Please see the attached letter from our HVAC General ManagerIt provides additional information that further supports our previous responses and references a previous document, the load calculationPlease let us know if any additional information would be requested
I am rejecting this response because: no matter what evidence/proof I send, John's Plumbing finds another way to rebuttalI am a little confused because a couple of weeks ago, I received a message saying John's Plumbing was going to be asked to deal with the oversize unit and the mold issueNow weeks later, I am still asked to accept or reject their decisionsHow much more evidence do I need to prove the unit is too large for my home? How many more times do I need to reject the decisions before something is done? John's Plumbing didn't want to take responsibility almost a year ago today and they are not going to take responsibility nowTheir customer service has been absolutely horrible towards me when I called the first time in August regarding the mold When I related the message from [redacted] that the unit was the problem and too much humidity was in my home, John's Plumbing deferred the problem to a broken pipe under the sinkWhen my insurance company and an outside engineer said the unit is too large or it is a malfunction with the unit, John's Plumbing says I don't know what I am talking about and my research is incorrect Now I admitted to not knowing a lot about BTUs or the calculations but I know a lot about math and I based my previous rebuttal on the math provided by themAt this point, I am extremely upset and tired I having to keep coming up with another reason why the unit is too big and it’s John’s Plumbing’s faultWhen I look around in my neighborhood with houses the same size as mine, the HVAC unit at my house is twice as large as everyone else and twice as large as the one John's Plumbing removed from my home when replacing the new oneEither all of my neighbors have the wrong unit including me before John's Plumbing replaced it or John's Plumbing sold me an unit too large I honestly don't know what else to say!
Attached is a copy of the load calculation for Mrs [redacted] 's homeTo summarize the pages attached, the load calculation in BTU's for her home is 17,(located on page 1) and the calculated BTU's for her unit is 19,(located on the last page)The BTU amount of 19,is calculated at degrees per code, [redacted] provides and degrees, so the 19,is the average of those two numbers providedEven though the customer has a ton unit installed in her home, the BTU's that it produces is closer to that of ton unitWe still feel that the unit is properly sized and that we are not at fault for the mold in the ventsRegards, David M [redacted] IIController
I am rejecting this response because: I am having problems again with a year old furnace! The tech I spoke with said if a unit is not installed correctly then one can experience the issue (s) I am havingOne more issue that reiterates my statement that Johns was and has been negligent in the installation of my HVAC unitIf I can get another people to confirm this, I will get myself a lawyer! [redacted]
Johns Plumbing, Heating and Air Conditioning, originally installed a ton AC unit and 60k BTU gas furnace in late August and the system passed final city inspection in early September We did not replace any ductwork during our installation and tied our new system into the existing ductwork, making any modifications as necessaryDuctwork was left over from the system we replaced.On September 9, 2016, the customer contacted our company after noticing mold around her air vents and duct workWe sent a technician out to inspect the problem that same dayHis notes indicate that there was in fact mold in the duct work, but felt it had been caused by a pipe leakOur technician recommend that the customer contact [redacted] to have the mold remediated, as it could be harmful to their healthOn September 15, 2016, our Manager spoke with the customer and indicated that after the mold had been removed we would come back out to further inspect the systemCustomer never called back to have us further inspect the system.The customer mailed a letter and copies of reports from [redacted] and [redacted] in early February In the engineering report from [redacted] **, there are several things pointed out that could have caused the mold in the crawl space and duct work that are not directly related to the mechanical operation of the HVAC system.Noted on page and page of the report with pictures, are the downspouts discharging adjacent to the houseThere is no evidence that excess water is being properly redirected away from the crawl spaceSince fungal growth was observed on the bottom of the floor framing, this would be contributed to by excess moisture in the crawl space, which would be attributed to improper drainage from the downspoutsAlso noted on page of the report is that excess moisture in the crawl space is a result of inadequate surface water drainage, lack of proper vapor barrier and inadequate ventilationGiven the excess moisture notated in the crawl space, and an understanding that mold and fungal growth require moisture to begin growing, we do not feel that the HVAC system properly installed and inspected in 2013, which does not create moisture in itself, is the underlying cause for the issue mentionedIt should also be noted that we have no records of the customer properly maintaining her system on an annual basis since the installation in We have no control over what occurred between the initial installation of the system in and the first time we were contacted about the issue in 2016.Our HVAC General Manager would be happy to come out and inspect the unit with the homeowner once the mold has been remediatedPlease feel free to contact our office to schedule this follow up appointmentTell us why here
After additional review, since we have no documentation showing what the agreed upon term of additional years of maintenance was to be, we will refund half of the 2nd year of additional maintenance.We performed the spring maintenance in July 2017, but will be unable to perform the required fall maintenance for the systemThe value of the annual maintenance for Mrs [redacted] ’s system is $of which, we will refund her $As noted previously, we have been unable to satisfy Mrs [redacted] since the installation of her systemWe have recommended to the customer that she should consider a different service company that may be better suited to meet her needs and expectationsAny warranty for the equipment installed can be serviced by another company without any issues.Regards,Johns Plumbing, Heating and Air Management
