Gorman Mechanical

Prior to Mid-2009, [redacted] considered their Infinity Controllers an “accessory” and was not eligible for the extended warranty.  Mid-2009, [redacted] changed that when they offered the same warranty period to all of their accessories purchased with a qualifying system.  However, when this...

system was installed, [redacted]’s computer system was still not upgraded and would not allow it to be added.  When this thermostat went out, we contacted [redacted] and they would not warranty the thermostat.  After many attempts on our part to talk to all of our representatives we knew, it seemed like a lost cause.  Therefore, Gorman Mechanical offered the thermostat to Mr. [redacted] at our cost and would take care of the labor as we had run out of options.  Mr. [redacted] was able, as a customer, to work his way up the ladder and get with a high up in [redacted] that looked into it.  We have since obtained their investigation that found that [redacted] could see that Gorman Mechanical DID attempt to register the thermostats, but the system would not allow it.  Because of that attempt and ‘good faith attempt’ (from [redacted] Customer Service), [redacted]  has added the thermostats on to the extended warranty.  Mr. [redacted]’s thermostat was replaced on 11/2 by Gorman Mechanical.  Unfortunately, we got caught in the ‘beaurocracy’ ([redacted]’s description) where they would not help the customer through us, but would after the customer worked his way up the chain.  Gorman Mechanical is very upset that [redacted] would not work with us and the customer ended up having to do the work.    [redacted] President Gorman Mechanical, Inc.

Due to Gorman Mechanical's unwillingness to right what they know they did wrong, we have no other choice but to close our dispute. But, please let me be clear in noting that in NO way is this dispute resolved. It is not. It remains unresolved. What saddens my wife and I the most is that not only were we lied to by a sales representative from Gorman Mechanical on the date of sale, but we are also neighbors with the owner of the company, [redacted]. Every consumer deserves to be treated with respect, but I think the bar is raised when they live in the same neighborhood as you. Not only was the premise of this case incredibly disappointing, the dishonesty continued throughout the whole dispute process with the Revdex.com. From a scheduled meeting set up by Gorman Mechanical with us, which in turn they no-showed, to a certified letter we sent to Mr. [redacted] that went completely ignored. From start to finish, they have been unwilling to offer an honest resolution to their negligence. On top of that, Mr. [redacted] stated he would give us a partial refund ONLY if we stopped sharing our experience with his company online. We refused. We felt as if this was a blackmail move on his part. We will continue to share our experience with others because we do not want another customer to have to go through the headache and disappointment we've had to suffer through.

The fan motor was received and a technician was sent to install it 11 days after the initial report of my AC not working.  Upon arrival the technician determined that the fan motor was not in fact the issue and the real issue was a control board for the AC unit.  The technician bypassed the board in less than 5 minutes allowing us to have AC while a new board was being ordered.  This could have been done the first time the technician was on site if the problem was diagnosed properly and we would not have been without AC for 11 days.  When the new board arrived, the technician came out and determined that it was not the correct board and stated he would need to order a new one. Approx. 2 weeks later a different technician came out and stated that the original board ordered was in fact the correct one, just an upgraded one but he was unaware as to how install it and set the 'dip switches' so he left after approx. 8 minutes on site only to be sent back within 30 minutes in an attempt to properly install the board while on the phone with somebody.  It has now been over a month and my AC unit had not been fixed.

The customer contracted with us to replace two new systems.  In the course of discussions, the customer asked if there are any utility rebates.  The sales person said that sometimes the utility companies provide rebates, but it is different with each utility company.  As it turned...

out, there was not a utility rebate offered from their utility company.  Our company does not promise rebates from utility companies as they are each different and the utility companies that do provide rebates, can cancel or change them at any time.

This job was sold on a late Friday afternoon and installed (per customer request) on Saturday.  The permit was not pulled prior due to the city offices being closed when all the paperwork was finally together, which is customary, but was pulled the following week when the girls got back in the office.  As stated in the first response, we could not ‘call’ for an inspection due to the fact that she would not let us back to finish a few details that the crew could not finish due to lacking materials and it being a rushed Saturday job.  She stated that no one will take her calls, but that is completely wrong.  The office (from our customer service to the Sales Manager to the Service Manager) has had numerous conversations with her and have been to her house trying to explain why the system is working, but she will not listen.  She told us the humidity was so high that her wood floors were warping.  As I stated in the first response, we checked the history in her thermostat and it has not been above low to mid-50% and her floors were NOT warping.  She told us herself that friends have come over and told her that it is very comfortable in the house and can’t tell anything is wrong.  She states that she had two companies out that found problems, which is not what she told us.  First of all, she did not ever tell us that they found problems.  According to Ms. Lawson, what they told her is that they could install another system that has better humidity controls (which is a higher SEER System that has a Variable Speed Blower Motor).  Gorman Mechanical had given her these same options, but she did not want to pay the extra price.  Although these systems do give more humidity control, they do not lower it too much lower than her current readings.  The fact is dehumidification thermostats only go down to 40% (lowest possible set point), but they rarely can ever get there.  We do a lot of commercial and industrial specific clean rooms with humidity specifications.  The only way to lower the humidity down would be to do some missed matched systems where the coil is much bigger than the condenser and inside unit, but then there would be a lot of other issues.  The fact is this … This system is working much better than her previous system.  The problem is that Gorman Mechanical installed an upgraded thermostat that she can now see the humidity and she does not like where it is, even though it is completely normal and to manufacturers specifications.    We have had countless discussions with this customer and I wish there was a problem so we could fix it, but there is not.  The system is cooling perfectly (using sub-cooling method not the less accurate approach method), running at manufacturers specifications, and the humidity is staying right where it should be.  Our rating with the Revdex.com, Angies List, and countless customer letters attest to our commitment to making our customers happy which is our primary goal.        [redacted] President Gorman Mechanical, Inc.

---- Everything stated by the President of Gorman Mechanical in the previous response is untrue. On the date of sale, the sales associate from Gorman Mechanical sat at our kitchen table and stated that rebates were given by our electric company on all new upgraded and installed air conditioning units. The sales associate never said "they might give rebates", or "maybe they give rebates". He told us our electric company does offer a rebate. The rebate was based on a per ton basis of the new units. This equaled out to $800. He stated this as he was writing out our paperwork, and because of what he deemed fact and shared with us in regards to this eligible rebate, we decided to move forward with the sale. When we called Tri-County Electric to collect the paperwork needed to claim the rebate Gorman Mechanical told us about a few weeks after the date of sale, we were told by Tri-County Electric they had never offered such a rebate. The information provided to us by Gorman Mechanical was false.
Revdex.comThe original amount that was discussed by the customer after the job was installed was $300.00.  I discussed this with Mr. [redacted] at one point on the phone and brought it up to Mrs. [redacted] when I was at their house to review the job.  We discussed being able to get $200 from the electric company through a rebate they had by getting a PM done on their units and then I was going to put in the extra $100.00 to make them happy.  However, then I found out through our IT company that they had posted negative material on the internet.  Then when they contacted the Revdex.com, the amount went up to $800.00.  There  is no way the company will pay $800.00 for something we did not guarantee or commit to.  I was originally going to refund the $300.00 just to make them happy.  In order for this to be resolved, I am still willing to refund the customer $300.00 IF they agree to not bad mouth the company to any person or write any negative reviews.