Agers Heating & Air Conditioning, LLC.

I called your office on Monday, 8/15/and was instructed to provide documentationI had to make several phone calls and wait for responseswhich took some time to compile.We were asked to quote on the installation of a heating and air conditioning system, plus ductwork in July of As you will see in quote #for $14,800, our original quote included one system for the whole house and was to cover the rest of the components that are typical for an HVAC contractor to provide for a new construction project (bathroom exhaust fan vents, dryer vent, metal flue pipe for furnace/water heater)We bid Lennox equipmentWe were then told that their budget was only $8,and that they wanted two furnaces and air conditioners, one for each floorWe went to work on the math which looked impossibleWe met with [redacted] and [redacted] and they agreed to use standard efficiency Daikin equipment because it was less expensive then Lennox equipment specified in the first bidThe homeowners agreed to cutbacks in efficiency and ductwork; the common return being one of those cutbacks [redacted] and I met with ***, [redacted] and ***We discussed everything prior to the acceptance of the bid and specifically discussed the ductwork on the second floorWe talked about the lack of available space to get ductwork from the basement to the second floor and that we would have to put the second floor equipment in the attic spaceWe discussed that due to the budget we would put a common return in the hallway and [redacted] even made mention that we would use a return grill with a filter built in so the homeowner could change the air filter without having to climb into the attic space to reach the filterWe said the bedroom doors would have to be trimmed down at least an inch at the bottom to provide a path for the return airWe mentioned that pass through vents could be installed in the walls if they didn’t want to trim the doorsThey reiterated that they had no more to spend then the $8,We explained that we could simply not do what was in the first quote for the $8,budget we were givenThe cost of the equipment and materials in the first bid exceeded $8,They said they understood the return would be in the hallway.We sent [redacted] and [redacted] a revised quote #As you can see from the text, it provided less while still meeting the code requirement for StCharles countyThe bid price was $8,We could not go any lower and at this point, [redacted] and [redacted] agreed to the new proposal.During construction, the layout of the floor plan was such that our vent pipe would have come out of the front half of the roof and would have been noticeable from the streetThe [redacted] 's opted to spend the extra money to lengthen and relocate the flue vent pipe to the rear of the houseThey did not want to make any other changes due to increased cost.We installed the equipment and the mechanical as well as the rest of the house, was signed off and passed by the StCharles County building department in April Our installation met the code requirements for accepted installation practices in StCharles CountyIf the installation of a common return in the hallway was detrimental to the proper operation of the equipment, the mechanical code would not allow for it to be installed in that mannerIt clearly does provide for this type of installation, while not the most ideal methodThere is no language in the code limiting or calling out one practice over the other.We received a call a few days prior to the complaint to your officeThe complaint was that the bedrooms seemed too warm for the customers preferenceUpon inspection, our technician noted that the carpenter failed to trim the bottom of the bedroom doorsIt was noted that the doors drug the carpet and there was not a gap for air to return to the hallway as discussed prior to us rebidding the projectThe homeowners said they close their bedroom doors at nightThat blocks the return path for the air to make it back to the air conditioning system [redacted] from our office spoke to [redacted] ( [redacted] ’s father) and told him the doors either needed to stay open, be trimmed at the bottom or pass through vents needed to be installed in the walls, none of which were on our scope of work [redacted] asked [redacted] to provide a quote for installation of return ductwork in the ceilings of each bedroom, a component of our original quote to the homeownersAfter receiving the quote, [redacted] emailed me at 4:39pm on Friday, August She gave me no time to respond to her and minutes later I received an email from the Revdex.com that [redacted] had made a complaintI have also heard through our employees that [redacted] accused us of not returning her phone callsWe monitor every call and make every effort to return all calls that come into our office.I spoke to [redacted] at StCharles County building departmentWhile he agreed that returns in each bedroom were ideal, he said that the work that we performed met the local code and ultimately passed inspectionHe added that our bid was very lowHe remarked “sounds like the homeowner got what they paid for.”We feel that we were crystal clear as to the limitation that would occur as a result of us scaling back our price to provide two furnaces and two air conditioners plus ductworkWe explained to the customer that the common return in the hallway was the only way we could meet their budget numbersAt this point the customer has other options to remedy the situationTrimming the bottom of the doors, leaving them open or installing pass through vents in the wall to the hallway would all work to remedy this issueThey have refused those options and are now seeking to have us do work free of charge that they asked us to remove from our original bidWe feel that this complaint is unjustified given the details laid out in this response.The basis of the complaint is that we did not use best practices when installing the ductworkWe advised [redacted] and [redacted] that we had to make cuts due to their budgetIt is also not “best practices” to install a standard efficiency air conditioner and furnace when there are energy efficient models availableWe are limited to what our customers say they can afford and by installing equipment and ductwork to meet local code requirements.Hopefully this satisfies your request for informationPlease let me know if you need anything further from me [redacted] ***Owner - Agers Heating and Air Conditioningp.sI have attached both quotes and the final inspection notice from StCharles County

