After extensive consideration and a year of patience, I'm penning this cautionary tale about my…read moreexperience with Q&A Heating and Cooling. My hope is to provide a clear window into what started with promise but ended in disappointment.
Initial Expectations:
I hired Q&A over a year ago to install a new HVAC system in my historic 120-year-old home. I was misled by their glowing reviews, anticipating a job well done. The contract was clear and included the installation of 2 SEER 16 units, 2 iwave units, removal of an ancient furnace, and installation of a pull down attic ladder.
The Reality of the Installation:
The onset of issues was swift. The carelessness during installation led to several shattered plaster walls and ceilings, a testament to their inexperience with historic homes, which they failed to communicate. They failed to box in the exposed ductwork, leaving a metal intake duct literally taped to the wooden floor and plaster wall (you can see this in the photos). When installing the attic door, they cut a power line to half of the upstairs, which they said that they would repair and never did. I have been without power in two of my bedrooms for literally a year. Calls to the owner, who oversaw the project, have been met with denial and unfulfilled promises of callbacks for scheduling repairs.
Contractual Deviations:
Contrary to the terms of the contract, the old furnace was never removed, the iwave units were never installed, and one of the outdoor units isn't the SEER 16 model promised (You can see this in the photos). This breach of contract is not just a matter of technicality but one of trust, as they cannot reasonably claim that it was a mistake or oversight.
Attempts at Resolution:
My attempts to collaborate on resolution have been ignored. Over a year of attempting dialogue has led me to this point of public discourse, hoping for a resolution that now seems unlikely.
Lack of Follow-Through:
The installation of an attic door was mishandled, resulting in a damaged product and a ladder that doesn't fully extend. The absence of post-installation inspections or guidance left me without critical knowledge about the systems installed in my own home. They informed me that they would be doing maintenance after installation and have never followed through with any appointment that has been set (and several have been set up). I have offered to pay for the maintenance and yet no one follows through. The filters are held within the blowers and are not within the air intake vents so they are not straight forward to replace or maintain. Again, Q&A offered no education on this and, instead, promised to come out regularly to do the maintenance.
Divergence from Positive Experiences:
It's perplexing to reconcile my ordeal with the sea of five-star reviews. I'm left questioning whether my experience is an anomaly or if others simply haven't voiced their discontent.
Acknowledgement of Positives:
In the spirit of fairness, it's worth noting that Q&A did initially communicate effectively, work with apparent efficiency, and they did install the systems--albeit not quite as promised.
The Photographs' Tale:
I invite you to view the attached photos. They are a silent yet vivid narrative of the quality and outcome of the work done.
Final Words and a Call to Action:
My advice to potential customers is to consider the breadth of experiences, not just the positive ones. The issues I've faced may well be yours if due diligence is bypassed. A substantial investment of over $26,000 warrants a level of service and professionalism that I unfortunately did not receive. If you're in the market for HVAC services, especially for historic homes, I implore you to scrutinize, ask the hard questions, and ensure your chosen company has the requisite experience and integrity.
Conclusion:
My intent isn't to disparage but to inform. It is a heartfelt account from a customer who believed he was in capable hands. I wish for my experience to be an outlier, but it's a risk I urge you not to overlook.
