ComplaintsforAquire Restoration, Inc.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Acquire to assist with removal of mold and water damage after a faultily installed central A/C system caused substantial damage to our home. While ******* was there, they caused damage to the ductwork of our A/C system (which is in the attic of our home due to being a high-velocity system). This damage includes crushing the main ductwork to our A/C unit as well as putting a hole through the subflooring up there. I have text messages between myself and *******'s technician, *****, stating the damage and that they were responsible for the damages. I also have photos of the damage which was also sent to ***** as well. This was supposed to be resolved in March of 2022. Summer of 2022 came and we continued to have A/C issues with airflow. We hired a different HVAC company to come out for diagnostics. They determined it is the crushed ductwork that has NEVER been fixed. Husband called ***** and brought it to his attention. He first tried to claim they fixed it. After demanding proof, it was determined that they had in fact NOT had it fixed. ***** claims they will have it taken care yet to date has still not gotten a quote nor had it fixed. We have since obtained a quote from HVAC company (different than the one who faulty installed) to have it fixed yet are unable to get in contact with ***** to get this done. Calling Acquire and asking for a supervisor is useless as well. It's like you basically have to hold his hand and do his job for him. This is getting absolutely ridiculous. This is almost a two year issue now and there's no reason for it. ***** claims that the original HVAC company will not replace the ductwork. We just want this fixed so we can have our home back together. We keep getting the runaround and excuse after excuse.

  Customer response

  08/25/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  The president of the company, ****, reached out to us on August 3, 2022 and got the ball rolling on the repairs that needed to be made to the damage caused by Aquire Restoration. Those repairs have been completed, and we are satisfied with the results. While we are disappointed that it needed to come to this, we are happy that **** made things right.
  
  Regards,
  
  **** & *****************************

  
  

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