ComplaintsforRSP Heating & Cooling

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked for a quote for a heat pump. They came and quoted. Missed the second heat pump didn’t have a circuit board so it wasn’t able to be a heater only AC. After install of a brand new heat pump *** did not wire it correctly and scorched electrical mark on the brand new heat pump still shows. Did not replace the drain line. Water and mold damage throughout entire two car garage and crawl space. *** sent their own contractor who refused to clean up the mold. Stole the peg board and cut the king stud and jack stud. Continued to hide the damage with plywood. The sill plate is mold ridden and rotted refuses to replace. “I don’t know how to replace it. It holds up the entire wall.” Was stated by ***** ******* their subcontractor. Stairs are still molded and carpet remains intact after stating it would be replaced. Bags of trash and wet insulation left in my garage. Entire roll of insulation left uninstalled. Threshold in the bathroom can not be covered with flooring because it’s so uneven. After multiple attempts to communicate with the company. I voiced concern with the contractor due to long criminal record and acting irrationally at my house. The contractor says “ I will ask *** what they want me to do. You aren’t paying me. It’s up to them.” *** reply was “well no one else has complained so I don’t see the problem.” After contractor left the job site unfinished *** states they have done all they can do and refuse to finish promised work. I am left at least with a house that didn’t burn down.

  

  Business response

  09/26/2023

  I asked for a quote for a heat pump. They came and quoted. Missed the second heat pump didn’t have a circuit board so it wasn’t able to be a heater only AC.   

  We were asked to provide a quote for replacement of the system that conditions the second floor of the home because it was not working.  We were not asked to provide a replacement quote for the system that conditions the main floor, referred to in the above statement as the “second heat pump”. 

  After install of a brand new heat pump *** did not wire it correctly and scorched electrical mark on the brand new heat pump still shows.   

  The client did not make us aware about any concerns regarding a “scorch mark” prior to moving forward with agreed upon repairs.  Our first notice about this was on August 9, 2023 when we received an email from her stating:  “Your company almost burnt my house down with the scorch mark still on my heat pump your company installed.”  This email statement was in response to us telling her we were no longer able to accommodate her demands. 

  Did not replace the drain line.

  6/30/2023 – We found that the drain line was not replaced as it should’ve been according to our proposal.  We returned on 7/6/2023 and replaced the drain line at no cost to the client.  We also agreed to repair the damage caused to her garage walls because of the drain line at no expense to her. 

  Water and mold damage throughout entire two car garage and crawl space.

  On 8/2/2023, our contractor ***** ****** ******* *********** * ***** ******* arrived to complete the repairs of damage to subfloor and OSB. On 8/3/2023 the client told our contractor to leave and would not let him finish the repair.  On 8/9/2023, ***** ****** ******* *********** arrived to attempt to complete the remaining work. Client again told the contractor to leave and would not allow completion of the work that was agreed upon.

  *** sent their own contractor who refused to clean up the mold.

  8/3/2023 & 8/9/2023 - client would not allow the contractor to finish and was told to leave the residence. Work agreed upon was not completed due to the client’s refusal to let our contractor complete the work.

  Stole the peg board and cut the king stud and jack stud. 

  The peg board referred to was part of the wall with damage and was disposed of and new wood was put in place of the damaged material. 

  Continued to hide the damage with plywood.

  Plywood was the material used to recover the wall where damaged material was removed. 

  The sill plate is mold ridden and rotted refuses to replace. “I don’t know how to replace it. It holds up the entire wall.” Was stated by ***** ******* their subcontractor.   

  Our contractor, ***** *******, inspected the sill plate and said it was fine.  He never stated he didn't know how to remove it, he said it did not need to be replaced. 

  Stairs are still molded and carpet remains intact after stating it would be replaced. 

  We left it up to the contractor to decide if the carpet would need to be placed. Our contractor was forced by the homeowner to leave the residence before that was decided. 

  Bags of trash and wet insulation left in my garage.

  Our contractor was forced to leave the residence before completing the project. 

  Entire roll of insulation left uninstalled.

  This was extra material the was not needed.  

  Threshold in the bathroom can not be covered with flooring because it’s so uneven. 

  Our contractor was forced by the homeowner to leave the residence before this work could be completed. 

  After multiple attempts to communicate with the company. I voiced concern with the contractor due to long criminal record and acting irrationally at my house. The contractor says “ I will ask *** what they want me to do. You aren’t paying me. It’s up to them.” *** reply was “well no one else has complained so I don’t see the problem.”   

  The homeowner was trying to get our contractor to do more work than what was agreed upon.  When he declined, she became hostile towards him then contacted us claiming he was on drugs and a criminal.   

  After contractor left the job site unfinished *** states they have done all they can do and refuse to finish promised work. I am left at least with a house that didn’t burn down. 

  The homeowner would not allow our contractor to complete the proposed work as agreed upon.  We would not agree with her to remove him from the project and allow her to choose her own contractor.  We had as much work as possible completed before our contractor was forced to leave the residence.  Our statement to the homeowner on 8/9/23: 

  “We have attempted to have all of the repairs completed that you approved.  We are unable to accommodate your demands requesting work above and beyond our agreed upon repairs.  We have put forth every effort to address your concerns but at this time, we are considering our obligations to you, for both the contracted repairs and your HVAC system installation, complete.  We wish you the best and hope that you are able to find a service provider that can accommodate your needs.”

  Customer response

  10/05/2023

  I do not agree that is correct. I attempted multiple times to resolve this issue with **** The contractor left the job site without any communication with me stating “You don’t pay me I will only do what *** tells me too.” He stole materials from the job site. Left insulation and did not replace what he took down. 

  

  Business response

  10/06/2023

  We have received the notification of *** *****’ response to our response to her BBB complaint.  We will not be responding further to her complaints.  We have attempted to address her concerns and we have not been able to satisfy her.  We have paid a contractor $3500 for repair work to her home per our agreement with her and she would not allow the contractor to complete this work.  (Refer to our earlier response to her original complaint for details.) 

   

  As an accredited member of the BBB with an A+ rating, we hope that it is noted that we go above and beyond to provide excellent customer service.  Unfortunately in the case of *** *****, we will not be able to assist her further and will not engage with her in any negotiations. 

   

  Thank you, 
  ****** ******

  *** Heating and Cooling                                               

  ************

   

  Customer response

  10/06/2023

  Complaint: ********
  
  I am rejecting this response because: You may have paid the contractor there is still water damage and I had to pay someone else to complete the work you paid your contractor. The contractor is a convicted felon. The work was never done. You refused any other communication. How can this be resolved if you never came to the “job site”? Show me the proof? 
  Sincerely,
  
  *** *****

  Customer response

  10/21/2023

  Original date of service was 6/2022

  cost $7,800

  new trane heatpump 2.5 ton install including drain line 

*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. ↩