Custom Air

I want to say that [redacted] and  [redacted] have always went out of their way for me to keep me coming back to them for service when needed I'm sure like anything not everyone can be happy but this last time I was nervous about picking up my sweeper that It may not be to my liking but it was so clean that I thought I had someone else's and I think they are very fair so I have nothing but good things to say about them and RAINBOW

Complaint: [redacted] I am rejecting this response because: I would like to say that I am surprised at Custom Air's response, but I'm not [redacted] doesn't address the issue, any facts, just fluff and innuendo's So let me start my summarizing the issue My second floor is where I spend my evenings, it is comprised of my office, a theatre and a small bathroomThe evening temperatures averaged 85-degrees the entire summer in the second floorThe times I checked it was about degrees higher than outside temperaturesWhen I checked the 2nd floor registers, I found that there was very little air coming out of themFurther investigation found that during the afternoons, all three zones would need to be operating to keep the house cool, and virtually all of the air would be taken by the first floor zones (& 3), while the upstairs (zone 2) received almost no air As I outlined in the original complaint, In May of [redacted] and I discussed the amount of heat that would be generated from my south facing windowsWe discussed that my #priority was to ensure that the system that he proposed would be able to keep my house coolIn his response [redacted] says that I approved the system that he installedThis is simply not true, I "approved" a system that [redacted] assured me would keep my house coolObviously the system that he installed failed to achieve the commitment that he made to me In his response, [redacted] went on to infer that he has been able to work with almost everyone but meThis is the third house that my wife and I have had builtDuring the construction of those houses, I have never had an argument with a contractor about the quality of their work on my house(s), until Custom AirAlso, I have never filled a Revdex.com complaint or a negative review against anyone prior to Custom AIrThis is just one of many excuses that he has used trying to deflect the facts Also in his response [redacted] indicated that my "expectations are unrealistic and uneducated"I have to admit that I am both stunned and confused about this statementWhile I thought that the quality of the work that Custom Air performed on my house wasn't very goodThe only issue that I am seeking resolution for is the temperature of my house during the summerI wonder how many people who have spent well over $20,dollars for an HVAC system would accept temperatures of 85-degrees as being reasonable? I don't think many wouldI told [redacted] that his bid must include a system that could cool my house, this is what I paid for [redacted] said that the system that specified in his bid could achieve this goalI am confused how he could consider my expectations "unrealistic"? Why is it that the HVAC contractors that I used for my other houses exceeded my expectations? Why is it that the HVAC contractors that I used for my other houses provided me an HVAC system that could actually keep my houses cool? And let me say that the temperatures in Texas are a lot higher than Northern WyomingPerhaps the reason that [redacted] thinks my expectations are too high, is that his expectations are far too low "Uneducated", Really???!!! I was raised on a ranch so I'm pretty well grounded I received an Engineering degree from the University of TexasI spent years as an Engineer and Manager of a large Engineering groupI oversaw operations at plants, over a million sq/ft of workroom floor and an annual budget of $million a yearI believe that my education, training and experience far exceeds anything that he has achieved Custom Air is unquestionably the worst contractor that I have ever usedEven before the fiasco with the heat inside my house, I had decided that I was going to find a different HVAC company for servicing my system as soon as [redacted] completed the contract Regards, [redacted] ***

Revdex.com: Complaint ID [redacted] During this process, I have asked that the Revdex.com coordinate an HVAC expert evaluating my system to determine what the issues areThis is the only way to get an unbiased assessment of the HVAC system If the Revdex.com is willing coordinate someone to evaluate my system this summer, I would gladly accept binding arbitration Regards, [redacted] ***

