Gundlach Plumbing & Heating

Our air conditioning unit failed to cool sufficiently during the hottest part of the day during the hottest days we had this past weekend. The team from Gundlach came to fix our problem on the same day we called (Monday). It turned out to be a relatively minor issue and we were very grateful for their honesty and expertise. Our unit is working well now. Thanks Gundlach!

Review: Gundlach has installed our last 3 home water heaters.

On 2/12/01 they installed a unit we purchased at [redacted]'s.

11 1/2 years later, on 11/29/12 the unit failed and leaked significant water through the attic floor and into the home office. They then provided and installed an AO Smith unit and installed and tested a PVC drain line to the existing pan. The installer wrote "Ran drain line for pan. All works properly with no leaks" on the work order.

2 years 10 months later, on 8/28/15 we again had a flood in our office from the water heater above. When I shut off the water to the heater I noticed the pan had overf[redacted]d and water was leaking around the Gundlach-installed drain. 2 Gundlach techs said the water heater needed to be replaced but that only the co-owner, Linda Stevens could authorize that and she was unavailable. That night, Linda called us and said the techs would be back on Monday but we could turn the unit back on long enough to take showers. We did as instructed and the pan overf[redacted]d again and the water damage to the office ceiling doubled in size.

Monday Gundlach replaced the water heater and on 8/4/15 gave us a bill for $400 labor 271.45 upgrade charges and $123.65 for material, less a "special credit" of $271.45. I called AO Smith to validate the $271.45 upgrade charge and was told the charge was $50.

I've spoken to Linda Stevens several times and at one time she offered to split the cost of the repair and the repair of the ceiling. I proceeded to have the ceiling repaired at a cost of $575 expecting Linda to negate the $523.65 invoice. At this point she reneged on the offer stating she had just found out that Gundlach did not replace the water pan so her offer was off the table. I had already paid the $575 so she now demanded the $523.

Further, she said that when my wife first reported the trouble that she said the relief valve had gone off. We are computer people..how would we even know that. She said the heater was full of sediment.Desired Settlement: We expect Linda to honor her offer to pay for either the ceiling or the billed charges. We paid our half in good faith expecting Linda to do likewise. The charge of $523.65 should be set to zero.

She has refused to take any responsibility for the errors made by her techs and blamed, earthquakes, house settling and sediment for the cause when the unit lasted less than 3 years and the one before it lasted 11 1/2 years.

Linda has made an issue out of Gundlach having not replaced the pan in 2012 when, in fact, the connected to an existing pan and ran leak tests which they documented.

It is not our fault that Linda was unaware that Gundlach had not replaced the pan. Since Gundlach did the work in 2012 the tech must have found the pan acceptable in order to reuse it and then connect a new drain to it. We believe this is just an excuse to wiggle out of the split the cost arrangement that she offered.

Business

Response:

Thank you for the opportunity to respond to the complaint of our customer [redacted]concerning the warranty replacement of a water heater in his home on August 31, 2016. Gundlach Plumbing & Heating Company, has in good faith, continued to work towards a settlement with Mr. [redacted] & Mrs. [redacted] for the water heater replacement. We agreed to give the [redacted]'s a credit of $271.45 for the upgrade changes to the new style water hea!:er which gave them a six year tank warranty for the newly mandated water heater redesigned because of the new EPA law which became effective as of this past April 2011In my last conversation with Mr. [redacted] on December 11, 2015, Gundlach offered to split the adjusted bill which is $523.65 with the [redacted]s paying $261 .82 and Gundlach would credit the, balance. Mr. [redacted] refused, stating that he would only pay $100.00 to settle the water heater replacement bill. Gundlach did not accept his offer.

Consumer

Response:

I have reviewed the offer and/or response 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.

