I hired EZ HPS in 2024 to install air conditioning in my 1920 bungalow. I originally requested ductless mini-splits, but their salesperson persuaded me to install a ducted attic air handler system instead, assuring me it was the better option for my home. I relied on their expertise.
Less than two years later, the system failed catastrophically during winter conditions. The unit began turning on while supposedly off, froze, overflowed with water and ice, and caused ceiling damage in two bedrooms, water intrusion through vents, soaked personal property, and mold growth in my attic.
Response from the owner
EZ HPS Services takes all customer concerns seriously and appreciates the opportunity to respond. First, we want to acknowledge Ms. Benard’s frustration regarding the condition of her home and the HVAC system. However, we respectfully disagree with several statements in the complaint and provide the following clarification. System Recommendation and Installation: Ms. Benard requested air conditioning for her home and ultimately agreed to the installation of a ducted air handler system in the attic. This system type is a commonly used solution in retrofit applications where homeowners prefer concealed ductwork over ductless mini-split systems for aesthetic or functional reasons. At the time of installation, the system was installed consistent with standard HVAC practices based on the conditions observed. The scope of work did not include evaluation or modification of the home’s roof ventilation system, insulation envelope, or structural attic conditions outside of the HVAC installation. Attic Conditions and Ventilation (Primary Contributing Factor): Following inspection after the reported issue, our project foreman documented inadequate attic ventilation, specifically relating to soffit and ridge venting. Poor attic ventilation is a well-known condition that can lead to excess moisture accumulation, condensation and frost buildup and mold growth independent of HVAC system operation. As noted in our technician’s report, the HVAC system itself would not generate sufficient heat or moisture to independently cause structural or mold-related damage. System Operation and Usage: Information provided during the site visit indicated that the HVAC system may have been operated during periods when the primary heating system was also in use. This type of usage can create conflicting temperature conditions and increase condensation risk in an already poorly ventilated attic. Additionally, extreme cold weather conditions can contribute to freezing and defrost cycling in heat pump systems, which may produce moisture, particularly in environments with existing ventilation deficiencies. Responsibility for Building Conditions: EZ HPS Services is an HVAC contractor. Our scope does not include roofing, ventilation engineering, or building envelope design. The complainant’s concerns regarding lack of ridge/soffit venting, attic moisture dynamics and structural ventilation performance fall outside the scope of HVAC installation work and would require evaluation by a qualified roofing or building envelope professional, not an HVAC installer. Communication and Follow-Up: We did respond to the complainant and performed a site visit when the issue was reported. There were ongoing discussions regarding potential causes and next steps. Disputed Allegations: We respectfully dispute the following claims; that the system “should never have been installed” in the attic, that EZ HPS admitted fault or lack of knowledge (this characterization is inaccurate) or that the HVAC system alone caused the reported damages. The available information indicates that pre-existing attic conditions and environmental factors were the primary contributors. Current Status: We understand that the complainant has elected to install a different HVAC system with another contractor rather than pursue evaluation or repair of the original system. This decision limited the ability to further diagnose or resolve the issue through our company. While we sympathize with the homeowner’s situation, EZ HPS Services does not accept responsibility for the claimed damages.