Custom Air, Inc, SMountain View /> Powell, WY ###-###-#### Fax ###-###-#### Revdex.com February 20th, C/O [redacted] Dispute Resolution & Ad Review Counselor Response to Complaint - Claim # [redacted] Custom Air, Inc has been doing business in the Big Horn Basin of Woming since 2000, previously as R&R Heating and currently as the above mentioned nameWe are one of the top HVAC contractors of Park County Wyoming, as well as a generous and active participant in our community During the past years of business, while serving hundreds (if not thousands) of customers, we have never encountered a problem like claim # [redacted] In the past, all disagreements have been handled in a fashion that satisfies both parties, although disagreements have occured rarely We confirm installation of the mentioned system, which was agreed upon by both the homeowner and our representativeThat system was installed correctly and met all national codesWe feel that we went above and beyond on this job, with several "free" return visits to the customers locationWe did all that the customer asked, and agreed upon when placing the orderWe feel his expectations are unrealistic and uneducated, despite our best efforts Desired Settlement: We have been paid in full by the customer for the job rendered,We consider this a closed subject and are not willing to entertain anymore discussion on the topic Thank You, Custom Air, Inc

Complaint: [redacted] I am rejecting this response because: I simply could not have imagined a more ridiculous response from Custom Air [redacted] once again provides only generalizations as to why I am to blame for his system not cooling my houseWhat recommendation did I refuse? What "counsel" did he provide that I ignored? In what way have I not maintained the system? [redacted] makes it seem as though he gave me so many instructions on how to operate his system so that it would cool my houseWhen did this occur? [redacted] only came to my house once (20-minutes total) during the summer, he made one recommendation to change the temperature on the downstairs thermostat, which I did the same day, it's still set the way [redacted] recommended The only recommendation that his "best" tech made to me was to ensure that my ceiling fan was on during the day time, which I was already doing There is a reason why [redacted] did not include any specific examples of how I was operating the HVAC system incorrectly, or any instructions that I ignoredThe reason why he didn't include specifics, is that there were noneWhy would I have refused to make any changes to the settings? I've said numerous times that the temperatures on my second floor were 85- degrees the entire summerSo it's pretty obvious that whatever I was doing wasn't workingIf [redacted] or his staff had recommended changes, what did I have to lose making those changes? If [redacted] had brought Voodoo dolls out to try and solve the problems I would have jumped up and down for joy because we were at least trying somethingBut of course we know none of that was trueI couldn't even get he or his staff to come out in the afternoon where the problem was On January 2nd of 2014, I met [redacted] at his office to discuss why I was being charged over $for the installation of the duct fanUp until this day, [redacted] and I had always been polite and professional to each otherWhen I told him that I felt that the fan should be his responsibility, [redacted] absolutely explodedHe immediately told me to take him to court, and to get out of his officeI ignored his request for me to leave, and asked him why he felt that the fan was my responsibility [redacted] told me that the cooling issue was caused by my not understanding how to operate a multi-zone HVAC systemI was surprised at this statement because in the months that we had been talking about the cooling problem, not once had he mentioned this before When I asked him to explain this, he said that I had my thermostats set incorrectlyI reminded [redacted] that when he came out to my house in June of to investigate the problem of his system not cooling my second floor, he checked my thermostat settings and only recommended one changeI made the change that he recommended the same day, that afternoon my second floor was still 85- degreesWhen I told [redacted] that I had made the only change that he had recommended to me during that meeting, he got a surprised look on his face and without taking a breath, told me the problem was the cheap windows that I had installed in my houseI will address the cheap windows shortly I believe that it was about a month later that [redacted] sent his "best" tech out to my house to try and determine why the HVAC system wouldn't cool my second floorHis tech checked the fan to ensure that it was operating for each of the zones when called forHe checked the temperature at each register to ensure that they were ok, he said they wereHe checked the temperature setting for each of the thermostats and said that they were goodI told the tech that I felt that most of the problem was the fact that when any of the other zones were operating, the second floor zone would get virtually no airI demonstrated this by holding a piece of the tissue paper over the register, which barely movedHis tech told me that Custom Air didn't have the equipment to check air flowDuring the Jan 2nd meeting [redacted] told me that he had