Rhino Heating and Air

I am rejecting this response because: Pad is too small When putting in was stated that they would come back and remove at no cost for me to put concrete in It is clear that you cannot trust the owner's word I stand by what was said at the time.I would not have had it installed and would have waited I have the rebate that was sent to me denied by the utility company As the communication is clear you cannot trust this company

Mr [redacted] has sent numerous emails over the last few months insisting that someone told him that after over eighteen months our company would come back and un-install his mini split condenser and re-install it after he poured a concrete pad under the mini split condenserWe have nothing in writing saying we will do this and I in no way told him I would do anything for freeI told him it was possible to do this work when he was ready and when he called to have it done, after eighteen month, I gave him an affordable price to do that workIf we come up one time and can move and then replace the unit within one visit consisting of four hours the price would be $If we have to come back to reinstall the unit due to his construction project the price is $No company I know of works for free and that includes usOnce we came to this in pass he began to say the unit was installed on an improper padWe use industry standard pads that are specific to the unit and sold to us through our supplierThey are all concrete composite and are sufficient in size and durability to hold the unit I am not sure why he would think that he is due $for a rebate on his unitThe most [redacted] allowed is $and we added an additional $subtracted from the total price at the time of his installation just for a situation such as this We cannot control the Utility Company and what it will honor as a rebate to a customerWe promised a SEER and that is all we promisedHis unit is at that level I pride myself on my customer service and if I cannot help a customer to a positive resolution then it just may not be possibleWe are not going to go up and move his unit for free and that has been his only solution Sincerely [redacted] President

I am rejecting this response because: note in the invoice that is states a concrete slab not a foam filled slab. I want a replacement of the slab of concrete. In addition, the foam filled slab is not large enough for the unit. I sent photos to Rhino h/a and showed them this problem also. Weeds are growing into the unit due to it being larger than the slab. This is considered a bait and switch tactic and is against the law regarding the description of the concrete slab. The rebate was stated to be valid when the costs were estimated. Why would Rhino h/a send me the forms if not valid? That makes no sense to do so. Consider the facts and I have the rejected rebate form from the electric company stating the unit is not energy efficient and was told it was. Thus the unit itself is another possible bait and switch tactic regarding the rebate

Mr. [redacted] has sent numerous emails over the last few months insisting that someone told him that after over eighteen months our company would come back and un-install his mini split condenser and re-install it after he poured a concrete pad under the mini split condenser. We have nothing in writing...

saying we will do this and I in no way told him I would do anything for free. I told him it was possible to do this work when he was ready and when he called to have it done, after eighteen month, I gave him an affordable price to do that work. If we come up one time and can move and then replace the unit within one visit consisting of four hours the price would be $500. If we have to come back to reinstall the unit due to his construction project the price is $700. No company I know of works for free and that includes us. Once we came to this in pass he began to say the unit was installed on an improper pad. We use industry standard pads that are specific to the unit and sold to us through our supplier. They are all concrete composite and are sufficient in size and durability to hold the unit.   I am not sure why he would think that he is due $500 for a rebate on his unit. The most [redacted] allowed is $200 and we added an additional $400 subtracted from the total price at the time of his installation just for a situation such as this.  We cannot control the Utility Company and what it will honor as a rebate to a customer. We promised a 17.9 SEER and that is all we promised. His unit is at that level.   I pride myself on my customer service and if I cannot help a customer to a positive resolution then it just may not be possible. We are not going to go up and move his unit for free and that has been his only solution.   Sincerely [redacted] President

The pad under the unit is industry standard and comes with the unit when purchased. There is no other pad available and we do not ever pour concrete. They are made to fit the unit installed. We only sent the rebate form to the customer, not to [redacted], when they asked us to do so. As stated before we doubled the rebate on the contract so that if for some reason [redacted] did not honor the rebate the customer had more than the rebated amount refunded to them at the time of the contract. There can be no "bait and switch" as the contract stated that the unit would be 17.9 SEER and it is indeed that.We have had this conversation with the customer numerous times and the information remains the same each time. We will not go out for free and un-install a unit to let the owner pour a concrete pad. We will not give money back to the customer for the pad we provided as it is the industry standard pad for that unit. The size is based on the size of the unit.

I am rejecting this response because:  Pad is too small.  When putting in was stated that they would come back and remove at no cost for me to put concrete in.  It is clear that you cannot trust the owner's word.  I stand by what was said at the time.I would not have had it installed and would have waited.  I have the rebate that was sent to me denied by the utility company.   As the communication is clear you cannot trust this company.

Rhino came out to my home after many people tried to help me with my air conditioning problem. They explained what was going wrong in my system and offered different solutions. I felt they listened to my problem and I felt very comfortable with their service technician. I did not feel pressured and they gave me a fair price. The best thing that happened is that their solution worked and we finally have cool air. Thank you for all of your help RHINO!

They started out nice and promised all types of service BUT NEVER fulfilled! They promised new ducts with the brand new heater/ac system I purchased BUT instead they used the same old duct work. I looked. I called them on it and they said all it had to do was pass inspection. They didn't even provided a required filter BUT instead told me to go buy it myself, when I called them. Within the first year the AC made a horrible noise and parts were BAD. The AC made the same horrible noise the second year too. Oh, they do say they will come out and 'check' things BUT IT WILL COST ME because it might not be covered. I'm find out lots of their service and parts are not covered. I do NOT TRUST them.

They promised a 10 year warranty BUT when I called, they said that part wasn't covered.

NEVER NEVER NEVER use them!

Review: Bought a HVAC unit from Rhino on 12/19/2012 and its still not working properly Rhino has been out here 11 times to fix it and its still not fixed.

problem date:12/24/2012

Purchased 12/19/2012

Model number: Heating unit RGPN-07NAMER

Model number: Cooling unit [redacted]

permit number# XXXXXX

Sales Rep(owner): [redacted]

7,281.00

Loan from Smud

Review:

Dec 20-22nd 2012 Heater installed took three days to install the heater, they didnt install the cooling unit the same time they installed that at a later date

12/25/2012 called to file a complaint the heater didnt work

12/27/2012 Rhino came over to "correct" the problem

1/2/2013 Called to file a complaint the heater was still not working

1/4/2013 Rhino came over to "correct" the problem

1/7/2013 called to file a complaint the heater was still not working

1/9/2013 Rhino came over to "correct" the problem

1/10/2013 called to file another complaint the heater wasnt working (when I say doesnt work it was turning off and wouldnt heat the house before turning off it wouldnt be on for more then 4 minutes then shut back off)

1/11/2013 Rhino came back over to "correct" the problem again

2/1/2013 called Rhino again to tell them the heater still wasnt working, they wouldnt work with us and have someone out over the weekend so we had to wait until the following business days

2/5/2013 they came back over to correct the problem

During this time Rhino provided us with awful customer service they never worked with us to a time that worked for us, we had to take time off work and pay a relative to work with us and help come over to wait for them.

2/25/2013 Came over to install the AC unit

2/21/2013 HVAC inspection City of Rancho cordova came out and it didnt pass there were problems

2/22/2013 called Rhino to talk with them about the problems they told me someone wasnt in and they well call me at a later date to go over the problems

3/4/2013 called and talked about problems, they had to order a part and the only time they could come out to fix the problems was

3/21/2013 they finally came out to correct the problems the inspector found

4/19/2013 inspector came out and the inspection passed

4/22/2013 called rhino the pipe that indicates something is wrong with the ac when leaking was leaking called rhino she said it wasnt good she would call me back to let me know when someone can be out

called me the day of 4/23/2013 and said someone can come out there and fixed it so I left work again for them to come over and fix the probem

4/24/2013 it was still leaking when the AC was on called and she said they sent the wrong guy out and she well send someone out who knows how to fix the problem but that wouldnt be until 4/30/2013 they came out to fix the problem again and claimed it was just clogged and that night it was still leaking

5/1/2013 they came out to fix the leak that same night it was still leaking

5/1/2013 same night I called rhino and told them it was still leaking, (i talked with [redacted] the owner everytime)

she said someone would be out on 5/6/2013 to fix it and gave us a time frame

5/6/2013 rhino called me 4 hours before the time frame and told me they couldnt come out set up a new time frame for the following day 5/7/2013

5/7/2013 came home to wait for them they never showed a hour after the time frame was over I called [redacted] and she said everyone that works there has the stomach flu and no one can come out and I still have not heard back from her after me leaving a message with them on 5/8/2013

our AC is still not working one time she said it was ok to run the air just check the pan up in the attic on our own to make sure it dont over flow im not in the position to do that, so basically if I cant do that I cant run the air. at the time and date I still do not know when our AC unit well be fixed this has all been a on going issue since we purchased the product in December of 2012

Desired Settlement: We would like product replacement since we have had so many problems with this unit and it seems it cant be fixed,

or refund for the time lost coming out here for them to fix it.

Business

Response:

Business' Initial Response

[redacted] Installation.

In response to the [redacted]'s complaint filed, Rhino Heating & Air would like to say that any issues that occurred with the installation of their HVAC system and ductwork were addressed and resolved in the timeliest manner possible. When installing a new system, and ductwork there sometimes are instances where we need to return to the property to make adjustments or changes for the install to pass all requirements by law. Yes, there were unforeseeable complications that arose, but again, Rhino resolved those issues in a timely manner with the homeowners concerns in mind. Please see the following notes that show the dedication Rhino has shown to the [redacted]'s.

[redacted]12-20 and 12-21. Installation of a complete HVAC system, attic installation and replacement of duct work (due to rodent problems).The attic was overfilled with insulation making the installation take much longer than normal.

