Holmes Mechanical Contractors

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I was never contacted about, nor did I ever receive a message from anyone about, scheduling an inspection I am able to make the home available for an inspection as soon as possible My contact information is as follows:Phone or text: ###-###-#### - please leave a message if I cannot answer.Email: [redacted] @***.com Regards, [redacted]

Holmes Mechanical Contractors’ (HMC) Response to Revdex.com Complaint # [redacted] :The residence refferred to in this complaint was sold by Ronald *H***, the owner of HMC, to [redacted] This was a private sale and was not affiliated with HMC This sale was done through [redacted] Real Estate Company and as part of the “Contract of Sale” MrH [redacted] agreed to upgrade the exisitng gas fireplace.As the owner of the home, MrH [redacted] contracted this work with another company not affiliated with HMCPrior to perfoming the work, this company pulled the appropriated permits to run the gas lines (see attached) A day after the fireplace was installed MrH [redacted] and [redacted] went to settlement and the home ownership changed to [redacted] The contractor who installed the fireplace tried to reach [redacted] to schedule the inspection; however, he was unable to reach him and subsequently the permit expired The contractor is ready and willing to pull another permit and schedule another inspection, as required, if [redacted] will allow him accessI am willing to help facilitate this process, but in my personal capacity as the prior home owner and not as the owner of HMCPlease let me know if additional information is neededAttached is a copy of the permit to serve as proof that a permit was aquired from ***

Mr. [redacted]:  This is in response to the complaint against our company filed on August 19, 2017 and assigned ID [redacted].  We began our relationship with this customer in November 2010, when we installed a new, high quality, furnace in her home. Within the first year of the furnace...

installation, she called our office several times to complain that the furnace was not working properly. Each time, we went to her house and showed her that the furnace was working correctly. Even the gentleman that lives in her home could not figure out why she kept calling us.  She also continued to try to connect the old AC unit she has with the furnace we installed.  We tried to explain to her over and over that her old AC unit had nothing to do with the furnace - they are two entirely different pieces of equipment and perform different functions.  However, she could not understand and continued to try to relate the two.  At that time, we told her that her AC unit was old and that it would likely need to be replaced soon.  She responded that she did not have the money to replace it.Six years later, on June 1, 2016, we responded to a call from her complaining that her AC was not working properly.  When the technician got to her home, he spotted water leaking due to an iced-over coil.  He powered-down the unit, used nitrogen canisters to clean out the drain from the coil and added R-22 refrigerant to the outdoor condensing unit.  At that time, he did not look for leaks, nor did he tell the customer that he repaired leaks in her unit.  The invoice that she signed and paid for does not state that any leaks were fixed nor was she charged for fixing leaks. When the technician left, the unit was operating properly.On May 2, 2017, HMC responded to another call from the customer. This time, the technician found that the evaporator coil was iced over due to low refrigerant and the condensate pump tubing was blocked by debris causing water to leak on the floor. The technician ran the fan to defrost the ice on the coil and used nitrogen to clear out the tubing. The technician charged the system with refrigerant to bring it to the proper levels.  Again, the technician did not tell the customer he fixed any leaks nor did he charge the customer for fixing leaks. The system was working properly when the technician left.This customer has an AC system that is very old and appears to have parts that were installed over 30 years ago.  An old system of this nature has a life expectancy of approximately 20 years. When a system is this old, there are frequently fractures, seal leaks, and pinhole leaks throughout the entire system.  It is very hard to pinpoint exactly where all of the leaks are.  Not only that, there are also many other factures that could account for why this old system is failing. The technician explained this to the customer in detail before the refrigerant was added.  She still signed both invoices, approved all of the work, (including adding refrigerant), and paid for the services.  The technicians also recommended to her that due to the age and condition of her AC system, it would be more cost effective for her to replace the coil and/or the entire system.After the service on May 2, 2017, the customer called the office and spoke to the owner, Mr. Holmes.  He reiterated to her that her system was old, has had many issues over the years, and that it would be more cost effective for her to invest in a new system. He told her that he would send her a proposal to replace her AC system and give her a discounted rate. She agreed and he sent her a proposal to replace the system for $2,700.  The normal cost to replace a system like this is approximately $4,800. As a courtesy to her, he also refunded her $120.00 of the $564.00 she paid for the service.The statement the customer made that the EPA requires the technician to “fix the leak” is not accurate and does not apply to this situation. The EPA regulations state that “owners or operators must take corrective action when an appliance with a full charge of 50 or more pounds is discovered to be leaking ozone depleting refrigerant at a rate that exceeds the applicable trigger rate.” In this instance, the technician only needed to add 2 lbs. of Freon to a unit that holds approximately 10 lbs.The allegation the customer made that the technician should not have added R-22 Freon to her system because it is dangerous to her and her system - that is not true.  R-22 refrigerant is being phased-out by the EPA by 2020, due to its link to ozone-depletion, not due to health hazards.  R-22 is still being used in many household systems and products; and, it is not dangerous to the consumer, particularly in a small appliance like the one in this customer’s home. Additionally, HMC always has a licensed technician present for any job dealing with refrigerants. This technician has over fifteen years of experience and has never gotten a complaint from any other customer.  Regarding the customer’s statement that she needs the money back to pay someone to do the correct work on her AC system before it gets cold is also not true. The AC system in question has nothing to do with heating.  The furnace that we installed in November 2010 is what heats her home and that system has been working properly since it was installed.  This is the same thing we explained to her over and over when we installed her furnace.We have had problems with this customer since the beginning of our relationship with her. She has not been able to distinguish the difference between the furnace and the AC system, and she has called us back for things that are not related to the services we provided to her. As the invoices she signed will reflect, our technician performed the services that she paid for and did them in a professional manner. The gentleman in her house agreed with us when we spoke to him; however, she seems to not be able to understand. She has signed every invoice that she has paid for and the work that was done was not only explained to her, it is outlined in detail on her invoice. Although we stand by the services we have provided to this customer and we believe we have done absolutely nothing wrong, in order to settle this case, we will agree to refund her $444.00, which is the remainder of the $564.00 invoice for the services rendered on May 2, 2017. Other than that, we will be prepared to take this case to the next level and will also take measures to ensure that our name does not continue to be slandered by this customer.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I accept the business response for reimbursement of $444.  However, my experience is true.  I own my home not my roommate, Mr. [redacted].  Have check sent to me in my name.  I will not contact the business again and do not expect misrepresentation from them again, either.   Thanks  much!!!!!!!
Regards,
[redacted]

