Ideal Air Heating & Cooling, Inc.

Revdex.com:
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
I do not accept this response because IdealAir is not being forthright or honest in their response The air exchanger did fail and we called them to replace it immediately. We also called them to replace our furnace which he fails to mentionIt's apparent that the air exchanger failed prematurely because it was operating at 100% and failed due to this overtime use. Please remember that Ideal Air installed the furnace and air exchanger and ventilation and has been the ONLY company to service it.I would also point out the fact that Ideal did not charge us for the last visits where they found and fixed their mistake. Unfortunately now I realize that they were merely shoving their mistake under the rug.I would also point to the fact that we had three companies come to estimate repairing the windows and all three confirmed that the damage is a result of poor ventilation and condensation. In fact, the reason we called Ideal Air the last time (when they finally found and fixed their mistake) was because the company said they didnt want to complete the repairs until the problem was fixed. I would think that should also be considered. I can speak to the contractors to see if they are willing to testify to this fact.Doing the right thing and turning this into their insurance is a small thing that my insurance agent said would be the right thing for them to doI can only hope that they will reconsider this short sighted response.*** ***

Response to your letter dated 10/for 10# ***.In regards to their comments we are being as honest as possiblewith thousands of customers all we cando Is go by our service records in our computerit is too hard to remember years backThe point I findhard to believe Is If there was a problem from the start why did they wait years to get to this pOintIf wedid not charge for some of the first visits it was because the system was under warranty but the notesconcerning this would make It Into our computer system.We work very hard and do not keep a good reputation by sweeping things under the rugAs far athecomment that ., failed to mention' on replacing the furnace, I didn't feel that this was Important In thismatter and for the record the furnace was replaced because the original furnace manufacture had a partthat failed on the furnace that was no longer availableSo any customer that was affected by this wasoffered a set dollar amount for a new systemI am not sure how they think this ties In but as I mentionedall of our service records are available If they want to see them.As I addressed in my previous letter, moisture control in new homes now days is always an issuebecause homes are built so tightIt requires the home owner to constantly monitor the levels In Winter toavoid damageTen years of system use Is a long time to have a problem and expect another company toJust -tum it Into their Insurance company"There Is too much grey area on how the system was .maintained and usedAgain I want to point out that any time one of our techs were there and documentedthe levels they were nonnalWindow manufacturers are always quick to push the blame to the HVAC guyand that Is why our people take moisture readings when on site to make sure it Is at acceptable levels, asshown in some of our first service notesWe can do nothing about poor window performance and after ayear time period I can only go by what exists In our service records in our

I think she is going in circles with this. Regarding her #bullet point from this letter says she
demanded a new thermostat. If I am
reading correctly, the letter we sent states the general contractor requested we change it, not her.We try and treat every customer’s home as we would our own
and we had several service techs all come up with the same conclusion. We balance a home as much as necessary when
the home is complete, but they all need to be tailored to the individual usage
of the home to some extent. I just find
it strange that the other hvac contractor that satisfied her called the builder
and told him they did not have to change anything and that our guys did a great
job. She chose the two zone system and it did not satisfy her
needs, so we installed a three zone system to get her to where she wanted to
be. There are a lot of things that affect the temperature and
balance in the home (Solar gain thru windows from the sun, cooking, lights,
appliances, and etc.) We employee some
of the best service techs in our industry and have built a good reputation in
years and have thousands of satisfied customers, both residentially and
commercially.Unfortunately, I am sad to say that I do not think we will
ever be able to satisfy this customer no matter how hard we try

