Middleton Heating & Air, Inc.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and
have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Not completed yet, but being worked on
Regards,
*** ***

Based on review of Mr. [redacted]' file from 2012, we did find that we installed the wrong Air Handler, which was not intentional. We replaced it with the one quoted in his estimate.
We had no idea there was a problem and will gladly correct the issues with the system.
I left a message...

today at 8:41 AM for Mr. [redacted] at the number he provided, to schedule a service call for my Technician to check his system for any issues.I am waiting to hear from him and will keep you posted of any findings once we go there.
If you need further information, please don't hesitate to contact me by phone  [redacted]  [redacted]
Sincerely,
[redacted]
[redacted]
[redacted]

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.
The statement by Middleton that I had an appointment window between 12-4 and their technician showed up at 3:30-3:45 pm is false.  The technician showed up at 4:15 pm. Their statement that I was upset and sent the technician away is absolutely correct. I had taken the afternoon off of my day job for the appointment. I had to be at my evening job at 5. I had already rescheduled the original appointment because they requested that I do so to suit their needs. This is a pattern with them. 
Their statement that they left a message for me to resolve the issues once they aware of it is a very misleading half-truth. They installed the system in June and we had astronomical heating bills the following winter. Their technician came in the Spring and told us the system was installed incorrectly. He stated that he fixed the issue but the system continued to be incapable of performing properly. Given the above statement about trying to schedule appointments, working with them is difficult and given their inability to make my system work after over a year - why would I?  I actually gave it one last try with Middleton before filing with the Revdex.com; they told me they were having computer problems but would get back with me after doing some research (?).  After 3 business days and a weekend passed, I had finally had enough. Yes they did finally call me - AFTER I filed the complaint with the Revdex.com.
After paying [redacted] Air $1,400 to fix our system, it is working like a champ now and the contrast in their level of service highlights Middleton's failures. After dealing with them for a few years, I am not surprised that Middleton refuses to compensate us for the work. We are satisfied to at least have our complaint on recored in hopes of sparing others the difficulties caused by utilizing them.
Regards,
[redacted]

I had Middleton install my new HVAC system almost two years ago. They installed the wrong air handler (smaller fan size than the one that I paid for). They tried to deny it by saying there was more than one part number for the same air handler (?) but thanks to my persistent spouse doing research they had to admit the mistake (I'll leave it to others to decide if I was being ripped off intentionally; most people don't check part numbers I'm guessing). They then stated that "someone pulled the wrong equipment from the warehouse". They said they were coming to remove the incorrect air handler, and would install the new one in a few weeks when it arrived; it was June and I wasn't going to be left with no a/c (based on their mistake) so I threw a fit. They relented begrudgingly and installed the correct equipment when it arrived. Since then (due to warranty) I have faithfully used them for Spring/Fall servicing. Every time the same thing happens: I schedule it, they call and ask me to reschedule it (they're "busy with emergency calls"). I try to be helpful so I reschedule. They call again and ask to reschedule once more. I say no because that is just asking a little too much. On the day of the service they show up at the last possible second (I.e. 4:00 if the window is 12-4). Today I just couldn't deal with it anymore and cancelled; I will be finding another company to use!!

Review: Middleton Heating and Air installed a [redacted] HVAC system in June 2015, (five months ago) since then it has stopped working twice. The first time they said the system sometimes stops working in heavy rain. We called [redacted] and found out that is not true, it would be a problem with installation. The second time it stopped was yesterday, they were supposed to come and fix it and did not show up nor call. We continue to leave messages but they have not returned any of our phone calls.Desired Settlement: System the works correctly

Business

Response:

She has been contacted and repaired. She had a short in her thermostat A mfg. defective part. In regard to her assertion that she has left numerous messages and not been contacted, we have a fully tradable phone system. Every call is tracked and recorded. She has made a false statement and we have the records to support it.

