Summary: This company and their employees have since May 5 failed to provide products and services as contracted, and to this date have not corrected product failures and installation mistakes. The contract was for two (2) Carrier Heat Pumps, accessories and installation. One (1) of my heat pumps is not functioning as of August 17. The total purchase was $12,766 and was paid in full.
The situation can be described and categorized into the following areas"
General Lack of Responsiveness: Many phone calls made and letters (enclosed) sent with almost no action. Until there was no heat, did Davis do anything to resolve the problems during the coldest part of the season (February - 3 days no heat). Generally, service is poor, disorganized and undermanaged. There is no follow up without our calling many times. More than 20 visits were necessary during 4. It was 40 days to receive a response (enclosed) from Davis with four (4) phone calls to expedite an answer. At least 12 additional visits since that time.
Poor System Engineering: We had the distinction of a melted humidifier - unprecedented. Their representative (Jim Reese) said after inspecting the system that the air was moving improperly and left unchecked the condition could have caused a fire. The reason was an incorrect duct configuration. Other problems included improper installation of heater banks, sloppy sheet metal work, intermittent error codes on thermostats, technicians not knowing answers to questions why system (s) was (were) not working correctly. Reconfiguration and rework of duct work were required due to poor planning and installation, taking up my wifes and my time and keeping us from our jobs.
Inept or Unmanaged Technicians: The caliber of technicians was inadequate with almost no supervision; they missed schedules, their workmanship was unacceptable, and their work was incomplete and shoddy. Damage was done to our property due to lack of care and supervision (no compensation or even an apology). We must have had a total 12 different personnel in our home to attempt to fix the many problems.
Damp Basement: Our basement is damp and humid now, when before it was dry. The engineer claimed before installation that the situation would improve, so a dehumidifier would not be needed. It did not; it got worse.
Continuing Performance Anomalies: System performance is still an issue, e.G., outside temperature readings, humidity levels, uneven temperature distribution, etc.
Warranty Information: No follow up with Carrier, three (3) times requested. Address information is still incorrect.
Energy Usage: Davis did not address this issue. PECO (electric utility) stated that the system was always running, the reason for the high energy bills during those months. Please note PECO correspondence, estimated energy overuse for that period $300.
Design Flaws: These units have had control boards, contactors, hard-start capacitors, relays, sensors, compressors, thermidistats, 100A Breakers, terminal blocks, fuse blocks, clogged condensate pumps, filter drier, and humidifiers.
Resolution: Davis has contributed somewhat to the effort to repair the two (2) systems, however, as evidenced by the many invoices, charges, parts, service calls, and excessive energy consumption, I am neither satisfied or have received my moneys worth. One system today is not functioning. Heating is needed now.
I am requesting a full refund to remedy this breach of contract plus reimbursement for parts. Aterials and labor spent to repair these units.
This problem has been going on since 5 through 8. No resolution.
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