Glenn's Heating & A/C

Re: Complaint [redacted] To whom it may concern, This is a response to Ms [redacted] complaint regarding theHVAC equipment that was installed in her homeMs [redacted] originally contacted me on November 10, about installinga heat pump in her home at [redacted] At that time Ms [redacted] informed me that, in addition to installing the heat pump, she would bereplacing the old, single pane windows and that she would also be insulatingthe attic and underside of home Thehome has no insulation in the side wallsThis is an older home and was notoriginally designed for a heat pumpThe following is a summary of the timeline of eventssurrounding this issue On November 12,2014, Ms [redacted] signed a contract to install a ton [redacted] package heat pump,and the equipment was subsequently installed on November 14th The electrician hooked up the electricalconnections on November 18, Atthat time the unit was working properlyMs [redacted] contacted me on December 22, and said that the unit was notheating properly On the same date, Ipersonally inspected the unit and found that it was low on refrigerant At this point, I recharged the unit and whenI left that day the unit was heating properly according to both Ms [redacted] andher fiancé (indoor temperature of home was at thermostat) On December 24, Ms [redacted] called and said theunit was blowing cold air and requested that I come to the home on December 26to look at the unit Upon my arrival Ifound that the evaporator coil was leaking (Friday afternoon @ 4:pm), andneeded replacement Ms [redacted] unclewas present when the leak was found Hewas told that it normally takes – business days to get the part and thatthe New Year’s Day holiday may further extend the time of shipment and/orarrival It should be noted that theproblem with the unit was the result of a factory defect and not a problemrelated to the installation of the equipment The coil was ordered on December 29, (Monday morning), atapproximately a.mfrom [redacted] (***) [redacted] had already closed for the day on Fridaywhen I found the problem and this was the reason for waiting until Mondaymorning to order the coilI called [redacted] on January 2, 2015, to inquire aboutthe status of the order and was told that it was being shipped [redacted] that sameday and scheduled to arrive on Monday or Tuesday, January 5th or 6th When I checked the status on January 5th,I was told by [redacted] that [redacted] could not ship by [redacted] and had to instead shipthe part by truck (common carrier) and that it should arrive in [redacted] onJanuary 9th The coil arrivedin [redacted] at 3:p.mon January 9th and I could not make it to [redacted] by 4:p.mto pick it up ( [redacted] closed on Saturdays) I told Ms [redacted] fiancé on January 9ththat the coil arrived in [redacted] at the above stated time and that I would beout on Monday, January 12th to repair the unit, weather permitting(damage to the unit or injury to the technician could result if the repair wasmade in the rain) The coil was pickedup from [redacted] on Monday morning, January 12th, however installationcould not take place due to the rainThe coil was installed on Tuesday, January 13th At the time of installation there was no oneat the home and I was unable to get into the house to ensure that the unit wasworking properlyI was able to start the unit from outside and checkedrefrigerant chargeMs [redacted] fiancé called on January 16th toreport that the unit was not working Iwent to the home the same day and upon my arrival found that the unit had beenturned off at the thermostat I had beentold that the uncle would be there to let me in the house however, no one wasat the home to let me in and work on the unitI was able to start the unit from outside and checked temperaturedifferential at the unit, return air temperature was degrees, and the supplyair temperature was degrees Thisindicated to me that the unit was working properly Please note at this time we found foundationvent under bedroom open, cable T.Vwire run through the bedroom window whichleft a ½ inch opening and storm windows open on home I told Ms [redacted] ’ finance what we had foundat this time On January 20th,Mr [redacted] ’ fiancé said that the unit was not working and that he would be homeon Friday, January 23rd Iarrived at the home on January 23rd and no one was at home Ms [redacted] ’ fiancé called back on Saturday,January 24th and said the unit was still blowing cold air in thebedroom Upon arriving on this date,went in home and found the thermostat turned off I turned the unit on and checked temperaturesat the return and supply vent The returntemperature was degrees and the supply air temperature was degrees,indicating that the unit was working properly at this time The bedroom window, storm windows, and ventwere still open on this date and told the fiancé again that these issues neededto be addressedAlso found doors closed between roomsI told Ms [redacted] ’fiancé to leave the unit on and open all doorsOn January 27th, I met with [redacted] , the [redacted] servicetechnician and representative of [redacted] , at the home to try and resolve thecontinuing problems reported by the customer [redacted] At this time,the home temperature was degrees and the thermostat was set on degreesand cycling properly, outdoor temperature was degreesWe found that theunit was working properly and also found that the return had big air gaps underthe home, allowing cold air to enter the system It should be noted that the initial contractwith Ms [redacted] was for a replacement of equipment only and hooking the newunit up to the existing duct system Itold Ms [redacted] and her fiancé what we had found with the return, also toldthem again to close storm windows, and to remove wire from the open window inthe bedroom and close it It wasexplained that the unit would run a lot due to the lack of adequate insulationand air gaps in the home I returned onJanuary 28th and sealed air gaps in return and replaced return flexto the unit at no charge to the customer even though this was clearly notwithin the scope of