Gilmore Heating & Air

Review: Incorrect Unit Installed. Ongoing defects with Unit. Multiple parts replacements, only to have another part go out.Lennox Air Conditioning Unit 5 ton

Unit installed in 2010 and immediately did not work. We are part time residents and every time we are at the residence for 2 weeks or more the unit stops working. Conden2er, circuit board, misc various other parts and many service calls. They repeatedly promise a Lennox rep will come out, but that has never happened. It is 112 and we have called them twice, no response. A new, rarely used unit, should not go out every time we come home. We want them to replace it. We have requested this many times before. They keep telling us this is the last issue, but it never is. We hsve spoken to other Lennox Dealers who tell us it is usually the Installer. They need to realize by now, this is a defective unit from the start and needs to be replaced. Desired Settlement: We want a working unit we can depend on to be installed by one of their senior techs; This problem is a huge inconvenience and my wife has an autoimmune condition that could end her in the hospital with extreme heat or cold when the unit fails. They repeatedly tell us they have fixed it once and for all. The last time a tech came out here he couldn't figure it out and called Lennox only to find, this unit had defective circuit boards. Had to replace. Well, the circuit board has gone out again and they are not returning calls. It is 112 degrees

Business

Response:

Business' Initial Response

t this time Gilmore has reached an agreement with our client. Our company has ordered a complete replacement system for Mr. & Mrs [redacted]. We have extended the courtesy of "upgrading" the model to address the energy star ratings that was of concern by the client. At this time we are waiting for our client to choose a convenient time for Gilmore to Install the new HVAC system. We are in touch with our clients & greatly anticipate concluding this transaction. Thank you [redacted] Office Manager for Gilmore Heating & Air.

Consumer's Final Response

The Company has agreed to replace the defective Unit with another Unit of our choice They are to be back in touch with us around July 8th for resolution. We will await the outcome.

Review: Gilmore hvac installed this system 4 years ago. it has had problems every year since installed. problems usually at the beginning of winter or summer... Last year they left the people living there without air in the middle of a heat spell for several days while they ordered a part from Stockton via us mail) I paid 12 thousand dollars for this system and expected them to go to Stockton to get the part. this may seem trivial to those reading this but they didn't even tell us what was going on. this has been a pattern is there service calls and business practices. last year the general manager kept telling me he was going to give me something to make up for it...I don't want something...except for this unit to work correctly! when I called this time angry that this problem still exist after explaining the history of this unit I was told what was the problem. hello...its not working again. this could be my problem if only I would sign up for the twice yearly service ($$$$$) believe it or not I worked in the hvac trades for twenty years and even though I am of an advanced age, I know most if not nearly all of these units should have a twenty to twenty five year life span... that is unless this profession has gone to hell in a hand basket. Can you help me help them to see the errors of their ways? if not my only recourse would be to file litigation against the companyDesired Settlement: fix the damn unit once and for all...aqnd don't send away for the parts by mail to say ione, Jackson, sutter creek.

Business

Response:

Good afternoon, In response to Mr. [redacted]’s complaint: Gilmore Installed new heat pump 6/2008. He has had 2 repair calls prior to his recent call, both which were resolved at no charge. As with any mechanical device, there will be failures. We do not manufacture the equipment, but we are always here to service if there is ever an issue. We have always promptly responded to any calls for service. Our last communication with Mr. [redacted], was on July 1, 2014 at about 6:45 PM. Here are the notes from our call center when he called: 07/01/14 [redacted] CALLED BELLIGERENT AND IRATE AND CUSSING SCREAMING DEMEANING WORDS SAYING OUR COMPANY IS [redacted] AND WE NEED TO FIX THE UNIT ASAP BUT I EXPLAINED HE NEEDED TO CALM DOWN AND CB WHEN HE COULD TALK WITHOUT BEING RUDE. He then called back and talked to our unit manager at approximately 6:55pm. He was still belligerent and rude and would not let her get a word in edgewise. Our manager assured him we would have our technician to his rental at 8AM, which we fulfilled. We got the unit running and recommended he get the unit back on the maintenance plan as the manufacture recommends to avoid these nuisance items, which he did. I am surprised to hear he is so angry when we have always, always given him great service and all covered under warranty.We can not guarantee a unit will not break down, but we do guarantee to always be here if it does. We have done absolutely nothing wrong. We have gone over and above for the gentleman even while he verbally abuses all he comes in contact with at our company. I see that you received this response the same night he called in for service. It was a minor repair and all should be good. Please let me know if there is anything else I can do for you. Sincerely, [redacted] ###-###-####

I have been a customer with Gilmore Heating since 2012. Throughout these years I have had a very good relationship with Gilmore Heating. Recently, I interacted with [redacted] who came out to diagnosis my air-conditioning problem. [redacted] introduced himself upon arrival and explained his understanding of the problem. He was professional and dealt with the exact problem. Informing me what he was going to inspect and then followed up with me on his discovery, and what he did to take care of the problem. He emailed me a statement describing the issue and his resolution. I am very pleased with the work he performed on my air-conditioning unit. I would definitely recommend Gilmore to family and friends. Thank you, [redacted] for solving my problem.