In response to complaint ***Idealair Heating and Cooling went beyond their responsibility in resolving this issue with *** ***Acontract was signed with the builder for a 2-zone system and that is what we installedUpon receiving aproposal from a general contractor we quote the
specifications we are givenWe let the generalcontractor know that we are more than willing to meet with the home owner to review their needs, butthis rarely happensHome owners work directly with the general contractors and not thesubcontractors.When the home was completed we had installed what was purchasedAfter the house was completed,we returned a few times at no charge to balance out the systemThe home owner then contacted thegeneral contractor and Idealair with her concerns that the sunroom was not keeping the temperatureshe had set We then sent our technical sales person to address her complaintsShe insisted herthermostat was not working because the house was not keeping the temperature at what she set it at.We replaced the thermostat at no charge at her requestIt was determined that she would need anadditional zone to be able to control the heat the way she wantedThe price for Installing thatthird zone would have been around $and we charged her $(If she would have installedthe zone system originally she would still have to have paid approximately this amount.)We were again called back because she still had an Issue that the temperature was not keeping to whatshe had set her thermostat atShe had set the living room thermostat at SO (from 70) and it was notdropping down to that temperatureWe sent our technical sales person over and he explained that ahouse will not drop to that temperature overnight, especially new homes with the way they insulate thenew homesYou will have a hard time keeping one room at degrees and all others at Afterexplaining how the thermostat works and how the temperature will correspond to the thermostat, wethe", sent our service man over again to the house to check dampers again because the house was notkeeping the temperatures as she wantedShe then called back again stating she had a hot odor smelland she felt it may hurt her petsWe used a metal tape to seal her damper and advised that the smellwould subside in a day or so.After talking to the general contractor again with her concerns they decided to have another heatingcompany check out her systemAs per the general contractor and the new heating company thingswere installed and functioning correctlyShe stated that they adjusted the dampers with the newheating companyBasically, she wanted us to pay for the 3,d zone, even though that was not what sheand her builder requested.In conclusion, we feel that we went over and above trying to resolve her IssuesWe did not charge herfor our calls to come and address her concerns (at least times)We only charged her for Installation ofthe third zone, which she would have had to pay for anyway if it was on the original bidWe went out ofour way to help her understand how the temperature will respond to the thermostatThis issue stemsfrom not having us install the 3rd zone originallyMost builders send the specs to the subcontractorsand we bid as they requestWe are always available to meet with the home owner

I am writing
in regard to the response to claim number [redacted] I received from IdealAir
(date  of 4/6/15 typed at the end of the
response). I don’t know what to say other than this is an inaccurate recount of
what occurred. First, the thermostat was NEVER in questions until AFTER the
third zone was put in (12/29/14) and I was no longer able to regulate the
temperature in the better part of my home. After installation of the third zone
IdealAir was simply grasping at straws when they replaced the thermostat
regulating my kitchen, dining area, master bedroom, bathroom and laundry
because the manager I had been speaking with told me that the temp on the
thermostat and the temp it actually reads in the room should be within a couple
of degrees of each other. It was more than 20 degrees off at times.**The reason
IdealAir was called initially was because the family room was NOT cooling. The
first time their tech came was 9/17/2014, 3 ½ months BEFORE the thermostat ever
became an issue. He adjusted the vents. This did not resolve the issue. **Their
technical sales person came over to check the dampers on 1/20/15, 
(installation of 3rd zone 12/29/14) but first changed the thermostat out. They
came up with that one all by themselves…probably because of the huge discrepancy
in temps they were unable to explain.**Pricing quoted by the manager of
IdealAir was marked on my calendar during our conversation - $1,500 was the
price he quoted I would have been charged if the zone had been installed at the
time of building and $1,300 cost. He said he would charge me cost for the zone
including 2 men at 1+ days. **The general contractor I hired to represent me
during the building process was NOT in agreement with contacting another
heating and cooling company. He accused me of putting him in the middle and
refused to attend when I had the other company come.**IdealAir gives me waaaay
to much credit. I did not ask for the system that got installed in my home. As
explained in my original complaint, my father wanted to be able to control the
heating and cooling in his side of the house so a second zone was requested.
Other than that, I relied on the building contractor and heating and cooling
company he hired to make the best decisions on my behalf which to me means the
WHOLE house should heat and cool, not just certain rooms. Again, I don’t know
if this was an oversight or a mistake….and I really don’t care what it
was.**Not even my request is stated accurately. I stated I do not feel I should
be solely financially responsible for this oversight/mistake. I hired licensed
people – contractor and subcontractor hired on my behalf by the contractor - to
make decision for me on things I don’t know anything about. [redacted]Let’s take a look at Wisconsin’s Department of Safety and Professional
Services Heating and Cooling code, in particular Heating, Ventilating and Air
Conditioning Chapter SPS 323.18 (2) FINAL TEST REQUIRED. The installer (I
believe that is IdealAir) shall test and balance every heating, ventilating and
air conditioning system.[redacted] Apparently, this final test was NEVER DONE at my
new home or I would have had heating and cooling throughout my home, including
my family room. My home was clearly never balanced or I would not have had the
issues I had. I will say it again, there was no heating or cooling in this
room. Vents ran into the room, but little to no air ran through the vents
whether the French doors were opened or not.  It had nothing to do with the thermostat. That only came at issue after
the third zone was put in and it somehow got messed up. If the system was, in
fact balanced, there would have been no need for IdealAir’s recommendation of a
third zone because when IdealAir came to my home they would have found another
explanation for what was happening.

