McCrea Equipment Company Inc.

From: Benita K*** Date: Fri, Feb 13, at 9:AMSubject: Complaint #*** *** ***To: "***" Cc: Shane L*** , Wayne L*** We have researched the
referenced complaintThe initial service call on December 15, was for a $system inspection The work was performed properly and her system checked out and was operating properly On December 22, the customer called in for no heatAfter a service technician went out, it was found that her defrost board and sensor failedUnfortunately this part failed shortly after our initial visit on December 15th, we feel that the failure had no correlation to the initial call The cost of this repair was $210.00. In the interest of customer satisfaction, we propose that we will offer Mrs*** a one year bronze service agreement at no cost (value of $132.00)Mrs*** has had a service agreement with us in the past but she did not renew in January This agreement gives her two inspections a year and a discount on future repairs. Benita K***, PHRDirector of Human Resources/OperationsMcCrea Equipment Company, Inc*** *** ***Temple Hills, Maryland 20748###-###-#######-###-#### Direct###-###-#### Cell###-###-#### Fax

From: Benita K[redacted] <[redacted]>Date: Wed, Apr 1, 2015 at 11:45 AMSubject: [redacted]To: "[redacted]" <[redacted]>We have reached an agreement with [redacted].  We are refunding her $77.50 and giving her a 1 year service plan. Benita K[redacted], PHRDirector of Human Resources/OperationsMcCrea Equipment Company, Inc[redacted]Temple Hills, Maryland 20748###-###-#######-###-#### Direct###-###-#### Cell###-###-#### Fax  [redacted]

From: David N[redacted] <[redacted]@mccreaway.com>Date: Thu, Dec 18, 2014 at 9:37 AMSubject: FW: [redacted] Complaint ([redacted])To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: Benita K[redacted] <[redacted]@mccreaway.com>[redacted],            ...

    Good Morning. We contacted [redacted] today concerning the customer service complaint listed below. We performed the Fall Inspection on November 28, 2014 the servicing of the equipment was completed and [redacted] seemed satisfied with the result.  [redacted] was not pleased with the scheduling process but seemed content with us using this experience as a learning tool to improve our Customer Service  processes and procedures. Please contact me if additional information is needed. Regards, David N[redacted]General ManagerMcCrea Heating and Air Conditioning Services of Maryland[redacted]Temple Hills, MD. [redacted]W: ###-###-####C: ###-###-####F: ###-###-####Email: [redacted]@mccreaway.com

[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]
 Complaint: [redacted]
I am rejecting this response because:The proposed offer is not reasonable.  Ms. K[redacted] has stated that McCrea feels that there is no correlation between the initial service and the failed defrost board and sensor.  However, I feel that there is a correlation since the 2 1/2  year old system had no problems until after a service was performed by McCrea.  As previously stated, the service and communication provided by McCrea was unsatisfactory.  I feel,  in the interest of customer satisfaction, the appropriate resolution is a refund of $210, and the cost of the heating during that period.  To accept a service agreement from McCrea now would not give me the comfort of knowing that my heating system was properly being maintained.  After all, this complaint is the result of having a McCrea service and then the failure  of my heat pump.  The initial service agreement provided by McCrea in 2012 was included in the Installation Agreement.
Regards,
[redacted]

From: Benita K[redacted] <[redacted]@mccreaway.com>Date: Fri, Feb 13, 2015 at 9:10 AMSubject: Complaint # [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: Shane L[redacted] <[redacted]@mccreaway.com>, Wayne L[redacted] <[redacted]@mccreaway.com>We have research this...

complaint and feel that we need to do right by this customer since McCrea Equipment installed the equipment in 2010. We propose that we will replace the parts that are needed to repair as stated below: To resolve this issue we are willing to make the necessary repairs at a reduced cost of $600 Benita K[redacted], PHRDirector of Human Resources/OperationsMcCrea Equipment Company, Inc[redacted]Temple Hills, Maryland [redacted]###-###-#######-###-#### Direct###-###-#### Cell###-###-#### Fax

Review: My AC unit was installed by McCrea heating and air conditioning. I moved into my newly constructed single family home in January 2012. My AC unit stop working on May 29, 2012 (four months after moving into my home). A technician from McCrea came out and got the AC working. On July 1, 2013 a technician came out because the AC unit was making a loud noise. The technician noted that the unit needed a new blower and that the wheel blower was out of balance, I was told that 2 new parts needed to be replaced. A technician came out on July 3, 2013 and replaced the wheel blower but did not replace the second part (blower motor) because McCrea either ordered the wrong part (vent motor) or was sent the wrong part. The AC unit stop working on July 6, 2013. A technician came out on July 7, 2012 and I believe he said that the new part that was put on the unit on July 3, 2013 needed to be replaced again because the part that remained on the unit damaged the new part. I was told that I would probably have to wait another 4 or 5 days before the correct parts came in and before it will actually be fixed, I said this was unacceptable. July 8, 2012 all the parts were supposedly replaced and my AC was working again. In August 2013 my AC unit stop working again. On October 9, 2013 my heating unit stop working. July 1, 2014 here we go again with the AC unit not working; the technician said the compressor is bad. When the AC unit stop working the first time I was pregnant and temperatures were in the upper 80’s and 90’s. I now have a Toddler and the heat index is 100-105. At this point I feel like the whole unit need to be replaced. I have been in my house for over 2 years and my AC unit has stop working about 4 or 5 times too many. Mr. L[redacted] in an article titled 'Contractor does it right for 75 years. (contracting)' I see he quoted "We call it 'the McCrea way'--do it the right way the first time." This is the fourth or fifth time someone from McCrea came to look at my AC unit because it’s not working. I need the units replaced and done the right way immediately.Desired Settlement: I want the ac and heating unit completely removed and replaced with brand new ones.

