McCrea Heating & Air Conditioning Services of VA

After a site visit with our Service manager and our HR director we determined that the main (common) drain was backing up and at the very least partially responsible for the water damage. We instructed the homeowner to file a claim with her homeowners insurance and they could then work with...

our insurance company if they feel we were at fault in this situation. This was not a clear case of negligence or fault which is why both insurance companies need to be involved.Benita K[redacted] has more details if anyone would like to discuss the findings at the home [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]See Statement below to McCrea.  Please have them sign and return the "Release of Liens/Liability Statement" to me and cc Revdex.com.  
Regards,
[redacted]   [redacted]  [redacted] – Release
of Lien/Liability Statement
 Dear Mr.[redacted]:
 
RELEASE OF LIENS/LIABILITY STATEMENT
 
In connection with the dispute with McCrea
Heating & Air Conditioning Services of VA, LLC. [redacted] agrees
to pay the sum of two hundred twelve dollars and no/cents ($212.00) minus
the refund amount of ninety dollars and no/cents ($90.00) due to [redacted] for nonperformance.
 
Further, it
is agreed that this payment of $212.00 is the entire sum due to McCrea
including any/all penalties, service charges, collection fees, all
previous service contracts, oral agreements, or any other fees that may be
construed to be the responsibility of [redacted].
 
 ________________________________________________
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

This is in response to Revdex.com case number [redacted]
 
0px; font-size: 12.8px; font-family: arial, sans-serif;">The complaint states that we did not submit the requested invoice to [redacted].  The homeowner submitted the rebate form to [redacted] directly, then on January 12th requested that we fax over the invoice that was requested from them by [redacted].  The invoice was faxed over on January 12th as requested on that day.  Debbie (the individual the fax was addressed to at [redacted]) called into the office exactly a week later requesting the same information with specific verbiage to ensure the homeowner received his rebate.  After being provided with the fax number directly from Debbie at [redacted] on January 19th, the requested invoice was faxed once again.  Neither the homeowner or [redacted] has informed us of any issues since January 19th when the second fax was sent.  I have attached a copy of the requested invoice and cover sheet that was faxed twice, along with a copy of the “fax activity report” which shows the date and times (highlighted) that the fax went through successfully on both attempts.
 
The desired settlement states that the homeowner would like the information sent to [redacted].  The information has been sent twice as requested.  If there is still an issue with [redacted] issuing the homeowner with his rebate, the best solution would be to follow up with [redacted] directly to see what the holdup may be now that they’ve received all of the necessary information from both the homeowner and our company.  If any other information is needed, we have yet to be notified.  If there is anything else we can do the assist the homeowner in getting his rebate, we’d be happy to provide any additional information [redacted] may need.  Every request made by either the homeowner or [redacted] has been fulfilled by McCrea.
 
Please let me know if there is anything else that is required for this case to be closed.
 
Thank you,
 
Roda [redacted]
Replacement Administrator
McCrea Heating & Air Conditioning Services
5083 Lee Highway
Warrenton, VA 20187

After a site visit with our Service manager and our HR director we determined that the main (common) drain was backing up and at the very least partially responsible for the water damage. We instructed the homeowner to file a claim with her homeowners insurance and they could then work with our...

insurance company if they feel we were at fault in this situation. This was not a clear case of negligence or fault which is why both insurance companies need to be involved.Benita K[redacted] has more details if anyone would like to discuss the findings at the home [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
See Statement below to McCrea.  Please have them sign and return the "Release of Liens/Liability Statement" to me and cc Revdex.com.  
Regards,
[redacted]
[redacted]   [redacted] – Release
of Lien/Liability Statement
 Dear Mr.[redacted]:
 RELEASE OF LIENS/LIABILITY STATEMENT
 
In connection with the dispute with McCrea
Heating & Air Conditioning Services of VA, LLC. [redacted] agrees
to pay the sum of two hundred twelve dollars and no/cents ($212.00) minus
the refund amount of ninety dollars and no/cents ($90.00) due to [redacted] for nonperformance.
 
Further, it
is agreed that this payment of $212.00 is the entire sum due to McCrea
including any/all penalties, service charges, collection fees, all
previous service contracts, oral agreements, or any other fees that may be
construed to be the responsibility of [redacted].
 
 ________________________________________________
[redacted]

Looking back thru the history for this customer we have several appointments that were scheduled over the last few years were we have tagged the door several times and tried to call but he does not answer the phone. In this particular case the technician was dispatched to his home at 3:30...

pm and called the customer and he did not answer. The technician called againFriday evening to no avail and then returned to the home and tagged the door on Saturday. That being said because we have not performed the inspections on his contract we will refund his contract 100%.  He can call the VA office and ask to speak with [redacted] and she can start the process of re-funding his money for the contract.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Not sure how the company determined they came to the conclusion that the "main drain" was "partially" the problem.  On July 8, 2016 Mr. Ray W[redacted] came back to the unit and tested the “main drain” theory.  He poured water down the condensation pipe which connects the main drain and watched a “steady flow of water” come out the main drain pipe which runs thru the bottom of the building, as he stated on the invoice.     I've had no problems with water leaking prior to the install of the new AC unit by this company -  Again, this was negligence by the installer who did not make sure the condensation pipe was properly secured during the install of the new AC Unit.  This is very unfortunate Mc Crea is not taking responsibility.
Regards,
[redacted]

On April 22, 2014 we performed a spring inspection at that time the technician found the AC unit to be operating properly. This was still...

early in the season and not really hot at that time. His email to the office notes that “found pressure was a little low, but not really that hot yet”
 
On 5/15/2014 we returned for a no ac call. The customer was not charged for this call but was charged for adding 2lbs of refrigerant to get the system operating normally. The customer requested to be billed as noted on the signed service ticket and refused to pay for the services rendered. The total was 212.00. Our service manager contacted this customer to explain and was hung up on. The customer never paid this and was added to our “do not service list” until he pays the money owed to us for fixing his system
 
If the first technician had determined that the system was low on charge he would have been charged during the first visit. McCrea did not charge this customer anything except for the refrigerant needed to get his system operational on the second visit.
 
Resolution:
 
McCrea will refund the 99.00 for ½ the contract cost that the customer is requesting once the customer pays the 212.00 owed to the company for refrigerant added to his system.
 
 
[redacted]
[redacted]

Good morning Mrs. [redacted],I am requesting the Cause of Origin Report to be released to me. As a consumer, I have the right to know what happened as a safety concern and protection from it happening again in the future. Thank you for your assistance. Have a good day.[redacted]

This customer had another company replace their HVAC system. The terms of the contract the customer signs does say that it is their responsibility to schedule their inspections. McCrea mails a postcard reminder, emails reminders, and if customers don't schedule they get put on a call list to...

schedule. The contract is for more than inspections it gives customers priority service for emergency calls ect. In year 4 of the contract the customer received 1 inspection and had several problem calls with their older system. Although not required as an act of good faith McCrea will refund 100 dollars for year 5 of the contract. Please have the customer contact our office and ask to speak to [redacted] about issuing the refund.

This is in response to Revdex.com case number [redacted] The complaint states that we did not submit the requested invoice to [redacted].  The homeowner submitted the rebate form to [redacted] directly, then on January 12th requested that we fax over the invoice that was requested from...

