Farnsworth Heating & Cooling/Plumbing

I have told [redacted] that we have let go the tech that did not do the job correctly and that I would send a manager out to take care of his properties.  [redacted] is not being reasonable in this case.  Farnsworth is trying to find any solution to the problem but [redacted] is refusing to even let us try to correct the issue.  Farnsworth always does their best to take care of our customers and when a problem happens we do whatever we can to try and rectify the situation.  We have given [redacted] a couple of options to try and resolve this but [redacted] is not even trying to cooperate.  We cant help customers that done want to be helped.

Farnsworth heating and cooling has been in contact with terry and have come to an agreement.  Once the agreement is fulfilled terry said that he cancel this complaint.

We disagree with Farnsworth's statement. We didn't call them and tell them our thermostat wasn't working. We called them and said our air conditioning wasn't working. The technician said our thermostat needed replacing, we said we thought it was under warranty. They did tell us to contact the original installer of our [redacted] system. Which we did. There was nothing wrong with our thermostat. A safety switch in the attic had somehow tripped and shut the air conditioner off. Why didn't Farnsworth Technician find that when he was in the attic and fix it without us having to pay for another service call   from another company for $69.95 when we had a $600.00 service contract with Farnsworth. For this reason we want the balance of our service contract and the amount of the second service company's service call. Farnsworth obviously didn't charge us for the service call on July 28th because they didn't fix anything and it should have been covered by the service contract.

If joan feels like she has been cheated then Farnsworth will do another duct clean on her house for free.  Farnsworth always takes care of their customers.

I had personally talked to [redacted] over the phone when the issue had happened.  I told him that I could help with the problem.  I told [redacted] to not do anything about the repair and that we needed to get my repairs guys in there to as the damage and then we could go from there.  [redacted] refused to let my guys get in there to as the damage and then had the drywall repaired without calling or informing me of it.  If [redacted] had let me handle the problem we could have had this resolved very easily.  But because [redacted] did not consult with me or let me know what he was doing, now it is too late for me to help.  Farnsworth always takes care of their customers but when a customer goes around us, there is nothing that we can do.

I did receive this call about the ceiling repairs.  the owner of the property at [redacted] gave me the number to his neighbor [redacted], who was taking care of the house,  and I called [redacted] about getting my water restoration company in there to assess...

the damage and see what we needed to do to get it done.  I ([redacted]) personally called [redacted] to get this figured out.  I gave him my cell number.  [redacted] told me that he had to call the owner or look into the insurance policy before he was going to do anything.  I told [redacted] to call me back as soon as he could so that we could get it handled.  [redacted] never called me back so I assumed that the owner had just taken care of it.  From the repair prices it looks like they went outside of there insurance to get it done.  most likely it would have cost $500 per there insurance.  I am sorry about the mix up in this matter but I never received a call back from [redacted] so I was not able to oversee and take care of the problem.

I am so tired of having to go through all this .I would like a refund or else have them come back and do it correctly. I still think paying 500 dollars to do just one air duct is excessive.. It took them only a half hour and they did not even look at the other air ducts.  They came in and went right to the kitchen and that was it.  I wish I could make 500 dollars for a 1/2 hours work.  I feel I was cheated and want it fixed.  I don't know how to send the contract via computer, I never learned that.  I just looked at my contract and it says 11 ducts to be cleaned.

In March 2013, this company replaced my AC unit and did not put tar around the electrical hose and now there is a leak in my roof. As a result, I now have a fast growing hole in my bathroom ceiling.

I have repeatedly called Farnsworth Heating and Cooling to fix this problem, but they don't want to take care of the problem.

I am very dissatisfied with their work and their unwillingness to work with customers who are unhappy.

Mr. [redacted] purchased a unit form us on the 6th of August 2015. He paid with his credit card of his choosing. He then approximately 20 days later was asking to finance the installation? We are Not able to exchange forms of payment after the installation is completed., as our finance company does...

not perform re financing on already installed equipment and to our knowledge no one does such a thing. The time for Mr [redacted] to compare his interest rates on his card vs financing would be prior to making a purchase. As far as his allegation that using a credit card would expedite the installation that is simply untrue, we do same day and next day installations all the time with financed deals. Mr [redacted] also alleges that he was not provided a copy of his warranty registration which was in fact emailed to him on two occasions and is enclosed once again in this response. Mr [redacted] also states in the email thread enclosed that he acknowledges that he was given a discount for the APS rebate and states " I don't care where the money comes from either Farnsworth or APS". As far as the farnsworth warranty there is no file for his records other than the original contract. Again the time to decide what type of payment for ANY transactions prior to purchase. You cannot go to the grocery store and pay cash and then come back 20 days later and ask to pay with your credit card and get your cash back?