Let me start out by saying that we are NOT a York dealer Read this and you will see why We were called last year, during the heat of summer at 4:35pm on a Friday asking us to replace the Rooftop unit at a property in ArnoldWe called York and asked if they had the unit in stockWe were there on Monday installing the unit for the customerWe were hired by [redacted] ***, [redacted] Realty The York unit we replaced was not very old but had a “catastrophic failure” and had to be replacedWe set the exact same unit (model, size, etc.) as specified by the customerWe set the parameters as York instructedAfter several weeks the customer in the space complained to [redacted] about humidity being high in the spaceWe made several trips out there over the next few weeks, measuring humidity and making adjustments as York suggestedWe waited months to get paid by ***, even though York gave us days to pay themAt the end of the season, we were convinced that there was no further actions needed I received a call from a rep from [redacted] and during our conversation, told her that it would take a few days for us to come out because it was the middle of summer and we and York reps were backlogged(I have yet to get a York technical rep to offer to come to the job site.) We scheduled a date to come out and look and before the end of the day, I get a notice of a complaint from the Revdex.com I find it interesting and telling that [redacted] did not wait for us to come out, get findings, etcbefore making a complaint, which is full of inaccurate informationThe person who made the complaint didn’t even speak to meIt’s hearsay and inaccurate As far as York, Instead I was offered a third party company who sells a part that limits the capacity of the unitThis is not a fix by an means and when I questioned York, they said that they know of customers who have had to install this aftermarket part to get the unit to function properlyThey wouldn’t even commit to that being the certain fix for this issue While I sympathize with ***, we installed the same unit they had, we did NOT specify the equipmentIt is set to York specificationsWe are not York dealers because we use brands that we have more support on the back side of the saleThis situation is frustrating for us as wellWe have spent so much in labor on this job that we’ve lost money on itYork continues to pretend the equipment doesn’t have any issues and we are not the manufacturer so we don’t know their design specs I continue to dialog with York and wait for an answerThe customer is welcome to call also but does notIn commercial HVAC, it helps us when an angry customer calls the manufacturerThe manufacturing companies pay much more attention to the end user then the contractors that install it

We are sorry to hear that *** are still having issues with her rebatesAfter speaking to both the *** and *** *** contacts, we were told that the rebates were processed and no further action on our part was needed.You will see in the attached paperwork that Agers submitted the rebates
to both organizationsJust to be clear, *** and *** *** do not process their rebates in houseThey both have hired 3rd party contractors to process the rebates. *** uses a company called “ICF”*** *** uses “EFI”.I’ll address ***’s rebate first:We didn’t find this out until early December of but on June 18, *** from ICF cancelled the rebate internally because they were unable to verify the efficiency of the equipment through AHRI (another 3rd party company that rates the efficiency of HVAC equipment for the industry).When we received news that the AHRI was the issue, we contacted *** (the manufacturer) and received from the manufacturer the AHRI matchup number and provided it to *** from ICF on 12/15/He responded that he was personally handling the issue and that a rebate check was in the works*** left ICF when the program ended at the end of When we made follow up calls, we were told the rebate was being processed and no further action was neededWhen we were contacted by *** later in 2016, we made further attempts to find the status and get answersThe same answer was given, the rebate was in process but because that program ended, there were long delays.We have again called ICF and have been told that they are looking into the issueWe provided them with the AHRI numbers, the customer account numbers and any other information they requestedIt sounds like they are taking a serious look into thisWe do not get any notification as to the status of a rebateAs a side note, There was one other customer who’s rebate was processed at the same time as ***’s and was being handled by *** from ICFJust to check to see if this is an isolated incident, we called the other customer this morning to ask if they had received their rebate from Her answer was “noWe tried contacting *** to get this resolved and finally gave up.” We have renewed the push to get a resolution, now that we have been notified that the rebate for two customers have not been received.The contact person at ICF is *** ***His number is *** We spoke to him this morning and he said he was unable to look up any information but his “superiors” could look into it.As far as *** ***:We were told by ***’s contractor that the rebate check was mailed and they went as far as to say the check was never cashedWhen we received calls or emails from *** notifying us that she hadn’t received her rebate, we would put a call into EFI to check the status and were consistently told the rebate had been sentThey are checking into reissuing a check.The *** *** residential rebate processing center is ***You can find the rebate numbers on the attached paperwork if the customer is inclined to follow up on her own.Agers submits rebate applications on behalf of our customers as a courtesyWe are under no obligation from ICF or EFI to process that paperwork, which can be done by the homeownerWe provide the extra level of customer service by handling the submission for our customersWe did what we committed to, which was submitting the customers rebate requestWhile we have every intention to follow through to help the customer, get their rebate, it is a courtesy onlyWe make no guarentees as to the time frame or process of rebatesThis issue is really between the customer and *** or ***I’m not certain why this complaint was against Agers and not made against the two companies that are not sending the rebatesWe have literally invested hours into follow up, awaiting phone calls, sending and receiving emails and repliesIt is not a failure of Agers but rather an issue with the companies who are handling the rebates.Attached you will find the submission form that we received and also a “paid” statement from ***’s contractor, stating the rebate was paid in early

