ComplaintsforStyle Crest Enterprises, Inc.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late 2020, we purchased a mobile home from ********************* in *********, we were not given a choice and this AC unit came with the home. It was installed in April 2021 and in December 2021, we had to contact Style Crest for warranty work as the heater was not working. The work was covered and things seemed to be ok. The next winter in 2022, we turned on the heater and it did not work again. We contacted Style Crest for the warranty work and were told there would be a "call" fee for coming out that would not be deducted from any parts or labor fees that would not be covered. Ok, so we did it and everything was ok for another year. First cold snap in December 2023 and the heater does not work again. Again we contacted Style Crest and were told about the fee which we agreed to pay and the guy came out and said we can fix it but it's going to cost ****** on top of the fee of ******. Ok, fine, but he does not have the part and it would be a few days. They then sent out another tech who said that guy was not correct and it was our heat strip mechanism that was bad and not covered under the warranty and they would need another ******. They claim the heat strip package was not necessary so it was not covered under the parts warranty (?????) Well we did not have a choice and went ahead and paid and got the work done. That night, the heater was still not working properly and we contacted them the next day and when they came out, they said the heat strips were not the problem and it was something else that was covered but they would still need another ****** to fix it. At this point, having health issues and being older, we just paid it and now it is working. Most AC units I have owned, have lasted between 15 and 20 years and this one has been a lemon from day one. I just think if this company stands behind their product, they should really stand behind it and admit they put a bad unit on my home and then charged me to fix it

  Business response

  12/19/2023

   Original date of installation for equipment is 3/15/2021.  This equipment is warranted for labor and parts.  1 year labor and 10 year parts.  

  Service records indicate a "no heat" call was made 10/24/2022.  Which would be past the 1 year labor coverage.  Warranty coverage does not include diagnostics fees charged by repair servicer.  

  Additional no heat call was made 12/4/2023.  Servicer found the heat kit had been broken.  This part is an accessory and is covered for 1 year parts and labor. On 12/5/2023 ************** contacted servicer stating there was a noise coming from unit.  Upon inspection of the unit, a bad blower motor was found.  Repairs were made to the equipment, charging labor only.  All covered parts were filed through parts warranty coverage.  

  Attached warranty declaration page which defines warranty coverage.  

   

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  bought a new a/c unit for my manufactured home 1.5 months after installation it stopped working .contacted company for warranty help no such luck they have no technicians nor any repair personal been a month paid different companies to diagnose the problem and repair no luck on this either .Zero help (warranty ) style crest or manufacture Nordine .

  Business response

  08/07/2023

  Mr. ***** has spoken with several members of the warranty team.  As timeline below indicates the conversations with ****** and ******. 

  7/25/23********* ***** TO REPORT ISSUES WITH AC S/N *********************full warranty *2/15/23**** *****/

  7/28/23 ****************** ***** TO REPORT ISSUES WITH AC S/N ***************HE GOT INSTALLED 1 MONTH AGO AND HE DONT REMEMBER, WHO INSTALLED IT, HE ALSO STATED ALL SERVICERS THAT HAVE SEEN IT DONT WANT TO TOUCH IT, HE SAID HE WILL CALL A LAWYER SINCE WE DONT WANT TO HELP HIM TOLD HIM I WAS NO LONGER ABLE TO ASSIST HIM AND RELEASED THE CALL.
  ***********************************************************************************************************************************
  ****************** ***** AGAIN, WE ADVISED HE NEEDS TO GET WITH WHOEVER INSTALLED IT, HE CLAIMS HE HIT HIMSELF IN THE HEAD SO HE CAN'T REMEMBER.

  7/28/2023************* ************** MR. ****** admitted to me he installed the unit himself. I updated SP, he also said that we s****ed him over.

  -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  The homeowner purchased the equipment directly and installed the equipment himself.  Revolv warranty policy guide clearly states, to be warranted, all HVAC equipment must be installed by a licensed HVAC technician. See attached warranty document.  

  This Revolv® equipment and/or accessories must be installed by a licensed or otherwise qualified dealer or contractor and must be installed in accordance with Revolv installation instructions and in compliance with local codes. Improper installation may endanger the occupants of the dwelling and
  may void the manufacturer’s warranty. 

  Unfortunately, the equipment no longer has warranty coverage as it was installed by Mr. ***** himself, who is not a licensed HVAC technician.  
  

  Mr. ***** continues to contact the warranty team, but there is little we can do to further assist him, other than provide servicecompanies in his area that may be able to assist him further.  
  
  
  
  

   

   

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purchased a hvac system in june 2022 from a company online hvac direct , i hired an licensed installer to put the unit in. the unit would not operate correctly so i called the company , they told him what to try, he did and it did not work, so in the mean time with me going back in forth for months with both style crest and hvac direct the original installer got covid , so i hired another co to try to get me some results. the service tech at style crest did nothing but bad mouth my initial installer to the second company, they said he installed it wrong and refused to make good on the warranty. the style crest service guy made this assumption over the phone. i did nothing wrong, i purchased it , they shipped it to me and it has never worked, i paid 5200 for the system and 2200 to get it installed, and 200 more for second co to come out and try to figure out what is wrong with it, they tried to work with style crest and got nowhere. the system has a one year labor warranty and 5 year parts warranty, as of this day 10/24/ i still have no heating and air, just 7000 dollars sittng here that will not work. and has not worked since they unloaded of the truck

  Business response

  10/27/2022

   Mr. ******** purchased the equipment on-line from HVAC Direct.  Style Crest does not sell on line or retail directly to homeowners.   Style Crest sold the equipment to our customer, Brock Air 5/26/2022.  Equipment was delivered to Mr. ******** on 5/27/2022. 
  