In response to the letter you sent dated 10/01114 for 10# [redacted] at [redacted], we didreceive a call from the home owner and we reviewed the service records that were done on this home.We have detailed records from our service department showing all calls and none showed extremely...

highmoisture levels or repeatedly returning as described in their letter.There was a can on 12123/07 that showed a motor failed but not knowing how long that motor was outwould have a big Impact because that is what does all the ventilation. I am not sure what they referred toas something not being installed right because we have nothing in our notes and none of our servicetachs remember that same conversation, maybe they misunderstood something that was said.It seems a little extreme to ask someone to refinish windows on a 10 year old home even under the bestconditions and if the wood windows require refinishing that could be from sun damage alone.There are too many things that can contribute to the furnace/ventilation system not working properly ifthey don't maintain their system:o What they set humidity level ato Old they regularly clean their filters and core on air exchangero Old they keep intake and exhaust screens clean on outside of homeAfter revieWing our records they only show a few calls in a 10 year period Which is not propermaintenance for a system like theirs, we can provide a copy of our ~rvice records if you would needthem.Sincerely,~~

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
In response to [redacted]
Ideal Air totally misses the point. All zones are currently
working, no thanks to them. Again, that makes me a happy customer, no thanks to
Ideal Air.
I did not choose a 2 zone system. I hired a licensed
dwelling contractor and he was supposed to have hired a licensed heating and
cooling person/company to determine what the best system was for my home. It
has become very apparent to me that Ideal Air does not do what is right for the
customer; they simply follow the general contractor’s orders. I would think
that is a very poor business practice.
My father requested he be able to control the heating and
cooling in his portion of the home. I guess from that perspective, a second
zone was requested, but we were certainly open to whatever it took to make an
optimal system for our new home. I surely never said, “Gee, I want a new home
and I want the whole thing to heat and cool except my family room.” Don’t be
ridiculous and that is what this is becoming.
Let’s just call this what it is – you took advantage of me
and sadly, I think you know it.
No response necessary.
[ To assist us in bringing this matter to a close, we would like to know your view on the matter.] 
Regards,
[redacted]

