Thank you for your correspondence dated October 30, in reference to ID # [redacted] Before I address the individual items outlined in the complaint information section and desired settlement I thought I would provide a brief synopsis of the events leading up to your letterStateson Homes, LLC did contract and build a new home for the Clients at [redacted] which was contracted on in April and which settled in November of In February of we were notified by the Clients of a concern with higher than expected power bills and concern in reference to the HVAC system's performanceAt that time we worked with and scheduled the HVAC contractor to perform a site inspection to determine what, if any, problems or anomalies could be creating a higher than expected power billAfter making several trips to the Clients home adjustments were made by the HVAC contractor in an effort to trouble shoot potential problems with items such as replacing the thermostat, draining and replacing the heat pump refrigerant, and balancing air flow During discussions with the Clients, Stateson Homes provided the design calculations for the house type, [redacted] , which was built for the ClientsAt that time it was realized that some of the options and orientation which could be impactful and meaningful for the design of the HVAC system were not captured totally accurately in the HVAC contractor's system design softwareUpon realizing this Stateson Homes had the HVAC contractor recalculate the HVAC load study to confirm accuracy and sufficiency of designOnce this was completed the new calculations were provided to the Clients These new calculations actually showed that with all options and orientation calculated for their individual plan on that specific home site the system requirements were actually less and not more than the system installed in the homeThe load study software package has a margin of error built into the calculations of ~10-15% safety margin to account for oversights such as this Stateson Homes requested to have the owner of the HVAC and manufacturer of the HVAC equipment make a site visit to the Clients homeThis request was denied by the Clients which ensued an ~day period of negotiating with the Clients to perform further system tests with not only the HVAC system, but all aspects of the [redacted] efficiency of the homeStateson Homes agreed to provide an independent third-party review of all aspects of the HVAC design and load calculations, the HVAC system installation, and any additional factors that may have created an underperformance of the HVAC systemThe third party that was contracted to perform this analysis was [redacted] of [redacted] *** I have attached a copy of the report that was previously provided to the Clients It should be noted here that [redacted] [redacted] is one of the leading providers of HVAC system designs in the United States and consults with the United States Environmental Protection Agency in developing and implementing such programs that promote [redacted] efficient homes such as [redacted] Star [redacted] conducted extensive pre-work, an on-site inspection in the Client's home, and a final reportThis report thoroughly provided analysis and recommendations on the HVAC load calculations, equipment installed, and all other aspects of the system installation and performance of the home's [redacted] efficiency The vast majority of the system design, load calculations and material used were more than adequate and performing well and met with all applicable code and design criteria, however, it was identified during the on-site inspection that the system was generating too much pressure which was reducing the ability of the system's air handler to generate the correct amount of air flow to balance the system Upon being made aware of this Stateson Homes had the HVAC contractor make the recommended changes to the system which reduced the negative impact of the pressure and allowed the system to generate the required air flowAdditionally, the HVAC contractor replaced the air handler unit inside the home with a new air handlerThis new air handler, while not required, does provide the ability to generate more air than the calculations require and was in excess of the recommendations in the third party reportWe believe this further demonstrates our high-level of commitment to our clients and willingness to go above and beyond what is required Stateson Homes agrees that this issue did create a reduction in the [redacted] efficiency of the home and offered to compensate the Clients for 50% of the power usage Initially, the Clients accepted this proposal but upon further consideration decided the terms of a mutual release were unsatisfactory In regard to specific items noted in the "Customer's Statement of Problem", Stateson Homes firmly believes and has provided independent, third-party analysis and documentation that the HVAC system meets the required standards as set forth in the applicable building code and regional and industry standardsThe duct work has been tested for air flow and any leakage meets the required standards and the design flow criteriaThe house is properly sealed and meets [redacted] efficient protocols in excess of current industry standards and what is required by the governing code authority and the local municipality who also has performed inspections and approved the home for occupancyThe HVAC equipment installed generates adequate air flow based upon the design required for this specific home Additionally, the number of supply and return registers in the home is sufficient to provide the necessary air supply and returns required in the design and is substantiated by the third-party review Any home is likely to have temperature variations from one level of the home to the next or from one room to another depending upon thermostat setting, outside conditions and homeowner preferences The industry standard is 4-degrees per level and nothing has been provided to show this isn't the case with the Clients homeWe do believe that the included Features List was accurate in principle The HVAC system was: a) professionally designed, b) ducts were sealed and tested (i.evisually inspected by building official), c) and the thermostat installed while not " [redacted] Star Certified" is an appropriate thermostat to be in an [redacted] Star rated home and would have been better described as " [redacted] Star Qualified" if we are to parse wordsAdditionally, as part of the system adjustments we provided to the Clients, at no charge, an upgraded thermostat which allows them to better control the HVAC system in the home In regard to items listed in the Desired Settlement section of the report Stateson Homes is confident that the system installed meets any and all contractual obligationsAdditionally, we have provided third-party analysis which supports this factWe feel strongly that we stand behind the home we have built and our commitment to our clientsWe do not feel it a reasonable request, nor does the home require a 2nd heat pump/air handler or insulated duct work (because the duct work is within the conditioned space of the home)to be compliant with the building code or perform to industry accepted standards In summary, Stateson Homes is committed to building quality homes and creating lasting relationships with our clientsWe believe that our extensive actions demonstrate our level of commitment to the Clients and doing more than what was necessary to identify and address the issue involved with the airflow of the HVAC systemUnfortunately, because the Clients wouldn't allow us further access to their home this delayed identifying the problem and finding a solution in a timely mannerStateson Homes remains committed to the Clients and hopefully can work further together on any additional needs that may be covered under our home warranty program Stateson Homes appreciates the efforts of the Revdex.com to bring closure to this issue Please feel free to contact me with any specific questions or any additional items that you may need as you complete your analysis Warm regards, [redacted] Stateson Homes, President
