Gosnell Contracting, Inc.

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Complaint: ***
I am rejecting this response because:
My family and I spent the entire summer in a condo without air-conditionCroppMetcalfe sent several technicians to fix the problems without any successThe A/C Unit was misdiagnosed every single timeThe replacement of the TP valve ( at a cost of $) as recommended by the Tech did not fix the problemIn fact it worseCroppMecalfe should reimburse me since it did not fix the problemCroppMecalfe has admitted that the TP valve was not the problemThe fact remains that the A/C unit is not fix as of todayI asked CroppMetcalfe to provide me with a portable A/C unit while waiting for the repairs and they did notIt was not easy living in a unit during the hottest months of the year
My offer is more than reasonable.Please reconsider
Regards,
*** ***

On 7/23/CroppMetcalfe received signed approval to replace rooftop gas fired rooftop unitsWe advised *** *** that there was a week production delay on the equipment, and that we would attempt to reduce that delay by selecting another manufacturerThere was not an available unit that
would satisfy the requirements of the contract or of *** ***The install of these units was completed 8/27/14, approximately weeks after the contract was approved
One of the units (Serial # ***) had a refrigerant leak in the evaporator coil from the factoryThe manufacturer acknowledged the issue and paid for this repair to be conductedThis issue was resolved 8/28/
09/04/Unit (Serial # ***) stopped working; the condensate drain had been damagedCroppMetcalfe repaired the condensate drain under warranty
06/20/Unit (Serial # ***) stopped working; the condensate drain had become clogged, unrelated to 09/04/CroppMetcalfe cleared the obstructionThis repair was not covered under warranty as the problem was not with the installation of the unit; an invoice of $was billed to the customer for this repair and remains unpaidThis issue resulted from a lack of proper maintenanceMaintenance agreements were offered multiple times and declined
06/25/Unit (Serial # ***) stopped working; the refrigerant line set had developed a leak in the evaporator coil headerThis required the replacement of the evaporator coilThe evaporator coil was ordered with a 3-week production delay
07/24/Unit (Serial # ***) evaporator coil was replaced and unit recharged with refrigerant under warrantySystem is currently fully operational
CroppMetcalfe has acted as quickly as possible to serve the needs of *** ***Production delays were unavoidable as the repairs require OEM partsAll applicable issues were covered under the warranty per the installation contractThe service call on 06/20/was a direct result of a lack of proper maintenance on the equipment and not related to the installation or production of the equipmentThis is not covered by the warranty

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Complaint: ***
I am rejecting this response because:I want to know what I am paying forCost of parts and cost of laborThey can give you a break down but they won’tI was never told how long it would takeJust told it would take hours and it took minutesSo I paid over $labor for something they knew would only take less that a hourThey don’t give that to you because the customer would see how they are ripping you offI will make sure I never use them again and inform everybody I know about them.
Regards,
*** ***

Tech claims he mentioned the service contract and it was agreed to. There must have been a misunderstanding. Customer has already been given a refund and the contract canceled

There are not duplicate refunds. As explained in the our response, $is for the policies. $is for the blower door test. That leaves a balance of $which was for the diagnostic and wet switch. CroppMetcalfe is not going to refund this. I have attached the invoice for clarification. We charge a fair market price for our diagnostic fee and for our wet switch which is indeed, a much better quality then the *** *** model

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Complaint: ***
I am rejecting this response because: Again, CroppMetcalfe never resolved the issue they were hired to fix.Whatever diagnostics your technician performed (and billed to me) did not help him to resolve the issue he was hired to fix, as he left without fixing it and never returned to fix it The second technician was not even able to perform the diagnostics he was supposed to do When your first technician arrived, I told him that this house had two HVAC units -- one for the basement and 1st floor, and one for the 2nd floor and 3rd floor converted attic Both HVAC systems blow cold air out of all the vents when in AC mode Both HVAC systems blow hot air out of all the vents when in heat mode Clearly, the condensers, compressors, coolant, furnaces, and fans are not the issue I am a simple home handyman and I was able to figure that much out, which is why I contracted supposed professionals to figure it out So your technician came out, simply verified everything I already told him, did not fix the problem, pressure-sold a service plan, and ONLY because I was on a service plan he installed the drain pan overflow sensor I asked him to install a simple float sensor (which is what I've had in all my homes for the past years and it has always worked fine), but your technician said that as long as we were on a CroppMetcalfe service plan that he could only install this sensor (which, of course, was much more expensive) Basically, you were hired to fix a specific issue, which turned out to be a simple air distribution issue in an otherwise perfectly working, albeit aging, HVAC system Not only were your technicians unable to diagnose and fix this simple issue, but instead they recommended complete replacement of both the outside and inside mechanicals for both HVAC systems Ironically, they were going to use the same duct work, which was actually the problem! So, even if I had taken their bad advice and spent $15,to replace both my HVAC systems, I would've likely had the exact same problem afterward, because the 3rd floor duct system was badly designed and required another vent installed with a damper, which was less than $ You should refund the full amount because your technicians diagnostics were useless and did not lead to resolving the issue, and the extremely overpriced overflow sensor was installed only on the insistence of your technician because he had already pressured-sold me on a maintenance plan In the end, regardless of the diagnostics, the overflow sensor, the maintenance plan, the blower test that never happened, and basically every single interaction that I have had with CroppMetcalfe, the problem you were hired to fix was never fixed If I had not fixed it myself, it still would not be fixed months later, even though I am supposedly on one of your service plans and you're supposed to be maintaining my systems in working order It is very clear to me that CroppMetcalfe is solely in the business to sell and install new HVAC systems, because your staff cannot fix even the simplest of HVAC problems
Regards,
*** ***

