately $8,500 to offer a competitive match to another business. As part of their bid, they included one-year membership in what they refer to as "comfy club," with the option to continue membership to extend the warranty on their system. This "comfy club" is essentially a maintenance membership that includes regular inspection and maintenance, as well as discounts on potential repairs outside the scope of warranty. This maintenance package that was marketed to us was a big factor in deciding to work with Fayette Heating and Air for the purchase and installation of the system. About one month has passed, and they just called to inform us that due to referral by **** *****, they are unable to honor the maintenance package that was promised upon purchase. I would like them to honor the terms of our initial agreement. Upon probing the representative, it was clear that the company was informing "everyone" who was affected, but when pressed for more information, the representative said they were not permitted to share that information. When I speculated that secrecy was to limit liability for a class action, the representative promptly ended the call. I have no desire to enter litigation. I only want Fayette Heating and Air to honor their inspections that were promised. If contracts with **** ***** preclude formal membership in "comfy club," then providing a store credit towards inspections valued at 100% of the service call rate seems like an appropriate restitution.

  

  Business response

  06/12/2024

  *** ****** was contacted about removing the Comfy Club membership from his account due to our contractual obligations with **** *****. We offered to purchase a **** ***** HVAC membership for him to replace it and put a free plumbing and electrical inspection on his account to be used this year. He accepted this offer and is happy going forward. This has been resolved.

  Customer response

  06/14/2024

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Fayette Heating and Air to look at my AC unit that was 3 years old and installed by their team and was making some noises. I asked how much it would cost to have a technician come out and replace it and was told they could not provide the cost of how much it would be to replace it but that it would be a competitive rate. The charge for the technician to come out was $110. When the technician arrived they verified the capacitor would need to be replaced. They stated the $20 part would be covered under the parts warranty, however, the labor would be $375 on top of the $110. I was told the labor would take 15 minutes of time to install. The labor cost of $375 for 15 minutes is not only not competitive but 400% higher of labor cost from 2 other HVACC (BBB accredited) companies in Lexington that I got after. I believe this company to not only be immoral but criminal in its direct attempt to not disclose the labor fee until after paying the $110 fee to come out. While I understand different companies will have different rates, they should not be allowed to charge a fee to come out for a quote/diagnosis only to give you an astronomically absurd labor rate of $375 for 15 minutes. The company should have an obligation to disclose this prior to paying the $110 fee for coming out. I am disputing my bill of $110 as it was intentional to mislead and hide this information. If I started a roofing business, and charged $110 to come out and inspect and diagnose a roof then said the roof would be $250,000 to fix/replace I would hope the BBB would become involved as I would be given unreasonable high quotes and basically making money on diagnosing and then scamming the customer. Please contact me if you need any proof as I have video of the entire conversation of the time in labor it would take from the technician.

  

  Business response

  02/19/2024

  ****

  Do you have a invoice number or job number from when we came to do the diagnostic? I cannot find your address or contact information in our system that was provided to BBB. I would like to review the job so I can better understand and help get a resolution. Thank you.

  Customer response

  02/20/2024

  
  Complaint: ********
  
  The address is *** ****** ******* ***** ********* ** ****** If I call your company and ask what my balance is they say $110, so they are able to locate it.

  Also, I paid another company to look at my unit, they said everything is in the range it should be and nothing is showing it needs to be replaced. They said they measured the capacitor and it was in no way measuring outside of the recommended manufacture range. I can get their invoice and see if  they can print off the spec details they found, if you want it. While I understand it could vary, I was surprised when they told me this is not uncommon for them to report drastically different results than your specific company.

  If you need me to contact your company and request an invoice (that I have not yet seen, but know I have a balance, please let me know). 