I have reviewed the response offer 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 There was no further action proposed to resolve my complaintOnly additional excuses for why the HVAC system wasn't installed & designed correctlyThe original HVAC design calculations presented were not conducted for my house ( [redacted] **)They were performed for MR-Lot, which was clearly stated on themThey were also performed for a bedroom [redacted] not a bedroom [redacted] Maybe the sizing of heat pump & air handler are correctHowever if the design isn't conducted for the proper floor plan how is possible to know if the proper duct sizing was used? How is it possible to know if the proper return ducts were used in the proper location?Performing HVAC design calculations months after construction completion doesn't really help during the building phase [redacted] did perform new design calculations, on-site review & a final reportHowever Statson Homes interfered and requested changes to the design calculations prior to our review of new calculations [redacted] Energy's calculations were also not accurate representation of actual installed duct workTherefore invalid and pointless Changes "Jerry-rigging" to some of he duct work took place per [redacted] recommendationsAlthough some improvements from a comfort standpoint took place there is still much left to be desiredSome recommendation form [redacted] were also recommendations for future homesWell that doesn't provide any benefit to my home that is already builtWe have experienced 8-degree differences throughout the houseThis is near impossible to document but it has been expressed multiple timesOnce again, the HVAC was not professionally designed nor was the duct work testedLot * may have been professionally design but Lot ** was NOT! Yes, I decided it was no longer worth my time to miss more work to continue without achieving solutions towards the problems.For resolution I am requesting total compensation or $6,$1,as 50% of electric consumption, $2,for missed work & living conditions and $3,for repairs/completion of HVAC system by a Professional HVAC contractor Regards, [redacted]
I have reviewed the response offer 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
There was no further action proposed to resolve my complaintOnly additional excuses for why the HVAC system wasn't installed & designed correctly
The original HVAC design calculations presented were not conducted for my house (*** **)They were performed for*** *, which was clearly stated on themThey were also performed for a bedroom *** not a bedroom ***Maybe the sizing of heat pump & air handler are correctHowever if the design isn't conducted for the proper floor plan how is possible to know if the proper duct sizing was used? How is it possible to know if the proper return ducts were used in the proper location?
Performing HVAC design calculations months after construction completion doesn't really help during the building phase.
*** *** did perform new design calculations, on-site review & a final reportHowever Statson Homes interfered and requested changes to the design calculations prior to our review of new calculations*** ***'s calculations were also not accurate representation of actual installed duct workTherefore invalid and pointless
Changes "Jerry-rigging" to some of he duct work took place per *** *** recommendationsAlthough some improvements from a comfort standpoint took place there is still much left to be desiredSome recommendation form *** *** were also recommendations for future homesWell that doesn't provide any benefit to my home that is already built.
We have experienced 8-degree differences throughout the houseThis is near impossible to document but it has been expressed multiple timesFor example: The morning of November 14, with outside temperature around degrees with thermostat set to desired temperature of degrees the temperate in the conditioned basement was degrees with Auxiliary heat runningJanuary & February days in Blacksburg are going to be colder than degrees outside.
Once again, the HVAC system was not professionally designed to maximize efficiency nor was the duct work testedLot may have been professionally design but Lot was NOT!
Yes, I decided it was no longer worth my time to miss more work to continue without achieving solutions towards the problems40+ hours of missed work was more than sufficient effort on my part to allow Stateson Homes & your subcontractors time to identify problems & solutions!
For resolution I am requesting repair/replace/redesign of HVAC system by HVAC contractor of my choosing to meet maximized efficiency HVAC systemTo include repair of everything that is damaged due to repairing/replacing of HVAC system.
Regards,
*** ***
Thank you for your follow up in reference to my previous response for ID # [redacted]. I have reviewed
the additional information that you have provided and for the purposes of brevity and succinctness I will
provide our response in numerical format matching the additional information you have provided.
1. We believe that no further action is required or justified in regard to this issue. The HVAC system
has been adjusted to match the requirements of the design and best match the system design
specified for this home. However, we have offered to recheck their system to verify that it
continues to operate properly.
2. ln fact the system was designed specifically for lot **, however, a typographical error occurred
with in the program and showed a different lot on the bottom of the report. Lot * and lot ** are
the same house plan, and it is customary and acceptable to "copy and paste" similar information
and then refine the specifics for the system being designed at that time for that individual home
site. As previously mentioned, some of the options and selections made by the Client's on lot **
were not entered entirely accurately on the original HVAC design calculations. However, the
calculations were updated with these minor revisions by [redacted] (The installing
contractor) as well as [redacted] and the omission did not have a negative impact on the
system design and confirmed that the ductwork installed in the home met the correct design
criteria. As was provided in the HVAC design calculations and reviewed by the independent third
party, [redacted], the system design meets or exceeds the code and recommendations for a
heat pump system in our region and the adjustments further refined the system for increased
performance.
3. The HVAC design calculations were done prior to installation and again several months after the
home was complete. The calculations done after the home was completed verified that the
system was designed and installed correctly.
4. After contracting With [redacted] it was important to answer questions and provide
information to [redacted] about our construction processes, systems and materials utilized
to construct the home; however, in no way did Stateson Homes interfere with the independent
third-party analysis or review. [redacted] has a proven track record and their resume
speaks for itself.
5. Adjustments to the system were made to improve airflow generation by increasing the size of the
return air duct and reducing the friction of the air flow immediately adjacent to the air handler.
These adjustments were based on the recommendations from [redacted]. Additionally, the
system was tested again after these adjustments were made to ensure proper air distribution and
the ability for the client to adjust the system to match with system performance and lifestyle.
6. During periods of hotter or colder outside temperatures it may be necessary to adjust the
thermostat or the damper system for the home to reach the ideal comfort level of the individuals
living in the home. It is customary and acceptable to have a temperature difference from floor to
floor or room to room in a given home. These parameters have been reviewed previously. During
the system improvements that were made, Stateson Homes provided at no cost to the clients, a
new, computerized, fully programmable thermostat that has far greater features than is required
of a thermostat. Additionally, we are more than willing to provide additional information about
living in a home with a heat pump and how best to match the system performance with the
demands and desires of the clients living in the home.
