ComplaintsforRite Temperature Heating, Inc.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired this company to install a new condenser on a DIY mini split system. We have all the supplies. They commenced the work but haven’t returned any calls or reached out to us since running into some problems which made the job a little harder. That said, we have everything we need to fix it!!! They just need to reach out and make the time to do it. Now we have a totally disabled system which cannot be run until the lines are repaired and the system energized. There have been some snags and issues to deal with during the installation, but the total lack of communication for two weeks is not acceptable. I was told we’d either have a plan to resolve this or a recommendation of another company on or around the 5th of Jun. that has not occurred. I need them to step up, call me, and help bring this to a close.

  Business response

  06/27/2023

  To Whom It May Concern,

  Mr. ***** called to have us come look at a mini-split that quit working. The unit was less than a year old and we suggest he called the original installer to come back and fix it. That way Mr. ***** could save some money due to it being under warranty with parts and labor. He informed us calling the original installer wasn't an option. 

  We asked him the brand name of the unit and found we couldn't get parts for that specific brand at any of our distributors. Mr. ***** told us he would reach out to the manufacturer. He called us back and let us know that they were sending him the parts to replace the unit. We agreed to a verbal price for a swap out, given he got all the parts needed to complete the job.

  The installer went over to replace the parts on the mini split that Mr. ***** received from the manufacturer.  The problem the installer ran into was the old bracket was to small to fit the unit. The manufacturer told Mr. ***** they only have 1 size bracket. Unfortunately, the old bracket wasn't going to work due to being to small. The installer thought he might be able to find something to get it towork at a local hardware store. Unfortunately, he was unable to find anything to make it work due to being an odd ball size. 

  We advised Mr. ***** the only other option for us to get it to work would be to move the unit and that meant the line set would have to be cut out of the drywall. Mr. ***** did not want to go that route. 

  We tried to get the unit swapped out but due to the old bracket being to small and being unable to find anything to make it work, we were out of options. We didn't charge Mr. ***** anything for the time we spent trying to switch out the units. We came up with the only solution we could think of to make it work but Mr. ***** did not want to go that route. The installer suggested calling another company that works specifically with mini splits. 

  This was suppose to be a simple swap out of 3 parts with the customer getting all the correct parts from the manufacturer. We advised him on the 1st phone call we couldn't get parts for that specific brand. 

  We tried to help Mr. ***** out but due to the bracket not being the correct size, we were unable to swap the unit out. We tried to come up with a resolution to get it working for him, but he didn't want to move the unit which required cutting the drywall to get the line set out. 

  Customer response

  08/06/2023

  Hello!

  I still wish for the company to call me and discuss this. I also wish for the company to follow through on resolving the work. They’ve already evacuated the system and cut the existing lines so NOTHING can be done until the lines are repaired.
  

  We have other options to resolve this rather than using the bracket, including one option which was discussed with the company before they stopped responding to my messages. We agreed that instead of installing the unit on a bracket that we would use a plastic pad with feet. I explicitly accepted this resolution directly with them. They never returned my calls after I suggested we replace the lines (which I have ready and waiting). 

  Please note that in their response to me they explain that they suggested we also relocate the unit. I am open to that but I was not presented the option. This is why I believe that they have lingering communication issues between themselves at the company.

  I AM open to opening up the drywall. I was not asked if I was. They think they did ask me but did not. I AM open to relocating the unit. They think they asked me. They did not. I AM open to using the plastic pad. I told them this already! The LAST communication I received was from Bob who told me he just needed to coordinate a time with Brent where he would be available to help with replacing the lines since he had trouble finding the right fitting. That was a Friday. He told me he’d call me on Monday and he never did.

  To summarize, we are okay using the pad like they suggested.

  Thank you,

  ****

  Business response

  10/13/2023

  10.13.2023 Per business call to BBB they are working to get the situation resolved.

  Customer response

  11/16/2023

  The company has responded and resolved the issue satisfactorily.

• Initial Complaint

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Goodman furnace and central air unit from them 2 years ago. Both have a 10 year warranty on them. Tuesday 3/8/22 the furnace stopped working. It was blowing out cold air conditioning like air. The tech came out and replaced the flame sensor. Thursday morning woke up and the same issue occurred. Thursday 3/10/22 they came back out and replaced a switch they said had went bad. Friday morning woke up and it was the same thing - cold air again. They came back out with the owner 3/11/22 and replaced the bower motor and the switch again. Friday evening 3/10/22 around 10pm the furnace quit working again. Called and the owner came out this afternoon 3/12/22 and replaced another switch. The owner was gone an hour to hour and a half and the furnace quit again. I called back and the owner will not come back out until Monday 3/14/22. It is freezing outside and in the house. I have children, my youngest being 2. We need heat. Since they can't seem to figure out what is wrong, they need to replace the furnace. It is still under warranty.

  Business response

  03/21/2022

  We apologize that it took several trips to get this issue resolved. Every time the customer called the office number, we sent someone out there to look at the furnace.

  
  

  The issue was the furnace was overheating and shutting down. Which can mimic several different reasons as to why it would overheat. We have to start at the top and go through the possible reasons and then the solutions to fixing the problem. Each visit, we were able to get the furnace back up and running. We would also check by running several cycles to ensure the furnace would fire back up and work before leaving. Unfortunately, it would only last a few days at most. When we would get called, someone always came out that day.

  
  

  The issue in the end was the sump pump was backing up into the condensation line and was blocking the water from draining from the furnace.  Which was causing the furnace to shut down and not run.

  
  

  After draining the line, the customer hasn't called back having any more problems with the furnace. The furnace is good, just their sump pump backed up the line and the furnace couldn’t drain.We suggested to Mrs. ***** to look into getting a condensation pump installed so that the sump pump wouldn’t back up the line again.

  
  

  Please feel free to reach out with any more questions or concerns.

  
  

  ###-###-####.

  
  

  Sincerely,

  
  

  Brent M*****

  
  

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