Fast, efficient, clean, polite and skillful. they did a great job.

Jeff D[redacted] completed all maintenance in a timely manner. He sat down with us to explain the Maintenance Contract options and was very helpful. I have nothing but high praise for Mr. D[redacted] as to his professionalism and knowledge of the equipment he was servicing.

A+ from sales, installation and Derek C's visit today. All of the employees from this company have been customer service oriented from my first contact with them. Today Derek C. came for my 6 mos service call and he explained everything and answered all my questions. I couldn't have asked for a better technician.

Thanks, Derek C. and Gilmore......keep up the great work and customer service

The Service Pro, Ryan N[redacted] was knowledgeable, thorough, and very good at explaining things. The care he took with checking and cleaning our furnace and air conditioner was exceptional. He is the best technician we've ever had.

they are very friendly and clean safe and fast service I love them thank you for a awesome job they did on my air condition unit and duc work very professional, I would recommend to anyone give them a call..

Had new furnace and air-conditioning units installed December 2014. We signed up for Gilmore's Club Membership which includes a yearly inspection of the furnace and air conditioner.
Gilmore contacted me January 2014 and scheduled an appointment for a technician to come out and inspect the furnace.
Honestly, I wasn't expecting more than a 15 minute visit, but [redacted]. the Gilmore technician spent over an hour thoroughly checking the unit and making a needed adjustment to the propane pressure. In addition, he patiently answered my questions regarding the furnace and maintenance of the unit. Polite and professional. Very pleased with the service!

Review: I had Gilmore diagnose my ac problem. R22 coolant was low so the tech assumed there was a leak (most likely correct). Tech proceeded to tell me that the cost of r22 was biggest cost of repair. 2.5 lbs of r22 cost me about $300 (I found r22 online for $30 a pound so I got seriously hosed). Diagnosis cost me $78. UV dye cost me about $150. Leak detection will cost me $299. Based on comment that r22 will be largest expense I assumed maximum out the door cost to fix my ac would be at most $1127 assuming leak repair would be at most $299 since $300 cost for r22 was my biggest expense. After I paid for diagnosis, r22 and UV dye the tech told me the repair will cost me $2300 to $2800 on top of what I just paid. $3128-3628!!!!! What just happened?!! I was bait and switched!! I filed a complaint and asked for a refund for av dye and a 1 year service agreement the tech sold me before I realized the true cost of repair ($199 per year not factored into my calculations). In my opinion I should only pay for the $78 diagnosis. Everything else was agreed upon under false pretenses. I will update this post with Gilmore's response to this issue.Desired Settlement: Refund for all charges executed under false pretenses. Total charge should be $78.

Consumer

Response:

My complaint had been resolved, but I couldn't figure out how to resolve it using the website.

Tim was very professional, friendly, informative and hard working.

When work was done, they cleaned up the area and left it as they had not been there.

Replaced:

outside Air conditioning compressor unit and inside heating and distribution system.

Very satisfied.

I have been a customer of Gilmore since 1990 and would not consider any other repair/maintenance service. Gilmore is simply excellent in all they do. Their employees are well trained, polite and efficient.

Allen S[redacted] of Gilmore Heating and Air provided the best service on my HVAC system of any technician I've ever interacted with, and I would recommend him to anyone with a diagnostic problem. He explained what he was checking, why and what needed to be done to correct problems and prevent future problems. Allen was courteous and left the area neat and clean.

Technician gave great service and lots of useful information.

[redacted]. inspected and serviced our unit today. He was very personable and did the work fast and efficiently. We appreciated the service very much.

The Gilmore staff has always been knowledgable and courteous and provided very good service.

Technition was very courtious and knowledgeable. made the nessessary repairs quickly and thoroughly. I am very satisfied with the work completed.

Today Allen S[redacted] from Gilmore heating and Air came to service our furnace. He was on time and was professional. I would be happy if he came again.

Derek C showed up within the time frame given. Very professional, very sharp.

Explained what was going to happen, got the job done, explained what he did.

All in all, a very good experience.

Jerry R.

Ryan N[redacted] completed the summer evaluation of my air conditioning unit on 6/25/2015. Ryan was professional in dress, manner and completion of the evaluation. He answered any questions I had and processed a high level of knowledge.