Joseph Giannone Heating & Air Conditioning Inc.

Ray Hserviced my gas heater He was punctual, professional, courteous, and thorough

My AC Unit and furnace needed replacementI called Joseph Giannone and in only a few days, I got the problem diagnosed, pricing options given to me, and the installation completedA class act organization throughoutI worked with Ed G**, Ray H***, Paul L*** Leon L***, and Brian C*** and couldn't have been happierThey were extremely knowledgeable and professional throughout the entire process

Dear *** ***,
We have resolved the issue with the client
Thanks,
Robert (Bob) G***
General Manager
Joseph Giannone Plumbing Heating & Air Conditioning
Cell: ###-###-####
Direct: ###-###-####

As per our conversation I have spoken to *** *** and sent him an invoice with his tenant signing off saying that we completed both A/C and heat Tune-up, I also offered him his money back and we had come to a verbal agreement that upon his retraction of this complaint and a google review it
would be fair to him to accept a refund for his troublesWe have performed a repair on his personal residence and an agreement on his tenant obtained property and there was confusion as to whether we had fulfilled the agreement on both properties, considering that we are located in Pennsylvania and his personal residence is located in New Jersey after the initial work was performed on his home the state of New Jersey had instituted a new licensing requirement and unfortunately we did not meet the qualifications and therefore we could no longer fulfill our agreement with *** *** to perform the work on his personal residence due to this we had refunded him in the amount of $upon notifying himLater there was a concern (this complaint) in regards to his tenant obtained property of not having the agreement fulfilled we had sent him this invoice attached stating that we had fulfilled the agreement of both heating and A/C tune-up
From: *** *** [mailto:***]
Sent: Wednesday, August 20, 2:PM
To: *** ***
Subject: Complaint ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I have also include evidence to dispute the claim that it is a mutual misunderstandingThe attached email screen shot clearly states I requested the check be sent to an alternate addressUnfortunately, this is another example of the mismanagement and disservice this company providesThank you Revdex.com for assisting me in getting to a resolution that should have been so easily achieved if the company worked as a competent organizationI will provide a follow up within the next days if a check is not received(as I have heard this story before but hopefully with your follow up it will finally be action-ed)
Regards,
*** ***

Ryan G*** was very professional and his work exemplified the high standards set by Joseph Giannone Heating & Air ConditioningSo far, I'm very pleased with the resultsF**n C***

The mechanic sent by Joseph Giannone Inc(Paul ***) was thorough in his evaluation of my HVAC system, most helpful in his advice, completed his tasks with efficiency and worked with a friendly mannerI could not have asked for more satisfactory service from this person and this company

Jim Pwas great Ran a safety check on my heating system and troubleshooter for any potential problems Knowledgeable, honest & reliable

