Energy Sharks Heating & Air

Please add a statement saying that the situation has been resolved to my satisfaction

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint To whom it may concern, I will begin by addressing the comments you received from Energy Shark concerning the installation of the new unitIt was stated that the drain line was tied into the existing drain lineThis is not what happenedthe drain line that was attached to the drain pan was disconnected and the new drain line bypassed the drain panThe hole in the drain pan where the original drain line was connected was sealed, preventing any water from draining out of the drain pan The existing drain line was then connected to the new unit at an upward angle that would prevent water from drainingThis coupled with the fact that the unit was not leveled when it was installed created an overflow from the new unit into the drain pan which had no way to drain out because the drain port had been sealed by the installersTo the point of the unit running for months after it was installed without a problem, I can only say that you don"t run the air conditioner in the winter monthsAs to the comment that the problem was due to pre-existing materials, I can only say that the pre-existing they refer to had been working without any problems for over years until the new unit was installedAs for having the system checked every months is not the industry standardIt is annually which is every months As to the comment that I stated that I was happy with the repair is completely untrueI informed the individual that made the repairs to the ceiling that I was not happy with the job and he suggested that I wait until the paint dried and it would look OKHe also stated that if it did not match the rest of the ceiling I should call Energy Sharks and he would come backI gave the paint two days to completely dry and it did not match the rest of the ceilingI then called and informed them that I was not happy with the repair, at which time I was told they would come out and check the repairUpon arriving, representative from Energy Sharks agreed that the repair did not match the rest of the ceiling and told me that he would have the entire ceiling paintedwhen this was done and completely dry, I called and ask them to come back and look at the ceiling and make a decision as to what could be done to correct the problemThey are supposed to return on September to address the problem When I first called to complain about the water coming thru the ceiling, I was told to turn the unit off and someone would come by to check on itThis was on Friday, and the supervisor did not come until SaturdayFriday afternoon I had my neighbor go up and see if he could see what was wrongHe found the drain pan was overflowingAt this time he pumped the water out of the drain pan to prevent further damage to the ceilingWhen the supervisor came on Saturday, he found numerous installation problems including, the unit was not level, it was not properly sealed, the water level shut off switch on the drain pan was not connected, the drain lines were not connected to the drain pan, the drain line coming from the unit was installed at an upward angle to facilitate going over the wall of the drain panOn the following Monday, the installer came and corrected the installation errorsThe main problem with this damage being so visible is that when I sell this house, and a prospective buyer sees the damage to the ceiling, this automatically devalues my home Regards, [redacted] / [redacted] Style Definitions */ [redacted] ***

In response to the complaint from [redacted] about the ceiling that was damaged We take customer satisfaction seriously and have gone beyond reasonable expectations to help him out as outlined belowWe installed a new AC system and placed it on existing supports in the existing overflow pan and tied it into the existing drain line that customer had attached to his previous unit in December of Using the existing pan, supports, and drain line is standard industry procedure and replacing them was not part of our scope of workEven though the leak was due to pre-existing materials we do what we always do and that's to help out the customer to the best of our ability even though the system ran without a hiccup for months after it was installed The fact is, routine maintenance and a safety check should be completed on the entire AC system including drain lines to make sure drain lines don't coagulate and allow water to back up into the overflow pan a minimum of every months A month maintenance check if conducted would have eliminated the chance of this even occurring Unfortunately, failure to perform routine maintenance often leads to unexpected consequences Thus the requirement by manufacturers to perform said routine maintenance to keep the warranty from being null and voidTo that end, we still tried to remedy the situation to help the customer We hired a professional sheet rock company and repaired the dated popcorn ceiling and painted the repaired area to match the rest of his ceiling using top grade materialsThe customer stated he was happy with the repair so we paid the subcontractor Approximately a 7-days or so later we received another call from the customer saying the paint didn't match as well as he would like with the rest of the ceilingWe once again bent over backwards and hired a professional painter and proceeded to paint the entire living-room ceiling and and even the adjoining dining-room ceiling all the same color even though the original area we repaired was a small fraction of the size of the living-room and dining-room At this point we have hired the highest rated professionals in the area who specialize in these type repairs They repaired the popcorn ceiling with best materials currently available (popcorn ceilings are a thing of the past and the original materials used have long been discontinued for what I am being told is for safety and health reasons) and painted entire rooms ceilingTo now be told weeks later the customer still isn't happy is heart breaking considering the extent we have gone to help them outBottom line, is we have exhausted every reasonable means available to remedy the situation Thanks, [redacted]

