Pawlak's One Hour Heating & Air Conditioning

In regards to [redacted] complaint # [redacted], we sent the crew along with Marty the owner back to the customers home on Monday 6-12-17 at which time the installation was completed per Mr. [redacted]’s request. And also Mr. [redacted] had given us a referral for a new ac system for one of his relatives.  If you have any further questions, please call us at Pawlak’s One Hour Heating and A/C at [redacted]. Thank you, Jane @ Pawlaks one hour

Response to the complaint: 6-4-17[redacted]    ([redacted]).[redacted]
[redacted]To whom it may concern:  The truth of the matter is:As the owner and comfort advisor of the company, I, Martin *. P[redacted] went on a bid to [redacted]’s home on 2 separate...

occasions. Once on Sunday May 7, 2017 and again on Saturday May 13, 2017. The home is under construction, with unfinished walls in the kitchen, as well as the first and second floors.  The first time, I bid the job, the customer chose a 13 SEER air conditioner and a 96%, 2 stage furnace.  The customer agreed to this equipment.  The customer then called and changed his mind stating he wanted a variable speed furnace with the 16 SEER air conditioner. Don’s wife insisted on a 2-stage air conditioner. I felt that it would be best to go and meet with the customer to explain the 2 stage systems process. During this meeting, I explained the difference between the single and two stage system air conditioner.   I said there would be better humidity control with the two stage air conditioner, but when it went into low stage, the blower would be running slower, so you would get less velocity.  I explained to Mrs. [redacted] that this house was designed for heating and not for air conditioning. I said there would be high returns needed on the second and third floors in order for the air conditioning to work correctly on these floors and possibly more supplies  (on the third floor only)  I even went as far as to illustrate how the high returns would be installed.  She said “my husband does painting and drywall work and would take care of that portion of the work”.  The customer told us to leave the old equipment in the yard and he would take care of that. For over 40 years, we have never “laughed at nor lied” to any of our customers. We have had an A and A plus rating and have been members of the Better Business Agency since 2004. We value our customers.  After all the contracts, financing and proposal agreements were signed, we began the install.  On May 17, 2017 the customer called and stated that there was a difference in temperature on the second and third floors.  I called the customer and told him that I would schedule a time to come out. At this time, the customer agreed that I should return on May 22, 2017. I would then go over the high returns and the entire workings of the system and what was needed at this time. When I and the crew showed up on May 22, 2017, we were denied access to the house; the customer was home but would not come to the door. At this point, after losing a half of days work for me and two installers, we wrote a certified letter to the customer. A copy of the letter mailed to [redacted] is attached.  The contract terms were met and signed and dated. A copy of the contract is attached for your viewing. If you need any further assistance, feel free to contact me. Sincerely,Martin *. P[redacted] (owner)Pawlak’s One Hour Heating and A/C

I am writing in response to this complaint from customer [redacted] We did install the heat pump , provided by HSA warranty Company 4 years ago on 7/2/2013. With that said, we provided the customer 1 (one) year warranty on labor only.  HSA or Lennox is responsible for the warranty of that...