them by [redacted].  The invoice was faxed over on January 12th as requested on that day.  Debbie (the individual the fax was addressed to at [redacted]) called into the office exactly a week later requesting the same information with specific verbiage to ensure the homeowner received his rebate.  After being provided with the fax number directly from Debbie at [redacted] on January 19th, the requested invoice was faxed once again.  Neither the homeowner or [redacted] has informed us of any issues since January 19th when the second fax was sent.  I have attached a copy of the requested invoice and cover sheet that was faxed twice, along with a copy of the “fax activity report” which shows the date and times (highlighted) that the fax went through successfully on both attempts. The desired settlement states that the homeowner would like the information sent to [redacted].  The information has been sent twice as requested.  If there is still an issue with [redacted] issuing the homeowner with his rebate, the best solution would be to follow up with [redacted] directly to see what the holdup may be now that they’ve received all of the necessary information from both the homeowner and our company.  If any other information is needed, we have yet to be notified.  If there is anything else we can do the assist the homeowner in getting his rebate, we’d be happy to provide any additional information [redacted] may need.  Every request made by either the homeowner or [redacted] has been fulfilled by McCrea. Please let me know if there is anything else that is required for this case to be closed. Thank you, Roda [redacted]Replacement AdministratorMcCrea Heating & Air Conditioning Services5083 Lee HighwayWarrenton, VA 20187

On April 22, 2014 we performed a spring inspection at that time the technician found the AC unit to be operating properly. This was still early in the season and not really hot at that time. His email to the office notes that “found pressure was a little low, but not really that hot yet” On...

5/15/2014 we returned for a no ac call. The customer was not charged for this call but was charged for adding 2lbs of refrigerant to get the system operating normally. The customer requested to be billed as noted on the signed service ticket and refused to pay for the services rendered. The total was 212.00. Our service manager contacted this customer to explain and was hung up on. The customer never paid this and was added to our “do not service list” until he pays the money owed to us for fixing his system If the first technician had determined that the system was low on charge he would have been charged during the first visit. McCrea did not charge this customer anything except for the refrigerant needed to get his system operational on the second visit. Resolution: McCrea will refund the 99.00 for ½ the contract cost that the customer is requesting once the customer pays the 212.00 owed to the company for refrigerant added to his system.  
[redacted]
[redacted]

Review: On May 31, 2016, McCrea Heating & Air, LLC installed a new [redacted] AC unit at my property of [redacted] Unfortunately during the install the condensation pipe was not secured and therefore caused water to leak to my neighbors unit below at Unit #204. The leak was discovered 3 weeks after the install by my neighbor who knocked on my door to complain water was leaking from my unit down to their unit. Immediately I called McCrea. On June 20, 2016 a technician (Mr. Johny S.) came out to survey the problem. The technician discovered the AC condensation PVC pipe wasn’t properly glued and connected to the PVC Main Drain pipe, and therefore was the cause of the leak. In addition he assessed the water damage to both my unit and the neighbors unit below as he stated on the receipt. In my unit, the floor boards in the utility closet were completely soaked, in addition to water spots on the dry wall and mold on the drywall near the leak. The neighbors unit below (Unit #204), had water damage to the ceiling of their utility closet. The neighbor had collected a bucket of water due to the leak from my unit. Unfortunately, the technician (Mr. Johny S) was unable to fix the problem and deferred the situation to management at McCrea. At a later time the same day, June 20, 2016 Managers, Mr. Ray W[redacted] and Ms. Benita K[redacted] came to my unit to assess the damage and fix the leak. Mr. W[redacted] “re-glued the ¾ PVC line going into the main drain.” Ms. K[redacted], assessed the damage to my unit and the neighbors unit below #[redacted]. I explained to Ms. K[redacted] the water had been leaking for 3 weeks and we were unaware. Ms. K[redacted] suggested I allow the water to completely dry and they would reassess the damage. Ms. K[redacted] suggested finding out from my Associations Property Manager when the last time the “main drain” had been flushed. Ms. K[redacted] implied, the “main drain” could have potentially been the cause of the leak.Desired Settlement: On June 22, 2016, I followed-up with an email to Ms. Benita K[redacted] to inform her the main drain to my unit and my neighbors unit had been flushed on May 5, 2016. I informed Ms. K[redacted], I thought this was an unfortunate incident caused by the installer not properly securing the condensation PVC pipe during the install, in addition to asking Mr. K[redacted] the next steps. I requested in my email the ceiling in my neighbors utility closet be fixed, in addition to the floor boards in my utility closet be replaced. Ms. K[redacted] replied she would follow-up with her General Manager to resolve the issues. On July 22, 2016 Ms. K[redacted] informed me to contact my “home owners insurance policy and they will investigate and coordinate any repairs they find necessary.” I am unaware why I would contact my Home Owners Insurance, when the damage caused was a result of McCrea Heating & Air, LLC negligence. I think they are giving me the run-around and not taking responsibility.

