Joseph Giannone Heating & Air Conditioning Inc.

The guys came on time, were clean, courteous, knowledgeable and installed my new heating furnace and water heater in a day of solid work. The work was done with care and forethought - the water and gas feeds in and out of both the central heating system and water heater are now much more flexibly managed. They did a great job cleaning the basement after themselves - it might well now be cleaner than when they started.

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

Ryan G[redacted] was very professional and his work exemplified the high standards set by Joseph Giannone Heating & Air Conditioning. So far, I'm very pleased with the results.
F**n C[redacted]

I was very satisfied with the air conditioning service I received from this company. The technician was extremely knowledgeable,prompt and professional. The problem was solved and I am satisfied with the cost

Joseph Giannone runs a first-class operation. The office staff and service staff are extremely courteous and knowledgeable. I have used Giannone for all of my plumbing, heating and air conditioning needs and I have never been disappointed. What other company would provide service on Labor Day and even during the Papal visit? I know I can always depend on Joseph Giannone.

Review: Bought 2 "silver" service plans, one for each of my properties in March 2013... total cost $360. Services never rendered at either property. Refund received for $199 in June 2014 for my home in south jersey which they now state they don't service the area (contrary to what the owner said specifically over a year prior). $161 outstanding owed. Not receiving call back by management after contacting this company MANY timesDesired Settlement: send me the money owed please

Business

Response:

As per our conversation I have spoken to [redacted] 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 troubles. We 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 [redacted] to perform the work on his personal residence due to this we had refunded him in the amount of $199.00 upon notifying him. Later 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: [redacted] [mailto:[redacted]]

Sent: Wednesday, August 20, 2014 2:00 PM

To: [redacted]

Subject: Complaint [redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter considered closed upon receipt of refund.

Regards,

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

This is my second time dealing with this company and they are consistent and reliable. Great workers and great customer service.

Excellent service. Friendly knowledgeable and professional. I'm very picky when it comes to hiring contractors and I couldn't be happier.

Very thorough and informative. Spent nearly two hours with me. Answered all my questions and made me feel very comfortable with my system review and what I can expect in the future. Professional and well-spoken.

The customer service was amazing. The young lady who answers the phone was very pleasant and provided great customer service. I received an email telling me about the plumber coming out to my house. He called to state he was on his way and arrived on time. He was very pleasant an knowledgeable. After he left, I got a follow up call to see how my experience was. I didn't need service at the time but I know I will absolutely use them in the future and recommend them. Great work!

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.

Ray H. serviced my gas heater. He was punctual, professional, courteous, and thorough.

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

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

The guys from Joseph Giannone are the best. They are very professional and friendly.

Review: 11-11-14 service technician arrived to do an advertised 53 point comprehensive gas furnace tune up cost $89.00; 1st he visually inspected heat ex-changer for wear and tear; proceed to remove the complete inner working of heater to pull out ex changer; found several metal rings that had poop off; told me that it needed to be replaced; there was no other reason given; the price to do the repairs was estimated at $2500; told him I could not afford to pay that much and I requested that he put the parts back as my heater was working before he came to do a tune up, there was no smoke or evidence of leaking carbon monoxide, as I have a carbon monoxide meter in the immediate area; he than reply that he would not do it; and that he was shutting the system down because it was a hazard. and he refused to put the parts back; he then gave me a proposals; (3) estimates to buy a new heating system. prices ranged from $2500 (cost he wanted to repair the ex changer of my heater) up to $3300. I then asked if I could get a discount he said yes, but the final bill did not reflect any decrease; due to my fear of the impending cold weather I felt that I was being force to make a immediate selection which came to a total of $3300.00. his actions did not give me time to get other estimates as he refused to put the heater back as he found it in good working order; after fact did call another heating contractor for an approximate estimate to inspect heating exchanger who stated it would not need to be replaced or repair if there was no smoke carbon monoxide leakage cost would be $150Desired Settlement: be honest about advertisement for example once he did the visual inspection, where he saw a need for repair, to then inform consumer before disabling the heating unit to get other estimate, not dismantling the entire unit before such consumer can take further action

Business

Response:

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: ###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: the company's protocol WAS NOT followed as was explained in the response notice of 11/18/14 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 7/21/2007 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 $89 a 53 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 [redacted] 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 $3300 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 $3300 UNIT on the ESTIMATE sheet WAS TUBULAR DESIGN. WHY WAS I NOT GIVEN MORE CHOICES, FOR A LESSER PRICE, IF THIS WAS A BETTER DESIGN THAT THE COMPANY WANTED CONSUMERS TO PURCHASE. I 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 $1800 - $2000 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 3-4 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 5 days a week, 11/11/2014 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,

Business

Response:

Dear [redacted],

We have resolved the issue with the client.

Thanks,

Robert (Bob) G[redacted]

General Manager

Joseph Giannone Plumbing Heating & Air Conditioning

Cell: ###-###-####

Direct: ###-###-####

Consumer

Response:

[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.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

I called Joseph Giannone Plumbing, Heating & A/C several days ago for a routine inspection and cleaning of my heat pump and air handler. I'd had some problems recently with heat not coming on. George came out last Friday and did a thorough job, after which we sat down and he explained to me that my 27-year-old system had 3 components that were either not functioning well or not functioning at all. He explained how much it would cost to replace one, two or all three components for a total of over $1200. I decided it would be foolish to invest $1200 in a 27-year-old system, not knowing what would go bad next. So, I opted for a new system. Saturday morning, Brian came to my house and showed me what my options were for the new equipment, both interior and exterior. He asked a lot of questions to help determine which system would suit my usage. We agreed on a heating/cooling system and today, Monday, a different Brian arrived at 8AM to dismantle my old air handler. Ed arrived at 10:00 to help remove the old equipment. Then they began the installation and, after 11 hours of hard work, they had my new system up and running. One glitch near the end required them to call a service technician to diagnose a problem. Jim arrived quickly and diagnosed the problem as a minor adjustment needed, and not replacement of the electrical system. I was home all day, shivering in the cold, but the guys who came out couldn't have been nicer. They explained everything to me (I ask a lot of questions), they cleaned up as they went along, and they agreed to go off my property to smoke. Better if they hadn't reeked of cigarettes, but I suppose that goes with the territory. So far, I'm impressed with Giannone and would recommend them to others. We'll see how they do with the 10-year warranty on parts and labor and the bi-annual check-up.

Ryan arrived on time - early in fact and got the inspection/tune up done quickly. Offered up options and explained them very well.

Jim P. was great.They come in to the city where other people say (they are great )will not set foot in city.Business great!