just purchased an anemometer which is what is used to test air flowSo when the tech left my house, he told me the system was working fineCustom Air then sent me a bill for over $(?) for the tech's time, [redacted] later cancelled the chargeEven though the system was working "fine", that afternoon the second floor was still 85-degreesSo I would add that the only time that Custom Air would come to my house to try and identify why the system couldn't cool my second floor, was in the early morning, when my house was cool Now for the "cheap" windows excuseI couldn't remember the thermal efficiency on my windows, but I told [redacted] that the windows were far from cheapI went on to tell him that I had paid over $ to have 3M film installed on all of the south facing windows to make them even more thermal efficient When you look at new windows you will see a label on the window that lists the thermal efficiency of every windowWindow manufacturers use the term U-factor as a measure of thermal performance (worst to best)The U-factor for all windows is determined by the National Fenestration Rating Council (NFRC) which is a non-profit group that administers a uniform, independent rating and labeling system for the energy efficiency of building components, including windows U-factor describes a window’s ability to conduct heatThe U-factor generally refers to the energy efficiency of the complete window assembly, which includes the glazing, window frame and spacer The best, high-performance, double-pane windows may have a U-factor of or lower, indicating that they are very energy-efficient I installed Jeld Wen "Premium" windows in my house, hardly cheapEvery window in my house has the LowE Glass which increases the energy efficiency of the windowThe NFRC has rated the Jeld Wen "Premium" windows with a U-factor of 0.29, which NFRC classifies these windows as "very" energy-efficientIn addition to the "very" energy-efficient windows that I installed, I also had [redacted] of Cody WY install 3M Window Film (Prestige Series) at a cost of $on all of my glass (windows & sliding doors) on the south side of my houseThe primary intent of the window film is to reduce the heat transfer through the glassThe following is a summary of the benefits of the film (provided by 3M): Prestige Series films allow 40% to 70% of the natural light into your homeSolar heat comes from two primary sources, the visible light you can see and the infrared light you can feelPrestige Series window films use non-metallized, multi-layer optical film and nano-technology to reject up to 97% of the sun's infrared light and reject up to 60% of the heat coming through your windowsThese films also reject up to 99.9% of damaging UV rays to reduce fading of your furnishings These industry-leading, spectrally-selective films are designed to keep you cool, comfortable and protected Considering the thermal efficiency of the windows and the combination of the 3M film, I would expect that these are probably some of the best windows Custom Air has ever worked withWhen I explained all of this, [redacted] then told me the problem was caused by my having the temperature in the Master Bedroom too cool So ***'s latest excuse is that the system can't cool my second floor is caused by my having the thermostat in the Master Bedroom too low [redacted] sarcastically asked me "what do you have the thermostat set to; degrees"? When I told him no, he said "ok, 65,66"? I told him that the thermostat was set at degrees, and that we had discussed the fact that I wanted the Master Bedroom colder during our discussion on preparing a bidI guess at this point [redacted] ran out of excuses as to why he wasn't responsible and ended our conversation, other than him telling me to get out of his business (for the 20th-30th time)It's funny that during our first meeting to discuss him providing a bid for my HVAC system, I asked him about installing a duct-less AC system for the Master Bedroom [redacted] said he could handle the lower temperatures with a separate Zone for the Master Bedroom [redacted] keeps mentioning the times that Custom Air has made numerous visits and labor he did not charge me forHe also mentions items that were given to me at costI believe that there have been a total of four visits that have been made to my house in which I eventually did not pay for The first visit was that of [redacted] when he spent 20-minutes at my house addressing why the HVAC system would not cool my second floor The second visit was by his tech, who spent 2- hours at my house addressing why the HVAC system would not cool my second floor [redacted] initially charged me over $for this visit but then later cancelled the charge when I complained The third visit was again by [redacted] in late fall/winter of Again his stay was short, about minutesThe purpose of this visit was to determine if a duct fan could be installed in the zone ductingThe entire purpose was to push more cool air to the second floor in an effort to