Initial Business Response / [redacted] (1000, 5, 2016/06/03) */ On May 25th customer called in with no a/cOur tech went to jobSystem low on refrigerantoffered homowner leak search but they elected to see how long freon would lastTech did a quick leak search (free of charge) on the indoor coil Customer called back said no a/c againFound low on refrigerant againPut psig of nitrogen in unitExplained to customer would have to get more nitrogen to fill systemExplained our rate of $per hour for peopleHe Declined workWe did all this on 2nd trip for no charge
I am rejecting this response because: Statements are untrueI have attached documents when in July I advised of the high electric billsWhen the technician checked the unit, on 15JUL15, he told me that the fan on the unit was set too highWhen the tech completed the invoice he reported that he adjusted the gas pressure down (common pratice to tell client one thing and document something different)I advised Brandon P*** in an email 30JULthat the electric bill went down in just days and that I was waiting for gas bill comparison resultsI also asked for a monetary refund or years additional maintenance programI never heard back for Mr P*** and wrote again 11OCTwith additional issueBrandon replied by phone that I only received free year maintenance with purchase and that the office manager approved an additional years due to the higher cost of electricUnfortunately, they never put this in writingThis is such a smart business practiceThe techs get advised exactly what to document and what not to just to cover their assI reported the banging and noises the furnace was making from 08MAYup until JANI advised the receptionist when I called to change maintenance to be done sooner because of the noise and that it was now leaking through the wall and on the floorThe tech saw the water damage and felt the wet towels on the carpet but neither wrote this information on any of the reportsAnother CYA move tp avoid responsiblityThe tech told me that there was pumps and one of them had never been wired since installation yet on the invoice it said: Float switch was wired incorrectly so unit kept running even when thepump was fullIf the float was never wired then pump is not switched to on so where does the water go when bin is full? On my floorThis is another issue that Johns will not take responsiblity forI saw another customer with water issues that Johns will not take responsiblity for eitherThis seems to be a regular solution to lie, deny, and refuse to service the client againThere is a definite history of backhanded business practices and negligent service I also have an invoice saying Warranty Lifetime on Heat Exchanger; Years Parts & LaborI was told no I must pay for Labor but Parts are freeEven their practice when they get a call that no air conditioning, they run up the charges of $instead of checking for a leak first and then say if you buy a new unit with us we will deduct from the costNot illegal, just underhandedWhen I hired Johns to install new furnace, upon completion, I noticed there was never a permit postedQuestionable so I called the city office they checked the files and was told that they had no permit for my home for HVAC (Brandon later provided me a permit number)I now want not only a refund for the 3rd year maintenance but also for the water damageThey will again deny any responsiblity but potental customers need to know how they operate
Attached is a copy of the load calculation for Mrs. [redacted]'s home. To summarize the 10 pages attached, the load calculation in BTU's for her home is 17,436 (located on page 1) and the calculated BTU's for her unit is 19,400 (located on the last page). The BTU amount of 19,400 is calculated at 90 degrees per code, [redacted] provides 85 and 95 degrees, so the 19,400 is the average of those two numbers provided. Even though the customer has a 2 ton unit installed in her home, the BTU's that it produces is closer to that of 1.5 ton unit. We still feel that the unit is properly sized and that we are not at fault for the mold in the vents. Regards, David M[redacted] IIController
I am rejecting this
response because: no matter what evidence/proof I send, John's Plumbing finds
another way to rebuttal. I am a little confused because a couple of weeks
ago, I received a message saying John's Plumbing was going to be asked to deal
with the oversize unit and the mold issue. Now weeks later, I am still asked to
accept or reject their decisions. How much more evidence do I need to prove the
unit is too large for my home? How many more times do I need to reject the
decisions before something is done? John's Plumbing didn't want to take
responsibility almost a year ago today and they are not going to take
responsibility now. Their customer service has been absolutely horrible
towards me when I called the first time in August 2016 regarding the
mold. When I related the message from [redacted] that the unit was the
problem and too much humidity was in my home, John's Plumbing deferred the
problem to a broken pipe under the sink. When my insurance company and an
outside engineer said the unit is too large or it is a malfunction with the
unit, John's Plumbing says I don't know what I am talking about and my research
is incorrect. Now I admitted to not knowing a lot about BTUs or the
calculations but I know a lot about math and I based my previous rebuttal on
the math provided by them. At this point, I am extremely upset and tired I having
to keep coming up with another reason why the unit is too big and it’s John’s
Plumbing’s fault. When I look around in my neighborhood with houses the same
size as mine, the HVAC unit at my house is twice as large as everyone else and
twice as large as the one John's Plumbing removed from my home when replacing
the new one. Either all of my neighbors have the wrong unit including me before
John's Plumbing replaced it or John's Plumbing sold me an unit too large.
