Denny's Plumbing & Heating L L C

Review: About a year ago we bought a heat pump and gas furnace from [redacted]'s Heating and Plumbing. It has never worked right. I have repeatedly contacted [redacted] and the person above him who gives him technical advice with the units he installs (Ralph Leirmo | HVAC Dept. Manager, First Supply LLC,). Most recently we had a computer board go bad and it has been over a week, and it still isn't fixed. The have not properly installed the duel fuel wiring for us to be compatible with our electric company and now the electric company is threatening to cancel our contract because we are not in compliance. I have repeatedly tried to contact [redacted] and Ralph to resolve situations and rarely get any response. I have not heard from [redacted] or Ralph in about 2 months even tho they know my situation is not fixed.Desired Settlement: I would like to have a refund. I do not want another product from [redacted] or Ralph. This product [redacted] sold me has never operated as promised. We have been more than patient. This need to be settled before it gets cold out please.

Business

Response:

We installed a heating & cooling

system for the [redacted]. It does include a 2 Stage communicating heat pump

system. Yes they want this communicating system to work with the electric

company who want to control the on & off times of the heat pump side of the

system. Unfortunately ICP (International Comfort Products) communicating system

doesn’t understand what the electric companies signal is. It thinks there is a

fault in the system & the “Fault” will come up on the thermostat & a standard

10 minute delay comes on before the system goes into the gas furnace mode. During this time there is cold air blowing

(because the heat pump is off), and they feel cold air from the vents. So far ICP says that there is nothing wrong

with that and they are not going to make any changes to their communicating

system.On Friday September 4, 2015 at

approx. 8:30pm I received a phone call from The [redacted] saying there air

conditioner stopped working. On Saturday September 5, 2015 we send a technician

on an after-hours emergency call to repair their air conditioner. Technician

found that the system didn’t stop working Friday night, fault occurred at

2:59pm Thursday September 4, 2015. The

thermostat – (see picture) – was reset prior to our arrival on Saturday. The

fault was no longer active, meaning that someone seen it & reset it

earlier. Anyhow it turned out to be a board on the heat pump. After holiday weekend we ordered a board from

First Supply. First Supply had to order it from the factory. Board will be

installed & system repaired ASAP.As for the electric company control,

we are going to install a Honeywell Thermostat to help manage the electric

companies control issues.For the inconvenience the customer

has experienced we did not charge them for the whole house humidifier we

installed for the amount of $457.59. Shortly after installation they complained it didn’t work, it works. Per

homeowners / installation manual states for proper performance allow one full heating

season to occur. Meaning it is not designed to dump a whole bunch of water to

correct a dessert. It’s designed to maintain proper humidity levels once they

are achieved.As a company, not the manufacturer I

am doing my best to resolve this manner. Unfortunately I can only work with the

product the manufacture gives me. I cannot design their systems. They tell us

that it is fine the way it is. My

customer tell me otherwise. So in trying to satisfy my customer I have spent

hundreds of hours at their home and on the phone for a solution. With that being

said I will be installing the Honeywell thermostat system at no cost to the

customer.Sincerely,[redacted]’s Heating & Cooling, LLC

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me for now. I use the words for now as I am not sure if the heat pump will continue to frost up like it did last year. If it doesn't, great, this is finished. If it does, I will continue forward with my complaint with this company. In response to [redacted]'s response letter, I understand that [redacted] isn't the problem. But [redacted] is the one who promised me that it would be no problem to set up duel fuel. This was a prerequisite to buying a very expensive heating/cooling system. I'm sorry that Tempstar is giving [redacted] such a hard time...I really am, but [redacted] shouldn't get agitated at his customers because they want their system to operate the way [redacted] promised. A total break down in communication has made this buying experience one of the worst in both mine and my parent's lives. The thermostats that were installed a few days ago were suppose to be installed last spring. [redacted] has not communicated with me during the entire summer/early fall about any intentions of coming and installing the thermostats and fixing the duel fuel...not once. [redacted] told me after I contacted him in June he would set up a time with [redacted] to install the thermostats, but I never heard back from him either. The last service call on Memorial Weekend we were told on Saturday that it wouldn't be fixed until Tuesday at the earliest. On Monday (a week later) my wife called [redacted]'s and we were informed that they would be there on Wednesday to fix it...all it would have taken is a phone call or email to let us know that neither [redacted] or 1st Supply had the part and it had to be ordered. But instead we were once again left in the dark as to what was happening and very frustrated. As far as the humidifier goes, I told [redacted] to take it out and take it back, he said keep it. If it is going to be used as tool for arguing, I'll take it out and bring it to him...we aren't using it, he might as well get some use out of it. What really hurt was I really wanted just to talk with [redacted], explain our situation and come to a mutual understanding on this (I have never filed a complaint before in my life and it bothers me). I worked 12 hours Tuesday night. I waited for [redacted] to show up to talk to him. When I saw him, he was in the middle of looking at a schematic and didn't want to bother him. I asked him if we could talk before he left. He said sure, no problem. Finally, I laid down on the couch, still in my work clothes from the previous night, around 2pm. I slept for 2 hours waiting for [redacted] to get done. Around 5pm [redacted] came and showed me and my wife the new thermostats and how to use them. I followed him outside and asked if we could bury the hatchet. He went off about Tempstar as he walked to his truck, got in and left without giving me a chance to say anything. I then went back inside and got ready to go to work that night...another 12 shift. I stayed up instead of sleeping to try and make this right with [redacted]. All I feel I got was a big middle finger. I don't understand why [redacted] is mad at me about this. I bought his top of the line product, have been patiently trying to get it working the way he told me it would work for over a year now. I wish we could come to a mutual understanding on this, but my efforts to try and talk with [redacted] have been to no avail. Best Regards