Ground Source HVAC

[redacted] We are in receipt of email from you, regarding complaint [redacted] submitted to Revdex.com on 4/23/This complain references my work on a home to install a [redacted] My view, as well as that of my co-worker is clearly in contradiction to his statements He begins with the accusation that we ate and left trash in the middle of the floorShould evidence that this behavior would be unbelievable be helpful, securing brief testimony by phone or in writing, from any or all of my prior customers would prove this to be very unlikely, at the very least and at the worst, entirely fraudulentWe can easily procure this testimony if you feel that it would be helpfulWe have, in fact, received multiple unsolicited remarks from clientele, about how much they appreciate and find our attention to this detail, refreshing His next assertion is that he asked us to inform him before cutting any joists or memberHe did not make this requestAn 8” crack in his ceiling was clearly visible, upon our arrival to start work and it was this same crack that he pointed to, in an attempt to validate his accusationWe were not aware of his wife being on the premises at all, let alone that anyone screamedThere was no screamNothing fell, nor did he yell, “Stop,” at any time to my co-worker upstairs, or myselfThe assertion that I, *** laughed and made sarcastic, rude or provocative remarks, when addressed by a distressed customer, is completely out of characterIt is behavior that I would never considerAgain, this would be born out by speaking with prior customers or co-workersAdditionally, he did not express any distress and there was nothing to be distressed aboutIf one of our customers expresses a concern, while we are working in their homes, we quickly address itWe like repeat business and word of mouth referralsArrogance such as he is suggesting, would do us no favors, even if only from the latter standpoint Regarding his next remark, that I called my insurance company and that he spoke with them, “too” is mis-leading and an assumption, consistent with his other statements and poor reportingTo begin with, I called the company from my home, (which he had no way of knowing) and was then informed that he had indeed maximized these, “damages, ” as opposed to his account in which he states that he, minimized, themMy insurance company decided to pay, rather than dispute it's validityHis account of the chronology of events, is also fictitiousHis having no notion of my conversation with my insurance company is mentioned here, only because it is another example of his inconsistencies and points to his fabrication of this entire scenarioNo pictures were ever presented to document his assertionsThis is likely because any picture would support my statement about a previous cutThis was possibly for his own financial gains It is true that after informing him that we would not work at his address , which is due to his having already made a claim against us, in which he depicted us as incompetentWe frankly told him again that we would not work on his property, seeing as he had placed himself in the position of an adversary, when he made claims against usIt is only common sense that it is not wise to work on a customer's property, once he has made costly, as well as false, claims against your companyHe would not accept this and continued with multiple calls, even after being clearly refused and told why, twiceWe addressed the calls with diplomacy For the record, we have never once performed faulty wiring and have great respect for the importance of this aspect of our workThis accusation is absolutely and outrageous to usWe are very proud of our work and have upheld our reputation, standing behind our work, since it was established years agoAs we have stated, our work is public record and our customers are very satisfiedBelow, find our mechanical analysis of the work: 5/19/This incident started when we were installing an air handler in the atticThe attic is an addition over the first floorA section of the old roof had not been removed and was in the path we needed, to bring the line set to the air handlerWe found a rafter in the old roof that had been severed ( see “A” in the drawing)This would mean that, this particular rafter was more of a structural liability, than a supportWe made another cut (see “B” in the drawing) and removed about feet of rafter, to allow room for the line set to access the area where the air handler was positionedSoon thereafter, the customer came up to the attic and said nothing about his ceiling, until we showed him how we had routed the line setThis is when he made the assertion that we had cut a supportWe showed him that the rafter had already been compromised by a previous cut, which was apparent because it was obviously an old cutHe then showed us an inch crack in the first floor ceiling, which we, as previously mentioned, we had noticed before we began work in the atticWe have done our best to reason with him

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*** *** *** *** In haste, I submitted the rough draft of my response to this complaint. I received and *** *** ** *** *** *** *** * *** *** *** * *** * *** * ** The complaint number is in this attachment. I could not manage to re-submit and I attached the rough draft accidentally, while attempting to attach a picture of the situation. Please accept this final draft as my response. I will await some confirmation of this letter, or cal on Monday, Revdex.com in Philadelphia was closed when I finished. Thank you I advance for your anticipated courtesy, Donald KH***

