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Home Heating & Cooling Inc

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Home Heating & Cooling Inc Reviews (4)

According to the U.SDepartment of Energy, the average lifespan of a heat pump is between to yearsIt's possible to get more life out of a unit but once you pass years you are definitely on borrowed time. Bryant states in their product data that this heat pump system is rated to run to -degrees F outside temperature. We offer a satisfaction guarantee on our installs and service work, not on existing equipment (we did not install or maintain until after the year manufacturers guarantee was over) that is out of warranty with us and the manufacturer Sincerely, Ric S*Home Heating & Cooling

Complaint: [redacted]
I am rejecting this response because:We do not accept the response from Home Heating and Cooling.  Home Heating and Cooling’s response does not address the issues listed in our complaint.  This information, presented in response to Home Heating and Cooling’sinitial response to our complaint, is in addition to the information presented in our original complaint. ISSUE ONE:  Home Heating and Cooling’s 100% satisfaction guaranteeHome Heating and Cooling either honors and stands behind its 100% satisfaction guarantee or it doesn’t (copy attached with original complaint).  We are not satisfied with the duct modifications and sealing the company completed on 12/2 and 12/3/2016.  According to the owner and a company maintenance technician these would cut down on household dust accumulation and even out airflow, which they didn’t.   Also, the company maintenance technician suggested this service would increase our heating system’s efficiency enough to qualify for an Oregon Energy Trust rebate, which it didn’t.  We want Home Heating and Cooling to honor its 100% satisfaction guarantee and refund $3059.00 for these two services.  Also, according to the owner, the return air duct repairs completed on 1/27/17 would even out our home’s airflow, which it didn’t.  We want Home Heating and Cooling to honor its 100% satisfaction guarantee and refund $789.00 for that service. ISSUE TWO: Home Heating and Cooling’s comments about the age of our systemThe owner’s comments about the age of our heating system support our statements that he and a company maintenance technician should have considered our heating system’s age and service history when, in December 2016, the company maintenance technician lowered the heat pump lock out temperatures from the original ones set by the company in February 2015.  This caused our heat pump to run continuously from December 2016 until it broke down on February 4, 2017. We believe the company’s decision to lower the heat pump lock out temperatures caused the premature breakdown of our heat pump. BACKGROUND explained more fully in the original complaint documentWe hired Home Heating and Cooling to maintain and service our heating system in December 2014.  According to copies of building permits and realtor records our home had been completely remodeled from the framing out in 2004 (please see attached Deschutes County Information and 2004 Real Estate listing).  As stated above the only relevance the age of our heating system has is that the owner and maintenance technician should have taken it into consideration when, in December 2016, the company maintenance technician lowered the heat pump lock out temperatures from the original ones set by the company in February 2015.   SUMMARYWe hired Home Heating and Cooling in December 2014 to maintain our heating system and keep it from breaking down as their advertising promises.  We followed the company’s twice yearly maintenance visit schedule and, based on the company’s maintenance pledge (copy attached with original complaint) and our experience with the company’s first maintenance technician we relied on Home Heating and Cooling to maintain current knowledge of our heating system, keep our service records up to date, and keep us informed of needed maintenance, which it didn’t. For the better part of February 2017, after our heat pump broke down on February 4, we tried working with the owner and company maintenance technician to come to an equitable agreement about fixing our heat pump.  However the owner refused to negotiate based on incorrect company accounting records that had not been updated to reflect the fact we paid for the return air duct plenum service on 2/11/17 after receiving the invoice on 2/10/17.   In conclusion, we believe Home Heating and Cooling is responsible for the premature break down of our heat pump for the following reasons:A.       Home Heating and Cooling’s regular maintenance did not prevent our heating system from breaking downB.       Home Heating and Cooling neglected to review our service records and keep us informed of maintenance recommendations C.     Home Heating and Cooling ignored the age of our heating system when lowering the heat pump lock out temperature settings originally set by the company in February 2015D.     Home Heating and Cooling ignored previous higher heat pump lock out temperature settings set by the company’s maintenance technician on 2/25/15 E.     Home Heating and Cooling used written generic lock out temperature instructions rather than its expertise, experience, knowledge of our heating system, and common sense when lowering the company’s original Heat Pump lock out temperatures set in February 2015 We want Home Heating and Cooling to pay the following:One half the cost of the replacement furnace and heat pumpReplacement heat pump ($4,672.00/2=$2,336.00)Replacement furnace ($3,800.00/2=$1,900.00)Note:  the furnace had to be replaced because it used Freon coolant no longer permitted Labor, parts and commissioning ($250.00 + $1,063.00/2 = $656.50)SUB-TOTAL:  $4,892.50  (Please see attached invoice)
Sincerely,
[redacted] And [redacted]

Complaint: [redacted]
I am rejecting this response because:September 26, 2017 We do not accept the 9.20.17 response from Home Heating and Cooling.  Home Heating and Cooling’s second response does not address the two issues listed in our complaint and we respectfully request Home Heating and Cooling to respond to our stated issues.  This information, presented in response to Home Heating and Cooling’s second response to our complaint, is in addition to the information presented in our original complaint and first response.ISSUE ONE:  Home Heating and Cooling’s 100% satisfaction guarantee (Please see our original complaint and first response for detailed explanations)Issue one is in regards to Home Heating and Cooling’s 100% satisfaction guarantee, which states, “If you are not 100% satisfied with the service we have provided, we will refund all of your money” (copy attached with original complaint).  As stated in our original complaint and in our first response we are not satisfied with the duct modifications and sealing the company completed on 12/2 and 12/3/2016.  According to the owner and company maintenance technician these would cut down on household dust accumulation and even out airflow, which they didn’t. Also, according to the owner, the return air duct repairs completed on 1/27/17 would even out our home’s airflow, which it didn’t.  Therefore, we want Home Heating and Cooling to honor its 100% satisfaction guarantee as follows:1.      Refund $3059.00 for the December 2016 duct sealing and repairs 2.      Refund $789.00 for the January 2017 return air duct repairsISSUE TWO: Home Heating and Cooling’s comments about the age of our system & the company’s Maintenance Pledge (Please see our original complaint and first response for detailed explanations)We hired Home Heating and Cooling in December 2014 to maintain our heating system and keep it from breaking down as their advertising pledges.  We followed the company’s twice yearly maintenance visit schedule and, based on the company’s maintenance pledge (copy attached with original complaint) and our experience with the company’s first maintenance technician we relied on Home Heating and Cooling to maintain current knowledge of our heating system, keep our service records up to date, and keep us informed of needed maintenance, which it didn’t.In December 2016, after the initial ductwork, the company maintenance technician lowered the heat pump lock out temperatures originally set by the company in February 2015, which caused our heat pump to run continuously from December 2016 until it broke down on February 4, 2017. We believe Home Heating and Cooling is responsible for the premature break down of our heat pump for the following reasons: A.     Home Heating and Cooling’s regular maintenance did not prevent our heating system from breaking downB.     Home Heating and Cooling neglected to review our service records and keep us informed of maintenance recommendations C.      Home Heating and Cooling ignored previous higher heat pump lock out temperature settings set by the company’s maintenance technician on 2/25/15D.     Home Heating and Cooling ignored the age of our heating system when lowering the heat pump lock out temperature settings originally set by the company in February 2015E.      Home Heating and Cooling used published generic product data rather than its expertise, experience with and knowledge of our heating system, and common sense when lowering the company’s original Heat Pump lock out temperatures set in February 2015 We want Home Heating and Cooling to reimburse us for the following:One half the cost of the replacement furnace and heat pumpReplacement heat pump ($4,672.00/2=$2,336.00)Replacement furnace ($3,800.00/2=$1,900.00)Note:  the furnace had to be replaced because it used Freon coolant no longer permitted Labor, parts and commissioning ($250.00 + $1,063.00/2 = $656.50)SUB-TOTAL:  $4,892.50  (copy of invoice attached to first response)
Sincerely,
[redacted] And [redacted]

The equipment we maintained was over 13 years old when we first started working for them. All work performed on the ducting produced results to help improve airflow, these included replacing a crushed main trunk line(this hurts total system airflow and reduces life of the system) , sealing the...

ducting (40% duct leakage reduction) and then increasing return air duct sizing to further lower overall system operating pressures/temps and increase airflow.According to the U.S. Department of Energy, "the average lifespan of a heat pump is between 10 to 15 years. It's possible to get more life out of a unit but once you pass 15 years you are definitely on borrowed time"This Bryant heat pump was rated to operate as low a -40 degrees, much lower than any setting we had the unit set at.I am sorry for Customers when they have major failures, this cannot be avoided as systems age, just like cars.Sincerely,Ric S[redacted]Home Heating & Cooling1044 SE Paiute Way, STE 102Bend, OR 97702541-389-4663 office541-306-4807 fax

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Address: 1044 SE Paiute Way STE 102, Bend, Oregon, United States, 97702-3052

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