Griffin Heating, Cooling, and Home Services LLC

Initial Business Response / [redacted] (1000, 6, 2016/03/08) */ Bonnie, I have been trying to deal with Mrand Mrs [redacted] 's complaint about the fan speeds of their heat pump since we installed the system in November of The system is heating the house properly and I have been out to their house over a dozen times trying to get the fan speed adjusted to their likingThe second to last time I was there I took the Manager from the distributor that I got the equipment from and we adjusted the fan speeds again and gave them the option to replace the heat strip kit in the air handler from a 15KW to a 10KW at no cost to them, which would stop the fan speed from going so highSo far they have not chosen to take this optionThe last time I was contacted by Mrs [redacted] she said the fan speeds still where not to their satisfaction so I went back over and adjusted the fan speed againAt that time they seemed to be satisfied with the fan speedThey have complained several times about the outdoor fan not running when the heat pump is runningI have watched the heat pump for a total of about hrs and I have never witnessed this happenIn my last correspondence with Mrs [redacted] I told her that I contacted my distributor to see if we could get a factory representative out to try and make them happyThe distributor told me that they do not feel there are any issues with the operation of the system and they had no plans to contact their field service technician about this matterI do not know what else to do for Mrand Mrs [redacted] I do have almost all of our correspondence saved through emails I honestly had a feeling from the beginning of this whole process that they would hard to make happyI have spent many man hours and replaced a thermostat and am willing to replace the heat strip all at no cost to the customerIn one email they basically accused me of lying to them about the fan speed to get the jobI quoted and installed the specific equipment and sizes they requested and like I told them if I had been made aware of the issues the changing fan speeds would cause I would have recommended a different system for themI took over as owner of Griffin January 8th I was the acting General Manager at the time of this install and I have continued to try to address their concerns with the system through this whole processIf there is anything else I can do I am glad to do so Thank you, [redacted] Owner/General Manager Griffin Heating, Cooling, & Home Services, LLC WMain Street Peoria, IL XXXXX XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response by Griffin Heating and Cooling per Mr [redacted] is NOT satisfactoryWe do not see a specific willingness to meet our resolution termsIf Mr [redacted] 's statement "If there is anything else I can do I am glad to do so." is to be taken as his acceptance of our resolution request, then he should specifically state his agreement in his statementIn the attached documents we have discussed in detail specific points we feel his statements gloss over and shift to the blame to the customer Final Business Response / [redacted] (4000, 10, 2016/03/16) */ Prior to installation, the clients made no mention of the fact that fan speed was a decision point for themThe Amana heat pump was installed properly and according to manufacturer's specificationsAt the client's request, I returned to their location numerous times to attempt to adjust the fan speed to their likingI observed the outside unit on multiple occasions and for extended periods of time and I was never able to duplicate the fan issue that was described by the clientAt that time, the clients were unhappy with the interior fan speed as wellI made several adjustments to this fan speed as wellWhen I had exhausted all that I could do on my own, I requested a second opinion from the Manager at the distributor of the equipmentThis Manager was a previous service technician and has years of experience with Amana equipmentThe Manager determined that the equipment was installed properlyTogether, we got adjusted the fan speeds againAt that time, we determined that the next step to a resolution would be to replace the heat strip kit in the air handler from a 15KW to a 10KWI offered to complete this replacement at NO COST to the clientThis option would stop the fan speeds from going so highThe [redacted] 's have thus far, refused this optionThe clients indicated that the internal fan speed issue has been resolved and I yet again went back to try and adjust the internal fan speed to their likingWhen I learned that the clients were still not satisfied, I contacted my distributor to see if we could get a factory representative out to the client's locationFrom the distributor's perspective, they feel that the equipment is operating properly and it was installed according to specificationsI have been in contact with the distributor on several occasionsI spoke with the manager yesterday, 3/15/16, and he indicated that he would try to get the factory to send out a representativeI believe that we will get approval for this visit, if the client's will agreeThere are escalating steps and a proper chain of command that must be taken in these cases before a representative can be sent out In addition to the attempted remedies above, I have replaced the thermostat as well At this time, I am continuing to offer to replace the heat strip kit at no cost to the clientIn addition, I would like to have the factory representative come out and inspect the equipment and the installation completed by GriffinThere is no better expert to determine if the work performed by Griffin was up to manufacturer's specifications than the manufacturer's representativeGriffin will also come out, at no cost to the client, to charge the air conditioning unitThis may also help to get the system functioning to the client's approval In response to the client's claim that we have "blocked anyone else from working on the unit"; that claim is completely falseWhen the clients contacted another contractor, the contractor contacted the distributor and talked to the Manager that has previously inspected the unit and its installationGiven that the unit was installed properly and functioning according to the specification, and that Griffin had offered the remedy of replacing the heat strip at no cost, the Manager informed the contractor that the issue was being handledGriffin has no control of the warranty decisions made by the distributor and manufacturerIn addition, Griffin does not have any