J. Maloney & Son Heating & A/C

I have not received anything.  please send to [redacted]

THE UNIT'S PROTECTIVE FILTER IS GETTING CLOGGED AND SHUTTING DOWN THE UNIT.  I ASKED THE CUSTOMER TO FORWARD ME THE DATES AND ISSUES SO I CAN TAKE THEM TO THE MANUFACTURER, HOWEVER I RECEIVED NOTHING TO DATE.  I BELIEVE THE ISSUE IS THE POOR CONDITION PIPING UNDER THE HOME WHICH NEEDS...

REPLACED AND IS DETERIORATING AND BLOCKING THE FILTER.  WE OFFERED TO REPLACE THE PIPING AT THE TIME OF INSTALL UT IT WASN'T IN THE BUDGET.

Complaint: [redacted]I am rejecting this response because:Since I registered this complaint I uploaded a video of the issue,  and, to date, have heard nothing.  My husband and I have called no less that 3 times to both [redacted] and [redacted] telling them we sent them the video.  My husband spoke with [redacted] and told him of the issue and I texted him at least 3 times telling him of the video.  We have heard nothing from [redacted] as a response to the video. The subject of pipes under the home is a separate issue and has nothing to do with the problem at hand.  For them to say that we chose not to have them correct the pipes because it was not in the budget is an excuse and not relative to this immediate issue.  If the pipes were the initial issue than they, as the experts, should have declined to install the system.  As such, they did not, they did NOT go under the house and did NOT say that they would not install the system and did NOT say the pipes could not withstand the system.  They overheard me speaking with a plumber about a small leak from the storm, and that was fixed.  We asked them to go under the house to see that there are no leaks, but they have not.  I am still waiting for a response to the video.  That should tell them all they need to know about the issue.  It has nothing to do with under the house.  It looks to be to be an ignition problem as the system just doesn't ignite.  It could be a lemon, but we will not know until they come out to look.  That's all we want. It's not fair that they pass blame onto us when they have not even come out to investigate.   Thank you.Regards,Carol Mcguire

[redacted] was sold to another entity. We will make sure that a maintenance only service contract will be in force for the balance of the contract.

Review: To Whom It May Concern:

In the month of August 2010, we met with [redacted] sales consultant and son of owner [redacted] for [redacted] and Sons in reference to upgrading our heating and air system. Connor sold my wife on the idea of upgrading to a hybrid heating and cooling system. My husband did not quite understand how the system was supposed to function until he spoke with the owner, [redacted]. [redacted] stated that a hybrid system would consist of furnace heat and a heat pump. He mentioned that the systems capability would be able to determine when it was more efficient to use electric or gas heat. He said that an outside temperature instrument would be installed in order to monitor the outside temperature. We were instructed that when the system had determined that the temperature was below 40 degrees the heat pump would automatically be cut off because it was no longer efficient. Then in turn, it would switch over to gas heat. He said that the thermostat inside the home would be programmed to communicate this information to the heat pump and the furnace. So for the last four years, we understood and thought that this was how our system was functioning. We were also promised that by doing business with them we would have 24 hour emergency service.

In December of 2013, we had extreme temperatures (e.g., way below 40 degrees) and could not understand why our heat pump was still on. We started hearing an extremely loud noise coming from the heat pump and we were very concerned. We contacted [redacted] and Sons and spoke to their dispatch person, Scott, about the loud noise. He said he would have someone out there immediately to check it out. My husband also brought to Scott’s attention the fact that no one had been out to our home for our regular maintenance check. He apologized and said that he would also have the tech look at the system and change the filter. My husband left town on business during the week of the technician’s visit. He decided to call me to get an update on how things were going. I explained to him that the tech, [redacted], said to me that the noise was coming from the system defrosting. My husband sounded concerned and confused because he is an engineer and didn’t agree with the assessment. He then asked to speak with [redacted] to clarify his assessment. Rodger repeated the same results to him that the system was defrosting.

