Bradley Mechanical Company

I just talked with my CSR, Rachael, and she said "Oh I completely forgot to tell you" We do have a 100% satisfaction guarantee so we will send you a complete refund. Sorry you had this problem

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Review: On Monday July 5 2013 Bradley Mech came to inspect my heat pump/air for upstairs that was not operating. The serviceman claimed he could not test the unit in the rain and charged me a fee of $99. I then called [redacted] who sent James River Air and the problem was the handler in the attic. If Bradley Mech had bothered to check the attic unit they would have realized the problem.I received a follow-up call(Bradley Mech) on July 18 at 6:51PM and stated my complaint. That person agreed that the service call was not conducted properly and she would get back to me. I would like my $99 returned for lack of service.Desired Settlement: Check for $99

Business

Response:

After speaking with [redacted] from the company on 8/7/13 he stated he would be more than happy to refund the customer $[redacted]

They are WONDERFUL. Brad came out himself to do the estimate because it involved a lot of extras. Took his time with us, explained eveything. He has a team of professionals that are polite, hard working and deliver what they promise. I highly recommend them for any HVAC or plumbing needs. We liked their HVAC work so much we're getting them to do some plumbing repairs. I would trust them completely.

Review: Bradley Mechanical replaced both upstairs and downstairs units less than 8 months ago. For the upstairs unit, a technician was called and had to reduce the fan speed. Three months later, the motor stopped working and a technician was called to replace the motor. The tech left with a static pressure over the recommended maximum level which will shorten the life of the unit, and did not adjust the blower speed. The tech also damaged the fins on the coils when removing the fan to replace the motor. After the failure, I had to call every day to ensure somebody would come look at it. The unit has been looked at 3 times since installation. Joel (the service manager) was very respectful and courteous when he diagnosed the motor. The ductwork was modified during installation to account for any static pressure issues.

For the downstairs unit, the system was shutting off on high temperature. During installation, the salesperson said the ductwork required full replacement. I consulted with four other companies about my ductwork and got confirmation that the ductwork is fine and did not need any additional work. When the issue came up, I called Bradley to come diagnose the issue. They said my ductwork was the reason and refused to fix anything. The salesperson was very argumentative on the phone. I asked what Bradley would do to remedy the issues and was told they knew the system wouldn't work but installed it anyway. A 3rd party company came onsite and corrected the issue in two hours.

I finally spoke to the owner after numerous calls and he told me he would have somebody look at both units, which were not functioning properly during 20 degF weather. The service manager came to look at the upstairs unit but did not look at the downstairs unit. The downstairs unit is currently running within the manufactures guidelines, after the issues were corrected which Bradley refused. Bradley has shown gross negligence with installation and services performed to correct the deficiencies that they have create.Desired Settlement: 20% off ($2300) total cost ($11,500) of heating and cooling systems installed plus refund of $332 to cover cost of 3rd party HVAC company coming onsite to diagnose and correct issue with downstairs furnace.

The 20% refund will recover the lost wages and time spent correcting the issues. This will also cover any further damages that might occur from neglecting to properly install and setup the system per manufacturers specifications.

Business

Response:

I am responding to your complaint line by line. Yes, the fan motor went out 3 months after install, it was under full warranty, part and labor and it was replaced at no charge. There is no documentation of there being a static pressure issue on this system, to top floor. You even admitted in your letter, that the ductwork was modified to account for any static issues, which means you took our recommendation to enlarge the return flex from 14" to 16", a wise decision. Now you claim our tech damaged the coil when he replaced the motor, and looking at the picture you sent, that the way most coils come from the factory. I see a little spot on top, which could have been done by us, and will more than glad to come out a straighten out, but that little bit at the top of coil will not affect any operation anyway.Now lets get to 1st floor system, I have attached the contact for the whole world to see where our sales person recommended, on line 10 "Due to the return ductwork size and poorly designed zoning system, this could create issues due to return air per our discussion. Bradley Mechanical is not responsible for these issues. Installing a proper duct system would fix these issues". Now you took our suggestion upstairs, but refused downstairs. You also made note that 4 other companies said the ductwork was OK. This does not surprise me, we see this all the time. This is because most companies don't know air flow and don't know how to properly design ductwork. It has been reported by the DOE, that 95% of all HVAC system do not operate like they should due to poor design and improper installation. We are the only company in area that has National Comfort Institute certifications and Comfort Institute Certifications. WE KNOW AIR FLOW BETTER THAN ANYONE IN VIRGINIA.You asked me to pay [redacted]'s bill, and you attached it, clearly showing all they did was disable the zoning system, which we DID NOT INSTALL. It also clearly shows a total static pressure of .78, which is too high. It should be under .5. The return static shows at .48, which means it is too small. Why do you think the your old furnace failed with a cracked heat exchanger at 10 years old when it should have lasted more than 20 years. IT WAS THE DUCTWORK!!!! The new one will fail early too on bad ductwork.I asked you to have a meeting with me, my service manager, Joel, and Jason the salesperson, and you refused. I see no reason why to refund you any money at all and can not see where our company did anything wrong. We fix duct systems everyday, and have thousands of reviews from customers telling us how amazing the difference is after completion. You chose not to take our suggestions and signed a contract stating that. So why would even dream of us coming back to fix your duct issues for free? Further more, I have consulted with my lawyer and may file a defamation of character suit, due to you filing this complaint for the whole world to see. YOU SIR ARE WRONG. I will agree to one mistake Jason made, he should have walked away when you refused to correct your ductwork, and let someone else install it, a lesson he has since learned.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Upstairs Unit Summary:1) Unit installed over the summer 2015. Return ductwork was recommended to be replaced with larger size. This recommendation was followed. File attached showing upstairs unit quote. 2) Unit serviced by Bradley in Winter 2015 under 1 year service contract. Technician noticed fan speed was set to high and lowered it.3) Unit stops working January 2016.4) Bradley technician diagnosed system and determined motor had failed. 5) Bradley technician replaced motor and provided service receipt. Service receipt shows total SP = 0.77, max is 0.5 on the nameplate. File attached showing receipt with as left static pressure. No actions were taken to attempt to reduce high SP. 6) I noticed the coils appear to be damaged and the ductwork was not sealed. Photos attached. 7) Mr. Bradley requested to come and take a look again at the unit February 2016 after the Revdex.com complaint. I denied this request, as I do not feel comfortable allowing Bradley Mechanical into my home. 8) Mr. Bradley claims that these coils come from the factory this way. I've inquired with Lennox if the coils come from the factory in that condition. To summarize the upstairs unit issues:The unit was installed and ductwork modified as requested by Bradley Mechanical. The motor failed prematurely, and the SP at last service is 0.77, 0.27 over the max. The duct was left unsealed, coils are damaged and the ductwork size increase did not decrease the units static pressure below the maximum allowable conditions. This is the summary of events as I understand, and have provided documentation showing it. Please let me know if you dispute any of the items above. Request Proposal on upstairs unit: Refund to correct the above issues noted. After the recent correspondents and discussions of legal action, I do not feel comfortable with allowing Bradley to enter my home and perform the work. Request refund for another company to correct the issues noted above. Downstairs unit summary:1) Unit installed Fall 2015. The salesperson discussed the return duct being undersized and that the duct system requiring full replacement. >$5,000 additional cost.2) I inquired with other companies when soliciting quotations and they informed me that the ductwork was not perfect, but ok. 3) Awarded bid to Bradley, and discussed with them leaving the bypass damper open and the second zone closed to decrease the return side SP.4) Bradley added in the quote that the duct system might create some issues, but that the warranty on the unit would still be honored. 5) Unit does not reach temperature before shutting off.6) A Bradley technician came out and said the ductwork was bad and there was nothing he could do. No changes were made (fan blower speed, bypass duct, etc.). 7) Called Bradley and requested somebody to come onsite and look at the unit. Bradley said the ductwork was bad and there was nothing they could do.8) Called a 3rd party to take a look at the unit. They disabled the zoning system and closed the bypass damper. This allowed most of the hot air to go to zone 2, which reduced the return side temperature causing the unit to cut off. This did increase the SP to above nameplate as Mr. Bradley states. As stated above, the static pressure of the upstairs after the Bradley technician replaced the motor was 0.77 (attached), compared with the static pressure of 0.78 on the downstairs unit. The upstairs units duct modification were changed, as recommended by Bradley. 9) Mr. Bradley, after receiving the complaint from Revdex.com, requested to come and take a look again at the unit February

2016. I denied this request, as I do not feel comfortable allowing

Bradley Mechanical into my home. 10) I've since reduced the fan speed off the highest setting and opened the bypass damper slightly. The results of this, as verified with a manometer and heat gun have reduced the return side SP to ~0.35. Total SP = ~.62. The temperature rise is within specifications. Note: I am definetely not certified on HVAC system maintenance, so this was done with the knowledge that I have. I believe it's safe to assume that opening the bypass damper will allow more return air flow (decrease SP) and increase return side temperature. Reducing the fan speed will also increase supply side temperature. Note: To summarize the downstairs unit issues:The unit was cutting off on high temperature. Bradley explained the ductwork situation before installation. After the unit was not working, I requested Bradley to come by and try to get the system working. They came out and did not adjust anything and said there was nothing they could do. I have been able to (3rd party, myself) to get the system running within the temperature requirements, and with a static pressure lower than what is on the unit upstairs. This is the summary of events as I understand, and have verified to the best of my abilities. Please let me know if you dispute any of the items in the summary of events. Request Proposal on downstairs Unit: Refund from 3rd Party HVACOverall Summary:With following the duct modifications recommended by Bradley, I have a SP on the upstairs unit of 0.77 (attached, measured by Bradley). With not following the duct modifications recommended by Bradley, I had a 3rd party measure the duct as 0.78. I've since opened the damper and reduce blower speed down one setting and now am at ~0.62 (~.35 on the return). Having somebody from Bradley come out and HELP me get the brand new system that was installed functioning as best as possible two months after installation instead of simply blaming the duct system would have prevented all of this. Instead I have two brand new systems with over $12,000 invested that I have little confidence in moving forward. Regards,