CroppMetcalfe does not blow out lines as part of a maintenance but we do flush lines out as part of a maintenance which we performed in February Customer is bringing to light problems occurring months after our maintenance This is more than enough time for lines to get blocked
for a variety of reasons Customer is getting information from another company which CM does not respond to To prevent future problems such as this customer should invest in better water safety switches

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. We are requesting a refund of the $contract agreement fee.Regards,
*** ***

CroppMetcalfe apologizes for your frustration although we completely disagree with the "scam artist" comment. One of CroppMetcalfe's core values is integrity and in no way does CroppMetcalfe scam customers. Point of fact, we have responded every time there has been an issue and with an
intermittent issue it is sometimes hard to diagnose a problem on mechanical equipment when the unit is functioning upon arrival. We do think the solution is to replace the faulty thermostat which we did last night. We had a few problems with that particular manufacturer's thermostat so replacing their faulty one with our new Aprilaire thermostat should be the solution going forward. We will not charge for the new thermostat since we do not see any thermostat being part of the replacement proposal. Finally, we will refund $as compensation for your inconvenience

Our techs are trained to give options to a customerDue to problem and age of equipment, our tech recommended a home performance test (duct issue) and a equipment replacement which is done by our comfort advisorsCroppMetcalfe will not comment on another company's assessment and whether it's
accurateCroppMetcalfe is not into "band-aids" or quick fixesHowever, looking at this ticket, it looks like we refunded the policies of $alreadyWhat we have not refunded is the $for the blower-door test which was not completedWe have processed that refund which customer should receive in 3-business days

I have attached latest service ticket/invoice showing we did everything possible at no charge to fix system. At this point due to age of system we recommend replacement which customer is speaking with our Comfort Adviser Chris D***. Customer at this point needs to make a decision on
replacement

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

In reference to complaint ID ***, this resolution is satisfactory to meBut for their to be service calls before someone came up with the solution to replace the thermostat, I consider that completely unacceptableSo maybe “scam artist” isn’t the proper term b/c I don’t think CM gains anything from these continued service callsMaybe the technicians need to be better trained, or perhaps given the authority to replace a faulty part rather than running through a bunch of tests and telling the customer that the issue is fixedYou stated that you were having issues with that manufacturer’s thermostats, why then wait so long for this final repair?
Regards,
*** ***

We do not breakdown our services and we are a flat rate company. All of our customers are given an option to authorize the work before the work is done. Services vary greatly on length of time to complete. Some are easier then others. If a job takes longer then usual to
complete then we do not charge the customer more

There was an attempt to explain to customer that service was rendered on Sept 15th (ticket attached).? Customer was confused regarding frequency of service although quarterly services have been done for the past years? at this property.? When? customer was told we in fact did
service? in June, customer accused CroppMetcalfe of forging the service ticket because of the Revdex.com complaint.? CroppMetcalfe will be refunding customer the $and putting customer on a do not service list.? ? CroppMetcalfe does not forge documents

The offer of $in addition to the $is
unreasonable.? CroppMetcalfe has made a fair offer:$refund and a free maintenance in the spring.? $refund and no further obligations from CroppMetcalfe.? CroppMetcalfe has taken all measures to resolve this mechanical issue including replacing system, getting manufacture involved numerous times and numerous service calls at no charge even though warranty expired in December

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 Complaint: [redacted]
I am rejecting this response because:First, it was not just one company making an assessment on the cause of the damage but rather 2 very reputable companies with significant working knowledge of this issue.  Second, I did invest in purchasing a 2nd layer of water safety equipment which, as previously indicated, was incorrectly installed by Croppe Metcalf and as such failed.
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because: The arrogance of this company in their response.  It clearly shows that they do not represent the good of the community they service.  The only reason they responded to me, was because I filed this complaint.  I called them on September 14, 2016, and tried to work something out, and they could not even bother to return my phone until a day after Revdex.com contacted them with the complaint.  Thanks goodness we as consumers have an organization like Revdex.com.  Other than that, this company clearly exemplifies a company not to use.  I asked for the fund refund, Croppmetcalf did not offer it.  I do however except my money back because no service was ever done.  Croppmetcalfe can not even tell you how they gain access to the property.  They did not get by the tenant, I did not let in.  Just more lies.   As a local business man, I am overwhelmed that a organization like Croppmetcalfe has decided to put me on their, "do not service list", arrogance.  Like I would ever use the  again.
Regards,
[redacted]

From: B***, Chris Date: Mon, Dec 7, at 2:PMSubject: RE: *** *** Rebuttal (***)To: *** *** In response to ID ***:? As stated in Ben K***’s response dated 8/10/15: “The service call on 06/20/was a direct result of a lack of proper maintenance on the equipment and not related to the installation or production of the equipmentThis is not covered by the warranty.”? Here is the part of the contract stating this which customer signed:Here is the invoice description which resulted in the charge:? [[Tech #*** *** * *** Service Date: 06/20/2015]] Checked no a/c RTU found clogged drain line cleaned up and checked operations of condensate switch working good at this time all unit running ,will take little while before cools down at the from area.? Clogged drain lines are not covered under the year parts and labor warranty? Customer had the opportunity to purchase a maintenance plan which includes inspections and declined which would have taken care of this issue.? ? ? Chris B***Residential Operations ManagerCroppMetcalfe Services###-###-####www.croppmetcalfe.com*** *** ***Fairfax, VA ***? CM-Services-Logo

The call was booked as a leaking water heater. When the tech arrived customer stated she wanted a tankless water heater. The tech informed the customer the tankless had to be installed on an exterior wall which is not true. CroppMetcale spoke with the customer to apologize for the inconvenience and...

issued a full refund. Tech has been documented.