control over when the factory representative will be available to look at the unitIn the only other instance where we have ever had to have a factory representative on a job, it took them over a month to respond and inspect the unit and installation In the client's comments it is noted that their contact in the HVAC industry agrees that a factory representative is the best next step in this case The statement we made in our response regarding "If there is anything else I can do I am glad to do so," was intended to mean that we will do anything else to respond to this claimIt is not financially feasible for Griffin to agree to pay for another dealer's labor considering we have no idea as to the expertise or experience of this dealerIn addition, we cannot agree to pay for any expenses that the dealer incurs going forwardWe would have no discretion over these costsGiven that the complaint is filed under Griffin Heating and Cooling Systems, Inc, and we are currently a new and different entity, we are doing our best to respond to this claimPlease keep in mind that our current entity has not received any financial benefit from the client's installationWe stand behind all previous installations and work completed by Griffin Heating and Cooling Systems, Inchowever, we do not have the financial means that were associated with this entity In summary, we are continuing to offer the following: 1) At the advice of the distributor, we will install a 10KW heat strip kit at no cost to the client2) We will continue to pursue an inspection of the equipment and installation from the manufacturer field service technician and ensure that a visit takes place Additionally, we are offering the following: 1) We will comply with the field service technician's recommendations at no cost to the client2) Weather permitting, we will charge the client's air conditioning system to a satisfactory level We believe that the best way to resolve this issue is to follow the advice and direction of the distributor and manufacturerBoth of these entities are the experts on the equipment and the installation of the equipment

Initial Business Response /* (1000, 6, 2016/03/08) */
Bonnie,
I have been trying to deal with Mrand Mrs***'s complaint about the fan speeds of their heat pump since we installed the system in November of The system is heating the house properly and I have been out to their house over
a dozen times trying to get the fan speed adjusted to their likingThe second to last time I was there I took the Manager from the distributor that I got the equipment from and we adjusted the fan speeds again and gave them the option to replace the heat strip kit in the air handler from a 15KW to a 10KW at no cost to them, which would stop the fan speed from going so highSo far they have not chosen to take this optionThe last time I was contacted by Mrs*** she said the fan speeds still where not to their satisfaction so I went back over and adjusted the fan speed againAt that time they seemed to be satisfied with the fan speedThey have complained several times about the outdoor fan not running when the heat pump is runningI have watched the heat pump for a total of about hrs and I have never witnessed this happenIn my last correspondence with Mrs*** I told her that I contacted my distributor to see if we could get a factory representative out to try and make them happyThe distributor told me that they do not feel there are any issues with the operation of the system and they had no plans to contact their field service technician about this matterI do not know what else to do for Mrand Mrs***I do have almost all of our correspondence saved through emails I honestly had a feeling from the beginning of this whole process that they would hard to make happyI have spent many man hours and replaced a thermostat and am willing to replace the heat strip all at no cost to the customerIn one email they basically accused me of lying to them about the fan speed to get the jobI quoted and installed the specific equipment and sizes they requested and like I told them if I had been made aware of the issues the changing fan speeds would cause I would have recommended a different system for themI took over as owner of Griffin January 8th I was the acting General Manager at the time of this install and I have continued to try to address their concerns with the system through this whole processIf there is anything else I can do I am glad to do so
Thank you,
*** ***
Owner/General Manager
Griffin Heating, Cooling, & Home Services, LLC
WMain Street
Peoria, IL XXXXX
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response by Griffin Heating and Cooling per Mr*** *** is NOT satisfactory We do not see a specific willingness to meet our resolution termsIf Mr***'s statement "If there is anything else I can do I am glad to do so." is to be taken as his acceptance of our resolution request, then he should specifically state his agreement in his statement In the attached documents we have discussed in detail specific points we feel his statements gloss over and shift to the blame to the customer
Final Business Response /* (4000, 10, 2016/03/16) */
Prior to installation, the clients made no mention of the fact that fan speed was a decision point for themThe Amana heat pump was installed properly and according to manufacturer's specifications At the client's request, I returned to their location numerous times to attempt to adjust the fan speed to their liking I observed the outside unit on multiple occasions and for extended periods of time and I was never able to duplicate the fan issue that was described by the client At that time, the clients were unhappy with the interior fan speed as wellI made several adjustments to this fan speed as well When I had exhausted all that I could do on my own, I requested a second opinion from the Manager at the distributor of the equipment This Manager was a previous service technician and has years of experience with Amana equipment The Manager determined that the equipment was installed properly Together, we got adjusted the fan speeds again At that time, we determined that the next step to a resolution would be to replace the heat strip kit in the air handler from a 15KW to a 10KW I offered to complete this replacement at NO COST to the client This option would stop the fan speeds from going so high The ***'s have thus far, refused this option The clients indicated that the internal fan speed issue has been resolved and I yet again went back to try and adjust the internal fan speed to their liking When I learned that the clients were still not satisfied, I contacted my distributor to see if we could get a factory representative out to the client's location From the distributor's perspective, they feel that the equipment is operating properly and it was installed according to specifications I have been in contact with the distributor on several occasions I spoke with the manager yesterday, 3/15/16, and he indicated that he would try to get the factory to send out a representative I believe that we will get approval for this visit, if the client's will agree There are escalating steps and a proper chain of command that must be taken in these cases before a representative can be sent out