7. Previously addressed this question in point # 2 above
8. As we have stated previously Stateson Homes values each of our clients and works diligently to
achieve a high level of satisfaction. In this case with the adversarial tone that the client set early
on in the process it was difficult to reach the desired result and client satisfaction in a timeline
that we would have hoped to achieve.
As we have stated before, we don't feel that the client's request of "repair, replace, re-design" is
reasonable or required as Stateson Homes is confident that the system installed meets any and all
contractual obligations. To reiterate, we have provided third-party analysis from a well-known industry
expert which supports the facts that the system is designed appropriately, performs effectively and
meets industry standards. We feel strongly that we stand behind the home we have built and our
commitment to our clients. We do not feel it a reasonable request to replace the current system, nor
does the home require the items outlined in the request to be compliant with the building code or
perform to industry accepted standards.
Again, Stateson Homes appreciates the efforts of the Revdex.com to bring closure to this
issue. Please feel free to contact me with any specific questions or any additional items that you may
need as you complete your analysis.
Warm Regards,
[redacted]
Stateson Homes, President
Thank you for your correspondence dated October 30, 2014 in reference to ID # [redacted]. Before I address the individual items outlined in the complaint information section and desired settlement I thought I would provide a brief synopsis of the events leading up to your letter. Stateson...
Homes, LLC did contract and build a new home for the Clients at [redacted] which was contracted on in April 2013 and which settled in November of 2013.
In February of 2014 we were notified by the Clients of a concern with higher than expected power bills and concern in reference to the HVAC system's performance. At that time we worked with and scheduled the HVAC contractor to perform a site inspection to determine what, if any, problems or anomalies could be creating a higher than expected power bill. After making several trips to the Clients home adjustments were made by the HVAC contractor in an effort to trouble shoot potential problems with items such as replacing the thermostat, draining and replacing the heat pump refrigerant, and balancing air flow.
During discussions with the Clients, Stateson Homes provided the design calculations for the house type, [redacted], which was built for the Clients. At that time it was realized that some of the options and orientation which could be impactful and meaningful for the design of the HVAC system were not captured totally accurately in the HVAC contractor's system design software. Upon realizing this Stateson Homes had the HVAC contractor recalculate the HVAC load study to confirm accuracy and sufficiency of design. Once this was completed the new calculations were provided to the Clients. These new calculations actually showed that with all options and orientation calculated for their
individual plan on that specific home site the system requirements were actually less and not more than the system installed in the home. The load study software package has a margin of error built into the calculations of ~10-15% safety margin to account for oversights such as this.
Stateson Homes requested to have the owner of the HVAC and manufacturer of the HVAC equipment make a site visit to the Clients home. This request was denied by the Clients which ensued an ~90 day period of negotiating with the Clients to perform further system tests with not only the HVAC system, but all aspects of the [redacted] efficiency of the home. Stateson Homes agreed to provide an independent third-party review of all aspects of the HVAC design and load calculations, the HVAC system installation, and any additional factors that may have created an underperformance of the HVAC system. The third party that was contracted to perform this analysis was [redacted] of [redacted] I have attached a copy of the report that was previously provided to the Clients. It should be noted here that [redacted] is one of the leading providers of HVAC system designs in the United States and consults with the United States Environmental Protection Agency in developing and implementing such programs that promote [redacted] efficient homes such as [redacted] Star. [redacted] conducted extensive pre-work, an on-site inspection in the Client's home, and a final report. This report thoroughly provided analysis and recommendations on the HVAC load calculations, equipment installed, and all other aspects of the system installation and performance of the home's [redacted] efficiency.
The vast majority of the system design, load calculations and material used were more than adequate and performing well and met with all applicable code and design criteria, however, it was identified during the on-site inspection that the system was generating too much pressure which was reducing the ability of the system's air handler to generate the correct amount of air flow to balance the system. Upon being made aware of this Stateson Homes had the HVAC contractor make the recommended changes to the system which reduced the negative impact of the pressure and allowed the system to generate the required air flow. Additionally, the HVAC contractor replaced the air handler unit inside the home with a new air handler. This new air handler, while not required, does provide the ability to generate more air than the calculations require and was in excess of the recommendations in the third party report. We believe this further demonstrates our high-level of commitment to our clients and willingness to go above and beyond what is required.
Stateson Homes agrees that this issue did create a reduction in the [redacted] efficiency of the home and offered to compensate the Clients for 50% of the power usage. Initially, the Clients accepted this proposal but upon further consideration decided the terms of a mutual release were unsatisfactory.
In regard to specific items noted in the "Customer's Statement of Problem", Stateson Homes firmly believes and has provided independent, third-party analysis and documentation that the HVAC system meets the required standards as set forth in the applicable building code and regional and industry standards. The duct work has been tested for air flow and any leakage meets the required standards and the design flow criteria. The house is properly sealed and meets [redacted] efficient protocols in excess of current industry standards and what is required by the governing code authority and the local municipality who also has performed inspections and approved the home for occupancy. The HVAC equipment installed generates adequate air flow based upon the design required for this specific home. Additionally, the number of supply and return registers in the home is sufficient to provide the necessary air supply and returns required in the design and is substantiated by the third-party review. Any home is likely to have temperature variations from one level of the home to the next or from one room to another depending upon thermostat setting, outside conditions and homeowner preferences. The industry standard is 4-6 degrees per level and nothing has been provided to show this isn't the case with the Clients home. We do believe that the included Features List was accurate in principle. The HVAC system was: a) professionally designed, b) ducts were sealed and tested (i.e. visually inspected by building official), c) and the thermostat installed while not "[redacted] Star Certified" is an appropriate
thermostat to be in an [redacted] Star rated home and would have been better described as "[redacted] Star Qualified" if we are to parse words. Additionally, as part of the system adjustments we provided to the Clients, at no charge, an upgraded thermostat which allows them to better control the HVAC system in the home.
