H.A.R.P. Mechanical and Home Services

Hello to those concerned with this matter:
First let me start by clarifying that no person who works
for Harp Mechanical and Home Services, LLC
told Mrs***’s husband to bypass a safety switch
Her husband called on 11/23/and
spoke to Becky (a Senior Admin and
year employee). This was HARP’s first time to their home,
ever. As far as we know they have never done anything to care for or
maintain their system (unless it was done by another company ). Here are
the job instructions that Becky took from Gary *** on 11/23: Customer
says he needs a new flame rollout switch (per the reading on diagnostic board)
$diag plus whatever it costs to fix it The customer jumped out
the unit and it fired upLater that morning, Mrs*** called and Becky
again fielded the call. Mrs*** told Becky that she could smell a
heavy propane smell in the house and that was the whole reason she asked her
husband to contact an HVAC company, which he never mentioned in his initial
phone call. Becky found out that the customer had gotten a propane
delivery on the Saturday before they called us. Becky put notes in the
job instructions regarding the propane smell and instructed the customer to
turn the system off until we got there. Here are the job notes in their
entirety:
11/23/15: Customer says he needs a new
flame rollout switch (per reading on diagnostic board). The customer
jumped out the unit and it fired up$diag plus whatever it costs to fix
it. Also, his wife called this morning and said she can smell a heavy
propane smell in the houseI told the customer to turn the system off.
Second: It’s hard to understand
why Mrs*** is upset about the amount of
money she is spending when she was told UP FRONT
about every price (before we did the work) and agreed to itNow that the work
is done, and she has heat and everything is working just fine and she’s had
time to think about all the money she agreed to spend, she is changing her
mind? Unfortunately, that’s now how it works. We quoted a price,
she agreed to the price, we did the work, The end result is for the customer
pay for the work that was done. That’s how the process works
We quoted her $to replace
all the burners. She agreed to this and we did the work (which she has
not paid for)
We quoted her $to replace
the heat exchanger. She agreed to this and we did the work (and she paid
for it).
I think the problem may be that
she probably thinks the burner replacement was not necessary and that she was
charged for it. What she may not understand (as she is not a licensed
technician), is that sometimes in this business, one furnace problem can lead
to another oneThat the problem isn’t always cut and dryIn her case, after
what appears to be years of neglect of their heating system, the obvious
problem was the rusted out burners which absolutely needed to be replaced
and we stand by thatThe technician went to clean them off and they were
rusted out and full of holes. Once that work was done the burners ran
good when the blower was not on. When the blower came on, the flames
turned all yellow (this is bad) and the CO (carbon monoxide-also bad) was
through the roof outside at the flue pipeAt this time she was told she needed
a new heat exchanger and the customer insisted on us going out with a
camera to inspect the heat exchanger to make sure this was the correct
diagnosis which we did. We found a hole in the secondary heat
exchanger (FYI a hole in the heat exchanger of a furnace can cause carbon
monoxide emission into the home).
To clarify one last thing:
We have been in business since (over years). We did not become
the successful business we are today (Revdex.com Accredited or not), by cheating our
customers, over charging them, lying to them or any other bad business practice
you can think of. I know Mrs*** is angry about how much money it
cost and being a reasonable company who uses the Golden Rule on a daily basis,
we offered her a 30% discount on her original issue, because our goal (as a
company who wants to stay in business) is to keep her as a customer. We
want her to call us for maintenance in the spring for the a/c and again in the
fall for her heat. We want to be their service provider for as long as
they live in the house and if they move, we want them to tell the new
homeowners about us and so on and so forth. I’m sorry that her experience
with us was not to her liking, but in the end we fixed it and as a courtesy we
stand by our original offer of 30% off her first service call which totaled
$
Kevin JM*** - President and Owner
HARP Mechancial and Home Services, LLC
Phone: ###-###-####
Fax: ###-###-####
Remember… “A HARP Home is a HAPPY Home!”

Hired HARP to do a simple furnace tune up and cleaning several years agoThe technician they sent to my house did not know what he was doingHe put the wrong nozzle on my tank causing a chain reaction of negative issues with my furnace to surface two months laterHired HARP to resolve the furnace issues, huge mistakeThe next technician sent to my house did not have the training or experience to diagnose the problem, ended up replacing the incorrect nozzle with another incorrect nozzle, and charged me over $to do soTwo months later the same issues resurfaced and I hired HARP again to fix the furnaceThe 3rd technician sent to my house was equally incompetent and charged me another $to replace the incorrect nozzle with another incorrect nozzleWhen the negative furnace issues resurfaced again I broke down and signed a service contract with *** fuel and had a real furnace technician under contract take a look at my burnerThe real technician from *** explained to me that whoever was servicing my furnace was putting the wrong nozzle on the oil tank causing all of my repeated negative burner issuesIt's been several years now and I have not had any issues with the furnace since *** put the correct nozzle on my set upHARP was unwilling to give me any kind of refund for their repeated mistakes after I explained the situation to them which makes me think maybe they put the wrong nozzle on my machine on purpose so I would have to keep reusing them every couple of months at over $a visitThey were not Revdex.com accredited at the time of service so there was nothing I could doThey just became Revdex.com accredited in August and I have filed a Revdex.com complaint but the Revdex.com won't get involved because HARP's crime against me took place over year agoConsider yourself warned! Do not do business with these people!

Review: On 11/21 I contacted HARP because my burner was not working, no heat. They told my husband to bypass a shut off switch, they would get to us on Monday,11/23. On 11/23, we called and said and we smelled gas. They came out on Monday. Technician said we needed a new burner part, all five, and that was the problem. He replaced that and the system still would not work. He then offered two other guesses as to what was wrong and said someone would come the next day with a camera to check the Heat Exchangers, top and bottom. The next day the tech came out with a camera and said our heat exchangers were rotted and that was the problem.

The operations manager called and said our heat exchangers were under warranty, but he would be unable to get the parts until Monday, 11/30, so they would be out to replace those on 12/1. The operations manager also told me the entire job would be $1095. That would capture everything. On 12/1 they replaced the heat exchangers and left here at 5:45, we noticed at 8:00, there wasn't any heat in the house and called their office an hour later after my husband tried all the zones to confirm. They made me pay for the 12/1 call on the spot even though I voiced my concern that what if this is not the problem and I end up with no heat again.

On 12/2 they came out to the house again, confirmed that the system was down and not producing heat. They then informed me that it was the ignitor that was broken and that would need to be replaced. They replaced that part and I have had heat and no problems since. The tech also informed me at that time that I had an outstanding bill that needed to be paid. I was shocked and asked him what that was and then he informed me it was a bill for the 11/23 visit.

For the 11/23 visit I received a bill on 12/2 for $1,045.09 for parts I did not obviously need and six hours of not being able to properly diagnose my problem and get my burner working. On 12/1 the tech demanded payment for that visit of replacing my heat exchangers of $ 1,164.53. For a new system of heat exchangers and labor and the burner still did not work.

On 12/3 I called the operations manager to discuss this situation. He told me he was swamped and did not have time to review this case and to please call him back on 12/4. I called him on 12/4 at the time he requested and again he did not have time to review my case, please call him back on 12/7. I called him back on 12/7 and again he asked me to call him back on 12/8 as he needed more time. I called him on 12/8 and we finally discussed the situation.

I voiced my concerns about them not knowing what was wrong with my system and them replacing parts, charging me labor and running up a huge bill. I offered a compromise on the first bill of half, he turned it down, offered 30% off that bill and would not discuss the bill encompassing the heat exchangers. I expressed my concerns and frustrations as a consumer in being charged for parts and labor that did not go to why they were hired and why my system was not running. He stated that he was only taking my call as a courtesy and he did not see my point on this matter at all. I told him that statistically it was impossible for all these parts to go down all at once so clearly I was paying for parts and labor that the system did not need at the time of the call and why they were called out.

What is also troubling to me and I am sure other consumers is that after this event, like most I went to their web site to see if other consumers had had similar experiences, and saw that they did along with a consumer on YELP that stated that the Revdex.com logo on their site was deliberately misleading of the public trust, and that this company was not in fact accredited by you folks. I then checked your site and found this to be a true claim by this consumer. I am quite upset as I did see that when I called HARP and did feel secure that they were accredited.

Janet [redacted]Desired Settlement: I believe that the first and second bill contain parts and labor that did not go to the cause of my burner not working. The technicians, although nice, and courtesy guys, did not know what was wrong with my burner and I was left with big bills that are not fair. From my standpoint I believe that my ignitor switch went and all other parts and labor that exceed fixing an ignitor switch are excessive.

Business

Response:

Hello to those concerned with this matter:

First let me start by clarifying that no person who works

for Harp Mechanical and Home Services, LLC

told Mrs. [redacted]’s husband to bypass a safety switch.

Her husband called on 11/23/15 and spoke to Becky (a Senior Admin and 12

year employee). This was HARP’s first time to their home,

ever. As far as we know they have never done anything to care for or

maintain their system (unless it was done by another company ). Here are

the job instructions that Becky took from Gary [redacted] on 11/23: Customer

says he needs a new flame rollout switch (per the reading on diagnostic board)

$98 diag plus whatever it costs to fix it. The customer jumped out

the unit and it fired up. Later that morning, Mrs. [redacted] called and Becky

again fielded the call. Mrs. [redacted] told Becky that she could smell a

heavy propane smell in the house and that was the whole reason she asked her

husband to contact an HVAC company, which he never mentioned in his initial

phone call. Becky found out that the customer had gotten a propane

delivery on the Saturday before they called us. Becky put notes in the

job instructions regarding the propane smell and instructed the customer to

turn the system off until we got there. Here are the job notes in their

entirety:

11/23/15: Customer says he needs a new

flame rollout switch (per reading on diagnostic board). The customer

jumped out the unit and it fired up. $98 diag plus whatever it costs to fix

it. Also, his wife called this morning and said she can smell a heavy

propane smell in the house. I told the customer to turn the system off.

Second: It’s hard to understand

why Mrs. [redacted] is upset about the amount of

money she is spending when she was told UP FRONT

about every price (before we did the work) and agreed to it. Now that the work

is done, and she has heat and everything is working just fine and she’s had

time to think about all the money she agreed to spend, she is changing her

mind? Unfortunately, that’s now how it works. We quoted a price,

she agreed to the price, we did the work, The end result is for the customer

pay for the work that was done. That’s how the process works.

We quoted her $1045.09 to replace

all the burners. She agreed to this and we did the work (which she has

not paid for).

We quoted her $1164.53 to replace

the heat exchanger. She agreed to this and we did the work (and she paid

for it).

I think the problem may be that

she probably thinks the burner replacement was not necessary and that she was

charged for it. What she may not understand (as she is not a licensed

technician), is that sometimes in this business, one furnace problem can lead

to another one. That the problem isn’t always cut and dry. In her case, after

what appears to be years of neglect of their heating system, the obvious

problem was the rusted out burners which absolutely needed to be replaced

and we stand by that. The technician went to clean them off and they were

rusted out and full of holes. Once that work was done the burners ran

good when the blower was not on. When the blower came on, the flames

turned all yellow (this is bad) and the CO (carbon monoxide-also bad) was

through the roof outside at the flue pipe. At this time she was told she needed

a new heat exchanger and the customer insisted on us going out with a

camera to inspect the heat exchanger to make sure this was the correct

diagnosis which we did. We found a hole in the secondary heat

exchanger (FYI a hole in the heat exchanger of a furnace can cause carbon

monoxide emission into the home).

To clarify one last thing:

We have been in business since 1992 (over 23 years). We did not become

the successful business we are today (Revdex.com Accredited or not), by cheating our

customers, over charging them, lying to them or any other bad business practice

you can think of. I know Mrs. [redacted] is angry about how much money it

cost and being a reasonable company who uses the Golden Rule on a daily basis,

we offered her a 30% discount on her original issue, because our goal (as a

company who wants to stay in business) is to keep her as a customer. We

want her to call us for maintenance in the spring for the a/c and again in the

fall for her heat. We want to be their service provider for as long as

they live in the house and if they move, we want them to tell the new

homeowners about us and so on and so forth. I’m sorry that her experience

with us was not to her liking, but in the end we fixed it and as a courtesy we

stand by our original offer of 30% off her first service call which totaled

$1045.09.

Kevin J. M[redacted] - President and Owner

HARP Mechancial and Home Services, LLC

Phone: ###-###-####

Fax: ###-###-####

Remember… “A HARP Home is a HAPPY Home!”

Review: Called for Furnace repairs on Thursday, 12/12/13 after hours.Service man ([redacted]) came over and said that I had a bad Gas Valve.After replacing Gas Valve (by [redacted]) the next day,12/13/13, that did not correct problem of no heat. I settled with paying half the cost of a Gas Valve because my house was 48 degres on 12/13/13 with three children ages, 12, 13 14. It took [redacted] 1.5 hours to install the new Gas Valve and did not want him to take another 1.5 hours to put back the old Gas Valve when my house was 48 degrees. Problem was a faulty Pressure Hose which was replaced.I paid $210.58 for service on 12/12/13 that did not correct my issue.Company refunded me $160.58 but I was still left a differnece of $50.00.Thursday 12/12/13 and Friday 12/13/13 were very cold days to be without heat. If [redacted] had fixed my problem correctly on 12/12/13 my house would of had heat instead of going another 12 hours before it was fixed.Desired Settlement: I paid harp $265.87 for half the price of a Gas Valve that was not my issue and another $50 for the night before. If my issue was corrected by [redacted] on 12/12/13 my bill should of been $198 for after hours service, about $10 for a pressure hose plus taxfor a total of about $221. I paid them a total of $315.87 for poor service and misdiagnosis.

Business

Response:

We did go out on 12-12-13. The technician actually cleaned the sensor, he did not replace it, to see if it would send a signal to the valve to open. When it did not, it presented itself as a bad gas valve.We quoted $497 to replace the valve.

Which is $317 for the valve and $180 for labor.

We picked up the new valve and installed it. When it did not open the valve,the technician looked into it further and found that the pressure switch hose was faulty. The tech replaced the hose at no cost and said he would take out the

replacement valve and put the old valve back in. Mr, [redacted] asked the tech to leave the valve and he would pay $265. We agreed that would be fair even though it was less than the cost of the valve itself.

He did not mention crediting the overtime call from the previous night. A few days later he e-mailed and stated that he wanted the previous night's call credited because the tenanats kids had to stay home from school because it was cold in the house. While this did not make sense to me I offered to credit all but $50 of the the night call. He agreed and then we received a complaint form Revdex.com.

He called yesterday about the sensor we did not replace. We try to keep everyone happy and we worked with Mr. [redacted], but he kept asking for more after we agreed on a price.

Thank you for your time.

HARP Mechanical and Home Services LLC

Business

Response:

We did go out on 12-12-13. The technician actually cleaned the sensor, he did not replace it, to see if it would send a signal to the valve to open. When it did not, it presented itself as a bad gas valve.We quoted $497 to replace the valve.

Which is $317 for the valve and $180 for labor.

We picked up the new valve and installed it. When it did not open the valve,the technician looked into it further and found that the pressure switch hose was faulty. The tech replaced the hose at no cost and said he would take out the

replacement valve and put the old valve back in. Mr, [redacted] asked the tech to leave the valve and he would pay $265. We agreed that would be fair even though it was less than the cost of the valve itself.

He did not mention crediting the overtime call from the previous night. A few days later he e-mailed and stated that he wanted the previous night's call credited because the tenanats kids had to stay home from school because it was cold in the house. While this did not make sense to me I offered to credit all but $50 of the the night call. He agreed and then we received a complaint form Revdex.com.

He called yesterday about the sensor we did not replace. We try to keep everyone happy and we worked with Mr. [redacted], but he kept asking for more after we agreed on a price.

Thank you for your time.

HARP Mechanical and Home Services LLC

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

[redacted] did replace the Ignitor Flame Sensor Assembly because I saw him replace it with my own eyes. Why would I go back to Harp if I did not have an issue with not even 30 days after the repair? That does not make any sense.

I had agreed to pay $265. becuase the house was 48 degrees and I did not want the kids to continue to be cold and get sick!

If I did not have to replace this Ignitor Flame Sensor Assembly I would not had any reason to call Harp again. When I did call Harp agian on 1/6/14 and explained my issue, Kevin said that the technician did not charge me for replacing the Ignitor Flame Sensor Assembly.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

[redacted] did replace the Ignitor Flame Sensor Assembly because I saw him replace it with my own eyes. Why would I go back to Harp if I did not have an issue with not even 30 days after the repair? That does not make any sense.

I had agreed to pay $265. becuase the house was 48 degrees and I did not want the kids to continue to be cold and get sick!

If I did not have to replace this Ignitor Flame Sensor Assembly I would not had any reason to call Harp again. When I did call Harp agian on 1/6/14 and explained my issue, Kevin said that the technician did not charge me for replacing the Ignitor Flame Sensor Assembly.

Sincerely,

Called for Furnace repairs on Thursday, 12/12/13 after hours.Service man ([redacted]) came over and said that I had a bad Gas Valve.After replacing Gas Valve (by [redacted]) the next day,12/13/13, that did not correct problem of no heat. I settled with paying half the cost of a Gas Valve because my house was 48 degres on 12/13/13 with three children ages, 12, 13 14. It took [redacted] 1.5 hours to install the new Gas Valve and did not want him to take another 1.5 hours to put back the old Gas Valve when my house was 48 degrees. Problem was a faulty Pressure Hose which was replaced.I paid $210.58 for service on 12/12/13 that did not correct my issue.Company refunded me $160.58 but I was still left a differnece of $50.00.Thursday 12/12/13 and Friday 12/13/13 were very cold days to be without heat. If [redacted] had fixed my problem correctly on 12/12/13 my house would of had heat instead of going another 12 hours before it was fixed.