Linda has again, misstated the facts

Review: On 6.16.2015 a Tech from Gundlach came to my house to assess the problem with my airconditioning/heating units. I have 3 units in total. The first floor was hardly working, the second floor unit was shut down. He found that the system evaporator coil was frozen on the 2nd floor. He told me that he needed to thaw the 2nd floor unit and that I needed freon in all three units. He asked me if he should check for leaks. I said "yes" because why would I want him to put in expensive freon if there were leaks. I told the Tech that I had to go to work and that my daughter would write a check. He said that he would call me to tell me if there were leaks and what situation was and what the final bill would be. He never called me. He wrote on the invoice that there were no obvious leakes. My daughter wrote a check (my signature) for $813. On or about 6.20.2015 my neighbor approached me and told me that it looked like I had leaks because the coils were frozen. Also, that day the units on the First and Second floor did not work at all and there was no freon left. I paid $535 ($360 + $175) for freon and would have never done that if I knew of leaks. I called Gundlach and told one of the owners the situaton. She said she would send someone out (I think it was on 6.20.2015). The Tech named [redacted] said that were obvious leaks. I called and told the owner that it was only right to reinburse me the freon. She said she would and she sent the estimator out on 6.23 or 6.24 to give me an estimate for 2 new air/heating units. In the meantime, I had three other estimates from other company's. I did not choose Gundlach. They were the most expensive and said they would take $369 off the price for the freon. Even though it was less than what was owed me ($535), I said "thank you." When I called and told the estimater ([redacted]) that I was going to go with another company, he said that they were not going to reinburse me for the freon. He said they they put freon in systems with leaks all the timeDesired Settlement: I would like to be reinbursed for the $535 I paid for the freon. The first Tech ([redacted]) obviously did not thoroughly check for leaks. The second Tech ([redacted]) who showed up confirmed that point and said there were obvious leaks. Also, [redacted] the estimator told me "mistakes happen," when I told him what happened and that the owner said I would be reinbursed for the freon. The owner and the estimator led me to believe that I would be reinbursed for the freon especially since the freon evaporated within 2 or so days of them filling it up and both units crashed. I had to buy 2 new units and I choose another vendor. When Gundlach heard that I was not going to give them my business, they said they were not going to reinburse me for the freon, that the freon was a packgage deal if I bought thier systems for $15.000+

Business

Response:

Dear [redacted]Thank you for this opportunity to respond to the complaint

of our long time customer [redacted] called during the week of the extreme heat in the

Richmond area. She stated the 2nd floor HVAC system was frozen think

with ice and the system was not working. The 1st floor HVAC system as

cooling so-so and the 3rd floor system seemed to be working ok.Upon arrival on June 16, 2015, the Gundlach technician

spoke with [redacted] was explained the issues she had with the systems and requested

that he check all three systems. She had to leave for work shortly thereafter

and explained her daughter would be there to write a check for the repairs when

the tech was finished. The Gundlach technician started working to unthaw the 2nd floor system. After unthawing the system and wet vacuumed the water out of the pan,

he found the system was three pounds low on Freon. The system was recharged

with Freon and began cooling.The technician started checking the first floor HVCA system

and found it was two pounds low on Freon; the system was recharged and began

cooling. He checked the third floor HVAC system and found it was one pound low

of Freon. That system was recharged and began cooling the technician stated

there were no obvious Freon leaks as he did not see any indications of oil

leaking at any of the fittings or outdoor units. He wrote up the work order and

gave it to the daughter who wrote the check in the amount of $813.00.On the following Saturday afternoon June 20, 2015 [redacted]

call the Gundlach emergency services and stated that the downstairs system was

frozen up and she had just had it repaired. She spoke with [redacted], Supervisor

on call and President of Gundlach Plumbing & Heating Company. [redacted]

agreed to send a technician out on Monday to do a Freon leak search, which is

normally $150.00, based on what [redacted] had stated. On Monday, after performing

the leak test, the technician located a leak on the indoor system coils. As the

system was 19 years old he suggested that she replace that system rather than

replace the coil. Arrangements were made to send an estimator out to give [redacted]

a free estimate to replace the system. On the morning of June 24, 2015, after

[redacted] arrived [redacted] told him the second floor system had now quit

working. [redacted] had a tech to come out to the home and recheck the system and

found a fan blower motor was bad. Due to age of the system, [redacted] asked [redacted]

to price a new system for the second floor while he was there. [redacted] also

asked could be give her some credit on the repair if she had [redacted] install the

two new systems. [redacted] agreed that Gundlack would offer her some credit toward

the replacement of the two systems. After returning to the office and reviewing

the repair bill for the pervious week, and working up the prices to replace the

two system. [redacted] called [redacted] and discussed the prices to replace the two

systems and the credit Gundlach would offer to her upon replacement of the two

HVAC systems.[redacted] called backa few days later and had decided to have

another company put in the new HVAC systems.[redacted] has been a customer of Gunlach’s for many years. This

