NRG Heating and Air Services

From: [redacted] [mailto: [redacted] ] Sent: Thursday, February 26, 7:PMTo: [redacted] ***Subject: ID [redacted] Hello.I just received this complaint, I have spoke with the customer about the situation and have offered him a full refund of $how ever this fee of $was not just to install a gas furnace this fee os $was to install a complete dual fuel system which included- Goodman heat Pump, Goodman Gas Furnace, Goodman Heat pump cased coil, Heat pump pad, copper line set, and Honeywell ThermostatI have offered to come out and make this right with Mr ***, The Issue isn't the size of the system as the system is correctly sized for the house, but rather the lack of insulation in the house, this being said I will gladly refund MR [redacted] with $and would like all my equipment back from him in exchange, I have enclosed copies of the emails I have sent Mr ***, I hope this clears this matter up.Thank you [redacted] ***.To• [redacted] I received a letter today from the Justice DepartmentI spoke with [redacted] and they admitted to sending out a 95% - BTU Gas Furnace and this I apologize forI spoke to [redacted] today about it and he told me he doesn't want me on his property and you're going to get another company in to install another systemI have your full refund of $in exchange for this $refund I will require all the equipment I purchased Back - Goodman Heat Pump, Goodman Gas Furnace, Goodman Heat Pump Coil, Copper Line set, and Honeywell ThermostatIf you don't want me on your property to pick this up have your new crew put it onto a pallet and I can come pick it up from them at the road or you can have them leave it with [redacted] across the road I would have liked the opportunity to put this right and apologize for any inconvenience this may have caused you[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: the system was not properly installed: only one of two condensate drains was installed causing the furnace to shut off until it drains, the system was represented as a 90,BTU unit and a 45,BTU was installed, the heat pump does not work (I have not yet had this problem documented as to why the Heat Pump will not run) and the installed system was not installed according to code. The furnace was modified in a manner that voids the warranty. I will be glad to provide a written report from *** *** metal regarding the poor quality of the installation.
As to the assertion the house is poorly insulated a small portion of the home was constructed in the 1800's. The majority of the area to be heated was constructed after and meet the codes at the timee it was constructed. The prior furnace, a 60,BTU unit, adequately heated the space. The current unit may have had adequate capacity if it were installed property. Currently it shuts down for long periods of time while the condensate drains from the unit. The unit is able to maintain the temperature until the ambient temperatures drops below degrees. The heat pump currently will not heat the space at all. It will run for 5-minutes and shut down. Mr*** was made aware of this issue in December but did not fix the problem. In fact he has been here four times to try and correct his errors!!
Regards,
*** ***

From: [redacted] [mailto:[redacted]] Sent: Thursday, February 26, 2015 7:01 PMTo: [redacted]Subject: ID [redacted]Hello.I just received this complaint, I have spoke with the customer about the situation and have offered him a full refund of $7000.00 . how...

ever this fee of $7000.00 was not just to install a gas furnace this fee os $7000.00 was to install a complete dual fuel system which included- 1 Goodman heat Pump, 1 Goodman Gas Furnace, 1 Goodman Heat pump cased coil, 1 Heat pump pad, 1 copper line set, and 1 Honeywell Thermostat. I have offered to come out and make this right with Mr [redacted], The Issue isn't the size of the system as the system is correctly sized for the house, but rather the lack of insulation in the house, this being said I will gladly refund MR [redacted] with $7000.00 and would like all my equipment back from him in exchange, I have enclosed copies of the emails I have sent Mr [redacted], I hope this clears this matter up.Thank you[redacted].To• [redacted]I received a letter today from the Justice Department. I spoke with [redacted] and they admitted to sending out a 95% - 45000 BTU Gas Furnace and this I apologize for. I spoke to [redacted] today about it and he told me he doesn't want me on his property and you're going to get another company in to install another system. I have your full refund of $7000.00 in exchange for this $7000.00 refund I will require all the equipment I purchased Back - Goodman Heat Pump, Goodman Gas Furnace, Goodman Heat Pump Coil, Copper Line set, and Honeywell Thermostat. If you don't want me on your property to pick this up have your new crew put it onto a pallet and I can come pick it up from them at the road or you can have them leave it with [redacted] across the road.  I would have liked the opportunity to put this right and apologize for any inconvenience this may have caused you.[redacted].

Review: NRG Heating and Air Services installed a new heat pump and gas furnace (propane fired) in my home in March of 2014. The furnace was to have been a 90,000 BTU unit. The installed unit is 45,000 BTU and is not sufficient to heat the space intended. The unit was not inspected by the building inspector as required by law. The units drain was not installed properly and causes the unit to fill with condensation and shut down. The unit was modified in a manner that voids any warranty. The unit was installed with in 3 feet of an open vent a code volition.Desired Settlement: Refund plus the cost of removing the unit by a qualified HVAC firm of my choosing. This will get me back to where I was prior to dealing with NRG.

Business

Response:

From: [redacted] [mailto:[redacted]] Sent: Thursday, February 26, 2015 7:01 PMTo: [redacted]Subject: ID [redacted]Hello.I just received this complaint, I have spoke with the customer about the situation and have offered him a full refund of $7000.00 . how ever this fee of $7000.00 was not just to install a gas furnace this fee os $7000.00 was to install a complete dual fuel system which included- 1 Goodman heat Pump, 1 Goodman Gas Furnace, 1 Goodman Heat pump cased coil, 1 Heat pump pad, 1 copper line set, and 1 Honeywell Thermostat. I have offered to come out and make this right with Mr [redacted], The Issue isn't the size of the system as the system is correctly sized for the house, but rather the lack of insulation in the house, this being said I will gladly refund MR [redacted] with $7000.00 and would like all my equipment back from him in exchange, I have enclosed copies of the emails I have sent Mr [redacted], I hope this clears this matter up.Thank you[redacted].To• [redacted]I received a letter today from the Justice Department. I spoke with [redacted] and they admitted to sending out a 95% - 45000 BTU Gas Furnace and this I apologize for. I spoke to [redacted] today about it and he told me he doesn't want me on his property and you're going to get another company in to install another system. I have your full refund of $7000.00 in exchange for this $7000.00 refund I will require all the equipment I purchased Back - Goodman Heat Pump, Goodman Gas Furnace, Goodman Heat Pump Coil, Copper Line set, and Honeywell Thermostat. If you don't want me on your property to pick this up have your new crew put it onto a pallet and I can come pick it up from them at the road or you can have them leave it with [redacted] across the road. I would have liked the opportunity to put this right and apologize for any inconvenience this may have caused you.[redacted].