Michael's

This is in response to the allegations stated in the complaint filed by ***.

Please note that on Friday, April 19, 2019, *** contacted me and requested information on the installation of a ductless air conditioning system at her residence. An estimate was scheduled for Monday, April 22, 2019. Upon inspection of the premises, and in my professional opinion, it was determined that the property was not a good candidate for a ductless system. It was explained to the owner that ductless systems are designed for open concepts and there were too many rooms and walls in her property to accommodate such a system. Upon further inspection, it was determined that ***’s heater was approximately 42 years old and was experiencing flame roll-out. After further inspection of the property and discussion, we provided *** with a quote for the installation of a new heater, air conditioner, and the installation of necessary duct work throughout in the amount of $8000.00. Please note that this job would normally cost more in the area of $14,000 plus, but since the owner was an acquaintance of ***, and was aware of her personal loss and circumstances, he agreed to do the job for $8000.00. The work began Tuesday, April 23, 2019, and was completed for the most part on Thursday, May 2, 2019. The job required all new duct work and supply hits to be run from the basement up to the 1st floor and the 2nd floor rooms. It was necessary to cut through walls and floors. It was also necessary to add soffits to hide some of the duct work being run. However, the job quickly became a huge challenge and quite labor intensive due to the fact that nothing had been moved out of the way. The crews spent many hours during the entire process moving very large piles of clothes, shoes, and various other items out of the way in order to accomplish what needed to be done. There was only a small pathway throughout the basement within which the crews could work, due to excessive piles of equipment and items and other things. Unfortunately, this played a very large part in our ability to get the job done in a timely fashion forcing us to reschedule other jobs which had been previously scheduled.

As for ***’s other allegations, there were 2 vacuum pumps at the house. She told the owner he could take them. (She was constantly telling them they were welcome to take some of the equipment if they could put them to use. No one did). There was never a discussion about paying for them. They were older pumps, but figured we could put at least one of them to use so he only took the one that was in better condition. However, after the 6/2/19 conversation and ***’s statements, the owner immediately returned the vacuum pump. She did not answer the door when he returned it so he left it out back and sent her a text as to where it was. The other one was still in the basement when the workers completed the job. It was never removed from the property. It was moved aside because it was in the way of where the new systems were being installed.

Neither the owner nor the workers have any knowledge whatsoever of a GPS being either removed or “hidden” by one of the workers. They have all stated that they never even saw one in the house.

*** mentioned to the crew when they were there that the back door had been broken when they brought the condenser through. The workers stated that the door was not in very good condition, but one of the workers checked it and and tightened it up as best as he could. If it is broken, we will absolutely look at it again and repair it, if necessary, at no extra charge.

With regard to the radiator, again, the owner is not aware of any money discussion whatsoever. *** asked us to remove it as she did not need it. We removed the radiator and repaired the floor afterward. We always haul away old equipment for our customers. We actually have that radiator in our garage and will gladly return it to her forthwith.

There is no denying that *** was very nice and patient with the crew and even purchased lunch for them several times. In turn, the crew was equally nice and respectful in return and had no complaints.

Please know that *** received a highly sophisticated heating and air conditioning system with exceptional duct work installed throughout by a highly skilled mechanic, who took great care to run the duct work where it would be most effective. He also took great care to craft the soffits to seamlessly cover the exposed duct.

With regard to the lighting in the basement, please note that our company replaced six (6) light sockets running all new wires to the breaker box and installing all new LED bulbs. Additionally, we installed new lighting out the back of the house with motion sensors. All at no extra cost to the customer.

Aside from all of the above, the only thing left to be done is another sanding of the soffits and painting. This was delayed by *** as she indicated that she was having some surgery done the following week and would probably not be available. The owner assumed she would call when she had recovered. However, after not hearing from her, the owner reached out to her on 6/2/19. The owner was flabbergasted with ***’s response. He was extending her the courtesy of recovering from her surgery, but in turn was met with much criticism. We have no problem whatsoever returning to ***’s house to complete that final portion of this job. And, as stated above, we will also inspect the back door again, and if it is broken, we will fix it for free. The outstanding balance due is $2000. We will contact *** immediately to schedule a time when we can come back to finish the soffit and inspect/repair the back door.

Should you require any further clarification on any of the above claims or require statements from any or all of the workers, please do not hesitate to contact me.

Tom D

Owner

Michael’s HVAC

This is in response to *** “rejection” of my response to her original complaint.

Please note that I vehemently object to the allegations contained in *** complaint and “rejection.”

I absolutely and in no way would have offered to pay or credit anything near $250 for an outdated analog vacuum pump. *** offered them to me for free. I only took one but returned it immediately after she began making outrageous allegations. To my knowledge, both pumps are in the possession of ***

I have no information with regard to a so-called “hidden GPS” and, therefore, cannot comment one way or another on any such statement.

I cannot control what comes out of an employee’s mouth. I can only apologize for the things that where stated to her by my employee who had no authority to speak such things, and who no longer works for me.

The installation of the air conditioner and the duct work began on Tuesday, 4/23/19. My company and I were there on 4/23, 4/24, 4/25, and 4/26. She did not want us to come on the weekend so we continued the job on Monday, 4/29, 4/30, 5/1, and 5/2. The job was essentially done, with the exception of a few odds and ends (taping/sanding/painting of the soffit, replacement of one tile in the kitchen near the soffit, closing the openings of where the radiator was removed from the bathroom). The air was on and working beautifully. *** was contacted on Monday, 5/6 to complete those odds and ends. We were there that day and completed most of them. However, we felt that a second sanding and painting was necessary on the soffits. We advised *** that we would return the next day. We attempted to return on Tuesday, May 7, 2019, but customer stated she was going in for some surgery and it would not be a good time. The customer was supposed to contact me to advise when it would be okay for my company to return and complete the soffits. She never contacted me. When I contacted her, I was met with extreme hostility. As previously stated, we were subjected to extremely challenging circumstances during the installation process, which I will refrain from elaborating upon.

All of these allegations have previously been addressed and/or responded to by me. I have offered to return and complete the final odds and ends and will gladly assign my employees, Rich and Tommy, if that will make her feel more comfortable.

With regard to her warranty, it was always her responsibility to register her equipment with *** We have no way of preventing her from doing that nor do we have any authority to void it. If she didn't have the paperwork from the packaging, she simply needed to get it from the label on the units. In any event, I have taken the liberty of registering the equipment for her and have mailed her the certificate of registration.

Clearly, *** does not want to pay her bill. I was more than gracious to offer her a price well below the value of such a job because of her situation. However, I do not wish to continue in a business relationship with a customer making grossly unreasonable and irrational statements. As such, she can keep the $2000 and use it to pay someone else to fix anything not completed. Please note, however, that Michael’s HVAC will sever all ties to this customer and will not return to make any service calls, etc., as long as there is an unpaid balance. She can contact another company to come in and perform maintenance/service calls and/or handle any warranty issues that may arise.

Tom DiG***, Owner
Michael’s HVAC

Please see attached registration certificates for the condenser, furnace, and coil for ***. Thank you for your assistance during this complaint process.