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East Coast Comfort, Inc.

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East Coast Comfort, Inc. Reviews (1)

Review: ECC was hired to install the [redacted] whole house air filter and humidifier on the existing A/C system. I was provided with an estimate for approximately $600 for labor after quick on-site assessment by the company. Two ECC's technicians arrived and spend most of the day installing the hardware. Upon completion of work I paid with check. Shortly after installation (2-3 days) I noticed that HVAC system is frequently turning on and off on its own. As result house is cold which is troublesome in the middle of cold autum. I called ECC seeking assistance. Another technician arrived and checked the system. During the follow up call he stated that the problem is with filter itself, Namely, the filter is too restrictive. He option is to pulled the filter out reducing the effectiveness of the filter to zero. He left written explanation to that effect. I called the [redacted] asking how to solve the problem but the company assured me that the resistance on the filter is minimal. I called ECC technician back asking him to talk to the company or solv the issue. He replied that he will not talk to the company. He confirmed that the problem is in the filter. When I tried to argue he told me that my accent makes impossible for him to understand me and put the receiver down. Pulling out the filter makes me more prone for wheezing. So, not having the filter in place made me sneeze and wheeze a lot

The next day I filed the complain with [redacted]. After some debating company offered to buy filter back and refund 50% of charges and restore system to its original state. They also added that due to the high work load they are unsure when they will be able to service equipment. Since, I and company were going back and forth [redacted] declare this case as a stalemate. I complained to [redacted] since the company was hired through them. In that case company complained that the failure of the system is due to the duct work. I refused to accept this explanation because: 1) it is different from prior one issued by the same company, 2) company was hired to install filter on the system previously inspected by them. Thus, they should be professional enough to know that the duct work is to narrow (if this is true explanation).

So, I decided to talk to manufacturer again. He pointed that ECC installed manual regulator instead of electronic one. According to the manual using electronic is much better. Secondary, a selenoid has not been not installed. I asked for second opinion. This time I got it from [redacted] who is an certified HVAC operator.

He inspected system and showed that the opening of the filter is too small. He also found few parts for the system that were not installed. I gave him go ahead to install the missing parts and fix broken filter. He fixed this for $400 in the form of check. He did not give me an invoice so it is hard for me to say what exactly was done but after his re-aligment of the system, the filter has been working very well, HVAC is not overheating itself and humidity is automatically controlled by electronic servomechanism couple with exterior temp sensor. His repair did not entail enlarging of the duct work as suggested in second explanation provided by ECC.

I called ECC again with the idea they will be able to keep their side of bargain at pay my 50% of workmanship charges. The CEO of company requested talking to HVAC repair person. After that conversation took place he demanded photos before and after repair, refuse to take filter as well as phone number for HVAC repair guy. After he got in touch with him ([redacted]) the CEO of the ECC demanded photos from me how the system looked before the fix and an invoice. He also added that it was very difficult to converse with [redacted]. He also pointed ot me that the way system was installed it made dehumidifier not working.

I spoke with CEO of ECC for 20 minutes. The point I was making was that the new HVAC specialist was able to make system working regardless what he did. ECC also provided me with their opinion why system is broken in writing suggesting that they are not responsible for poor installation. They offered $200 as compensation which is substantially lower from their offer at [redacted]. I disagreed pointing how much harm was done and how long it took to resolve this issue. The CEO of ECC stated that he is going to talk to his business partner and stormed out of my house.

Since 4/21013 I didn't have another contact with ECC. I was not called by them and two calls I placed were not answered.Desired Settlement: ECC should pay $300 as per their original offer. They should cover the expenses to fix the system by other technician in the range up to $400.

Business

Response:

I have no problems owning up to something that was done incorrectly or possibly overseen but when I was told that the duct work was not cut open the proper size I know that it was (that's why I had asked for a picture of evidence). It is not possible for me to accomplish the installation of that product without doing so. I originally offered to buy the Air Purification unit from the client and put the system back to its original state and credit him 50% for the installation but it was not enough. The client wished to be compensated for the "inconvenience of this matter" on top of that offer. I had told [redacted] at that point I cannot offer any more and that itt is unheard of that contractors have to compensate a customer every time there was an issue (inconvenience) with work completed. This is the first complaint I have received since starting my business in 2006. I received the Super Service Award every year for the past 4 years not to mention number one contractor of the nation in 2010 and along that road I have had issues that were able to get resolved in a professional manner. All that I had asked for was an Invoice and that was why I spoke to the other contractor to discuss what he had done and if he had an Invoice stating. An Invoice or Proposal is a contract of agreement and I had done what I said I was going to. If I am being held liable for something completed incorrectly what is to state that something was corrected? Whether or not it was the way someone else would have done it we are all independent contractors and have different methods of installing products and there are several methods that are correct in some contractors eyes and incorrect in others, that does not mean that it is the wrong way. I didn't "storm out of the house" I left with confusion when I was told again that you feel you should be compensated for the inconvenience. Please remember that I have Invoices and letters of documentation stating attempts of resolution; including cutomers decline.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because company did not offer any solution/compensation to the problem and it explanation is not satisfactory. Their

response is an explanation which is not reflecting any of my concerns.

