Aircon Installation Scam? Dodgy Installation Process?

Lako on 05/03/2023 - 15:31
Last edited 05/03/2023 - 19:26 by 1 other user

I bought a 6.1kW split system aircon from TGG and had it installed last Thursday by a third-party recommended by the TGG Home Services, but was met with two issues:

One. Upon arrival, they wanted to charge me an extra $120 for a back-to-side installation instead of a back-to-back. When I asked the reason why since I thought the installation process wouldn’t be much different, they hesitated to respond at first and then said that it’d need more cables.
When I told them that I had gotten another quote from a different installer who said that installing it back-to-back or back-to-side would be the same in my case, they then reduced the fee to $100. Even though I wasn't happy about this unexpected cost, I agreed because I had already taken a day off work and just wanted the job done. But, is this surprise cost something that’s normal, i.e. a back-to-side automatically means it’s more expensive regardless of how easy or difficult the situation is, or do these guys just do this to rip customers off? In my case, the level of difficulty for a back-to-side (currently installed wall) would be the same as a back-to-back installation (window wall), and in fact, would require less cables/pipes. The pipes start on the right-hand side of the indoor unit. Please see the images below.

https://imgur.com/a/ssUKjB8
https://imgur.com/J7vOlcf
https://imgur.com/vzeViT9

Two. The second issue was the power cable that was connected from the power box to the outdoor unit. The cable goes directly past my ceiling access panel in my garage, which makes any future access to the ceiling more difficult and even dangerous (please see photo). The cable tension is quite tight, which means it is not long enough to move aside.

https://imgur.com/KlCxKK4
https://imgur.com/CDq9iE0

Before I call to complain about the second issue, I wanted to know if the surprise cost was warranted or is it just some sort of marketing scam? If so, I’m going to leave an honest review for this company.

If anyone from the industry could give me some insight, that would be much appreciated.

Home & Garden Air Conditioner

Comments

  • lachhelix on 05/03/2023 - 15:40

    Well for the first issue - it looks like that's really the only place the outdoor unit could be located. Perhaps a better way they could have worded it is an "increase" in cost for install on an internal wall vs an external wall (whether it actually costs more in time/materials who knows) but I guess you agreed to it and it's installed now!

    But for the second issue, they definitely should be coming back to fix it.
    I'd just tell them you can't get through your manhole because they haven't installed the electrical wiring correctly - I'm not an electrician but as far as I know mains cable has to be anchored/attached to something within a ceiling, not just lying about (re: fire risk etc)

    • lgacb08 on 05/03/2023 - 22:04
      +2

      In all fairness this is not a standard back to back installation but it was done poorly due to the location of the internal unit too close to the wall. A budget installer would not charge extra for this job but a decent one wouldn't do it this way due to asymetrical layout of the internal unit causing inadequate airflow distribution of the room and exposed piping inside the room. These two issues will be worse if that room is a bedroom and will be used at night. The exposed conduit bit will make noise in a quiet night when the unit start, not to discuss the issue with aesthetic look. I had one unit installed like that and in the end had to pay another guy to take all out and did it properly on an internal wall.

      Most ac installers are lazy and very few would go the extra mile to do a decent job (and not charging you through the roof), if you find one then keep hold of him.

  • websterp on 05/03/2023 - 15:41
    +4

    I'm not sure about the AC part but the electrical wiring is most certainly not to code. They are supposed to route the cable along joists using cable clips and running it over the manhole makes it even worse.

    Also make sure they have installed an isolator switch next to the outdoor unit. This is another item dodgy installers would omit to cut costs.

    Did you ask for a certificate for the electrical work done? Much easier to hold them accountable if you had one assuming those guys were licensed sparkies..

    • lgacb08 on 05/03/2023 - 21:44
      +1

      I have numerous sparky coming over my house doing different jobs (install aircon, new power point, lighs, etc. and not a single one bother running cable as you said, all they did was opening a few holes here and there on the roof and fish the cable through, the results are a maze up there.

  • MS Paint on 05/03/2023 - 16:25
    +2

    It was never going to be a back to back install. You agreed so what's done is done.

    Wiring is dodgy as. Get them back to fix it.

  • JimmyF on 05/03/2023 - 16:55
    +1

    Upon arrival, they wanted to charge me an extra $120 for a back-to-side installation instead of a back-to-back

    Well its not back to back install though is it? So fair enough.

    The second issue was the power cable that was connected from the power box to the outdoor unit. The cable goes directly past my ceiling access panel

    Yeah that should be fixed up for sure.

  • thatonethere on 05/03/2023 - 16:58
    +1

    First one - I find it is reasonably common when Bunnings etc outsource installation to stuff like Hipages etc that they try something on to either do half the job or hit you up for cash. Anyway TGG Home Services do say in their terms that additional costs may be incurred as the upfront dollar amount is an estimate - but also say do not pay the installer directly - https://www.thegoodguys.com.au/home-services-terms-and-condi…

    Second one is a great picture to post in Tradie Mayhem on Facebook…

  • firestormx on 05/03/2023 - 17:43
    +1

    The bunch of pipes/power cables coming out the side of the indoor unit looks terrible. I had a multisplit system installed last year and none of the units were back to back and all the pipes/connections were hidden behind the indoor unit.

    • djsweet on 05/03/2023 - 18:24

      My back to side install I had done in a previous house looked like OPs. Must be at least moderately common. Agree it doesn’t look great though.

  • JIMB0 on 05/03/2023 - 19:08
    +3

    In my experience a lot of the people doing this sort of work are money hungry scum bags who just want to whack the unit in as quick as possible and rush off to rip off the next customer. Once you've paid the money good luck getting them back to fix any issues.

  • bargaino on 05/03/2023 - 19:23
    +1

    Correct, the way it has been installed requires no extra labour or parts compared to a normal external-wall back-to-back. You got ripped off.

    Complain to TGG Home Services, and you might just get a refund and apology for the "miscommunication".

  • Overclocked91 on 06/03/2023 - 08:25

    It's not a back-to-back installation. The installer should have known what he was talking about before proceeding to discuss the price difference with you. The electrical,
    it's probably not even a registered Electrician working under an EC. I know a few Aircon installers doing their own electrical unregistered. Request Electrical Safety Certificate for the electrical. How did you find the installer? off google or?

    • thatonethere on 06/03/2023 - 19:42

      They are supplied by The Good Guys…

      • Overclocked91 on 07/03/2023 - 08:10

        Unlucky. What have The Good Guys said?

  • ako on 07/03/2023 - 23:40

    Thanks for all your input, guys! I've put through a complaint to TGG about the second issue and will see how it'll be dealt. I'm also going to leave a review for the installation company about the surprise cost. I wasn't even hoping to get the money back. I just wanted a second opinion about whether what happened was reasonable or not.
    Thanks again for everyone's response!

    • Thinkswithelbow on 12/03/2023 - 22:15
      -1

      What was the suprise.

      Sounds like they explained it. Back to back wasn't an option so they need more cables and installed back to side and charged you? I'd say it would be a surprise if they came out, quoted for back to back, Then changed it on the day.

      • bargaino on 13/03/2023 - 11:58
        +2

        What makes you think more "cables" needed? Same pipes, same work, see the photos.

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