work that had been quoted in the contract After this repair, I rechecked the unit andfound zero duct loss in the return meaning that the air leaks had been sealedall the way to the unit On January 31st the home wasmaintaining degrees with the outside temperature of degrees This is above State required loadcalculations for the area and indicates that the unit itself is doing the jobit is intended to do Ms [redacted] didreport that the unit would not turn off which, as I explained to her, is causedby the lack of insulation in the home and the open storm windows and gap in thewindow in the bedroomI have made every effort possible to satisfy Ms [redacted] and believe that I have been responsive to her requests in a timelymanner Please note that I will be morethan happy to meet with any representative of the Revdex.com and/orlocal representative of [redacted] at this home if desired if furtherinvestigation is needed The factorydefects with the unit have been corrected and I have been in continuingcommunication with customer to try and resolve any further issues that may berelated to the installation and proper functioning of the equipment Therepairs to the duct work, that I made at no charge to the customer, shouldindicate the desire and willingness on my part to do all that I can to workwith and satisfy the customer It hasalways been my goal to make sure that my customers are satisfied and happy Respectfully submitted, [redacted] ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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.]
Regards,
*** ***
Dear Ms***: February 28, I am requesting that the
complaint against Glenn's Heating and Air Conditioning be reopenedI had to
gather supporting documents causing a delay in my responseI have received and
reviewed the responses form Glenn's Heating and A/C (GHAC) and East Coast
Metal(ECM), regional manager, *** ***The responses from both parties
are filled with many fallacies and misinformationPlease review the following
response which is supported by documentation that will confirm that the
information provided by both Mr*** and Mr*** is untrue and
erroneousIn addition, contrary to Mr***'s statement that I,"
will still be complaining." it will be made clear that I made a total of
complaints in which case a problem was found for each complaintMr***
states that, " this is an older home and was not originally designed
for a heat pump." Mr*** was informed upon our first meeting that
this home was built in and given a detailed history of the homeHe never
mentioned that the age of the home would have an impact on weather or not a
heat pump was suitableActually, he kept emphasizing how he would have the
home warm and that I would be "nice and warm" this winterIn
addition, why would he install a unit if he thought the home was not
"suited" for one? Mr*** is correct in stating that the unit
was working properly when initially installed on November 18, (A date
contradicted by Mr***, as he claims to that the unit was installed on
November 20, 2014.) I was satisfied with the unit and never complained about
the unit not heating the home during any time that it workedThe home was
heated and maintained its warmth until around December 6, I immediately
called Mr*** on the 6th to inform him that the unit was blowing out
cold air, running non-stop, and that he had not yet covered the exposed parts
of the unit as promisedMr*** claims that I did not call him until
December 22, Please see Verizon Phone log (attachment 1) indicating that
calls were made to Mr***: 804-966-or 757-876-on December 6,
18, 20, and 22, Phone records also indicate that Mr*** was
contacted after his assumed December 13th visitMy initial statement indicates
that I did not know the exact date of GHAC coming to the home after I made the
call on December 6th as Mr*** did not call to inform me that he would
be coming, or that he had been to the homeHowever, on January 27, Mr
*** intentionally indicated numerous times to Mr*** and me that Mr
*** had been to the home on December 13, As previously stated, I
was only made aware of the visit when I noticed that a rain guard had finally
been placedCalls were made by Mr*** and me after the installation of
the rain guard informing Mr*** that the unit was still having the same
problems that he was informed of on December 6, Apparently, Mr***
was unable to identify the faulty coil leaking Freon on the day he installed
the rain guard, or he simply did not checkIt will be noted, that GHAC has
been incompetent and unable to identify or inform of problems regarding the
HVAC systemEach time he was contacted, I reminded him that it was the winter
season and that I should not be in a cold home or having to heat my home with
sources other than the recently purchased HVAC systemMr*** finally
arrived on December or 23rd and said that the unit was low on FreonHe
added more Freon and told Mr*** and me that if this did not fix the
problem he would just exchange the unitHe was contacted again on the 23rd and
the 24th to let him know that the unit was blowing out could air again(see
attachment 2) I never requested that he come to repair the problem on the 26th
as he claims in his statementMy request was that he come immediately as I was
tired of heating the home with my oven and electric portable heaters and that
it's been almost weeks of having problemsHe said that he would try to come
that day, but of course he did notHe did arrive in the afternoon of December
26, He did not inform anyone that he would be comingMy uncle noticed
his truck in my yard and walked over to see if he needed anything including
access to the homeMr*** told my uncle he could control the unit from
outside and didn't need to go insideHe found the leak in the coil and showed
my uncle the leaking areaHe did not, however, tell my uncle thatthe part
would take 7-daysIf that were the case, why would he inform Mr*** on
January 2, that the part would arrive that day or Monday, January 5,
(see attachment 3) In addition, why would he state in a text message sent
January 5, 2015, that he has "no control when *** ships parts."
