Mid-Atlantic Geothermal

12/12/16We find this complaint somewhat erroneous and misleading, as these items were already resolved at the time the complaint was made, The customer in this instance already brought forward his list of complaints and we did already promptly address them. An email copy has been included showing...

that we were addressing these issues well before this complaint was filed. The resolution request made by the customer in this complaint is not related to any of the issues he detailed and explained in his complaint. On the date the complaint was filed we were not completely finished with the job. We informed the customer that the final invoice would be provided shortly after job completion. The Customer was angry about this, and told us he would notify the Revdex.com if we did not supply it to him when he demanded it. It does not seen fair for a customer to file a complaint because they disagree with our Company policy, AS there had already been several warranty repairs, we like to make sure that all the necessary paperwork is filed and that any available labor credit is passed on to the customer on their invoice. In dealing with anything mechanical, it is normal to make sure everything is running properly before invoicing out a customer. We did just complete the job and emailed the customer his invoice Shortly thereafter. The customer's desired outcome to receive his invoice has now been met.To briefly touch on some of the other comments:Mid-Atlantic Geothermal was contracted to install a geothermal system for [redacted] on 10/12/16. We gave him a tentative estimated start date and he was told that we would contact him 24 hours in advance before our crew would be sent out to start the installation.Upon arrival, our crews provided drop cloths in the finished hallway and laundry area to the entrance of the unfinished basement due to the home not having an outside entrance to the basement and installation area. Our crew unloaded and transported a heavy geothermal system to the basement and a hand truck and appliance cart was used to help in this process. During this time the tires left a black scuff on the white baseboard. The homeowner contacted us upset about the marks and I did assure him that I would personally come out and resolve it and clean it and make any repairs necessary. The next time we were out our crew wiped off the baseboard and the homeowner gave his approval of the cleaning.During the course of the system installations it is common practice for our crews to keep a trash can or box on site that is filled with construction debris during the installation. The homeowner did inform us of the drywall dust in the living room from the thermostat installation and this was addressed the next time that we were out. The homeowner did call the day that he said the bathroom was left dirty and we offered to turn around and come back immediately to address the situation. He declined this offer and said they would take care of it. We did communicate to him that is not acceptable for our company and would reflect that in his final invoice. We cannot confirm that our crew left the bathroom in poor condition, however as stated we would take responsibility and issue a credit to the homeowner for any trouble or expense this may have caused.I was personally on site at the geothermal system commissioning and start up. At the end of the day we were not 100 percent complete but the system was usable. The condensation drain line was not completed. For a safety measure a plastic candy bowl was placed below the condensate line in case the homeowner would for some reason were to run the system in cooling mode. We told the homeowner this was just a safety precaution and it would not be used. This was only set below the drain line overnight and was removed the following day. The homeowner said that he felt we had made the plastic candy bowl dirty, so we cleaned it. The bowl had been sitting out uncovered during the installation and we did suggest to using a bucket or bowl as a precautionary measure to catch any water.As a standard practice we kept heat on in the house at all times during the installation. On system start up the geothermal pump flow center had a pump that was not working properly. The pump failed and the homeowner called to let us know the system was not running. The system was set to back up heat & we ordered a new pump under warranty and contacted the homeowner to install it as soon as we received the replacement. We replaced the circulator pump and the system was working properly. At this time found that the second pump was working properly but was running hotter than usual and contacted the supplier and was told to go ahead and replace it as a precautionary measure and it was not an emergency situation, We did schedule a time that would allow us several hours to complete the repair.This installation of the geothermal system has now been completed to our contract and in accordance with the local codes. At the completion of the job all items were left clean and in original condition. We have completed the 30 point quality assurance form check list and reviewed the System installation with the homeowner per our contract. The homeowner would not sign the quality assurance form to acknowledge it was discussed. The final job invoice has been sent to the customer and payment is now due in full.Through the course of this installation Mid-Atlantic had maintained contact with and promptly assured the customer that we would address each issue as he presented it. We have been doing geothermal installations for many years and have a reputation for making every effort to do a good job and complete projects that meet a high standard of work quality. This can be evidenced by the many satisfied customers who have hired us again and again or recommended us to friends and family. If there is ever any complaints with an installation, as shown above, we make every attempt to promptly address and resolve it with our customers.