Business

Response:

[redacted]

Thank You for taking my call this morning. I’ve put together a timeline of activities at [redacted]’s home over the past couple years:

07/07/2013 Diagnosed service issues ordered Blower Motor parts

07/08/2013 Returned to replace defective parts

08/14/2013 Serviced system replaced contactor

09/03/2013 Serviced system replaced blower squirrel cage wheel

10/07/2013 Serviced system remove clogged air filter

07/02/2014 Diagnosed service issue ordered compressor

07/05/2014 Returned to replace compressor

08/11/2014 Service system with factory representative along with senior service technician installed time delay at Factory rep recommendation.

08/15/2014 Returned to install filter drier also modify duct at factory reps request.

Overall there has been some services issues with the heating and air conditioning equipment at [redacted]’s but McCrea has made every attempt to service and repair in a timely manner. I expressed this view to [redacted] in July when I reviewed service history and scheduled the factory representative and a McCrea service technician to check the system operation. We take customer satisfaction very seriously we use all of our assets to provide the customer the McCreaway experience. Currently [redacted]’s heating and air conditioning equipment is operating without issues, we made all necessary repairs recommended by the factory representative and find no reason to replace the heating and cooling equipment.

Please advise with any questions or comments.

Thanks

David N[redacted]

General Manager

McCrea Heating and Air Conditioning Services of Maryland

4463 Beech Rd

Temple Hills, MD. 20748

W: ###-###-####

C: ###-###-####

F: ###-###-####

Email: [redacted]

Review: No heat in home currently, and received a quote that is 3 times the price of the actual part $286.00. I was informed that with my purchased Silver Contract, that I would not be charged installation/labor charges, that I would only be charged the cost of the part with a 10% discount. When I called today, I was informed that the $286.00 price included installation cost. I informed the gentleman who answered the phone that the price quote from [redacted] ([redacted]) [redacted] and [redacted]'s HVAC supplies where substantially lower then the price quoted for the [redacted] Draft Inducer Assembly ([redacted]). the price ranges from $87.00 to the highest of $110.85 from [redacted]. I wanted a full explanation to validate their higher charge, especially since my agreement stated that I should only be charge for the part, which was found to be lower. The final explanation I received before declining service was that the higher charge was McRae's charge which I find unfair based on market comparison. Being that McRae is the original owner of the maintenance agreement for my home through the building, I look to them with trust and respect to offer the best service at a fair price, which I currently am not getting.Desired Settlement: I want a full itemization of cost. I want them to honor the maintenance plan and remove all extra charges that exceed the actual cost of $110.85 for the part to be replaced.

Business

Response:

Trade Practice Consultant

The Revdex.com

Reference: [redacted]

**. [redacted],

Thank you for bringing this concern to our attention. As always, we appreciate your help in resolving this matter.

In response to the statement from **. [redacted] I offer the following; McCrea uses [redacted] flat rate pricing. This is a service that is recommended across the nation by ACCA (Air Conditioning Contractors of America). This paid service has been used since 1990 and will continue to be used in our industry. In our busy society time is important, and consumers do not want to spend their time watching the clock on a service technician making a repair. Consumers do not like open ended repair bills, but prefer overwhelmingly to know the total price. This pricing is used in many businesses today and if you look you will find flat rate everywhere. Doctors flat rate office visits, lawyers flat rate divorce and bankruptcies, home services such as pest control, lawn service, and others are flat rate, automotive repair has been flat rated by major manufacturers for over 60 years, dentists, restaurants, and a host of other services are provided by a fixed price delivered.

The contract that was purchased covers the labor to install the part – less a discount on the actual part itself. There is shipping fees, shipping paperwork, fuel costs, insurance costs and other such propriety information that are obviously needed to operate a business which are factored in to this flat rate pricing structure. The cost to do **. [redacted] repair without the Silver labor contract would be $646.00 instead of the $286.00. The silver contract also comes with 2 manufacture recommended inspections – normally 109.95 each.

McCrea has been in business for over 76 years. We value our homeowners and work diligently to offer the best service at the most affordable cost. The pricing structure we practice is also used by the majority of LICENSED and insured HVAC contractors across the nation. Market comparison for the same repair would show this as being accurate. Searching for parts on line as well as other companies may show different values but are not truthful in actual delivered costs.

Best Regards,

General Manager / Hers Rater

McCrea Equipment Company, Inc

4463 Beech Road

Temple Hills, Maryland 20748

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