  
  Sincerely,
  
  *** ***

  

  Business response

  02/26/2024

  ****

  I have located your job and listened to the booking call. The customer service agent explained that there was a $99 diagnostic fee plus a $10 fuel charge before the job was booked. They offered to reduce the diagnostic fee to $69 with a club membership which was declined. We provided upfront pricing and options to you after the diagnosis because we want the customer to have the ability to move forward with repair or decline. 

  Customer response

  02/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  To say you have transparent pricing is not only laughable but a lie. Your company baits customers in with transparent fee that are made aware of, then provide astronomical high repair fees such as $375 (for what your technician said would be 15 min of work). Also, another company came and looked at the unit and I believe at this point your technician was lying about their findings as the company who recently checked the capacitor said it was well within the normal range. If you call your company they refuse to provide quote to change a capacitor because of policy. The policy by nature is non transparent because that is a scam. $375 for 15 min of labor is absurd. How about you send someone out to take the read in front of me and if it registers outside of the normal range I will pay for both $110 charges? But if it does not I pay nothing. My bets are you not willing to do that because supporting this scam is what you get paid to do.

  
  Sincerely,
  
  *** ***

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  02/15/2024

  This is a HVAC system that we installed for free as a partnership with **** ***** and ******** ** *******. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged $493 for 10 minutes of work… did not explain would be a quick job, just said here’s the price. Thought it was going to take a couple hours. Made us sign and pay before the job was rendered. From walking in my house to out the door, it was 21 minutes. This is completely wrong and unethical.

  

  Business response

  02/09/2024

  We understand that pricing is an important consideration for our customers, and we strive to offer competitive rates while maintaining the quality of our products/services. Our pricing reflects the value we provide, including the skills and experience of our technicians on how to provide solutions to the issues for our customers. In this case the skill and experience helped the technician solve the issue in a quick manner though dealing with an important piece of a house in the main drain. Lesser skilled technician could have spent two hours and came up with the same result at the same price, however wasting more of the customers time. In order to build back trust in the value we provide I would like to offer you a refund of $90 and a free year membership. $90 represents the savings that would have been provided if signed up with our comfy club membership. Thank you again for your feedback, and we hope to have the opportunity to serve you better in the future.

  Customer response

  02/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I cannot get a return phone call from *** ******, general manager, and I do not want another year in the comfy club. This has only cost us money and headache, not saved us. If you want to adjust the bill by $250, making the total $243 (this is a “meet in the middle” amount), I will accept that and leave the matter alone. 
  Sincerely,
  
  ****** ******

  