In regard to items listed in the Desired Settlement section of the report Stateson Homes is confident that the system installed meets any and all contractual obligations. Additionally, we have provided third-party analysis which supports this fact. We feel strongly that we stand behind the home we have built and our commitment to our clients. We do not feel it a reasonable request, nor does the home require a 2nd heat pump/air handler or insulated duct work (because the duct work is within the conditioned space of the home)to be compliant with the building code or perform to industry accepted standards.
In summary, Stateson Homes is committed to building quality homes and creating lasting relationships with our clients. We believe that our extensive actions demonstrate our level of commitment to the Clients and doing more than what was necessary to identify and address the issue involved with the airflow of the HVAC system. Unfortunately, because the Clients wouldn't allow us further access to their home this delayed identifying the problem and finding a solution in a timely manner. Stateson Homes remains committed to the Clients and hopefully can work further together on any additional needs that may be covered under our home warranty program.
Stateson Homes appreciates the efforts of the Revdex.com to bring closure to this issue. Please feel free to contact me with any specific questions or any additional items that you may need as you complete your analysis.
Warm regards,
[redacted]
Stateson Homes, President
I have reviewed the response 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.
I can continue the back and forth as long as you want, however I am unwilling to accept your offer of nothing and I will not back down until I am satisfied and feel my HVAC system meets the standards you sold me on. My response will also match with the corresponding numbers from previous responses.1. I believe further action is required and justified!2. You are incorrect about the the system being specifically designed for Lot **. Not only did the design calculations state Lot *, it also had same house orientation as Lot * and was designed for the three bedroom [redacted] floor plan. Which also indicates Lot was also not designed correctly! How does going back to make adjustments to the design calculations after construction is complete justified that it was designed specifically for my house? All three design calculations differ in many ways, it is almost impossible to know which is correct and what was actually installed into my house.3. Calculations completed prior to install are not accurate. I have yet to see anything to verify what was actually installed in the house is the appropriate system. 4. Please see attached email correspondence with [redacted] of [redacted]. Also during onsite inspection with [redacted]; you ([redacted]) and [redacted] discussed how it was important that changes made to HVAC system would get you "The best bang for your buck". In my eyes this is an unacceptable approach to making adjustments to my HVAC system!5. My lifestyle dictates that I want to have a comfortable temperature throughout my entire house (all 3 levels & all rooms) at the same time. Not possible with current system without supplemental heat source. If I didn't want to be able to use my basement in the winter then I wouldn't have gotten it finished. The entire basement only has 3 air registers & has the largest air return. With outside temperature below 40 degrees the basement temperature doesn't get above 60 degrees. Therefore the majority of air being pulled into system through return in basement is only 60 degrees. While at the same time the return to the 3rd floor doesn't pull any air into the system. 6. This is not our first time living in a house with heat pumps. Maybe you should do more research about how to build a house with a proper heat pump system. I seriously doubt it is customary to have temperature difference from floor to floor &/or room to room. 7. No comment.8. Yes I was very upset that my brand new $360,000 house couldn't keep my family warm while we were paying outrageous amounts for electricity consumption. You, your staff, and your subcontractors did not take my concerns seriously. Then I was given design documents for a different house. [redacted] technicians came for multiple service visits and did nothing to improve the HVAC system. I later realized [redacted] had the same testing equipment as [redacted] but didn't even attempt to use said equipment during multiple service visits. In addition on March 7th I was told by you [redacted] could not identify any problems with our system. Given all this information you are very correct that I had a very adversarial tone! What do you expect given these circumstances? I felt I gave you and your team ample amount of time to find resolution. I know with the current HVAC design and system in place I will never be able to control the comfort (temperature) of the entire house (specifically the basement & master bedroom).My position remains the same and will not change. I request a HVAC contractor of my choice to redesign, repair &/or replace HVAC system to "MAXIMIZED EFFICIENCY" levels with the ability to reached desired comfort level throughout my entire house!
Regards,
[redacted]
I have reviewed the response offer 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.
1. There was no further action proposed to resolve my complaint. Only additional excuses for why the HVAC system wasn't installed & designed correctly.2. The original HVAC design calculations presented were not conducted for my house ([redacted]). They were performed for MR-Lot, which was clearly stated on them. They were also performed for a 3 bedroom [redacted] not a 4 bedroom [redacted]. Maybe the sizing of heat pump & air handler are correct. However if the design isn't conducted for the proper floor plan how is possible to know if the proper duct sizing was used? How is it possible to know if the proper return ducts were used in the proper location?3. Performing HVAC design calculations 4 months after construction completion doesn't really help during the building phase. 4. [redacted] did perform new design calculations, on-site review & a final report. However Statson Homes interfered and requested changes to the design calculations prior to our review of new calculations. [redacted] Energy's calculations were also not accurate representation of actual installed duct work. Therefore invalid and pointless. 5. Changes "Jerry-rigging" to some of he duct work took place per [redacted] recommendations. Although some improvements from a comfort standpoint took place there is still much left to be desired. Some recommendation form [redacted] were also recommendations for future homes. Well that doesn't provide any benefit to my home that is already built. 6. We have experienced 8-10 degree differences throughout the house. This is near impossible to document but it has been expressed multiple times.7. Once again, the HVAC was not professionally designed nor was the duct work tested. Lot * may have been professionally design but Lot ** was NOT! 8. Yes, I decided it was no longer worth my time to miss more work to continue without achieving solutions towards the problems.For resolution I am requesting total compensation or $6,500. $1,000 as 50% of electric consumption, $2,000 for missed work & living conditions and $3,500 for repairs/completion of HVAC system by a Professional HVAC contractor.