In addition to the attempted remedies above, I have replaced the thermostat as well
At this time, I am continuing to offer to replace the heat strip kit at no cost to the client In addition, I would like to have the factory representative come out and inspect the equipment and the installation completed by Griffin There is no better expert to determine if the work performed by Griffin was up to manufacturer's specifications than the manufacturer's representative Griffin will also come out, at no cost to the client, to charge the air conditioning unit This may also help to get the system functioning to the client's approval
In response to the client's claim that we have "blocked anyone else from working on the unit"; that claim is completely When the clients contacted another contractor, the contractor contacted the distributor and talked to the Manager that has previously inspected the unit and its installation Given that the unit was installed properly and functioning according to the specification, and that Griffin had offered the remedy of replacing the heat strip at no cost, the Manager informed the contractor that the issue was being handled Griffin has no control of the warranty decisions made by the distributor and manufacturer In addition, Griffin does not have any control over when the factory representative will be available to look at the unit In the only other instance where we have ever had to have a factory representative on a job, it took them over a month to respond and inspect the unit and installation
In the client's comments it is noted that their contact in the HVAC industry agrees that a factory representative is the best next step in this case
The statement we made in our response regarding "If there is anything else I can do I am glad to do so," was intended to mean that we will do anything else to respond to this claim It is not financially feasible for Griffin to agree to pay for another dealer's labor considering we have no idea as to the expertise or experience of this dealer In addition, we cannot agree to pay for any expenses that the dealer incurs going forward We would have no discretion over these costs Given that the complaint is filed under Griffin Heating and Cooling Systems, Inc, and we are currently a new and different entity, we are doing our best to respond to this claim Please keep in mind that our current entity has not received any financial benefit from the client's installation We stand behind all previous installations and work completed by Griffin Heating and Cooling Systems, Inchowever, we do not have the financial means that were associated with this entity
In summary, we are continuing to offer the following: 1) At the advice of the distributor, we will install a 10KW heat strip kit at no cost to the client2) We will continue to pursue an inspection of the equipment and installation from the manufacturer field service technician and ensure that a visit takes place
Additionally, we are offering the following: 1) We will comply with the field service technician's recommendations at no cost to the client2) Weather permitting, we will charge the client's air conditioning system to a satisfactory level
We believe that the best way to resolve this issue is to follow the advice and direction of the distributor and manufacturer Both of these entities are the experts on the equipment and the installation of the equipment

Initial Business Response /* (1000, 6, 2016/03/08) */
Bonnie,
I have been trying to deal with Mr. and Mrs. [redacted]'s complaint about the fan speeds of their heat pump since we installed the system in November of 2015. The system is heating the house properly and I have been out to their house over...

a dozen times trying to get the fan speed adjusted to their liking. The second to last time I was there I took the Manager from the distributor that I got the equipment from and we adjusted the fan speeds again and gave them the option to replace the heat strip kit in the air handler from a 15KW to a 10KW at no cost to them, which would stop the fan speed from going so high. So far they have not chosen to take this option. The last time I was contacted by Mrs. [redacted] she said the fan speeds still where not to their satisfaction so I went back over and adjusted the fan speed again. At that time they seemed to be satisfied with the fan speed. They have complained several times about the outdoor fan not running when the heat pump is running. I have watched the heat pump for a total of about 6 hrs and I have never witnessed this happen. In my last correspondence with Mrs. [redacted] I told her that I contacted my distributor to see if we could get a factory representative out to try and make them happy. The distributor told me that they do not feel there are any issues with the operation of the system and they had no plans to contact their field service technician about this matter. I do not know what else to do for Mr. and Mrs. [redacted]. I do have almost all of our correspondence saved through emails I honestly had a feeling from the beginning of this whole process that they would hard to make happy. I have spent many man hours and replaced a thermostat and am willing to replace the heat strip all at no cost to the customer. In one email they basically accused me of lying to them about the fan speed to get the job. I quoted and installed the specific equipment and sizes they requested and like I told them if I had been made aware of the issues the changing fan speeds would cause I would have recommended a different system for them. I took over as owner of Griffin January 8th 2016 I was the acting General Manager at the time of this install and I have continued to try to address their concerns with the system through this whole process. If there is anything else I can do I am glad to do so.
