An HVAC company kinda screwed us, what should I do about it?

[Azndude51]

We were needing a new HVAC system installed. We got 3-4 companies come to our house to give us quotes. We chose the two that we liked the best then decided on one of them because they supposedly had a similar product but for a few hundred dollars cheaper. When they finally installed everything we saw that the model they provided did not match the model they described.

They have three levels of models of our furnace (contemporary, premium, and ultimate). The model number for the lowest one (contemporary) is AUD1B100A9361A and the number for the premium is AUD1B100A9H31B. The salesman wrote the model number of the furnace on the quote, but he abbreviated it AUD1B100. However, on our brochure he specifically circled the Premium model and wrote an X on the Contemporary saying that they don't sell that one because the quality isn't as good. Needless to say they put the Contemporary model in our house.

We talked to his manager and he just said that the salesman made a mistake and they're sorry about it. He said that the salesman shouldn't have abbreviated the number and made a mistake with the brochure. However, they're not doing anything about it.

What should I do about this? If they situation was different I would just accept their apology and be fine with it but the only reason we chose their company over the other one because we thought we were getting a similar middle level model for a lower price instead of just getting the lowest end model.

 

[dman]

Sucks. Maybe have someone else you know get a quote from them and see if they do the same trick, then complain to them again, and if no results to the BBB to warn others (won't help you).

 

[daveymark]

small claims court is the only way. they don't expect you to do anything about it. Start off by writing letters to the HVAC company so you have proof to show the judge that you attempted to resolve. send 3 letters 30 days in between each letter. with the third letter accompany a copy of the notice of claim that you will be filing in small claims court. the third letter usually gets them to take care of the situation 90% of the time.

 

[Hubes]

Originally posted by: daveymark
small claims court is the only way. they don't expect you to do anything about it. Start off by writing letters to the HVAC company so you have proof to show the judge that you attempted to resolve. send 3 letters 30 days in between each letter. with the third letter accompany a copy of the notice of claim that you will be filing in small claims court. the third letter usually gets them to take care of the situation 90% of the time.

exactly what he said. Keep on them with letters, and if they dont respond go to the court.

 

[JEDI]

Originally posted by: Azndude51
We were needing a new HVAC system installed. We got 3-4 companies come to our house to give us quotes. We chose the two that we liked the best then decided on one of them because they supposedly had a similar product but for a few hundred dollars cheaper. When they finally installed everything we saw that the model they provided did not match the model they described.

They have three levels of models of our furnace (contemporary, premium, and ultimate). The model number for the lowest one (contemporary) is AUD1B100A9361A and the number for the premium is AUD1B100A9H31B. The salesman wrote the model number of the furnace on the quote, but he abbreviated it AUD1B100. However, on our brochure he specifically circled the Premium model and wrote an X on the Contemporary saying that they don't sell that one because the quality isn't as good. Needless to say they put the Contemporary model in our house.

We talked to his manager and he just said that the salesman made a mistake and they're sorry about it. He said that the salesman shouldn't have abbreviated the number and made a mistake with the brochure. However, they're not doing anything about it.

What should I do about this? If they situation was different I would just accept their apology and be fine with it but the only reason we chose their company over the other one because we thought we were getting a similar middle level model for a lower price instead of just getting the lowest end model.

get a lawyet. sue them for bait and switch.

call the bbb and complain about bait and switch.

call up attoeney general's office and complain about bait and switch

do ALL 3

 

[LikeLinus]

How did you pay?

 

[drnickriviera]

On the american standard website, the only difference they list is: Dual door latches, and a cleanable air filter. I can't find any real tech sheets for them.

 

[PokerGuy]

If the difference between the models is significant, you have a good case in either small claims court or if you get a lawyer and sue. The question is, how much time/effort is it worth to you to get it fixed? Other than filing suit against them, contact the BBB, contact your local TV station (they probably have a "channel 6 on your side!" kind of program) etc. Other than that, you're just going to have to sue them.

 

[DeadByDawn]

That was pretty underhanded of the salesman. Keep on them.

 

[AlienCraft]

When you send the letters do not forget to send them with proof of delivery / receipt.

While it is still fresh in your mind, write down the sequence of events. This will help you 90 days from now when you have to file your small claims court lawsuit.

The problem the HVAC company has is that the manger is modifying the terms of the sale unilaterally.
Stick to your guns on this.

 

[alkemyst]

I am going through this now...I have lived here 4 months now. The air handler is a 2002 Ranco and outdoor is a 2005 Rheem. Both in good condition, A Coil could stand a cleaning.

Water started dripping from the air return which is right below the handler...I flushed the drain line and only got a little 'green' out of it...seemed ok.

I was back to back with plans for the weekend through Sunday so I called a pro to come out and take care of it for me.


When he got there first thing he said was my drain line was too long...it's a bit longer than many (total is about 45' feet maybe) but drains very well. The last 18' is the only real variable which is there to keep the water off a large patio/workarea I have behind the house on that side. He sucked it out, ran nitrogen up it...said it seemed ok.