We disagree with Farnsworth's statement. We didn't call them and tell them our thermostat wasn't working. We called them and said our air conditioning wasn't working. The technician said our thermostat needed replacing, we said we thought it was under warranty. They did tell us to contact the original installer of our [redacted] system. Which we did. There was nothing wrong with our thermostat. A safety switch in the attic had somehow tripped and shut the air conditioner off. Why didn't Farnsworth Technician find that when he was in the attic and fix it without us having to pay for another service call   from another company for $69.95 when we had a $600.00 service contract with Farnsworth. For this reason we want the balance of our service contract and the amount of the second service company's service call. Farnsworth obviously didn't charge us for the service call on July 28th because they didn't fix anything and it should have been covered by the service contract.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is in response to the Revdex.com letter to me dated Monday, May 5th, 2014 (which Ijust received 5/9114), relaying the first reply I have received from [redacted] since I mailed them my complaint March 6, 2014.  The Revdex.com contacted them on by behalf April S, 2014.

Farnsworth: "We did not show up unannounced to her house. We only show up to appointments only."

*It was my intention to go to Costco for an A/C unit as I have purchased other large items (carpet, etc.) there before, and I didn't know anybody by reputation here in Phoenix, as I had just moved here, after my husband's death in Tucson.  I certainly never heard of any company in Mesa.

*During [redacted]'s visit, I called my son in Colorado to ask if he had any input on this situation. We can obtain that phone record as soon as [redacted] produces any record ofTIIEIR call to ME   or MY call to TIIEM for an appointment.

*When I have called [redacted] Heating & Cooling since the installation, I get [redacted] Real Estate. You can BET I would not have bought an A/C unit from a real estate company!

Farnsworth: "[redacted] does not guarantee any energy savings on new units."

*It was part of Farnsworth's representative [redacted]'s presentation (he had kind of a 'flip' booklet) that told about the savings and the rebates. True, [redacted] did not say,  "[redacted] itself GUARANTEES your savings and rebates. "But then, he did not say,  "[redacted] itself WILL NOT guarantee what I am telling you. "

*Who would buy a new A/C unit if saving money was not a selling point of the company presentation and product?

Farnsworth: "Thermostats cannot exactly be mismatched. We installed a correct thermostat that worked perfectly with the unit That is not a valid point."

*"...cannot exactly be mismatched ..." ??? Haven't a clue how to address this!

*Note: I mentioned the thermostat mismatch, but as you see, I did not ask for any replacement or compensation for it. After all that has gone wrong, Ijust fmd it a bit irritating to be reminded by the "[redacted] Heating & Cooling'' name ON the thermostat that it is not a Trane American  Standard like the unit.

 

Farnsworth: "You do not have to insta/1 a matching filter system. That is an aftermarket part if the customer decides to purchase it. A standard filter base is more than enough to work with this unit.11

* "Standard"?  The Goettl unit I had before this "new" unit had a matching filter system that said "Goettl" on it, not 'standard.'

* This should have said "WE (not YOU) do not ...."to be accurate.

* How can the base, which in UNDER the whole unit, become an "aftermarket purchase"; you would have to REMOVE the WHOLE unit to 'install' it!

*Farnsworth's representative never mentioned this part (filtering component) of the "new unit."

* If this is so standard, why has the filter collected NOT ANYTHING all these many months, through the summer? Or is itjust not hooked up to the unit at all, merely sitting on top of it, like the activTek?

* "...base is more than enough to work with this unit."  Not as it turns out, apparently.

Farnsworth: "The active tech air scrubber is not designed to stop or control any dust. The air scrubber is designed to attach hydrogen peroxide molecules to the air to get rid of germs and smelfs. This was instalfed correctly.11

[redacted] sent for the directions to see the proper installation of the activTek because the blue light it emits was not a solid light, but flickering, which led them to find the short in the electricity which prompted the disconnection of the unit until it was repaired to work safely.