Thank you,

[redacted]
Owner/General Manager
Griffin Heating, Cooling, & Home Services, LLC
520 W. Main Street
Peoria, IL XXXXX
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response by Griffin Heating and Cooling per Mr. [redacted] is NOT satisfactory. We do not see a specific willingness to meet our resolution terms. If Mr. [redacted]'s statement "If there is anything else I can do I am glad to do so." is to be taken as his acceptance of our resolution request, then he should specifically state his agreement in his statement. In the attached documents we have discussed in detail specific points we feel his statements gloss over and shift to the blame to the customer.
Final Business Response /* (4000, 10, 2016/03/16) */
Prior to installation, the clients made no mention of the fact that fan speed was a decision point for them. The Amana heat pump was installed properly and according to manufacturer's specifications. At the client's request, I returned to their location numerous times to attempt to adjust the fan speed to their liking. I observed the outside unit on multiple occasions and for extended periods of time and I was never able to duplicate the fan issue that was described by the client. At that time, the clients were unhappy with the interior fan speed as well. I made several adjustments to this fan speed as well. When I had exhausted all that I could do on my own, I requested a second opinion from the Manager at the distributor of the equipment. This Manager was a previous service technician and has years of experience with Amana equipment. The Manager determined that the equipment was installed properly. Together, we got adjusted the fan speeds again. At that time, we determined that the next step to a resolution would be to replace the heat strip kit in the air handler from a 15KW to a 10KW. I offered to complete this replacement at NO COST to the client. This option would stop the fan speeds from going so high. The [redacted]'s have thus far, refused this option. The clients indicated that the internal fan speed issue has been resolved and I yet again went back to try and adjust the internal fan speed to their liking. When I learned that the clients were still not satisfied, I contacted my distributor to see if we could get a factory representative out to the client's location. From the distributor's perspective, they feel that the equipment is operating properly and it was installed according to specifications. I have been in contact with the distributor on several occasions. I spoke with the manager yesterday, 3/15/16, and he indicated that he would try to get the factory to send out a representative. I believe that we will get approval for this visit, if the client's will agree. There are escalating steps and a proper chain of command that must be taken in these cases before a representative can be sent out.
In addition to the attempted remedies above, I have replaced the thermostat as well.
At this time, I am continuing to offer to replace the heat strip kit at no cost to the client. In addition, I would like to have the factory representative come out and inspect the equipment and the installation completed by Griffin. There is no better expert to determine if the work performed by Griffin was up to manufacturer's specifications than the manufacturer's representative. Griffin will also come out, at no cost to the client, to charge the air conditioning unit. This may also help to get the system functioning to the client's approval.
In response to the client's claim that we have "blocked anyone else from working on the unit"; that claim is completely false. When the clients contacted another contractor, the contractor contacted the distributor and talked to the Manager that has previously inspected the unit and its installation. Given that the unit was installed properly and functioning according to the specification, and that Griffin had offered the remedy of replacing the heat strip at no cost, the Manager informed the contractor that the issue was being handled. Griffin has no control of the warranty decisions made by the distributor and manufacturer. In addition, Griffin does not have any control over when the factory representative will be available to look at the unit. In the only other instance where we have ever had to have a factory representative on a job, it took them over a month to respond and inspect the unit and installation.
In the client's comments it is noted that their contact in the HVAC industry agrees that a factory representative is the best next step in this case.
The statement we made in our response regarding "If there is anything else I can do I am glad to do so," was intended to mean that we will do anything else to respond to this claim. It is not financially feasible for Griffin to agree to pay for another dealer's labor considering we have no idea as to the expertise or experience of this dealer. In addition, we cannot agree to pay for any expenses that the dealer incurs going forward. We would have no discretion over these costs. Given that the complaint is filed under Griffin Heating and Cooling Systems, Inc, and we are currently a new and different entity, we are doing our best to respond to this claim. Please keep in mind that our current entity has not received any financial benefit from the client's installation. We stand behind all previous installations and work completed by Griffin Heating and Cooling Systems, Inc. however, we do not have the financial means that were associated with this entity.
In summary, we are continuing to offer the following: 1) At the advice of the distributor, we will install a 10KW heat strip kit at no cost to the client. 2) We will continue to pursue an inspection of the equipment and installation from the manufacturer field service technician and ensure that a visit takes place.
Additionally, we are offering the following: 1) We will comply with the field service technician's recommendations at no cost to the client. 2) Weather permitting, we will charge the client's air conditioning system to a satisfactory level.
We believe that the best way to resolve this issue is to follow the advice and direction of the distributor and manufacturer. Both of these entities are the experts on the equipment and the installation of the equipment.