Hendel's Refrigeration & Heating, Inc.

$5439.32 bought an American Standard 3T heat pump from Hendel's.on 11/4/2013. On 3/25/2014 serviced by Hendel's, for $79.00 and unit ready to go. 3/27/2015 got checkup with Hendel's and unit ok, another $79.00. On 8/31/2015 unit not working. Hendel's came and looked at unit and found broken fit rotolock fitting, has to order part. Labor day w/e we went out of town. They had and installed part, reintroduced Freon $243.00 (we did not pay) on 8/31/2015. On 9/8/2015 we got bill for $1443.67 for Freon and labor, we did get part free. We are on Social Security and wish Hendel's would stand behind their products, as this is unacceptable, never do business with Hendel's again. Also SRP bill for Sept $361.10, which I blame Hendel's.

Called Hendels for a annual service & inspection on the 2 A.C. units on my home, they were very professional, timely and did everything they said they would. Great company you can trust!! [redacted]

Review: We recently purchased 2 new Trane Air Conditioning units from Hendels - 2 & 4 ton units. 4 ton unit wired incorrectly upon install - that was fixed after it was noticed air handler in garage never turned off. 2 ton unit - air compressor fails to turn on, blows hot air. Each Hendel's employee finds something different wrong - wiring / defrost circuit board. Runs a couple of days - blows hot air again. Air handler in attic - difficult to tell if it is running properly.

Install manager was suppose to come over on Thursday (6/20) to make sure unit installed correctly - but failed to up. Blowing hot air again.Desired Settlement: New 2 ton Tane air conditioner (condenser & air handler) works properly.

Business

Response:

Mr. & Mrs. [redacted],

Mr. And Mrs. [redacted],

I believe there has been some misunderstanding regarding your HVAC systems installed incorrectly. I hope the following information is helpful and informative. At your request I am sending the details of service visits for your your American Standard/Trane HVAC system. I hope the information helps clear up any misunderstandings regarding the “4 ton unit wired incorrectly upon install”. I’ve also included the Owners Guide and the invoices that detail our technicians notes.

Hendel’s installed 2 American Standard/Trane HVAC’s units, the 4 ton was installed on 5/5/13 and the 2 ton was installed on 5/19/13.

Hendel’s was contacted on 6/18/13 with complaint “compressor is not turning on, the fan runs all the time”. Brian was dispatched on the same day and diagnosed a broken low voltage wire. The low voltage wire connects the thermostat to the condenser. Brian disconnected the broken wire and used another wire in the bunch. After connecting the new wire to the thermostat, he then connected that same wire to the condenser. The unit was not wired incorrectly, it was a broken low voltage wire, which was one of the internal wires installed when your home was built.

On 6/20/13 Hendel’s was contacted with complaint “unit runs continuously”. [redacted] was dispatch and found the defrost circuit board was a defective. This was a manufacture defect. The part was located on the west side of town and not available for delivery/pick-up at our local parts store until the following day. In effort to get your unit repaired on the same day, Hendel’s sent another employee across town and [redacted] returned to your home later that day to complete the repair. After replacing the defective circuit board, [redacted] checked the entire system, At one point he bumped a wire which came loose – He secured the connection. [redacted] waited at your home while the system cycled a few times through 1st & 2nd stage he stayed until he was confident your HVAC systems were working properly.

Regarding the install manager not showing up at your home, [redacted] was not dispatched to your home with [redacted] because when I spoke to Mr. [redacted]s he agreed it wasn’t necessary to have both the technician and Install Manager at your home at the same time. I assured him that if after [redacted]’s visit, if you wanted [redacted] come to your home, I’d be happy to send him. At your request, on 6/28/13 [redacted] was sent to your home to address the following concerns:

Check the wiring of both units to ensure they are wired properly.

Check the internal home wiring system to ensure it is suitable for the HVAC units installed

Go over the operation of the unit – discuss the run cycles

Setting the thermostat fan to ON vs Auto

[redacted] reported:

Both Systems are wired/installed properly.

The internal home wiring system is suitable for the HVAC systems installed in your home

[redacted] felt you now have a better understanding of the run cycles.

[redacted] discussed the thermostat fan (on vs. auto) options.

The pressures on both units were checked.

2 ton unit is 115 ° Ambient with a 63° ID wet bulb.

4 ton unit is 116 ° Ambient with a 63° ID wet bulb.

Dip Switch was changed from factory default 1.5m @ 100% to Enhanced. This will provide a ramping up and ramping down of the blower.

The high voltage wire is 12/2 Romex, 5c20GA o/d and the low voltage 5c18GA i/d

Hendel’s understands that purchasing a new HVAC system is a major purchase. We pride ourselves in employing only the best installers and technicians who are trained to help our customers understand their new system and work through any issues. All of our employees are we stay the course until our customers are satisfied.

I know you felt that the issues with your new system were related to the installation of your new HVAC systems, but, aside from one wire that came loose, I’m confident the issues you’ve had were not due to the improper installation of your HVAC systems.

Mr. and Mrs. [redacted], I hope the information included in this correspondence is helpful and thet you know, all of us at Hendel’s is here to ensure your HVAC systems are performing, not only as you expect them to, but according to the manufacture specifications.

Kind regards,

General Manager

Hendel’s Air Conditioning & Heating