Haller Enterprises, Inc.

I have 11 properties and have spent thousands of dollars for over a decade with this company.
They used to be great until the general manager became president of the company.
A technician accidentally left a heating system run for over 24 hours while my tenant was out of town causing extreme damage to the kitchen cabinets.
They wanted me to claim this damage with my home owners insurance and I refused.
After 6 long months I received an insurance check from them and was told they no longer wanted to do business with me.
So much for being a loyal customer.
Their prices have become gauging and the company has become a total unreliable nightmare!
Would never recommend them again.

I am rejecting this response because it is totally ridiculousThe issue here is not the fact that the *** coil failed, it did and that is not in disputeThe issue is about the integrity of this company, Quality AirFacts that are not disputed are that Quality Air did install this unit in August, I have attached a copy of the *** warranty which directs the consumer as follows: "You must promptly report any failure to the installing contractor or the distributorNormally, the installing contractor from whom the unit was purchased will be able to take the necessary corrective action by obtaining through his distributor any replacement parts..." In this case, the installing contractor chose to take the position that although their firm will install units in *** County, New Jersey for *** ***, and will solicit service contract business from those clients and any other household, in the case of warranty work, they "no longer have a presence"If one looks at the website, this firm has three (3) calling numbers for South Jersey, one number for central NJ and one for NJClearly, this firm has a presence in New Jersey, they simply had no interest in doing "warranty work"With respect to the annual service, that work was done by South Jersey Gas through a maintenance contract with that firmOur choice as a consumer does not alleviate Quality Air's responsibility (as well as an expectation of the manufacturer ***) that they stand by their workThis is a totally ridiculous argument made by Quality Air in this caseThey say one thing, but their web site proves anotherThis firm is not reputable, and does not have common integrity

We called the Haller Enterprise to do a basic plumbing installation: to install a focet and a garbage disposal ( having all the motor and electric connections and drainage in place)Haller came our to do the job and gave the flat fee estimate of $The quote wasn't based on the difficulty of the job , but rather Haller's flat fee pricing: $for the focet and $for the disposal.The quote was so outrageous, it seems that Haller is trying to run its business preying on people who don't any betterObviously we didn't use Haller for the workWe got another liscenced plumber to do the same job for $the same dayIt took him only hour to do itDo not use Haller if you value your finances

">Haller
Enterprises, Incstrives to work with our customers when they are experiencing
any difficulty with product or installation.
In this situation, the installed equipment was performing within factory
specifications. The homeowner’s need for
a reduction in humidity, while understandable, was not a result of a defect in
product performance or, as was suggested by the third party, an incorrect
sizing of the equipment
Air conditioning is designed to control the
temperature in a home. While dehumidification
is a by-product of the air conditioning process, air conditioners are not
designed specifically to remove humidity.
Haller did offer options to install a whole home dehumidifier at a
reduced rate to address the customer’s concerns.
In an effort to satisfy the customer and work
with our building partner, we agreed to replace the installed air conditioner with
a smaller piece of equipment. However,
we still maintain that, based on the load calculation for this property, tons
of air is necessary to cool the house effectively and the smaller ton is
too small to handle cooling during extreme temperatures. This could result in performance and repair
issuesA document was issued to and signed by the homeowner regarding our
concerns with reducing the size of the installed equipment
Because we did not
authorize nor do we agree with the results from the third party Energy Auditor,
we did not agree to pay that $invoice.
We regret that the homeowner is not satisfied with our commitment to a
resolution and feel that we have gone above and beyond in our attempt to meet
their expectations

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

After careful investigation, we have found that the above referenced repairs were not performed by Haller Enterprises but were completed by *** *** Incbefore Haller purchased the assets of *** in June of In this purchase, Haller did not assume responsibility for any warranties or
workmanship issues caused by *** *** After discussion with the former Service Manager at ***, we did determine that *** made repairs to the *** boiler and that there was an extended wait for the parts as they were shipping from overseas Records do not indicate that any repairs were made by *** that resulted in a leak on the second floor Although we can not take responsibility for repairs made by another company, Haller would be willing to look at any exisitng issues the owner may have with the *** boiler and make recommendations for repair

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

On October 12th another member of this household called our Customer Care line and spoke to the Customer Care ManagerThe pricing and technical issues were resolved at that time.The Customer Care Manager called the customer on 10/13/to confirm that the issue was resolved and it was confirmed
that it was resolved amicably