  Business response

  02/19/2024

  A $250 refund will be processed. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I do NOT recommend Fayette Heating & Air! I am posting an update to Feb. 2022. This winter had been worse! Not only am I trying to warn my people, but I also need an Attorney who specializes in companies who do not stand behind the product they are selling at top dollar, someone who specialize in businesses who take advance of people like this company has done to me. Please let me know if you can recommend anyone. I hired FH&A to installed an ***** 3 Ton 16 SEER 2 Stage Heat Pump with Variable Speed Air Handler System in Dec. 2021 and they did not finished until April 8, 2022! They installed a new ***** heat pump system, 3 ton, single-stage 16 SEER heat pump, EEM electric air handler w/ heat kit, new Wi-Fi digital thermostat (w/o emergency heat), removal, and disposal of existing system (which had already been removed several years prior), permits and inspections, cleanup after installation (duct work removal that I paid $800 over the system price), FHAC Comfort Guarantee, 10 year manufacturer warranty on parts, Lifetime Unit Replacement Guarantee on Compressor, equipment labor warranty extended up to 10 years as long client maintains XL Club Membership (which **** agreed to wave for 2022 & 2023, due to going 16 days waiting on them while my electric bill ramped up to $619 for Jan.-Feb. in 2022, followed by me shutting it off for even longer and going without any H&A, but I never missed an inspection or a cleaning). All I want is HEAT, it’s all I have wanted since the very first month after this extremely expensive system was installed. I need a contact as high up as I can go with *******/ *****, so they can know how poorly FH&A is representing their product! In 2022. The very FIRST MONTH after FH&A installed every bit of this $17,750 system, the HEAT did not work. It circulated air. I kept telling ******, *****, then the HVAC Manager, **** that my house was cold. That the vents were not putting out heat. It’s been excuse after excuse, and when they did replace a sensor and it didn’t hold, they made me wait in zero temperatures week after week after week before they came back to fix it. It’s like they purposely run out the clock on the season! In Dec. 2022, immediately after the system had been installed, I had one room where the temperature would not get above 55 degrees. The designer had only designed one vent in this large room with a bathroom. So since it was too cold to even use, management thought adding another vent would fix the heating problem. Immediately after it had been added, I got back with them and told them it’s much better in that room, but still is only getting to 65 degree and that the rest of my house is still cold. They did nothing to address that. The air coming out of the vent was only circulating the heat from my box heaters. There was still no heat coming out of the vents. By then it was mid-April, and they ran out the seasonal clock leaving me with the heat not working. Last winter in 2022-2023, as soon as the outside temperature dipped below 40 degrees, I reach out for help. The second time they got around to repairing it, it was zero degrees outside. I had called on the phone and a couple people told me to just turn on the emergency heat. I told them I couldn’t find that on the thermostat, after time on the phone, they told me my thermostat didn’t have that setting. So, they sent out ***** who opened the unit up, turned on the emergency heat that I could have never gotten too and said quote... “at least this way you will have heat”. ... but then he never came back to actually fix the problem. It was horribly uncomforting having the emergency heat cycle cold air, then hot air, then stop, then cold, then hot, ... all day & night. It was like hot flashes, cold, hot, cold, hot. I called them again, I sent emails, but again, they did nothing. I sat at my desk and documented how it was cycling, making notes every 15 minutes over several hours at a time, over a couple days. I sent this spreadsheet to ***** along with pictures of what the thermostat read compared to what many thermometers were reading in different areas of the house. Then Spring came, I was slammed and didn’t keep calling until this past Fall, when I turned the thermostat to heat and again it was miserable and at night the outside unit sounded wrong. They sent **** on Nov. 28, 2023 where he found, and I quote from the invoice “Found that air handler control board does not bring on electric heaters. Electric heaters will come on when connected to cool cloud. Believe that control board is bad. Sent to purchasing.” Probably since Day One! Then **** was told to call me and let me know it would be $1000 for them to come out & fix it. I broke down crying, explained to him that I had a 10 year warranty. He said on parts, but this was for the labor. I asked that he go back and talk with management. He called back and said they could do it for $470 something... I told him that can’t be right, I have NEVER HAD HEAT since I got this system, not for more than a couple days at a time and this should be covered under the warranty that came with this system. Then I get this email from ****.... HVAC From: **** ***** ************************* Sent: Thursday, December 7, 2023 4:06 PM Cc: **** ****** ************************** Good afternoon, *****. I’ve seen all of your emails that you’ve sent into us. I’m going to agree to replace the circuit board in your air handler for free. With that being said, I believe that we have gone above and beyond for you and your system. Weve made numerous trips that weren’t covered under warranty and didn’t charge for the service. Once we complete the repair of the circuit board and make sure that your system is operating correctly. We are going to part ways. The parts only warranty that your system has can be serviced by any heating and air company. I feel this is the best option for both of us moving forward. We will get this scheduled and get the board installed. We will make sure that the system is operating as it should before we leave. Following that, several weeks went by AGAIN! So, I called again and was told that the part that was order for my system had been sent back and now they were waiting on that part to be reordered. Me, with NO HEAT. From: **** ***** ************************* Sent: Tuesday, December 12, 2023 8:59 AM *****, we did have the part. But we sent it back when you refused to pay for it. I’ve reordered the board. I’m awaiting the ETA on it now. As I said in my previous email. I will approve to do it for free this last time. When you purchased your system, it came with a 10yr PARTS warranty only. You had a labor warranty for the first year only. Any HVAC company will honor your warranty. It’s with the system, not with us. In my opinion we have gone above and beyond with the free repairs and cleanings we’ve done on your system. Once we replace the board and make sure the system is operating correctly, I will consider our business to be completed together. Thank you, **** ***** Service Manager Fayette Heating & Air ************************* ************ - Cell ************ – Office **** came to my home on the 19th ... “Dec. 19 Replaced warranty control board. Connected via Bluetooth and configured board to air handler. Went through and set all parameters in system and device settings. Tested each function to ensure electric heat and heat pump were as they should.” TWO WEEKS LATER, Jan. 2, 2024, MY HEAT STOPPED WORKING AGAIN!!! At least this time I got to see what it felt like to have 14 days of heat. It purred like a kitten, the outside unit sounded quieter, stable, consistent. And now, once again, I do not have the heat that I paid for when I purchased this all NEW System. I haven’t asked for anything other than for FH&A to make this system put out HEAT! Now I must go to some other company while FH&A has been paid richly for something they did not provide, and they have my history. Another company will not have the information regarding what was done so they can trouble shoot it without possibly going through the same mistakes. I’m working on an extensive timeline in between all the other things I am needing to do. This is causing me a 3rd winter of a hardship. I need an attorney in case any of you all know someone and I really would like *******/***** to know what FH&A does to its customers. I literally do not know what to do! ***** Pertinent points…from previous letters to FH&A in an agonizing effort to illustrate just one of the many mistakes made by FH&A which cost me a lot in unnecessary expenses…. “I got my electric bill for January (2022), and it is much higher than any bill I have had over the last 7-8 years of using box heaters and window air conditioners: $426!! My electric bill is normally between $200 to $300 at the very most, and I’ve stayed warm, just could not feel safe about leaving the box heaters on when I left the house.” “In February, my electric bill was $619!!! Over a $1000 for 2 month and a room in my house that is literally still COLD. I was afraid to turn the system off because I didn’t know if it would start up and if it didn’t start up, I have already been sternly told, they are not going to help. On March 3, after I got the $619 bill, I went to the thermostat and shut it off! (March 3, forced to turn OFF furnace.) I have gone back to box heaters!” “March 21st (2022), “Fayette H&A finally comes here, and you discover your sensors were not working properly after I had received 2 electric bills for over $1000! …and instead of coming back here and doing what was right, doing what should have been done from the very beginning,” ….(additional facts that can be inserted, if need….)