The home owner asked us to replace systems after he fired the original heating & air contractor that was already working on the project One system was installed for the main level and the other was to be used to cool the 2nd and 3rd floors of the house he purchased out of foreclosureAfter much consultation with the homeowner who works on heating & air systems in the aviation industry it was mutually agreed we would increase the size of an existing unit that was already disassembled when we arrived on site which he claimed couldn't keep up with cooling the 3rd story The disassembled unit was a ton unit and after multiple discussions on which would be better, a ton or a ton, the homeowner selected the ton unit as he was concerned the ton wouldn't be able to get the job done Therefore a ton Nordine/Westinghouse high efficiency AC and furnace was offered, selected, and installed As stated by the homeowner it took several service calls to test, locate, and repair a Freon leak in the line-set which is not part of the AC unit itself Please note, at the homeowners request all testing was to be done when he could be present which lengthened the time frame for the inspection, identification, and repair of the leak as we had to coordinate all visits with his work schedule, which we gladly didIn any event, during this time frame it was determined and we were notified the original size of the unit (tons) was a better match and the homeowner has since asked us to replace the ton and go back to a ton unitWe agreed to do the replacement at our cost and zero cost to him We have offered to install for free the same brand Nordine/Westinghouse as was originally installed and at the ton size and efficiency rating as he has asked Unfortunately he has not agreed to allow us to replace the ton Nordine/Westinghouse with another Nordine/Westinghouse The good news is the ton Nordine/Westinghouse unit has run without a problem for over a year since the leak in the line-set (copper tubing area) was repaired We are ready and willing to swap the ton Nordine/Westinghouse AC with a ton Nordine/Westinghouse AC as we already have indicated in writing to him We had not heard back from the customer until we received this notification from the Revdex.com Also of note, the downstairs unit we installed at the same time has run now for over years without a problem!

The replacement system was installed per code and was signed off as "passed" by the *** County Inspector. The *** County inspector is the "go to" authority on the installation and only passes installations when the installation meets codeWe replaced the old exisitng unit with a new unit. It was not new construction? It was a replacement of an existing unit in a double wide trailer. We did not manufacturer the unitWe were responsible for the installation and it was done per per code as indicated by the *** County Inspector. We have been very responsive to this customer and all customers for that matter when it comes to service. This unit was found to have a bad motor approximately years after our installation and it was replaced by the manufacturer under the manufacturers parts warranty no questions asked. As a service to our customers we provide year of free labor, but this repair was way beyond that time frame as it was in year We did provide our labor to replace this motor in year at a very steep discount and as close to actual labor cost as possible to help this customer out. Again, we did not manufacturer the equipment but did respond immediately when called that the unit was having a problem

