Grays HVAC Services

Review: [redacted]The following is copy of the complaint/letter sent to the listed company

January 6, 2014

[redacted] Gray, Owner

Gray’s Heating & Air LLC/Gray’s HVAC Service [redacted], MD [redacted] and [redacted], MD [redacted]

Dear Mr. Gray,

I am writing this letter as a follow up and as promised in a conversation we had earlier today. To remind you, we contacted our home warranty company in January of 2013 regarding an issue we were having with our ac/heating unit. We only realized something was amiss with the unit when we received an astronomical bill from [redacted] (our utility company). After assessing our inside and outside units, you informed us that our outside compressor needed to be replaced. This required approval from [redacted] Home Warranty, and once received; the unit was ordered and replaced by you. Our next few bills were relatively normal and we assumed all was well.

Once spring turned into summer, we turned the ac on. Our house was not getting cool even with the ac on a lower setting. Again, we contacted [redacted] Home Warranty who contacted your company and one of your representatives came to see what was wrong. We were told at that time that the freon was low in the unit. He said this was likely due to the unit being replaced in the winter and it was difficult to gage how much freon was in the unit at that time. Again, once freon was added, we assumed the problem was resolved and had no issues…UNTIL we turned the heat on for the first time in the later part of 2013.

Our first bill from [redacted] (after the heat was turned on) was 427.94. The next bill was 753.04 which alerted us that again, something was wrong with the unit. We contacted HMS, who again, referred us to your company. Your technician said the issue was too much freon in the unit, the opposite of what a different one of your technicians told us about 6 months prior.

I don’t think it is too farfetched to ask if you could contribute to some part of our utility bill, as your company/employees appear to have fouled up somewhere along the way. In speaking with you today, you implied that if our bills were normal after the compressor was replaced, then your company was not at fault. Then you said if the bill was normal after the freon was added, your company was not at fault. Your final attempt to dodge responsibility for this issue was to call into question our integrity and say, “how do we know another company hasn’t worked on the unit in the meantime”?

Rest assured Mr. Gray, we don’t have the funds or time, to play a back and forth game with your company and an additional HVAC company to try to get an issue that your company should have resolved a year ago, settled. Additionally, we have purchased a warranty for the sole purpose of not paying extra expenses out of pocket, for issues that come up with our home. We are again, requesting that you look your paperwork over, consult with [redacted] Home Warranty and find some way to contribute to this insane bill that is a direct result of faulty repairs from Gray’s Heating and Air, and the employees that are employed by your company. We thank you in advance.

Sincerely,

[redacted] and [redacted] Cc: [redacted] Home WarrantyDesired Settlement: At the very least, our 100$ deductable refunded for th hassel over that past year.