I honestly don't know what else to say!
I am rejecting this response because:
I am having problems again with a 3 year old furnace! The tech I spoke with said if a unit is not installed correctly then one can experience the issue (s) I am having. One more issue that reiterates my statement that Johns was and has been negligent in the installation of my HVAC unit. If I can get another 2 people to confirm this, I will get myself a lawyer! [redacted]
I am rejecting this response because: the response from John's Plumbing is not accurate according to my research and the information I gathered from other companies similar to theirs. While I do not understand the BTUs calculations, I do have a Bachelor's Degree in Accounting and the math John's Plumbing is given as their defense is not adding up. My research shows 12000 BTUs which is 1 ton unit to be used per 800 square feet in a home. Since my home is only 1062 square feet, the maximum unit used should have been 15930 BTUs which is 1.33 ton unit. I am pretty sure John's Plumbing could not sell a custom unit of 1.33 ton but the next size unit sold to me should have been a 1.5 ton unit. There has been an additional 8070 BTUs or .67 ton operating at my home which I did not need or should have paid for an efficient HVAC unit, thus causing the excessive moisture in my home.
I called two other companies in Greensboro to get a quote on the size unit they would have sold me if I was purchasing a brand new one from them. Both companies recommend an unit from 1 to 1.50 ton unit for my home. Both companies were in agreement the unit of 2 tons for my size home is too large and the person who sold me the unit should have known. The websites I used for my research are [redacted] and [redacted]. The two companies I received quotes from are [redacted] in Greensboro and [redacted] in Greensboro.
Initial Business Response /* (1000, 5, 2016/06/03) */
On May 25th customer called in with no a/c. Our tech went to job. System low on refrigerant. offered homowner leak search but they elected to see how long freon would last. Tech did a quick leak search (free of charge) on the indoor coil. ...
Customer called back said no a/c again. Found low on refrigerant again. Put 300 psig of nitrogen in unit. Explained to customer would have to get more nitrogen to fill system. Explained our rate of $120.00 per hour for 2 people. He Declined work. We did all this on 2nd trip for no charge.
Please see the attached letter from our HVAC General Manager. It provides additional information that further supports our previous responses and references a previous document, the load calculation. Please let us know if any additional information would be requested.
Our records indicate that the unit in question was installed in October of 2014. With the purchase and installation, Mrs. [redacted] would have received one year of maintenance with that system which would have concluded in October of 2015. We completed the spring maintenance in May of 2015 and the...