Regards,
[redacted]
Thank you for your correspondence dated October 30, in reference to ID # [redacted] Before I address the individual items outlined in the complaint information section and desired settlement I thought I would provide a brief synopsis of the events leading up to your letterStateson Homes, LLC did contract and build a new home for the Clients at [redacted] which was contracted on in April and which settled in November of In February of we were notified by the Clients of a concern with higher than expected power bills and concern in reference to the HVAC system's performanceAt that time we worked with and scheduled the HVAC contractor to perform a site inspection to determine what, if any, problems or anomalies could be creating a higher than expected power billAfter making several trips to the Clients home adjustments were made by the HVAC contractor in an effort to trouble shoot potential problems with items such as replacing the thermostat, draining and replacing the heat pump refrigerant, and balancing air flow During discussions with the Clients, Stateson Homes provided the design calculations for the house type, [redacted] , which was built for the ClientsAt that time it was realized that some of the options and orientation which could be impactful and meaningful for the design of the HVAC system were not captured totally accurately in the HVAC contractor's system design softwareUpon realizing this Stateson Homes had the HVAC contractor recalculate the HVAC load study to confirm accuracy and sufficiency of designOnce this was completed the new calculations were provided to the Clients These new calculations actually showed that with all options and orientation calculated for their individual plan on that specific home site the system requirements were actually less and not more than the system installed in the homeThe load study software package has a margin of error built into the calculations of ~10-15% safety margin to account for oversights such as this Stateson Homes requested to have the owner of the HVAC and manufacturer of the HVAC equipment make a site visit to the Clients homeThis request was denied by the Clients which ensued an ~day period of negotiating with the Clients to perform further system tests with not only the HVAC system, but all aspects of the [redacted] efficiency of the homeStateson Homes agreed to provide an independent third-party review of all aspects of the HVAC design and load calculations, the HVAC system installation, and any additional factors that may have created an underperformance of the HVAC systemThe third party that was contracted to perform this analysis was [redacted] of [redacted] *** I have attached a copy of the report that was previously provided to the Clients It should be noted here that [redacted] [redacted] is one of the leading providers of HVAC system designs in the United States and consults with the United States Environmental Protection Agency in developing and implementing such programs that promote [redacted] efficient homes such as [redacted] Star [redacted] conducted extensive pre-work, an on-site inspection in the Client's home, and a final reportThis report thoroughly provided analysis and recommendations on the HVAC load calculations, equipment installed, and all other aspects of the system installation and performance of the home's [redacted] efficiency The vast majority of the system design, load calculations and material used were more than adequate and performing well and met with all applicable code and design criteria, however, it was identified during the on-site inspection that the system was generating too much pressure which was reducing the ability of the system's air handler to generate the correct amount of air flow to balance the system Upon being made aware of this Stateson Homes had the HVAC contractor make the recommended changes to the system which reduced the negative impact of the pressure and allowed the system to generate the required air flowAdditionally, the HVAC contractor replaced the air handler unit inside the home with a new air handlerThis new air handler, while not required, does provide the ability to generate more air than the calculations require and was in excess of the recommendations in the third party reportWe believe this further demonstrates our high-level of commitment to our clients and willingness to go above and beyond what is required Stateson Homes agrees that this issue did create a reduction in the [redacted] efficiency of the home and offered to compensate the Clients for 50% of the power usage Initially, the Clients accepted this proposal but upon further consideration decided the terms of a mutual release were unsatisfactory In regard to specific items noted in the "Customer's Statement of Problem", Stateson Homes firmly believes and has provided independent, third-party analysis and documentation that the HVAC system meets the required standards as set forth in the applicable building code and regional and industry standardsThe duct work has been tested for air flow and any leakage meets the required standards and the design flow criteriaThe house is properly sealed and meets [redacted] efficient protocols in excess of current industry standards and what is required by the governing code authority and the local municipality who also has performed inspections and approved the home for occupancyThe HVAC equipment installed generates adequate air flow based upon the design required for this specific home Additionally, the number of supply and return registers in the home is sufficient to provide the necessary air supply and returns required in the design and is substantiated by the third-party review Any home is likely to have temperature variations from one level of the home to the next or from one room to another depending upon thermostat setting, outside conditions and homeowner preferences The industry standard is 4-degrees per level and nothing has been provided to show this isn't the case with the Clients homeWe do believe that the included Features List was accurate in principle The HVAC system was: a) professionally designed, b) ducts were sealed and tested (i.evisually inspected by building official), c) and the thermostat installed while not " [redacted] Star Certified" is an appropriate thermostat to be in an [redacted] Star rated home and would have been better described as " [redacted] Star Qualified" if we are to parse wordsAdditionally, as part of the system adjustments we provided to the Clients, at no charge, an upgraded thermostat which allows them to better control the HVAC system in the home In regard to items listed in the Desired Settlement section of the report Stateson Homes is confident that the system installed meets any and all contractual obligationsAdditionally, we have provided third-party analysis which supports this factWe feel strongly that we stand behind the home we have built and our commitment to our clientsWe do not feel it a reasonable request, nor does the home require a 2nd heat pump/air handler or insulated duct work (because the duct work is within the conditioned space of the home)to be compliant with the building code or perform to industry accepted standards In summary, Stateson Homes is committed to building quality homes and creating lasting relationships with our clientsWe believe that our extensive actions demonstrate our level of commitment to the Clients and doing more than what was necessary to identify and address the issue involved with the airflow of the HVAC systemUnfortunately, because the Clients wouldn't allow us further access to their home this delayed identifying the problem and finding a solution in a timely mannerStateson Homes remains committed to the Clients and hopefully can work further together on any additional needs that may be covered under our home warranty program Stateson Homes appreciates the efforts of the Revdex.com to bring closure to this issue Please feel free to contact me with any specific questions or any additional items that you may need as you complete your analysis Warm regards, [redacted] Stateson Homes, President