This is the installation contract After repeated calls I had to hire *** *** to prove to Energy Sharks that there was a leak in the system I have more documentation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
[redacted], and have determined that this does not resolve my complaint.
To whom it may concern,
I will begin by
addressing the comments you received from Energy Shark concerning the
installation of the new unitIt was stated that the drain line was tied into
the existing drain lineThis is not what happenedthe drain line that was
attached to the drain pan was disconnected and the new drain line bypassed the
drain panThe hole in the drain pan where the original drain line was
connected was sealed, preventing any water from draining out of the drain pan
The existing drain line was then connected to the new unit at an upward angle
that would prevent water from drainingThis coupled with the fact that the
unit was not leveled when it was installed created an overflow from the new
unit into the drain pan which had no way to drain out because the drain port
had been sealed by the installersTo the point of the unit running for
months after it was installed without a problem, I can only say that you
don"t run the air conditioner in the winter monthsAs to the comment that
the problem was due to pre-existing materials, I can only say that the
pre-existing they refer to had been working without any problems for over
years until the new unit was installedAs for having the system checked every
months is not the industry standardIt is annually which is every months
As to the comment that I stated that I was happy with the repair is completely
untrueI informed the individual that made the repairs to the ceiling that I
was not happy with the job and he suggested that I wait until the paint dried
and it would look OKHe also stated that if it did not match the rest of the
ceiling I should call Energy Sharks and he would come backI gave the paint
two days to completely dry and it did not match the rest of the ceilingI then
called and informed them that I was not happy with the repair, at which time I
was told they would come out and check the repairUpon arriving,
representative from Energy Sharks agreed that the repair did not match the rest
of the ceiling and told me that he would have the entire ceiling paintedwhen
this was done and completely dry, I called and ask them to come back and look
at the ceiling and make a decision as to what could be done to correct the
problemThey are supposed to return on September to address the problem
When I first called to complain about the water
coming thru the ceiling, I was told to turn the unit off and someone would come
by to check on itThis was on Friday, and the supervisor did not come until
SaturdayFriday afternoon I had my neighbor go up and see if he could see what
was wrongHe found the drain pan was overflowingAt this time he pumped the
water out of the drain pan to prevent further damage to the ceilingWhen the
supervisor came on Saturday, he found numerous installation problems including,
the unit was not level, it was not properly sealed, the water level shut off
switch on the drain pan was not connected, the drain lines were not
connected to the drain pan, the drain line coming from the unit was installed
at an upward angle to facilitate going over the wall of the drain panOn the
following Monday, the installer came and corrected the installation errorsThe
main problem with this damage being so visible is that when I sell this house,
and a prospective buyer sees the damage to the ceiling, this automatically devalues
my home
Regards,
[redacted]
[redacted]

The home owner asked us to replace 2 systems after he fired the original heating & air contractor that was...

already working on the project.  One system was installed for the main level and the other was to be used to cool the 2nd and 3rd floors of the house he purchased out of foreclosure. After much consultation with the homeowner who works on heating & air systems in the aviation industry it was mutually agreed we would increase the size of an existing unit that was already disassembled when we arrived on site which he claimed couldn't keep up with cooling the 3rd story.  The disassembled unit was a 3 ton unit and after multiple discussions  on which would be better, a 3.5 ton or a 4 ton, the homeowner selected the 4 ton unit as he was concerned the 3.5 ton wouldn't be able to get the job done.  Therefore a 4 ton Nordine/Westinghouse high efficiency AC and furnace was offered, selected, and installed.  As stated by the homeowner it took several service calls to test, locate, and repair a Freon leak in the line-set which is not part of the AC unit itself.  Please note, at the homeowners request all testing was to be done when he could be present which lengthened the time frame for the inspection, identification, and repair of the leak as we had to coordinate all visits with his work schedule, which we gladly did. In any event, during this time frame it was determined and we were notified the original size of the unit (3 tons) was a better match and the homeowner has since asked us to replace the 4 ton and go back to a 3 ton unit. We agreed to do the replacement at our cost and zero cost to him.  We have offered to install for free the same brand Nordine/Westinghouse as was originally installed and at the 3 ton size and efficiency rating as he has asked.  Unfortunately he has not agreed to allow us to replace the 4 ton Nordine/Westinghouse with another Nordine/Westinghouse.  The good news is the 4 ton Nordine/Westinghouse unit has run without a problem for over a year since the leak in the line-set (copper tubing area) was repaired.  We are ready and willing to swap the 4 ton Nordine/Westinghouse AC with a 3 ton Nordine/Westinghouse AC as we already have indicated in writing to him.  We had not heard back from the customer until we received this notification from the Revdex.com.  Also of note, the downstairs unit we installed at the same time has run now for over 2 years without a problem!

We did not sell a system to [redacted].  We did sell a system to [redacted] who lives at the address provided to us back in the fall of 2014.  New systems typically come with a 10 year parts warranty from the manufacturer.  We did receive a call from Mrs....

[redacted] in September of 2016 almost 2 years after install stating the system had a problem.  We went on the service call and fixed the issue and covered all the parts under the manufacturers warranty.  In fact, we ordered the motor that failed and returned the following day to install it. Mrs. [redacted] was told upfront what the labor portion of the repair was going to cost and agreed to pay upon completion. We actually charged a very modest labor charge considering the amount of travel time up to [redacted] to diagnose and then to go to the manufacturers warehouse to process the warranty claim, pick up the part, and to do the repair the following day.In any event, Mrs. [redacted] surprised us after the job was completed and said she didn't have the money to pay for the labor portion of the repair. We indicated to her that was not the agreement and we would need to remove the part if she couldn't pay for it.  She clearly stated she knew the law and she knew we couldn't remove the part once it was installed.  She asked us to leave the property and not to touch her system.  To avoid further conflict we called the [redacted] County Sheriffs Department and waited for their arrival.  Upon their arrival the deputy indicated Mrs. [redacted] was correct that by law could not remove the part. He indicated our only remedy was through the courts. With the deputy present we told Mrs. [redacted] we would have to file charges against her and go to court as the deputy indicated.  With the deputy present we discussed that would ultimately cost her more if she lost since she would be charged court cost plus our original labor charge.  At that point she offered to write us a post dated check which we refused as post dated checks are not valid in S.C. and we figured she knew that too since she knew how to beat us out of the part.  We told Mrs. [redacted] we needed a check with the current date on it or we would have no option but to go to court. She stated she didn't have another check with her. We gave her till the following day to drop a check off at our office with the correct date on it.  She stated she would do that if we could hold the check for about 3 weeks or so.  Mrs. [redacted] came to our office and dropped off a check the following day and we held it till the date she requested.  To this day we have not refused to help Mrs. [redacted] as long as she can pay prior to the start of the repair to avoid the same issue again.  We have made it very clear we will have to receive payment prior to the start of the project.  Unfortunately in this business it iis mandatory to receive payment at the time the service was rendered to prevent situations like what happened above. Regards, Phil & Mary E[redacted]

In response to the complaint from [redacted] about the ceiling that was damaged.  We take customer satisfaction seriously and have gone beyond reasonable expectations to help him out as outlined below. We installed a new AC system and placed it on existing supports in the existing overflow...

pan and tied it into the existing drain line that customer had attached to his previous unit in December of 2014.  Using the existing pan, supports, and drain line is standard industry procedure and replacing them was not part of our scope of work. Even though the leak was due to pre-existing materials we do what we always do and that's to help out the customer to the best of our ability even though the system ran without a hiccup for 7 months after it was installed.  The fact is, routine maintenance and a safety check should be completed on the entire AC system including drain lines to make sure drain lines don't coagulate and allow water to back up into the overflow pan a minimum of every 6 months.  A 6 month maintenance check if conducted would have eliminated the chance of this even occurring.  Unfortunately, failure to perform routine maintenance often leads to unexpected consequences.  Thus the requirement by manufacturers to perform said routine maintenance to keep the warranty from being null and void. To that end, we still tried to remedy the situation to help the customer.  We hired a professional sheet rock company and repaired the dated popcorn ceiling and painted the repaired area to match the rest of his ceiling using top grade materials. The customer stated he was happy with the repair so we paid the subcontractor.  Approximately a 7-10 days or so later we received another call from the customer saying the paint didn't match as well as he would like with the rest of the ceiling. We once again bent over backwards and hired a professional painter and proceeded to paint the entire living-room ceiling and and even the adjoining dining-room ceiling all the same color even though the original area we repaired was a small fraction of the size of the living-room and dining-room.  At this point we have hired the highest rated professionals in the area who specialize in these type repairs.  They repaired the popcorn ceiling with best materials currently available (popcorn ceilings are a thing of the past and the original materials used have long been discontinued for what I am being told is for safety and health reasons) and painted 2 entire rooms ceiling. To now be told weeks later the customer still isn't happy is heart breaking considering the extent we have gone to help them out. Bottom line, is we have exhausted every reasonable means available to remedy the situation.    Thanks,[redacted]

Please add a statement saying that the situation has been resolved to my satisfaction.