fall maintenance in October of 2015. There was a service call in July of 2015 where the customer noted that she was having a high electric and gas bill after the installation of her new system. We performed a diagnostic, but nothing specific was identified as a reason for the high bills. We noted that the customer’s system has a UV bulb and condensate pump that operate year round, but there were no issues noted with an incorrect setting on an internal fan as noted by Mrs. [redacted] in her complaint. It was around the time of this service call that our HVAC General Manager and the customer agreed to a 2nd year of free maintenance, not 2 additional years of maintenance. There was no charge for this service call.We performed the next spring maintenance in June 2016, checked all components and changed filters at no charge to the customer. We performed another fall maintenance in January 2017, checked all operations and changed filters. During this maintenance we identified that a safety float switch on the condensate pump had been wired incorrectly, this was corrected prior to completion of the maintenance. These two maintenances would have concluded the 2nd year of free maintenance that was agreed to by the customer.In July 2017, our system created an additional maintenance for the customer. We arrived on site to check all operations, changed filters and identified that a valve needed to be replaced. When the valve was identified, the technician on site contacted the HVAC General Manager, who instructed the technician to complete the service, but not to order the replacement valve.Mrs. [redacted] has not been charged for any maintenance or service since the installation of her system in October 2014. Mrs. [redacted]’s desired settlement is a refund of a “free” year’s maintenance due to a fan setting that caused high heating bills. There have been no issues noted with any fan settings that could have caused high heating bills. She received the 1st year maintenance which was included with the purchase of her system and then she received a 2nd year of maintenance at no additional cost. There was no agreement for 2 additional years of maintenance which is what Mrs. [redacted] requested via email, it was just an additional year of maintenance to cover the 2nd year after the installation. In addition, she received a spring maintenance for the 3rd year since installation at no charge due to a system error.We are unable to refund anything to Mrs. [redacted] at this time, as we have completed the additional 2nd year of maintenance that was promised to her. During the period since the installation of her system we have performed all service and maintenance on the system and tried to satisfy the customer’s every need. Unfortunately, even though the system is operating properly and has been since the installation, we have been unable to satisfy her. At this point we have recommended to the customer that she should consider a different service company that may be better suited to meet her needs and expectations. Any warranty for the equipment installed can be serviced by another company without any issues.Regards, Johns Plumbing, Heating and Air Management
I am rejecting this response because: I have documentation included in the complete package I mailed to John's Plumbing from an independent engineer that the unit installed at my home was too large for the size of my home. Because the unit was too large, it is causing excessive moisture to remain in my home. John's Plumbing never asked if the unit was properly maintained. They are only assuming it was not because I didn't have those services performed with them and they were only trying to place blame on the mold issue on anything else than the HVAC unit. I do have receipts where the unit was serviced twice a year since it was installed in 2013 by another company. My last concern is John's Plumbing never told me the ductwork was not replaced as promised by the repairman who came to my home. On the original quote received, the salesman checked ductwork modification would be done. I told him I wanted all the ductwork replaced if I purchase this unit. He told me everything would be new and not to worry about them using old material when installing the new unit.
Johns Plumbing, Heating and Air Conditioning, originally installed a 2 ton AC unit and 60k BTU gas furnace in late August 2013 and the system passed final city inspection in early September 2013. We did not replace any ductwork during our installation and tied our new system into the existing...
ductwork, making any modifications as necessary. Ductwork was left over from the system we replaced.On September 9, 2016, the customer contacted our company after noticing mold around her air vents and duct work. We sent a technician out to inspect the problem that same day. His notes indicate that there was in fact mold in the duct work, but felt it had been caused by a pipe leak. Our technician recommend that the customer contact [redacted] to have the mold remediated, as it could be harmful to their health. On September 15, 2016, our Manager spoke with the customer and indicated that after the mold had been removed we would come back out to further inspect the system. Customer never called back to have us further inspect the system.The customer mailed a letter and copies of reports from [redacted] and [redacted] in early February 2017. In the engineering report from [redacted], there are several things pointed out that could have caused the mold in the crawl space and duct work that are not directly related to the mechanical operation of the HVAC system.Noted on page 2 and page 8 of the report with pictures, are the downspouts discharging adjacent to the house. There is no evidence that excess water is being properly redirected away from the crawl space. Since fungal growth was observed on the bottom of the floor framing, this would be contributed to by excess moisture in the crawl space, which would be attributed to improper drainage from the downspouts. Also noted on page 3 of the report is that excess moisture in the crawl space is a result of inadequate surface water drainage, lack of proper vapor barrier and inadequate ventilation. Given the excess moisture notated in the crawl space, and an understanding that mold and fungal growth require moisture to begin growing, we do not feel that the HVAC system properly installed and inspected in 2013, which does not create moisture in itself, is the underlying cause for the issue mentioned. It should also be noted that we have no records of the customer properly maintaining her system on an annual basis since the installation in 2013. We have no control over what occurred between the initial installation of the system in 2013 and the first time we were contacted about the issue in 2016.Our HVAC General Manager would be happy to come out and inspect the unit with the homeowner once the mold has been remediated. Please feel free to contact our office to schedule this follow up appointment. Tell us why here...
After additional review, since we have no documentation
showing what the agreed upon term of additional years of maintenance was to be,
we will refund half of the 2nd year of additional maintenance.We performed the spring maintenance in July 2017, but will
be unable to perform the required fall maintenance for the system. The value of
the annual maintenance for Mrs. [redacted]’s system is $199 of which, we will
refund her $99.50. As noted previously, we have been unable to satisfy Mrs.
