Haller Enterprises, Inc.

On November 10, 2008, a [redacted]
dehumidifier was installed at this customer’s home. The unit failed and was
replaced July 21,...

2009; this replacement was covered by both Haller
Enterprises’ one year labor warranty as well as the manufacturer’s 5 year part
warranty.
When it was discovered that the
dehumidifier had failed on September 11, 2014, our technician on site was then
in contact with our HVAC Service manager. At that time, it was determined that
the unit had failed outside of the manufacturer’s 5 year part warranty period;
however, due to this second failure within a short time, Haller Enterprises and
our supplier offered to replace the unit with a newer [redacted] model at no
cost (including no labor cost) to the customer.
The customer did not feel
comfortable installing another [redacted] dehumidifier in their home due to the
concerns with the previous units. After discussion with our supplier, Haller
Enterprises was able to secure a [redacted] brand dehumidifier in the place of
the [redacted] dehumidifier.
Over the course of the last week,
we have been in contact with our customer to resolve this issue. At the time of
this writing, the customer is determining whether they will approve this offer
to replace their unit with a similar unit from another manufacturer. When we
receive approval from the customer we will then order the unit and install at
the customer’s home.

On November 10, 2008, a [redacted]
dehumidifier was installed at this customer's homeThe unit failed and was
replaced July 21, 2009; this replacement was covered by both Haller
Enterprises' one year labor warranty as well as the manufacturer's year part
warranty
When it
was discovered that the
dehumidifier had failed on September 11, 2014, our technician on site was then
in contact with our HVAC Service managerAt that time, it was determined that
the unit had failed outside of the manufacturer's year part warranty period;
however, due to this second failure within a short time, Haller Enterprises and
our supplier offered to replace the unit with a newer [redacted] model at no
cost (including no labor cost) to the customer
The customer did not feel
comfortable installing another [redacted] dehumidifier in their home due to the
concerns with the previous unitsAfter discussion with our supplier, Haller
Enterprises was able to secure a [redacted] brand dehumidifier in the place of
the [redacted] dehumidifier
Over the course of the last week,
we have been in contact with our customer to resolve this issueAt the time of
this writing, the customer is determining whether they will approve this offer
to replace their unit with a similar unit from another manufacturerWhen we
receive approval from the customer we will then order the unit and install at
the customer's home

[redacted]
Roman', serif;">This is in response for customer [redacted] [redacted]
 
On August 2 2010 we gave an estimate to **. [redacted] as we are a part of the at [redacted] servicers program for [redacted].  The contract is attached the warranty is 10 years on the Compressor and Coil parts and 5 years on all other parts with one year labor from time of install.  The install was on August 12th 2010.  According to our records they never any preventive maintenance  done since it was installed.  We received a call requesting service on April 25th and we told **. and [redacted]. [redacted] no longer service that area but [redacted] still does and we referred the to call the [redacted] and they would send out the new service provider for that area.  The warranty is with the manufacture [redacted] not Quality Air or [redacted].  
 
 
[redacted]
Quality Air
138 Front Street
Quakertown, Pa 18951
###-###-####
###-###-#### Fax
www.qualityair.com

Haller installed equipment for this customer in August 2015.  Shortly thereafter, the customer experienced an issue with the system.  At that time, Haller stood behind the product we installed and corrected the issue by replacing his indoor unit with another new piece of equipment....

Unfortunately, the customer experienced another issue on July 7, 2016.  Our service technician responded immediately, determined the problem and requested repair parts.  We were able to find a repair part that would normally have a 12 to 14-day lead time and install that part the next business day. Because this occurred over the weekend and we were not able to obtain the part until Monday morning, the customer experienced no cooling after the initial charge leaked out.  In an effort to alleviate the situation, our Service Manager offered to deliver and install 2 window air conditioners for temporary cooling.  This is an option we normally offer to people who have medical issues and cannot be without air conditioning for more than a short period of time.  However, given the age of the equipment and in an effort to help the customer as much as possible, our Service Manager felt it was the right thing to do.  The customer at first accepted and then declined our offer to install the window units on Saturday.    The necessary repair was completed on Monday and the system was up and running by the end of the day.  Although we can understand the customer’s frustration, especially with the warmer weather over the weekend, we believe that Haller did respond in a timely fashion, remaining in constant contact with the customer over the weekend, and did offer options to keep the customer comfortable during this process.  As the customer stated, machines fail which is why they come with warranties.  Despite the fact that we have no control over a manufacture defect, we stand behind the products we install; making every effort to resolve issues as quickly as possible.

In response see attached warranty that **. [redacted] provided it states   in the 7th paragraph HOW TO OBTAIN WARRANTY PERFORMANCE:  You must promptly report any failure covered by this warranty to the installing contractor or the distributor.  Normally the installing contractor from whom the unit was purchased will be able take the necessary corrective action by obtaining through his air conditioning distributor any replacements parts.  If the contractor is not available, simply contact any other local contractor handling the manufacture's air conditioning products.  The name and location of a local contractor can usually be found in your telephone directory or by contacting an air conditioning distributor which carries the manufactures's product.  If necessary, the following office can advise you of the nearest distributor.
P.O Box 17010
5600 Old Greenwood Road
Fort Smith, Arkansas 72917-7010
###-###-####
 
As I stated before we do not service [redacted] NJ. anymore if we did we would be more then happy to do the work. 
I am sorry for the issues they are having with the coil but [redacted] who has been servicing the unit is highly  qualified to replace the coil as stated in the warranty attached and from the paragraph I typed in above.

New gas furnace and ac system installed. 6months later duct work completely rusts out above furnace. New ductwork. Haller says it's not their fault. Says I caused it by having a water leak in which I did not have or I put a humidifier in the basement also did not happen. Customer service gives me a run around. Very unhappy.

Review: Haller Enterprises installed a basement dehumidifier and within the initial warranty the unit required replacement with a brand new same company unit. The 2nd unit broke again now 1 month "out of warranty" The model is discontinued and initially Haller was not going to honor anything. When told that I was calling the Better Buisness Bureau there was some willingness to offer the same brand unit again. I told them I do not want a 3rd [redacted] product so it would break again out of warranty and need to go through this again. I told them they should be responsible for providing a different more reliable product. The unit and installation costs were approximately $2500 and was installed about 5 years ago. We are loyal customers and even have service plans with this company.Desired Settlement: Refund so I can find a new Company or replace with new reliable unit

Business

Response:

Review: July 9th 2014 there was a power outage and resulting surge when power came back on. HVAC system not working. Called Haller enterprises, they installed system 3 years ago, $13,000, purchased through local Home Depot; Haller service man came out on the 10th and said they would have to order a part. Took until the following Saturday for part to come in and 2nd visit scheduled. That part didnt do it so ordered 2 more parts and they didn't come in and 3rd visit scheduled until today, July 28th. Still not fixed, now have to order new blower motor and wait til that comes in....... I feel the entire unit is toast. There should have been some type of surge supression on this unit if the electronics are that sensitive to variations. They did the install and wiring completely. There responses have been well when the parts come in we'll try to see if that does it. I feel that I should have at least been compensated with some loaner portable air conditioning. I asked service manager, Erin Gosher, for these loaners and he said that "he gives them out to friends". After I talked to another service manager, forgot his name, he said oh yes the service managers will on their own dime lend these out to some customers, usually the elderly. When I explained tha both my sons hane severe asthma and one pet has already died, he said he was sorry but there weren't any available. Their service managers Eric K[redacted] ###-###-#### ext-[redacted] also said today "yes mistakes were made and we should have done things differently." I am a "Preferred Customer" with full service contracts I would hate to see how they treat regular customers. I got the name of an upper management person in charge of service, Don N[redacted], but he didn't return my calls. I am unsure where things stand now, but it is hard to juggle this and fight the utility company and deal with my homeowners insurance and work full time also. I would rate their service managers as poor and incompetent.Desired Settlement: complete new system installed at no cost to me. I also would like a manufacturer's rep to approve the installation as the best possible for the structure, sometime this summer.

Business

Response:

Review: Haller tech responded to my request to fix blocked drain from AC. Upon arrival at my home at [redacted], PA, which is presently rented, he insisted on referring to it as an investment property during his call to me to tell me my extended warranty would not be honored. I told him to fix the blocked drain anyway which he did by cutting the PVC pipe & making some adjustments & then testing for full flow of water through the drain. I then received an invoice for the following:No AC. system low on charge. added 3lbs refrigerant & performed leak search. The AC was working when he arrived, I never authorized a leak search as there was none, there was no mention of fixing the drain which is what I had authorized & I don't think it needed 3lbs of refrigerant as the AC was working, just had water overflowing the drip pan because the drain was blocked. I personally feel that his fixation on my home being an "investment" plus I was a senior citizen living in FL contributed to the final bill. Again, no mention of what he really fixed was on my invoice.Desired Settlement: Billing to reflect actual repair needed & honor my extended warranty if applicable.

Business

Response:

Review: Our family purchased a furnace from Haller Enterprises. We had a working, but aged, existing unit which no longer would "push" heat up to our second floor bedroom.

Heating this area of the home, I stressed to him, was the main objectives of updating our furnace.

We obtained three quotes and then purchased a new high-efficiency furnace from a Haller. The salesperson promised us that the unit he was selling us would get heat to the second floor of our home.

Many installation problems occurred including: incorrectly installed intake/exhaust pipelines, leaking pvc pipelines, and the need for an unsightly, and a huge 10"x12" hole in the plenum (air supply side of the unit.)

Almost $3700.00 later and the salespersons promise never materialized.

HVAC Techs had been out to see if they could figure out the problem. They all concluded the same thing: the ductwork was too small for the unit.

One of the techs even said that he did not feel comfortable with leaving the door to the furnace room closed and insisted that we remove the "entire door from the hinges" for fear of carbon monoxide poisoning!

Haller now claims that my wife and I were informed about our ductwork situation. This is a completely false statement from Haller.

The need to upgrade ductwork was never presented by my salesperson. I have paperwork signed by the salesperson, installers and contract itself to this fact.

Now, Haller has provided us with a "bargain" estimate of $3600 to replace our existing ductwork so that this unit will function properly.

Haller has created a unethical, unsatisfactory and unsafe condition for my family.

1. Haller removed our old, yet fully functional furnace that worked fine with our existing ductwork, however, it was not strong enough to heat the second floor.

2. For $3700.00 they replaced it with a new furnace, that I'm told by their techs is overworking because it's "starving" for air and still "does not heat" our second floor. It's my opinion that it's lifespan has also been greatly reduced.

3. We now have a furnace room without a door and live in constant fear of carbon monoxide poisoning.

In closing our records indicate:

1. paperwork signed by their own salesperson: "Is the ductwork properly sized to meet the requirements of: system airflow and standard velocity? He checked. "Yes"

2. paperwork signed by their own installers stated that the ductwork was sufficient.

3. "The Haller Guarantee" - "We offer you absolute peace of mind knowing that you have received the most for your money. We will never sell anyone something they don't want, don't need, can't afford or "doesn't make sense." (initialed by salesperson) I don't think it "makes sense" to sell and install a furnace knowing it has undersized ductwork.Desired Settlement: 1. Upgrade existing ductwork to point at which current unit functions properly. (within specified factory parameters) Including heating 2nd floor as originally sold by salesperson. (at 100% Haller expense.)

2. Remove present furnace unit and replace with one that functions properly with existing ductwork. (at 100% Haller expense)

3. Honor Haller 100% Satisfaction Money Back Guarantee. Remove present unit so another unit may be purchased and installed. (at 100% Haller expense)

Business

Response: