Continental Services Heating & Air Conditioning, Inc

From: Frank J*** Date: Tue, Mar 10, at 7:PMSubject: Re: *** *** Complaint (***)To: *** *** We are listed as a *** contractorOn my contract it clearly states that the rebate is up to that amount not that exact amount
We submitted the paperwork to *** usually it will get adjustedBut in his case it was declined( I don't pay the rebates I just submit the paper work)Continental Services

February 28, 2014
**. [redacted]:
To address the complaint from **. [redacted]. When Continental Services has been out to the home to address the home owners concerns, we have contacted Technical Support with [redacted] and have gone through all readings and statistics and...

the system has performed above and beyond what the factory specs call for. We have advised the homeowner on multiple occasions to have a blower door test preformed to show where improvements to the home can be made. Although they are living in the home and had been staying in the home, before the U and O was issued, to this day the home still appears to be under construction. On one occasion, the customer complained the system was locking out and not functioning. We went under the home to check all reasons why the system was locking out and found the floors had never been insulated. When we advised the customer of this, she had not realized that insulation was not complete. There were also exterior doors where the locks had not been installed and air was coming through. We advised the home owner then that locks not being in the doors was equaled to having a window open.
The customer was also advised on numerous occasions not to run the system during construction, due to the fact that debris could and probably would get in the system and that would void the warranty through [redacted]. Along with operating the system with the house incomplete could drive the loop temperatures down and cause the lock out of the system, which she has experienced.
To address what occurred, on January 22, 2014. A circuit board had previously been ordered ,on January 19, 2014, as suggested by the [redacted] Techical Support Team. The owner of Continental Services was out of town, our primary technician had been in a serious car accident, to date is still out and in therapy, therefore, we sent one of our installers out to install the circuit board. Although it did lock out approximately an hour after the installation of the circuit board, the installer went back to the home and jumped out the low pressure switch, which appeared to be bad, to try to get the customer some heat. This was to be a temporary fix since the owner nor the primary technician were available.

From: Frank J[redacted] <[redacted]>Date: Tue, Mar 10, 2015 at 7:14 PMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] <[redacted]>We are listed as a [redacted] contractor. On my contract it clearly states that the rebate is up to that...

amount not that exact amount. We submitted the paperwork to [redacted] usually it will get adjusted. But in his case it was declined. ( I don't pay the rebates I just submit the paper work. )Continental Services