In January, the noise continued to get louder and extreme. In addition, our gas bill continued to climb. On February 4th, we had someone from South Jersey Gas come out to do an audit on our gas meter because we thought it was odd because our gas bill was extremely high. They agreed that the bill was excessive. So they sent someone out to take a look at it. During their visit, they also expressed to me and my husband there concerns about the noise coming from the heat pump. SJ Gas tech told my husband that if we didn’t have this noise corrected immediately we were going to lose our coil and damage the motor to our unit. My husband then sent a text to [redacted] immediately and expressed his concerns again about the noisy heat pump. Bill suggested that we put the thermostat on emergency heat and run the furnace until they got here. My husband asked Bill how will this affect our heating bill and how soon can we have someone out here. He explained to Bill that his call in December was about this same noise and problem but the tech said it was the system defrosting. Again my husband is saying that is not the case.

The next day, my husband came home on February 5th and discovered that our home was extremely cold. He checked the thermostat and discovered that we lost complete power to our entire system (furnace and heat pump). He immediately contacted [redacted] to explain the problem. Bill suggested that we check the power breaker and power switch. My husband explained that there was no problem with the breaker or switch. He said he would have someone come out the next day and that’s when the same technician from December, [redacted], was sent to back to our home. When my husband came home from work on Feb. 7th, he asked to see the work order from the visit on 2/6/14. My husband was concerned and had questions as to why the reason for the visit was not properly documented on the work order. When he asked Bill, Bill’s response was “I’m in my car and I’m not in front of a computer to provide you with any information.”

We called Bill, once again, and asked if he could come out to our home to explain how this system has failed. Bill came by the house on February 8th and asked us questions about our thermostat. He also shared what [redacted]’s assessment was regarding our unit. [redacted] told him that we had a damaged coil and a ruptured line that caused us to lose our refrigerant. In addition, [redacted] nor Bill knew where the leak was. Bill asked out loud to himself and in our presence. “why was the heat pump on in the first place and why didn’t the heat pump cut off automatically once it dropped below 40 degrees.” Our response to him was that we thought it was cutting off based on our understanding of how the hybrid system worked. He took a look at our thermostat and said we did not have a thermostat capable of cutting our furnace off at a predetermined temperature. Our response was, “why not? That’s what was installed with our new system.” His response was “that’s not what you have.” He wanted to get back to us about what our options were. He said he would set up an appointment with the energy team to see if we could qualify for another loan to replace this system.

We were not satisfied with [redacted]’s answer and we decided to have another company come out to assess the problem. Based on the new technician’s assessment, he confirmed that we did in fact have a top of the line thermostat capable of switching and cutting off the heat pump during predetermined temperature (i.e., severe drop). This technician also assessed that the thermostat was not programmed by the [redacted] and Sons causing the heat pump to run continuously all winter long, therefore damaging our system to the point of it now being nonfunctional. During the technician’s assessment, he asked my husband what type of thermostat we had. He responded that he did not know the make or model because we were not given the owner’s manual. The technician explained that in order for the thermostat to have the capability of supporting a hybrid system (which we had installed), we needed to have an IAQ thermostat. The technician handed my husband the owner’s manual that had been left in the crawl space by [redacted] and Sons, since the installation, and verified that we did in fact have a Honeywell VisionPro IAQ thermostat installed, which we were told by the new tech was top of the line. Because it was not programmed properly with predetermined settings to regulate the temperatures outside, it forced our system to work continuously during the severe drop in temperature we experienced this winter season (2013).Desired Settlement: We have made several attempts to resolve this issue and given [redacted] (Owner) an opportunity to fix the problem. When we spoke on the phone, he really didn’t want to talk about how the unit was damaged but rather he wanted to talk about completing another audit through the energy team in order for us to get pre approved for another $10,000.00 loan so that he could benefit from another installation. [redacted] told us that he paid $5,550 for the furnace alone whereas the unit worldwide sells for only $900.00, Tankless Hot Water Heater only $1092, Thermostat $200 plus $300 for parts & accessories for a total $2,492. [redacted] (Owner) charged us $8,000.00, this is extremely overpriced and should be against the law that anyone should have to suffer like this at the hands of any business. My husband has a severe eczema & allergy conditions not to mention COPD / CPAP dependent. As of today, we are still without a working heat pump.