  7/28/2022 – IAQ HVAC called Style Crest to verify warranty coverage on equipment, spoke with ******.  As this was an on line purchase through HVAC Direct by the homeowner, our policy clearly states “Proof of installation” by licensed HVAC technician is required.  ****** requested this information from IAQ HVAC.  IAQ requested Proof was installation from Mr. ********. POI was provided to Style Crest on 8/22/2022 by Mr. ********, nearly a month after original request. 
  
  8/22/2022 - Mr. ******** provided a proof of installation by HVAC company - Lewis HVAC, with an installation date of 7/7/2022.  No serial numbers are provided on the installation invoice (see attached).  The invoice also indicated a repair was made at the time of initial installation.  Style Crest was not contacted at point of installation, did not provide any direction for repairs at time of installation; nor was any warranty claim filed for any repair.  
  
  8/25/2022 – IAQ reached back out to Style Crest regarding warranty coverage and if we had received the POI.  Aaron (tech support) spoke with IAQ – and explained our warranty policy guidelines and the process in which to follow when a warranty claim is to be filed. 
  
  10/25/2022 – complaint received from BBB
  
  10/27/2022 – to date, Style Crest is not aware of any warranty repairs performed on the equipment at Mr. ******** home.  The installing contractor/ Lewis HVAC will not return to home site due to being too busy.   IAQ, the service company Mr. ******** contacted directly, has not made repairs to equipment due to concerns of possible errors/ issues made at the time of original installation.  There have been no warranty claims provided to Style Crest for processing.  Style Crest is not denying any valid warranty, we are simply trying to find the root cause of why the equipment is not operating properly; at which point we may be able to determine if this issue is due to a manufacturing defect.
  
  It is recommended, Mr. ******** communicate with installing contractor/ Lewis HVAC for best resolution, Mr. ******** hired Lewis directly to perform the installation. Style Crest will honor, process and pay any and all valid warranty claims presented regarding the equipment Mr. ******** purchased on line from HVAC Direct.  Our warranty policy guide is attached for reference.
  

• Initial Complaint

  04/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In April 2020, we had our home resided using Stylecrest vinyl siding. By June of 2020, it was buckling. Multiple visits by the contractor and representatives from Stylecrest between December 2020 & February 2021 determined that it was a defect in the siding. Samples of siding were sent to Stylecrest and lost. Stylescrest initially said they would send us 10 squares of replacement siding, which is roughly one half of our home. We were not happy with this answer as our entire home is affected. A second sample was sent, and it was stated that because there were nails placed through the weep holes, that the entire warranty was voided. We refuted this claim, as nails were only placed in the very top piece of siding on the long walls. We confirmed with multiple contractors that these pieces must be secured to keep the siding on any long wall—on gable ends, this is not necessary, as the angle of the roof is enough to secure the siding. Every wall has several areas that were affected and no nails are present at all on the gable ends. We contacted a lawyer, who sent letters to Stylecrest. Stylecrest said they would send an engineer to personally evaluate our home. Several reschedules were made, but eventually communication halted. No attempts to communicate were made after September 2021. We are scheduled to have our home resided in the spring or early summer 2022. At our own cost.

  Business response

  04/26/2022

  Style Crest is continuing to work with the homeowner to reach an equitable resolution to the customer complaint.  

  Customer response

  04/26/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  No attempt at communication has been made by either party since September 19, 2021. On this day, a Mr. Steve ******* apologized for not showing up for the second “scheduled” week to evaluate our home. No further attempt was made to reschedule by Mr. ******* OR ****/******** *******. 

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

  Business response

  05/12/2022

  Upon review of product returned, a site inspection is scheduled with ********* ******* on May 13th apx 3:30pm.  After site visit, further details will be submitted. 

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/7/21 we closed on a mobile home. On 8/13/21 Stylecrest gathered up our measurements and sent out two workers to install it on 8/24/21. They were short on skirting and stated they would be back in a week.We have made several calls trying to get them to finish it. We have left messages for them to return our calls. They have had several months to finish this job and has refused.Our property is in a wooded area and this is a priority for us.

  Business response

  03/07/2022

  I worked directly with ***** ***** regarding her unfortunate situation for the skirting installation.  There was a variety of miscommunication and misunderstanding regarding some time frames of the work to be completed.  Including a time frame  when material was a no stock situation.  After a few emails with *****, we have reached a resolution in which she is happy. I will be completing that transaction with her this week.  The home is now completely skirting with the material she had ordered with the purchase of the home.   

   

  If there is anything further you need from me, please advise.

   

  Thank you

  Customer response

  03/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