Complaints

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• Initial Complaint

  Date:02/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an insurance claim on my house, and I hired Pappas construction to complete the restoration. They had many subcontractors come out and have agreed to get them to come back out and fix the issues like tiling over a register in my bathroom and redoing siding my porch 4 times and ordering the crown molding that wasn’t originally ordered. But, what they have decided to not help me get fixed is my mechanical heating system. I have been asking for almost 5 months to get my system fixed as my first floor is uncomfortably cold. The manager has come out twice to try to disprove me and my complaints. I continue to reach out and continue to be shut down. Pappas is not an hvac contracting company, so I have asked multiple times for the subcontracted hvac company to come out, and they have only come out to fix a code violation after 3 months of asking and me getting the county inspector to come in. Pappas refuses to have the subcontractor come out and do some quick tests to prove the system works appropriately. I’ve had multiple hvac contractors out that all confirm with their testing that the mechanical system indeed does not work where it should be for the specific system. I have since reached back out to Pappas, and they continue to refuse to address the issue. Customer satisfaction is not a top priority for Pappas, and it shows. I should not have to ask for 5 months to have a company come out and look at a system that’s function poorly. Very disappointed in the unprofessionalism.

  

  Business Response

  Date: 02/26/2025

  Pappas Construction was hired to restore the owner's fire damaged home. We are a general contractor with 30 years experience and use many licences sub contractors on these types of large loss insurance claims. Due to the size of this project we had 2 managers working with the owner and claims adjuster. Which was helpful to the owner due to her busy work schedule. In addition to the insurance scope we worked hand in hand with the customer on several scope changes and upgrades to the insurance claim. The near 100 year old heavily damaged home was restored inside and outside to a beautiful condition. We completed this project on 11/15. The customer moved in at the beginning of December. The manager and owner of Pappas Construction have maintained constant communication with the owner on the issues listed by the customer and 4 site meetings on these topics beginning on 1/8/25, 1/16/25, 1/22/25 and 2/20/25.
  
  
  Issue 1 2nd floor bathroom floor covering installed over the HVAC supply. This was brought to our attention  on 1/8/25 and we had this issue fixed on 1/22/25 without causing any damage to the home. The Manager and customer were present. 
  
  
  Issue 2 Front porch rail coil metal wrap. There were multiple repairs made to this during the installation of the new siding. Some were mechanical damage and due to weather the white silicone did not adhere properly. On 12/16/24 the manager met with the customer and agreed to replace all of the metal wrap. On 12/26/24 the full replacement was complete. On 1/3/25 the customer said the railing looks much better.
  
  
  Issue 3 Kitchen Crown molding. The cabinet package including the crown molding was ordered and paid for on 6/6/24. We have a paid invoice from the cabinet supplier. The cabinets were installed on 8/29/24. Unfortunately the finished crown molding wasn't delivered and this was missed by all parties. The customer brought this to our attention on 1/16/25. We notified the cabinet supplier that same day and reordered the crown molding. On 2/10/25 the customer notified us to deliver the crown molding to her parents house, she was going to have someone else install it. The crown molding was delivered on 2/11/25. 
  
  
  Since 1/8/25 we have been responding to other concerns not listed. Many of them are geared towards overall energy efficiency of the home. The customer has mentioned that the gas bills were too high for the house. In addition to Custom Comforts efforts the Pappas Manager added insulation boards in the old fruit cellar and ran temperature tests with the customer. The main level temperature test showed the room temperature was 68 degrees and the thermostat setting was 68 degrees.   
  
  
  Below is the statement from Custom Comfort on the HVAC issues
  
  
  Thank you for reaching out, and we genuinely understand your frustration. We want to provide some clarity on the situation and work with you to resolve your concerns.
  The HVAC work done by Custom Comfort was subcontracted through your contractor during the restoration process following the fire at the home you had just purchased. The system was installed based on the home's condition at the time, with adjustments made due to structural changes made after the fire (such as removal of walls for an open concept). While the original ductwork wasn't fully replicated due to those structural changes, we made the best use of available space and added ducts to the third floor that previously did not exist – that additional work was done within budget and at no additional cost to you.
  Regarding the visits to your home:
  ·       On January 8, 2025, we reviewed the system operation. It was also suggested you rearrange furniture on the first floor to not cover the heat vents.
  ·       On January 22, 2025, we returned and at that time we added a supply to basement bathroom and a damper.
  ·       On February 19, 2025, the inspector’s feedback was received, and we addressed the bypass issue that same day. After completion, we reviewed the system with you and your father. It was our understanding that you indicted was answered all questions and addressed your concerns. The inspector confirmed everything was resolved.
  We understand the harsh winter and higher energy costs, which may affect heating performance, but the work was completed professionally and within agreed-upon standards, and we addressed any issues or concerns. We did not indicate your system is zoned, as it was not originally, nor part of the scope. We are happy to return to review the system again. Please share the reports from the other contractors who inspected the system.
  We are happy to schedule another visit to address any remaining concerns. Please call us to schedule this visit at your earliest convenience.