was the main reason [redacted] offered her some credit towards replacing two

HVAC systems. The 2nd floor system had a number of repairs since

2007. It was stated to her in September of 2012, when two pounds of Freon and

other repairs were made that all the systems were in need of cleaning and

servicing. A leak check was also suggest at that time. [redacted] declined as she

had done in the years past, only wanting repairs done. In June of 2008 it was

strongly recommend that the 2nd floor system needed service

maintenance, she gain declined. June 27 2014, our service dispatch called after

repairs were made the day before to check on the repairs and to schedule the

need clean and servicing of the system as the technician had suggested. Again

she declined.Gunlach feels it has done it due-diligence through the

years in keeping [redacted] informed of the systems needs for regular service maintenance

to precent costly repairs. Our Technicians, [redacted], does not recall [redacted]

requesting a Freon leak search. If she had indeed requested a leak search it

would have had to be scheduled for a later date as Gundlach was only taking

emergency service calls for no air- conditioning for several weeks due to the

extreme temperatures.As a longtime customer, Gundlach gave [redacted]a free service

call to check the second floor system on June 24, 2015. The issue was a bad fan

motor. We gave her a free Freon leak check and also offered [redacted] some credit

towards the replacement of the two systems. Out technicians, HVAC estimator, President

and office staff has endured yelling, screaming, cursing and demands from **

[redacted] demanding her money back for the repairs.[redacted] decided to have another company install her new

systems. [redacted] does not feel that we own [redacted] anything further.Gundlach Plumbing and Heating sincerely appreciates the opportunity

you have given us to review this complaint. We will be happy to provide our

service records from 2007 to date upon your request. Thank you.[redacted]

Review: In July [redacted] hired Gundlach Plumbing and Heating to repair Heating/air unit. Unit under warranty. was told problem was the compressor which was covered. The consumer was advised that the unit was covered but parts and labor would bring the cost of repair to 1325.00.

After repairs were finished the unit still would not work, Manufacturer ([redacted]) was called out and the unit was repaired.

The consumer receives another bill from Gundlach for an additional 2357.00. She was told this was the cost of the repairs. In total the consumer was charged 3682.00. the additional 2357.00 was not advised in the original estimate.

The consumer was offered a $400.00 discount off second bill of 2357.00.

What was the 2357.00 charge for if the original repair did not fix the problem.Desired Settlement: The consumer is seeking a full explanation of charges, why additional charges were not included in original estimate and a refund since the original fix and estimated of 1325.00 did not fix the 4 year old unit

Business

Response:

Dear [redacted]:

WE at Gundlach Plumbing & Heating Company are completely dismayed to received this very serious complaint. We never would have expected to be accused of anything other than outstanding service to this customer.

May 22, 2009, Gundlach was called by [redacted] for service due to a problem with the air condition system tripping the main breaker. Gundlach did several small repairs to the system to restore the air condition and informed this customer her system was failing and needed to be replaced. Gundlach provided a written proposal for the replacement of the [redacted] heat pump with new [redacted] system. Gundlach did not install the new system.

July 15,2013, Gundlash was called by [redacted] for a problem with the air conditioning outdoor unit tripping breakers. She believed that Gundlash installed the [redacted] system in 2009. Gundlach Service Department informed [redacted] that Gundlash had only done repairs in 2009, that another company had installed her [redacted] system.

July 15,2013, upon arrival [redacted] showed the Gundlach technician her paperwork from the installation by [redacted] in 2009. The technician found the wiring from outdoor compressor burned up and the compressor was shorted to ground. An old filter dryer from the prior [redacted] had "not" been removed causing contamination to the system. The old [redacted] line had been used for the new [redacted] system. The new [redacted] system used the new [redacted]. The air return and air supply lines on the air handler unit had been blanked off. Additionally the [redacted] electric power saver equipment which had been installed on the side of the outdoor unit was causing interruption of power to the system and restricting air flow on the outdoor unit. Gundlach called [redacted] and verified that [redacted] had installed the [redacted] system and were no longer in business. Do to the issues found with the system and the original [redacted] installer was no long in business, [redacted] agreed to give [redacted] warranty for the compressor only. The customer would have to pay for labor, [redacted] and any items [redacted] would not cover under warranty. [redacted] paid $89.00 for the service call and diagnosis fee and agreed to the replacement of the warranty compressor in the amount of $[redacted].