[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: ***
I am rejecting this response because: the company's protocol WAS NOT followed as was explained in the response notice of 11/18/from the business - technician did use an object that look to me like a I-phone with a light to examine the heat exchanger; he was able to examine the heat exchanger while still located inside the heater , and took pictures by putting ALMOST half OF HIS body and head through a 17"tall/14.5"wide hole 58" from floor on left side of heater (note: on 7/21/Joe Jr from Joseph Giannone removed a humidifier from this section; this was my first encounter with the company, and technician was very polite and helpful, I was impressed, that why when I received the mailer describing for $a point inspection I did not hesitate to call.); I did ask technician, during his visual inspection with the I-phone when he was using it did he need more light, but he stated he used it for the light, he NEVER told me that it was a camera (ONLY READING YOUR REPLY TO MY COMPLAINT WAS I MADE AWARE IT WAS A CAMERA); the technician DID NOT show me what pictures he had taken with the camera of MY heat exchanger WHEN HE LOOKED INSIDE I HAVE TO ASK YOU WHY NOT???the technician NEVER "alerted" me to any hazardous condition UNTIL AFTER!!!!! he was asked, BY ME, to re-assemble the unit; because I told him I could not afford it, HE REFUSED TO RE-ASSEMBLE THE UNIT and THAT IS WHEN HE!!! I STATED HE!!!! DECLARED IT A "DANGER"; technician further advised me that heaters with "clam-shell" like heat exchangers (as was my *** heat exchanger type) were defective; and that he was told, by JOSEPH GIANNONE companny to keep an eye out for this type of heat exchanger the technician did visually inspected heat exchanger for wear and cracks, took pictures, so why did he have to REMOVE the heat exchanger!!!!!!!!!!!! WHY DID HE NOT SHOW ME THE PICUTURES with the DAMAGE???? I purchased the $unit because of the TUBULAR HEAT EXCHANGER, AND ONLY BECAUSE THE technician stated that they (tubular heat exchangers)are a better and safer design, AND ONLY THE $UNIT on the ESTIMATE sheet WAS TUBULAR DESIGNWHY WAS I NOT GIVEN MORE CHOICES, FOR A LESSER PRICE, IF THIS WAS A BETTER DESIGN THAT THE COMPANY WANTED CONSUMERS TO PURCHASEI asked the technician if all the heaters were competitive priced on the sheet, he stated YES!!!!!!!!!!!; unknown to me, at the time of his visit and inspection that tubular heat exchangers are available on many other competitors heater at lower prices starting from $- $installed (see angie list attachment-ONE- indicating a 60,000BTU DAIKIN INSTALLED FOR UNDER $1400) it is not "BUYER REMORSE" it is BUYER BEWARD!!!!!!!!!!!!!!!!!!!!!! I trusted the technician who respresent JOSEPH GIANNONE company to be informative and truthful in his dealing with me over the 3-hrs he spent in my home, he had gained my trust, and confidence, I had no fear of him or any reason to think that he was being deceptive Had he followed the JOSEPH GIANNONE company's protocol, and shown me the pictures of the DAMAGE TO THE heat exchanger and or EXPLAINED his findings before he took the heat exchanger complete out of unit, INFORMED ME before he REMOVED THE HEAT EXCHANGER that he would be SHUTTING DOWN THE UNIT!!!!!! once he removed it - I would have DEFINITELY told him NOOOOOOOOOOOOOOOOOO!!!!!! I work days a week, 11/11/was a City holiday, I had no intention to purchase a heater at this time, as I used my credit and retirement saving to purchase a product without having the knowdege or the time investigate the claims, I TRUSTED!!!!!!!!!!!!! the "gentleman- like" technician My MISTAKE!!!!!!!!!!!!!!
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***

My experience with Jospeh
My experience with Joseph Giannone Plumbers is ongoing George S*** came out today and thoroughly inspected my sick air conditioner and revealed that there were two areas that required repair and maintenance to guarantee SAFE unit performance in the future Hot as it was, he left my house with the unit OFF to prevent the cables from freezing up and doing permanent damage to my one-year old compressor We're hoping that he can obtain the Refrigerant System flow Control Component tomorrow so that, with it installed, we can ride out the rest of the heat wave with a safe efficient central air conditioner keeping us coolSo, when this part comes in, I'm hoping that George can come back, complete the job in as thorough a manner as he demonstrated in his first visit today. 

As always, Giannone is reliable and very qualified to do repairs and service They are honest, on time and reasonable

Spoke with customer we are going to return once she calls us to reschedule for us to get out there the beginning of next week to get better insight of the problem

The address that we had on file was an old address our system does accept [redacted] updates automatically naturally we sent check out to the original address. This was a mutual fault for one we should have confirmed the address and 2 we the customer should have told us at one of the numerous times when...

calling us. I am going to remedy this issue by issuing another check and sending it out tomorrow by regular mail, once received I trust that [redacted] will make everything else right.

The technician, Paul L[redacted], called me in advance with the time he would arrive. He was punctual which is always appreciated. He completed his work without mess and sat with us to explain what he did and the status of the heater.

Dear [redacted],
 
font-size: 11pt; font-family: Calibri, sans-serif;">I would like to respond to the issues expressed by [redacted] in her statement, point by point.
 
