Radabaugh Heating & Air Conditioning

At this point, after a professional inspection of my house a/c and furnace unit, it was discovered to be a problem with unit's coil having multiple leaks Unfortunately, the a/c unit, producing only ambient room temperature, needs to be replaced Also, since the a/c unit is matched with the furnace unit, it was recommended to do a complete overhaul of the entire combined unit, having been in use for almost yearsI entirely agree with the honest opinions and thorough inspection of the existing system by the HVAC technicianThe time involved to do the inspection was certainly minimized, as questions asked to the homeowner @ the existing units performance eliminated many of the tests that would have been performed I am confident that the company will propose a reasonable option to correct and replace the existing unit

Ms [redacted] called on a Saturday, February 7, at 3:pm, which is an overtime callThe message that was given to our live answering service, which is also a recorded message, was that her name was [redacted] and refused to give her last nameShe did give her street address and stated she has not had heat since Thursday, and is a current customer and wants someone to tell her how to fix her furnaceWhen I returned the telephone call, the gentleman I spoke to stated she is a regular customer and she has not had heat since ThursdayThis gentleman also proceed to state this is a warranty problem and would like it repaired at no chargeI explained to the man that answered the phone that this is not the case, the boiler was actually purchased by [redacted] ’s mother and was installed over a year ago and that the parts and labor warranty have expired since it has been over one yearAt that point the gentleman put [redacted] on the telephoneWe did discuss the last call to her home regarding a water leak in the pipes and that she chose to have another company do the repairsOnce that situation was resolved she then insisted that I come to her home and fix her boiler at on charge, since she has a warranty, Please see the contract which clearly states a month (1-year) parts and labor warranty, Since the boiler was installed November 14, the warranty expired November 14, 2014, I also pointed out to [redacted] that the boiler and the contract was in her Mothers name, the check that paid for the boiler was from her mother, thus [redacted] was not actually an existing customer, [redacted] s mother, [redacted] is an existing customer but [redacted] was not authorizing repairs, Numerous times during this conversation [redacted] brought up the subject of me explaining to her how to fix the furnace herselfWith the limited information that she was able to provide I could not explain to her how to six the boiler with out a service callAll of the technicians of this company are authorized to charge existing customers and all new customers are COD when calling for service work, regular or overtimeSince she insisted that I tell her to fix it herself, was combative about the unit being out of warranty and since her mother purchased the heating system in this home, which makes her mother a customer, not [redacted] I told her she would need to pay for the repairs when I was thereNever did I state “you must pay me before I do any work.” She was told by me, I was not able to tell her how to fix it herself because of liability reasons and because she could not provide needed information (if any lights where on, was there power to the boiler) she had no information at all except she had not had heat in days and wanted it fixed and did not want to pay for itI offered to come out on overtime but she would need to pay me for the overtime call while I was thereAt that point she said she would discuss it at her house and get back in touch with meThe next information from [redacted] was the correspondence from the Revdex.comPlease see a copy of the answering service messageIf you would like a copy of the verbal recorded message, that can be arrangedPlease see a copy of the contract where [redacted] purchased this boiler and if you have any further questions, please do not hesitate to contact us.Thank you.Sincerely,Gary R [redacted] Owner

[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:
WOW, the blatant inaccuracies in this letter from a professional company just blows my mindI will respond to a couple points as most are not worth my time as they are simply not true
I insult everyone at his company, I am demanding and degrading etcI have been nothing but cordial with Gary and his staff when they have come to my homeGary the lies in your letter, YOU SHOULD BE ASSAMED OF YOURSELF! As for the "Just fix the *** thing", again Gary, you need to get the facts straightI asked that my system could be checked to make sure, because as up until May the system leakedIn May I called because the Air Conditioning was not producing cold air and Michelle scheduled Brian to come out and check the systemBrian arrived and found the system, installed now only months now, leaked because the brazing on the suction line coming off the A Coil was clearly substandard, Tech Brian indicated "I see a large area where braze was not applied"This allowed for the leak of Freon during the first heating season and I wanted it fixed under warranty, warranty should cover Parts and Labor due to WorkmanshipThis problem was created during the installation, how can I, the home owner create the Freon leak? Brian put lbs of Freon back inA month goes by after this fix, I used checked the temp with a kitchen thermometer and requested that Gary R*** HVAC come back and just check to be sure the charge is holding, up to May the system leakedOne would think as a business owner Gary, when a customer calls you and tell you that a newly installed system you provided leaked within months of installation, you would want to be sure the system is correctly addressed and coming back a month later to put your gauges on it would be the only way you know for sure the problem is correctedI filed this complain when I received a bill for this check and your subsequent arrogance on the telephone when I called to ask about why I got the billIf wanting my month old system to Heat and Cool my home correctly, then I guess I'm guilty of, as Gary states, "Tweaking my System"I look at it as I paid for a system to be installed correctly from Gary R*** HVAC, it was notThe substandard brazing caused the Freon to leak and I can not fathom how the manufacturer would be responsible for that as Gary R*** HVAC did the brazing and allowed the suction line to leakTo demonstrate the blatant inaccuracies in Gary's Letter I point to this section: "*** *** states that the tech who repaired a
freon leak in May advised him that a large section of the return line was not
brazed properly. That is not true, the
statement was never made, and it is just another fabricated statement made by
the homeowner. If this where true the
system would not have provided cooling for is home in September, October and or
portions November." Tech Brian can attest to this, he came out and fixed itHe found the section of unbrazed return line with very little effort as oil was leaking all down the pipe and he remarked that a large section was unbrazedDuring Brian's visit, he had a short brazing rod and said that will be enough, nope, had to run out to his truck and get a longer rod because such a large area needed fixedBraze just doesn't fall off or evaporate Gary again, you should get your facts straight before putting something this egregious in a written letter to the Revdex.comAgain Shame on You!
And another: "There was no failed part, no problem with his
system and again a fabricated service call by *** ***’s actions." Gary was the leak Brian found and had to come back and fix in May a FABRICATED Service Call? Again, I think not
Regards,
*** ***

I apologize for the delay in this response - I (Michele C***) office manager was on vacation in Flordia until the July 10th - and the temp printed a copy of the email but it was removed from my email list, I did call the only number I could find for the Revdex.com which was in Washington DC and left
messages on Friday and MondaySo needless to say I was happy to get this second request so that Mr Radabaughs response could be sent

At this point, after a professional inspection of my house a/c and furnace unit, it was discovered to be a problem with unit's coil having multiple leaks. Unfortunately, the a/c unit, producing only ambient room temperature, needs to be replaced. Also, since the a/c unit is matched with the furnace unit, it was recommended to do a complete overhaul of the entire combined unit, having been in use for almost 22 years.
I entirely agree with the honest opinions and thorough inspection of the existing system by the HVAC technician. The time involved to do the inspection was certainly minimized, as questions asked to the homeowner @ the existing units performance eliminated many of the tests that would have been performed. I am confident that the company will propose a reasonable option to correct and replace the existing unit.

Ms [redacted] called on a Saturday, February 7, 2015 at 3:30 pm, which is an overtime call. The message that was given to our live answering service, which is also a recorded message, was that her name was [redacted] and refused to give her last name. She did give her street address and stated she has not...

had heat since Thursday, and is a current customer and wants someone to tell her how to fix her furnace. When I returned the telephone call, the gentleman I spoke to stated she is a regular customer and she has not had heat since Thursday. This gentleman also proceed to state this is a warranty problem and would like it repaired at no charge. I explained to the man that answered the phone that this is not the case, the boiler was actually purchased by [redacted]’s mother and was installed over a year ago and that the parts and labor warranty have expired since it has been over one year. At that point the gentleman put [redacted] on the telephone. We did discuss the last call to her home regarding a water leak in the pipes and that she chose to have another company do the repairs. Once that situation was resolved she then insisted that I come to her home and fix her boiler at on charge, since she has a warranty, Please see the contract which clearly states a 12 month (1-year) parts and labor warranty, Since the boiler was installed November 14, 2013 the warranty expired November 14, 2014, I also pointed out to [redacted] that the boiler and the contract was in her Mothers name, the check that paid for the boiler was from her mother, thus [redacted] was not actually an existing customer, [redacted]s mother, [redacted] is an existing customer but [redacted] was not authorizing repairs, Numerous times during this conversation [redacted] brought up the subject of me explaining to her how to fix the furnace herself. With the limited information that she was able to provide I could not explain to her how to six the boiler with out a service call. All of the technicians of this company are authorized to charge existing customers and all new customers are COD when calling for service work, regular or overtime. Since she insisted that I tell her to fix it herself, was combative about the unit being out of warranty and since her mother purchased the heating system in this home, which makes her mother a customer, not [redacted]. I told her she would need to pay for the repairs when I was there. Never did I state “you must pay me before I do any work.” She was told by me, I was not able to tell her how to fix it herself because of liability reasons and because she could not provide needed information (if any lights where on, was there power to the boiler) she had no information at all except she had not had heat in 3 days and wanted it fixed and did not want to pay for it. I offered to come out on overtime but she would need to pay me for the overtime call while I was there. At that point she said she would discuss it at her house and get back in touch with me. The next information from [redacted] was the correspondence from the Revdex.com. Please see a copy of the answering service message. If you would like a copy of the verbal recorded message, that can be arranged. Please see a copy of the contract where [redacted] purchased this boiler and if you have any further questions, please do not hesitate to contact us.Thank you.Sincerely,Gary R[redacted] Owner

At this point, after a professional inspection of my house a/c and furnace unit, it was discovered to be a problem with unit's coil having multiple leaks. Unfortunately, the a/c unit, producing only ambient room temperature, needs to be replaced. Also, since the a/c unit is matched with the furnace unit, it was recommended to do a complete overhaul of the entire combined unit, having been in use for almost 22 years.
I entirely agree with the honest opinions and thorough inspection of the existing system by the HVAC technician. The time involved to do the inspection was certainly minimized, as questions asked to the homeowner @ the existing units performance eliminated many of the tests that would have been performed. I am confident that the company will propose a reasonable option to correct and replace the existing unit.

Review: New heat pump ac and furnace installed September 2013. By May 2014 the freon leaked out and needed to be recharged due to a blatant failure during the installation. After an entire heating season with an improperly installed system I called Radabaugh to check the system under my 1 year warranty. Tech Brian determined a large section of the return line was not braised properly during the install and leaked the freon as well as the presence of oil all over the pipe. Brian braised and refilled the system. In June 2014 I asked Radabaugh HVAC to return and just check the system to verify the leak was in fact fixed and the system was in fact holding a charge, for the first time ever. The tech verified the system was now holding a charge, mind you this is the first time since the installation the system was not leaking. I received a bill for this follow up check for $80.00. I called Radabaugh HVAC to question the charge. Gary R[redacted] called and stated since the system was OK, I was responsible for this check. I tried to explain to Gary R[redacted] that the system was installed improperly and I wanted assurance it was finally sealed correctly as an improper charged system has cost me hundreds of dollars in electricity this heating season and I didn't want it operating improperly going into the cooling season. My first heat pump heating season the system was not charged properly due to the inferior installation and braising by Gary R[redacted]'s untrained helper he used during the installation which is the cause for the freon leak. I would think a business owner would want his customers satisfied after he has been made aware of an error by his untrained installer, instead I get a bill from Gary and a very arrogant attitude on the phone and Gary telling me to find someone else to fix my system as he is canceling the remaining months of my 1 year warranty.Desired Settlement: Since the cost of a warranty is included in total job cost, if Gary is canceling the remaining months, I want a fair and equitable refund of the outstanding warranty period. In addition, an apology from Gary for his arrogant unprofessional demeanor. After all, his untrained workers caused this problem to begin with.

Business

Response:

I apologize for the delay in this response - I (Michele C[redacted]) office manager was on vacation in Flordia until the July 10th - and the temp printed a copy of the email but it was removed from my email list, I did call the only number I could find for the Revdex.com which was in Washington DC and left 2 messages on Friday and Monday. So needless to say I was happy to get this second request so that Mr Radabaughs response could be sent

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:WOW, the blatant inaccuracies in this letter from a professional company just blows my mind. I will respond to a couple points as most are not worth my time as they are simply not true. I insult everyone at his company, I am demanding and degrading etc. I have been nothing but cordial with Gary and his staff when they have come to my home. Gary the lies in your letter, YOU SHOULD BE ASSAMED OF YOURSELF! As for the "Just fix the [redacted] thing", again Gary, you need to get the facts straight. I asked that my system could be checked to make sure, because as up until May 2014 the system leaked.In May 2014 I called because the Air Conditioning was not producing cold air and Michelle scheduled Brian to come out and check the system. Brian arrived and found the system, installed now only 8 months now, leaked because the brazing on the suction line coming off the A Coil was clearly substandard, Tech Brian indicated "I see a large area where braze was not applied". This allowed for the leak of Freon during the first heating season and I wanted it fixed under warranty, warranty should cover Parts and Labor due to Workmanship. This problem was created during the installation, how can I, the home owner create the Freon leak? Brian put 7 lbs of Freon back in.A month goes by after this fix, I used checked the temp with a kitchen thermometer and requested that Gary R[redacted] HVAC come back and just check to be sure the charge is holding, up to May 2014 the system leaked. One would think as a business owner Gary, when a customer calls you and tell you that a newly installed system you provided leaked within 8 months of installation, you would want to be sure the system is correctly addressed and coming back a month later to put your gauges on it would be the only way you know for sure the problem is corrected. I filed this complain when I received a bill for this check and your subsequent arrogance on the telephone when I called to ask about why I got the bill.If wanting my 8 month old system to Heat and Cool my home correctly, then I guess I'm guilty of, as Gary states, "Tweaking my System". I look at it as I paid for a system to be installed correctly from Gary R[redacted] HVAC, it was not. The substandard brazing caused the Freon to leak and I can not fathom how the manufacturer would be responsible for that as Gary R[redacted] HVAC did the brazing and allowed the suction line to leak.To demonstrate the blatant inaccuracies in Gary's Letter I point to this section: "[redacted] states that the tech who repaired a

freon leak in May advised him that a large section of the return line was not

brazed properly. That is not true, the

statement was never made, and it is just another fabricated statement made by

the homeowner. If this where true the

system would not have provided cooling for is home in September, October and or

portions November." Tech Brian can attest to this, he came out and fixed it. He found the section of unbrazed return line with very little effort as oil was leaking all down the pipe and he remarked that a large section was unbrazed. During Brian's visit, he had a short brazing rod and said that will be enough, nope, had to run out to his truck and get a longer rod because such a large area needed fixed. Braze just doesn't fall off or evaporate Gary again, you should get your facts straight before putting something this egregious in a written letter to the Revdex.com.... Again Shame on You! And another: "There was no failed part, no problem with his

system and again a fabricated service call by [redacted]’s actions." Gary was the leak Brian found and had to come back and fix in May a FABRICATED Service Call? Again, I think notRegards,