Business

Response:

After a site visit with our Service manager and our HR director we determined that the main (common) drain was backing up and at the very least partially responsible for the water damage. We instructed the homeowner to file a claim with her homeowners insurance and they could then work with our insurance company if they feel we were at fault in this situation. This was not a clear case of negligence or fault which is why both insurance companies need to be involved.Benita K[redacted] has more details if anyone would like to discuss the findings at the home [redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Not sure how the company determined they came to the conclusion that the "main drain" was "partially" the problem. On July 8, 2016 Mr. Ray W[redacted] came back to the unit and tested the “main drain” theory. He poured water down the condensation pipe which connects the main drain and watched a “steady flow of water” come out the main drain pipe which runs thru the bottom of the building, as he stated on the invoice. I've had no problems with water leaking prior to the install of the new AC unit by this company - Again, this was negligence by the installer who did not make sure the condensation pipe was properly secured during the install of the new AC Unit. This is very unfortunate Mc Crea is not taking responsibility.

Regards,

Review: I signed a five year contract with McCrea for spring (air conditioning) and fall (heating) inspections which ends on February 11, 2015 for about $500. In August 2013, I had the McCrea furnace and air conditioning unit removed and a new system installed by [redacted]. The last McCrea inspection was conducted in June 2013. Today I received a Service Agreement Renewal from McCrea for the next year (February 12, 2015 through February 11, 2016). McCrea says it is the homeowner's responsibility to schedule the inspections (which I have not done since June 2013). So, in effect, I have been paying for over a year's service with NO SERVICE PROVIDED. Yet, McCrea is happy to extend no service for another year for $132. By the way, with my new system, [redacted] calls the homeowner to schedule their inspections!!Desired Settlement: At roughly $100 for two inspections per year, I have not received three service inspections (Fall 2013, Spring and Fall 2014)at a total value of about $150. I believe McCrea should refund that amount.

Business

Response:

This customer had another company replace their HVAC system. The terms of the contract the customer signs does say that it is their responsibility to schedule their inspections. McCrea mails a postcard reminder, emails reminders, and if customers don't schedule they get put on a call list to schedule. The contract is for more than inspections it gives customers priority service for emergency calls ect. In year 4 of the contract the customer received 1 inspection and had several problem calls with their older system. Although not required as an act of good faith McCrea will refund 100 dollars for year 5 of the contract. Please have the customer contact our office and ask to speak to [redacted] about issuing the refund.

Review: Mccrea scheduled me for an appointment today 10/31/2014 from 12PM-7PM. Unfortunately after 3 follow-up calls, no one has updated me on the schedule of the technician whether he is going to show up or not. I took half day off from my work just to be at the house during the window but it turns out to be a waste. I'm working on a per hour basis and its big deal for me because I cant charge those hours with my contract.Desired Settlement: I'd like to settle this with a refund of the remainder of the service. I will also like to charge them the hours that i'm not at work because of their screwed scheduling.

Business

Response:

Looking back thru the history for this customer we have several appointments that were scheduled over the last few years were we have tagged the door several times and tried to call but he does not answer the phone. In this particular case the technician was dispatched to his home at 3:30 pm and called the customer and he did not answer. The technician called againFriday evening to no avail and then returned to the home and tagged the door on Saturday. That being said because we have not performed the inspections on his contract we will refund his contract 100%. He can call the VA office and ask to speak with [redacted] and she can start the process of re-funding his money for the contract.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Normally, we call them on when they can scheduled a visit. The reason for this complain is that, I called them the day before and during the appointment date. I even have to take off at 11AM because the window they gave me is between 12PM to 7PM. I was here waiting for them within that window and they never showed up. I called their dispatch 3x and they said they will notify the technician to call me and give me an estimate time. The technician did not call me after that 3 calls with the dispatcher. They left a note in the following day obviously no one even call me that they are coming. We do not stay home weekdays because we are working and for that reason they have to schedule a visit. Like I said I called them to (1) scheduled the appointment and which they gave me the date and window that the technician will be here. (2) I called their dispatcher 2 days before the scheduled visit (3) during the appointment I called the dispatcher 3 times to follow up but didnt get a return call, not a single call from the technician or dispatcher !!!!

