Very bad installation experience, need advice
We just went through an excruciating experience with a full system replacement. Short story is that we have some physical damage to the equipment and to our home and lots of things went wrong along the way. I don't want to go into any details while this is still pending and I won't release the contractor's name.
I need advice on how to proceed. Based on the installation experience, I have no confidence that this thing is going to last, or that the huge investment I made is not in jeopardy.
Should I pay another HVAC contractor to inspect it or would they even do that? What about American Standard? Is there a factory rep near Austin, TX that I could call?
How do I ensure that the contractor fixes or pays to fix the damage to our house?
Any help or advice would be really appreciated.
Have you told the installing co. that there are problems yet?
That's the first thing that I would do.
Have you payed them the full amount yet?
That's the last thing I would do.
Having just gone through a similiar ordeal. I feel for you. Look up a post titled the "better business bureau" in the general forum and read it.
I wasted nearly two months with the BBB and the HVAC contractor. The state attorney general had quick success. I also sent the contractor a reciept returned letter asking for his bond and liscensing info.
My experience trying to bring in other HVAC tradespeople behind my hack job, was not good. Clearly they would have prefered to start from fresh and thier pricing reflected it. I ultimately requested and recieved that my original contractor remove everything from the premises and refund my money or be expected to pay for any retrofits and repairs.
Be polite, firm and tenacious.
Originally Posted by mlo1
Thanks for the advice. I read your BBB thread, and I feel for YOU
I don't think my situation is as bad as yours was. The system is installed and running but as I said things went wrong and I don't trust it.
Call the contractor and let him know you expect him to do the right thing, using diplomacy is always the fair and right thing to do for both parties involved but if He blows you off start here.
The first thing you should do is call and ask to speak with the owner or the service manager. Be polite, explain your situation and ask for thier best tech or lead tech to go over your system, The tech should be honest and upfront with you. Let them know what you expect, if you purchased an american standerd you should be able to put the trane extended warranty on the unit. this maybe something the installing contractor maybe willing to do if he did'nt lowball the job, if this was one of the lower bids, it will be harder to get settled, being that there was nothing in the bid for this kind of situation. Had you of gone with a trane unit, you could have called trane directly, with an american standerd there are just no channels to go thru, if you found out who the contractor bought the unit from, you could start there after you have already gone through the steps with the contractor, deal with the contractor first, after that you can conntact the ROC anxd the BBB
"if this was one of the lower bids, it will be harder to get settled, being that there was nothing in the bid for this kind of situation. Had you of gone with a trane unit, you could have called trane directly, with an american standerd there are just no channels to go thru"
I have to say the statement above is a pretty poor one to make, even though I have no bussiness responding to this post but I do read most post here on this forum I don't see that it matters if the contractor came in with the lowest bid or the highest bid the work should be just as good as the highest bid contractor..... And it also should not matter if this was a American Standard or a Trane furnace there should always be someone to stand behind there product regardless of brand !!!! The statement made above by bell3156I feel is nothing more than a cop out to not stand behind one's work or product they are sellling, or craftsmanship.
My advise to the op would be to go over the contractor's head should they not respond to you in a timely manner and fix the items you have problems with. Also I would call the warehouse/Distrubutor and talk to him and ask if he can do anything to help you out and the BBB. If those place's do not help you I would think about calling your local news station who may do special segments on people being ripped off or not getting there problems resolved with the contractor and put this guy in the spot light in your local area will more than likely do more damage to him if he decide's not to come thru as a bussiness man should.
A couple of points, if it helps. This was not the lowest bid, and it was not a big company. One guy with a truck, who brought two helpers.
get pictures and detailed documentation including dates.
I would contact your dealer with this information by certified mail with copy to the local American Standard distributor who should have a qualified residential specialist on their staff.
Is HVAC company a certified Am Std dealer?
You can also send Am Std a certified letter or an email through their website link. See below.
Sorry for your trouble.
If they truely wronged you,there's enough suggestions on how to proceed.Not enough information here to to tell if you have a real issue or not.
Hoping you get it resolved by working with the contractor.
I now it is probably upsetting as a consumer , but contractors just dont arbitrarily charge more, To think that the lowest bid and the highest bid are going to be the exact same install, that is just not how it is, When you deal with trane, there are avenues set up by the manufacturer to deal with the consumer directly. american standerd is sold at a supply house, where you pic up universal a/c parts... there are channels you can get to, but they just don't have the same kind of support. first you have to find out where he bought the unit.
I would not go above his head if I could help it. Now since he is a smaller company, the profit on this job could make the difference between keeping his lights on or not (of course I do not know his financial situation). There are benifits to using smaller contractors and benifits to using larger ones, The biggest benifit to using a larger one is customer satisfaction, they would have money set aside to cover the expense of redoing your install.
I'm not trying to cop out here ( I didn't install the unit) just trying to help. If you feel your not getting anywhere with this guy then go through the other channels, if you have no confidence...Call in another company to take a look at it...
Good luck, Just trying to help
I take care of these kind of situations for a larger company, we do everything we can within reason to saisfy the consumer before it gets to the roc or the bbb.
Why did it go this far did'nt you look at the install in progress if you saw things you did'nt like or agree with you should have talked to the contractor then, much less pay for it, The fact of high or low bid ,what unit was used does not matter if the terms you disscussed were not met then it should of be stopped in progress or corrected to you liking, BEFORE you pay the guy for rest of job.
Originally Posted by Dog