[redacted] since the installation of her system. We have recommended to the
customer that she should consider a different service company that may be
better suited to meet her needs and expectations. Any warranty for the
equipment installed can be serviced by another company without any issues.Regards,Johns Plumbing, Heating and Air Management
Please see the attached letter from our HVAC General ManagerIt provides additional information that further supports our previous responses and references a previous document, the load calculationPlease let us know if any additional information would be requested
I am rejecting this response because: no matter what evidence/proof I send, John's Plumbing finds another way to rebuttalI am a little confused because a couple of weeks ago, I received a message saying John's Plumbing was going to be asked to deal with the oversize unit and the mold issueNow weeks later, I am still asked to accept or reject their decisionsHow much more evidence do I need to prove the unit is too large for my home? How many more times do I need to reject the decisions before something is done? John's Plumbing didn't want to take responsibility almost a year ago today and they are not going to take responsibility nowTheir customer service has been absolutely horrible towards me when I called the first time in August regarding the mold When I related the message from [redacted] that the unit was the problem and too much humidity was in my home, John's Plumbing deferred the problem to a broken pipe under the sinkWhen my insurance company and an outside engineer said the unit is too large or it is a malfunction with the unit, John's Plumbing says I don't know what I am talking about and my research is incorrect Now I admitted to not knowing a lot about BTUs or the calculations but I know a lot about math and I based my previous rebuttal on the math provided by themAt this point, I am extremely upset and tired I having to keep coming up with another reason why the unit is too big and it’s John’s Plumbing’s faultWhen I look around in my neighborhood with houses the same size as mine, the HVAC unit at my house is twice as large as everyone else and twice as large as the one John's Plumbing removed from my home when replacing the new oneEither all of my neighbors have the wrong unit including me before John's Plumbing replaced it or John's Plumbing sold me an unit too large I honestly don't know what else to say!
Attached is a copy of the load calculation for Mrs [redacted] 's homeTo summarize the pages attached, the load calculation in BTU's for her home is 17,(located on page 1) and the calculated BTU's for her unit is 19,(located on the last page)The BTU amount of 19,is calculated at degrees per code, [redacted] provides and degrees, so the 19,is the average of those two numbers providedEven though the customer has a ton unit installed in her home, the BTU's that it produces is closer to that of ton unitWe still feel that the unit is properly sized and that we are not at fault for the mold in the ventsRegards, David M [redacted] IIController
I am rejecting this response because: I am having problems again with a year old furnace! The tech I spoke with said if a unit is not installed correctly then one can experience the issue (s) I am havingOne more issue that reiterates my statement that Johns was and has been negligent in the installation of my HVAC unitIf I can get another people to confirm this, I will get myself a lawyer! [redacted]
Johns Plumbing, Heating and Air Conditioning, originally installed a ton AC unit and 60k BTU gas furnace in late August and the system passed final city inspection in early September We did not replace any ductwork during our installation and tied our new system into the existing ductwork, making any modifications as necessaryDuctwork was left over from the system we replaced.On September 9, 2016, the customer contacted our company after noticing mold around her air vents and duct workWe sent a technician out to inspect the problem that same dayHis notes indicate that there was in fact mold in the duct work, but felt it had been caused by a pipe leakOur technician recommend that the customer contact [redacted] to have the mold remediated, as it could be harmful to their healthOn September 15, 2016, our Manager spoke with the customer and indicated that after the mold had been removed we would come back out to further inspect the systemCustomer never called back to have us further inspect the system.The customer mailed a letter and copies of reports from [redacted] and [redacted] in early February In the engineering report from [redacted] **, there are several things pointed out that could have caused the mold in the crawl space and duct work that are not directly related to the mechanical operation of the HVAC system.Noted on page and page of the report with pictures, are the downspouts discharging adjacent to the houseThere is no evidence that excess water is being properly redirected away from the crawl spaceSince fungal growth was observed on the bottom of the floor framing, this would be contributed to by excess moisture in the crawl space, which would be attributed to improper drainage from the downspoutsAlso noted on page of the report is that excess moisture in the crawl space is a result of inadequate surface water drainage, lack of proper vapor barrier and inadequate ventilationGiven the excess moisture notated in the crawl space, and an understanding that mold and fungal growth require moisture to begin growing, we do not feel that the HVAC system properly installed and inspected in 2013, which does not create moisture in itself, is the underlying cause for the issue mentionedIt should also be noted that we have no records of the customer properly maintaining her system on an annual basis since the installation in We have no control over what occurred between the initial installation of the system in and the first time we were contacted about the issue in 2016.Our HVAC General Manager would be happy to come out and inspect the unit with the homeowner once the mold has been remediatedPlease feel free to contact our office to schedule this follow up appointmentTell us why here