Next he said my return and duct was too small and that's why it's leaking inside...because of static pressure built up. I will give him that...my duct is about 14" and the filter is a 18.5x18.5....for a 3.5 ton unit I should be 18-20" on the duct and about 400 sq ft of filter (18x24 would do ok). Further causing a problem is the previous installed sat the air handler on the duct narrowing it to 12" in one spot. Now that said my return is quiet and my a/c cools well and does run excessively.

Then he looked at the thermostat and said at 78 on the thermostat my interior was actually 75.

He went outside to read the freon and told me I was overcharged so he took some out. His guage was not reading right and he said he had this problem with it for WEEKS. He later had to add the freon back as he took too much out.

Finally I get him to go in the attic and he said my pan was full so he drained it...it was still dripping though.

He finally said my air handler needs to be replaced: $2600 + $300 for the new return and maybe another $200-500 in duct and material/labor work.

Has to charge me $90/hr since the $79 a/c cleanup special only covers units with no problems (I called in to tell them my problem and they said it would be covered under the $79). I was billed $150 and nothing was fixed.

Anyway long story short my ceiling was dripping since Thursday and I will have to repaint a 2"x4" section where it stained now ...I went up on Sunday morning and popped the side of the unit off (if anyone tries this make sure you cut power to the air handler).

First thing I freaking saw was a drain hose from the A coil to the pan with a visible piece of crud in the end of it. I popped it off and about a gallon of water gushed out and ran down the pan into the drain. A/C stopped leaking right after.

The 'pan' he drained was the metal tray that supports the air handler...not the drain pan.

I am not sure if he was just tired (he was there from 6pm to 8:30pm and his company booked him as a 15 min tune up appt) or incompetent. I am giving them the benefit of the doubt but if they have not returned my phone call by Monday/Tuesday the latest I will do a chargeback on Wednesday.

About 90% of the time is seems when I have a pro come out I end up redoing or repairing some of the work. In this case all the screws to my outside air cover are missing. I know they were there because I cleaned it myself last month. He probably put them in his pocket and forgot.

 

[Azndude51]

Originally posted by: LikeLinus
How did you pay?

Credit card, should I get them to hold the payment or something until this gets resolved?

 

[alkemyst]

I would tell them not to run it until it's resolved, probably too late for that though. You can always charge back if things are not made 100% for you.

 

[Azndude51]

Originally posted by: alkemyst
I would tell them not to run it until it's resolved, probably too late for that though. You can always charge back if things are not made 100% for you.

Well I made a cal the the credit card company and they said it hasn't been charged yet since they just got my CC number yesterday. They told me they can't do anything until after it is charged, then I can dispute the payment.

 

[EagleKeeper]

What does the signed work order/contract state?

That is what you agreed to.

If you agreed to the lower end unit, then you have no complaint except that the saleman misrepresented the units to you.

 

[Azndude51]

Originally posted by: EagleKeeper
What does the signed work order/contract state?

That is what you agreed to.

If you agreed to the lower end unit, then you have no complaint except that the saleman misrepresented the units to you.

That's the exact problem, the work order has the abbreviated model number, but the salesman said we were getting the Premium model and gave us the lower end one instead. I wouldn't go to court over this as others have suggested, but I just want to know how I should deal with it with the company.

 

[Capt Caveman]

Demand that the company either replace the unit with the premium one or discount the price to reflect lower end model.

 

[daveymark]

Originally posted by: Azndude51

Originally posted by: EagleKeeper
What does the signed work order/contract state?

That is what you agreed to.

If you agreed to the lower end unit, then you have no complaint except that the saleman misrepresented the units to you.

That's the exact problem, the work order has the abbreviated model number, but the salesman said we were getting the Premium model and gave us the lower end one instead. I wouldn't go to court over this as others have suggested, but I just want to know how I should deal with it with the company.

why not go to court over it? you're not going to get it resolved any other way. The facts are in your favor.

Unless there's something you're not telling us.

 

[Azndude51]

Originally posted by: daveymark

Originally posted by: Azndude51

Originally posted by: EagleKeeper
What does the signed work order/contract state?

That is what you agreed to.

If you agreed to the lower end unit, then you have no complaint except that the saleman misrepresented the units to you.

That's the exact problem, the work order has the abbreviated model number, but the salesman said we were getting the Premium model and gave us the lower end one instead. I wouldn't go to court over this as others have suggested, but I just want to know how I should deal with it with the company.

why not go to court over it? you're not going to get it resolved any other way. The facts are in your favor.

Unless there's something you're not telling us.

I just don't think it's worth the effort since it isn't something that major. Maybe if they completely messed up the installation and refused to do a thing about it, I would. Plus I'm still not completely sure if they purposely installed the lower end model or if the salesman genuinely made a mistake with the brochure. However, they still made money off that mistake since it was the reason we chose to go with them, so I would still be unsatisfied.