*The unit has an arrow on it showing the proper air flow direction (see photo). Itwas not attached that way.

*Quoting the [redacted] Audit Inspection Report: Found loose electrical at uv lamp which is installed backwards. "

Farnsworth: "The unit was a matching air handler and condenser. It meets the manufacturers specifications. We registered the unit with the manufacturer for a 10 year manufacturer's warranty. I can prove this is the correct matching  system.

* My complaint does not say this system does not match the unit.

* My complaint is that the cap on the hard start unit is cracked.

** I would very much like to have a copy of that 10-year warranty, please.

Farnsworth:  "'absence of sealing  around the entire unit'  the homeowner got exactly what she paid for.  She did not pay for  an entire duct seal.11

*I did not pay for, nor did I expect, an 'ENTIRE DUCT SEAL.'

*The complaint addresses the most BASIC sealing to keep the attic air from being sucked into the house. (see photo sent to Revdex.com)

 

Farnsworth: "'copper tubing directly in front of the unit' most of the tubing for the ac units run along the side of the unit. There was enough room for the access panels to be removed and the unit serviced. I cannot help it if the other company thought there wasn't enough room. My techs had enough room to service it."

*At this point, I have to think whoever WROTE this [redacted] letter of reply has not seen/ nor is familiar with my unit model. My complaint says, "The copper tubing was run directly across the front of the unit preventing any access to the doorway provided for maintenance," not "in front of the unit."  The tubing actually TOUCHED the front (maintenance) door from one side to the other, as if you taped a car door from one side to the other and tried to open it without breaking the tape.

* If" most of the tubing for the ac units run along the side of the unit," why didn't they do mine that way? There is plenty of room on both sides ofthe unit.

*There was NO room to open the maintenance door AT ALL. The door runs most of the way ACROSS the front of the unit.(This person does NOT know this unit model at all, apparently.)

*Their techs never "serviced" this unit after it was installed.

*For their techs to service this unit as installed, they would have to have been molecules.

Farnsworth:  "'wiring was run through a hole in the corner' of the units are designed  to have the wiring go through a hole in the ac unit cabinet."

*I think, by this point, we can question the writer's familiarity with this particular model, so I am not going to belabor this point.

*If this had been the ONLY problem and the unit worked safely and efficiently, I would not have even mentioned it. This just speaks to the lack of professionalism.

Farnsworth: "'damaged screen' we were never aware of this problem and the homeowner never gave us a chance tofix it."'

*If you did not know about the screen, it is only because your workmen did not tell you. They knew when they had to 'wedge' it back into the frame that it was damaged.

*The good news is that you can still replace the screen. (The $26.00 was a quote to replace it.)

Farnsworth: "'higher utility bills' no where on the original invoice does it say, [redacted] does not ever guarantee energy savings, that they would save money'"

* We covered this in the beginning.

Farnsworth: "No where on the paperwork does it say anything about energy rebate."

* True, nowhere on the paperwork does it say anything about energy rebate. So does that mean that [redacted] is not responsible for anything and everything THEIR REPRESENTATIVE SHOWED, not just TOLD, me?

 

*Do you/anybody believe that I was NOT advised of the available rebates being offered at that time as a selling point?

Farnsworth:  ''All of the work that was done by [redacted] was nit picking  the [redacted] install and work that is covered  under an energy audit scope."

*I got the idea for an energy audit from a notice in my electric bill and because my bills were so high with a new unit.  [redacted] was there to do an audit, not to find fault with the unit, neither [redacted] nor I knew what the inspection would reveal.

*What possible reason would [redacted] have to 'nit pick' anybody; they were asked to do an audit­ that's all.

Farnsworth:  "[redacted] did not do an energy audit and the customer got exactly what they paid for."

*I did not ask [redacted] to do an energy audit, and I wish I had been one of the "spot checks" that [redacted] said he did when I talked to him. That would have benefited both the company and me.

Farnsworth: "...and the customer got exactly what they paid for."

*!!!

Farnsworth: "We install a matching unit per the AC unit manufacturer."

*Easy to claim; harder to prove.

Farnsworth: 11/f you look at the original invoice the customer's claims are not supported."

*True, you have to also look at the inspection report, the photographs, and the unit itself to see the support for my claims.