  

  Business response

  01/30/2024

  Equipment install completed on 11/29/21. Client purchased 1 year labor warranty and 10 years part warranty. Client was extended a second year warranty to 11/29/23 ****** per management as a sign of good faith.
  3/21/22 Install manager walked job for complaint of not heating properly. Found cool cloud settings needed adjusted, proper air temp coming out vents, room in question was previously a car port & converted into living space. Insulation value of the room was called into question. 4/8/22 QA tech made duct modifications to room in question & added another supply air vent. 4/25/22 First use of AC system, unit faulted on drain due to trap never having water in it. Primed trap confirmed operation.10/4/22 Annual maintenance visit system inspection, no issues found. 12/27/22 Not maintaining temperature, QA tech again adjusted cool cloud setting to make for more aggressive heating pattern. Cycled system and confirmed more aggressive operation. 6/5/23 Annual maintenance visit system inspection, no issues found. 7/2/23 Client claimed drain was clogged and she cleared p-trap. Tech ran nitrogen through the drain line, & found coil dirty. Tech instructed not to charge for work even though this would normally be billable as maintenance work not covered under warranty. 11/7/23 Cleaned coil and replaced return grille. More billable work that is not covered under warranty, that client was not charged for again.12/4/23 Manufacture part failure, control board. 12/19/23 Control board replaced and operation confirmed. Work was outside the second year labor warranty that was extended to the client at no charge and should rightfully been billable, but again the client was not charged. Client upset that labor was not covered under warranty even though extended labor warranty was not purchased. After completing part warranty job at no cost client was informed that this will end our client business relationship. 10 year part warranty can be covered by any other company.