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; however, I did not make a false statement. Please have the company check their phone records. I left a message at 7:15 am when I called again at 8;06 am I was told that [redacted] did not receive the message. I then called at 4:16 pm, my husband called at 5:00 (ish) pm and I called again at 5:45 pm as [redacted] was supposed to be here between 12-4. If they have a system that is recorded you will see my phone calls. 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]

Regards,

Review: I purchased a [redacted] heat pump system from Middleton. They installed the incorrect air handler, which I discovered when they presented me the paperwork. They then replaced the air handler with the proper unit, but the installation was never done correctly. The unit never functioned correctly, and Middleton came out and told us it was incorrectly installed and had leaked out the refrigerant. They said they repaired the unit and refilled the refrigerant. We had them service the unit 6 months later and they said it was fine. Unit is still not functioning properly and so I called [redacted]. They informed me that unit had again leaked out the refrigerant and that all the ducts are laying on the ground, which is against code. The unit needs the leak fixed (again), refrigerant needs to be refilled, and the ducts need to be hung as per code. I called Middleton for resolution; they said they were having computer problems and would call in a few

days, but they did not.Desired Settlement: I would like Middleton to pay for the required repairs. I am having them done by James River HVAC.

Business

Response:

Based on review of Mr. [redacted]' file from 2012, we did find that we installed the wrong Air Handler, which was not intentional. We replaced it with the one quoted in his estimate.We had no idea there was a problem and will gladly correct the issues with the system.I left a message today at 8:41 AM for Mr. [redacted] at the number he provided, to schedule a service call for my Technician to check his system for any issues.I am waiting to hear from him and will keep you posted of any findings once we go there.If you need further information, please don't hesitate to contact me by phone [redacted]Sincerely,[redacted]

Business

Response:

Revdex.com spoke with Ms. [redacted] from the business. The business did have an appointment with this customer on May 18, 2015 between 12 and 4 that afternoon. The business arrived between 3:30 and 3:45pm. At the time the tech indicated the customer was very upset and the appointment did not continue. The business has reached out the customer by phone and left a message for a return call the customer never returned the call. At this time the customer did not give the business the chance to address this but they were and are still willing to do so. Due to this the business will not be refund the customer for work done by another business as they were not given the chance to review the work before they hired someone else.

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.

The statement by Middleton that I had an appointment window between 12-4 and their technician showed up at 3:30-3:45 pm is false. The technician showed up at 4:15 pm. Their statement that I was upset and sent the technician away is absolutely correct. I had taken the afternoon off of my day job for the appointment. I had to be at my evening job at 5. I had already rescheduled the original appointment because they requested that I do so to suit their needs. This is a pattern with them. Their statement that they left a message for me to resolve the issues once they aware of it is a very misleading half-truth. They installed the system in June and we had astronomical heating bills the following winter. Their technician came in the Spring and told us the system was installed incorrectly. He stated that he fixed the issue but the system continued to be incapable of performing properly. Given the above statement about trying to schedule appointments, working with them is difficult and given their inability to make my system work after over a year - why would I? I actually gave it one last try with Middleton before filing with the Revdex.com; they told me they were having computer problems but would get back with me after doing some research (?). After 3 business days and a weekend passed, I had finally had enough. Yes they did finally call me - AFTER I filed the complaint with the Revdex.com.After paying [redacted] Air $1,400 to fix our system, it is working like a champ now and the contrast in their level of service highlights Middleton's failures. After dealing with them for a few years, I am not surprised that Middleton refuses to compensate us for the work. We are satisfied to at least have our complaint on recored in hopes of sparing others the difficulties caused by utilizing them.

Regards,

Review: In 2006 we contracted to have installed two complete [redacted] Heating and Cooling systems from Middleton Heating & Air, Inc., at a cost of $13,922.00. This price included a “[redacted] Ten Year Parts and Labor Warranty”. Since then, we have attempted to maintain the systems by having Middleton provide the annual maintenance via a service contract. However, we would pay for two visits per year, but Middleton would fail to provide the second visit, and then require us to pay for two additional visits for the following year. We eventually provided a recap of all the missed PM's, which they then used research their own records, and the service manager (Rick) acknowledged their records matched ours, and that they had missed performing the PM’s. He also told us their internal systems had been improved, and that it would not happen again. However, they continued to miss performing the PM’s, and only when we eventually threatened to report them to the Virginia Board of Contractors did they agree to perform the “missed” but "paid for" PM’s. They have now performed all the “missed” PM’s for which we paid, however they are unable to make up for any potential damage done to our systems due to the “missed” PM’s.

