ComplaintsforFayette Heating & Air

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2023, **** ******* with Fayette came to our business to conduct a site review of the premises in order to quote for a HVAC system. Based on his recommendation, we went ahead and paid for 3 indoor heads and 1 outdoor unit, trusting that it would meet our needs. We were advised the system would provide adequate heating an cooling for our downstairs office and living space and upstairs kitchen and bedroom. The system was installed in September and became immediately problematic. From day one, it has has not functioned correctly. We created multiple service calls for which the issues failed to be resolved and resulted in the outdoor unit exploding, leaving us without heat or a/c for over a week and no communication from Fayette. The install engineer believed that the line sets were made too long which would create too much pressure. 3 Line sets with 2 being over 50 feet each is too much for one outdoor unit. Not to mention that it is impossible to keep the upstairs kitchen cool when cooking while maintaining a regular temperature downstairs. It was never explained prior to installation that we not be able to run the upstairs air independently and we believe this is a concern that should most definitely have been identified and addressed by the Sales Manager (****) during his site visit. After the outdoor unit exploded we were advised by the engineer that we would be receiving a replacement as well as a secondary unit for the upstairs head. However, on the day of installation this resolution was revoked and we have been advised that to have that second unit installed we are required to pay an additional $600. I have been making almost daily calls to Fayette up until this point. **** has refused to speak to us and the overall customer service we have received has been beyond disgraceful. We were promised a fully functioning and adequate system and that has not been provided. The upstairs unit still fails to stay cold and makes strange noises.

  

  Business response

  12/20/2023

  After speaking with multiple reps and engineers with **********, the client’s expectations of a mini split are not possible. The client wants for the downstairs to heat while the upstairs cools, and a mini split system isn’t capable of that. A mini split cannot heat and cool at the same time. As a resolution we have offered to put in a free second unit in the upstairs, but it requires a new electrical run ($600) for the new outdoor unit, however this was refused.
  Another resolution offered was to remove the system and refund the money as part as our satisfaction guaranteed but this was refused as well. We have been out there six times since installation to do everything in our power along with the manufacturer to make the units run as productive as possible. The feedback is that the mini split is working as intended. 

  Customer response

  12/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  We paid over $12,300 for this system which was sold to us as adequate for our needs. Our needs were clearly outlined during the site visit and had it been explained that we would not be able to operate the system as required we would not have agreed to purchase the installed equipment, but rather found a system or set up more suitable.  
  

  It has been mentioned that the $600 is to cover the cost of the electrician to revisit. Having already paid this fee for this poor installation and this being no fault of our own that is does not operate as promised, this cost should be covered by Fayette alone.  It should also be mentioned that we have paid to repair the wall damaged by the electrician during the original installation. This being a cost that was not mentioned during the site visit by the Sales Manager. 
  

  We were clearly mis sold a system that can not possibly accommodate our needs, and which was subsequently installed upon poor design, resulting in the constant issues that continue to this day. Simply changing the heads does not alleviate the stress on the one outdoor unit or reduce the unexceptionally long line to the upstairs unit, which continues to lose function and make obscure noises. Both of which are matters reported for service and which have not been resolved in any of the 6 referred to service call visits. 
  

  We require the additional outdoor unit to be installed at no extra cost in order for Fayette to make good on their original sales agreement. 

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

  

  Business response

  01/04/2024

  Per our satisfaction guarantee we will come to take out the equipment and give a full refund to the customer. 

  Customer response

  01/08/2024

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

  As previously stated, we require our installed system to be made adequate and to meet the specifications as promised. The system does not function correctly as the upstairs head still fails to remain cold and rattles. 
  

  Having had holes drilled into our masonry walls to accommodate the system install we are not prepared to have it removed and be left with the further expense of repair. The outdoor unit was poorly situated and as such any replacement unit would not be located to reoccupy those holes.  
  

  We request the original resolution promised by the engineer to be adhered to. That being an additional outdoor unit to reduce the line to the upstairs head to be installed at not additional cost.  
  