I will stick to my proposed resolution!

Respectfully, [redacted]

Review: One professional technician should have been able to properly service the AC equipment on the initial visit to our home, making sure the unit had adequate R-22 and operating properly. After the technician completed his inspection and servicing, he assured us the unit had all required repairs and was ready for peak performance for the season (indicated on service ticket). Also, there was no mention on the service ticket of any problems with the unit.

Upon our attempt to utilize the AC unit, it failed to operate requiring an additional visit by a McCrea technician for corrective action to remedy the situation caused by [redacted] first technician. McCrea passed on the cost of the corrective work us, the customer, which is the chief complaInt.Desired Settlement: McCrea was hired to perform services on our heating/AC twice a year in accordance with our “Prepaid Service Contract” which was signed by both parties. They refused to perform the second inspection/service upon our request. As a result, we were forced to obtain a third party to perform the inspection/service. Regardless of whether or not a dispute existed between the two parties, we are entitled to a refund for one half of the value of the prepaid contract which McCrea breached by their “failure to perform” as requested

Business

Response:

On April 22, 2014 we performed a spring inspection at that time the technician found the AC unit to be operating properly. This was still early in the season and not really hot at that time. His email to the office notes that “found pressure was a little low, but not really that hot yet” On 5/15/2014 we returned for a no ac call. The customer was not charged for this call but was charged for adding 2lbs of refrigerant to get the system operating normally. The customer requested to be billed as noted on the signed service ticket and refused to pay for the services rendered. The total was 212.00. Our service manager contacted this customer to explain and was hung up on. The customer never paid this and was added to our “do not service list” until he pays the money owed to us for fixing his system If the first technician had determined that the system was low on charge he would have been charged during the first visit. McCrea did not charge this customer anything except for the refrigerant needed to get his system operational on the second visit. Resolution: McCrea will refund the 99.00 for ½ the contract cost that the customer is requesting once the customer pays the 212.00 owed to the company for refrigerant added to his system.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

See Statement below to McCrea. Please have them sign and return the "Release of Liens/Liability Statement" to me and cc Revdex.com.

Regards,

[redacted] – Release

of Lien/Liability Statement

Dear Mr.[redacted]:

RELEASE OF LIENS/LIABILITY STATEMENT

In connection with the dispute with McCrea

Heating & Air Conditioning Services of VA, LLC. [redacted] agrees

to pay the sum of two hundred twelve dollars and no/cents ($212.00) minus

the refund amount of ninety dollars and no/cents ($90.00) due to [redacted] for nonperformance.

Further, it

is agreed that this payment of $212.00 is the entire sum due to McCrea

including any/all penalties, service charges, collection fees, all

previous service contracts, oral agreements, or any other fees that may be

construed to be the responsibility of [redacted].

