Gregory W. Francisco

Mrs***, We are very sorry that your experience with our company was not up to our high standards We have worked for many years in this community and built a reputation of high quality service and installation at affordable, fair prices Your heat pump system was installed on February 3rd, by one of our service technicians, [redacted] On the day of installation, [redacted] reported that he had asked your mother to use the restroom and it stopped up He plunged the toilet and the toilet flushed He thought the problem was taken care of, though he did report the plunger had broken while he was using it and he reported to his manager the next day so it could be replaced All of our technicians are required to wear shoe covers in customers’ home during any kind of inclement weather or conditions where they might track dirt or debris into your home We spoke with [redacted] and he assured us that he did wear shoe covers while in your home, but we apologize if this was not the case When you called and reported the problem that night after hours, our service manager [redacted] called you that night when the answering service called himHe offered to come to your home to fix any problems and replace the plunger that was broken He offered a complimentary Maintenance service in the fall, valued at $120.00, which you refused He offered to come clean the bathroom and any other problems (mud, dust) the next morning, which you refused He offered to talk with the owner the next morning and discuss any other solutions available The owners often have morning appointments and have to get the morning installation crews out on jobs and are not available immediately so he had to wait to meet with them You called back at 12:before he could discuss your report with them, so we apologize for the delay in getting back with you that morning We did have to return and adjust your system after installation Often in the cold weather, properly charging a system with Freon can be difficult and we had to return to adjust the Freon pressures on your system to improve your system’s function and tighten a wire that was loose from the factory We know this was a nuisance but is sometimes unavoidable The owner, Mike Perdue, worked with you on planning your heat pump system and arranging financing He schedules a walk-thru appointment after the system is installed to inspect the work and assure your satisfactionWe apologize for the delay in setting up that appointment He had asked one of the secretaries to schedule that with you in the evening so you would not miss any work and they each thought the other one had already done it He was also out sick a week with the flu and we had to reschedule all of his previous appointments which added to the delay Your appointment is now scheduled and Mike will be meeting with you next week in the evening to discuss the problems you have had with our service We are sorry that we are not able to offer you the 50% discount you requested on your system Mike had already discounted the price after meeting with you and discussing your budget so that we could get heat started in your home during this winter We hold ourselves and all of our employees to a high standard of service and hope to prove that to you in the future If you no longer with to deal with our company, we understand and will give you a $complimentary credit towards your yearly maintenance service with another company

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We are sorry that a customer was disappointed by our service.  We have issued a full refund and wish that we could have settled this with the customer personally.  We encourage communication with our customers and strive to make our customers happy.  Our service manager...

reviewed the complaint letter and the original service ticket issued on May 20, 2015 for the problem reported by the customer of their heat pump system freezing up and not working. This explanation may be a little technical but we will try to explain.   The technician reported that after analyzing the system, he added 1.5 lbs of Freon to achieve correct subcooling but was unable to get a reading for the superheat.  A typical system will require 15-20 degrees of subcooling and 10-15 degrees of superheat.  Subcooling is the method used to tell the amount of Freon in the system and superheat is used to inform the technician about the airflow on the outdoor unit as well as prevent liquid from entering the compressor.  When he was unable to get a reading for the superheat, he inspected the air flow inside the home and found the ductwork was not sized correctly to achieve proper airflow.  He reported the ductwork was too small and causing air restrictions and strain on the heat pump system.  The return (where air leaves the home and enters the ductwork) was too small as well as the supply trunk line (the main ductwork line running under the house) and there were not enough runs (flexible ductwork lines that deliver air from the trunk to each room).   This causes the heating and cooling system to strain, pushing air thru pipes that are too small and will eventually start to cause failure of parts, compressors, and eventually the entire system.  Our service technicians were originally trained in our installation department so they know how to size ductwork for homes to function correctly and at peak efficiency.  [redacted] worked as a lead installation mechanic for over five years and has been a service technician for several years.  When he inspected the system and found no superheat reading, he explained to the customer that this could have caused fluid to be pulled into the compressor and could have contaminated the system with the past repairs (the $2000 in repairs done, compressor changed by another company).  We recommended a changeout of a new system since this system is nearing the end of an average lifespan of a heat pump and has been stressed from the too small ductwork.  This was only a recommendation.  The system was working when we left but we believe the customer will  continue to have problems with this system, including freezing up and eventually equipment failures.  The $2000 spent on repairs will extend the life of her system, as [redacted] told her, but without correcting the air restriction problems, the benefits will be greatly shortened and the system is still operating inefficiently.  I am sorry that we did not diagnose the original problems where that $2000 could have been applied towards a brand new system that would last ten more years and make the home much more comfortable with proper air flow, cooling, and heating. .  Our technicians are trained to look at the entire system, not just look at initial readings. [redacted] diagnosed the air restrictions in this system were due to improperly sized ductwork, not dirty ductwork.  The Freon that was added to the system by our technician was to try to correct an imbalance already in the system.  Air Flow must first be fixed and then adjust Freon levels, not the other way around.I assume that [redacted] performed the original work on the system, but if not, I'm not sure why our company was called to followup on $2000 in repairs done by another company a few days before.   We wish you well with your repairs and your heating system.  Please let us know if we can be of service in the future.