Then instructed me to call the company myself(see attachment 4) This text was
sent about an hour after he became irate on the phone, yelled, then hung up on
meAgain, his statements contradict his actionsFinally, why would he claim
to call ECM on January 2, 2015, days after he claimed to order the part, to
inquire aboutthe delivery status if he said it would take 7-days? Again, he
is simply lyingMr*** also states that he arrived to the home on an
occasion and found that the unit had been turned offOf course it was turned
offIt was blowing out could air, causing the temperature in the home to decrease
and he would not come to provide service during those cold daysMr***
never told me that I could pay for the part to be delivered as an express
serviceIn fact, he assured Mr*** and me that he would order the part
first thing Monday morning and as previously noted, that he would have the unit
fixed by Friday, January 2nd I no later than Monday, January 5, In
addition, Mr*** states in his response that ECM informed him that,
"*** could not ship Fed Ex and had to instead ship the part by truck
" The representative *** from *** gave me the same
informationThe question here becomes: Why would Mr*** offer express
delivery when according to his own statement, he inquired about the FED Ex
shipping after he made the alleged offer? The answer: He did not make the
offerHe told us it would be in on January 2nd or 5th the latest because
according to Mr***, "the company is quick with shipping
parts." Secondly, if he told my uncle that the piece would arrive in 7-
days, why would he call to inquire about the delivery on January 2nd only four
days after he claims that he placed the orderAnswer- He never told my uncle
to expect a wait time of 7-daysPlease note that this is my first complaint
regarding the unit and a problem was foundMr*** also claims that he
has made arrangements to go to my home and no one would be home to allow him
insideAgain, this is an outright lieOn initial contact with Mr***,
I informed him that my uncle, who lives next door, would be available to give
him access to the homeOn more than one occasion, Mr***'s associate,
David, has gone to my uncle's home to let him know they needed to enter the
home and was given access upon each requestIn addition, on January 9, 2015,
Mr*** was informed by Mr*** that no one would be available to
give him access to the home until later that afternoonMr*** indicated
to Mr***, as he did to my uncle on December 26,2014, that access was not
necessary as he could control the unit from outside with his equipment (see
attachment 5) Now, once the coil was repaired on January 13, (more than
weeks after my initial call and more than weeks after the first failed
attempt to correct problem) the unit did work and the home was warm, but only
for a short time(Again, I never complained about not warming home when
working so all of these claims about open windows and closed doors are simply
fabricated and absurd) Mr*** was contacted again on January 16,
about cold air coming out of the vents and the auxiliary heat randomly coming
on although the home temperature exceeded the temperature setting(see
attachment 6) Mr*** informed me that Mr*** requested to enter the
homeI informed Mr*** that no one would be available until later that
afternoonMr*** told Mr*** that entering the home was not
necessary as he was going to check ducts under house(see attachment 7) Mr
*** has once again proven himself dishonestPrior to selecting GHAC I
was told by Mr*** that all ducts under home were checked and ductwork
was "great" Mr*** later admitted, after I questioned him
about the tattered ducts under the porch and the gap found by Mr***, that
he did not go under the house as it is difficult for him due to his size and
health that he must get someone to go under for him and that he nor his random
time assistant had ever gone under the porchOnce again ,he promised to come
back and check the porch (a request I also made on December 6, 2014)As of
this date, the porch ductwork has never been seen by Mr*** or any of
his associatesMr*** came to the home on January 27, with Mr
*** from ECMThe problem found by Mr*** was one consistent with my
complaintMr*** checked the unit and found that all was fine including
the repaired coilHe was given permission to check the inside of the home
after explaining to Mr*** and me that he usually does not do this, but he
would because he knew Mr*** and worked with him for many years(Please
note that it was very transparent and obvious to Mr*** and me that the
men were quite familiar with each other, had discussed the situation prior to
arriving to my home, and had determined that they would passively respond to my
claims made in the initial Revdex.com complaint) Mr*** claims that some storm
windows were missingNot trueHe also claims that a window was open
inchesThat's just insaneI don't know of anyone who would leave a window
open during the winter season while having a heat source on allowing heat to
escapeMr*** claims that he informed Mr*** and I to close
windows and remove a cable wireUntrueHe never mentioned an open window
because there has never been an open window and the cable wire has always been
securely sealed not allowing air to enter or heat to escape the homeWhen Mr
*** installed the unit, his associate, David, suggested that I buy
plastic from Lowe's to cover the windows until I get the home fully insulated