Business

Response:

To Whom it May Concern:In response to the Cathie's complaint we did put a gas furnace system and coil in 11/15/10. We also suggested to the customer that they should replace their heat pump as well but they choose not to. We did furnish consumer with a IAQ t-stat for the ability to run from the heat pump to the furnace when the temps drop below freezing. There would have been a problem long before December 2013 if this was not installed or programmed correctly. Once we program it we leave it be but for some reason customers like to make their own programs and settings and are not well versed in doing so with this type of technology which leads to problems. We sent out technician [redacted] out in December to do a maintenance and check out the loud banging noises the customer heard. He diagnosed the problem being the heat pump was in defrost mode and that why it was making those loud sounds and as a result it got so cold out and it iced up thereby screws came loose and the fan cut into the lines and damaged the coil needing a new unit. Also the customer had a service contract with our company as of 9/30/13 and since then we received no payment for their monthly bill so they also did not have any sort of contract with [redacted] at the time yet we still did not charge them for any services rendered in that span. We tried to offer them a chance to get into the New Jersey Clean energy program so they would be able to take advantage of the low financing and special discounts and rebates. Apparently they thought we should replace a system that we told them to replace 4 years ago and we never installed for free. As for how much we charge we have been in business since 1973 and if we are this over priced terrible company we would have been out of business a long time ago. The customer can feel free to get other estimates but I can assure you if they get one from another long standing repuitable company such as ours they would find the pricing similar or more expensive.

Consumer

Response:

Review: [redacted]I am rejecting this response because:J. Maloney & Son Heating & A/C is not being truthful. They never suggested replacing our heat pump as a matter of fact they recommended against it because the heat pump was fairly new. The heat pump was newly installed just before we closed on the house in 2006 and they said because it was so new that a replacement was not recommended. He also said that we didn't have enough money from the state approved program that would allow us to install a new heat pump unless we were willing to make the purchase out of our pocket and we have the documentation to prove this because the original price was nearly $12,000 including the new heat pump. We would not have had a problem with the heat pump long before December 2013 because we didn't temperatures in the teens or below 35 degrees. Not to mention the technician from SJ Gas also verified this problem. In the month of Dec the technician [redacted] never documentated why he was there regarding the noise, this was why I had a problem in the first place I felt like they were covering their tracks. If this is the case that they came out for the noise I would like [redacted] & Son to provide wriiten proof that the vistit was for the noise. When I asked [redacted] / owner for this proof of the documentation for the visit he refused to provide it to me. As far as the service contract, we never received a generated bill from [redacted] & Son & A/C. They were taking the money automatically from a detit card and not once did they contact us for non-payment. As far as entering our own settings, that is also a lie. We didn't even have a manual in our possesion until we had a technician from another company come out to troubleshoot our problem. [redacted] & Son didn't leave us with the owner's manual or paperwork they left it under the house tuck away with the furnance and it wasn't discovered until the other technician found it. I am medically disabled from the military and due to my injuries and inability to squat it's not possible for me to go underneath the house so I was not in possession of the thermostat manual to make any changes not to mention I can't comprehend the technical language to do so. The bottom line is [redacted] knew that the error was their's and didn't want to be responsible for the repairs. This man is an HVAC Engineer and he is very capable of diagnosing issues so I find it hard to believe that he didn't catch this other than the fact that he never provided any quality control behind his techs until now. I am out of town but I will provide further proof that [redacted] dropped the ball, he only recommended The Energy Team because he gets to double dip for more our money and that's why we didn't move forward with it not to mention [redacted] / owner knew that our system was damaged when he set up the energy audit an in spite of wanted to get the approval anyway even though it was dishonest and we didn't to be part of that.Regards,[redacted]

Review: I purchased a tankless water heater from this company. From the very first day the hot water was intermittent. This is an on demand hot water system., but often there is only cold water.