After additional review, since we have no documentation showing what the agreed upon term of additional years of maintenance was to be, we will refund half of the 2nd year of additional maintenance.We performed the spring maintenance in July 2017, but will be unable to perform the required fall maintenance for the systemThe value of the annual maintenance for Mrs [redacted] ’s system is $of which, we will refund her $As noted previously, we have been unable to satisfy Mrs [redacted] since the installation of her systemWe have recommended to the customer that she should consider a different service company that may be better suited to meet her needs and expectationsAny warranty for the equipment installed can be serviced by another company without any issues.Regards,Johns Plumbing, Heating and Air Management
Initial Business Response / [redacted] (1000, 5, 2016/06/03) */ On May 25th customer called in with no a/cOur tech went to jobSystem low on refrigerantoffered homowner leak search but they elected to see how long freon would lastTech did a quick leak search (free of charge) on the indoor coil Customer called back said no a/c againFound low on refrigerant againPut psig of nitrogen in unitExplained to customer would have to get more nitrogen to fill systemExplained our rate of $per hour for peopleHe Declined workWe did all this on 2nd trip for no charge
I am rejecting this response because: Statements are untrueI have attached documents when in July I advised of the high electric billsWhen the technician checked the unit, on 15JUL15, he told me that the fan on the unit was set too highWhen the tech completed the invoice he reported that he adjusted the gas pressure down (common pratice to tell client one thing and document something different)I advised Brandon P*** in an email 30JULthat the electric bill went down in just days and that I was waiting for gas bill comparison resultsI also asked for a monetary refund or years additional maintenance programI never heard back for Mr P*** and wrote again 11OCTwith additional issueBrandon replied by phone that I only received free year maintenance with purchase and that the office manager approved an additional years due to the higher cost of electricUnfortunately, they never put this in writingThis is such a smart business practiceThe techs get advised exactly what to document and what not to just to cover their assI reported the banging and noises the furnace was making from 08MAYup until JANI advised the receptionist when I called to change maintenance to be done sooner because of the noise and that it was now leaking through the wall and on the floorThe tech saw the water damage and felt the wet towels on the carpet but neither wrote this information on any of the reportsAnother CYA move tp avoid responsiblityThe tech told me that there was pumps and one of them had never been wired since installation yet on the invoice it said: Float switch was wired incorrectly so unit kept running even when thepump was fullIf the float was never wired then pump is not switched to on so where does the water go when bin is full? On my floorThis is another issue that Johns will not take responsiblity forI saw another customer with water issues that Johns will not take responsiblity for eitherThis seems to be a regular solution to lie, deny, and refuse to service the client againThere is a definite history of backhanded business practices and negligent service I also have an invoice saying Warranty Lifetime on Heat Exchanger; Years Parts & LaborI was told no I must pay for Labor but Parts are freeEven their practice when they get a call that no air conditioning, they run up the charges of $instead of checking for a leak first and then say if you buy a new unit with us we will deduct from the costNot illegal, just underhandedWhen I hired Johns to install new furnace, upon completion, I noticed there was never a permit postedQuestionable so I called the city office they checked the files and was told that they had no permit for my home for HVAC (Brandon later provided me a permit number)I now want not only a refund for the 3rd year maintenance but also for the water damageThey will again deny any responsiblity but potental customers need to know how they operate
Attached is a copy of the load calculation for Mrs. [redacted]'s home. To summarize the 10 pages attached, the load calculation in BTU's for her home is 17,436 (located on page 1) and the calculated BTU's for her unit is 19,400 (located on the last page). The BTU amount of 19,400 is calculated at 90 degrees per code, [redacted] provides 85 and 95 degrees, so the 19,400 is the average of those two numbers provided. Even though the customer has a 2 ton unit installed in her home, the BTU's that it produces is closer to that of 1.5 ton unit. We still feel that the unit is properly sized and that we are not at fault for the mold in the vents. Regards, David M[redacted] IIController
I am rejecting this
response because: no matter what evidence/proof I send, John's Plumbing finds
another way to rebuttal. I am a little confused because a couple of weeks
ago, I received a message saying John's Plumbing was going to be asked to deal
with the oversize unit and the mold issue. Now weeks later, I am still asked to
accept or reject their decisions. How much more evidence do I need to prove the
unit is too large for my home? How many more times do I need to reject the
decisions before something is done? John's Plumbing didn't want to take
responsibility almost a year ago today and they are not going to take
responsibility now. Their customer service has been absolutely horrible
towards me when I called the first time in August 2016 regarding the
mold. When I related the message from [redacted] that the unit was the
problem and too much humidity was in my home, John's Plumbing deferred the
problem to a broken pipe under the sink. When my insurance company and an
outside engineer said the unit is too large or it is a malfunction with the
unit, John's Plumbing says I don't know what I am talking about and my research
is incorrect. Now I admitted to not knowing a lot about BTUs or the
calculations but I know a lot about math and I based my previous rebuttal on
the math provided by them. At this point, I am extremely upset and tired I having
to keep coming up with another reason why the unit is too big and it’s John’s
Plumbing’s fault. When I look around in my neighborhood with houses the same
size as mine, the HVAC unit at my house is twice as large as everyone else and
twice as large as the one John's Plumbing removed from my home when replacing
the new one. Either all of my neighbors have the wrong unit including me before
John's Plumbing replaced it or John's Plumbing sold me an unit too large.