I have reviewed the response offer 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 There was no further action proposed to resolve my complaintOnly additional excuses for why the HVAC system wasn't installed & designed correctlyThe original HVAC design calculations presented were not conducted for my house ( [redacted] **)They were performed for MR-Lot, which was clearly stated on themThey were also performed for a bedroom [redacted] not a bedroom [redacted] Maybe the sizing of heat pump & air handler are correctHowever if the design isn't conducted for the proper floor plan how is possible to know if the proper duct sizing was used? How is it possible to know if the proper return ducts were used in the proper location?Performing HVAC design calculations months after construction completion doesn't really help during the building phase [redacted] did perform new design calculations, on-site review & a final reportHowever Statson Homes interfered and requested changes to the design calculations prior to our review of new calculations [redacted] Energy's calculations were also not accurate representation of actual installed duct workTherefore invalid and pointless Changes "Jerry-rigging" to some of he duct work took place per [redacted] recommendationsAlthough some improvements from a comfort standpoint took place there is still much left to be desiredSome recommendation form [redacted] were also recommendations for future homesWell that doesn't provide any benefit to my home that is already builtWe have experienced 8-degree differences throughout the houseThis is near impossible to document but it has been expressed multiple timesOnce again, the HVAC was not professionally designed nor was the duct work testedLot * may have been professionally design but Lot ** was NOT! Yes, I decided it was no longer worth my time to miss more work to continue without achieving solutions towards the problems.For resolution I am requesting total compensation or $6,$1,as 50% of electric consumption, $2,for missed work & living conditions and $3,for repairs/completion of HVAC system by a Professional HVAC contractor Regards, [redacted]
I have reviewed the response offer 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
There was no further action proposed to resolve my complaintOnly additional excuses for why the HVAC system wasn't installed & designed correctly
The original HVAC design calculations presented were not conducted for my house (*** **)They were performed for*** *, which was clearly stated on themThey were also performed for a bedroom *** not a bedroom ***Maybe the sizing of heat pump & air handler are correctHowever if the design isn't conducted for the proper floor plan how is possible to know if the proper duct sizing was used? How is it possible to know if the proper return ducts were used in the proper location?
Performing HVAC design calculations months after construction completion doesn't really help during the building phase.
*** *** did perform new design calculations, on-site review & a final reportHowever Statson Homes interfered and requested changes to the design calculations prior to our review of new calculations*** ***'s calculations were also not accurate representation of actual installed duct workTherefore invalid and pointless
Changes "Jerry-rigging" to some of he duct work took place per *** *** recommendationsAlthough some improvements from a comfort standpoint took place there is still much left to be desiredSome recommendation form *** *** were also recommendations for future homesWell that doesn't provide any benefit to my home that is already built.
We have experienced 8-degree differences throughout the houseThis is near impossible to document but it has been expressed multiple timesFor example: The morning of November 14, with outside temperature around degrees with thermostat set to desired temperature of degrees the temperate in the conditioned basement was degrees with Auxiliary heat runningJanuary & February days in Blacksburg are going to be colder than degrees outside.
Once again, the HVAC system was not professionally designed to maximize efficiency nor was the duct work testedLot may have been professionally design but Lot was NOT!
Yes, I decided it was no longer worth my time to miss more work to continue without achieving solutions towards the problems40+ hours of missed work was more than sufficient effort on my part to allow Stateson Homes & your subcontractors time to identify problems & solutions!
For resolution I am requesting repair/replace/redesign of HVAC system by HVAC contractor of my choosing to meet maximized efficiency HVAC systemTo include repair of everything that is damaged due to repairing/replacing of HVAC system.
Regards,
*** ***
Thank you for your follow up in reference to my previous response for ID # [redacted]. I have reviewed
the additional information that you have provided and for the purposes of brevity and succinctness I will
provide our response in numerical format matching the additional information you have provided.
1. We believe that no further action is required or justified in regard to this issue. The HVAC system
has been adjusted to match the requirements of the design and best match the system design
specified for this home. However, we have offered to recheck their system to verify that it
continues to operate properly.
2. ln fact the system was designed specifically for lot **, however, a typographical error occurred
with in the program and showed a different lot on the bottom of the report. Lot * and lot ** are
the same house plan, and it is customary and acceptable to "copy and paste" similar information
and then refine the specifics for the system being designed at that time for that individual home
site. As previously mentioned, some of the options and selections made by the Client's on lot **
were not entered entirely accurately on the original HVAC design calculations. However, the
calculations were updated with these minor revisions by [redacted] (The installing
contractor) as well as [redacted] and the omission did not have a negative impact on the
system design and confirmed that the ductwork installed in the home met the correct design
criteria. As was provided in the HVAC design calculations and reviewed by the independent third
party, [redacted], the system design meets or exceeds the code and recommendations for a
heat pump system in our region and the adjustments further refined the system for increased
performance.
3. The HVAC design calculations were done prior to installation and again several months after the
home was complete. The calculations done after the home was completed verified that the
system was designed and installed correctly.
4. After contracting With [redacted] it was important to answer questions and provide
information to [redacted] about our construction processes, systems and materials utilized
to construct the home; however, in no way did Stateson Homes interfere with the independent
third-party analysis or review. [redacted] has a proven track record and their resume
speaks for itself.
5. Adjustments to the system were made to improve airflow generation by increasing the size of the
return air duct and reducing the friction of the air flow immediately adjacent to the air handler.
These adjustments were based on the recommendations from [redacted]. Additionally, the
system was tested again after these adjustments were made to ensure proper air distribution and
the ability for the client to adjust the system to match with system performance and lifestyle.
6. During periods of hotter or colder outside temperatures it may be necessary to adjust the
thermostat or the damper system for the home to reach the ideal comfort level of the individuals
living in the home. It is customary and acceptable to have a temperature difference from floor to
floor or room to room in a given home. These parameters have been reviewed previously. During
the system improvements that were made, Stateson Homes provided at no cost to the clients, a
new, computerized, fully programmable thermostat that has far greater features than is required
of a thermostat. Additionally, we are more than willing to provide additional information about
living in a home with a heat pump and how best to match the system performance with the
demands and desires of the clients living in the home.