Point 1. [redacted] maintains, during a 53 point furnace tune-up, the technician proceeded unilaterally to remove her heat exchanger.
 
My reply, there is a great deal of labor involved in removing a heat exchanger. In following Company protocol the technician would use a special camera to first inspect the heat exchanger. If the technician discovered a hazardous condition the technician, would FIRST advise the client, as well as document the condition. ( see attached paperwork) then explain to the client that he would remove the heat exchanger so the client could confirm the fact that the heat exchanger was breached and to take the furnace out of service so it could not cause illness or death to the client.( A side note any beach in an heat exchanger will become larger due to the expansion and contraction of the heat exchanger) [redacted] did sign off on the paperwork indicating she did observe the defects.
 
Point 2. [redacted] stated she could not afford to pay the $2500.00 in repairs ( in fact the repairs would have been$2681.00)
 
My reply, please see option sheet that is attached. It revels 4 different options, three furnaces are listed along with the repair, the client selected the highest investment furnace option at $3300.00.
 
Point 3. [redacted] states that before the technician arrived  that there was no smoke, or evidence of carbon monoxide leaking.
 
My reply, the technician has extensive training in evaluating systems just like the home owners unit. As far as smoke being present it is not relevant, carbon monoxide is colorless and odorless, no smoke.
 
Point 4. [redacted] stated that she could not have an Carbon Monoxide leak because she had an Carbon Monoxide “meter” ( it was a detector) in the immediate area.
 
My reply, while a property functioning Carbon Monoxide detector offers some protection ( see attached paperwork) by the design of the furnace itself, you can have a detector mounted to the furnace and have Carbon Monoxide leaking into the air stream and the detector may NEVER go off unless it is catching air from the air stream. If it fact the leak, exceeded the set point of the device, and the device was functioning properly.
 
Point 5. [redacted] stated that: “ due to my fear of impending cold weather I felt I was being forced to make a immediate selection”
 
My reply, Our technician was at the clients home from 8:37AM. To 12.09PM according to GPS records. The official temperature for Philadelphia November 11th 2014 was a high of 63 degrees. Is it reasonable to assume that if she had doubts she could have called someone else?
 
Point 6. [redacted] stated, she called another contractor that told her if there was no smoke she did not have a leak.
 
My reply, again I say Carbon Monoxide is odorless and colorless. As far as smoke, 20 or so years ago an accepted method of testing a cracked heat exchanger was to use a “ smoke Bomb” to induce smoke to see if it got into the air stream, due to the fact that Carbon Monoxide is colorless.
 
To sum up, [redacted], our company sent a highly qualified technician to tune-up the client’s furnace, he discovered a problem. He advised the client of what he discovered. The client observed the problem. The client was given 4 options, one of which she chose. We completed the installation of the furnace she selected.
 
It is my belief after 40 years in this business, is the client has “buyer’s remorse.”  It is also my belief that her claim is totally unfounded.
 
Please feel free to contact me at any time, if you need further information.
 
Sincerely,
 
    
 
Robert (Bob) G[redacted]
General Manager
Joseph Giannone Plumbing Heating & Air Conditioning
Cell: ###-###-####
Direct: ###-###-####

Dear [redacted],
 
I would like to respond to the issues expressed by [redacted] in her statement, point by point.
 
Point 1. [redacted] maintains, during a 53 point furnace tune-up, the technician proceeded unilaterally to remove her heat exchanger.
 
My reply, there...

is a great deal of labor involved in removing a heat exchanger. In following Company protocol the technician would use a special camera to first inspect the heat exchanger. If the technician discovered a hazardous condition the technician, would FIRST advise the client, as well as document the condition. ( see attached paperwork) then explain to the client that he would remove the heat exchanger so the client could confirm the fact that the heat exchanger was breached and to take the furnace out of service so it could not cause illness or death to the client.( A side note any beach in an heat exchanger will become larger due to the expansion and contraction of the heat exchanger) [redacted] did sign off on the paperwork indicating she did observe the defects.
 
