Master Touch Air, Deerfield Beach, Fl. review: Incorrect Install of new HVAC system and quoted items not provided.

On August 23, 2023 my home split system air conditioning system was installed.The condenser is mounted and secured to a new preformed cement pad which is placed on top of the old cement pad. A new, larger pad was needed to accommodate the larger size of the new condenser.

Condenser model: RA14AZ42AJ1NA

Air Handler model: RB2TZ4824STANMJB10

The problem is that the old cement pad is 8" shorter on the front so that 8" of the new pad is supported by nothing, 6" above ground level and extending out into the yard - a prime target for impact from the tire of one of the commercial lawnmowers used by my HOA. The old pad is 8" shorter on the right and rests on 2 pavers, (flagstones) which have begun to tilt from the weight suggesting that the condenser has already begun to shift. The condenser is also out of level which detracts from the appearance of the front of the house as seen from the road, could be a negative influence upon the sale of the home and may be detrimental to the life span of the condenser. When I was told the install was finished, I complained about the "out of level condenser" and was told it would not hurt the mechanics of the condenser. I foolishly paid the man.

On September 14, 2023 after realizing that this was more than just an out of level issue, I reached out to my contact with the HVAC contractor asking for correction. He replied, "This is from your floor, the ground is inclined, it does not affect the functioning of the machine, just aesthetics". I replied that it looks awful, could get worse and asked what could be done to correct it. He replied that he could put some stones under the slab to level it. Using stones between slabs did not sound like a viable fix so I asked for removal of the condenser and removal of the old pad so that the new pad could rest directly on the ground. He said it would cost me another $2300 - later reduced to $1300. I almost accepted this cost but later realized that paying more for a correction should not be required.

On October 18, 2023 I sent an e-mail to my contact explaining that I didn't feel responsible to pay 20% more for my expectations because the quote does call for the installation of a new pad. I expected that this meant removal of the old pad before a new one could be installed. And, prior to installation, I was not warned there would be a leveling/overhang issue so I could choose to either accept it all resting on the old pad or increase the contract price to include removal of the old pad before install. Also, I explained that I'm not confident Rheem can accept warranty coverage with the condenser installed in this manner. Additionally, in the e-mail, I informed my contractor that there are two items included in the quote that I did not receive and need credit for. They are a new thermostat, (I choose to use my existing Nest thermostat and asked for credit but never got an answer), and a new air handler stand which was never installed. Finally, I also told him that the air handler is also slightly out of level and not secured to the two rails it rests on which could slip and stress the connection to the duct work. It's a safety concern too.

I'm asking for Rheem's help to resolve these issues. I want to be the satisfied customer when I am asked for a referral. Everyone will think I'm smart for using my contractor and Rheem.

Thank you for listening to this 71 year old fool.

[protected]@gmail.com

P.S. sorry about the sideways pictures.

View 0 more photos