Review: I entered into a contract with [redacted]., to install a $32,800 Geothermal heating and air conditioning system. The install was complete on or around October 22, 2012 and I obtained my use and occupancy permit in December 2012. The unit has never operated properly. I have service records indicating that Continental has been out to my house approximately 10 times prior to January 16th 2014. The final straw is when my unit had a call for service message on January 16th. I contacted Continental and they responded on the 17th of January. The technician determined that the low pressure indicator light was on. The technician contacted water furnace who is the maker of the unit and relayed to them that he checked the pressure and it appeared to be fine. I don't know what the technician did to cause the "call for service light to go off" but water furnace told him that if it came back on the unit would need a new control board. One hour after the technician left my house, the unit began to lose its ability to maintain the desired temperature and the call for service light immediately came back on. I immediately called Continental again and was told that the control board would be ordered. Keep in mind that on January 16th when the call for service light came on, the system went into auxilary heat which I am told is supposed to be all electric heat and is to be used as back up heat. This auxilary heat is inadequate and insufficient and does no more than cause your electric bill to soar. January 17th was a Friday, so the part was not ordered until Monday. (another cold weekend in the middle of a polar vortex). The technician was going to come out and install the part on Tuesday. However, he was involved in a car accident and there was no one else that could come to my house. After venting my frustration, another technician came out on Tuesday and installed the new control board. After installing the new control board, within 15 minutes the unit locked out again and the call for service light came back on. The technician put his diagnostic tool on the unit and determined that the unit was getting a code of again "low pressure". He decided to do something that by-passed the low pressure reading which I am now told is a built in safety feature on the unit. You by-passed or turned off at least one safety feature. Shortly after he left my house, the unit locked out and went back into auxilary heat mode. I called Continental again on Wednesday and was told that no one was available to come out until next week. I virtually have not had heat now for a week in the middle of what is termed a "polar vortex" and you can't come out until next week. I called the area manager for water furnace (the maker of the unit) [redacted] and was given four other licensed and qualified companies who could service my unit. Southern Pride sent a technician out to my house named [redacted] on Friday. He removed the cover from the unit and there was "ice" in the botom of the unit. He then released the pressure from the compressor. Steam came out of the unit and he noticed that the motor was visibley hot. The liquid that came from the unit appeared to have no methanol in it as this was also the reason for ice being in the unit. This is probably the same reason that Continental had been out to my house numerous amounts of times during the winter of 2012 because the unit had no methanol in it and was freezing up and locking out. [redacted] called [redacted] to inform him of his findings while he was at my house. I have not heard from **. [redacted] or [redacted]. The technician advised me that there was nothing he could do until the ice was removed from the unit. He left the top panel off which exposed the Computer components and the bottom panel off and advised me if I had a drop light to place the drop light inside the bottom of the unit which would help the unit dethaw quicker. He would call me and let me know when he would come back again. (This was also a Friday so another cold weekend with no heat). The Technician came back on Tuesday and determined that the ice was gone and he restarted the unit. [redacted] who is my county inspector came in at this time as I had placed an earlier call to him. [redacted] explained to him that the unit had been running with no methanol in it and that he was just trying to help and that his Company did not do the install. The County Inspector explained to him that he needed to let Continental know that they may have to replace the unit as their was a distinct possibility that the unit had been damaged and to compensate us for our electric bills and inconvenience. [redacted] restarted the unit. On February 8th I noticed that the house appeared to be getting colder. I checked the thermostat and the call for service light was in fact on again. While it is not my job to diagnose why the unit I paid $32,800 for does not work, I believe the unit has been damaged from running a year with no methanol in it and that it is not ever going to work properly again. This months electric bill is $934.00 and my family is cold. We are considereing leaving the house because the house is too cold for us to continue to stay here. I am as of Sunday February 9th without heat again and there appears to be no resolution in sight but for me to start filing the necessary paperwork to lodge any and all formal complaints against **. [redacted] and Continental Heating and Air. I have pictures showing the ice in the unit and the drop lights hanging in the unit to help dethaw the unit but I do not see a place to upload the pictues, If needed I can send in separately.Desired Settlement: I would like for Continental to replace the unit with a new unit and to pay for the contractor of my choice to install the unit as I do not believe that we can be diplomatic any longer with this Company. If you make a mistake you correct you. **. [redacted] is not the one living in a house with virtually no heat my family is.

I am also asking to be reimbursed for all excessive electric bills and to be compensated for my two year inconvenience and the indifference in the attitude of **. [redacted].

Business

Response:

February 28, 2014

**. [redacted]:

To address the complaint from **. [redacted]. When Continental Services has been out to the home to address the home owners concerns, we have contacted Technical Support with [redacted] and have gone through all readings and statistics and the system has performed above and beyond what the factory specs call for. We have advised the homeowner on multiple occasions to have a blower door test preformed to show where improvements to the home can be made. Although they are living in the home and had been staying in the home, before the U and O was issued, to this day the home still appears to be under construction. On one occasion, the customer complained the system was locking out and not functioning. We went under the home to check all reasons why the system was locking out and found the floors had never been insulated. When we advised the customer of this, she had not realized that insulation was not complete. There were also exterior doors where the locks had not been installed and air was coming through. We advised the home owner then that locks not being in the doors was equaled to having a window open.

The customer was also advised on numerous occasions not to run the system during construction, due to the fact that debris could and probably would get in the system and that would void the warranty through [redacted]. Along with operating the system with the house incomplete could drive the loop temperatures down and cause the lock out of the system, which she has experienced.

To address what occurred, on January 22, 2014. A circuit board had previously been ordered ,on January 19, 2014, as suggested by the [redacted] Techical Support Team. The owner of Continental Services was out of town, our primary technician had been in a serious car accident, to date is still out and in therapy, therefore, we sent one of our installers out to install the circuit board. Although it did lock out approximately an hour after the installation of the circuit board, the installer went back to the home and jumped out the low pressure switch, which appeared to be bad, to try to get the customer some heat. This was to be a temporary fix since the owner nor the primary technician were available.