ComplaintsforAbsolute Climate Control, LLC

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The persisting issues with the **** system that was installed at my residence approximately two years ago. I am deeply dissatisfied with the performance of the system and the numerous service calls it has necessitated.Following the initial installation, your technicians have made over 20 visits to my home to address issues arising from both the installation process and ongoing system malfunctions. Each technician has consistently reported that the system is improperly installed, hindering its ability to operate at its full capacity.Since the installation of the new **** system, my monthly electric bills have surged, now consistently exceeding $400. This is a significant increase from our previous bills, which were consistently below $250. As a result, I am facing both financial strain and a lack of the energy efficiency that was promised with the installation of a top-of-the-line and energy-saving system.I recently received a proposal from your company, outlining the need for an additional $3000.00 to rectify the improperly installed ****. While I understand the necessity of proper maintenance, I am perplexed by the notion of having to invest more money to address issues that should have been mitigated during the initial installation.My primary goal is to have the **** system perform optimally and efficiently, as promised. I urge your company to thoroughly review the situation and find a solution that rectifies the ongoing problems without imposing additional financial burdens on my household.I appreciate your immediate attention to this matter and expect a swift resolution to bring a satisfactory conclusion to the issues we have been facing.

  

  Business response

  12/04/2023

  
  Dear **** and *************************,
  
  We appreciate your patience and continued communication regarding the **** issues you've faced. We understand your concerns about the system's performance, service calls, and increased energy bills.
  
  As a committed **** service provider, our priority is to ensure your comfort and satisfaction. We have taken your feedback seriously and have been working diligently to address the issues you've raised. Here are the steps we've taken in response to your situation:
  
  Trane's Assessment: In our effort to thoroughly investigate and rectify the situation, we engaged *****'s ************* Team Lead (*************************) site visit 6/16/2021, an expert in the systems we install.*****'s assessment confirmed that the system itself is functioning as intended and a proper installation of the equipment. However, they identified some issues with the existing vents/grills and even though they were not in our original scope of work, we replaced them at our expense. They also recommended us using a special clip for the low voltage wires instead of wire nuts as a precautionary measure and we did this too.
  
  Detailed Monitoring: Following Trane's assessment, we with ****** conducted months of detailed system monitoring using the built-in reporting capabilities of your **** system. This monitoring allowed us to look for areas that could require adjustments or improvements. With this detailed monitoring ***** stated that everything is operating well with the system even though they saw a few high voltage input drops from your power grid. These drops did have us out on many service calls to find nothing wrong with the system.
  
  Proposed Solutions: Based on the findings from Trane's ************* Team Lead and the data gathered during the monitoring period, we found that the system is operating per factory specifications. We did create a proposal to correct some of your originally installed duct system from when the home was built in ****. We did provide you with a proposal to address the original **** installation-related duct issues at a discounted rate.
  
  Cost Considerations: We understand your concerns about the financial burden associated with these adjustments. To ease this burden, we are committed to reevaluating the proposal and minimizing costs where possible. Our aim is to ensure that you receive the promised energy efficiency without imposing excessive costs on your household.
  
  Swift Resolution: Your satisfaction is our top priority, and we are working diligently to bring about a swift resolution to the ongoing problems. We will keep you informed throughout the process and strive to minimize any further inconvenience.
  
  We sincerely apologize for any disruptions and financial strain you've experienced due to the issues with your **** system. Our team is dedicated to delivering the optimal performance and energy efficiency that you were promised when you chose our services.
  
  Thank you for your patience and for entrusting us with your **** needs. If you have any additional questions or concerns, please don't hesitate to reach out to our customer service team.
  
  We remain committed to resolving these issues to your satisfaction and providing you with the comfort you deserve.
  
  Sincerely,
  ***********************
  President
  Absolute Climate Control

  Customer response

  12/05/2023

   
  Complaint: 20873622
  
  I am rejecting this response because:

  We appreciate your prompt response. However, we've encountered ongoing issues with the system during the *******. Adjusting various zones is a regular necessity for effective cooling. The sales rep promised lower electric bills by 1/3-1/2, and our bills have gone up since the install rather than down. We requested the initial quote to include everything we would need to install the new system to function optimally, and we followed all of your recommendations for the install including redoing the ductwork coming off the unit, and the surge protector, air purifier, and duct cleaning add-ons.  Several technicians from both Absolute and Trane who have been to our house since the install have said that the unit is installed incorrectly and should be positioned horizontally on its side with different ducting coming off the unit so it will perform at its best. Your company installed it vertically, which we were told at the time was correct. The ductwork coming off the unit was done by your company at installation of this system; it is not original to the house from ****. We had another company come look at it for a second opinion, and they also recommended a different installation for optimal performance. 
  
  We are puzzled as homeowners why we are responsible for the costs of fixing the unit being installed incorrectly. Weve lost thousands in increased electricity bills, time away from work waiting on techs to come troubleshoot the issues, and even just trying to get into communication with ***** or another lead person at Absolute who had the authority to do something about the problems with our system. Why are the required adjustments not covered when we followed all of your recommendations in the initial installation? 
  
  Thank you for saying that you are committed to resolving this. So far, we have not seen action to show that. We never received any further communication after receiving the **** dollar quote for the fix that we were told was the best you could do.We have tried to contact ***** and left numerous unanswered messages for him throughout this ordeal.

  
  Sincerely,
  
  ****** & *************************;

  

  Business response

  12/12/2023

  Dear ****** and *************************,
  I understand your frustration, and I apologize for the ongoing issues you've experienced with your HVAC system. It's clear that there have been several challenges, and I appreciate you sharing your concerns in detail.
  I want to assure you that we take your feedback seriously, and we are committed to resolving these issues to your satisfaction. I'm truly sorry for any miscommunication or inconvenience you've faced thus far.
  Our team is reviewing the entire situation, including the installation and subsequent service visits, to determine the best course of action. We understand your concerns about the costs associated with rectifying the installation issues, and we are actively working on a resolution that is fair and reasonable.
  I will personally ensure that your case receives the attention it deserves, and you can expect to hear from us shortly with a comprehensive plan to address these issues.
  Once again, I apologize for any frustration this situation has caused you, and we are committed to making this right. Thank you for your patience as we work towards a resolution.

  Customer response

  12/18/2023

   
  Complaint: 20873622
  
  I am rejecting this response because: we havent received any further resolution or have been contacted by anyone from Absolute. 
  
  Sincerely,
  
  ***********************

*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. ↩