  Customer Answer

  Date: 02/26/2025

   I am rejecting this response because:
  Neither Pappas construction nor custom comfort have come out and demonstrated the system works properly for my house. Sure, they’ve come out to fix minor issues but at the same time, shoot down my concerns, attempt to talk their way out of taking accountability and responsibility for their mistake, and not provide any testing besides a thermometer being placed by the thermostat and a register; two of the warmest spots. The thermometer does not determine supply vs return, air flow, gas pressure, and so many other things. Pappas continues to blow me off stating there’s no issue when I have physical evidence stating there is. I’m requesting to be directly paid the amount in the estimate to repair all the mistakes within the furnace and ductwork by a more professional hvac company who takes responsibility and doesn’t blame a customer for expressing their concerns and fighting for an issue to be fixed since this is a massive problem with the static pressure being so drastically high. This will cause me issues all year long, continue to have a poorly heated house in the winter, and have higher gas bills since the system doesn’t function properly. I request the amount to be paid directly to me, so all parties can move on in a professional manner. You are welcome to send me an email to schedule a time to have custom comfort conduct their own testing on the unit and then provide me with the amount requested. A scheduled appointment will have to be after March 4.
  
  

  

  Business Response

  Date: 02/27/2025

  We email the customer requesting availability for Custom Comfort to schedule their tests and all of the information and testing reports from all of the HVAC contractors that were hired by the customer. We only received a handwritten statement and a single line item quote totaling $5,236.50. 

  Customer Answer

  Date: 02/27/2025

   I am rejecting this response because:
  
  I will be available Wednesday, March 5 at 11am or Thursday, March 6 at 4pm for custom comfort to do their testing. I would also like to be reimbursed for all the testing the other hvac contractors who have come out and given estimates as I should not have had to do this nor should I have to pay for this. Happy to provide receipts of their services for reimbursement on that aspect. Still looking for direct payment for ductwork to be fixed by another company.
  

  

  Business Response

  Date: 02/28/2025

  Custom Comfort is scheduled for their tests 3/5/25 arriving at 11am. Thank you 

  Customer Answer

  Date: 03/05/2025

  I am not satisfied with the followup on this. I need for this to be ongoing until they confirm they will reimburse me. I should not have had to pay for diagnostic testing as well as had such high gas bills. The system should have been tested before it was ever turned over to me to use it. They neglected to test the system after they installed it, and I suffered paying higher gas bills and paying for other people to come diagnose the problem. Pappas should have to not only reimburse me for all the work that will need to be done to fix the issue, but they should also reimburse me for the gas bills and diagnostic testing. Until then, I am not satisfied with their efforts, and they need to be reached back out to, and this case should not be closed.

  Customer Answer

  Date: 03/05/2025

  [[BBB transcription via email]]

   

  I have been trying to have Pappas Construction provide me with reimbursement for their mistakes on my HVAC system. I saw the case has been closed as they scheduled an appointment to come out today. Pappas and custom comfort came out, and custom comfort only tested static pressure and indicated it was 0.84 after I had told them another HVAC company confirmed it was at least 0.8 (higher than the maximum of 0.5 for my particular system). They did not take any measurements, and my contractor insisted I provide him with measurements from my other HVAC contractors, which I did. I provided him with the amount of CFMs required for supply and return, yet custom comfort did not provide this detail in their measurements today. Again, custom comfort only measured static pressure and agreed more air return needs to be put in. My contractor continues to try to argue with me regarding other paperwork and testing the HVAC contractors did, and I asked him why custom comfort couldn’t do all this diagnostic testing as they should be qualified. I stated I was happy to provide him with my information if he would also exchange testing custom comfort would do. They did no further testing. I hope there isn’t an issue with the air conditioner this summer…
  
  I have requested Pappas construction to reimburse me for my gas bills for the last 3 months, diagnostic testing from two of the HVAC companies who charged me, the amount for dampers to be installed on all the heat runs, the amount for cleaning the blower wheel as it has drywall caked on it, and the amount for the cold air return ducts.
  
  I am requesting this amount because Pappas and custom comfort both neglected to have the furnace system checked and tested to make sure it was functioning properly prior to it being handed over to me. This has caused me to spend an unnecessary amount of money trying to heat a house that won’t heat due to a poorly constructed mechanical system.
  
  I am also requesting this amount to be reimbursed to me so another HVAC company can complete the work in a professional manner the first time around and won’t give me the runaround for months. I have been dealing with this issue since November and am so dissatisfied I’ve had to go through this just to get to this point 4 months later. It’s ridiculous, and I need Pappas to know that if they don’t reimburse me for these things, they will have a bigger issue on their hands, and I’m trying to avoid that, so please, keep the case open because this has been the only way I’ve been able to get them to actually do something, and I deserve to get my money back. I have attached all necessary paperwork detailing the amount of money I’d like to be reimbursed.