________________________________________________

Review: Two winters ago, our furnace had a problem. We called McCrea which had serviced our furnace since 2001. The technician told us the swicthboard needed to be repaired for $500 and that we needed a new furnace. If we agreed on the spot to buy a new furnace for more than $11,000, he would fix the problem for free until the new one was installed. We agreed and McCrea installed a new [redacted] furnace with the promise that the new unit would be more efficient and quiter. We were happy with the heat system, there were problems, but McCrea wes able to fix them. However, when spring came, we noticed that the compressor that is installed behind our bedroom made so much noise especially when it started. We called McCrea and the technician told us [redacted] furnaces are noisy. He even joked that that's why they named it [redacted] (rhymed with train) because it is noisy. We told them we can't have that much noise next to our bedroom. One technician proposed that we moved the compressor away from the bedroom with a cost of thousands of dollars. Finally we hired an independent contractor to look into the problem. This guy said that the compressor was defective and needed to be replaced. We reported the finding to McCrea who sent the same technician with the same diagnosis that there is nothing wrong with the compressor, we just needed a blanket to cover up the noise. And by the way, a McCrea salesman came to our house and suggested that we needed a new furnace for our second heating system upstairs. He said if we agreed to get a new [redacted] system, he would give us the blanket for free ($250). We told him, the blanket would not solve the problem because the noise came when the system started. Last spring, the technician told us that they would ask a [redacted] dealer, [redacted], to have a "site visit". He never came. In July, we called McCrea and they sent the same technician who told us the same thing and promised that [redacted] would come to inspect the compressor. Every week we called but get the same answer. So we wrote to [redacted] and a [redacted] replied promising that [redacted] would come when he is free. He said [redacted] is very busy training dealers. Meanwhile, our two year labor warranty will expire soon. Please help! We feel so hopeless. Last time we called McCrea, the woman who answered the phone told us, "Nothing is wrong with your heating system." I wish she could come and try to sleep in our bedroom when the furnace starts up.Desired Settlement: Please either repaired or replaced the compressor before the labor warranty expires.

Business

Response:

The system is operating normally and this has been verified by our technicians several times. We did reach out to [redacted] to have them verify our evaluation and they chose not to come evaluate the system (email communication below from [redacted]). That being said I would be willing to install a compressor blanket on the compressor to deaden the noise from the compressor for the customer as an act of good faith. In my opinion [redacted] should have come out and verified our evaluation. Because they chose not to I will purchase the blanket and install it for the customer at no charge or demand an evaluation from [redacted] if that is how the customer wishes to proceed. Below is the email communication with [redacted] in regards to this customers complaint.

Review: During the sales pitch I was told if I purchase a higher grade HVAC unit I was eligible for a rebate of $250.00 after McCrea installed the units.

I agreed to the upgrade the units were installed in August 2015 I waited for the promise rebate form. In December 2015 I received a call and was mailed a rebate to file with [redacted]. The correspondence was over the limited time (90 days) to file for the rebate.

After explaining to the rebate section of [redacted] about the above issue and that I was a total and permanent disabled veteran they accepted my rebate form for processing.

Now I needed to send an invoice which I did. The invoice provided by McCrae was unacceptable.

Once again I called McCrea and spoke to someone in the sales section who in turn said they will fax all needed information to [redacted] rebate section.

I provided McCrea's person with the fax number with s promise they would fax an invoice within two hours of my call. That was Tuesday, January 12, 2016.

As of Thursday January 14, 2016 [redacted]'s rebate section has NOT received anything from The McCrae company.

In conclusion the sales rep and company mislead me into an upgrade on the promise of a rebate. They also advertise on a local radio station (WTOP) website.Desired Settlement: I would like them to send the information to Virginia [redacted] Company so I may receive a rebate.

Stop taking advantage of people like myself a disabled veteran and set their salesman and customer service straight about misleading people.

I want my rebate I waited 4-5 months since the sale and installation.

No more promises or excuses.

I want my rebate.

Business

Response:

This is in response to Revdex.com case number [redacted] The complaint states that we did not submit the requested invoice to [redacted]. The homeowner submitted the rebate form to [redacted] directly, then on January 12th requested that we fax over the invoice that was requested from them by [redacted]. The invoice was faxed over on January 12th as requested on that day. Debbie (the individual the fax was addressed to at [redacted]) called into the office exactly a week later requesting the same information with specific verbiage to ensure the homeowner received his rebate. After being provided with the fax number directly from Debbie at [redacted] on January 19th, the requested invoice was faxed once again. Neither the homeowner or [redacted] has informed us of any issues since January 19th when the second fax was sent. I have attached a copy of the requested invoice and cover sheet that was faxed twice, along with a copy of the “fax activity report” which shows the date and times (highlighted) that the fax went through successfully on both attempts. The desired settlement states that the homeowner would like the information sent to [redacted]. The information has been sent twice as requested. If there is still an issue with [redacted] issuing the homeowner with his rebate, the best solution would be to follow up with [redacted] directly to see what the holdup may be now that they’ve received all of the necessary information from both the homeowner and our company. If any other information is needed, we have yet to be notified. If there is anything else we can do the assist the homeowner in getting his rebate, we’d be happy to provide any additional information [redacted] may need. Every request made by either the homeowner or [redacted] has been fulfilled by McCrea. Please let me know if there is anything else that is required for this case to be closed. Thank you, Roda [redacted]Replacement AdministratorMcCrea Heating & Air Conditioning Services5083 Lee HighwayWarrenton, VA 20187

Review: In July, McCrea replaced a HVAC system for me. There have been problems with it ever since. Initially, there were problems due to initial clearing of the system. After the system was cleared, it only worked for approximately one week, before another problem surfaced. This time, it was a faulty valve. For a brand new system, this makes no sense. The valve has still not been replaced and its been nearly 3 weeks from the initial diagnosis of the valve. Furthermore, band-aid remedies to fix the problem only made matters worse, because the system coil literally froze inside, forcing further delay as the diagnosis happened on a Friday. A new part had to be ordered which carried through the weekend. Even further, it has been very difficult to schedule service appointments as it seems I am constantly forced to fit their schedule. There is little to no flexibility to meet halfway. I have worked with other HVAC services in the past, and scheduling appointments was never an issue. On several occasions, McCrea's techs arrived at my home during times at which I had clearly stated to the scheduling department that I could not be present in the home. Once, this forced me to miss an appointment because my alternate phone number was not used, as I instructed to be used. The tech arrived. I was not home...I said I could arrive in the afternoon. The arrival was in the morning. I couldn't have been more clear, as the appointment was in the morning. Taking it on your own initiative to show up at a home and expect for someone to be there doesn't help.Desired Settlement: Since the service has been largely inoperable for almost 1 month, some of the initial cost should be returned to me.

Business

Response:

[redacted],

See the email below with the history of the calls. When we went out on 9/12 to replace the part the customer had been running the unit and it was completely frozen so we could not complete the repair. It notes on the service ticket that the customer was to call into the office to re-schedule the repair. The customer did not do this they did call in a schedule there planned maintenance but the service ticket had not been closed out and the call taker would not know that a part was needed. On 9/18 we did the inspection but the tech did not have the part because it was never scheduled. We returned 3 days later and replaced the part. Not sure how this justifies a reimbursement. As an act of good faith for the miscommunication I would offer a free year extension of his service contract.

I assume [redacted] is working on getting the tickets here – but I can send you a history with dispatch info:

7/9/14: Installed zone 2 unit through replacements

9/5/2014: [redacted] out - [redacted]. Txv failing. Suct psi 105 liq 365. Need repl txv in attic. [redacted] In warr. No ac.

9/12/2014: [redacted] out - In 100. Out215. Inv [redacted]. Cust arrived 135. Checked system found frozen. Disabled odu. Cust will make new appointment

9/18/2014: Here the homeowner called in and scheduled his fall check, but did not say anything about the TXV being needed and I can only assume the person who scheduled didn’t look at the previous call and catch it. For the dispatchers part – it says on [redacted] dispatch that the homeowner would call and make a new appointment. We got out to do the fall check and of course didn’t have the TXV and he was angry. Dispatch from that call – [redacted]. Cannot complete fall check. System not working. Txv needs replacement. [redacted] was to. Repl txv but system frozen. Homeowner angry. Need to repl txv and fall check can be completed upon install.