Farnsworth: "'We contacted the customer after we received the Jetter to try to resolve the issue with the customer but her demands were too much."

[redacted] did call me shortly after receiving my letter and my suggested solution to resolving the situation. He offered me 'free inspections' for 10 years, 'done by him personally.'  I said I doubted I'd even BE in this house 10 years and that would not resolve it.

* My "demands" amounted to my out of pocket expenses to repair the install issues, the damaged window screen, rebate, and justified electric costs.  They would have been wise to take responsibility and settle at that point, because since that time other problems/issues have come to light (like the old non-working filtering component) that have necessitated my request for ALL my money back so that I can purchase a whole new,functional,  sqfe, efficient unitfrom  a responsible, professional,  reputable company who knows what they are doing and stands behind their work  Right now I am stuck with a mis-matched,  inefficient, monkey-wrenched,  and re-worked nightmare that keeps revealing new problems.

 

Farnsworth: "[redacted] always backs up their work."

*Really???  What have I missed here?

Farnsworth: "But we do not do energy audits and that is the kind of company [redacted] is.11

* "...that is the kind of company [redacted] is." So????

*I was told there are about 100 companies [redacted] has in its inventory that do the audits. My understanding is that [redacted] is not one of them.

Farnsworth:  "The complaint should be removed from [redacted] due to the evidence of the original invoice and that the unit is correct.II

*"...the evidence of the original invoice..." ???!!!

*...and that the unit is correct." What 'evidence' do they HAVE for that?

Farnsworth: "The work that was done was aftermarket parts that if the customer wanted them done [redacted] could have done them but at the time of the visit the only thing that the customer wanted was the new unit and the air scrubber."

*The work that was done was aftermarket parts that if the customer wanted them done [redacted] could have done them ..." I can only GUESS this refers to the air filter component as addressed above.

* There was NO work DONE on this; maybe why it isn't working?.

* ... at the time of the visit the only thing that the customer wanted was the new unit and the air scrubber." According to this rational, I guess I should be happy I got the condenser without specifically asking for it! And all the dirty fmgerprints all over the walls were 'gifted' too.

Note that [redacted] did not address:

* the short in the electrical wiring, as noted in the [redacted] Audit Inspection Report

* Quoted from the [redacted] Audit Inspection Report FORM:  re System Effective Efficiency

"According to NCI standards, an acceptable working cooling system BTU delivery should meet or exceed 90% of the equipment nominal BTU cooling capacity."

*The Farnsworth-installed unit tested at 75.6%  (and it was a NEW unit!)

*Is the tax amount of $352.80 correct? Someone has circled it.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

If joan feels like she has been cheated then Farnsworth will do another duct clean on her house for free.  Farnsworth always takes care of their customers.

Farnsworth heating cooling and plumbing did an outstanding job. They where fast and very professional and friendly. I would and will always recommend them!

Im currently overseas and with that being said, its usually very difficult getting anyone out to my house to get things fixed, while I'm away. they where very understanding and worked with me and with in a couple hours my wife was calling me very pleased with the technicians and the speed they got it all done. couldn't ask for a better company

thanks, Farnsworth heating cooling and plumbing.

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]On Aug5th I received an email from Rick G[redacted] the Farnsworth sales agent, with details of the Farnsworth proposal. I requested and received a more formal proposal. I gave Rick my credit card info in order to expedite the installation -- I needed the a/c ASAP and Farnsworth could install in one to two days. The installation was completed on Aug 8th. On Aug 8th I signed and returned the proposal document. I added, and initialed "Estimate 9.9% " under the note about financing. The note already said "Approximately $75/mo to finance". I returned the proposal as an attachment to an email. The email included the credit information that Rick had requested. On Aug 13th I sent an email to Rick inquiring about the status of the financing application. Rick responded within minutes that the amount of the financing would be $6450. I accepted the next day. I emailed Rick on Aug 20th that I still hadn't seen anything on the financing. He responded that the office staff had it and he would check on it. The next correspondence was from Tiffani Ordoenz saying she knew nothing about it. Continued inquiries failed to get a response. If, as Farnsworth says, the use of my credit card was in lieu of financing under the original contract (which I do not accept), Rick's subsequent "offer" of financing under the original rate and terms, but for an additional "consideration" and my "acceptance" constitutes a change order. Farnsworth is obligated to provide the financing under this change order.Prior to my choosing Farnsworth Rick verbally stated that the unit as installed by Farnsworth would qualify for the APS rebate. Farnsworth later stated that they were not qualified by APS but would seek qualification. They gave no date for qualifying. The APS rebate was the clincher for my choosing Farnsworth. It was offered after the price had been agreed upon and was not discounted in Farnsworth's price. I will accept a rebate from APS of $245 or a check from Farnsworth for $245.I received a product registration from ICP (International Comfort Products), followed by an email confirming the registration. Nowhere on either document des it state the warranty information. I inquired of ICP what the warranty terms were -- using their email form. The form contained the name and address of the installer. I never received a response from ICP, and assume they referred it to Farnsworth. I never have received any proof that there is a 10 year manufacturers warranty. This matter would easily be taken care of if Farnsworth provides a manufacturers certificate of warranty.I have additional email documentation showing I provided the credit info to Rick on Aug 8th, but couldn't attach it,