Point 2. [redacted] stated she could not afford to pay the $2500.00 in repairs ( in fact the repairs would have been$2681.00)
 
My reply, please see option sheet that is attached. It revels 4 different options, three furnaces are listed along with the repair, the client selected the highest investment furnace option at $3300.00.
 
Point 3. [redacted] states that before the technician arrived  that there was no smoke, or evidence of carbon monoxide leaking.
 
My reply, the technician has extensive training in evaluating systems just like the home owners unit. As far as smoke being present it is not relevant, carbon monoxide is colorless and odorless, no smoke.
 
Point 4. [redacted] stated that she could not have an Carbon Monoxide leak because she had an Carbon Monoxide “meter” ( it was a detector) in the immediate area.
 
My reply, while a property functioning Carbon Monoxide detector offers some protection ( see attached paperwork) by the design of the furnace itself, you can have a detector mounted to the furnace and have Carbon Monoxide leaking into the air stream and the detector may NEVER go off unless it is catching air from the air stream. If it fact the leak, exceeded the set point of the device, and the device was functioning properly.
 
Point 5. [redacted] stated that: “ due to my fear of impending cold weather I felt I was being forced to make a immediate selection”
 
My reply, Our technician was at the clients home from 8:37AM. To 12.09PM according to GPS records. The official temperature for Philadelphia November 11th 2014 was a high of 63 degrees. Is it reasonable to assume that if she had doubts she could have called someone else?
 
Point 6. [redacted] stated, she called another contractor that told her if there was no smoke she did not have a leak.
 
My reply, again I say Carbon Monoxide is odorless and colorless. As far as smoke, 20 or so years ago an accepted method of testing a cracked heat exchanger was to use a “ smoke Bomb” to induce smoke to see if it got into the air stream, due to the fact that Carbon Monoxide is colorless.
 
To sum up, [redacted], our company sent a highly qualified technician to tune-up the client’s furnace, he discovered a problem. He advised the client of what he discovered. The client observed the problem. The client was given 4 options, one of which she chose. We completed the installation of the furnace she selected.
 
It is my belief after 40 years in this business, is the client has “buyer’s remorse.”  It is also my belief that her claim is totally unfounded.
 
Please feel free to contact me at any time, if you need further information.
 
Sincerely,
 
    
 
Robert (Bob) G[redacted]
General Manager
Joseph Giannone Plumbing Heating & Air Conditioning
Cell: ###-###-####
Direct: ###-###-####

I had a Leak Issue with my Navien Tankless Hot Water Heater that was only 4 years old - I contacted Joseph Giannone Inc. (noted Service Specialist Identified on Navien's Website) - Ryan G[redacted] (Master Plumber) came out on a Sunday and noted several unrepairable leaks - He worked with Navien and took every necessary step in making sure the Unit would be completely replaced per the Warranty at no cost - Mr. G[redacted] is "By Far" the best contractor I have worked with since purchasing my home - Reliable - Accountable - Organized and most importantly someone you can Trust - A+ Contractor and Person

Called and the courteous and friendly individual (Peggy) quickly got us scheduled for a tech to come out and look at why our heater was not working. I dealt with another woman as well at one point and she was equally pleasant but I forget her name.
Ryan the tech was on time and very friendly. Immediately put booties over his shoes when entering the house. He had a neat and clean uniform and went to work. He was extremely friendly with my 22 month old son and with our dog. Once he made diagnosis he showed us everything on the unit that was not working and how it is supposed to work properly. He explained what we needed to do to get the unit firing. He offered us solutions and we selected them to do our work.
When needed parts were in stock I was contacted to set up appointment for completion of work. Again same tech Ryan came out worked clean and fast, showed us everything he did and made additional adjustments that were never done to our system. He made filter recommendations as well.
I would call Giannone again. I would recommend them to friends and family. We will request Ryan in the future.

We have been using Joseph Giannone Heating and Air Conditioning for about 5 years and have always had a positive experience with the company. Their service people are extremely professional and super friendly. We feel we have gotten a fair price for the services we needed and will continue to use them for all future repairs and maintenance.