This was done immediately after the unit was installedAgain, there were never
any open windows or closed doors, and when the unit is working properly, the
home does get warmMr*** is correct in stating that the contract
called for hook up to existing ductworkOf course this was the case as he said
the ductwork was "great" and did not need to be replacedI even
asked him about the trunk and feeder lines, all to which he said, "Whoever
did this ductwork did a great job!" Mr*** claims that the problem
could have been found if Mr*** had access to the homeAs noted, Mr
*** was in the home numerous times, was never denied access into the
home, and arrangements were always made to grant him access and free range
insideAgain, he did not check the ductwork like he said he did and it took a
2nd party to correct his errorPlease note that this is my second complaint
and a problem was found stemming from Mr*** not being thorough and
incompetentThis problem, although I was in the home for more than a month
without heat had been corrected, yet lead to another needed repairOn January
31, 2015, I contacted Mr*** again to inform him of yet another problem
The unit was set at degrees and the temperature in the home was degrees,
yet the auxiliary heat stayed on and the system would exceed the set
temperatureThis was a problem I mentioned earlier, and Mr*** claimed
it was a fault with the thermostatHe replaced the thermostatYet, that seems
to not have been the problemMr*** came to the house, checked the unit
and said that the problem was due to wires touching each other and that it may
have happened when he put the cover back on the unitHe made the repair
Again, another valid complaintFinally, I sent Mr*** a text message
with an attached photoPlease notice that I have to chase Mr*** to get
responsesHe said he would call me back on Monday, February 16, 2015- he did
notI contacted him on the 18th in which case he called back and left a
message on my voicemail stating that he would fix the problemHis excuse this
time, without checking the unit, is cold air getting to thermostatIt is February
28, and I have not seen nor heard from Mr***In reviewing the
phone logs, text messages, and voice messages, it is obvious that GHAC has been
dishonest, incapable, and misleadingI am requesting that I be returned the
full sum of 4,in order that I be able to have a unit installed by a
professional that is competent, capable in diagnosing and making repairs, and
able to honor their contractYours truly, *** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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.]
Regards,
Dear Ms***,I am requesting that the case regarding complaint # ***
be reopenedIt is unfortunate that I must once again respond to Mr
*** misrepresentation regarding this matter. This matter has become so stressful that simply walking past the thermostat or receiving
messages from Revdex.com causes me to become illI do not know how much GHAC has
spent to repair the ill installed unit, however, had Mr*** initially done
what he claimed to have done- check the existing system including all duct work
under the home, this could have been avoided.
He simply wanted collect money for installing a unit-properly or not.I will say that in hindsight, I
should have realized that Mr*** would be incapable of carrying out his
responsibility on the day that he lifted his shirt exposing his bare chest to
show me his scar from having bypass surgery.
At that time I asked him what would happen to my warranty should
something happen to him. He responded
that he has guys working for him that would take care of anything I’ d need and
that I shouldn’t worryI didn’t. I had
no idea that I would be taken advantage of.
I don’t know if my being a single woman living in this home has lead Mr
*** to believe that he could simply take advantage of the situation and
not do the job he claimed to doFinally, he has not stood by his one-year
warrantyI contacted him, and sent pictures of the thermostat, in February
about yet another problem with the thermostat showing a temperature that
exceeds the temperature set and going into auxiliary mode even though it has
reached the programmed temperature. He
has not returned my callsI am forced to constantly monitor a thermostat that seems
to not be able to go above degrees without going into auxiliary heat or exceeding
the set temperature. I cannot, at this
time, afford to have a repairperson come and fix his mistakes and should not
have to since I am still under his warranty.
Again, this is the same problem faced by New Generation church in a
neighboring county. They were forced to
hire a repairman to fix his mistakes because he would not respond to their
calls as wellHopefully, no one else will have to
go through what I have experienced with GHAC.
The ordeal has been daunting, stressful, and actually make me emotionally
and physically sick.Respectfully yours,*** ***
*** ***

The business reached out to Revdex.com to state this unit is working correctly at this timeThe issues with the leaking returns pulling cold air from under the home was something caused by the original installation of the duck workHe did however repair the leaking returns at no cost to the customer, costing his business around $1,the home is heating properly at this time