cool it the fourth visit, this winter I called [redacted] about my furnace refusing to stay lit [redacted] explained that it was probably a dirty flame sensor and told me how to clean itI had just finished cleaning the sensor and getting the furnace working when his tech pulled into my house I think that the tech probably spent about 15-minutes just looking things over When I gave the HVAC contract to [redacted] he made a commitment that the system that he installed would keep my house coolThe system that he installed did not do that, and that is the entire reason for the Revdex.com complaint The first visits all pertain to the cooling issue, those visits are his responsibility, not mineThe fourth visit I would absolutely not have had a problem paying forThe equipment that he provided to me at cost was the material for the duct fan, again all equipment that he should have provided as part of his commitment to install a system that would keep my house cool ***, put your money where your mouth is, let's have an independent HVAC consultant come in to assess the HVAC system that you designed and installedHopefully the Revdex.com would be willing to coordinate a consultant outside the Powell-Cody areaBoth the company selected, and the results of the assessment would be incontrovertible and binding to both of us The consultant could potentially install WIFI data loggers on the HVAC system so that we could both monitor results from the Internet I'll agree to make any operating changes that they recommend, if they find that the problems are entirely my fault, I'll pay all of the consultant fees, make an apology to you and retract everything I've saidIf the consultant finds that there are hardware type issues, you agree to pay for any changes that they recommend, If the consultant finds that there are both operational and mechanical design issues, we both pay 50% of the costs for this service There's a big disparity in what we both claim in our responsesEverything that I have said in my responses are true, with no exaggerations, I'm willing to back up my word with money, are you? And ***, think carefully about how you respond to my proposalIf the problems really are my fault as you insist, agreeing to this proposal won't cost you a dimeBut remember, some of the people reading this complaint are looking for a new HVAC systemThey have "googled" Custom Air to find out if Custom Air is reliable and will stand behind their workIf you don't agree, or don't respond, this will prove to your potential customers reading this complaint how little your word is really worth Regards, [redacted] ***

From: RH ***
Date: Wed, Mar 19, at 3:PM
Subject: Complaint ID: *** (*** ***)
To: ***@wynco.Revdex.com.org
***
Attached are blueprints and receipts from Custom AirI have also attached pictures of the south side of my houseThe large amount of glass on this side is what creates more heat than a typical houseAs I mentioned earlier, *** and I discussed the additional heat prior to submitting his bid
*** has agreed that the system is not cooling the houseWhere we differ is that *** says that it is my fault, I contend that the HVAC system is under-sized
An unbiased, professional analysis of the HVAC system would identify the specific causes and eliminate the "blame game" that we have nowI've never filed a Revdex.com complaint before so I don't know exactly what role the Revdex.com is willing to takeNo matter what happens with the complaint, I still need to determine why I can't cool my house and get it fixedIt would be great if the Revdex.com could coordinate an HVAC analysis so that the results remain completely unbiased.
I know *** is just as anxious to put this behind us as I amI can't imagine him not agreeing to this, but if he isn't willing to contribute to the cost of the analysis, I would be willing to pay the costsAs I indicated before, I have no problem accepting binding agreements on this subject
Thanks
*** ***

Custom Air, Inc.
SMountain View
Powell, WY 82435
###-###-####
Fax ###-###-####
Revdex.com March 11,
C/O *** ***
Dispute Resolution & Ad Review Counselor
2nd Response to Complaint - Claim # ***
We acknowledge the customers concerns, however in our opinion we think the problems stem from a personal misconception on the homeowner's part rather than an incompetence of the HVAC system that we installed.
We installed a system that is more than adequate to accomplish the job it was installed to doThe lack of the owners initiative to use it correctly and operate it with the directions we advised, is in our eyes, the only fault of the system.
We feel that the homeowner is "unrealistic" in his expectations because he was expecting the system to work without his having to maintain it, and "uneducated" because when we counseled him he refused to listen to the Guidance we offered to make his system work bestHe simply does not understand the concept of a Zone System in its actual operations - he will only accept "his" version of how it should operate.
In reference to the last letter we received from the customer via the Revdex.com, we feel that the customers response proves that he is out to make this a personal issue instead of one based on actual factsThe customer blatantly fails to mention the numerous visits and labor we did not charge him for, in an attempt to work with him more effectivelyNor the fact that while trying to remedy the situation, he was given several items "at-cost", also our attempt to rectify the situationIf he is as unsatisfied as he states, then we do not disagree that he should work with another contractor.
We have exhausted our goodwill towards this customer and again state that we feel this subject is closedWe view this as a misuse of time, energy and resources (for everyone involved).
Sincerely,
Custom Air, Inc

I want to say that [redacted] and [redacted] have always went out of their way for me to keep me coming back to them for service when needed I'm sure like anything not everyone can be happy but this last time I was nervous about picking up my sweeper that It may not be to my liking but it was so clean that I thought I had someone else's and I think they are very fair so I have nothing but good things to say about them and RAINBOW.

Revdex.com:
Complaint ID [redacted]
During this process, I have asked that the Revdex.com coordinate an HVAC expert evaluating my system to determine what the issues are. This is the only way to get an unbiased assessment of the HVAC system.
If the Revdex.com is willing coordinate someone to evaluate my system this summer, I would gladly accept binding arbitration.
Regards,
[redacted]

Custom Air, Inc, 
409 S. Mountain View 
/>
Powell, WY 82435 
###-###-#### 
Fax ###-###-#### 
Revdex.com February 20th, 2014
C/O [redacted] 
Dispute Resolution & Ad Review Counselor 
Response to Complaint - Claim # [redacted]  Custom Air, Inc has been doing business in the Big Horn Basin of Woming since 2000, previously as R&R Heating and currently as the above mentioned name. We are one of the top HVAC contractors of Park County Wyoming, as well as a generous and active participant in our community.  During the past 14 years of business, while serving hundreds (if not thousands) of customers, we have never encountered a problem like claim # [redacted]. In the past, all disagreements have been handled in a fashion that satisfies both parties, although disagreements have occured rarely. 
We confirm installation of the mentioned system, which was agreed upon by both the homeowner and our representative. That system was installed correctly and met all national codes. We feel that we went above and beyond on this job, with several "free" return visits to the customers location. We did all that the customer asked, and agreed upon when placing the order. We feel his expectations are unrealistic and uneducated, despite our best efforts. 
Desired Settlement: 
We have been paid in full by the customer for the job rendered,. We consider this a closed subject and are not willing to entertain anymore discussion on the topic. 
Thank You, 
Custom Air, Inc.

Complaint: [redacted]
I am rejecting this response because:
I would like to say that I am surprised at Custom Air's
response, but I'm not. [redacted] doesn't address the issue, any facts, just fluff
and innuendo's.
So let me start my summarizing the issue.  My second floor is where I spend my evenings,
it is comprised of my office, a theatre and a small bathroom. The evening
temperatures averaged 85-87 degrees the entire summer in the second floor. The
times I checked it was about 10 degrees higher than outside temperatures. When
I checked the 2nd floor registers, I found that there was very little air
coming out of them. Further investigation found that during the afternoons, all
three zones would need to be operating to keep the house cool, and virtually
all of the air would be taken by the first floor zones (1 & 3), while the
upstairs (zone 2)  received almost no air.
As I outlined in the original complaint, In May of 2012 [redacted] and I discussed the amount of heat that would be generated from my south facing windows. We discussed that my #1 priority was to ensure that the system that he proposed would be able to keep my house cool. In his response [redacted] says that I approved the system that he installed. This is simply not true, I "approved" a system that [redacted] assured me would keep my house cool. Obviously the system that he installed failed to achieve the commitment that he made to me.
In his response, [redacted] went on to infer that he has been able to work with almost everyone but me. This is the third house that my wife and I have had built. During the construction of those 3 houses, I have never had an argument with a contractor about the quality of their work on my house(s), until Custom Air. Also, I have never filled a Revdex.com complaint or a negative review against anyone prior to Custom AIr. This is just one of many excuses that he has used trying to deflect the facts.
