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Hannabery Electric, Inc.

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Reviews Hannabery Electric, Inc.

Hannabery Electric, Inc. Reviews (13)

---------- Forwarded message ----------From: *** *** Date: Mon, Apr 20, at 8:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** *** ***, Attached is the field reports from the company we had to hire because Hannabery was giving us the run around The population in this building is elderly and disabled As you can see they did not even wire the system properly which case the secondary heat pump to blow They should be accountable for this. Denise *F*, AHM | WinnCompaniesProperty Manager T ###-###-#### | F ###-###-####* ** *** ***, Bethlehem, PA ***@winnco.com www.winncompanies.com

Dear Revdex.com Representative We have received the complaint, but have been unable to review the facts for our response within the requested time due to an extensive vacation of a key person required to review the matter with, as well as a disaster we are dealing with which
occurred at one of our facilities early this week Please allow us additional days for our response Thank you for your consideration of this request

July 10, 2015
Dear [redacted], The below is the history for [redacted]:11/19/14 Call for insufficient heat-Tech found 2 lbs low on
charge outside temp was 30 degrees. Did leak check with 55lb. standing
pressure. Could not find any leaks at that time. “OPERATING...

WITHIN
SPECIFICATIONS -indoor air temp was 70 degrees temp split 19 degrees. Customer
was billed $105 for trip charge $144.50 for refrigerant11/20/15 Customer called 9:46 AM to report no heat. They did
not call overnight for emergency service. First tech was troubleshooting system
and was finding the reversing valve was sticking in defrost mode this would
cause it to intermittently blow cold air. This was not happening the day
before. He called for a second tech to assist as it was approaching the end of
his shift.  The two of them had to boost
the pressure in the system with nitrogen to 400 lbs to locate the leak which
could not be found with the standing pressure of 55 lbs the day before. This is
normal protocol for difficult to find leaks.To make the needed repairs it was estimated to be approximately
$3,500 at which point we recommended the customer consider a replacement.We did have a total of 7 man hours and did not charge
anything for the extra diagnostic services provided.We heard nothing from the customer until 12/22/14 when her
CC was declined.  We called and left her
a message which she did not respond to until 12/30/15.Our Accounts receivable person returned her call and left a message
regarding her account. We received no reply and left her another message on
1/6/15 stating she would be receiving a 10-day collection letter. 1/20/15 Letter
was sent and customer called 1/28/15.We reviewed her complaints and explained our position.
She claimed other company accused us of installing wrong motor the year before
(it was a factory [redacted] exact replacement).  The
other accusations were factory or install damage, shoddy workmanship, too many
braze joints etc., etc.We simply asked her to provide us with documentation stating
that these were the issues that were found by either of the two companies. The
customer was asked to provide this documentation on 1/28/15, 2/11/15, 6/16/15
and 6/26/15.At one point in my conversation on 6/26 she claimed that she
already sent the documentation requested and that the other company also sent
pictures and documentation. I also gave her my email address and said I would
wait for them to be sent however to please call me the moment she sent them. No
phone call was received , nor did any documentation arrive.Today is July 7th and to date we have not
received anything at all from the customer nor anyone else to back up the claim
stating/showing the other company accused us of.  (not even repairs or invoices, nothing.   We have attempted to work with the customer
and have made reasonable request for information to understand the issue.  However, at this point, we don’t feel that
the customer has made any attempt to help us resolve the situation other than her
efforts to attempt to get out of paying a legitimate bill.Sincerely,   Michael S.
Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because the response is inaccurate.  When the tech from Hannabery left my home on 11/19/194 the temperature was no where near 70* but closer to 62* and was blowing ice cold air.  My complaint that it was not fixed was ignored and we were told that we should give the system some time to get the temperature to the desired set temperature of 70* and if it was not working I could call in the morning.  I was billed a total of $361.33 ($105 for trip/diagnostic fee, $144.50 for refrigerant leak check plus and not mentioned in Hannabery's response an additional $76.50 and 35.33 to charge the system.  I gave the tech my [redacted] Card.  The next day the temperature had not improved and we did have to use portable so I called and they sent the tech back to my home  arriving @ 145pm.  A second tech was called to my home due to the first tech's inability to determine the problem.  This was not because of a shift change as stated in response, as both men left my home at 7pm after determining it would be best to replace the heat pump due to the expense.  I am sorry that it took 7 hours to determine I needed a new heat pump but I was told that the trip/diagnostic fee was the same whether they were at my house 10 minutes or 10 hours, and that is what I agreed to pay. It took less than 30 minutes for the two other HVAC companies to diagnose and give me estimates on a new system.  Both companies made comments of poor workmanship in the installation with too many joints making it easier for leaks and difficulty finding leaks. Also the motor that was replaced was not [redacted] brand but instead a cheaper generic motor.  The next day I call my credit card company to place a complaint and they advised me to stop payment.  I assumed that Hannabery had dropped the charges.I spoke to Becky on 12/30/15 after returning from vacation and told her of my dissatisfaction especially since I had them out the end of February for the same problem and they diagnosed it as need of a new motor for a cost of $610.88 and the system really never improved and was always running on auxiliary heat.  She told me I would need to speak to Eric but he was on vacation for two weeks and would call me back when he returned.  After receiving a bill I called again stating Eric never called me back, but he was in a meeting.  He did get back to me on 2/11/15and told me he would need to speak to his supervisor Mike and that he would be getting back to me when he returned from vacation.   No return call.  I made multiple calls after receiving bills with interest now added but he was in meetings and I was forwarded to his voice mail. After receiving a letter that they were going to send me to collection I called again to speak to Mike on 6/12/15 who again was in a meeting and than was forwarded to Eric voice mail.  Eric did return my call and told me it was out of his hands and promised me that Mike would call me right back.   No return call.  I called again 6/15/15 and left another voicemail which Mike returned and asked for me to forward documentation of the other companies statements so he could go to his supervisor to try to work something out.  I did speak to the HVAC tech who installed my replacement and he was going to check to see if he had not disposed of old unit and take pictures and would provide statement to Hannabery.  Unfortunately, he informed me about two weeks later that he no longer had unit and that his best friend had committed suicide and been a rough few days and was sorry he did not get back to me or Hannabery.  At this point he did not want to get into a legal issue with Hannaberry.  On 7-8-15, I sent check for the trip/difficult diagnostic fee with notation that this is all I was going pay, a note that no statement or pictures were available from HVAC tech, however I did include original home inspection report with pictures of poor workmanship/installation of unit which they installed for previous owner, which I had to pay them over $1000 to properly(or at least I thought properly) reinstall. (SEE ATTACHMENT PAGE 15). I feel very taken advantage of by this company. They are  lucky to get $105 from me.Respectfully,[redacted]
Regards,
Beth Stahley-cuffy

Dear Mr [redacted].  As we discussed last week on the telephone, we attempted to provide our response, but  the reference number was no longer open to accept a response.  Thank you for opening it up for the attached response...  If you have any questions, please let me know.  Thank you.,     
Upon review of the complaint received
and of our personnel and records, we have documented the room to room
temperature performance to be very good and well within industry
standards. We have taken (and documented) phone calls/voice mail
from this customer that are extremely loud, cursing, yelling,
abusive, threatening etc. The service manager, attempting to respond
to the customer, called the customer shortly thereafter. He was told
by the customer that she refused to speak to him and she hung up on
him. We respectfully decline to provide service anymore to this
customer. This same person filed multiple and separate Revdex.com
complaints.

Dear [redacted],
May 1, 2015
Re: ID [redacted]
Thank you for your follow-up.   In the previous communication, we had
requested a copy of the documentation from [redacted] of the approximate late
November service call performed by the other HVAC company she called, where she
reported that they found blocked filter (lack of maintenance) as the cause of
the no-heat problem.   Instead, with the
recent information provided, we were sent documentation of service performed in
February 2015. Upon review of the two calls sent, very likely the calls were caused
from the blocked filter and possibly even the subsequent work performed by the
other company, which we can’t determine as we have not been provided all the
records to review, despite the multiple requests.
To recap, we completed our installation of the system on
December 15, 2011.  The system ran the
entire winter of 2011/2012 without any reported issues.  The system carried a one-year warranty by us.  In October 2012, service was required as a
result of a belt adjustment inside the indoor unit that loosened with the fan
belt slipping off, resulting in a reported no-heat condition (this may also have
been caused as result of a dirty/blocked filter from lack of maintenance).  We made the repair and even returned to
install a brand new belt in the unit. 
The calls were performed under warranty. 
On December 15, 2012 the Hannabery one-year warranty period was
completed.  There were no outstanding
reported issues.  The system continued to
run the entire next two winters of 2012/2013 and 2013/2014 without any reported
problems.  Thus, the system ran for three
years with verified proper operation, with only one mechanical issue (from the
fan belt).  (Therefore, contrary to [redacted]’ opinion that we did not wire the system properly, the unit was wired
properly, which was demonstrated by the three years of proper operation.)  
On November 20, 2014 we received a call for no heat.  The issue was related to the manufactures
part (bad sensor).   When we initially
arrived, the outdoor unit was completely frozen and could not be diagnosed.  We had to return when the unit was
cleared.  Once it was defrosted, we
returned and were able to properly diagnose the part that failed.  It was a sensor in the outdoor unit that had
to be ordered from the manufacturer.  During
the time period of these calls, the area had other sources of heat.  Also, even though the calls were scheduled
with the property manager, once we arrived, we were not allowed access to the
indoor unit as there were events and holiday parties.   When the part came in, we returned to install
the sensor on November 25, 2014.   On November 28, 2014 we returned to verify
proper operation.  We found some issues
with the fan belt and made adjustments to bring the unit into proper operation.   This service call documented the operation
showing the temperature and pressures were within the proper ranges (including
air flow).     However, the technician performing the call
did not think the defrost part appeared to be the correct one.  After much dialogue with the manufacturer
over the part they provided, we were told on December 10, 2014 by the
manufacturers service manager that the original part was discontinued and the
part they supplied and we installed was correct as installed and only
recommended it be permanently wired. 
Thereafter, we attempted to schedule the call to make the
manufacturers recommended wiring modification and go over the entire system (that
call would have been done at no charge as the call was our follow-up to the
part already replaced and billed).  When
we called to schedule the technician, we were told that they had called another
company out and the other company found a dirty blocked filter and they did not
want us to service anymore.      This is the documentation that we have been
asking for and still has not been provided.  Perhaps they do not have a copy of the service
call/s, never received any, or there is some other reason of why they won’t provide
the documentation of the calls…     Upon
review of the documentation that was sent of two February 2015 calls, showing
electric heater elements had either malfunctioned (most likely caused by the
dirty filter- lack of maintenance issue) which caused a lack of airflow over
the electric heaters and most likely resulted in the electric heater element
overheat and eventual malfunction/failure 
(These calls would have been chargeable calls whether we performed or by
the other company) or may have been due to the wiring changes the other company
made.
However, because [redacted] prematurely decided to bring
another company in the middle of our attempting to complete, (late November/
early December 2014) and from the documents she sent of the other company’s
service in February 2015 showing they had extensively modified our installation
of the system, at this point in time, we will not go back or be responsible for
the unit and any of the changes the other company made.    
Therefore, we suggest as a resolution to send a refund in
the amount of $105.00 for the attempted December 2014 service call that we were
attempting to perform at no charge, to which our return was refused.   Additionally, we will extend the offer to
have the current servicing company contact me to forward the explanation of the
simple modification the manufacturer recommended for the sensor so that the
unit will function properly next winter when it looks to go into defrost mode (if
it has not been done already).  
Sincerely, 
Rich L[redacted], Controller

Dear Mr [redacted].  As we discussed last week on the telephone, we attempted to provide our response, but  the reference number was no longer open to accept a response.  Thank you for opening it up for the attached response...  If you have any questions, please let me know.  Thank you.,     Upon review of the complaint received
and of our personnel and records, we have documented the room to room
temperature performance to be very good and well within industry
standards. We have taken (and documented) phone calls/voice mail
from this customer that are extremely loud, cursing, yelling,
abusive, threatening etc. The service manager, attempting to respond
to the customer, called the customer shortly thereafter. He was told
by the customer that she refused to speak to him and she hung up on
him. We respectfully decline to provide service anymore to this
customer. This same person filed multiple and separate Revdex.com
complaints.

July 10, 2015Dear [redacted], The below is the history for [redacted]:11/19/14 Call for insufficient heat-Tech found 2 lbs low on
charge outside temp was 30 degrees. Did leak check with 55lb. standing
pressure. Could not find any leaks at that time. “OPERATING WITHIN
SPECIFICATIONS -indoor air...

temp was 70 degrees temp split 19 degrees. Customer
was billed $105 for trip charge $144.50 for refrigerant11/20/15 Customer called 9:46 AM to report no heat. They did
not call overnight for emergency service. First tech was troubleshooting system
and was finding the reversing valve was sticking in defrost mode this would
cause it to intermittently blow cold air. This was not happening the day
before. He called for a second tech to assist as it was approaching the end of
his shift.  The two of them had to boost
the pressure in the system with nitrogen to 400 lbs to locate the leak which
could not be found with the standing pressure of 55 lbs the day before. This is
normal protocol for difficult to find leaks.To make the needed repairs it was estimated to be approximately
$3,500 at which point we recommended the customer consider a replacement.We did have a total of 7 man hours and did not charge
anything for the extra diagnostic services provided.We heard nothing from the customer until 12/22/14 when her
CC was declined.  We called and left her
a message which she did not respond to until 12/30/15.Our Accounts receivable person returned her call and left a message
regarding her account. We received no reply and left her another message on
1/6/15 stating she would be receiving a 10-day collection letter. 1/20/15 Letter
was sent and customer called 1/28/15.We reviewed her complaints and explained our position.
She claimed other company accused us of installing wrong motor the year before
(it was a factory [redacted] exact replacement).  The
other accusations were factory or install damage, shoddy workmanship, too many
braze joints etc., etc.We simply asked her to provide us with documentation stating
that these were the issues that were found by either of the two companies. The
customer was asked to provide this documentation on 1/28/15, 2/11/15, 6/16/15
and 6/26/15.At one point in my conversation on 6/26 she claimed that she
already sent the documentation requested and that the other company also sent
pictures and documentation. I also gave her my email address and said I would
wait for them to be sent however to please call me the moment she sent them. No
phone call was received , nor did any documentation arrive.Today is July 7th and to date we have not
received anything at all from the customer nor anyone else to back up the claim
stating/showing the other company accused us of.  (not even repairs or invoices, nothing.   We have attempted to work with the customer
and have made reasonable request for information to understand the issue.  However, at this point, we don’t feel that
the customer has made any attempt to help us resolve the situation other than her
efforts to attempt to get out of paying a legitimate bill.Sincerely,   Michael S.Service Manager

The unit is a commercial unit.  We received a service call because the unit
was iced up.  We found a sensor was not
working properly.  We ordered the sensor
and installed it.     Thereafter, we
received a call because the same thing happened again.   During this time, the area the unit serviced
had backup heat, so there should not have been any area without heat (unless
the thermostat was not properly set by someone at the facility).  Each time we were there, we have recorded
indoor temperatures ranging from 72 to 74 degrees.
We contacted the manufacturer because we wanted them to
verify the part they provided was the correct part.  After extensive review and research by our
office with the manufacturer, the manufacturer later confirmed the part sent
and installed was the correct part.  The
manufacturer authorized us to make a field modification of the part that was
installed to complete the repair.  When
we attempted to schedule the manufacturers’ recommended work, we were told that
they had another company out and told us not to come back.  We were also told the other company found
dirty / blocked filters as the cause of that call (which is a lack-of-
maintenance issue).  We had then
requested a copy of the company’s repair ticket so we could review.   We did not receive it.   Please send a copy of other company’s work
ticket so we can further evaluate the problem and provide the proper
response.

My Elderly disabled parents hired this company to service the AC/heat pump in the house and install a new furnace/water heater in their garage apartment. After a VERY expensive process....furnace worked for 3 days and stopped working. Crew came out and rather than stand by their work...charged again. The guy servicing the heat pump/AC unit fixed the issues and changed the filter. Fine...then they pressured my parents into an expensive service contract, rather than guarantee their work. My parents declined.
This past summer my mother called them to service the heat pump..Workman got there, looked at the issue and declined and told her to send me to Home Depot to get a filter since she didn't have a service contract and he didn't have one in his truck. Charged her 200.
This week, Father called about issues to heat/hot water in garage..person came out.."fixed issue" charged....4 days later, heat/hot water goes out again....they come...tell my father that the furnace is blocked and want 400 to clean it...my father calls for a second opinion and the person comes out..finds some filth in the furnace that needed cleaning..not what Hannabery rep. claimed..but that there was the wrong size valve installed and fixed the issue.
This seems like preying on the elderly to me....

[redacted]’s response does not accurately represent the
facts.Customer purchased home 10/17/12 from a previous owner,
which we had not had prior complaints. A system that’s been installed for
several years may need to be re-leveled due to ground freezing, thawing and
settling and may need to have the pipe insulation replaced from time to time
due to UV rays. These are natural causes and in itself does not reflect a poor
installation.  Customer also stated that the system “hasn’t worked right
since I moved in” however we were never contacted until 18 months after she
moved in.As stated prior and in my conversations with the customer we
did in fact install a [redacted] factory motor part number [redacted].  This was not a “cheaper generic motor” as [redacted] claims.[redacted] claimed to have had two company’s come to her
home (and per [redacted] she claims they said “shoddy workmanship”) in addition
the installer also who was giving her documentation.  Therefore, in her complaint, that’s three
different documents she claims to have to back up her claims and accusations.However, six months later we still have nothing, despite
our repeated requests, she has NOT provided ANY of the documents requested
to back up her accusations.At this point it appears to us that [redacted] would prefer
to make inaccurate claims with nothing to back them up and continues to make accusations
vs. paying for services rendered.  In our
conversations, she never said any of the other company’s had disputed our
diagnosis on the second service call.Thus far, [redacted] has declined our offer to review her
requests for an adjustment on the initial bill by simply not providing any of
the requested documentation.  Thus, we consider
this to remain a collection matter as nothing has been provided to substantiate. However, if she first forwards the three companies documents
she claims she has, we will review them and then would be willing to visit her
home to discuss the entire matter.We appreciate the Revdex.com’s role in trying to assist in working
this out.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because the response is inaccurate.  When the tech from Hannabery left my home on 11/19/194 the temperature was no where near 70* but closer to 62* and was blowing ice cold air.  My complaint that it was not fixed was ignored and we were told that we should give the system some time to get the temperature to the desired set temperature of 70* and if it was not working I could call in the morning.  I was billed a total of $361.33 ($105 for trip/diagnostic fee, $144.50 for refrigerant leak check plus and not mentioned in Hannabery's response an additional $76.50 and 35.33 to charge the system.  I gave the tech my [redacted] Card.  The next day the temperature had not improved and we did have to use portable so I called and they sent the tech back to my home  arriving @ 145pm.  A second tech was called to my home due to the first tech's inability to determine the problem.  This was not because of a shift change as stated in response, as both men left my home at 7pm after determining it would be best to replace the heat pump due to the expense.  I am sorry that it took 7 hours to determine I needed a new heat pump but I was told that the trip/diagnostic fee was the same whether they were at my house 10 minutes or 10 hours, and that is what I agreed to pay. It took less than 30 minutes for the two other HVAC companies to diagnose and give me estimates on a new system.  Both companies made comments of poor workmanship in the installation with too many joints making it easier for leaks and difficulty finding leaks. Also the motor that was replaced was not [redacted] brand but instead a cheaper generic motor. 
The next day I call my credit card company to place a complaint and they advised me to stop payment.  I assumed that Hannabery had dropped the charges.
I spoke to Becky on 12/30/15 after returning from vacation and told her of my dissatisfaction especially since I had them out the end of February for the same problem and they diagnosed it as need of a new motor for a cost of $610.88 and the system really never improved and was always running on auxiliary heat.  She told me I would need to speak to Eric but he was on vacation for two weeks and would call me back when he returned.  After receiving a bill I called again stating Eric never called me back, but he was in a meeting.  He did get back to me on 2/11/15and told me he would need to speak to his supervisor Mike and that he would be getting back to me when he returned from vacation.   No return call.  I made multiple calls after receiving bills with interest now added but he was in meetings and I was forwarded to his voice mail. After receiving a letter that they were going to send me to collection I called again to speak to Mike on 6/12/15 who again was in a meeting and than was forwarded to Eric voice mail.  Eric did return my call and told me it was out of his hands and promised me that Mike would call me right back.   No return call.  I called again 6/15/15 and left another voicemail which Mike returned and asked for me to forward documentation of the other companies statements so he could go to his supervisor to try to work something out. 
I did speak to the HVAC tech who installed my replacement and he was going to check to see if he had not disposed of old unit and take pictures and would provide statement to Hannabery.  Unfortunately, he informed me about two weeks later that he no longer had unit and that his best friend had committed suicide and been a rough few days and was sorry he did not get back to me or Hannabery.  At this point he did not want to get into a legal issue with Hannaberry.  On 7-8-15, I sent check for the trip/difficult diagnostic fee with notation that this is all I was going pay, a note that no statement or pictures were available from HVAC tech, however I did include original home inspection report with pictures of poor workmanship/installation of unit which they installed for previous owner, which I had to pay them over $1000 to properly(or at least I thought properly) reinstall. (SEE ATTACHMENT PAGE 15). I feel very taken advantage of by this company. They are  lucky to get $105 from me.
Respectfully,
[redacted]
Regards,
Beth Stahley-cuffy

Review: My problem is that my HVAC system had to be completely replaced after only 5 1/2 yrs at a cost of over $5000.00. I had my house built brand in 2006 new by a builder called [redacted] (which I filed a complaint against also) and I moved into July 2007. I had one service call for the outside unit of the HVAC system within the first 2 years, the unit would not defrost during the winter and it froze up like an ice cube. It was repaired but still had ice on the bottom 3-5 inches of the unit. After realizing something was wrong this past January, I called for a service visit to determine why the outside unit was not working. A tech came out and told me the compressor was "shot", the fins on the inside of the bottom of the coil were also damaged and the capacitor that works with the compressor was damaged. All this damge from a 5 1/2 yr old unit! I was told that to replace the damged items would almost be as much to buy a brand new unit, so my choices were limited if not eliminated. On 2/7/13 I placed a complaint against the builder because I determined that they were negligent in building these homes with defective HVAC units provided by Hannabery HVAC. I have spoken to 16 residents in my development so far that have at least 1 problem with their units (there are almost 80 residents in total) . So far I have determined and have the stories of my neighbors that the units that Hannabery provided ([redacted]) were either defective, deficient or just bad units not capable of providing the years of service they were intended to provide. My unit came with paltry 5 yr warranty which (of course) expired already and which we did not receive a courtesy reminder to extend. Hannabery contacted me after hearing from the builder [redacted] about my complaint, they offered me (after waiting 3 weeks for a response to my complaint) to give me an extended warranty on the newly purchased [redacted] unit - valued at $700, on the new unit I had to purchase for $5400. I waited 3 weeks before replacing the unit which cost me because I was using "emergency heat" and my electric bill came in at $775.00!!! Since I did not file the complaint against Hannabery initially I am doing so now as a prelude to my legal action. Apparently, providing defective products to consumers and then offering them a fraction of what they had to pay for the replacement is enough for them to say they tried to help, I (in good faith) when asked, told the gentlemen I would even settle for less than I wanted which was full replacement value $5400.00 and take $2700. I am not unreasonable but I will not consider any offer of settlement for less than half. I am prepared to go to court and let a judge decide if I should have had to replace an entire HVAC unit on a brand new 5 1/2 yr old house, my neighbors are very supportive and I am gathering my proof as to how many of these defective ([redacted]) units needed service in the only first 5 -6 years of service. I will also be contacting [redacted] and letting them know of my actions, they should know that their units are deficient and the product quality is horrible. I believe we as a community were taking advantage of by [redacted] and Hannabery HVAC by selling us substandard equipment and not standing behind their product. I will continue to use all social media outlets to complain and let others know who might be in the market for a new house or HVAC system that these companies are NOT a wise choice! I have gone through a very stressful time trying to get the money for this repair, my family is not rich and we do not have thousands of dollars laying around to fix problems that should never have occured in the first place! This whole situation is a disgrace and if it were my company that sold defective products I would stand behind it and make it right, as a matter of principal. If I can help anyone else by letting them know what they are in for when they deal with [redacted] or Hannabery I will be satisfied.Desired Settlement: To be reimbursed for full replacement value of $5400.00

Business

Response:

Dear [redacted], In response to the above, [redacted] Builders hired us to install the heating and air conditioning system in a new home they were building back in 2006. As agreed, we had performed and completed the installation in January of 2007. We had provided a one-year warranty. We have provided the services we had agreed to provide. In reading the homeowner’s complaint, it is clear that his dissatisfaction lies with the manufacturer of the equipment (However, mention needs to be made of the fact that the unit was not maintained by the homeowner as per the manufacturer warranty requirements). The manufacturer’s warranty provided a five-year (Parts warranty). From the date of the installation to the date of the February 2013 service call (six Years later), it appears to us that the manufacturer’s warranty was honored. Even though that was thought to be the case, we did make several requests to the manufacturer to provide additional relief or concession for [redacted]. The manufacturer did initially approve a new outdoor unit for [redacted], but since he had already changed the unit to a [redacted], that was no longer possible. We then made additional requests to [redacted], but in light of the circumstances, they declined any further assistance on the matter. Hannabery then made an offer all on its own to provide an extended warranty to [redacted] for his new [redacted] Unit, which he has not accepted. This offer is still open, but with the condition that it is the full and final settlement regarding the matter with Hannabery and that [redacted] removes this and any other complaint against us. Understandably, [redacted] is dissatisfied with the performance, longevity and warranty of the heating system that was manufactured by [redacted]. He should take advantage of the offer above and speak directly to the manufacturer and take his complaint up with/against them. Furthermore, [redacted] states in the complaint, that, in addition to filing this complaint against our company, he will be taking legal action. With that position taken, at this point in time, if the above is not accepted, we feel that this matter would best be addressed in the legal system. Thank you for your assistance in this matter, Sincerely, [redacted]

Controller, Hannabery HVAC [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Hello. I am rejecting this response for the following reasons. First, I see [redacted] left a few facts out of his cleverly worded response. The unit was serviced by Hannabery for a malfunction to the defrosting cycle while within the warranty period, after the service repair the unit still froze on the lower level (approx 3-4 inches ) from the bottom up. I was told by their customer service that was normal, after the service call this year I was shown how the "fins" on the coil were all damaged in that exact area (due to the freezing condition) as per their service technician. So if they repaired it and it was still damaged (as per their own service tech) that helped cause the mechanism to ultimately fail and they are responsible. Secondly, there was no mandatory maintenace required other than my responsibility to change the air filters regularly which we did. The warranty does not state any other maintenace was "required" as he states. Now [redacted] wants you to believe that [redacted] agreed to give me a new unit and that I said no and had another brand installed so [redacted] would not do anymore to help me. That is the most RIDICULOUS statement I have heard so far, I'll stop short of calling him a liar because it is apparent he is not being truthful. From the time I first complained to the Revdex.com to the time my new unit was installed was almost eaxctly 3 weeks, within that time frame I was NEVER contacted to tell me anyone was doing anything to help me. That is a FACT, not one call to say to me they were trying to help...do you think I would have turned down a free replacement of a $5000 + repair? Who is fooling who here? Like I said earlier, the cleverly worded response is typical when you have to deal with people/Companies like this. I waited 3 weeks before having a new unit installed (at my expense), I did not ask for nor did I request the new unit be of a different Manufacturer, that decision was done by Hannabery! So if anyone was responsible for changing the brand it was Hannabery, so to say they were willing to give me a new [redacted] unit then ask yourself why didn't they ? Why did they install a [redacted] unit? Maybe because they are not telling the whole truth here....they installed defective equipment, failed to service it properly after it broke down and completely fabricated an excuse to blame the homeowner. The development I live in of approximately 80-90 homes have had the same units installed and many of them have had to be serviced for various damage and malfunctioning. I am in the process of complaining to the PA. Office Of Attorney General and from there I will continue to do what I must do. It is unfortunate that it has to come to this, but I will not let a Company like this continue to treat consumers like this without some sort of accountability. When you sell garbage products (regardless of the mfgr) and then make money selling extended warranties because the products are garbage and need repairs constantly then you are no better than a common thief! You tell me why a brand new home has to replace an entire HVAC system after only 5 years, if not for the fact that it was garbage and should never have been sold in the first place.

Regards,

Business

Response:

Dear [redacted],

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Description: Heating & Air Conditioning, Electricians

Address: 200 Schantz Rd, Allentown, Pennsylvania, United States, 18104-8600

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