Review: *I contacted the builder of my home advising him my family room was neither cooling nor heating appropriately. He asked me to check the vents. The builder took no further action. *After a number of discussions with the builder, I contacted the heating/cooling company who did the job at my new home. IdealAir sent a tech over Sept 17, 2014. They checked air flow in the vents in the family room and adjusted vents throughout the home. This did not resolve the problem. *After further discussion with the builder I contacted IdealAir to have someone come out and further evaluate what was going on. It was scheduled for Oct 24, 2014. The manager of IdealAir cancelled my appointment and was extremely rude and unprofessional to me. During my conversation with the manager he did, however, advise me the builder I have, and many others, do NOT allow them to talk with their customers. I told him I didn’t know anything about that and would have welcomed a conversation. A tech was sent over to further evaluate the situation Nov 26, 2014. *On Thurs, the following week, I still hadn’t heard anything from either IdealAir or the builder with final recommendations, so I called IdealAir. I was advised they recommend the family room have its own zone at an additional expense to me. They told me the system I got installed in my home is what I ordered. That simply isn’t true. In a meeting with the builder, my father and I, my father requested a 2nd zone in his portion of the home so he could control his own heating and cooling. We got that, but everything else was based on builder and heating/cooling company recommendation. There was no further discussion of specifics regarding the heating/cooling system other than location of the air conditioner and furnace. *I emailed the builder and inquired how this could have been missed. This is a rather large add on expense and the financing for my home was already in place. I expressed concern to the builder that I would now be getting a make shift job rather than a heating/cooling system that was well thought out, designed and installed right in the first place. The builder attributed the problems to the fact that I keep the French doors to this room closed and he recommended I open them. I have many animals so I keep the doors closed. This was discussed many times during my building project. No surprises. **The bottom line is, whether the French doors were open or not, very little air, hot or cold, came into the two vents that ran into the family room, which is what IdealAir’s tech found when he evaluated the air flow coming through the vents….so there was still something fundamentally wrong with the design of this heating/cooling system right from the beginning.[redacted]I scheduled and paid for the new zone that was put in the week after Christmas 2014 as the room was NOT useable as it was. *The new zone worked great, but the zone that covered the main portion of my home (living room, dining area, kitchen, laundry, bathroom and bedroom) no longer worked. I could set the temp at 50 degrees on the thermostat and the temperature that registered on the thermostat in that zone would go in the opposite direction – up to 74 degrees at times. *IdealAir came back a total of 5 times after initial installation. They added electrical work and dampers, changed the thermostat, replaced a damper that wasn’t working correctly, but were unable to resolve the problem. *I called IdealAir with data THEY ASKED ME TO COLLECT on temps set on the thermostat and temps that registered on thermostat over the next week. When I called to give them the data THEY ASKED ME TO COLLECT, again, the manager treated me rudely and unprofessionally. I told him this was going to end up being resolved legally. *I requested assistance from the builder, only to be accused of wanting another zone in my home and he claimed I was putting him in the middle. That is ridiculous! It was simply the recommendation of the heating/cooling company he contracted with and endorses. *I had another heating and cooling company come in to look at my system. I asked the builder to be present, but he refused. Their representative reiterated what the manager from IdealAir told me the first time I spoke with him, communication with the customer regarding how the home was to be used was key to installing a system that meets customer needs. This individual checked all dampers to be sure they were working the way they were supposed to be, educated me in how the dampers work and what I could expect from my system. We worked together to adjust some of the vents. The entire house is now comfortably heating properly. *The added zone should have been a part of what the builder recommended in the planning phases of my project. This is a new home and I do not feel that it should have taken an outside source (not the builder or his contracted heating/cooling company) to resolve the final heating issue related to the thermostat - set in the 50 s and the room temperature rising into the 70 s. This individual from the other heating and cooling company possibly got something moving that was stuck or tweaked the vents just right. I really don’t know what made the difference. *I spoke with a second heating and cooling company. He also stressed the importance of communication. He felt that since the builder was aware that the doors were to be closed to keep the animals out, I should have, at the very least, been educated on the consequences of not putting a separate zone in that room. *I don’t think it is unreasonable to think that when you have a home built, the WHOLE home will heat and cool. This situation is truly a builder and heating/cooling company issue. It became very apparent to me when the manager I spoke with from IdealAir said he was not allowed to talk to the builder’s customers. The issue became even more obvious when the two of them tried to convince me that this huge discrepancy between the temp the thermostat was set at and the temp it read was OK. I should have never allowed myself to be put in the middle. If handled appropriately between the builder and his heating/cooling company maybe this would never have become a BIG ISSUE. *It should also be noted that I requested documentation of my service calls from IdealAir three weeks ago now, was told they would be sent to me by a customer service rep at IdealAir and I still have not received them.Desired Settlement: I do not feel I should be solely responsible for the new zone that had to be added. All was thoroughly discussed with the builder. I don't know if the builder did or did not communicate how my home was going to be used to the heating/cooling company. I find it unacceptable that the heating/cooling company would be willing to do a job based on what a builder told them to do without knowing customer needs; that's going in blind. Whatever the situation, I believe there was an oversight or a mistake was made. There were 2 runs going into the family room, however, little air flow through them whether the doors were opened or closed, thus the recommendation of an additional zone. The bill itself is also an interesting situation. I was told by the manager I had been talking with, 2 guys would come to my home and it would take a day and possibly a little into a second day to complete this job. That is what I planned for over my vacation. I made no plans and was prepared to stay at home. When the 2 guys left well before noon on the first day. I inquired why they were leaving so early. They said they were done. I couldn't believe it. I spoke with the manager at IdealAir later that day and asked him how much I owed. He said he hadn't figured it out yet. I figured it couldn't have been that much for the short time his guys were there and with minimal new fittings used (a big elbow with an air flow meter attached and a thermostat). I was quoted a worst case scenario of $1500, but was told by the manager of IdealAir they would only charge me cost so it may be more like $1300. This first visit took 2 men less than half the time estimated and I get billed $1275, only $25 less than what the cost was estimated to be for 2 men at 1+ days. On IdealAir's bill, which was presented to me on the 1/5/15 service call it states "install ductwork for 3rd zone in sun room install date 12/29/14. No other days were being billed for install." Please rest assured, I have paid for all of the service calls after installation which just isn't fair, besides the fact that the bill was presented to me several service calls after initial installation. His technician told me the first group of guys was supposed to have given me the bill but they forgot. I didn't want to get confrontational with the technician because I'm sure he was just the messenger, but I casually told him he didn't need to be untruthful with me because I asked the manager for the bill after the first group of guys left and he said he hadn't figured it out yet, so the first group of guys couldn't have possibly presented the bill to me. And besides, the bill is dated 1/5/15, the 3rd or 4th service call after initial installation.

