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 home. Ms. [redacted] originally contacted me on November 10, 2014 about...

installinga heat pump in her home at 10101 [redacted]
[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 walls. This is an older home and was notoriginally designed for a heat pump. The following is a summary of the timeline of eventssurrounding this issue.  On November 12,2014, Ms. [redacted] signed a contract to install a 2 ton [redacted] package heat pump,and the equipment was subsequently installed on November 14th.  The electrician hooked up the electricalconnections on November 18, 2014.  Atthat time the unit was working properly. Ms. [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 73 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 @ 4:30 pm), andneeded replacement.   Ms. [redacted] unclewas present when the leak was found.  Hewas told that it normally takes 7 – 10 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, 2014 (Monday morning), atapproximately 9 a.m. from [redacted] ([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 coil. I 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 3:40 p.m. on January 9th and I could not make it to[redacted] by 4:30 p.m. to 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 rain. The 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 properly. I was able to start the unit from outside and checkedrefrigerant charge. Ms. [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 unit. I was able to start the unit from outside and checked temperaturedifferential at the unit, return air temperature was 53 degrees, and the supplyair temperature was 110 degrees.  Thisindicated to me that the unit was working properly.  Please note at this time we found foundationvent under bedroom open, cable T.V. wire run through the bedroom window whichleft a 1 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 54.5 degrees and the supply air temperature was 105.3 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 addressed. Also found doors closed between rooms. I told Ms. [redacted]’fiancé to leave the unit on and open all doors. On 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]
[redacted]  At this time,the home temperature was 72 degrees and the thermostat was set on 72 degreesand cycling properly, outdoor temperature was 41 degrees. We 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 72 degrees with the outside temperature of 17 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 bedroom. I 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]

The business reached out to Revdex.com to state this unit is working correctly at this time. The issues with the leaking returns pulling cold air from under the home was something caused by the original installation of the duck work. He did however repair the leaking returns at no cost to the customer, costing his business around $1,000. the home is heating properly at this time.

Review: On November 18, 2014, [redacted] and [redacted]) completed the installation of a 2 ton 13 seer [redacted] HVAC system at a cost of 4,475.00. An additional 300.00 was spent for an electrical connection performed by an electrician recommended by Mr. [redacted].

On December 6, 2014, I called to inform Mr. [redacted] that the system was blowing out cold air and running nonstop. Due to my exhausting experiences with Mr. [redacted] and his being unreliable, undependable, and full of excuses, I informed him that my fiancé would be involved in handling further matters.

A few days later, Mr. [redacted] or an associate, came to my house to, I assume, repair the unit. (Exact date unknown as I was not contacted regarding the visit. I only became aware of a visit when I noticed the installation of a rain guard that he promised to install upon completion of unit installation.)

Mr. [redacted] was contacted again on December 18, 20, and 22nd to inform him that the unit was still blowing out cold air and not heating the house. He finally arrived to my home to check the unit on December 23, 2015. He informed my fiancé and me that he had to install anti-freeze, as the unit was low. I asked him how a brand new unit could be low on anti-freeze and he said there could possibly be a leak, that I should call him if the unit should give me any more problems, and that he would replace the unit should I have further problems. I informed him at that time that I was concerned about his service as it took quite a while for him to respond to my not having heat during these very cold winter days. On December 24, 2014, I called Mr. [redacted] to again inform him that the unit started blowing out could air again and constantly running. He said that he would come out Friday the 26th unless it were raining. He arrived to my house in the afternoon of December 26, 2014, checked the unit again and informed my uncle that there was a leak and that he would immediately order the part necessary to have the unit repaired.

Mr. [redacted] later informed my fiancé that he ordered the part on Monday, December 29, 2014 and that he would have the unit fixed by Friday, January 2nd or Monday, January 5, 2015.

On January 5, 2015. I called Mr. [redacted] to request that he remove the unit as not having a working unit was…. Before I could continue, Mr. [redacted] became irate and began yelling then hung up the phone. Due to his unprofessional and intimidating manner, I had to ask my uncle and fiancé to accompany me in my home should Mr. [redacted] come to repair the unit as his response was rather intimidating and aggressive. In addition, I’ve requested that my fiancé, Bruce [redacted], handle further communication with Mr. [redacted] and any of his affiliates.

Later that evening of January 5, 2015, Mr. [redacted] sent me a text to inform me that it’s not his fault that the part was not delivered, that he ordered it on December 29, and that I should call [redacted] customer service. Prior to selecting GHAC, I was assured that GHAC would handle all repairs including dealing with [redacted] and that I would not have to handle any repair problems should any arise. Furthermore, Mr. [redacted] assured my fiancé and me, that he would have the part and repair the unit by January 2nd or 5th 2015.

