The equipment we maintained was over years old when we first started working for themAll 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.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"This Bryant heat pump was rated to operate as low a -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*Home Heating & CoolingSE Paiute Way, STE 102Bend, OR 97702541-389-office541-306-fax
Complaint: [redacted] I am rejecting this response because:September 26, We do not accept the 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/and 12/3/ According to the owner and company maintenance technician these would cut down on household dust accumulation and even out airflow, which they didn’tAlso, according to the owner, the return air duct repairs completed on 1/27/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: Refund $for the December duct sealing and repairs Refund $for the January 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 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 until it broke down on February 4, 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 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=$1,900.00)Note: the furnace had to be replaced because it used Freon coolant no longer permitted Labor, parts and commissioning ($+ $1,063.00/= $656.50)SUB-TOTAL: $4, (copy of invoice attached to first response) Sincerely, [redacted] And [redacted]
The equipment we maintained was over years old when we first started working for themAll 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.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"This Bryant heat pump was rated to operate as low a -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
*Home Heating & CoolingSE Paiute Way, STE 102Bend, OR 97702541-389-office541-306-fax
Complaint: [redacted] I am rejecting this response because:September 26, We do not accept the 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/and 12/3/ According to the owner and company maintenance technician these would cut down on household dust accumulation and even out airflow, which they didn’tAlso, according to the owner, the return air duct repairs completed on 1/27/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: Refund $for the December duct sealing and repairs Refund $for the January 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 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 until it broke down on February 4, 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 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=$1,900.00)Note: the furnace had to be replaced because it used Freon coolant no longer permitted Labor, parts and commissioning ($+ $1,063.00/= $656.50)SUB-TOTAL: $4, (copy of invoice attached to first response) Sincerely, [redacted] And [redacted]