I have reviewed the response 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.
I do not agree with this because some of it is not true my mom was there and she said they never asked to use bathroom and never wore shoe covers they are straight up liars my mom is only 67 and further more why would she lie to me about it and why would that boy leave the toilet stopped up put lid down break plunger and leave and not say a word to her about he's a LIAR the point is for this to be such a great company WHY was I never contacted by the owner! Other than everything else that has happened this company is not trust worthy! 
Regards,
[redacted]

Mrs. [redacted],
We are very sorry that your experience with our company was not up to our high standards.  We have worked for many years in this community and built a reputation of high quality service and installation at affordable, fair prices. 
Your heat pump system was installed on...

February 3rd, 2015 by one of our service technicians, [redacted].
On the day of installation, [redacted] reported that he had asked your mother to use the restroom and it stopped up.  He plunged the toilet and the toilet flushed.  He thought the problem was taken care of, though he did report the plunger had broken while he was using it and he reported to his manager the next day so it could be replaced.  All of our technicians are required to wear shoe covers in customers’ home during any kind of inclement weather or conditions where they might track dirt or debris into your home.  We spoke with [redacted] and he assured us that he did wear shoe covers while in your home, but we apologize if this was not the case. 
When you called and reported the problem that night after hours, our service manager [redacted] called you that night when the answering service called him. He offered to come to your home to fix any problems and replace the plunger that was broken.  He offered a complimentary Maintenance service in the fall, valued at $120.00, which you refused.  He offered to come clean the bathroom and any other problems (mud, dust) the next morning, which you refused.  He offered to talk with the owner the next morning and discuss any other solutions available.  The owners often have morning appointments and have to get the morning installation crews out on jobs and are not available immediately so he had to wait to meet with them.  You called back at 12:30 before he could discuss your report with them, so we apologize for the delay in getting back with you that morning
We did have to return and adjust your system after installation.  Often in the cold weather, properly charging a system with Freon can be difficult and we had to return to adjust the Freon pressures on your system to improve your system’s function and tighten a wire that was loose from the factory.  We know this was a nuisance but is sometimes unavoidable. 
The owner, Mike Perdue, worked with you on planning your heat pump system and arranging financing.  He schedules a walk-thru appointment after the system is installed to inspect the work and assure your satisfaction. We apologize for the delay in setting up that appointment.  He had asked one of the secretaries to schedule that with you in the evening so you would not miss any work and they each thought the other one had already done it.  He was also out sick a week with the flu and we had to reschedule all of his previous appointments which added to the delay.  Your appointment is now scheduled and Mike will be meeting with you next week in the evening to discuss the problems you have had with our service. 
We are sorry that we are not able to offer you the 50% discount you requested on your system.  Mike had already discounted the price after meeting with you and discussing your budget so that we could get heat started in your home during this winter.  We hold ourselves and all of our employees to a high standard of service and hope to prove that to you in the future.  If you no longer with to deal with our company, we understand and will give you a $120 complimentary credit towards your yearly maintenance service with another company.