I honestly don't know what else to say!
I am rejecting this response because:
I am having problems again with a 3 year old furnace! The tech I spoke with said if a unit is not installed correctly then one can experience the issue (s) I am having. One more issue that reiterates my statement that Johns was and has been negligent in the installation of my HVAC unit. If I can get another 2 people to confirm this, I will get myself a lawyer! [redacted]
I am rejecting this response because: the response from John's Plumbing is not accurate according to my research and the information I gathered from other companies similar to theirs. While I do not understand the BTUs calculations, I do have a Bachelor's Degree in Accounting and the math John's Plumbing is given as their defense is not adding up. My research shows 12000 BTUs which is 1 ton unit to be used per 800 square feet in a home. Since my home is only 1062 square feet, the maximum unit used should have been 15930 BTUs which is 1.33 ton unit. I am pretty sure John's Plumbing could not sell a custom unit of 1.33 ton but the next size unit sold to me should have been a 1.5 ton unit. There has been an additional 8070 BTUs or .67 ton operating at my home which I did not need or should have paid for an efficient HVAC unit, thus causing the excessive moisture in my home.
I called two other companies in Greensboro to get a quote on the size unit they would have sold me if I was purchasing a brand new one from them. Both companies recommend an unit from 1 to 1.50 ton unit for my home. Both companies were in agreement the unit of 2 tons for my size home is too large and the person who sold me the unit should have known. The websites I used for my research are [redacted] and [redacted]. The two companies I received quotes from are [redacted] in Greensboro and [redacted] in Greensboro.
Initial Business Response /* (1000, 5, 2016/06/03) */
On May 25th customer called in with no a/c. Our tech went to job. System low on refrigerant. offered homowner leak search but they elected to see how long freon would last. Tech did a quick leak search (free of charge) on the indoor coil. ...
Customer called back said no a/c again. Found low on refrigerant again. Put 300 psig of nitrogen in unit. Explained to customer would have to get more nitrogen to fill system. Explained our rate of $120.00 per hour for 2 people. He Declined work. We did all this on 2nd trip for no charge.
Please see the attached letter from our HVAC General Manager. It provides additional information that further supports our previous responses and references a previous document, the load calculation. Please let us know if any additional information would be requested.
Our records indicate that the unit in question was installed in October of 2014. With the purchase and installation, Mrs. [redacted] would have received one year of maintenance with that system which would have concluded in October of 2015. We completed the spring maintenance in May of 2015 and the...