[redacted] from [redacted]’s consumer affairs department called me on January 6, 2015, at Mr. [redacted]’s request, to inform me that Mr. [redacted] did indeed order the part, however, the order was received on Tuesday, December 30th, not on the 29th as Mr. [redacted] had indicated.

On January 2, 2015, Mr. [redacted] informed my fiancé that the part would arrive that day or Monday, January 5, 2015. According the representative from Consumer Affairs, the part had not been shipped until January 5th and was not scheduled to be delivered until Friday, January 9, 2015. My fiancé called Mr. [redacted] on January 9, 2015 to inquire about the delivery of the ordered part. Mr. [redacted] said if it should arrive that day he would install that day or Monday. My fiancé called again on Saturday, January 10, 2015 to again inquire about the replacement of the faulty part. Mr. [redacted] indicated that the part had arrived on the 9th, and that he would repair it on Monday unless it were raining. I was unsure as to why he could not repair the unit immediately as he was informed about this problem on December 6, 2014. Mr. [redacted] finally arrived on Tuesday, January 13, to attempt the fix the unit. As of today, January 20, 2015 the unit still blows out cold air after being on for a very short period of time.

On January 18, 2015, the outside temperature reached 52 degrees and the unit switched itself to auxiliary heat as it blew out cold air causing the temperature inside my home to decrease. The unit was set at 72 degrees. At 10:00 am the temperature read 70 degrees. At 1 pm the temperature read 68 degrees. I simply keep the unit turned off while making random optimistic checks with the hopes that the unit may blow out warm air. As of January 18, 2015, the unit stays off as it simply does not work and Mr. [redacted] has been unable or unwilling to repair the unit.

My initial contact with Mr. [redacted] regarding the unit was placed on December 6, 2105. It has been almost two months and I am still without a properly working HVAC unit. I am currently using my electric oven and heaters to warm my home. It has also been brought to my attention that the same problems occurred with a church, New Generation, from a neighboring county. According to church leaders, Mr. [redacted] continued to delay repairing the unit he installed until he was finally asked to not return as they hired someone else to correct his mistakes. I have lost 100% faith in the competency and reliability of [redacted]’s Heating and Air Conditioning and simply want to be refunded in order to no longer have to further have this stressful situation reoccur should the unit have additional problems while under his one year labor warranty, especially since he has been unable to correct this one.Desired Settlement: Due to this business being unable or unwilling to repair the product, I am requesting a full refund and the removal of the unit from my property.

Business

Response:

Re: Complaint[redacted]To whom it may concern, This is a response to Ms. [redacted] complaint regarding theHVAC equipment that was installed in her home. Ms. [redacted] originally contacted me on November 10, 2014 about installinga heat pump in her home at 10101 [redacted]

[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 walls. This is an older home and was notoriginally designed for a heat pump. The following is a summary of the timeline of eventssurrounding this issue. On November 12,2014, Ms. [redacted] signed a contract to install a 2 ton [redacted] package heat pump,and the equipment was subsequently installed on November 14th. The electrician hooked up the electricalconnections on November 18, 2014. Atthat time the unit was working properly. Ms. [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 73 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 @ 4:30 pm), andneeded replacement. Ms. [redacted] unclewas present when the leak was found. Hewas told that it normally takes 7 – 10 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, 2014 (Monday morning), atapproximately 9 a.m. from [redacted] ([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 coil. I 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 3:40 p.m. on January 9th and I could not make it to[redacted] by 4:30 p.m. to 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 rain. The 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 properly. I was able to start the unit from outside and checkedrefrigerant charge. Ms. [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 unit. I was able to start the unit from outside and checked temperaturedifferential at the unit, return air temperature was 53 degrees, and the supplyair temperature was 110 degrees. Thisindicated to me that the unit was working properly. Please note at this time we found foundationvent under bedroom open, cable T.V. wire run through the bedroom window whichleft a 1 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 54.5 degrees and the supply air temperature was 105.3 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 addressed. Also found doors closed between rooms. I told Ms. [redacted]’fiancé to leave the unit on and open all doors. On 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]

[redacted] At this time,the home temperature was 72 degrees and the thermostat was set on 72 degreesand cycling properly, outdoor temperature was 41 degrees. We 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 72 degrees with the outside temperature of 17 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 bedroom. I 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,

Consumer

Response:

I have reviewed the offer 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.]