They came back the next day and the next day, and several times thereafter. Each time they came they said "oh, it's this, now it's fixed." It is not fixed. Then they tried to blame me for the problem. They said there was a pipe leak under the house. There is not.

I signed a service agreement with them. I just had the technician come out and he said there is a piece missing that should be at the top to prevent silt, but it wasn't. He said the part was $600. I called the company, which now has been merged with [redacted]. I told them that a part was missing from the original install. They still want to charge me for the part. This is a $12,000 system, for which many people have told me I overpaid by thousands. I am now being stonewalled. When I call the company they tell me there is nothing more they can do unless I want them to install the part for $600.

I believe the problem stems from the installation, but they will never acknowledge that. [redacted] and his team never went under my home to see if this Quietside system was compatible with my pipes. The system uses 3/4 inch pipes, while the pipes under my home are 1/2 inch. My house was built around 1956. They should have checked that before they did anything. Perhaps this prevents the water from traveling or missing properly. Or maybe it's just a lemon. Whatever it is, I just want it fixed. If installing this part will fix the problem, then they should do it. But I shouldn't have to pay for something that is a primary part of the system and should have been installed when it was put in. I even told them that I would be willing to pay the service charge to have them come out - which I shouldn't have to do, but they are not willing to discuss it any longer. I want this resolved. Thank you.Desired Settlement: I want this company to fix the problem of intermittent no hot water. Last night I tried to take a shower at 10:30pm before bed. No hot water. Imagine how angry you would be if it happened 2-3 times a week. I want them to either:

1. Install the part they NOW say is the issue.

2. Not charge me for the part or the service.

OR

3. Replace the entire unit and be sure it operates correctly.

Business

Response:

THE UNIT'S PROTECTIVE FILTER IS GETTING CLOGGED AND SHUTTING DOWN THE UNIT. I ASKED THE CUSTOMER TO FORWARD ME THE DATES AND ISSUES SO I CAN TAKE THEM TO THE MANUFACTURER, HOWEVER I RECEIVED NOTHING TO DATE. I BELIEVE THE ISSUE IS THE POOR CONDITION PIPING UNDER THE HOME WHICH NEEDS REPLACED AND IS DETERIORATING AND BLOCKING THE FILTER. WE OFFERED TO REPLACE THE PIPING AT THE TIME OF INSTALL UT IT WASN'T IN THE BUDGET.

Consumer

Response:

Review: [redacted]I am rejecting this response because:Since I registered this complaint I uploaded a video of the issue, and, to date, have heard nothing. My husband and I have called no less that 3 times to both [redacted] and [redacted] telling them we sent them the video. My husband spoke with [redacted] and told him of the issue and I texted him at least 3 times telling him of the video. We have heard nothing from [redacted] as a response to the video. The subject of pipes under the home is a separate issue and has nothing to do with the problem at hand. For them to say that we chose not to have them correct the pipes because it was not in the budget is an excuse and not relative to this immediate issue. If the pipes were the initial issue than they, as the experts, should have declined to install the system. As such, they did not, they did NOT go under the house and did NOT say that they would not install the system and did NOT say the pipes could not withstand the system. They overheard me speaking with a plumber about a small leak from the storm, and that was fixed. We asked them to go under the house to see that there are no leaks, but they have not. I am still waiting for a response to the video. That should tell them all they need to know about the issue. It has nothing to do with under the house. It looks to be to be an ignition problem as the system just doesn't ignite. It could be a lemon, but we will not know until they come out to look. That's all we want. It's not fair that they pass blame onto us when they have not even come out to investigate. Thank you.Regards,Carol Mcguire

Business

Response:

I have not received anything. please send to [redacted]