Holmes Mechanical Contractors’ (HMC) Response to Revdex.com Complaint #[redacted]:The residence refferred to in this complaint was sold by Ronald *. H[redacted], the owner of HMC, to [redacted]. This was a private sale and was not affiliated with HMC.  This sale was done through [redacted]...

Real Estate Company and as part of the “Contract of Sale” Mr. H[redacted] agreed to upgrade the exisitng gas fireplace.As the owner of the home, Mr. H[redacted] contracted this work with another company not affiliated with HMC. Prior to perfoming the work, this company pulled the appropriated permits to run the gas lines (see attached).  A day after the fireplace was installed Mr. H[redacted] and [redacted] went to settlement and the home ownership changed to [redacted]. The contractor who installed the fireplace tried to reach [redacted] to schedule the inspection; however, he was unable to reach him and subsequently the permit expired.  The contractor is ready and willing to pull another permit and schedule another inspection, as required, if [redacted] will allow him access. I am willing to help facilitate this process, but in my personal capacity as the prior home owner and not as the owner of HMC. 
Please let me know if additional information is needed
Attached is a copy of the permit to serve as proof that a permit was aquired from [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I was never contacted about, nor did I ever receive a message from anyone about, scheduling an inspection.  I am able to make the home available for an inspection as soon as possible.  My contact information is as follows:
Phone or text: ###-###-#### - please leave a message if I cannot answer.
Email: [redacted].com
Regards,
[redacted]

Holmes Mechanical Contractors’ (HMC) Response to Revdex.com Complaint #[redacted]:The residence refferred to in this complaint was sold by Ronald *. H[redacted], the owner of HMC, to [redacted]. This was a private sale and was not affiliated with HMC.  This sale was done through [redacted] Real Estate...

Company and as part of the “Contract of Sale” Mr. H[redacted] agreed to upgrade the exisitng gas fireplace.As the owner of the home, Mr. H[redacted] contracted this work with another company not affiliated with HMC. Prior to perfoming the work, this company pulled the appropriated permits to run the gas lines (see attached).  A day after the fireplace was installed Mr. H[redacted] and [redacted] went to settlement and the home ownership changed to [redacted]. The contractor who installed the fireplace tried to reach [redacted] to schedule the inspection; however, he was unable to reach him and subsequently the permit expired.  The contractor is ready and willing to pull another permit and schedule another inspection, as required, if [redacted] will allow him access. I am willing to help facilitate this process, but in my personal capacity as the prior home owner and not as the owner of HMC. Please let me know if additional information is neededAttached is a copy of the permit to serve as proof that a permit was aquired from [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I was never contacted about, nor did I ever receive a message from anyone about, scheduling an inspection.  I am able to make the home available for an inspection as soon as possible.  My contact information is as follows:Phone or text: ###-###-#### - please leave a message if I cannot answer.Email: [redacted]@[redacted].com
Regards,
[redacted]