I understand that the different contractors can approach the problem

differently. However, I know that after ECC installation system was not

working. While I reported the issue I was told that problem is with a filter

and a furnace not installation. That is written determination by ECC's staff

with recommendation to keep the filter open which defies the purpose of

installation. I still have it with me. On the follow up call ECC refused to

talk to the manufacturer or even to me how to solve it. I got the system

installed in their opinion. When I hired other contractor he did fix the system

- filter is working and doing it is job. Honestly, it is beyond me what was

wrong with first installation - openin too small, different way to sit the filter

or whatever - I know that as far ECC was concerned they installed filter and

that's it. Whether is operation is not their problem. Their offer to buy back

filter and restore system to original configuration is a travesty - so I have

to pay 50% installation cost for their failed expertise. ECC knew in advance

which filter is installing and on what system. Later on what turned out that

dehumidifier was not functioning either it made their offer even more bizarre.

To use analogy - if my mechanic "fixed" the car and it is still not

working I guess I have to pay him to despite he was hired to do the job that

failed.

Regarding complaint process. Initially, ECC offer 50% installation cost and

reimburse me for filter... Than, I was told that they are very busy and it may

take some time to get back to me. I spoke with them and there were ok with me

hiring contractor to fix the job and reimburse him. Also, after another

contractor showed me that there is no airflow pre-filter duct (which may

dehumidifier not working either) while furnace I realized that there is

something wrong with installation process by ECC. Also, after re-installation

ECC requested to talk to contractor. After they talked to him then they

requested photos and invoice. None of these items they request in advance.

Fulfilling one of their request just produced another one. Also, compensation

for me was declining from 50% of work and filter (300+500), to reimbursing the

contractor, to $300, followed by max $200 after ECC visitation on site. And after

ECC left my house in state of confusion, I was expecting call. ECC stated they

have to talk to their bussiness partner. The call never came. Angie list process went into a stalemate. This is repetetive patter from ECC to drag the process.

Regarding the "inconvenience" claim. My son has frequent upper

respiratory infection and having filter installed is the purpose of decreasing

frequency. Conversely, not having filter is a problem. Not having heat because

of installation is obvious inconvenience. ECC made up mind that they will

reimburse me 50% of installation or less. I font think it is right. I thought ECC

should fully reimburse me for faulty installation and apologize. Instead, I was

told that my English is not good enough (which may be but I think I can hold

conversation pretty well) or I don't know what I am talking about. They

refused to talk to [redacted] in order to troubleshoot my system either. They escalate demands required for me to get

partially refunded (we need to come -> we need to talk to contractor

-> we need photo) while reducing amount of reimbursement ($800 -> $300

-> $200 -> $0). I didn't ask for more than I paid for the system. If I

would like extra damages it would be over $600 + $800. I am not sure what ECC

refers to as me "declining" - I did decline their offer because it

was inadequate and their I didnt want their service after I discovered so many

problems with their original installation

On the side note, if I decline dealing with ECC why I asked them to come to my

house, called them and deal with [redacted] process and Revdex.com. I wanted to be

proactive -> ECC was putting red tape for most of the time.

I understand that they won awards and so on...I am no clear how is that... My

impression is very different.

Again, I do expect to get reimbursed for faulty installation. It is faulty because it was not working, ECC was unwilling to correct the problem while hiring another contractor made the system working again.

Regards,

Regards,

Business

Response:

After the work was complete we returned and diagnosed the problem to be an airflow issue. You are correct that it was written in my Invoice because I left an Invoice and that is my trail of service. So when I ask you for an Invoice for the last contractor you tell me he did not leave one. Before the Revdex.com I offered to pay you for the air cleaner and compensate you 50% of the labor knowing the humidifier was kept in there I felt that was a fair offer knowing 50% of the work would still be intact. That offer was declined when I would not compensate you for the inconvenence-my offer was not enough, so I could not offer any more. Then you called and told me that you had another contractor fix the work. That's fine, but when I asked for an Invoice I was told he did not leave one. That's when I asked to talk to him. I called him and he explained what he had done and I still did not feel comfortable with the reply. That was the only reason I asked if a picture was taken prior to work; I always take pictures when doing certain modifications. I asked again for an Invoice and there was not one to be presented for the work completed. You said there was a copy of a check written but that is not a service Invoice that is a copy of a check. I asked to return and see if I could determine what was completed by the other contractor and you gave me the ok. On arrival I could not see any obvious changes in the system. Trying to be fair I offered 1/2 of what the original contractor charged. The bill was for $400.00 and not having an Invoice or any signs of changes in what I had done I felt $200.00 was being more then fair. If I was given proof of modification or seen any difference I would not hesitate to compensate for something that was possibly overseen. You cannot return anyting to a store without a receipt and you mention in your email about having an Invoice from when we were there stating what we had determined. If our Invoice is proof of our work then where is the proof of the other work?

Consumer

Response:

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Description: Heating & Air Conditioning

Address: 465 Pike Rd Ste 109, Huntingdon Vy, Pennsylvania, United States, 19006-1621

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