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Complaint Details
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Initial Complaint
09/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We bought our home as a new construction in November 2021. Since moving in, we have had ongoing, consistent issues with our **** system that have significantly devalued our property, caused our energy bills to be outrageously expensive, resulted in no heat during some of the coldest winter months, and resulted in no A/C during the hottest summer months. Northern Comfort has serviced our **** upwards of 15 times, each time finding a new issue. We have no confidence that we don't have leaks and that our **** system is working efficiently. We believe that we have paid an unreasonable amount of money for new units that have had issues and weren't installed correctly from the beginning. We would like a full assessment of the **** system (including but not limited to a nitrogen check to test for leaks in the ceiling and walls) and then we would like Northern Comfort to completely fix all issues found. We would also like an independent party to inspect the work and be compensated by Northern Comfort. We also feel that significant damage has been done to our property in the process of fixing issues, to the point that our property has lost significant value. We would like to have an inspector inform us of the monetary loss involved in Northern Comfort's visits.
Business response
10/12/2022
We have never been contacted by *********************** whatsoever we have been contacted by the general contractor from the building who hired us to install the **** equipment. We have responded to this unit as well as two other units in the building and we've always been contacted by the contractor with the exception of two occasions. We have addressed the issues that the building when we are able to gain access. We've made several appointments with the contractor who never notified the unit owners or tenants of us coming so we've gone and were unable to access some of the units that were having problems. When the building was being convereted and we were hired to install the **** and unfortunatly the general contractor sheet rocked over the units before we had a chance to test them even though we told him that was part of our procedure. That being said we have come to the property with the manufacture's representative helping us to trouble shoot the issue and it was determined that the fittings in the wall were faulty through the manufacturer so in turn we have rectified that issue with the general contractor and the people who live in the building. As for whatever monetary loss the complaitent is asking for she should probably reach out to her general contractor because she has never hired us and we feel we have been more than fair going back and forth to the property when notiified there was an issue. We can't be resposnsible for the actions of the contractor. We ourselves have sustained great monetary loss having to send technians to the property only to find out that the contractor hadn't informed the owner/tenant that we were coming along with time and materials to rectify the issues. These units were installed almost two years ago and we offer a full One year warranty for labor, yet we have choosen to continue to go out and fix the issues and stand behind our work even though the warranty is up at no additional charge to any of the unit owners/tenants or contractor.
Tell us why here...
Initial Complaint
11/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Service tech said my air filter needed to be replaced so he ordered and came back to replace. I paid **** ($277) when work was completed and I asked about warranty coverage which he noted on invoice copy. Subsequent calls and emails were unresolved so I opened up ticket with Bosch boiler. Bosch said service and labor was covered under warranty so I passed information to Northern Comfort. Work was completed in October and Bosch informed me that no one has filed a claim for warranty work.Business response
12/01/2021
Re: Complaint #********
We replaced an air vent on 10-19-21 for our customer not an air Filter, after work was completed customer made reference that his part may be under warranty. The technician returned the paperwork with a check for the service and the part and we heard from the customer a week later asking if the part was under warranty. We installed his system in February of 2017 and we told him that we needed to check to see if the part was in fact under warranty. Being the start of heating season the calls and service get extremely busy and when the customer reached out to me on ******* I assured him that we hadn't forgot about him but that we were ******* trying to get everyone who didn't have heat the heat they needed and if he could be patient with me I would be happy to check with the distributor as to whether the part was in fact under warranty and that I hadn't forgotten about him. As of now we haven't heard back from distributor due to the season and also the short handed distributors that we are dealing with, we were also informed the warranty was only valid if the customer maintained his product per there warranty stipulations which according to our records there were two years of lack of preventatative maintenance on his system but as a courtesy to the customer we have no problem sending him a full refund and we will deal with the distributor directly on the issue. It is not our practice to avoid customer's and we feel we have contacted him throughout the month with updates but it seems not to his satisfaction and for that reason we are fully reimbursment and we will deal with the distributor directly.
Customer response
12/01/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Bosch boiler technical support responded to my warranty question in three days and not over two months. I regret having to file a formal complaint but my thanks to BBB.
Regards,
***********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.