ComplaintsforModern Heating & Cooling
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Problems with the installation/equipment of your installed new HVAC system began the first day of the installation2/28/23 and continue with a cycle of repeated defects and operating problems. You even installed a lesser furnace and only after we brought it to your attention after install; you stated your quotes/contract were a typo. Further, your company was not authorized to replace our more efficient larger custom efficient plenum with its trunk and branch system and manual dampers with a non custom junction box style with no manual dampers. I never had a problem when General Heating, now ******, installed and the service of our old HVAC system for numerous years. General Heating created the phlegm with its trunk and branch system and dampers specifically for the house at [], that kept the zoning that the house was designed for. The new system is supposed to be more efficient than our old system and according to our bills and the system itself; it is at least 20% less efficient. Weve exchanged numerous telephone calls and emails. The first and second controllers installed were defective. It appears that the third controller is also defective. Your company has been out to service numerous times and you even arranged phone conference and meeting, including the Carrier Representative. We have requested a fully detailed account of each service call - and all you have provided where employee time sheets. It is beyond any reasonable doubt, that Modern Heating has no intention of providing a properly working system that is balanced, fulfilling their legal obligations under their own specified quote, I demand that MH Remove its defective and faulty equipment with the coordination of another HVAC company Return the full payment of $18,800.00; in, with additional sums to be determined to reinstall a proper comparable trunk branch style plenum with manual dampers of our old system.Business response
01/26/2024
January 26,2024
Good Morning **** and ***,
I hope you made it through the cold weather all right. We have not heard back from you since you had to cancel our appointment on 1/17/2024, we had the Carrier distributors service manager scheduled from *** on that day and wondering if we can still make this appointment work. There are many email trails with this project so I will give a brief scope to date.
Install date was 2/28/2023 through 3/2/2023 we have also been back the following dates listed below.
3/9/2023 found heat pump lock temperature set to NONE when we had it set to lock out at 20 degrees. We also found airflow parameters had been lowered for heat pump and gas heat to the Comfort setting instead of *** where we left it upon start up to get the proper temperature rise through the unit. These parameters are part of the advanced set up and can only be changed at the control itself.
3/27/2023 We came and replaced the control to alleviate any questions and did complete commissioning of the system again putting the heat pump lock out at 20 degrees and the air flows to *** in correlation to the temperature rise at all stages of heat and the duct assessment done upon commissioning the new control. See Attached pictures of control indicating lockout temperatures changed to None
6/1/2023 We came to site with *** service technician ********** and upon arrival we notice the parameters changed again to what was observed on 3/9/2024. We changed them back to what we had figured on startup. We also did a full start up and refrigeration check at this time as the weather was warm enough at this time. All checked out with in operating parameters. **** sent an email on 6/8/2024 with second start up sheet. Please see attached findings from ************** Rep
7/21/2023 We came to site and replaced the Infinity control again going through the entire commissioning and duct assessment again setting parameters to exactly what had been done on all the other startups. We also moved the Aprilaire Humidifier to a new location on the system per your request.
10/3/2023 Visit from ********** of *** (Carrier distributor) and another Carrier dealer, we were told that the heat pump lockout temperature was again set back to None or no lockout it was changed back to 20 degrees as correct balance point. At this time, it was stated that the system checked out fine and install was correct. Please see attached findings from ************** Rep.
11/27/2023Technician again came to go through the system and again found HP lockout set to NONE. Please see attached.
To summarize the first part of this email, by changing parameters that we have set most notably affects the efficiency and creates nuisance error messages to be sent to customer. We have requested that you register us to the new Carrier Portal so we can observe what your system is doing real time, this will also allow our distributors service manager to look at the system as well and he will be able to relay any anomalies he may see to Carrier, we believe this is crucial moving forward, but have not seen your system appear on the portal yet. As far as usage, the higher KWH in March, April, and May of 2023 reflect the heat pump using 100% electric to heat the house. As far as the comparison in the summer months it is easy to blame the new condensing unit, but the **** rating of the new unit does not reflect that. There could be all sorts of variables that changed in the two year span. Besides the heat pump, what has changed electrically at the house, new dehumidifier, ** grow lights, when was the ** bulb placed on the system, have the set points changed due to higher efficiency, etc...
Now to address the new supply plenum that we fabricated and installed on the new furnace/evaporator coil. The old out of date plenum had volume dampers right above the evaporator coil which is not common practice in todays industry. It would adversely affect the system performance and temperature rise. We offered to come and put volume dampers in each of the three main supply trunklines once the came off the main supply plenum, this was offered by **** in the June 8th email. I personally offered at this time to install a Carrier Infinity 3 zone system at cost only to you to have even better control of the house than just adding manual volume dampers, this would have been a totally automated zone system with three separate controls. Neither the manual dampers nor the Infinity zone system were ever installed and we still have the manual dampers here in our fabrication shop and are more than willing to install those, please see attached. I have also attached the findings of *** on their visit with us and the other Carrier dealer which recommends the automated zoning system that I offered at cost. In your review to the BBB you mentioned you "gave the (2) installers 200$ tip in advance to do a good job, helped significantly during the install (help move/balance outside unit, help run coolant lines, help support/attach ductwork, remove material" if this is the case, why wasn't something said at the time of demo regarding your older out of date "branch box" or supply plenum?
Regarding the efficiency rating of the Carrier Infinity furnace, please see attached brochure with rating up to ****%. The efficiency does vary depending on size of the Infinity furnace, from lower 97% to the ****% listed. The 100MBTU model installed in your house rates in the low to mid 97% AFUE, but all Infinity furnaces qualify by the ********** of ****** standards for ****** Star 6:1 and the *** 1 North rating which allows them to qualify for the $1,300.00 rebate from Focus on ****** and up to $2,600.00 for the new Federal Tax credit. I hope you were able to take advantage of both of these rebates as it is testimony to the efficiency of your equipment.
To summarize, I have been at the same company now for 34 years and strive on customer satisfaction. I apologize if you feel you have not received that, but also see many determining factors to the end result. We have made 6 extra trips since install,replaced the control twice and heard that you did get a second opinion for another reputable Carrier dealer who was also accompanied by the *** service technician. We want to most definitely put this issue in the past for your satisfaction and are willing to come add the manual volume dampers and do a total air balance of the house using our anemometer, we can also go through a third start up/commissioning of the system.
We will be responding to your complaint with the BBB as well.
Please let us know about the dampers and any other thoughts you have.
Thanks for your patience regarding this issue and stay safe,
*****
*****************************
OWNER PROJECT MANAGER
MODERN HEATING &COOLING
O: ************
C: ************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
10050 US Highway 14
Black Earth, WI 53515-9550
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.