Business

Response:

In response to complaint [redacted]Idealair Heating and Cooling went beyond their responsibility in resolving this issue with [redacted]. Acontract was signed with the builder for a 2-zone system and that is what we installed. Upon receiving aproposal from a general contractor we quote the specifications we are given. We let the generalcontractor know that we are more than willing to meet with the home owner to review their needs, butthis rarely happens. Home owners work directly with the general contractors and not thesubcontractors.When the home was completed we had installed what was purchased. After the house was completed,we returned a few times at no charge to balance out the system. The home owner then contacted thegeneral contractor and Idealair with her concerns that the sunroom was not keeping the temperatureshe had set We then sent our technical sales person to address her complaints. She insisted herthermostat was not working because the house was not keeping the temperature at what she set it at.We replaced the thermostat at no charge at her request. It was determined that she would need anadditional zone to be able to control the heat the way she wanted. The normal price for Installing thatthird zone would have been around $1800.00 and we charged her $1275.00. (If she would have installedthe 3 zone system originally she would still have to have paid approximately this amount.)We were again called back because she still had an Issue that the temperature was not keeping to whatshe had set her thermostat at. She had set the living room thermostat at SO (from 70) and it was notdropping down to that temperature. We sent our technical sales person over and he explained that ahouse will not drop to that temperature overnight, especially new homes with the way they insulate thenew homes. You will have a hard time keeping one room at 50 degrees and all others at 70. Afterexplaining how the thermostat works and how the temperature will correspond to the thermostat, wethe", sent our service man over again to the house to check dampers again because the house was notkeeping the temperatures as she wanted. She then called back again stating she had a hot odor smelland she felt it may hurt her pets. We used a metal tape to seal her damper and advised that the smellwould subside in a day or so.After talking to the general contractor again with her concerns they decided to have another heatingcompany check out her system. As per the general contractor and the new heating company thingswere installed and functioning correctly. She stated that they adjusted the dampers with the newheating company. Basically, she wanted us to pay for the 3,d zone, even though that was not what sheand her builder requested.In conclusion, we feel that we went over and above trying to resolve her Issues. We did not charge herfor our calls to come and address her concerns (at least 4 times). We only charged her for Installation ofthe third zone, which she would have had to pay for anyway if it was on the original bid. We went out ofour way to help her understand how the temperature will respond to the thermostat. This issue stemsfrom not having us install the 3rd zone originally. Most builders send the specs to the subcontractorsand we bid as they request. We are always available to meet with the home owner.