After Mr*** received the complaint from the Revdex.com he sent me an email explaining his side of the story He has since spoken to my husband and sent us a check for $which is what we were owed

I called your office on Monday, 8/15/16 and was instructed to provide documentation. I had to make several phone calls and wait for responses... which took some time to compile.We were asked to quote on the installation of a heating and air conditioning system, plus ductwork in July of 2015. As you...

will see in quote #4146 for $14,800, our original quote included one system for the whole house and was to cover the rest of the components that are typical for an HVAC contractor to provide for a new construction project (bathroom exhaust fan vents, dryer vent, metal flue pipe for furnace/water heater). We bid Lennox equipment. We were then told that their budget was only $8,500 and that they wanted two furnaces and air conditioners, one for each floor. We went to work on the math which looked impossible. We met with [redacted] and [redacted] and they agreed to use standard efficiency Daikin equipment because it was less expensive then Lennox equipment specified in the first bid. The homeowners agreed to cutbacks in efficiency and ductwork; the common return being one of those cutbacks. [redacted] and I met with [redacted] and [redacted]. We discussed everything prior to the acceptance of the bid and specifically discussed the ductwork on the second floor. We talked about the lack of available space to get ductwork from the basement to the second floor and that we would have to put the second floor equipment in the attic space. We discussed that due to the budget we would put a common return in the hallway and [redacted] even made mention that we would use a return grill with a filter built in so the homeowner could change the air filter without having to climb into the attic space to reach the filter. We said the bedroom doors would have to be trimmed down at least an inch at the bottom to provide a path for the return air. We mentioned that pass through vents could be installed in the walls if they didn’t want to trim the doors. They reiterated that they had no more to spend then the $8,500. We explained that we could simply not do what was in the first quote for the $8,500 budget we were given. The cost of the equipment and materials in the first bid exceeded $8,500. They said they understood the return would be in the hallway.We sent [redacted] and [redacted] a revised quote #4184. As you can see from the text, it provided less while still meeting the code requirement for St. Charles county. The bid price was $8,800. We could not go any lower and at this point, [redacted] and [redacted] agreed to the new proposal.During construction, the layout of the floor plan was such that our vent pipe would have come out of the front half of the roof and would have been noticeable from the street. The [redacted]'s opted to spend the extra money to lengthen and relocate the flue vent pipe to the rear of the house. They did not want to make any other changes due to increased cost.We installed the equipment and the mechanical as well as the rest of the house, was signed off and passed by the St. Charles County building department in April 2016. Our installation met the code requirements for accepted installation practices in St. Charles County. If the installation of a common return in the hallway was detrimental to the proper operation of the equipment, the mechanical code would not allow for it to be installed in that manner. It clearly does provide for this type of installation, while not the most ideal method. There is no language in the code limiting or calling out one practice over the other.We received a call a few days prior to the complaint to your office. The complaint was that the bedrooms seemed too warm for the customers preference. Upon inspection, our technician noted that the carpenter failed to trim the bottom of the bedroom doors. It was noted that the doors drug the carpet and there was not a gap for air to return to the hallway as discussed prior to us rebidding the project. The homeowners said they close their bedroom doors at night. That blocks the return path for the air to make it back to the air conditioning system. [redacted] from our office spoke to [redacted]’s father) and told him the doors either needed to stay open, be trimmed at the bottom or pass through vents needed to be installed in the walls, none of which were on our scope of work. [redacted] asked [redacted] to provide a quote for installation of return ductwork in the ceilings of each bedroom, a component of our original quote to the homeowners. After receiving the quote, [redacted] emailed me at 4:39pm on Friday, August 12. She gave me no time to respond to her and 19 minutes later I received an email from the Revdex.com that [redacted] had made a complaint. I have also heard through our employees that [redacted] accused us of not returning her phone calls. We monitor every call and make every effort to return all calls that come into our office.I spoke to [redacted] at St. Charles County building department. While he agreed that returns in each bedroom were ideal, he said that the work that we performed met the local code and ultimately passed inspection. He added that our bid was very low. He remarked “sounds like the homeowner got what they paid for.”We feel that we were crystal clear as to the limitation that would occur as a result of us scaling back our price to provide two furnaces and two air conditioners plus ductwork. We explained to the customer that the common return in the hallway was the only way we could meet their budget numbers. At this point the customer has other options to remedy the situation. Trimming the bottom of the doors, leaving them open or installing pass through vents in the wall to the hallway would all work to remedy this issue. They have refused those options and are now seeking to have us do work free of charge that they asked us to remove from our original bid. We feel that this complaint is unjustified given the details laid out in this response.The basis of the complaint is that we did not use best practices when installing the ductwork. We advised [redacted] and [redacted] that we had to make cuts due to their budget. It is also not “best practices” to install a standard efficiency air conditioner and furnace when there are energy efficient models available. We are limited to what our customers say they can afford and by installing equipment and ductwork to meet local code requirements.Hopefully this satisfies your request for information. Please let me know if you need anything further from me.  [redacted]Owner - Agers Heating and Air Conditioningp.s. I have attached both quotes and the final inspection notice from St. Charles County.