Regards,

no where on the contract does it say that we were leaving the units at the customers house.  The owner did not ever tell us to leave the equipment.  Because there is freon in the unit we always take the units away as a courtesy.  In all of my years doing this I have never had this...

problem with a customer.  the day we installed her system we brought it back in the yard and one of the technicians already started to strip down the unit.  I told the owner over that phone that she could come pick them up.  but unfortunately the  unit was already stripped.

I have all of the pieces still in my yard.  the customer is more than welcome to come get them.  like I said it is unfortunate that one of the techs already started to strip down the unit the day that we took it out of the house.  I don't even know the condition of the unit even if I put it back together.  Because it did not say on the contract to leave it and you never told it to any of the techs I don't know how nice they were when they took the unit out of your house.  there could be other damage to the unit besides the coil.  If you would have told us to the leave the unit we would have been more than willing to leave it.  I cannot guarantee that if I put it back together that it will even work properly.  If you really want your unit back I will put it together the best that I can but there is no guarantee that it will work properly.

I have been in a dispute with Farnsworth heating and air since March of 2014 when their technician failed to perform the proper maintenance on my HVAC units.Because of their lack of performance I told [redacted] Farnsworth that I was canceling our maintenance agreement and that they should refund my money.[redacted] Farnsworth emailed me and said that a supervisor would come and take care of my units. Again I told Him that I was canceling our contract because they had not lived up to the agreement and the contract had been breached. Since that time there has been no response from Farnsworth to my phone calls, emails or letters.Their unwillingness to communicate on top of the terrible service reinforces my decision to cancel the contract.They have allowed this to drag on for 10 months and it is time they do the right thing and refund my money.[redacted]

I would recommend this company to anyone. [redacted] was very professional and thorough.The Ladies in the office are very Nice also.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is in response to the Revdex.com letter to me dated Monday, May 5th, 2014 (which Ijust received 5/9114), relaying the first reply I have received from [redacted] since I mailed them my complaint March 6, 2014.  The Revdex.com contacted them on by behalf April S, 2014.

Farnsworth: "We did not show up unannounced to her house. We only show up to appointments only."

*It was my intention to go to Costco for an A/C unit as I have purchased other large items (carpet, etc.) there before, and I didn't know anybody by reputation here in Phoenix, as I had just moved here, after my husband's death in Tucson.  I certainly never heard of any company in Mesa.

*During [redacted]'s visit, I called my son in Colorado to ask if he had any input on this situation. We can obtain that phone record as soon as [redacted] produces any record ofTIIEIR call to ME   or MY call to TIIEM for an appointment.

*When I have called [redacted] Heating & Cooling since the installation, I get [redacted] Real Estate. You can BET I would not have bought an A/C unit from a real estate company!

Farnsworth: "[redacted] does not guarantee any energy savings on new units."

*It was part of Farnsworth's representative [redacted]'s presentation (he had kind of a 'flip' booklet) that told about the savings and the rebates. True, [redacted] did not say,  "[redacted] itself GUARANTEES your savings and rebates. "But then, he did not say,  "[redacted] itself WILL NOT guarantee what I am telling you. "

*Who would buy a new A/C unit if saving money was not a selling point of the company presentation and product?