July 16,2013, the new warranty compressor was installed; the old [redacted] filter dryer was removed on the liquid line with a new filter dryer installed on the outdoor unit. An acid flush was performed to remove contaminates and oil from the system. New [redacted] was installed and the compressor and system was started back up. [redacted] was advised again to have [redacted] remove the power savor equipment off the outdoor unit. Payment was made by [redacted] in the agreed amount of $[redacted].

July 18,2013, [redacted] called again as the system was cutting off and on. Gundlach found the [redacted] equipment was cutting the power on and off to the system. The technician noted an issue with the [redacted] starting to fail. Our customer was advised again to call [redacted].

July 29,2013, [redacted] called for a water leak through the ceiling from the indoor air handler. The technician fount eh [redacted] on the indoor handler had failed and the air handler coil was frozen up. Gundlach called [redacted] to verify warranty coverage for the [redacted] valve part replacement. This is discussed with [redacted].

July 30,2013, Gundlach installed the [redacted] valve, but after testing it was determined the system suction pressures were too low and the discharge pressure was too high. Gundlach called [redacted] technical support due to all the issues with the system from the original installation. Technical support advised Gundlach to return for a series of testing. The test we scheduled with [redacted], [redacted] tech support on the phone and Gundlach on site for the morning of August 1,2013.

August 1,2013, Gundlach returned, called [redacted] support and started a series of test. The test indicated that the air handler coil had been affected/ contamination from the old system [redacted] and would have to be replaced. [redacted] again agreed to warranty the coil parts only for replacement. The coil was replaced however the system still indicated low suction and high discharge pressures on the system. Gundlach requested an onsite [redacted]. to meet with Gundlach and [redacted]. The [redacted]. could not schedule a visit to [redacted] home for a week. Due to the high temperatures in the Richmond area, Gundlach provided and installed a window air-conditioner at no charge to [redacted], until [redacted] could make a site visit.

The [redacted]. called Gundlach to schedule the field visit to [redacted]. He stated to our technician that in order to maintain the warranty on the parts for [redacted] and do a field visit, Gundlach would need to do a report on the system by a pacific series of testing and record each test. The paperwork was forward to Gundlach and the test was scheduled with [redacted] for August 7,2013. The testing and recording work was done on August 7,2013, which took three hours. [redacted] met Gundlach at [redacted] home on the morning of August 8th. Further testing was done throughout the day and completed at 3:15pm. The [redacted]. determined that the [redacted] valve would need to be taken back out and replaced with a [redacted]. The part was ordered and the replacement was scheduled with [redacted] for August 12th. [redacted] made the comment that Gundlach had done it due diligence in resolving the issues with the customers system.

August 12th, Gundlach returned, installed the new piston and called [redacted] support to report the new improved pressure readings on the system.

In order for [redacted] to receive any warranty from [redacted] she had to call a [redacted]. Gundlach was been a [redacted] for many years. [redacted] had to diagnose all the issues and approve any parts replacement or work to the system. Gundlach was in continued contact with [redacted] and [redacted] for each repair. [redacted] from Gundlach worked with [redacted] in schedule each visit, and what would be covered by [redacted]. Gundlach's technicians spent 22 1/2 hours on site after the compressor was replaced on the outdoor unit. Gundlach only billed [redacted] for 17 of those hours. This was a $[redacted] credit. [redacted] was not billed for any of the time the office staff spent on the phone with [redacted].

September 9,2013, [redacted] called [redacted] in the Gundlach office to review the parts replacements and the charges she was responsible for to restore the system to working order and maintaining future warranty with [redacted]. [redacted] agreed to give [redacted] an additional discount on the [redacted] and materials used in the amount of another $[redacted], plus a credit for her initial payment of $[redacted] for the first service to visit on July 15,2013. Total credit to [redacted] $[redacted]. [redacted] agreed with the adjustment and stated that she would mail a check in the agreed amount for $[redacted]. To date no payment has been received from [redacted].

Gundlach believes that we gave [redacted] outstanding service. Our entire team of staff and employees worked diligently in her behalf to gain parts warranty covered for the [redacted] system.

There has been " no senior fraud" committed by Gundlach Plumbing and Heating Company it's employees or any representative of the [redacted].

Respecfully,

[redacted]. [redacted]

Co-owner