In addition, during the last PM visit, the technician informed us there was now an “Extended Warranty Deductible”. We are in the 9th year of the “[redacted] Ten Year Parts and Labor” Extended Warranty, and this is the first we have heard of a deductible required to have warranty repairs performed. We have repeatedly requested, ever since the systems were installed, to be provided a copy of the “[redacted] Ten Year Parts and Labor” Extended Warranty for which we paid, and we have not been provided a copy.

To our knowledge, requiring us to pay a deductible to have our systems repaired under warranty is a violation of the terms of our purchase contract, unless they are able to provide evidence that the original warranty contract from 2006 specified that a deductible would be required.Desired Settlement: The “Job Notes” from the last PM (on 12/18/14) indicated a number of warranty repairs needed to be performed on our systems. We were told they would be performed once the parts arrived. It is now May, and we are still waiting for the repairs to be performed, and our upstairs unit is not working properly. These units remain under warranty, and Middleton has failed to make the warranty repairs under the Extended Warranty we paid for as part of the original purchase and installation. We expect them to honor our original purchase contract and agreement. In addition, the technician stated that the “1st Floor gas furnace blower wheel has debris buildup” (due to the missed PM’s) and could “definitely use a blower assembly pull and cleaning”. This work should be done at no charge to us because Middleton repeatedly did not perform the PM’s they were contracted to perform, even after assuring us that they had addressed their internal issues regarding their failure to schedule the PM's.

Business

Response:

Revdex.com spoke with the business on June 16, 2015, who stated that the parts have been ordered and the business is scheduled to replace the coil on Monday.

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 completed yet, but being worked on.

Regards,

Review: Paid Middleton Heating & Air for a HAVC system (Heat Pump and Air) on In February 17, 2012. Heat pump started tripping at fuse box and shutting off. I called Middleton multiple times and reported it and had to remind them each time to send someone out to see why unit shutting off. I called [redacted]) multiple times and told her about the problems. I left several messages for J[redacted]) and [redacted]) but they didn't return my calls. On one of the Technician ([redacted]) many trips to my home trying to repair the unit, he said that the he couldn't do anymore because the compressor is defective and he would refer the matter to [redacted] (product supplier). He said also that the temperature control [redacted] may not be working properly because of the defective unit outside. I started having these problems with heat pump after installed in 2012 and its been almost 2 years now and still having same problems. I called [redacted] again (seems like a hundred time) on 10/17/13 or 10/18/13 and she said they are meeting with [redacted] on 10/21/13 and will discuss the matter. [redacted] said that [redacted] has tried to get in contract with [redacted] before on one of my earlier calls.Desired Settlement: I want the defective unit replaced and the temperature control panel and any other defective equipment or parts

Business

Response:

Spoke with [redacted] from the business. She states that on the 13th they went out with a [redacted] to look at the problem. They had to fill out a Tech support quick form and are now in the process of hearing back from them to see the outcome of the problem.

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,

[redacted] I spoke with the customer today and she has not heard from the business since they came out on the 13th.

Business

Response:

Spoke with [redacted] from the business. She states they have provided all the needed information to the [redacted] rep and that they have reached out to him each week to see where they are in the process. They have to wait for the [redacted] rep to determine the next step with this complaint.

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,

the customer has still not heard about this complaint from the business.

Business

Response:

[redacted] called and said that the unit is being replaced. They have just started to process the paperwork and the unit should be replaced by the end of the week or the first of next week. The trane contact information is [redacted] at [redacted].

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]Regards,

The customer called and stated that the unit was replaced by the business.