Let me start out by saying that we are NOT a York dealer.  Read this and you will see why.    We were called last year, during the heat of summer at 4:35pm on a Friday asking us to replace the Rooftop unit at a property in Arnold. We called York and asked if they had the unit in...

stock. We were there on Monday installing the unit for the customer. We were hired by [redacted] Realty.    The York unit we replaced was not very old but had a “catastrophic failure” and had to be replaced. We set the exact same unit (model, size, etc.) as specified by the customer. We set the parameters as York instructed. After several weeks the customer in the space complained to [redacted] about humidity being high in the space. We made several trips out there over the next few weeks, measuring humidity and making adjustments as York suggested. We waited months to get paid by [redacted], even though York gave us 30 days to pay them. At the end of the season, we were convinced that there was no further actions needed.   I received a call from a rep from [redacted] and during our conversation, told her that it would take a few days for us to come out because it was the middle of summer and we and York reps were backlogged. (I have yet to get a York technical rep to offer to come to the job site.) We scheduled a date to come out and look and before the end of the day, I get a notice of a complaint from the Revdex.com.    I find it interesting and telling that [redacted] did not wait for us to come out, get findings, etc. before making a complaint, which is full of inaccurate information. The person who made the complaint didn’t even speak to me. It’s hearsay and inaccurate.   As far as York, Instead I was offered a third party company who sells a part that limits the capacity of the unit. This is not a normal fix by an means and when I questioned York, they said that they know of customers who have had to install this aftermarket part to get the unit to function properly. They wouldn’t even commit to that being the certain fix for this issue.    While I sympathize with [redacted], we installed the same unit they had, we did NOT specify the equipment. It is set to York specifications. We are not York dealers because we use brands that we have more support on the back side of the sale. This situation is frustrating for us as well. We have spent so much in labor on this job that we’ve lost money on it. York continues to pretend the equipment doesn’t have any issues and we are not the manufacturer so we don’t know their design specs.  I continue to dialog with York and wait for an answer. The customer is welcome to call also but does not. In commercial HVAC, it helps us when an angry customer calls the manufacturer. The manufacturing companies pay much more attention to the end user then the contractors that install it.