Farnsworth: "Thermostats cannot exactly be mismatched. We installed a correct thermostat that worked perfectly with the unit That is not a valid point."

*"...cannot exactly be mismatched ..." ??? Haven't a clue how to address this!

*Note: I mentioned the thermostat mismatch, but as you see, I did not ask for any replacement or compensation for it. After all that has gone wrong, Ijust fmd it a bit irritating to be reminded by the "[redacted] Heating & Cooling'' name ON the thermostat that it is not a Trane American  Standard like the unit.

 

Farnsworth: "You do not have to insta/1 a matching filter system. That is an aftermarket part if the customer decides to purchase it. A standard filter base is more than enough to work with this unit.11

* "Standard"?  The Goettl unit I had before this "new" unit had a matching filter system that said "Goettl" on it, not 'standard.'

* This should have said "WE (not YOU) do not ...."to be accurate.

* How can the base, which in UNDER the whole unit, become an "aftermarket purchase"; you would have to REMOVE the WHOLE unit to 'install' it!

*Farnsworth's representative never mentioned this part (filtering component) of the "new unit."

* If this is so standard, why has the filter collected NOT ANYTHING all these many months, through the summer? Or is itjust not hooked up to the unit at all, merely sitting on top of it, like the activTek?

* "...base is more than enough to work with this unit."  Not as it turns out, apparently.

Farnsworth: "The active tech air scrubber is not designed to stop or control any dust. The air scrubber is designed to attach hydrogen peroxide molecules to the air to get rid of germs and smelfs. This was instalfed correctly.11

[redacted] sent for the directions to see the proper installation of the activTek because the blue light it emits was not a solid light, but flickering, which led them to find the short in the electricity which prompted the disconnection of the unit until it was repaired to work safely.

*The unit has an arrow on it showing the proper air flow direction (see photo). Itwas not attached that way.

*Quoting the [redacted] Audit Inspection Report: Found loose electrical at uv lamp which is installed backwards. "

Farnsworth: "The unit was a matching air handler and condenser. It meets the manufacturers specifications. We registered the unit with the manufacturer for a 10 year manufacturer's warranty. I can prove this is the correct matching  system.

* My complaint does not say this system does not match the unit.

* My complaint is that the cap on the hard start unit is cracked.

** I would very much like to have a copy of that 10-year warranty, please.

Farnsworth:  "'absence of sealing  around the entire unit'  the homeowner got exactly what she paid for.  She did not pay for  an entire duct seal.11

*I did not pay for, nor did I expect, an 'ENTIRE DUCT SEAL.'

*The complaint addresses the most BASIC sealing to keep the attic air from being sucked into the house. (see photo sent to Revdex.com)

 

Farnsworth: "'copper tubing directly in front of the unit' most of the tubing for the ac units run along the side of the unit. There was enough room for the access panels to be removed and the unit serviced. I cannot help it if the other company thought there wasn't enough room. My techs had enough room to service it."

*At this point, I have to think whoever WROTE this [redacted] letter of reply has not seen/ nor is familiar with my unit model. My complaint says, "The copper tubing was run directly across the front of the unit preventing any access to the doorway provided for maintenance," not "in front of the unit."  The tubing actually TOUCHED the front (maintenance) door from one side to the other, as if you taped a car door from one side to the other and tried to open it without breaking the tape.

* If" most of the tubing for the ac units run along the side of the unit," why didn't they do mine that way? There is plenty of room on both sides ofthe unit.

*There was NO room to open the maintenance door AT ALL. The door runs most of the way ACROSS the front of the unit.(This person does NOT know this unit model at all, apparently.)

*Their techs never "serviced" this unit after it was installed.

*For their techs to service this unit as installed, they would have to have been molecules.

Farnsworth:  "'wiring was run through a hole in the corner' of the units are designed  to have the wiring go through a hole in the ac unit cabinet."

*I think, by this point, we can question the writer's familiarity with this particular model, so I am not going to belabor this point.

*If this had been the ONLY problem and the unit worked safely and efficiently, I would not have even mentioned it. This just speaks to the lack of professionalism.

Farnsworth: "'damaged screen' we were never aware of this problem and the homeowner never gave us a chance tofix it."'

*If you did not know about the screen, it is only because your workmen did not tell you. They knew when they had to 'wedge' it back into the frame that it was damaged.