7. Previously addressed this question in point # 2 above
8. As we have stated previously Stateson Homes values each of our clients and works diligently to
achieve a high level of satisfaction. In this case with the adversarial tone that the client set early
on in the process it was difficult to reach the desired result and client satisfaction in a timeline
that we would have hoped to achieve.
As we have stated before, we don't feel that the client's request of "repair, replace, re-design" is
reasonable or required as Stateson Homes is confident that the system installed meets any and all
contractual obligations. To reiterate, we have provided third-party analysis from a well-known industry
expert which supports the facts that the system is designed appropriately, performs effectively and
meets industry standards. We feel strongly that we stand behind the home we have built and our
commitment to our clients. We do not feel it a reasonable request to replace the current system, nor
does the home require the items outlined in the request to be compliant with the building code or
perform to industry accepted standards.
Again, Stateson Homes appreciates the efforts of the Revdex.com to bring closure to this
issue. Please feel free to contact me with any specific questions or any additional items that you may
need as you complete your analysis.
Warm Regards,
[redacted]
Stateson Homes, President
Thank you for your correspondence dated October 30, 2014 in reference to ID # [redacted]. Before I address the individual items outlined in the complaint information section and desired settlement I thought I would provide a brief synopsis of the events leading up to your letter. Stateson...
Homes, LLC did contract and build a new home for the Clients at [redacted] which was contracted on in April 2013 and which settled in November of 2013.
In February of 2014 we were notified by the Clients of a concern with higher than expected power bills and concern in reference to the HVAC system's performance. At that time we worked with and scheduled the HVAC contractor to perform a site inspection to determine what, if any, problems or anomalies could be creating a higher than expected power bill. After making several trips to the Clients home adjustments were made by the HVAC contractor in an effort to trouble shoot potential problems with items such as replacing the thermostat, draining and replacing the heat pump refrigerant, and balancing air flow.
During discussions with the Clients, Stateson Homes provided the design calculations for the house type, [redacted], which was built for the Clients. At that time it was realized that some of the options and orientation which could be impactful and meaningful for the design of the HVAC system were not captured totally accurately in the HVAC contractor's system design software. Upon realizing this Stateson Homes had the HVAC contractor recalculate the HVAC load study to confirm accuracy and sufficiency of design. Once this was completed the new calculations were provided to the Clients. These new calculations actually showed that with all options and orientation calculated for their
individual plan on that specific home site the system requirements were actually less and not more than the system installed in the home. The load study software package has a margin of error built into the calculations of ~10-15% safety margin to account for oversights such as this.
Stateson Homes requested to have the owner of the HVAC and manufacturer of the HVAC equipment make a site visit to the Clients home. This request was denied by the Clients which ensued an ~90 day period of negotiating with the Clients to perform further system tests with not only the HVAC system, but all aspects of the [redacted] efficiency of the home. Stateson Homes agreed to provide an independent third-party review of all aspects of the HVAC design and load calculations, the HVAC system installation, and any additional factors that may have created an underperformance of the HVAC system. The third party that was contracted to perform this analysis was [redacted] of [redacted] I have attached a copy of the report that was previously provided to the Clients. It should be noted here that [redacted] is one of the leading providers of HVAC system designs in the United States and consults with the United States Environmental Protection Agency in developing and implementing such programs that promote [redacted] efficient homes such as [redacted] Star. [redacted] conducted extensive pre-work, an on-site inspection in the Client's home, and a final report. This report thoroughly provided analysis and recommendations on the HVAC load calculations, equipment installed, and all other aspects of the system installation and performance of the home's [redacted] efficiency.
The vast majority of the system design, load calculations and material used were more than adequate and performing well and met with all applicable code and design criteria, however, it was identified during the on-site inspection that the system was generating too much pressure which was reducing the ability of the system's air handler to generate the correct amount of air flow to balance the system. Upon being made aware of this Stateson Homes had the HVAC contractor make the recommended changes to the system which reduced the negative impact of the pressure and allowed the system to generate the required air flow. Additionally, the HVAC contractor replaced the air handler unit inside the home with a new air handler. This new air handler, while not required, does provide the ability to generate more air than the calculations require and was in excess of the recommendations in the third party report. We believe this further demonstrates our high-level of commitment to our clients and willingness to go above and beyond what is required.
Stateson Homes agrees that this issue did create a reduction in the [redacted] efficiency of the home and offered to compensate the Clients for 50% of the power usage. Initially, the Clients accepted this proposal but upon further consideration decided the terms of a mutual release were unsatisfactory.
In regard to specific items noted in the "Customer's Statement of Problem", Stateson Homes firmly believes and has provided independent, third-party analysis and documentation that the HVAC system meets the required standards as set forth in the applicable building code and regional and industry standards. The duct work has been tested for air flow and any leakage meets the required standards and the design flow criteria. The house is properly sealed and meets [redacted] efficient protocols in excess of current industry standards and what is required by the governing code authority and the local municipality who also has performed inspections and approved the home for occupancy. The HVAC equipment installed generates adequate air flow based upon the design required for this specific home. Additionally, the number of supply and return registers in the home is sufficient to provide the necessary air supply and returns required in the design and is substantiated by the third-party review. Any home is likely to have temperature variations from one level of the home to the next or from one room to another depending upon thermostat setting, outside conditions and homeowner preferences. The industry standard is 4-6 degrees per level and nothing has been provided to show this isn't the case with the Clients home. We do believe that the included Features List was accurate in principle. The HVAC system was: a) professionally designed, b) ducts were sealed and tested (i.e. visually inspected by building official), c) and the thermostat installed while not "[redacted] Star Certified" is an appropriate
thermostat to be in an [redacted] Star rated home and would have been better described as "[redacted] Star Qualified" if we are to parse words. Additionally, as part of the system adjustments we provided to the Clients, at no charge, an upgraded thermostat which allows them to better control the HVAC system in the home.
