Cincinnati HVAC problem gets personal

Cincinnati HVAC problem gets personal

Steamy situation

COMPLAINT: Lori Bernard, Cincinnati

"I hired Artificial Environments to install a new air conditioner and water heater. I supplied the water heater. [Chris Watters, the service manager] had to drill a hole through my wall to hook up the water heater and he didn't have the right equipment for the job.

"He claimed the first water heater was damaged so I had to order another one from the manufacturer. When the second unit arrived, he said that one was also damaged and that I'd need to order another one. When he finally installed the third one, I noticed the heater was not getting the water hot enough.

"I called to see if he could see what was wrong and he said that he could figure it out. I called tech support for the water heater and learned he'd installed the exhaust system incorrectly. He claimed he'd correct it, but dragged his feet on getting it fixed. I had to hire another contractor to install a completely different system."

DESIRED RESOLUTION: "My desired resolution is to be reimbursed $2,350 – $1,300 for the cost of labor, $700 for the water heater and $350 for the exhaust system. I'm unable to return them to the manufacturer because he didn't install them according to the manufacturer's specifications, therefore voiding the warranty."

RESPONSE: Chris Watters, service manager, Artificial Environments

"The member supplied her own materials, some of which were unusable, some for a different model and some that were damaged in shipment. I'm not responsible for materials I didn't order or pick up. We tried several times to provide her with hot water and showed her the shipping damage. She became enraged. From that point on, she has continually changed her story and has made this very personal."

STATUS: Stalemate


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