Also in his response [redacted] indicated that my "expectations are unrealistic and
uneducated". I have to admit that I am both stunned and
confused about this statement. While I thought that the quality of the work
that Custom Air performed on my house wasn't very good. The only issue that I
am seeking resolution for is the temperature of my house during the summer. I
wonder how many people who have spent well over $20,000 dollars for an HVAC
system would accept temperatures of 85-87 degrees as being reasonable? I don't
think many would. I told [redacted] that his bid must include a system that could
cool my house, this is what I paid for. [redacted] said that the system that specified
in his bid could achieve this goal. I am confused how he could consider my
expectations "unrealistic"?
Why is it that the 2 HVAC contractors that I used for my
other houses exceeded my expectations? Why is it that the 2 HVAC contractors
that I used for my other houses provided me an HVAC system that could actually
keep my houses cool? And let me say that the temperatures in Texas are a lot
higher than Northern Wyoming. Perhaps the reason that [redacted] thinks my
expectations are too high, is that his expectations are far too low.
"Uneducated", Really???!!!  I
was raised on a ranch so I'm pretty well grounded.  I received an Engineering degree from the
University of Texas. I spent 30 years as an Engineer and Manager of a large
Engineering group. I oversaw operations at 11 plants, over a million sq/ft of
workroom floor and an annual budget of $550 million a year. I believe that my
education, training and experience far exceeds anything that he has achieved.
Custom Air is unquestionably the worst contractor that I have ever used. Even before the fiasco with the heat inside my house, I had decided that I was going to find a different HVAC company for servicing my system as soon as [redacted] completed the contract.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I simply could not have imagined a more ridiculous response
from Custom Air. [redacted] once again provides only generalizations as to why I am
to blame for his system not cooling my house. What recommendation did I refuse?
What "counsel" did he provide that I ignored? In what way have I not
maintained the system? [redacted] makes it seem as though he gave me so many
instructions on how to operate his system so that it would cool my house. When
did this occur? [redacted] only came to my house once (20-30 minutes total) during
the summer, he made one recommendation to change the temperature on the downstairs
thermostat, which I did the same day, it's still set the way [redacted] recommended.
The only recommendation that his "best" tech made to me was to ensure
that my ceiling fan was on during the day time, which I was already doing.
There is a reason why [redacted] did not include any specific
examples of how I was operating the HVAC system incorrectly, or any
instructions that I ignored. The reason why he didn't include specifics, is
that there were none. Why would I have refused to make any changes to the settings?
I've said numerous times that the temperatures on my second floor were 85-87
degrees the entire summer. So it's pretty obvious that whatever I was doing
wasn't working. If [redacted] or his staff had recommended changes, what did I have
to lose making those changes? If [redacted] had brought Voodoo dolls out to try and
solve the problems I would have jumped up and down for joy because we were at
least trying something. But of course we know none of that was true. I couldn't
even get he or his staff to come out in the afternoon where the problem was.
On January 2nd of 2014, I met [redacted] at his office to discuss
why I was being charged over $850 for the installation of the duct fan. Up
until this day, [redacted] and I had always been polite and professional to each
other. When I told him that I felt that the fan should be his responsibility,
[redacted] absolutely exploded. He immediately told me to take him to court, and to
get out of his office. I ignored his request for me to leave, and asked him why
he felt that the fan was my responsibility. [redacted] told me that the cooling
issue was caused by my not understanding how to operate a multi-zone HVAC
system. I was surprised at this statement because in the 7 months that we had
been talking about the cooling problem, not once had he mentioned this before.
When I asked him to explain this, he said that I had my thermostats set
incorrectly. I reminded [redacted] that when he came out to my house in June of 2013
to investigate the problem of his system not cooling my second floor, he checked
my thermostat settings and only recommended one change. I made the change that
he recommended the same day, that afternoon my second floor was still 85-87
degrees. When I told [redacted] that I had made the only change that he had
recommended to me during that meeting, he got a surprised look on his face and
without taking a breath, told me the problem was the cheap windows that I had
installed in my house. I will address the cheap windows shortly.