In regard to items listed in the Desired Settlement section of the report Stateson Homes is confident that the system installed meets any and all contractual obligations. Additionally, we have provided third-party analysis which supports this fact. We feel strongly that we stand behind the home we have built and our commitment to our clients. We do not feel it a reasonable request, nor does the home require a 2nd heat pump/air handler or insulated duct work (because the duct work is within the conditioned space of the home)to be compliant with the building code or perform to industry accepted standards.
In summary, Stateson Homes is committed to building quality homes and creating lasting relationships with our clients. We believe that our extensive actions demonstrate our level of commitment to the Clients and doing more than what was necessary to identify and address the issue involved with the airflow of the HVAC system. Unfortunately, because the Clients wouldn't allow us further access to their home this delayed identifying the problem and finding a solution in a timely manner. Stateson Homes remains committed to the Clients and hopefully can work further together on any additional needs that may be covered under our home warranty program.
Stateson Homes appreciates the efforts of the Revdex.com to bring closure to this issue. Please feel free to contact me with any specific questions or any additional items that you may need as you complete your analysis.
Warm regards,
[redacted]
Stateson Homes, President
I have reviewed the response 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.
I can continue the back and forth as long as you want, however I am unwilling to accept your offer of nothing and I will not back down until I am satisfied and feel my HVAC system meets the standards you sold me on. My response will also match with the corresponding numbers from previous responses.1. I believe further action is required and justified!2. You are incorrect about the the system being specifically designed for Lot **. Not only did the design calculations state Lot *, it also had same house orientation as Lot * and was designed for the three bedroom [redacted] floor plan. Which also indicates Lot was also not designed correctly! How does going back to make adjustments to the design calculations after construction is complete justified that it was designed specifically for my house? All three design calculations differ in many ways, it is almost impossible to know which is correct and what was actually installed into my house.3. Calculations completed prior to install are not accurate. I have yet to see anything to verify what was actually installed in the house is the appropriate system. 4. Please see attached email correspondence with [redacted] of [redacted]. Also during onsite inspection with [redacted]; you ([redacted]) and [redacted] discussed how it was important that changes made to HVAC system would get you "The best bang for your buck". In my eyes this is an unacceptable approach to making adjustments to my HVAC system!5. My lifestyle dictates that I want to have a comfortable temperature throughout my entire house (all 3 levels & all rooms) at the same time. Not possible with current system without supplemental heat source. If I didn't want to be able to use my basement in the winter then I wouldn't have gotten it finished. The entire basement only has 3 air registers & has the largest air return. With outside temperature below 40 degrees the basement temperature doesn't get above 60 degrees. Therefore the majority of air being pulled into system through return in basement is only 60 degrees. While at the same time the return to the 3rd floor doesn't pull any air into the system. 6. This is not our first time living in a house with heat pumps. Maybe you should do more research about how to build a house with a proper heat pump system. I seriously doubt it is customary to have temperature difference from floor to floor &/or room to room. 7. No comment.8. Yes I was very upset that my brand new $360,000 house couldn't keep my family warm while we were paying outrageous amounts for electricity consumption. You, your staff, and your subcontractors did not take my concerns seriously. Then I was given design documents for a different house. [redacted] technicians came for multiple service visits and did nothing to improve the HVAC system. I later realized [redacted] had the same testing equipment as [redacted] but didn't even attempt to use said equipment during multiple service visits. In addition on March 7th I was told by you [redacted] could not identify any problems with our system. Given all this information you are very correct that I had a very adversarial tone! What do you expect given these circumstances? I felt I gave you and your team ample amount of time to find resolution. I know with the current HVAC design and system in place I will never be able to control the comfort (temperature) of the entire house (specifically the basement & master bedroom).My position remains the same and will not change. I request a HVAC contractor of my choice to redesign, repair &/or replace HVAC system to "MAXIMIZED EFFICIENCY" levels with the ability to reached desired comfort level throughout my entire house!
Regards,
[redacted]
I have reviewed the response offer 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.
1. There was no further action proposed to resolve my complaint. Only additional excuses for why the HVAC system wasn't installed & designed correctly.2. The original HVAC design calculations presented were not conducted for my house ([redacted]). They were performed for MR-Lot, which was clearly stated on them. They were also performed for a 3 bedroom [redacted] not a 4 bedroom [redacted]. Maybe the sizing of heat pump & air handler are correct. However if the design isn't conducted for the proper floor plan how is possible to know if the proper duct sizing was used? How is it possible to know if the proper return ducts were used in the proper location?3. Performing HVAC design calculations 4 months after construction completion doesn't really help during the building phase. 4. [redacted] did perform new design calculations, on-site review & a final report. However Statson Homes interfered and requested changes to the design calculations prior to our review of new calculations. [redacted] Energy's calculations were also not accurate representation of actual installed duct work. Therefore invalid and pointless. 5. Changes "Jerry-rigging" to some of he duct work took place per [redacted] recommendations. Although some improvements from a comfort standpoint took place there is still much left to be desired. Some recommendation form [redacted] were also recommendations for future homes. Well that doesn't provide any benefit to my home that is already built. 6. We have experienced 8-10 degree differences throughout the house. This is near impossible to document but it has been expressed multiple times.7. Once again, the HVAC was not professionally designed nor was the duct work tested. Lot * may have been professionally design but Lot ** was NOT! 8. Yes, I decided it was no longer worth my time to miss more work to continue without achieving solutions towards the problems.For resolution I am requesting total compensation or $6,500. $1,000 as 50% of electric consumption, $2,000 for missed work & living conditions and $3,500 for repairs/completion of HVAC system by a Professional HVAC contractor.
Regards,
[redacted]