ComplaintsforC & C Heating & Air Conditioning Company, Incorporated

• Initial Complaint

  03/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract for this business to implement a 9-unit mini-split ductless system for $29166.00 and the units have not worked properly since being installed. The company is nearly unresponsive as far as answering any status updates or resolution plans. The products are under warranty and the service is as well, however we still do not have a working system. Additionally, because the system isn't working as intended, our electric bill is being overinflated and quite expensive. Finally, the company has yet to process our rebates as promised.

  Business response

  04/11/2023

                                             C&C-BETTER BUSINESS BUREAU RESPONSE
  
      Thanks for allowing C&C Heating and Air Conditioning to respond to the complaint received by the better business bureau and sent to C&C on Wednesday March 29th, 2023.  As of today Friday April 7th, 2023, C&C Heating & Air is still actively working with our employee team, **** technical support, and the customer themselves to address the concerns at *** *** ******** **. Schwenksville PA, regarding the installation of a multi-Zone ductless system that occurred on October 10th, 2022. The system currently is functioning fully as sold which is an AC system with a heat source as a secondary option. In regards to the direct complaints in the letter C&C has stood by the installation and has been responsive to any customer issue and has visited the home on 8 separate occasions, response time has been 1-2 days of the call to our office. The last visit on Friday March 31st included a **** field Service Tech, a C&C service tech, a C&C Sales rep, C&C’s Service manager and C&C’s general manager.  We acknowledge the system does have a valid warranty and as a result the customer has not been charged for any return trips or repairs. Regarding the customer’s energy bill, prior to the installation of the system, the customer was using an oil forced air furnace to heat the home, so an increase in the electric bill is expected as a result of adding a multi-zone electric system to the 180-year-old home. The claim that the electric bill is overinflated is hard to gauge with no previous reference point.  Regarding the rebate, the system did not qualify as originally proposed so it was unable to be processed, so C&C will send customer a check in the amount of the rebate instead. In closing C&C prides itself on customer service and resolving customer issues when they arise, and 50 Years in business is a testimony to that service. C&C has done and is doing everything within our control to rectify this customer’s concerns and issues.  After hearing recommendations from **** support C&C management will have another follow up with the customer to speak on a final resolution.  We expect the communication back to the customer to be by Friday April 14th 2023.  Thanks again for the opportunity to respond.  
  

  Customer response

  04/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I don't believe C&C Heating & Air Conditioning was honest with what they sold us regarding the functionality of the products.  They did not make best practice recommendations and did not advise us on potential issues we may face with these products.  We were very clear up front with what we were trying to accomplish.  As a certified dealer of **** products, customers rely on them to design a system that will meet their needs and to discuss any risks that may cause that system to work improperly or inefficiently.  Neither of these were done prior to contract signature.  I feel they are being dishonest and are unqualified.  To add insult to injury, they are now accusing us of lying about issues related to functionality.  This matter is not resolved.
  

  Regards,
  
  *****************

  Business response

  05/05/2023

  **. ***** ***************
  
  In response to your letter to the Better Business Bureau, I would like to make the following statement.
  
  We have been in this business for over 50 years, which means, 50 years of experience, 50 years of trusted customers and 50 years of expert service and installation.
  
  We installed your system as clearly stated on your proposal.   We tested the system and it works perfectly.   We had the Engineers from York out to your home to check your system.   It is working exactly as it was intended to work.
  Your will have many years and enjoyment from this Air Conditioning system.
  In the winter you can continue to enjoy the supplemental heat that comes from your ductless system.  In the colder months you will need to run the oil heater.   This will give you the best performance from all of your heating sources, (wood burner, oil furnace ductless heat pup) once you have INSULATED the home properly as discussed on many occasions with the C & C Comfort Advisor.   
  I sincerely hope this will answer your questions.  
  This system is working as it was intended.  
  Sincerely, 

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