I believe that it was about a month later that [redacted] sent
his "best" tech out to my house to try and determine why the HVAC
system wouldn't cool my second floor. His tech checked the fan to ensure that
it was operating for each of the zones when called for. He checked the
temperature at each register to ensure that they were ok, he said they were. He checked the temperature setting for
each of the thermostats and said that they were good. I told the tech
that I felt that most of the problem was the fact that when any of the other
zones were operating, the second floor zone would get virtually no air. I
demonstrated this by holding a piece of the tissue paper over the register,
which barely moved. His tech told me that Custom Air didn't have the equipment
to check air flow. During the Jan 2nd meeting [redacted] told me that he had just
purchased an anemometer which is what is used to test air flow. So when the
tech left my house, he told me the system was working fine. Custom Air then
sent me a bill for over $200 (?) for the tech's time, [redacted] later cancelled the
charge. Even though the system was working "fine", that afternoon the
second floor was . still 85-87 degrees. So I would add that the only time that
Custom Air would come to my house to try and identify why the system couldn't
cool my second floor, was in the early morning, when my house was cool.
Now for the "cheap" windows excuse. I couldn't
remember the thermal efficiency on my windows, but I told [redacted] that the
windows were far from cheap. I went on to tell him that I had paid over $1700
to have 3M film installed on all of the south facing windows to make them even
more thermal efficient.
When you look at new windows you will see a label on the
window that lists the thermal efficiency of every window. Window manufacturers
use the term U-factor as a measure of thermal performance (1.2 worst to 0.20
best). The U-factor for all windows is determined by the National Fenestration
Rating Council (NFRC) which is a non-profit group that administers a uniform,
independent rating and labeling system for the energy efficiency of building
components, including windows.
U-factor describes a window’s ability to conduct heat. The
U-factor generally refers to the energy efficiency of the complete window
assembly, which includes the glazing, window frame and spacer.  The best, high-performance, double-pane
windows may have a U-factor of 0.30 or lower, indicating that they are very
energy-efficient.
I installed Jeld Wen "Premium" windows in my
house, hardly cheap. Every
window in my house has the LowE Glass which increases the energy efficiency of
the window. The NFRC has rated the Jeld Wen "Premium" windows with a
U-factor of 0.29, which NFRC classifies these windows as "very"
energy-efficient. In addition to the "very" energy-efficient windows
that I installed, I also had [redacted] of Cody WY install 3M
Window Film (Prestige Series) at a cost of $1762.20 on all of my glass (windows
& sliding doors) on the south side of my house. The primary intent of the
window film is to reduce the heat transfer through the glass. The following is
a summary of the benefits of the film (provided by 3M):
Prestige Series films allow 40% to 70% of the natural light
into your home. Solar heat comes from two primary sources, the visible light
you can see and the infrared light you can feel. Prestige Series window films
use non-metallized, multi-layer optical film and nano-technology to reject up
to 97% of the sun's infrared light and reject
up to 60% of the heat coming through your windows. These films also
reject up to 99.9% of damaging UV rays to reduce fading of your furnishings.
These industry-leading, spectrally-selective films are designed to keep you
cool, comfortable and protected.
Considering the thermal efficiency of the windows and the
combination of the 3M film, I would expect that these are probably some of the
best windows Custom Air has ever worked with. When I explained all of this,
[redacted] then told me the problem was caused by my having the temperature in the
Master Bedroom too cool.
So [redacted]'s latest excuse is that the system can't cool my
second floor is caused by my having the thermostat in the Master Bedroom too
low. [redacted] sarcastically asked me "what do you have the thermostat set to;
62 degrees"? When I told him no, he said "ok, 65,66"? I told him
that the thermostat was set at 67 degrees, and that we had discussed the fact
that I wanted the Master Bedroom colder during our discussion on preparing a
bid. I guess at this point [redacted] ran out of excuses as to why he wasn't
responsible and ended our conversation, other than him telling me to get out of
his business (for the 20th-30th time). It's funny that during our first meeting
to discuss him providing a bid for my HVAC system, I asked him about installing
a duct-less AC system for the Master Bedroom. [redacted] said he could handle the
lower temperatures with a separate Zone for the Master Bedroom.