  
  

  Customer response

  02/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  After re-reading the letters, seeing the documentation (not all is being sent) & emails begging FH&A to make this new heat & air system work correctly, for literally 3 winters, since it was installed in 2021, …reliving how unprofessional, incompetent, uncaring this company has been, knowing how many weeks they left me in the cold, taking their time getting back to me & back to repairing this premium priced system that they built…..

  I would like $10,000 to walk away. Keep in mind, walking away isn’t really walking away for me. I will still need to invest the time into finding someone to make this faulty system work properly, which is valuable time that I should be spending on my very reputable companies.   The BS that the management of FH&A has put me through has be extremely stressful, many many sleepless nights, the struggle with this company to try to get them to just do ‘right’ has been inexcusable and exhausting. They have destroyed any trust that I have in them to ever repair this mess of a system.  Not counting, the weeks left in the cold, even temperatures in the teens and below, the expense of having to purchase more space heaters to even have heat,  the fear I have had every time I have left my home for all the cats & Maine Coon kittens has had me absolutely terrified that my house could catch fire while I was gone. The fear of fire from space heaters while am sleeping….this has been an incredibly stressful experience!

  For what this company has put me through since the very first winter, since this system was installed, I do not think I am being unreasonable requesting this settlement. If it is not acceptable, I would like to go the next step and for much more due to time involved and pain & suffering they have caused already and will continue to cause.

  Thank you so much for your time & any help you can provide.

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

  

  Business response

  02/09/2024

  Client purchased 1 year labor warranty and 10 years part warranty. Client upset that labor was not covered under warranty even though extended labor warranty was not purchased. 10 year part warranty can be covered by any other company.

  Customer response

  02/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  Again!...**** waved the subscription payments because of the over $600 in one month (over $1300 from Dec. to March 21) in electricity with the furnace not working correctly, as well as, while they made me  wait 18 days in the cold of the winter for them to come fix the heat!....  which they did not fix!  ….

  but I NEVER missed a cleaning  / maintenance appointment.

   

  I have already sent the actual emails between me & **** where he agreed to wave the subscription for 2022 & again in 2023 and the emails where they came and supposedly cleaned the furnace inside the house.

  They cleaned it but each person they sent was not a technician that could  FIX  IT!... they were just someone to do cleaning.   Even one of the technician who came after one of the cleanings said the person who cleaned it should have done a better job!!

   

  Please see attached!!

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

  Customer response

  02/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  Again!...**** waved the subscription payments because of the over $600 in one month (over $1300 from Dec. to March 21) in electricity with the furnace not working correctly, as well as, while they made me  wait 18 days in the cold of the winter for them to come fix the heat!....  which they did not fix!  ….

  but I NEVER missed a cleaning  / maintenance appointment.

   

  I have already sent the actual emails between me & **** where he agreed to wave the subscription for 2022 & again in 2023 and the emails where they came and supposedly cleaned the furnace inside the house.

  They cleaned it but each person they sent was not a technician that could  FIX  IT!... they were just someone to do cleaning.   Even one of the technician who came after one of the cleanings said the person who cleaned it should have done a better job!!

   

  Please see attached!!

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

  

  Business response

  02/15/2024

  Any issues with the manufactured parts or equipment can be covered by any other company through the 10 year part warranty. 

  Customer response

  02/26/2024

  
  Complaint: ********
  

  Customer provided final rejection letter to BBB (see attached)

  

  Business response

  02/26/2024

  Customer never purchased XL membership, which gives the labor warranty to match the equipment warranty.

  Customer response

  02/27/2024

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

*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. ↩