  

  Business Response

  Date: 03/06/2025

  Good morning, attached is the report that supports the testing results completed by Custom Comfort and a scope of work required to balance the system per the manufacturers guildlines. In addition to that Custom Comfort is going to install dampers on each supply so the customer can adjust their HVAC system in the way that suits them best. Please send some availability you have to schedule this work. Thank you

  Customer Answer

  Date: 03/06/2025

   I am rejecting this response because:
  
  I was only given the amount of supply air cfms. Your document doesn't cover how much return air cfm is coming to the furnace, thus their calculation for the register size for the cold air return is incorrect since they didn't any information on that. An 8" floor return with what length? I'm given no specifics. 
  To summarize visit on 3/5/25 with Pappas and custom comfort.
  
  Custom comfort and Pappas came to the house to complete only static pressure testing. Custom comfort determined the static pressure to be 0.84, which is significantly higher than 0.5 (the maximum for the particular furnace installed). It was determine by Mike, custom comfort who did the test, that more cold air return is needed and stated likely a 6x14 register, which would only provide 320 CFMs. With the information I’ve already provided to Pappas regarding static pressure and CFMs for the house, 320 CFMs would not be enough. The amount of supply air currently in the house is 990 CFMs. The amount of return supply currently is 420 CFMs. The amount of CFMs needed should be 470 more of cold air return, thus a 6x20 is the smallest that could be put in. I have again attached that information since custom comfort neglected to do their own measurements, and I had to pay for this to be completed.
  
  Along with the cold air return, we discussed dampers being put on every heat run as every hvac contractor who has come out asked why none were put on. Dampers are to help assist with evening out airflow and redirecting it to colder areas for a more evenly heated house. These should have been installed without question.
  
  Since I have had to pay for my own diagnostic testing, I request to be reimbursed those amounts since I never should have had to pay for that. You should have had custom comfort over right away to do testing and not wait 4 months as I have been complaining about being cold, and a brand new house should be able to heat.
  
  And lastly, due to negligence on you and custom comfort on not testing the system prior to handing it over to me to use in my house, I request reimbursement for my gas bills as these would be more than likely significantly different because as Mike stated yesterday, with the system’s static pressure being high, the system works harder, which means it runs more often.
  
  Attached you will find all the paperwork necessary to assist with reimbursing me as custom comfort will not be doing the work, and I will be hiring a different hvac contractor.
  

  Customer Answer

  Date: 03/10/2025

  I will not be providing availability for them to do the service as I’ve requested for them to not do the service. They have made major mistakes with my mechanical system thus far, and I fear they will make more mistakes costing me more money in the long run. As a customer, I feel it is my decision to have who I want to fix a mistake. I have another reputable hvac company scheduled to do the work. I am requesting for them to reimburse me for the estimates provided along with the diagnostic testing, and I see you state the gas bills are out of your control to have them pay for that. I’m asking for them to reimburse me, and that’s their only option since I refuse to have them do any further work on my mechanical system. I told my contractor and custom comfort that when they came out to the house to do the testing, so this has been communicated in person and in writing.

  

  Business Response

  Date: 03/12/2025

  Good morning, Pappas Construction is in agreement to pay for the diagnostic test you had on the HVAC system on 1/21/25 totaling $106.92.  Below are the 2 options we are willing to do for the customer to resolve this matter.

  Option 1 - Custom Comfort will install the 1 cold air return per their uploaded diagnostic test. They are also willing to install dampers to each supply so the customer can balance the HVAC system that suits them best, even though this work is not a requirement.  

   

  Option 2 - Pappas Construction will pay $379.45 for the customer to hire another company to install 1 cold air return on the main level. I uploaded an estimate  to install 1 cold air return up to 20'. I used the same estimating software that was used by the customers insurance company to restore their home from a large loss fire claim.

  Customer Answer

  Date: 03/12/2025

   I am rejecting this response because:
  
  This is not going to cover the amount it will take to completely fix the problem. Again, you are trying to short me and not have a professional come in and do the work. I refuse to let custom comfort do any further work on my house since they messed up big time and are unwilling to admit their mistakes, which is highly unprofessional. I don’t appreciate the fact that you don’t just reimburse me to have the work done by someone else who is much more qualified to fix this. The quote for $5200 along with the $206 in diagnostic testing is what I’m asking for. Do not suggest for custom comfort to come out to my house because I will keep refusing. 

  Customer Answer

  Date: 03/13/2025

  I have provided all the details for this case, and I don’t understand how the BBB has determined the business has acted in good faith. Have you not looked at the pictures and estimates provided by all the other companies? It’s a joke at this point how unprofessional Pappas has been in giving me the money to get the process fixed. I guess I now have to take them to court since you guys haven’t facilitated enough on my behalf to help resolve this, which means even more money out of my pocket. It’s sad how I come to you for help to facilitate knowing I should get the money since they messed the whole ductwork system up, but I see you’re not interested in telling them they royally messed up and are satisfied with a pathetic response of $300 to put in one vent that won’t even touch fixing the issue. It will cost at a minimum $3300, so just very pathetic and disappointed.