fall maintenance in October of 2015. There was a service call in July of 2015 where the customer noted that she was having a high electric and gas bill after the installation of her new system. We performed a diagnostic, but nothing specific was identified as a reason for the high bills. We noted that the customer’s system has a UV bulb and condensate pump that operate year round, but there were no issues noted with an incorrect setting on an internal fan as noted by Mrs. [redacted] in her complaint. It was around the time of this service call that our HVAC General Manager and the customer agreed to a 2nd year of free maintenance, not 2 additional years of maintenance. There was no charge for this service call.We performed the next spring maintenance in June 2016, checked all components and changed filters at no charge to the customer. We performed another fall maintenance in January 2017, checked all operations and changed filters. During this maintenance we identified that a safety float switch on the condensate pump had been wired incorrectly, this was corrected prior to completion of the maintenance. These two maintenances would have concluded the 2nd year of free maintenance that was agreed to by the customer.In July 2017, our system created an additional maintenance for the customer. We arrived on site to check all operations, changed filters and identified that a valve needed to be replaced. When the valve was identified, the technician on site contacted the HVAC General Manager, who instructed the technician to complete the service, but not to order the replacement valve.Mrs. [redacted] has not been charged for any maintenance or service since the installation of her system in October 2014. Mrs. [redacted]’s desired settlement is a refund of a “free” year’s maintenance due to a fan setting that caused high heating bills. There have been no issues noted with any fan settings that could have caused high heating bills. She received the 1st year maintenance which was included with the purchase of her system and then she received a 2nd year of maintenance at no additional cost. There was no agreement for 2 additional years of maintenance which is what Mrs. [redacted] requested via email, it was just an additional year of maintenance to cover the 2nd year after the installation. In addition, she received a spring maintenance for the 3rd year since installation at no charge due to a system error.We are unable to refund anything to Mrs. [redacted] at this time, as we have completed the additional 2nd year of maintenance that was promised to her. During the period since the installation of her system we have performed all service and maintenance on the system and tried to satisfy the customer’s every need. Unfortunately, even though the system is operating properly and has been since the installation, we have been unable to satisfy her. At this point we have recommended to the customer that she should consider a different service company that may be better suited to meet her needs and expectations. Any warranty for the equipment installed can be serviced by another company without any issues.Regards, Johns Plumbing, Heating and Air Management
I am rejecting this response because: I have documentation included in the complete package I mailed to John's Plumbing from an independent engineer that the unit installed at my home was too large for the size of my home. Because the unit was too large, it is causing excessive moisture to remain in my home. John's Plumbing never asked if the unit was properly maintained. They are only assuming it was not because I didn't have those services performed with them and they were only trying to place blame on the mold issue on anything else than the HVAC unit. I do have receipts where the unit was serviced twice a year since it was installed in 2013 by another company. My last concern is John's Plumbing never told me the ductwork was not replaced as promised by the repairman who came to my home. On the original quote received, the salesman checked ductwork modification would be done. I told him I wanted all the ductwork replaced if I purchase this unit. He told me everything would be new and not to worry about them using old material when installing the new unit.
Johns Plumbing, Heating and Air Conditioning, originally installed a 2 ton AC unit and 60k BTU gas furnace in late August 2013 and the system passed final city inspection in early September 2013. We did not replace any ductwork during our installation and tied our new system into the existing...
ductwork, making any modifications as necessary. Ductwork was left over from the system we replaced.On September 9, 2016, the customer contacted our company after noticing mold around her air vents and duct work. We sent a technician out to inspect the problem that same day. His notes indicate that there was in fact mold in the duct work, but felt it had been caused by a pipe leak. Our technician recommend that the customer contact [redacted] to have the mold remediated, as it could be harmful to their health. On September 15, 2016, our Manager spoke with the customer and indicated that after the mold had been removed we would come back out to further inspect the system. Customer never called back to have us further inspect the system.The customer mailed a letter and copies of reports from [redacted] and [redacted] in early February 2017. In the engineering report from [redacted], there are several things pointed out that could have caused the mold in the crawl space and duct work that are not directly related to the mechanical operation of the HVAC system.Noted on page 2 and page 8 of the report with pictures, are the downspouts discharging adjacent to the house. There is no evidence that excess water is being properly redirected away from the crawl space. Since fungal growth was observed on the bottom of the floor framing, this would be contributed to by excess moisture in the crawl space, which would be attributed to improper drainage from the downspouts. Also noted on page 3 of the report is that excess moisture in the crawl space is a result of inadequate surface water drainage, lack of proper vapor barrier and inadequate ventilation. Given the excess moisture notated in the crawl space, and an understanding that mold and fungal growth require moisture to begin growing, we do not feel that the HVAC system properly installed and inspected in 2013, which does not create moisture in itself, is the underlying cause for the issue mentioned. It should also be noted that we have no records of the customer properly maintaining her system on an annual basis since the installation in 2013. We have no control over what occurred between the initial installation of the system in 2013 and the first time we were contacted about the issue in 2016.Our HVAC General Manager would be happy to come out and inspect the unit with the homeowner once the mold has been remediated. Please feel free to contact our office to schedule this follow up appointment. Tell us why here...
After additional review, since we have no documentation
showing what the agreed upon term of additional years of maintenance was to be,
we will refund half of the 2nd year of additional maintenance.We performed the spring maintenance in July 2017, but will
be unable to perform the required fall maintenance for the system. The value of
the annual maintenance for Mrs. [redacted]’s system is $199 of which, we will
refund her $99.50. As noted previously, we have been unable to satisfy Mrs.
[redacted] since the installation of her system. We have recommended to the
customer that she should consider a different service company that may be
better suited to meet her needs and expectations. Any warranty for the
equipment installed can be serviced by another company without any issues.Regards,Johns Plumbing, Heating and Air Management