Regards,

Dear Ms. [redacted]: February 28, 2015 I am requesting that the

complaint against Glenn's Heating and Air Conditioning be reopened. I had to

gather supporting documents causing a delay in my response. I have received and

reviewed the responses form Glenn's Heating and A/C (GHAC) and East Coast

Metal(ECM), regional manager, [redacted]. The responses from both parties

are filled with many fallacies and misinformation. Please review the following

response which is supported by documentation that will confirm that the

information provided by both Mr. [redacted] and Mr. [redacted] is untrue and

erroneous. In addition, contrary to Mr. [redacted]'s statement that I," ...

will still be complaining." it will be made clear that I made a total of 3

complaints in which case a problem was found for each complaint. Mr. [redacted]

states that, " ... this is an older home and was not originally designed

for a heat pump." Mr. [redacted] was informed upon our first meeting that

this home was built in 1943 and given a detailed history of the home. He never

mentioned that the age of the home would have an impact on weather or not a

heat pump was suitable. Actually, he kept emphasizing how he would have the

home warm and that I would be "nice and warm" this winter. In

addition, why would he install a unit if he thought the home was not

"suited" for one? Mr. [redacted] is correct in stating that the unit

was working properly when initially installed on November 18, 2014. (A date

contradicted by Mr. [redacted], 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 worked. The home was

heated and maintained its warmth until around December 6, 2014. I immediately

called Mr. [redacted] 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 promised. Mr. [redacted] claims that I did not call him until

December 22, 2014. Please see Verizon Phone log (attachment 1) indicating that

calls were made to Mr. [redacted]: 804-966-7255 or 757-876-0127 on December 6,

18, 20, and 22, 2014. Phone records also indicate that Mr. [redacted] was

contacted after his assumed December 13th visit. My 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. [redacted] did not call to inform me that he would

be coming, or that he had been to the home. However, on January 27, 2015 Mr.

[redacted] intentionally indicated numerous times to Mr. [redacted] and me that Mr.

[redacted] had been to the home on December 13, 2014. As previously stated, I

was only made aware of the visit when I noticed that a rain guard had finally

been placed. Calls were made by Mr. [redacted] and me after the installation of

the rain guard informing Mr. [redacted] that the unit was still having the same

problems that he was informed of on December 6, 2014. Apparently, Mr. [redacted]

was unable to identify the faulty coil leaking Freon on the day he installed

the rain guard, or he simply did not check. It will be noted, that GHAC has

been incompetent and unable to identify or inform of problems regarding the

HVAC system. Each 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 system. Mr. [redacted] finally

arrived on December 22 or 23rd 2014 and said that the unit was low on Freon. He

added more Freon and told Mr. [redacted] and me that if this did not fix the

problem he would just exchange the unit. He 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 statement. My 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 3 weeks of having problems. He said that he would try to come

that day, but of course he did not. He did arrive in the afternoon of December

26, 2014. He did not inform anyone that he would be coming. My uncle noticed

his truck in my yard and walked over to see if he needed anything including

access to the home. Mr. [redacted] told my uncle he could control the unit from

outside and didn't need to go inside. He found the leak in the coil and showed

my uncle the leaking area. He did not, however, tell my uncle thatthe part

would take 7-10 days. If that were the case, why would he inform Mr. [redacted] on

January 2, 2015 that the part would arrive that day or Monday, January 5, 2015.

(see attachment 3) In addition, why would he state in a text message sent

January 5, 2015, that he has "no control when [redacted] 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

me. Again, his statements contradict his actions. Finally, why would he claim

to call ECM on January 2, 2015, 4 days after he claimed to order the part, to

inquire aboutthe delivery status if he said it would take 7-10 days? Again, he

is simply lying. Mr. [redacted] also states that he arrived to the home on an

occasion and found that the unit had been turned off. Of course it was turned

off. It was blowing out could air, causing the temperature in the home to decrease

and he would not come to provide service during those cold days. Mr. [redacted]

never told me that I could pay for the part to be delivered as an express

service. In fact, he assured Mr. [redacted] 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, 2015. In

addition, Mr. [redacted] states in his response that ECM informed him that,

"[redacted] could not ship Fed Ex and had to instead ship the part by truck

... " The representative [redacted] from [redacted] gave me the same

information. The question here becomes: Why would Mr. [redacted] 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

offer. He told us it would be in on January 2nd or 5th the latest because

according to Mr. [redacted], "the company is quick with shipping

parts." Secondly, if he told my uncle that the piece would arrive in 7-10

days, why would he call to inquire about the delivery on January 2nd only four

days after he claims that he placed the order. Answer- He never told my uncle

to expect a wait time of 7-10 days. Please note that this is my first complaint

regarding the unit and a problem was found. Mr. [redacted] also claims that he

has made arrangements to go to my home and no one would be home to allow him

inside. Again, this is an outright lie. On initial contact with Mr. [redacted],

I informed him that my uncle, who lives next door, would be available to give

him access to the home. On more than one occasion, Mr. [redacted]'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 request. In addition, on January 9, 2015,

Mr. [redacted] was informed by Mr. [redacted] that no one would be available to

give him access to the home until later that afternoon. Mr. [redacted] indicated

to Mr. [redacted], 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, 2015 (more than 5

weeks after my initial call and more than 2 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. [redacted] was contacted again on January 16, 2015

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. [redacted] informed me that Mr. [redacted] requested to enter the

home. I informed Mr. [redacted] that no one would be available until later that

afternoon. Mr. [redacted] told Mr. [redacted] that entering the home was not

necessary as he was going to check ducts under house. (see attachment 7) Mr.

[redacted] has once again proven himself dishonest. Prior to selecting GHAC I

was told by Mr. [redacted] that all ducts under home were checked and ductwork

was "great" Mr. [redacted] later admitted, after I questioned him

about the tattered ducts under the porch and the gap found by Mr. [redacted], 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 porch. Once 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. [redacted] or any of

his associates. Mr. [redacted] came to the home on January 27, 2015 with Mr.

[redacted] from ECM. The problem found by Mr. [redacted] was one consistent with my

complaint. Mr. [redacted] checked the unit and found that all was fine including

the repaired coil. He was given permission to check the inside of the home

after explaining to Mr. [redacted] and me that he usually does not do this, but he

would because he knew Mr. [redacted] and worked with him for many years. (Please

note that it was very transparent and obvious to Mr. [redacted] and me that the 2

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. [redacted] claims that some storm

windows were missing. Not true. He also claims that a window was open 1.5

inches. That's just insane. I don't know of anyone who would leave a window

open during the winter season while having a heat source on allowing heat to

escape. Mr. [redacted] claims that he informed Mr. [redacted] and I to close

windows and remove a cable wire. Untrue. He 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 home. When Mr.

[redacted] 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 installed. Again, there were never

any open windows or closed doors, and when the unit is working properly, the

home does get warm. Mr. [redacted] is correct in stating that the contract

called for hook up to existing ductwork. Of course this was the case as he said

the ductwork was "great" and did not need to be replaced. I even

asked him about the trunk and feeder lines, all to which he said, "Whoever

did this ductwork did a great job!" Mr. [redacted] claims that the problem

could have been found if Mr. [redacted] had access to the home. As noted, Mr.

[redacted] 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

inside. Again, he did not check the ductwork like he said he did and it took a

2nd party to correct his error. Please note that this is my second complaint

and a problem was found stemming from Mr. [redacted] not being thorough and

incompetent. This problem, although I was in the home for more than a month

without heat had been corrected, yet lead to another needed repair. On January

31, 2015, I contacted Mr. [redacted] again to inform him of yet another problem.

The unit was set at 72 degrees and the temperature in the home was 72 degrees,

yet the auxiliary heat stayed on and the system would exceed the set

temperature. This was a problem I mentioned earlier, and Mr. [redacted] claimed

it was a fault with the thermostat. He replaced the thermostat. Yet, that seems

to not have been the problem. Mr. [redacted] 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 unit. He made the repair.

Again, another valid complaint. Finally, I sent Mr. [redacted] a text message

with an attached photo. Please notice that I have to chase Mr. [redacted] to get

responses. He said he would call me back on Monday, February 16, 2015- he did

not. I contacted him on the 18th in which case he called back and left a

message on my voicemail stating that he would fix the problem. His excuse this

time, without checking the unit, is cold air getting to thermostat. It is February

28, 2015 and I have not seen nor heard from Mr. [redacted]. In reviewing the

phone logs, text messages, and voice messages, it is obvious that GHAC has been

dishonest, incapable, and misleading. I am requesting that I be returned the

full sum of 4,4 7 5.00 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 contract. Yours truly, [redacted]

Business

Response:

The business reached out to Revdex.com to state this unit is working correctly at this time. The issues with the leaking returns pulling cold air from under the home was something caused by the original installation of the duck work. He did however repair the leaking returns at no cost to the customer, costing his business around $1,000. the home is heating properly at this time.

Consumer

Response:

I have reviewed the offer and/or 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.]

Regards,

Dear Ms. [redacted],I am requesting that the case regarding complaint # [redacted]

be reopened. It is unfortunate that I must once again respond to Mr.

[redacted] 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 ill. I do not know how much GHAC has

spent to repair the ill installed unit, however, had Mr. [redacted] 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. [redacted] 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 worry. I 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.

[redacted] to believe that he could simply take advantage of the situation and

not do the job he claimed to do. Finally, he has not stood by his one-year

warranty. I 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 calls. I am forced to constantly monitor a thermostat that seems

to not be able to go above 70 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 well. Hopefully, 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,[redacted]