Abacus

To preface my review, I will tell you that have been Abacus customers for HVAC, plumbing and electrical services for many years, and until recently, we have been satisfied customers and Abacus fans. Abacus installed (2) new HVAC units in our home in Tomball, TX in May of 2022. When cold weather hit us in November & December '22, & January '23, our heating units ran continuously without heating our home adequately. I called for service to address the issue, and Abacus sent the first tech out in January. As soon as he climbed the stairs to our attic, he immediately said "I see the problem already - you installed the wrong units." I told him we installed the units recommended by Abacus, and he said we should have installed heat pump units. Only after I asked him to at least check our units, he pulled the covers and said he made some adjustment to them. After he eft, there was no improvement in the performance of the heating units. I called Abacus again to tell them something was still wrong, and they sent the 2nd tech out in early February. This tech found the problem, which he said was that the units were not set up properly initially. Per his report, he rewired the units, adjusted the blower speeds and the sequencing of the heat strips to correct the temperature differential. He said this should have been done when they were installed. I then discussed with Abacus the poor performance of the units and my very high electric bills during the cold months of Nov, Dec and Jan (over $1000 per month). Per their request, I sent them copies of my electric bills for 2022 and 2023 for their evaluation. After three weeks of their review and discussions with me, they determined that most of the increased electric costs were due to my increased rates and delivery charges. While I agree that this certainly had some impact on my increased bills, this doesn't explain the increased costs for the units running almost continuously for 2 1/2 months. It is also an unfair position to compare the performance of my 10 year old units to the new units they installed, which were sold as much more efficient units which, they said, would reduce my electric bills and heat our home much better. After several discussions with Abacus, they ultimately sent me a check for $400 as a settlement. This doesn't come close to covering my increased electric costs for units that were not set up correctly when they were installed, and were not adjusted properly by the first tech. I am not satisfied with the way this issue was handled by Abacus, and I'm certainly not satisfied with their settlement reimbursement. Unfortunately, Abacus lost me as a customer.