unit.  So on 5/4/2017 we were called to the home for service and found. Work done: We checked for leaks in the evaporator coil and the outdoor unit. We found a leak on the acorn nut right at the suction service valve. We repaired the leak and added refrigerant to the system.  Work suggested: Unit low on refrigerant, it should be checked for additional leaks. On 12/11/17 we went to the customers home to do her annual maintenance on her system because the customer joined our comfort club. Our technician found:Work done:The technician found the filter to be extremely dirty. The technician spoke with the customer about the filter and she told him that it had not been changed since we were there last May . He placed his gauges on the system and the readings were very low. The high side was 275 psi and the low side was 57 psi.  He added refrigerant and recommended that a glow stick would help locate the leak.  The customer agreed and he added both to the system.  As he was adding refrigerant, he noticed that his liquid pressure was getting higher but the suction line was not getting high.  His temperature on the suction line was 37 and on the liquid line it was 78.  He went inside  and removed the lower panel to view the underside of the evaporator coil and found it to be almost as dirty as the filter.  He removed the gauges and his pressure readings were 348 psi on the high side and 95 psi on the low side. Suggestions: He recommended getting some filters and replacing those every 2 -3 months. He reccomended getting an acid wash on the evaporator coil. As owner of the company, I Martin Pawlak, would be more than happy to personally come out and check for the refrigeration leak at NO charge. If the leak is on the indoor coil of outdoor unit of the heat pump , it is not our warranty to take care of. I have contacted Lennox and [redacted] has a 5 year parts and 5 year labor warranty on the compressor with no labor.  If there is a leak in the indoor or outdoor unit we would be happy to take care of the parts warranty but she would be responsible to pay for the labor.  The indoor coil NEEDS to be addressed and cleaned as mentioned in the suggestions from our technician or the unit will not work properly. Maintnenace on the unit will have to be kept on the unit moving forward.  I did speak with [redacted] and explain this. She declined for me to come out.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This Revdex.com complaint was the 4th complaint I filed on this matter (3 previous complaints through UWIN) and this is the first response I received.  This alone is extremely poor customer service.  They also haven’t considered any of the issues I raised.  They are simply regurgitating what is in their service reports, which doesn’t include my input.  On their first visit to my home I stated that I didn’t believe that they found the leak as they barely spent any time searching for it, and what they found seemed entirely too simple and inconclusive.  The 2nd visit I expressed my dissatisfaction and distrust in the first visit only to be proven right in those thoughts as The technician confirmed that I still have a leak, that has not been fixed by this company.  My comments were not included in these reports.  Why?  Also this response doesn’t address even considering a refund for the money I have paid to not fix a leak that has been happening for almost a year.  I also have received no guarantee that this company will fix this leak.  Please explain how this can be a creditable response from a creditable business.
Regards,
[redacted]

To whom it may concern, 6-19-17In regards to complaint# [redacted]: (2nd response) We no longer use concrete pads due to the fact that they were cracking after a year of use.  We have converted to a “Diversi Tech” equipment pad that have a concrete appearance and offer superior performance. They provide superior resistance to the sun, moisture and freezing conditions.Secondly, as per our two technicians-Bryan B[redacted] and Jacob H[redacted] (contact information provided if needed):Both installers were present at the home of Mr. [redacted] and were verifying where to place the condenser/pad. The side of the house was restricted by concrete debris and property line. The installers asked Mr. [redacted] if he wanted the unit on the side or in the back of the home. Mr. [redacted] stated, “You are the experts, you place it where you think best”. Because of the confined area on the side of the house, which only had 4 feet to work with, the unit was place on the back corner of the home. Most townships require 15 feet to the property line to place it on the side of the house. At the time,  Mr. [redacted] agreed to place it in the back, and we went ahead with the installation.Sincerely,Martin  P[redacted]-ownerPawlak’s One Hour Heating and A/C

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response by the owner is untrue as per the written conversation in the original complaint which is what happened in actuality. The owners response makes no sense being that he said I made a decision on a Stage 1 so why would he have returned to speak with my wife and the reason is I told the owner it is up to my wife and the unit the owner was recommending for us to get was not showing on Amana's website to fit the needs of the size of or house hence why he returned to talk with my wife. My wife said to complete the job based off of the need of the house side and that he provides the correct equipment to cool the entire house all the way to the 3rd floor the same way as it does the 1st floor. The owner agreed this would be the outcome and has totally not lived up to his conversation with my wife and the contract. I paid over 11k dollars to have a window unit in my 3rd floor and fans on my 2nd floor which has be horrible to live with the recent hot weather. As far as the owners response of the walls being left open that is also untrue other than 1 4ft spot in kitchen and the bathroom upstairs which kitchen has no air ducts in it all and the bathroom on 2nd floor has a vent in floor. Based  off the neighbors house that is identical to ours my wife asked if we needed 2 air conditioners to cool because we were willing to pay what was needed to obtain the desired comfort level knowing that the duct system had never had a A/C unit which was discussed with owner in which again he agreed we would have. We also have a case open with One Hours [redacted] complaint dept. who has not heard from owner yet when they have been contacting him since the day they never showed up and stated job complete then charged me on 5/17/17. The contract that was sent by owner was not the original and he has added hand written additional comments which is altering a Original contract. I have also sent over pictures of the wiring being left incomplete which was not mentioned by owner when he responded and my wife never offered my services to complete a HVAC job when I am a Painter because that would make no sense the owner was the one who stated that in which when my wife advised me that I said "I am not doing that when I am not a professional HVAC I am a Painter"and that the return ducts was written into the contract to "Price Includes: Return Air Duct Work Connections; All installation Labor including checking, testing, and adjusting system."and my A/C unit is still not working as it should per conversations with owner and contract. My complaint will not be resolved until that is done and I receive some reimbursement due to the loss of services and living conditions we have been stuck with and charged over $11K for. The owner did not schedule for them to come out that day on the 5/17/17 after notifying him of the workers never returning and instead the owner decided that he would come out on the following week 5/22/17 in which I was not even home since they didn't show at normal time at 9am because I had already missed work due to staying home the week before for in which no one showed up. The only notification I received long after I had left was via phone that his workers were outside of my door. The remediation that the owner had stated he would do to complete job is not accepted. I require it to be done as agreed upon that he provide materials and services that would make it complete based upon the contract and the conversation. I also require reimbursement for the coupon that the owner had posted on his FaceBook account which was not allowed since owner stated he already gave us a good deal. I want an additional reimbursement due to the stress and living conditions and time and effort my wife and I had to put forth due to this of at least $1k. I now see why they aren't accredited through the Revdex.com and I made the mistake of not realizing that the One Hour's are individually owned and the original search I had was with another One Hour. Also on amana warranty it says customer can not put in cold air returns it voids the warranty. Thanks look forward to hearing from you.
Regards,
[redacted]

These issues have been addressed by Pawlak's One Hour .Thank you, Martin ** P[redacted]Owner

Hello, I m responding to the response by One Hour's Heating Company Owner stating that the "Pad" was placed with the approval from myself to the installers. I had not given approval to install in the direct rear of the house because when we originally purchased this house there was a deck in the back of the house that went where the pad is currently located that needed removed in which I did with the plans of replacing it this summer and I also didn't want to be bothered by the noise of the A/C unit when my family and I are out on the porch. I don't understand the explanation by the Owner considering that he and I did a preview/estimate on the job and how the space was not a issue at that time but now it is. Then there is the contract that also states that there would be a cement pad and it would be placed on left side yard of house. If it was unable to be done then this has to be moved due to a deck being built where it is at right nowAgain, as I had stated in the previous response that the walls are not open and have never been open. I have also installed return air vents which has not made it any cooler on the second and third floors. I still currently have a window air conditioner cooling the third floor. As per Owner, once the returns were in place the house will cool as he had guaranteed during conversation with my wife and also he had stated again on this last visit on 6/12/17. He also stated that if it isn't cooling like he said it would with return vents that he would return to fix/adjust. He had also told me on this past visit that the coupon amount $750 was to much to give me due to "giving us such a good deal" that he would only take off $200 even after all the hassle I have been going through to get this job done correctly as agreed upon with owner. I am just very skeptical to believe what is being said by owner due to the current situation that was caused by poor work ethics so it makes me question anything and everything. I would never give a reference to this company with the way the current situation is right now. When the owner was over on 6/12/17 I had explained to him that I had a relative looking to get a A/C unit in place and was going to go with One Hour Heating and AC but when they were informed of current issue I am having they have begun to look else where. I am still not satisfied. My house is not cooled like it had been agreed upon to be and then the unit is still in the wrong spot and if it needs moved else where other than the Left side due to "Code" requirements then so be it but it can't stay where it currently is. I am requesting a reimbursement of the coupon amount $750 in full and then some. This issue has been going on for quite some time now and I am still getting the run around with getting this job completed correctly.  Thank you for your time and help, [redacted] and Family

On the original estimate and contract he stated that the ac unit will be placed on the left side of my house on a concrete slab which is neither 1st its sitting on a plastic piece, not concrete, 2nd its in the rear of the home where im getting a deck built on to my home and hired j and l remodeling and no longer can because where the ac unit is they cant build it now, because they have to attach the face plat where the line is coming out of and now they not only messed my home up but another company schedule where I already gave a deposit for materials which im not going to be refunded this whole thing been a nightmare.