ComplaintsforRoyal Plumbing Heating & Air Conditioning

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July I called them to let them know my upstairs bedrooms are not cooling down they said to stuff pillows in the swamp cooler air vent. Did that & called them that the upstairs bedrooms are still not cooling down. The tech man said to call him directly & not the company I called him he does not reply. I called the company they have not returned my phone calls I paid $16 grand for this system that is not working. I am going to have to dispute the charge on my credit card and they can come get their system. DO NOT. Use this company they said I would get rebates I have not received anything. Very unprofessional all the way around they said I have the most technically advanced system. It's NOT WORKING. So much money And all the stress related to this I am literally in tears DO NOT go with this company. They don't deserve anyone's business I'm so sad that these people are treating me this way

  

  Business response

  08/25/2023

  To whom it may concern

  Royal Plumbing, Heating and Air conditioner installed a Daikin Heat pump Air Conditioner with a 96% efficient furnace,  the customers previous system was a 80% furnace for heat only, and a Evaporative cooler for cooling.

  The way that a Evaporative cooler and Air Conditioner work are different.  The A/C system requires air to move throughout the house and cycle the hotter air through the furnace to cool the air to the requested temp on the thermostat.  The ******** residence has an existing Evaporative cooler duct that is allowing hot air to enter the house, which will stay in the high part of the house.  We requested that the customer place a Evap Duct plug in this to stop the hot air from entering the home.  

  During our visits to the customers home we were able to see that the temp that was on the thermostat was set to 70 degrees,  our thermal Gun showed that the temp in this room was at 70 degrees.  When we move to  the upstairs to inspect he were able to see that the air coming from the Evaporative duct without the plug install was 89 Degrees.  We again informed the customer that we would need to have this duct plugged.  Several of the rooms in the upstairs were closed,  as the return air is in the hallway the air from these room is not being allowed to flow properly,  We advised the customer that these door need to be open to allow for proper air flow.  During our follow-up inspection we asked the customer to allow us to see the insulation in the rooms above the top floor,  customer said that they knew that there was plenty and did not allow us to validate proper insulation to keep the heat out of the top level rooms.  We also closed several supply vents in the basement to push more air to the top levels and the basement.  The system is designed to modulate as needed to ensure a **************** based on thermostat demand.

  The customer should also be receiving  their rebate from *************************** The e-mail that was provided to us originally has been corrected to a new email that was recently provided by the customer.  We have tried on multiple occasions to reach out to the customer to see if there are any other adjustments that we can make to the system to help them get the full use of the new system.  The customer has not return our calls at the time of this response.

   

• Initial Complaint

  03/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ductless mini split system from Royal in the Fall of 2020. The system has had several issues since that time. The technicians have been to my house more than a dozen times trying to resolve the issues. Distributor reps have been out to help. The issues have still not been resolved. They did not install the proper sized unit in one room. They broke a unit in another room (which they replaced, but is the noisiest working unit in the whole system). They did not consult us properly when designing the unit which has lead to placement issues. They mislead us on the features of the units. They misled us on how experienced they were with these units (One technician asked if I wanted the concealed pump or the one mounted next to it on the wall, I said I wanted the concealed pump, he said he didnt know how to install it and would have to read the instructions, I suggested perhaps he could learn from ******** he thought that was a great ideathey have replaced that pump twice since then). They cross wired two bedrooms and for months blamed calibration as the issue. When I suggested they were perhaps crosswired, they said thats possible and guess what, its what happened. The 8 units in my house all operate at different noise levels, when I asked to have them inspected, the technician brought out a decibel meter brand new in the box (he didnt know how to operate it). He then explained to me that even though some of my units are whisper quiet, the others which are noisy and cause a headache are the typical units you get. In other words, I was lucky to have some quiet units! He said he would discuss with his boss and get back to me on how to resolve the noise issues (he measured the noise level it was higher than it was supposed to be). That was several months ago and I have not heard since. Even though he said he would not forget about me. I messaged the sales rep a week ago and also have not heard from him. Id list more if I had the space.

  

  Business response

  03/21/2022

  We have been out to the customers home multiple times and even had the product rep out on three occasions.  The product itself is working as it should and the noise level is normal.  We tested the unit in question and it is only a few decibels higher than the manufacturer's list for the unit.  The decibels are accurate within one to two decibels which may mean it isn't more than the manufacturers rating, but it could be we are one to two decibels over.  We have done everything in our power to make adjustments, and the manufacturers representative said they are operating normal and at normal sound levels. We have given the home owner all discounts available and tried in every way to correct any issues, but we are unable to make the unit any quieter.  We have called them back each time and even had the owner of the company out there. We feel that the home owner has unreasonable expectations and we will never be able to satisfy him.

  Customer response

  03/21/2022

   
  Complaint: 16917162
  
  I am rejecting this response because: Its not the truth. I have never met the owner of this business, unless he purposely did not disclose this information. I am glad that Royal can admit that several of the units are operating at a higher level than others. Although, since the tech had no idea (self-admission) on how to even collect a noise level I cant imagine why they are so confident of any readings. They had no idea on what the level was supposed to read. I would love to see the results of the test and challenge the test to be performed once more to corroborate that result. Why would the manufacturer have a decibel rating if going above that level doesnt indicate an issue or defect in the product? Im curious what Royal has noted for what they tried in every way [to] make the unit any quieter. My recollection is that before the decibel reading was even taken, the corrective action suggested was to turn on a radio and ignore it. After the decibel rating was taken, nothing was done to help make the unit quieter, they said, well get back to you, which they never did, thus me asking the BBB to help.
  
  
  I also dispute the idea that I cannot be pleased, indeed I am pleased with the 3 out of 8 units that function properly in my home. The product rep was brought out as training, (none of the Royal techs knew how to calibrate the system) I did not request this. The number of visits to my house has nothing to do with me. It has to do with crossed wires, water leaking into my house, machines that were broken by a tech, machines that would not shut off, etc. These are issues Royal brought on themselves by not finishing the job properly the first time.
  
  Sincerely,
  
  *************************

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