Grogg's Heating & Air Conditioning Inc

One of the owners talked with the customer and they came to a solution. The customer and Grogg's are satisfied with the results from the conversation.Thanks, [redacted]Operations Manager

Dear* [redacted]     In response to the letter you received from Groggs & Mr[redacted] we have the following to reply:1. It was the recommendation of M[redacted]roggs Home Inspector, that return air registers be elevated 6 ft. above the floor. Yet Groggs installed all the return registers on the floor. We we charged $1,920 for said ductwork.2. Mr[redacted] also stated that all ducts connected to the furnace be cleaned. Yet we paid Groggs $625 for whole house air duct cleaning.3. Mr[redacted] additionally recommended that furnace blower & duct phlegm be cleaned & sanitized. Yet we were charged $6,643 for a brand new York Furnace (the blower being inside the newly installed York Furnace).    Because it was the recommendation of the two Home Inspectors that we hired, that all ducts be wrapped & sealed; we will agree to have the fine dust matter resolved AFTER Groggs completes the work.     Thank you very much, [redacted] for your sincere attention to this matter.[redacted]

Grogg's Heating & Air Conditioning, Inc. warrants all service work performed for one year. When a customer receives a service that is not satisfactory or a repair performed does not solve the original problem, we will return to rectify any issues at no cost to the customer.  In this case the customer did not reach out to the company to give a second opportunity to address any concerns they had. When customers do not allow the company the opportunity to resolve any concerns, we have a policy that we will not refund those transactions . This customer decided to contact another company, requested a full refund by letter and stated that any form of communication was to be in written form is completely unacceptable. The transaction that day consisted of a $73.00 Service Fee and a $29.00 Level 1 Repair for cleaning the flame sensor and checking operation.  Attached is a copy of the invoice.

We did receive her letter and it is in the possession of the owner.  I will follow up with her today regarding this incident. Unfortunately the employee involved in the complaint is on a leave of absence so I cannot question him about his.  I will have a formal response to you by the end...

of the week.Thanks,[redacted]Operations Manager

I am in receipt of the copy of [redacted] response to our answer on complaint [redacted]7 dated 10/11/2017. Thank you once again for allowing us to respond and to provide the Revdex.com with our account of the facts. Attached please find a copy of the inspection we paid for on behalf of [redacted] You will find that Inspector [redacted] attributes the problem of the dust, dirt and dander being circulated through the living space to the 4 large dogs who have fluid access to both the indoors and outdoors, bringing with them the very particulate in question which is now being circulated throughout the home by the properly sized furnace blower and return ductwork installed by Grogg's Heating & Air Conditioning. This has always been and continues to be our position as well. I have included the attachment for your and [redacted] benefit, to show that our position is grounded in fact and that we are in no way attempting to avoid any responsibility that we may have in this matter. However, in keeping with our tradition of excellent customer service, our excellent and longstanding record with the Revdex.com, and always extending the benefit of the doubt to the customer, I am offering at this time to seal [redacted] ductwork according to the findings of their privately hired inspector. Please bear in mind that I am not of the opinion that sealing the ductwork will fix the [redacted] dust problem so long as the dogs enjoy fluid passage between the outdoors and indoors. Please also bear in mind that duct sealing was not quoted as part of the original scope of work and it has not been paid for. Grogg's will perform this service at no charge to [redacted] solely in the interest of resolving this complaint. In closing, please also let the record show that the remediation proposed by the [redacted] has evolved over time and has not been consistent. First, the [redacted] insisted that we remove the furnace and air conditioner and replace them with an "Energy Star" unit so as to say that an energy star unit with the same size blower and return would not circulate dust at the same rate. They allegedly requested this on advice of their physician, who would presumably know very little about the heating and air conditioning trade. However, we originally agreed to their demand In exchange for an executed held-harmless agreement which they refused to sign. We declined to perform the unnecessary work on their refusal to hold us harmless for the same. The F[redacted]s then insisted that we remove all equipment installed and refund them in full. This was not an option as the equipment that we installed was installed perfectly and to code and was not returnable to the manufacturer in any case. Now the [redacted] are asking us to seal the ductwork which is a service that they have neither requested nor paid for to date.  We are willing to do the work to put this behind us. I am asking in advance that this complaint be dismissed if and when the [redacted] resurface with a new complaint that is not relevant to the reason that their house is full of dust.Sincerely,[redacted]Grogg's Heating & Air Conditioning