9/19/2014: [redacted] out - In1140. Out 1240 inv [redacted]. Cust not home. Pumped down system and installed drier. Left odu disabled. Tagged per dispatch

9/22/2014: [redacted] out - In 800 out 1015 inv [redacted] pumped down system. Replaced txv+ drier. Pressure tested. Evacuated. Released charge and. Adjusted. System working properly at this time

Vice President/Owner

McCrea Heating and Air Conditioning

Office [redacted]

Cell [redacted]

Fax [redacted]

"whatever you are be a good one"

Abraham Lincoln

Review: Bought a brand new home in Haymarket va April 2010, and McCrea was the contractor who did the AC unit installations for the Builder, three years in (July 2013) living in the home and AC lines behind the wall sprung a leak. I called them ( since they did the installation and their contacts were glued to my unit) to come out and check the problem out , the man who came in ( July 2013) instead said the damper was shut and it was to be open. I also lived a good part of my life in the tropics and tolerate heat well, therefore do not run my AC much during the summer either. Which makes me believe that the leak had to happen over time and the water proofing in the dry wall allowed the water to collect over time, when finally drywall was open you could see where the water had taken its toll on the timber behind drywall. To access the damper one has to open up an access area for that , and I never did touch that . I steer clear of machines. I saw the technician pry the silver/grey tape to access the area and explain he was opening the damper which was shut. Because I was not satisfied to just fix the dry wall before I figure out source of the actual leak behind the dry wall I asked a contractor to break the dry wall to ensure what the problem was and where exactly the leak was from, he identified it as an AC pipe that was not properly insulated. They took no responsibility for it at all for this , yet they are the ones who did the installation and came for the visit where they said the damper was the issue , charged me and left me to fend for myself. These people have some very questionable business practices. I ended up having the AC pipe fixed and drywall repaired by different contractor. Today, my heat is running but the house is not very warm and area around the AC is hot , come to find that , the place the mccrea man had opened up to access the damper was open. When he opened it , he did not remove the old tape and then placed , new tape on top of old tape and with the heat it could not stay closed. The lady whom I spoke with today is very rude and tells me that it is past 30 days after the work was complete. However the job was done in a shoddy manner not once twice. First when the unit was installed and then when he came in to "fix" the damper. I highly doubt this was the problem but rather just a way to get me to pay him to come out to do nothing and waste my time.This is because I became aware of the leak when the smoke detector exploded and then it went off. The fire department men who responded to the call actually said they suspected it was an AC line leak, which was why I called McCrea to come fix the issue. But McCrea came out and jut fixed the damper and did not even bother to check behind the dry wall, I went ahead and called another contractor.who breached drywall and identified a gash on the AC line insulation and water marks leading to the smoke detector. Until the damage was properly fixed under the advice of the fire department , I did not run the AC unit to avoid further complications. I am very lucky.The water leak could have been disastrous considering that , the leak was in the ceiling to a fairly small room, and in close proximity to the ceiling light and fan connections. when the fire marshal opened up the smoke detector when they came out , there was water dripping from it!! I am also lucky that there was no mold that developed otherwise this could have created additional health risks and financial expenses. I have chronic bone pains as rheumatism runs in my family. I am scheduled to have a succession of out patient medical procedures beginning 26th of Nov and on bed rest too. With the Weather getting colder and my lack of tolerance for the cold. I need to have the issue addressed at soonest. My mum's house is older and am yet to hear an issue with her AC unit. These are there code of ethics , nothing of what I have actually experienced: [redacted]Desired Settlement: They need to come out and properly "finish" the job. Better yet I can have a new company properly fix the issue and they can refund me my fee they charged me to come identify and fix the AC leak.

Business

Response:

This customers equipment was installed on 12/16/2009 and the one and only call we ran at his home was on 7/31/2013. We were called in for no cooling and discovered a fire damper was closed we opened the damper and the system was then functioning normally. The system was well outside the 1 year warranty and the customer only paid a diagnosis fee for sending a technician to his home. Condensation may have formed from the ducts sweating once the damper was closed. We are happy to return to his home to review what was done and if something with our installation was not proper we would not charge the customer. If everything was in order he would need to pay a diagnosis fee to have us come out again.