[redacted]     We are in receipt of email from you, regarding complaint [redacted] submitted to Revdex.com...

on 4/23/17. This complain references my work on a home to install a [redacted] My view, as well as that of my co-worker is clearly in contradiction to his statements.   He begins with the accusation that we ate and left trash in the middle of the floor. Should evidence that this behavior would be unbelievable be helpful, securing brief testimony by phone or in writing, from any or all of my prior customers would prove this to be very unlikely, at the very least and at the worst, entirely fraudulent. We can easily procure this testimony if you feel that it would be helpful. We have, in fact, received multiple unsolicited remarks from clientele, about how much they appreciate and find our attention to this detail, refreshing.   His next assertion is that he asked us to inform him before cutting any joists or member. He did not make this request. An 8” crack in his ceiling was clearly visible, upon our arrival to start work and it was this same crack that he pointed to, in an attempt to validate his accusation. We were not aware of his wife being on the premises at all, let alone that anyone screamed. There was no scream. Nothing fell, nor did he yell, “Stop,” at any time to my co-worker upstairs, or myself. The assertion that I, [redacted] laughed and made sarcastic, rude or provocative remarks, when addressed by a distressed customer, is completely out of character. It is behavior that I would never consider. Again, this would be born out by speaking with prior customers or co-workers. Additionally, he did not express any distress and there was nothing to be distressed about. If one of our customers expresses a concern, while we are working in their homes, we quickly address it. We like repeat business and word of mouth referrals. Arrogance such as he is suggesting, would do us no favors, even if only from the latter standpoint.   Regarding his next remark, that I called my insurance company and that he spoke with them, “too” is mis-leading and an assumption, consistent with his other false statements and poor reporting. To begin with, I called the company from my home, (which he had no way of knowing) and was then informed that he had indeed maximized these, “damages, ” as opposed to his account in which he states that he, minimized, them. My insurance company decided to pay, rather than dispute it's validity. His account of the chronology of events, is also fictitious. His having no notion of my conversation with my insurance company is mentioned here, only because it is another example of his inconsistencies and points to his fabrication of this entire scenario. No pictures were ever presented to document his assertions. This is likely because any picture would support my statement about a previous cut. This was possibly for his own financial gains.   It is true that after informing him that we would not work at his address , which is due to his having already made a claim against us, in which he depicted us as incompetent. We frankly told him again that we would not work on his property, seeing as he had placed himself in the position of an adversary, when he made false claims against us. It is only common sense that it is not wise to work on a customer's property, once he has made costly, as well as false, claims against your company. He would not accept this and continued with multiple calls, even after being clearly refused and told why, twice. We addressed the calls with diplomacy.   For the record, we have never once performed faulty wiring and have great respect for the importance of this aspect of our work. This accusation is absolutely false and outrageous to us. We are very proud of our work and have upheld our reputation, standing behind our work, since it was established 8 years ago. As we have stated, our work is public record and our customers are very satisfied. Below, find our mechanical analysis of the work:   5/19/17 This incident started when we were installing an air handler in the attic. The attic is an addition over the first floor. A section of the old roof had not been removed and was in the path we needed, to bring the line set to the air handler. We found a rafter in the old roof that had been severed ( see “A” in the drawing). This would mean that, this particular rafter was more of a structural liability, than a support. We made another cut (see “B” in the drawing) and removed about 2 feet of rafter, to allow room for the line set to access the area where the air handler was positioned. Soon thereafter, the customer came up to the attic and said nothing about his ceiling, until we showed him how we had routed the line set. This is when he made the assertion that we had cut a support. We showed him that the rafter had already been compromised by a previous cut, which was apparent because it was obviously an old cut. He then showed us an 8 inch crack in the first floor ceiling, which we, as previously mentioned, we had noticed before we began work in the attic. We have done our best to reason with him.