On July 31st, our technicians made final repairs
to *** ***’s HVAC systemUpon completion of the repairs,
the system was
operating correctly following an electrical surge from the utility company’s
distribution lines on July 9th.
Due to the nature of the failure caused by a power surge, it
was difficult to determine which parts failed at the time of initial diagnosis
Our technician initially ordered the parts that he could determine absolutely
failed and in two subsequent visits he determined that the power surge caused
more components to fail than initially determined; the parts that were replaced
in successive order also work in successive order, and it therefore could not
be determined that one part had failed until the part previous was replaced
Ultimately, our technicians and the service management team
have decided that in this type of extenuating circumstance it may be best to
order all possible parts to resolve such issues in a more timely manner
However, part availability in this peak AC season affected our ability to provide
service in a more timely mannerThe final part that was needed was on back
order from the factory and only available August 7thBecause of a
good relationship with our supplier, we were able to secure the parts to resolve
the issue before August
In the next week we will be contacting *** *** to
schedule a skilled technician and a Trane representative to check the HVAC
system for proper operation following repairs from the voltage surgeAt that
time, our technician and the Trane representative will review the repairs to
confirm proper operation and confirm that the system was installed per
manufacturer’s specifications and local code requirements
Ultimately we strive to serve our customers and provide
exceptional serviceWe always appreciate the opportunity to receive feedback
so that we can further improve our customer’s experience as well as our
process

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I will get another solution, but it will not be with Haller, I'll simply check this off as a lesson learned.I currently own a restaurant, but in years prior and for most of my professional career, I was an executive in the telecom industry having over direct report ranging from sales management to engineering, customer service and administration, so I think I have a legitimate understanding of how a corporation should operate and Haller does not strike me as an organization to which I would like to be affiliated
Regards,
*** ***

The customer placed an after-hours service call on a Sunday afternoon, 8/20/17.  He had no air conditioning at that time. Before the running the service call, the technician thoroughly explained the after-hours travel / diagnostic fee and communicated that any repairs would be an...

additional charge beyond the diagnostic / travel fee.Once onsite, the tech found the thermostat for the affected system was already removed and it appears the customer was trying to replace his own thermostat.  However, the thermostat provided  by the customer did not work for his application. The tech quoted the price to provide and install a thermostat that would be applicable for this particular system. The customer declined repairs and refused to pay the agreed upon travel / diagnostic fee. The customer was then billed for the diagnostic fee since it was not collected at the time of service. On 9/12/17 at approximately 3:00pm the customer contacted Haller Enterprises about his concerns. The General Manager of the Service department spoke to the customer about the customer's concerns and explained the quoted fees. In good faith, he chose to waive the diagnostic fee for this call.  At this time, it is our understanding that the issue has been resolved with the customer.

As stated in the above complaint, [redacted] & Sons installed the gas boiler at this home on October 31, 2007.  On June 1, 2016, Haller Enterprises acquired the assets of [redacted] & Sons. At that time, the customer had an active maintenance agreement with [redacted] & Sons; this...

maintenance agreement converted to a maintenance agreement with Haller Enterprises at the time of acquisition. On January 9, 2017, a Haller technician completed maintenance on the gas boiler in question. At that time, the gas boiler was operational; however, the technician noted water on the floor at the boiler. He discovered that “there is a small drip coming from the factory relief valve. Found faulty internal expansion tank, and outlet exhaust with heavy corrosion. Parts are no longer available for this particular model, replacement is recommended.” The technician referred the customer to our replacement department to offer a free estimate to replace this boiler. On February 14, 2017, at the time of receiving this complaint, Haller Enterprises contacted the organization that carries the extended labor warranty on this equipment, [redacted] Warranty, to confirm warranty status. Per the representative for this organization, the extended labor warranty is a repair-only warranty and does not cover system replacement in the event that parts are no longer available. If the customer would like to confirm the warranty status, [redacted] Warranty, a company available at-###-###-####, underwrites the extended labor warranty. [redacted] Warranty requires the equipment serial number to track the warranty. At the same time on February 14, 2017, Haller Enterprises also contacted our distributor who previously carried [redacted] brand equipment. Our distributor confirmed that they were unable to locate any parts for this equipment. When the [redacted] warranty was sold during the install in question, it was sold as a third-party warranty, meaning the warranty was an agreement between the customer and the warranty provider and did not include the installer as part of the warranty agreement. Most extended warranty agreements are written this way so that the customer has the option to use any authorized service provider to maintain their equipment rather than be obligated to one provider. Therefore, at the time of acquisition in June 2016, [redacted] had no active warranty obligation to the customer for said boiler.  The only agreement [redacted] carried was to provide regular maintenance on the boiler; an obligation that Haller Enterprises continued to fulfill. At this time, Haller Enterprises has exhausted any means to locate parts for this equipment and, unfortunately, the originally acquired [redacted] Warranty, does not cover system replacement. Haller Enterprises would be glad to discuss options with the customer to replace the gas boiler and offer financing, if available, to assist the customer.  Unfortunately, we cannot offer system replacement free of charge. The customer is welcome to contact Haller Enterprises at ###-###-#### with any further questions or concerns.

On Saturday, July 1st, a Haller Enterprises electrician arrived for a service call at the customer’s home. The request from the customer noted that several areas of the home did not have electrical power. Upon arrival, the electrician noted that the panel was defective due to pitting and charring on...

the panel’s buss bar. Due to the nature of the failure, and the fact that customer did not have power to many areas of the home, an emergency panel replacement was scheduled for Monday, July 3rd. On July 3rd, the electrician replaced the failed panel. When completing his final tests on the panel, it was determined that there also appeared to be issues with the line supplying power to the panel. The customer then contacted [redacted] electrical utility and [redacted] performed a load test which determined that the underground neutral wire also had a failure. Per the [redacted] technician’s instruction, our electrician tapped the ground rod from the neighbor’s home to the customer’s home to provide a safe, temporary solution so that the customer would have full electrical power. The customer then decided to contact their homeowners association to determine if the association was responsible for the additional underground repairs needed. Haller Enterprises offered to provide an estimate to replace the underground wiring if the customer so desired. On July 5th, at approximately 9:30AM, the customer contacted our Customer Care team to request the failed electrical panel. Immediately upon receiving this request, our team contacted the electrician and then our warehouse staff to locate the failed panel. Unfortunately, the panel had been received by our warehouse staff with the electrician’s trash early that morning and had been disposed of in our trash compactor. When it was determined that the panel had been compacted and was irretrievable, the Customer Care Manager called the customer’s home phone number and left a voicemail explaining this at approximately 10:35AM. Given the course of events, and because Haller Enterprises cannot produce the electrical panel to confirm diagnosis, Haller Enterprises has agreed to refund $500 to the Hall’s. This refund will be processed within the next 5 business days and a refund check will be sent via mail to the customer’s address on file.

Haller Enterprises was not aware that the customer was without hot water through the month of February. When the Haller technician was on-site in January, he noted that the factory relief valve and expansion tank appeared to be leaking but that it was still producing heat and hot water at that time. Knowing that there would be an eventual failure, we encouraged system replacement due to a lack of available repair parts. It is never our intention to leave a customer without heat or hot water and we would have installed a replacement unit immediately had we received approval from the customer. During regular maintenance, Haller technicians always check for leaks and signs of failure. If there was a leak in the year prior to Haller's visit, it is very likely there would also have been a failure as these units cannot leak for long periods of time without showing signs of malfunction. Although it was previously serviced by an [redacted] technician, records indicate that there was no sign of a leak during those regular maintenance visits. Unfortunately, as with most mechanical equipment, not all failures can be predicted. Ideally, we would like to see either the manufacturer or the warranty company assist in this replacement as, ultimately, they covered the warranties associated with the installation. We have investigated this option and were offered no assistance from the warranty company and the manufacturer is out of business; after continued research no replacement parts could be located. If the customer would like to explore a replacement option, he would qualify for a $250 System Replacement Rebate due to his status as a One Call Club maintenance customer. In addition, we would be willing to help alleviate the costs by finding the most economical application. Customer Focus is a guiding principal at Haller Enterprises and we are willing to work with [redacted] to find a reasonable solution to this problem. Although we cannot commit to cover all the costs of system replacement, we would be glad to once again schedule a [redacted] to provide a free estimate to replace this system and offer financing and any other rebates and discounts available. Our desire is to serve the customer and find a solution to resolve these concerns. If interested, [redacted] is welcome to contact Haller Enterprises at 888-625-1500 to schedule an estimate so that a resolution can be found.

I called Haller to troubleshoot my central AC which was not getting cold enough ,I thought I'd call a professional company no matter what the cost would be in order to get to the bottom of the problem ,the technician gets to my house and tells me that just for coming to my house the charge is $99 ,if I wanted him to connect his instrument and trouble shoot the unit it would be an additional $100 ,I said fine ,after 10 minutes of troubleshooting he tells me there must be a clog in the system and most likely it is in the small cylinder that distributes the refrigerant to the coil ,I ask him to give me an estimate and he comes up with this crazy story to repair it and an astronomical quote of $2300 ,he also advised me that if it was him he would not spend that kind of money on a 15 year old unit and suggested I replace it with a brand new unit for ROUND 5-6K ,at that point I was very suspicious of his intent ,why such a outrages quote for a repair that did not seem like that complicated and required very little in parts ,I a paid the guy $200 and was back to square one, not being very convinced of his advise ,I proceed to call another technician ,he told me that problem could be in the expansion valve ,I ordered the part for $60 and it took him 1 hour and 1/2 to replace it ,charged me $150 and the unit runs like a swiss watch now a total of $210 problem solved, and haller's only objective was to sell me a new unit for 6k ,you draw your own conclusions on this company ,based on my experience I would not recommend this company to anyone,a company with very unethical practices .

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

On June 8, 2015, Haller Enterprises installed a minisplit air conditioning system at this customer’s home. On August 10, 2016, the customer contacted our team due to no air conditioning. A technician from Haller Enterprises arrived and found that the blower wheel was clogged with dust and dirt which...

was not allowing the air conditioning to operate effectively. At that time the tech determined that the clogged blower wheel was not a manufacturer or installation issue, but instead a maintenance related issue that may have been caused by either the customer not cleaning the filter enough, or simply caused by the quality of the air in the home. The technician quoted $391 to disassemble the indoor unit to clean the blower wheel to resolve the no air conditioning issue. The customer did not approve these repairs on August 10, 2016. The technician collected the $79 diagnostic fee at that time. Haller Enterprises contacted the customer following the above complaint to resolve the issue. Upon first conversation with Customer Care Manager on August 11, 2016, an offer was made to return to complete the blower wheel cleaning and a maintenance at a total of $168 or monthly payment of $14 per month for 12 months; it was offered to refund the $79 diagnostic fee if the customer signed up for this maintenance program. At that time the customer wished to speak to spouse and would return call with decision. On August 15, 2016, Haller Enterprises again contacted customer to discuss resolution and a voicemail was recorded for customer. The customer returned this call and unfortunately the contact at Haller Enterprises was on the phone and missed the call. The customer recorded a voicemail on August 15, 2016, and noted that they had another company resolve the cleaning / maintenance issue. In the voicemail the customer requested the $79 diagnostic fee be returned to the customer. After multiple attempts to reach the customer via phone to finalize this concern, Haller Enterprises has refunded the $79 diagnostic to the customer’s credit card as of August 17, 2016.

Haller
Enterprises, Inc. strives to work with our customers when they are experiencing
any difficulty with product or installation. 
In this situation, the installed equipment was performing within factory
specifications.  The homeowner’s need for
a reduction in humidity, while...

understandable, was not a result of a defect in
product performance or, as was suggested by the third party, an incorrect
sizing of the equipment. Air conditioning is designed to control the
temperature in a home.  While dehumidification
is a by-product of the air conditioning process, air conditioners are not
designed specifically to remove humidity. 
Haller did offer options to install a whole home dehumidifier at a
reduced rate to address the customer’s concerns.  In an effort to satisfy the customer and work
with our building partner, we agreed to replace the installed air conditioner with
a smaller piece of equipment.  However,
we still maintain that, based on the load calculation for this property, 3 tons
of air is necessary to cool the house effectively and the smaller 2.5 ton is
too small to handle cooling during extreme temperatures.  This could result in performance and repair
issues. A document was issued to and signed by the homeowner regarding our
concerns with reducing the size of the installed equipment. Because we did not
authorize nor do we agree with the results from the third party Energy Auditor,
we did not agree to pay that $600 invoice. 
We regret that the homeowner is not satisfied with our commitment to a
resolution and feel that we have gone above and beyond in our attempt to meet
their expectations.

This is ridiculous. At this point, I would ask that an impartial representative at the Revdex.com make a determination. On previous submittals, I have shown that this firm, Quality Air, does in fact maintain an interest in South Jersey. If you go to their website, attached again for your convenience, this firm maintains no less than three numbers for South Jersey, one from Central Jersey and one from North Jersey. As far as them servicing "[redacted] NJ", they installed the system, and actively solicited me for a maintenance contract (which actually offered very little value). As far as geographic proximity, [redacted] NJ is approximately 15 miles from the [redacted] Bridge and equal distance to the [redacted] Bridge. [redacted] is not in some distant, rural place in NJ, it is basically a suburb of [redacted], the 5th largest metropolitan area in the United States.
I continue to assert that this firm is not a quality firm, that they have no integrity, and they do not stand by their work. As far as the language in the [redacted] warranty, congratulations to them: They provide contingencies to allow the consumer to get relief from sg firms like Quality Air.

On July 22nd, Haller Enterprises contacted [redacted]
[redacted] to resolve the billing issue per the customer’s request. After...

discussing
all concerns we came to a mutually agreeable solution to resolve the
outstanding invoice.
It is our standard procedure to quote and communicate
necessary repairs before completing them; in this circumstance the actions of
the technician fell outside of our normal protocol and we adjusted the
customer’s invoice to reflect this error.
We always appreciate the opportunity to receive feedback so
that we can further improve our customer experience as well as our process. We
will utilize this opportunity to coach our technicians and our entire staff the
importance of clear communication.