Consumer

Response:

I am writing

in regard to the response to claim number [redacted] I received from IdealAir

(date of 4/6/15 typed at the end of the

response). I don’t know what to say other than this is an inaccurate recount of

what occurred. First, the thermostat was NEVER in questions until AFTER the

third zone was put in (12/29/14) and I was no longer able to regulate the

temperature in the better part of my home. After installation of the third zone

IdealAir was simply grasping at straws when they replaced the thermostat

regulating my kitchen, dining area, master bedroom, bathroom and laundry

because the manager I had been speaking with told me that the temp on the

thermostat and the temp it actually reads in the room should be within a couple

of degrees of each other. It was more than 20 degrees off at times.**The reason

IdealAir was called initially was because the family room was NOT cooling. The

first time their tech came was 9/17/2014, 3 ½ months BEFORE the thermostat ever

became an issue. He adjusted the vents. This did not resolve the issue. **Their

technical sales person came over to check the dampers on 1/20/15,

(installation of 3rd zone 12/29/14) but first changed the thermostat out. They

came up with that one all by themselves…probably because of the huge discrepancy

in temps they were unable to explain.**Pricing quoted by the manager of

IdealAir was marked on my calendar during our conversation - $1,500 was the

price he quoted I would have been charged if the zone had been installed at the

time of building and $1,300 cost. He said he would charge me cost for the zone

including 2 men at 1+ days. **The general contractor I hired to represent me

during the building process was NOT in agreement with contacting another

heating and cooling company. He accused me of putting him in the middle and

refused to attend when I had the other company come.**IdealAir gives me waaaay

to much credit. I did not ask for the system that got installed in my home. As

explained in my original complaint, my father wanted to be able to control the

heating and cooling in his side of the house so a second zone was requested.

Other than that, I relied on the building contractor and heating and cooling

company he hired to make the best decisions on my behalf which to me means the

WHOLE house should heat and cool, not just certain rooms. Again, I don’t know

if this was an oversight or a mistake….and I really don’t care what it

was.**Not even my request is stated accurately. I stated I do not feel I should

be solely financially responsible for this oversight/mistake. I hired licensed

people – contractor and subcontractor hired on my behalf by the contractor - to

make decision for me on things I don’t know anything about. [redacted]Let’s take a look at Wisconsin’s Department of Safety and Professional

Services Heating and Cooling code, in particular Heating, Ventilating and Air

Conditioning Chapter SPS 323.18 (2) FINAL TEST REQUIRED. The installer (I

believe that is IdealAir) shall test and balance every heating, ventilating and

air conditioning system.[redacted] Apparently, this final test was NEVER DONE at my

new home or I would have had heating and cooling throughout my home, including

my family room. My home was clearly never balanced or I would not have had the

issues I had. I will say it again, there was no heating or cooling in this

room. Vents ran into the room, but little to no air ran through the vents

whether the French doors were opened or not. It had nothing to do with the thermostat. That only came at issue after

the third zone was put in and it somehow got messed up. If the system was, in

fact balanced, there would have been no need for IdealAir’s recommendation of a

third zone because when IdealAir came to my home they would have found another

explanation for what was happening.

Business

Response:

I think she is going in circles with this. Regarding her #1 bullet point from this letter says she

demanded a new thermostat. If I am

reading correctly, the letter we sent states the general contractor requested we change it, not her.We try and treat every customer’s home as we would our own

and we had several service techs all come up with the same conclusion. We balance a home as much as necessary when

the home is complete, but they all need to be tailored to the individual usage

of the home to some extent. I just find

it strange that the other hvac contractor that satisfied her called the builder

and told him they did not have to change anything and that our guys did a great

job. She chose the two zone system and it did not satisfy her

needs, so we installed a three zone system to get her to where she wanted to

be. There are a lot of things that affect the temperature and

balance in the home (Solar gain thru windows from the sun, cooking, lights,

appliances, and etc.). We employee some

of the best service techs in our industry and have built a good reputation in

23 years and have thousands of satisfied customers, both residentially and

commercially.Unfortunately, I am sad to say that I do not think we will

ever be able to satisfy this customer no matter how hard we try.

Consumer

Response:

Review: IdealAir installed a furnace and air exchanger in our home when it was built. From the first year, we repeatedly called IdealAir in winter to come and service our furnace and ventilation system because of condensation and ice forming on the windows. Our builder said that he had seen this in other homes and that it was typically a direct result of how the furnace and ventilation system were working. Each time IdealAir came to the house, they would look at the equipment but said they couldn't figure out how to fix the problem. Meanwhile the condensation/ice was ruining our window sills and windows and so we kept trying to get them to fix the problem but with no success. We had two companies come to look at refinishing the windows in 2013 and both companies indicated they had seen this in other customers homes and it was attributed to the heating and ventilation systems so I called IdealAir again in the late fall of 2013 because the refinishers said I should try again to get the problem fixed before refinishing the windows. An older gentleman came to the house from IdealAir and looked at the furnace and ventilation system again and said he would send someone to come back to work on it. The person they sent told my husband that the damper in the ductwork between the air exchanger and furnace was installed backwards which was preventing the fresh air from the air exchanger to come into the house properly (and then the repair person quickly realized he probably shouldn't have told my husband about the problem when my husband said he hadn't heard about the mistake). IdealAir did not bill us after this last visit which told us that they knew they had made a mistake. We decided not to call them or do anything until we were sure that the problem had indeed been fixed so let things go until the winter was over before getting another estimate for the window repairs. Once we realized the mistake that had been made, we were also able to understand why our air exchanger burned out causing us to replace it early in its life as well. After sharing this story with another heating/air business owner, we were encouraged to contact IdealAir to let them know the problem because the other business owner said that companies like theirs use their business insurance to address these types of issues. When we contacted IdealAir to see what they could do for us we also asked if they would submit an insurance claim to pay for the window refinishing but instead they said they didn't have a record of the visit and that they would not turn this into their insurance. They essentially told us it wasn't their problem. We have ONLY used IdealAir exclusively on this furnace and ventilation system and they installed it so there is no doubt they are liable to repair the damage. I recently contacted yet another restoration firm who also confirmed that they see this type of issue in homes that have had poor ventilation and they provided an estimate to make the necessary repairs. They said that there is likey mold growing that will need special treatment as well.Desired Settlement: I would like IdealAir to pay for the windows to be refinished and treated for mold now that they finally found and fixed their mistake. Not only did they profit from the initial install of both the furnace and air exchanger, they also profited when they replaced both the furnace and air exchanger before we realized that they made a mistake and installed the damper backwards. They also profited by charging us to come out to look at the problem mulitple times over the years. This is the least they could do. I will forego asking for money for the air exchanger if they pay for the window refinishing and mold remediation.

Business

Response:

In response to the letter you sent dated 10/01114 for 10# [redacted] at [redacted], we didreceive a call from the home owner and we reviewed the service records that were done on this home.We have detailed records from our service department showing all calls and none showed extremely highmoisture levels or repeatedly returning as described in their letter.There was a can on 12123/07 that showed a motor failed but not knowing how long that motor was outwould have a big Impact because that is what does all the ventilation. I am not sure what they referred toas something not being installed right because we have nothing in our notes and none of our servicetachs remember that same conversation, maybe they misunderstood something that was said.It seems a little extreme to ask someone to refinish windows on a 10 year old home even under the bestconditions and if the wood windows require refinishing that could be from sun damage alone.There are too many things that can contribute to the furnace/ventilation system not working properly ifthey don't maintain their system:o What they set humidity level ato Old they regularly clean their filters and core on air exchangero Old they keep intake and exhaust screens clean on outside of homeAfter revieWing our records they only show a few calls in a 10 year period Which is not propermaintenance for a system like theirs, we can provide a copy of our ~rvice records if you would needthem.Sincerely,~~

Consumer

Response: