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 standardsWe have taken (and documented) phone calls/voice mail from this customer that are extremely loud, cursing, yelling, abusive, threatening etcThe service manager, attempting to respond to the customer, called the customer shortly thereafterHe was told by the customer that she refused to speak to him and she hung up on himWe respectfully decline to provide service anymore to this customerThis same person filed multiple and separate Revdex.com complaints
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 apartmentAfter a VERY expensive process....furnace worked for days and stopped workingCrew came out and rather than stand by their work...charged againThe guy servicing the heat pump/AC unit fixed the issues and changed the filterFine...then they pressured my parents into an expensive service contract, rather than guarantee their workMy parents declinedThis 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 truckCharged her This week, Father called about issues to heat/hot water in garage..person came out.."fixed issue" chargeddays later, heat/hot water goes out again....they come...tell my father that the furnace is blocked and want 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 repclaimed..but that there was the wrong size valve installed and fixed the issueThis seems like preying on the elderly to me
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 to 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
[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 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/the temperature was no where near [redacted] but closer to [redacted] 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 [redacted] and if it was not working I could call in the morning I was billed a total of $($for trip/diagnostic fee, $for refrigerant leak check plus and not mentioned in Hannabery's response an additional $and 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 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 minutes or hours, and that is what I agreed to payIt took less than 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 leaksAlso 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 chargesI spoke to Becky on 12/30/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 $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 mailAfter receiving a letter that they were going to send me to collection I called again to speak to Mike on 6/12/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/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 $to properly(or at least I thought properly) reinstall(SEE ATTACHMENT PAGE 15)I feel very taken advantage of by this companyThey are lucky to get $from meRespectfully, [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 standardsWe have taken (and documented) phone calls/voice mail from this customer that are extremely loud, cursing, yelling, abusive, threatening etcThe service manager, attempting to respond to the customer, called the customer shortly thereafterHe was told by the customer that she refused to speak to him and she hung up on himWe respectfully decline to provide service anymore to this customerThis same person filed multiple and separate Revdex.com complaints
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 apartmentAfter a VERY expensive process....furnace worked for days and stopped workingCrew came out and rather than stand by their work...charged againThe guy servicing the heat pump/AC unit fixed the issues and changed the filterFine...then they pressured my parents into an expensive service contract, rather than guarantee their workMy parents declinedThis 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 truckCharged her This week, Father called about issues to heat/hot water in garage..person came out.."fixed issue" chargeddays later, heat/hot water goes out again....they come...tell my father that the furnace is blocked and want 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 repclaimed..but that there was the wrong size valve installed and fixed the issueThis seems like preying on the elderly to me
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 to 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
[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 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/the temperature was no where near [redacted] but closer to [redacted] 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 [redacted] and if it was not working I could call in the morning I was billed a total of $($for trip/diagnostic fee, $for refrigerant leak check plus and not mentioned in Hannabery's response an additional $and 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 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 minutes or hours, and that is what I agreed to payIt took less than 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 leaksAlso 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 chargesI spoke to Becky on 12/30/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 $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 mailAfter receiving a letter that they were going to send me to collection I called again to speak to Mike on 6/12/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/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 $to properly(or at least I thought properly) reinstall(SEE ATTACHMENT PAGE 15)I feel very taken advantage of by this companyThey are lucky to get $from meRespectfully, [redacted] Regards, Beth Stahley-cuffy