Marano Mechanical, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me under the conditions provided in the attached letter.  Hopefully this will be acceptable.
Thank You,
[redacted]

October 10, 2017 Dear [redacted],This letter is to address a complaint filed against Marano Plumbing & Heating, Inc, dated 10/03/17 by ** & [redacted],Marano Plumbing & Heating, Inc, has been in business for 33 years. Over the years, we have made mistakes but have always...

addressed them, because of this, we have a very successful business,This complaint is rather unjust, I'm not sure where the confusion arises, I did visit the [redacted] residence a few days prior to our 03/01/17 bid, I met with [redacted] and went over her request for a bid on new HVAC equipment. She asked for 2 quotes:1,Replace the existing equipment with similar sized equipment2.Replace the equipment with consideration to her plans to finish the full basement area and add 50 square feet of space on the first level.We sent the quote and [redacted] circled option 2 (for the larger equipment considering the future finished space), signed the proposal and returned it to us. Please see attached proposal. So far so good!We installed the larger equipment as stipulated in the signed proposal. Her decision to install the larger equipment was the correct one for her future plans to condition the new areas. However, yes, the equipment was larger than necessary to condition the present living area of the home,During installation, our technician discussed the issues of putting this sized unit in before her expansion plans came to fruition. We did install a feed and return in the basement to accommodate the increased air flow developed by the larger equipment and explained, perhaps not well enough, that when her basement and laundry areas were completed, this excess conditioned air was needed to condition the new areas, A few days later, **. [redacted] called to discuss this situation.I explained that when the basement and laundry areas were under construction, the air would be distributed to the new areas. Distribution would be done with new feeds and returns in the new finished areas. I explained that similarly, new electric distribution and plumbing distribution would probably have to be changed as well with the duct air distribution. I also explained that this may entail making the electric service larger and the plumbing pipes larger. I was trying to make an analogy. **. [redacted] kept saying "but the unit is too large for our house", to which I said yes it is for now, but is sized for the future expansion, that if you are going to do the future expansion, this is the proper installation.I still don't think he understands the increased size of the unit was done as calculated for the new areas. He said he wasn't happy and what could I do to make him happy. I was frustrated because I could not and still do not understand why he is confused regarding this issue. We want to make our customers happy, but not at any cost, which I explained to **. [redacted], I told him to take $400.00 off the invoice, to which he said OK, if that was the best I could do. We did receive a check for the invoice, but they deducted $500.00 (not $400,00 as agreed) off the invoice.Now let me get a little technical, The existing unit in the house was a 100,000 BTU furnace with 31/2 tons of cooling. It produced 1600 CFMs of air. The existing duct was sized to accommodate 1600 CFMs of air. The new (larger) unit installed is a 130,000 BTU furnace with 5 tons of cooling, It produces 2000 CFM of ar. When construction starts in the basement and laundry area, this difference in air quantity will be distributed with increased duct size and distribution. This was explained to [redacted], but his response was "but the unit is too large for my present situation". I replied, yes, still feeling very frustrated,The [redacted]'s comment about radon also leaves me confused. If radon is present in the residence, it is already permiated throughout. Adding a feed and return in the basement has no bearing, if radon is present.I Still don't know if **. [redacted] doesn't understand the explanation or doesn't want to understand the explanation, I think when the plans for expansion are started, he will understand. My $400,00 credit was given trying to appease an unhappy and confused customer. His appeal for full credit is ridiculous. His last jab at taking $500,00 off the invoice did make me reconsider my first offer.[redacted]'s recent call on a heat problem set me back to a new consideration and I wanted to think about what we were going to do. Before we could schedule a trip to look at his problem, we received this letter from the Revdex.com. The outside temperatures for the last few days have been in the 80's, so I did not respond immediately, I think our next step may be in the legal system, where we will ask for the $500,00 shorted us in this project.Sincerely,Daniel MPresident

October 18, 2017Dear [redacted],In response to the [redacted]'s response to my response dated 10/10/17;1.Yes, by choosing the larger unit, it is sized to condition the additional space as discussed with the homeowner and written on our proposal and signed by [redacted].2.Yes, when the additional space is framed, new duct work will have to be run to accommodate the new areas to be conditioned, as described in my first response,3.There a lot of variables in calculating the correct size of heating and cooling equipment. When additional space is to be conditioned, an assumption is made that the existing equipment has been satisfactory for the existing living space over the past years, Adding the new space requires larger equipment to satisfy the loss and gain of the new space, I was told by [redacted] that they wanted a quote Including an option to condition the house including the new future finished basement as well as additional space in the laundry area, thus the larger equipment in the option.in choosing the larger equipment, I felt that the customer must have already spoken to a contractor and were told of the ramifications of adding new conditioned space, However, I think although misinformed, the [redacted]s will not be happy until the equipment is changed, I am not sure if they want the 100,000 BTLJ equfpment as in the first quote-Again, I take this problem very seriously and would like to satisfy their desires. I propose that they tell me what size equipment they want. I will purchase that equipment, remove the newly installed equipment and install the equipment desired by the [redacted]s in the same location. The new equipment must be the same series of York equipment (but the size they request) that is already Installed. With this compromise, I do not offer any refund for monies already paid. A signed statement from the [redacted]s will be required stating that their choice may not sufficiently condition the entire house and the newly finished space.Hopefully this will be acceptable.Respectfully,Daniel M.President