*The good news is that you can still replace the screen. (The $26.00 was a quote to replace it.)

Farnsworth: "'higher utility bills' no where on the original invoice does it say, [redacted] does not ever guarantee energy savings, that they would save money'"

* We covered this in the beginning.

Farnsworth: "No where on the paperwork does it say anything about energy rebate."

* True, nowhere on the paperwork does it say anything about energy rebate. So does that mean that [redacted] is not responsible for anything and everything THEIR REPRESENTATIVE SHOWED, not just TOLD, me?

 

*Do you/anybody believe that I was NOT advised of the available rebates being offered at that time as a selling point?

Farnsworth:  ''All of the work that was done by [redacted] was nit picking  the [redacted] install and work that is covered  under an energy audit scope."

*I got the idea for an energy audit from a notice in my electric bill and because my bills were so high with a new unit.  [redacted] was there to do an audit, not to find fault with the unit, neither [redacted] nor I knew what the inspection would reveal.

*What possible reason would [redacted] have to 'nit pick' anybody; they were asked to do an audit­ that's all.

Farnsworth:  "[redacted] did not do an energy audit and the customer got exactly what they paid for."

*I did not ask [redacted] to do an energy audit, and I wish I had been one of the "spot checks" that [redacted] said he did when I talked to him. That would have benefited both the company and me.

Farnsworth: "...and the customer got exactly what they paid for."

*!!!

Farnsworth: "We install a matching unit per the AC unit manufacturer."

*Easy to claim; harder to prove.

Farnsworth: 11/f you look at the original invoice the customer's claims are not supported."

*True, you have to also look at the inspection report, the photographs, and the unit itself to see the support for my claims.

Farnsworth: "'We contacted the customer after we received the Jetter to try to resolve the issue with the customer but her demands were too much."

[redacted] did call me shortly after receiving my letter and my suggested solution to resolving the situation. He offered me 'free inspections' for 10 years, 'done by him personally.'  I said I doubted I'd even BE in this house 10 years and that would not resolve it.

* My "demands" amounted to my out of pocket expenses to repair the install issues, the damaged window screen, rebate, and justified electric costs.  They would have been wise to take responsibility and settle at that point, because since that time other problems/issues have come to light (like the old non-working filtering component) that have necessitated my request for ALL my money back so that I can purchase a whole new,functional,  sqfe, efficient unitfrom  a responsible, professional,  reputable company who knows what they are doing and stands behind their work  Right now I am stuck with a mis-matched,  inefficient, monkey-wrenched,  and re-worked nightmare that keeps revealing new problems.

 

Farnsworth: "[redacted] always backs up their work."

*Really???  What have I missed here?

Farnsworth: "But we do not do energy audits and that is the kind of company [redacted] is.11

* "...that is the kind of company [redacted] is." So????

*I was told there are about 100 companies [redacted] has in its inventory that do the audits. My understanding is that [redacted] is not one of them.

Farnsworth:  "The complaint should be removed from [redacted] due to the evidence of the original invoice and that the unit is correct.II

*"...the evidence of the original invoice..." ???!!!

*...and that the unit is correct." What 'evidence' do they HAVE for that?

Farnsworth: "The work that was done was aftermarket parts that if the customer wanted them done [redacted] could have done them but at the time of the visit the only thing that the customer wanted was the new unit and the air scrubber."

*The work that was done was aftermarket parts that if the customer wanted them done [redacted] could have done them ..." I can only GUESS this refers to the air filter component as addressed above.

* There was NO work DONE on this; maybe why it isn't working?.

* ... at the time of the visit the only thing that the customer wanted was the new unit and the air scrubber." According to this rational, I guess I should be happy I got the condenser without specifically asking for it! And all the dirty fmgerprints all over the walls were 'gifted' too.

Note that [redacted] did not address:

* the short in the electrical wiring, as noted in the [redacted] Audit Inspection Report

* Quoted from the [redacted] Audit Inspection Report FORM:  re System Effective Efficiency

"According to NCI standards, an acceptable working cooling system BTU delivery should meet or exceed 90% of the equipment nominal BTU cooling capacity."

*The Farnsworth-installed unit tested at 75.6%  (and it was a NEW unit!)

*Is the tax amount of $352.80 correct? Someone has circled it.

Regards,