Classic bait and switch. Over promise, over charge but under delivered. Don't let the sales person fool you with "transparency and integrity" talk. Double check your work contract - and ask plenty of questions. This company relies on the fact that you don't know how ac systems work or what the current code is.
First issue - item purchased was premium package that was supposed to come with life time warranty
- The catch, only the outside unit is covered - not the air handler/inside unit.
Second issue - my custom air duct work was suppose to industry standard to increase performance, efficiency, and optimized air flow
-The catch, no air flow test was ran, had to point out that install team brough 6 dampers out but only installed two - have photos and proof - two weeks later - they came to install two more dampers.
Third Issue - during sales prep - onsite team member said that attic space insulation was undersized - and said that it would be best to have insulation brought up to code (current code is R38)
-The catch, insulation team only brought 4 bags of Pink insulation and missed front half of the attic - they later came back to install more, only after asking about the initial work completed - before work, insulation was at 3 1/2 inches - after work it was at 8 - to get to R38 insulation height should be 13 1/2 inches - to be fair on this one - contract just said top up of 4 inches (goes to double check the contract work statement)
Fourth issue - post install inspection for both AC and duct work - per work contract "Test, calibrate, and ensure proper operation of the entire system upon completion." The work was done, and absolutely no test, calibration was performed. The team member that performed the final visit, didn't even check the outside unit nor open the inside unit closet door - he asked if anything was wrong and I provided the three issues I had. He left stating that he has to speak to owner.
Fifth issue - install team will pressure you into signing the work complete form (my boss says we can't go home until you sign this - word for from the tech), if you financed the project - don't do this, until all the items on the project are done, like final inspection and any tuning or adjustments. You don't have to sign until everything is actually done.
Ultimately, how a business is ran is on the owner - and he choose to not do the right thing, and fight me on the corrections needed. He's a great salesman but poor at customer service. I'll filed a formal complaint against this company to the Texas AG and the Texas Department of Licensing and Regulation. At this stage it's not about how much I got robbed of, it's about public awareness of this company's business practices.
Late night message from personal phone from their dispatcher on 26 June - regarding my request for flow testing for the air vents.
I got a text from their dispatcher that my request for flow testing was denied from the recommendation of the technician that "checked" our system. Funny part, when he came, he was the one that recommended the flow hood testing to ensure that we get an accurate measurement. So how can the person that recommends the testing, also be the same person that denied it? I have screen shots saved from the text messaging to confirm this.
The company quickly switched gears when I told them that it was unfortunate to hear the news - and that I would be submitting a complaint to the Texas AG and to the TDLR (I recommend anyone that had issues with this company to do the same) - then almost non stop texts back and forth only after stating that a formal complaint will be filed, when all they had to do was come fix what was started. I find it sad that it took doing that for them to "want" to make things right.
During the follow up visit to resolve the insulation concern to our agreement - the technician used a hand held anemometer as a courtesy and showed that only two output registers actually blew air that could be measured...all other vents was not flowing measurable air, and the tech said, "yeah we need the flow hood to do this, let me get with Mike to see when he can get it out of storage".
During the same visit, I was shown the duct work that was designed and the technician admitted that it was not what was installed (breach of contract) - another item to list on the complaint.
Don't trust this company - I'm a hard working disabled Air Force Vet and they took advantage of my situation. Good thing I kept screen shots of all the texts. read more