With a10 star rating I would expect quality work from experienced licensed techs, a manager who accepts responsibility when errors are made and would resolve them in a timely and professional manner.
June 2019 Carrier Infinity furnace and water tank installed. Damage to the interior and exterior walls w/ 4 wrong holes (2-9x10",1-10x12", 1-5")made w/ dry wall and insulation removed. Damaged brick, home left in a mess w. nails and screws on the ground which is a safety issue. No replacement of filter provided. Could not remove filter w/ ease so that resulted in another home visit. Air leaks noted on furnace, pipes, bathroom fan in off position, cold basement, in cupboards, corridor and bathroom during winter. Repaired w/ metal tape all over furnace. Ceiling opened a 2nd time. A large hole was discovered by my contractor and reason for cold air. Company used a modified concentric grill along with a large PVC pipe and caulking was applied to correct the problem. All unacceptable. I continued having venting issues and air leaks until August 2020. Another contractor found huge holes around exhaust pipe to furnace that leads to exterior wall and damage to bathroom fan which is about 5" from install. Not only do I have to replace with a new fan b/c builder's model is no longer distributed but I have to re-do instillation to correct the problem of air leaks. 3x no hot water including long weekends. Difficulty reaching staff on 24 hr emergency line and getting a response to emails sometimes takes 3 weeks. Gas tech changed sensor button but all that was required was to reset the buttons. Name of installer on water tank lease unknown to me. I requested a tag for the furnace stating company's name, etc and was given Dec 2019. Gas tech signature on tag didn't do the install. Both techs who did the install were fired. Outstanding funds owed to me to repair damages and correct venting issues approx. 1,700. No apology or acknowledgement from manager. Pls. read BBB reviews on Hargrave in customer complaints. - U.R.
October 19th, 2020
Manager of Hargrave contacted me by phone on Sept.14th, 2020 to discuss my concerns and the review written above. He requested I send receipts of repairs which I did on Sept 20th and again on Oct.1st. 2020. I included a breakdown of repairs and money owed to me from 2019 and 2020.I still have outstanding repairs. Due to Covid its difficult finding workers therefore one can expect many delays for the entire year of 2020. To date no response from Hargrave. It is quite evident this company has no intentions of resolving issues. Consumers please do your research and be well informed of the meaning of an Authorized Carrier Factory Dealer and an Independent Distributor or Dealer of Carrier products and the responsibilities of each. With regards to receiving 4 Presidents Carrier Awards, my experience with this company certainly does not reflect the excellence in service they are supposed to provide to homeowners in areas of EFFICIENCY, PROFESSIONALISM, INSTILLATION FROM CERTIFIED TECHS AND SATISFACTION IN CUSTOMER CARE. I AM GREATLY DISAPPOINTED OF HOW THEY CONDUCT BUSINESS WITH CLIENTS WHO HAVE ISSUES WITH THEIR INSTALL.