  Sincerely,
  
  ******* *******

  

  Business response

  01/09/2024

  We did install a system designed to the needs based on factory specifications. For the model ********** the maximum allowed line set is 230 feet, with a rise of 49 feet. The system is functioning as designed. They do not make a residential mini split system that does heating in part of the building while cooling the other. 

  Customer response

  01/10/2024

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

  Thank you for the clarification, however that is something that should have been pointed out by the Sales Manager, ****, during his site visit. It does not provide any assistance to the situation in which we have been placed and had this been explained, we would not have proceeded with this set up! 
  

  My remarks regarding the upstairs unit failing to remain cold and the irregular noises the head makes continue to be ignored. The system therefore does not function as designed! 

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

  Customer response

  01/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: Thank you for the clarification, however that is something that should have been pointed out by the Sales Manager, ****, during his site visit. It does not provide any assistance to the situation in which we have been placed and had this been explained, we would not have proceeded with this set up! 

  My remarks regarding the upstairs unit failing to remain cold and the irregular noises the head makes continue to be ignored. The system therefore does not function as designed! 

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

  

  Business response

  01/15/2024

  Per our satisfaction guarantee we will come to take out the equipment and give a full refund to the customer. 

  Customer response

  01/16/2024

  
  Complaint: ********
  
  I am rejecting this response because of all of the significant reasons previously stated in the course of this dispute.  We remain firm in our requirement for Fayette to fix the faults with our HVAC system which continue to be ignored at no additional cost. 
  
  Sincerely,
  
  ******* *******

  Customer response

  01/19/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  In reference to complaint ID .********, , I agree to participate in BBB Mediation on the condition that Fayette Heating and Air cover all costs for both parties. 

  Regards,

  ******* *******

  

  Business response

  01/23/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  In reference to complaint ID .********, my company is willing to participate in BBB Mediation.

  Thank you.

  Customer response

  04/15/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  In reference to complaint ID .********, , I agree to participate in BBB Mediation.

  Regards,

  ******* *******

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last year I purchased a $7500 HVAC from Fayette Heating and Air for the first floor living area. When the gentlemen finished the unit worked beautifully and my home of 18 years was warm. I was happy. I decided to replace my thermostat in the upstairs living area with a thermostat that was just like the new one they installed with the new system. They sent out a young man who installed the thermostat upstairs with directions from someone he was talking to over the phone. For some reason this young man felt the need to tamper with my new system that was working perfectly. He made the statement, "I put my magic touch on both of them!" When he left, my house was cold. I called FH&A and they had the same guy return. He essentially told me that the new thermostat was more accurate than my old one and to just turn it up higher to get heat. The system only blows cold air upstairs now and the downstairs gets a little warm but barely. I am having to use space heaters to warm my home. When I turn the thermostat up to 80 it stays at 75 and blows cold air. I am freezing!! I would like this repaired.

  

  Business response

  11/28/2023

  Scheduled a visit Friday with the customer to resolve any issues with the system and get it corrected. 

  Customer response

  12/01/2023

  
  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

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Invoice *******. Service 10/20/23; Just needed a system check up. I also asked if they would reattach a flexible duct to a register left off by a plumber. I was charged $560.95 (Original invoice was $671 but got "discount" if I joined service plan at $12.95 per month) when other companies charge on average $50 to $80.00 (per ***** and ******) ; I asked the tech what did he charge to reattach the duct to a pipe? He showed me his I-pad that showed $310.00. Other companies told me they would have re-attached it free while checking system (*****). I called the company on 10/23/23 four times with no return call. I reached customer service on 10/24 to discuss. I complained about the amount and what I was charged. He only just read the what was on the invoice robotically without answering my questions about the amount and what they charged to to reattach the duct. After the 3rd time repeating what was on the invoice I asked "I guess you're not going to address my concerns and I'm wasting my time right?" He said "have a nice day" and hung up. Knowing that I was not happy with their service this statement was more of contempt not courtesy even though the conversation was cordial. I was overcharged about 6 times the normal service run. I also believe they employ bait and switch tactics. I want a refund of at least $310 plus I don't want to pay $12.95 per month. I really don't want these people on my property ever again.

  

  Business response

  11/07/2023

  $12.95 per month service plan has now been cancelled. 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 and technical skill for home solutions. During the HVAC system check service technician reconnected supply run. Checked and verified airflow and no air leaks. Checked and verified all electrical components and connections were secure. Checked all electrical readings. Found gas pressure running high and burner components very corroded. Cleaned burner assembly and flame sensor, and adjusted gas pressures. Advised that if gas pressures are ever off again, his would mean that the gas valve is not regulating as it should. Discussed and signed client up for comfy club, and bundled all repairs together. Advised that the outdoor capacitor is very weak, and the condensate pump in he crawlspace is no longer working. Client wishes to wait until the spring to address these issues. System is operating properly, and no further recommendations at this time.

  Customer response

  11/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: I will accept that they will not charge me $12.95/month.  I still believe I was overcharged by over $400.00 at a minimum.  Their response outlining the services they performed are normal system checks.  These are services all HVAC companies provide when they do routine system checks and they charge on average $120 to $150 not over $600.00.  It only took a few minutes to reattach a flexible duct and they charged over $300.00.  
  
  Sincerely,
  
  **** ********

  

  Business response

  11/09/2023

  We performed a system check found an issue with the unit then made a repair which is stated in the description of work and in the tasks that were charged. On a routine system check there are no cleaning of the burner assembly, flame sensor, and adjusting the gas pressures. There was no charge for reattaching the flexible duct. 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have two new HVAC systems that were installed by this company within the last year. Our downstairs system was installed in November 2022. We realized in March 2023 that it was not cooling well. Since then we have had 13 technician visits that have included replacing broken major parts on a brand new system. We’ve been told twice that we would have a manager come to our house. That has never happened. The last technician visit was a few weeks ago and we were told the next step was to have a representative from the manufacturer (Goodman) check out the system. We’ve heard nothing since. We’ve left three messages for managers that have not been returned. After a few more attempts I finally talked with the office manager. I had talked to this man before, probably four weeks prior to this conversation, but he told me he had no idea our issue had escalated to this point. How is that even possible? Thirteen technician visits on a brand new system and no one knows there’s a major problem? This problem was identified in March and we have been living with inadequate AC for four months and the humidity in our house is so high that our food is going stale.

  

  Business response

  08/18/2023

  Manufacturer is visiting the customer on August 24th at 9am to evaluate the equipment. They will advise on the next steps afterwards. 

  Customer response

  08/24/2023

   
  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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was charged for a duct cleaning on 1/23/23 that took place on 1/24/23 for the amount of $892. When I arrived home the evening of 1/24/23 to inspect the job they had done I was left with an incomplete cleaning, one of the return vents was not touched, along damage to my property and debris to clean up. The damage included chipped counter top in the upstairs full bath, damaged wood trim around the attic access door, and bent air vents with dust and debris from drywall around the vents. I placed several calls and spoke to a receptionist about my complaints and wishing to cancel the club membership. I never received any communication back until I filed a charge back with my credit card company. After that I received calls from **** with the company. Not once was I ever offered an apology and when I expressed that I felt like I've been scammed and lost trust with them, he just stated the company is reputable. **** requested pictures of my claims of and he stated he would have a contractor contact me. I sent what was requested and again no one from the company ever called and my chargeback went undisputed. On 6/26 I received a text from *** with the company saying it was ***e to schedule my club visit. I replied with my my membership should have been canceled months ago. The reply back was I believe you are correct and will double check its canceled. When reviewing my credit card statement in July I had been charged monthly for the club membership. I called again on July 27th to cancel it and request reimbursement for this and previous months. **** told me I never expressed that I wanted it canceled therefore I would not be reimbursed and I had an outstanding balance of $900+ for the duct cleaning. I asked to speak to someone above him. He said he would email his supervisor **** and would be contacted. **** has yet to contact me and **** refused to be of more help. I still have yet to hear back from the company. There are many more details unable to be included.

  

  Business response

  08/01/2023

  Worked with the customer today to resolve our mistake. We are removing the balance on their account and refunding back the comfy club payments for 2023. Our contractor will also be scheduled to fix the chipped counter top and damaged wood trim. 

  Customer response

  08/07/2023

  
  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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I hired Fayette Heating and Air to perform some repairs on our heat pump systems in October of 2022. At the time of service, the technician told us the repairs weren't covered by the manufacturer's warranty, so we paid full price for the repairs. Later on, though we discovered that a parts warranty was in force during the time of service. When I contacted Fayette Heating and Air about this, they issued refunds in the amount of $25 each for two parts covered under the warranty ($50 total). I have been told by other HVAC companies that the parts cost more than that, though (in the range of $40-$60 each). When I asked Fayette Heating and Air about this, they refused to say how much the parts actually cost. They also refused to provide any documentation (price list, invoice, etc.) showing the value of the warranted parts. My concern is that the company may be crediting me (and other consumers) less than the actual value of the warranted parts and pocketing the difference. If the manufacturer provides a $50 part for warranty service, the entire $50 should go to me (as the owner of the warranty). Fayette Heating and Airshould not get to decide independently how much of the warranty value goes to me, and they should not be allowed to keep any of the reimbursement provided by the manufacturer for warranted parts.

  

  Business response

  02/14/2023

  We received no reimbursements for the warranty parts on this job from the manufacturer. Parts replaced were Capacitor, Dual Run, 35/5 MFD, 440 V, 50/60 Hz Round (product # ***********) $8.54 and Contactor, 24 V, 30 A, 1 Poles (product # *************) $7.72. We gave $25 each for both parts, which is both above their cost, as a sign of good faith to the customer for having a warranty issue through the manufacturer we provided. Any other questions or concerns please reach back out. 

• Initial Complaint

  09/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Saturday, 9/10, the pilot light went out on my water heater. I called Fayette Heating and Air to send a technician to check out the water heater. I’m a member of the company’s alleged “Comfy Club”, which promises priority and prompt serve regardless of weekends or holidays. I was told that they could not send a technician until Tuesday, 9/13. The company charges $12.95 per month, charged to a credit card, but the company does not provide prompt or priority service. The company should be forced to refund consumers the cost of the program or provide the service.

  

  Business response

  10/12/2022

  Apologize by the mistake on the original call. Call center agent should have booked the call correctly for 9/11 per the request of the customer. We do promise priority service to club members on weekends and holidays. Anything after hours requires emergency only, which a water heater not working qualifies as an emergency. We did get out there to fix the water heater at 2pm on Sunday 9/11 as originally requested so appreciate our dispatch team making sure that the original request was handled in a timely manner. Sorry again for the miscommunication and will continue to do whatever it takes to help our customers.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/6/22 I purchased a new HVAC system, including a new condensation pump, for $7,600. When I arrived home on the evening of 8/25, my AC was not working and the thermostat was reporting an error. A technician was sent out that night, and "fixed" the problem (the problem being an overflow of condensation in the pump, causing the float to trigger and shut off AC power). Before he left, he showed me a photo of the condensation pump, stated that it was too small for the system we have, and that he would have to speak to his manager. No follow up was made. Upon my arrival home the evening of 8/26, the AC was again off, producing the same message. A technician came today, and stated the issue was due to the condensation pump that was installed improperly. Earlier in the conversation I mentioned that the AC was having a difficult time keeping up with my desired temperature for about 2 months (an issue he agreed would be caused by the faulty pump) and noted that we began to notice a musty smell around the same time. I asked him to check for mold on the coil due to the smell. He came back with a photo of a patch of mold inside my duct by the coil, and stated the only way to resolve this issue was to purchase an air scrubber for $1447, or save 20% by signing up for a club membership for $12.95/month. I asked him why I would have to pay $1500 to resolve an issue (mold) caused by the build up of condensation in my ducts due to a bad pump they put in, in which he shrugged his shoulders and offered to spray a chemical on it that "probably wouldn't fix it because once the mold is in there it spreads". I called the company to speak to the manager and spoke with Alex, I explained the situation and stated that my child has very bad asthma, is very allergic to mold, and had an exacerbation just a week and a half ago, which I'm sure is in connection to this issue. Alex was very condescending and only resolution was to waive the $12.95/month fee for a year to qualify for the 20% off.

  

  Business response

  10/11/2022

  Reached out to the client to set up appointment yesterday to replace the lowboy condensation pump with a regular condensation pump. Install a Goodman UV light into the supply plenum. Disinfect the evaporator coil and supply plenum and make sure there's no organic growth on the coil or plenum. Also performed duct cleaning. Manager will reach out to client today to make sure everything is perfect and performing well. 

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  New A/C and HVAC system for purchased for $9,400, after specials and rebates, which was paid for an installed on 04/05/22. --- We were told by the sales consultant we would want the humidity level in our home to be at 35% and we need the higher-grade system sold by their company to make this happen. The humidity level in our home has never gotten below 40%. Additionally, we were told by a technician that we would not want our humidity level at the 35% quoted by the sales consultant. The humidity typically stays between 45%-55% - again, despite the high-grade A/C/HVAC system. --- Between 06/22/22 and 07/17/22 the system has shut down THREE times, resulting in a failure to cool our home. Technicians were sent on: - 06/22/22 - System Reset - 07/01/22 - Hard Start Kit Installed - 07/17/22 - System Reset (There was a service call submitted for a system failure on 06/18/22 - but it turned out this was related to an EcoBee thermostat error - not the system itself). --- A 'Hard Start Kit' was installed on 07/01/22. We have learned these are now installed as mandatory parts on this model A/C unit because they are often not working properly without them. --- 07/17/22, I spoke with a customer service call representative, ******. ****** attempted to get her office manager to speak with me (Name Unknown). I was told by ****** that she sent her a message, and she was currently on a call and the office manager would call me after she was finished. After three hours, I had still not received a call back from anyone.

  

  Business response

  08/12/2022

  Customer has been contacted by management. Offered resolution of $500 credit and an extended warranty to 5 years. 

  Customer response

  08/12/2022

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

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/15/22 the AC at my home went out. I contacted Fayette Heating and Air and they came out to look at my unit. She looked at the unit and said she it was looking like the compressor was bad. While looking in the attic she came back with a list of issues with the furnace and ducts as well. In the end she said specifically that we needed a new compressor which was going to be several thousand dollars. I don't remember specifically, but I think around $4,000. I asked what the cost difference would be between a compressor and a new unit. She said someone else would come out to quote that and recommended replacing the furnace and adding an air scrubber at the same time to save on labor costs. They came out Thursday 6/16/22 and quoted us $9,100 for everything. I wanted a second opinion so I contacted another local HVAC company and he came out on on Friday 6/17/22 and said there was no issue with the compressor. The capacitor was the issue and he had us repaired in less than an hour for $330. I called to complain and request my service fee back and was told they would not refund it because she came out. He read off her service notes and said she mentioned the capacitor in her notes and said maybe they were giving us a full repair when the other place might have been giving a temporary repair. If that was the case why wasn't I told that originally? I am not concerned about the furnace and duct issues. My issue is I paid $91.95 to have them come out and diagnose my AC problem. I was told directly that the compressor was bad and had to be replaced to fix my air. I was never told the capacitor could be replaced to fix the issue, but only as a partial repair. There were no options given on fixing the AC. We were told the only way to fix it was to replace the compressor. We sat in an 85 degree house for 2 more days. Had I know the capacitor would have at least fixed us temporarily I would have done that. That option was never presented to us.

  

  Business response

  08/11/2022

  Notes from job "Compressor not kicking on. Dual run capacitor is dead on compressor side. Replaced capacitor and compressor pulling max amps. Cooled down compressor. Liquid side is extremely high. Temperature drop is 5 degrees. System has a restriction in the metering device. Metering device will need to be replaced." Job has two estimates replace capacitor and *** or replace capacitor, *** and compressor. Technician built partial repair and full repair but should have communicated more clearly with the client their options. We will refund the client $91.95 for the miscommunication we caused on our end. 

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