[redacted] keeps mentioning the times that Custom Air has made
numerous visits and labor he did not charge me for. He also mentions items that
were given to me at cost. I believe that there have been a total of four visits
that have been made to my house in which I eventually did not pay for.
1.      
The first visit was that of [redacted] when he spent
20-30 minutes at my house addressing why the HVAC system would not cool my
second floor.
2.      
The second visit was by his tech, who spent 2-3
hours at my house addressing why the HVAC system would not cool my second
floor. [redacted] initially charged me over $200 for this visit but then later
cancelled the charge when I complained.
3.      
The third visit was again by [redacted] in late
fall/winter of 2013. Again his stay was short, about 30 minutes. The purpose of
this visit was to determine if a duct fan could be installed in the zone 3
ducting. The entire purpose was to push more cool air to the second floor in an
effort to cool it.
4.      
the fourth visit, this winter I called [redacted]
about my furnace refusing to stay lit. [redacted] explained that it was probably a
dirty flame sensor and told me how to clean it. I had just finished cleaning
the sensor and getting the furnace working when his tech pulled into my house.
I think that the tech probably spent about 15-20 minutes just looking things
over.
When I gave the HVAC contract to [redacted] he made a commitment
that the system that he installed would keep my house cool. The system that he
installed did not do that, and that is the entire reason for the Revdex.com complaint.
The first 3 visits all pertain to the cooling issue, those 3 visits are his
responsibility, not mine. The fourth visit I would absolutely not have had a
problem paying for. The equipment that he provided to me at cost was the
material for the duct fan, again all equipment that he should have provided as
part of his commitment to install a system that would keep my house cool.
[redacted], put your money where your mouth is, let's have an independent
HVAC consultant come in to assess the HVAC system that you designed and
installed. Hopefully the Revdex.com would be willing to coordinate a consultant
outside the Powell-Cody area. Both the company selected, and the results of the
assessment would be incontrovertible and binding to both of us.
The consultant could potentially install WIFI data loggers
on the HVAC system so that we could both monitor results from the Internet.
I'll agree to make any operating changes that they recommend, if they find that
the problems are entirely my fault, I'll pay all of the consultant fees, make
an apology to you and retract everything I've said. If the consultant finds
that there are hardware type issues, you agree to pay for any changes that they
recommend. , If the consultant finds that there are both operational and
mechanical design issues, we both pay 50% of the costs for this service.
There's a big disparity in what we both claim in our responses. Everything that
I have said in my responses are true, with no exaggerations, I'm willing to
back up my word with money, are you?
And [redacted], think carefully about how you respond to my
proposal. If the problems really are my fault as you insist, agreeing to this
proposal won't cost you a dime. But remember, some of the people reading this
complaint are looking for a new HVAC system. They have "googled"
Custom Air to find out if Custom Air is reliable and will stand behind their
work. If you don't agree, or don't respond, this will prove to your potential
customers reading this complaint how little your word is really worth.
Regards,
[redacted]

Custom Air, Inc 
406 S Mountain View                                                                                      April 17, 2014
Powell, WY 82435 
Phone ####-###-#### 
Fax ####-###-#### 
Revdex.com 
8020 S County Rd 5, Ste 100 
Fort Collins, CO 80528 
Phone # ###-###-#### 
Fax #[redacted] 
Dear [redacted], 
RE: Claim # [redacted] 
In response to your last letter, inquiring if we would try the dispute resolution method of binding arbitration - No, we will not enter into arbitration on this subject. Again, we feel that there is no problems with the system that we installed for the customer and will maintain that stance. 
Sincerely, 
Custom Air, Inc.