Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had this company install a furnace and air conditioning unit. I paid $8,000 and am very unsatisfied. The unit is extremely loud enough to keep me up all night! It also does not reduce the temperature at all. After 3 hours, it only dropped the temperature 1 degree. It is cooler outside than in my own house. They were very unprofessional and left pieces of sharp metal and wires all over my new tile floor, Left cigarette butts in my driveway. Besides the extreme noise which sounds like a jet and lack of cool air, I was left with all of these unsightly pipes and wiring that is ugly and unsafe. They said oh don't worry I will cover the wires and pipes. They did not. I will not let my grandchildren or pets near the room! The one guy came back after complaining about the noise, it is not any better.

  Business Response

  Date: 06/09/2022

  To whom it may concern, 

  
  This letter is to address a customer complaint. ID # ********* 

  
  We will be addressing the customer's list of complaints one at a time. 

  
  The first complaint is of noise from the blower. Upon initial inspection, prior to installation, it was found that the system severely lacked return air ducting, and registers. The system was comprised of two return air grilles. One grille was in the game room, above a drop ceiling, and one grille in the hallway. The hallway grille was a 6x12 register, and was blocked off with duct tape. New furnaces will fail without proper return airflow. After discussing the situation with *** ****** the only viable option was to add a centrally located 24x24 return air grille ducted on the other side of the furnace wall. The ductwork size was 10x24, which would be enough for proper airflow for their new high efficiency furnace. All options were discussed, and this solution was agreed upon, by *** ****** before any work was to begin. By doing this, it made the blower motor audible by the grille. After receiving a complaint from **** ****** via ** ***** about the noise, we returned on May 26, and reduced the blower speed from high, to medium. We tested static pressure and ensured that the furnace would still work efficiently. We also explained again about the home having a severe lack of return air ducting, and the necessity for the return air grille. She refused to be present for this entire install, including our return to try to make it not as audible. *** ***** stated that he was aware of the situation, and was happy with the install. That it was **** ***** who was dissatisfied. 

  
  The next complaint is about temperature. After both systems were installed, the air conditioning charge was verified via superheat method, and blower speed was set. The system was working as designed before we left the site. Upon arrival on May 26th, the outdoor ambient temperature was 80 degrees. The house was 72 degrees, as set on the thermostat. The system was not running as it had met the temperature set through the thermostat. In order to test the system, we had to turn the thermostat down below set point for it to kick on. We were never notified of any temperature issues when we returned. The only issue was that **** ***** was unhappy that she could now hear the blower when it was running Set through the ton we were her happy that The next complaint was that our workers were very unprofessional. *** ***** stated that we left sharp metal and wires all over the new tile floor. She also stated that we left cigarette butts. We arrived on time.

  We left no scrap metal, and none of us smoke cigarettes. At the end of every job, it is standard procedure to walkthrough, and thoroughly go over every job with the home owner. Again, *** ***** was not present for this walk through. ** ***** stated that it was a "nice, clean job.” He was very happy with the install. We pride our selves on our professionalism and cleanliness. As you can see in the pictures of the install, before and after, there were no metal scraps, wires, or cigarette butts. 

  
  The last complaint is about "unsightly pipes, and ugly, unsafe wiring." Every high efficiency furnace requires an intake and exhaust pipe. As written in the estimate/invoice, ** ***** was aware of where the pipes would be placed, and what is required. He removed the ceiling tile for the pipes to be installed. The wiring follows national electrical code. All wires are strapped and placed in a safe area. In looking at the pictures of the install, you can clearly see that all wiring and piping arrangements are minimal, and as tight as possible, as this is in a very small utility room. 
  
  
  In conclusion, I feel that the statements that were made are untrue, and slanderous in nature. If there was a problem, it should've been addressed during the install, or during clean up. At the end of the install, we walked through the job site, with ** *****. We explained how everything worked, and the maintenance requirements. After the explanations, we asked if he had any questions, or concerns. He stated that he did not have any questions, or concerns. He stated that he was happy with the work completed, and signed off on the invoice, accepting all work performed, and paid the invoice. We never actually did interact with *** *****. 
  

  Thank you Jason Wiehagen Wiehagen Heating & Air 

  Customer Answer

  Date: 06/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *****