ComplaintsforYancy's Heating and Air

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rick installed a Heat-pump/Gas-furnace combination August 2022. (I choose him because I wanted to use a small business, even though he did not offer the rebates that others did) First I had no problems, the air-conditioning part work well. But come the heating season things rapidly changed. Today is 1/1/23 and not ones did the heating unit switch automatically from HP to GF. I have had to always do that manually. I have contacted Rick over and over again. He did show up a couple of times but never did fix the actually problem. He did manage however to make me feel stupid. I believe that I do not have to understand how these mechanics work but should be able to rely on the professional that I hired. (wonder if he would treat me better if I would not be a foreign, single older woman) Now there is a new problem with the thermostat, which likes to turn to the highest degrees allotted on in the middle of the night on recovery mode. Last little twist on this, now Yancy's is suddenly not available on any e-mail offered on their website or that was used in the past. They all were returned, the recipient address rejected. Text messages sent go unanswered. Tell me just what can I do? Do yourself a favor and stay away from this arrogant man. Today (2/2/23) he was supposed to come and change the location of the temperature sensor and turn of the recovery mode. He spend less then 5 minutes here, never went outside and even touched the sensor. When I brought that up he walked away from me, telling me "I'm not going to argue with you" and left.

  Business response

  02/22/2023

  BBB spoke to Rick at the business and the following was relayed: I have gone over to the customer's everytime she has called, probably 8 times so far. The unit functions properly and she has never lost heat. The unit automatically switches over but not at the temperature the customer wants. I have brought the **** equipment representative over to explain the unit is properly working and the last visit I did turn off the recovery mode as requested. I did not move the sensor because it would not change the temperature enough to affect the system dramatically. The customer also knows that the unit can be switched manually. If there is a legitimate malfunction, the customer can write me and I will contact her from there. At this time, I have blocked her communications.

  Customer response

  02/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.For the last couple of weeks I have been keeping track of the outdoor temperature and the heat source at the time and recorded a huge discrepancy. 2/9/23, outdoor 36 degrees, gas heat. 2/10/23, outdoor 39 degrees, gas heat. 2/11/23, outdoor 36 degrees, heat pump. 2/12/23, outdoor 31 degrees, heat pump. 2/15/23, outdoor 32 degrees, gas heat. 2/17/23, outdoor 38 degrees, gas heat. 2/18/23, outdoor 25 degrees, heat pump. 2/20/23, outdoor 34 degrees, gas heat. 2/21/23, outdoor 33 degrees, gas heat. 2/21/23, 10 minutes later, outdoor 33 degrees, heat pump. 2/22/23, outdoor 35 degrees, gas heat. Please understand that this is a new install. The expectations always were that at outdoor 30 degrees the gas heat was supposed to come on. The gas heat never came on automatically until the **** representative came in January and worked on the thermostat, after that point it is now hit and miss, indicated by the enclosed bullets. The conclusion is that the indoor and/or outdoor thermostat are not working properly, resulting in daily extra heating costs. Please also note that by Ricks own admission he has blocked me and I am not able to reach him.  Regards,  ***** ******

  Business response

  04/04/2023

  BBB spoke to the business and the following was relayed: The unit is operating is expected and is working, there are no non-heat issues. The temperature is based upon outdoor, not indoor temperatures which can be affected by other conditions such as sun, wind, or rain.

*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. ↩