Review: We paid Bradley Mechanical several thousand dollars to upgrade our residential heating and air system. Concerns with the company are as follows: poor communication, work extended beyond time line, unprofessional conduct, work wasn't completed, and no follow up at the end of the job.

Within a week of the service being concluded, our heat pump is now in need of repair. We secured an appointment with a service technician. Eight days later, the company notified us that it might be another five days before a technician could service our heat pump. Needless to say , we would not recommend Bradley Mechanical to anyone!Desired Settlement: A 20% reduction off the total bill. All money refunded from the current two year service contact .

Business

Response:

Sorry we did not meet our goal of 100% customer satisfaction, please reach out to me and let me address all of your concerns Thanks, Brad B[redacted] CADCEO

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I hired Bradley Mechanical after Owner Brad B[redacted] told me that he could repair the ignition system on my direct vent fireplace. He added that his men received training the prior week on my brand of fireplace. His men came on 12/23/15 and spent 3 hours making the simple repair of the ignition system. The men removed components that were covered in soot and dirt from almost 20 years of use and placed them directly on my carpet placing black stains on it. No tarp or drop cloth was used and my wife gave them some newspaper but it was already too late. They removed the reflective "brick looking" side panels and broke both of them. They got the panels dirty and used a shop vac to try and clean them but only sucked holes in a panel. During the process they also broke one of the front logs. B[redacted] Mechanical offered to clean the carpet but I had already spent 3 hours and cleaned it because we had family coming over for Christmas.

Since the date or damage I have been repeatedly trying to get it resolved. I had upcoming cancer surgery and wanted to have the fireplace working to keep me warmer during my recovery, but it remained unusable. In a 1/20/16 email, I was told that they would order the replacement parts and it was inferred that I was going to have to pay for the parts. Eventually I got them to agree to buy the parts but I would be the one installing them just to get my family room back looking acceptable. The parts were ordered but when they came in it looked nothing like what was installed and would drastically clash with the look of the fireplace and the house. The existing panels were white brick and the replacements were pewter and the fireplace is black with gold trim. I was then told that there was no other replacement part. I have been trying to get this resolved for almost 100 days with multiple emails, and still getting the run around and no solutions. I have done a lot of the leg work and quickly responded to all info requests.Desired Settlement: All I have ever asked for is to give me back what I had and enjoyed the prior winter seasons.

All I want is my family room back as it looked before the damage. If there are no replacement parts, then I need a new fireplace installed.

Ideally, I should be compensated for my inconvenience, but if getting them to simply do what they should have offered to do almost 100 days ago, I doubt they would ever do the right thing and give me compensation for my loss. Contrary to their claims, “100% customer satisfaction” is not their goal.

Business

Response:

You stated we pulled out panels that were stained with 20 years of soot, and then later you stated that we got them dirty. I'm sorry that your 21 year old builder grade prefab fireplace has worn out. I'm sorry that when we pulled the side panels, they fell apart. Even though it was not our fault, I ordered you the replacement panels, but you were not happy with them. Once again, I'm sorry that that is all the manufacturer had to offer.I am not willing to replace your 21 year old worn out fireplace at my cost.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The panels were not dirty prior to your men working on the fireplace. I have attached a picture to prove that they were clean as well as one to show the broken log and black metal sides that now make my family room look bad. If you want additional photos, please let me know. I personally pulled out the panels prior to you destroying them and was easily able to do so without causing any damage. You company broke the panels AND log, and all I want is to have my fireplace back the way it was prior to you damaging it or at least as close a s possible. The panels that you ordered were not even close to what was in there prior to your visit. I never said that the side panels had to be an exact match but the set needed to be appropriate looking for the fireplace.I am not asking for much. I never asked for a new fireplace, you and [redacted] suggested it. Get me a new log and matching reflective side and back panels that look like firebrick and this is over. If that is nor possible, then a new fireplace would be needed. I don't understand how a company can refuse to repair damage that it created. Tomorrow will be 100 days since your damage which created a fire hazard in my home. Please do the right thing and live up to you claim of striving for 100% customer satisfaction.I didn't break the fireplace, your men did and you never warned me that there could potentially be damage that you would refuse to cover.

Regards,