Holiday closed till 12/26

Service went to the house on Saturday 12/22 to find out why they had no heat. Found the high limit tripped. All parts houses and Manufacture are closed for the holiday.

Bi passed limit to get the customer heat and told them we would return the next week.

Spoke to Father -In-Law (not the customer) on Christmas day, 12/25. They had heat but he asked to have the unit removed and a new one installed at his time. We told him this was not possible as the manufacture requires the contractor to work with them to find the problem before a replacement is offered under warranty.

[redacted]Returned on 12-27 for a scheduled visit to completed the installation. Gave the contact person a 30 min call for their convenience. At this point due to the large amount of airflow to the house and the problem with the furnace we told the customer we would add two additional ducts to the home to make the air flow better. This was being done at no charge to the customer to try and attend to their concerns. They had heat at this time also.

[redacted]Our next visit was 1/4 which was the scheduled Title 24 testing, a required part of any installation and it is necessary for us to have access to the home. At the same time, for the customers convenience, we added the two additional ducts to address issue. The father-in-law was given a 30 min call to meet us at the home per the homeowners request. We also ran the required duct test and it required us to change out the TXV in the coil.

[redacted]Our next visit on 1/9 we changed the TXV and completed the Title 24 testing. The test passed ** this time. This visit would also be required and Rhino would need access to the house as part of a normal installation to get the Title 24 certification. We gave the contact person a 30 min call to prevent extra waiting on their part.

1/11 we bypassed [redacted] limit and taped the indoor coil to address the heating issue.

Customer called us on 2/1 to tell us it was not working again. It had been working from the last visit so we needed to speak with the manufacture before we addressed the issue again. Our technicians were in contact with the manufacturer's tech support manager throughout the next few days to try to resolve the problems the unit was having. The home owner's father in law called us several times during this time to check the status of the calls made, and each time was notified that we were in contact with the manufacturer and that we were working diligently to get any problems handled for the home owners. The manufacture was already closed on 2/1 when the customer called. We spoke to the manufacture on Monday 2/4 and we were asked to increase the size of the plenum (where the ducts are attached) and to check the gas pressure that is set at the factory.

2/5 At a scheduled appointment with a 30 min call to the contact we arrived and found the gas pressure that was set from the factory to be too high. We adjusted the pressure and increased the size of the plenum per manufacture request.

During this time Rhino attempted to help the customer in any way we could to minimize their wait time. We told them they could leave a key- we are bonded and insured, or they could have a 30 min call when we were on our way. We only have so much we can do when we need a customer to be available and tried to help in any way we could.

The AC unit was not installed on 2/25 as the Title 24 testing could not have been completed unless the condenser was in place. I have no idea how to address this stated concern.

[redacted]3/21 Inspection Corrections scheduled. This is a normal part of an installation and is part of the process. Rhino has six months to correct any problems found from an inspection from the City of Rancho Cordova. We came out within 30 days to take care of the corrections. Prior to coming out to do the corrections we had to speak to the inspector from the city and he removed two of the corrections as they were incorrect on his part. A letter was included in the permit file. Corrections were completed this day with a 30 min call to the contact the homeowner gave us. The inspection was called in and the installation passed all inspections.

4/24 thru 5/7: Customer call to alert us that water was draining from the secondary drain outside. This drain is there to protect the unit from overflowing in the attic. They were told to go ahead and run the system as needed. The system was not in any danger of overflowing - if water was in the pan there is an automatic switch that would have shut the system down. The owners were told this so there was no reason for anyone to go into the attic and check the pan. Mrs. [redacted] did say that her husband had gone up and looked but they were not told by us this was necessary.

SMUD, at their inspection visit, has commented on concerns of the insulation getting into the drain pan due to the excess of insulation in the attic. We are scheduled to go out on May 30 to remove the insulation that has fallen into the pan at SMUD's request with no charge to the customer. We will let the customer know that they will need to keep the insulation out of the pan or it will cause it to clog.

We attempted to correct the drainage problem, and it took us a few tries to figure out their drainage system due to the insulation. Rhino found that the primary and secondary condensations lines were reversed in the attic from a previous installation. To work with the homeowners directly, we scheduled all appointments for this after 5PM whenever possible so that the owner was home from work as we did not want to inconvenience them.

We are not sure why they say the system is not working. As of 5/10 the system is working properly, drainage has been solved and everything we promised as been fulfilled as well as additional ducting to their home at no charge. The owner has a 10 year parts and labor warranty and 5 years of maintenance was given at no charge so any problems will be dealt with quickly. We cannot prevent mechanical problems from the factory, nor can we foresee them in the future. We responded in an appropriate manner and have completed all repairs necessary, with respect and compassion to their situation.

As you can see by the [redacted] marked visits, many of the visits we made to this property were the normal part of installing a new HVAC system. The installation takes time when you are replacing a full system and duct work. The Title 24 testing and any requirements from this testing is a normal part of installation. Inspections and corrections by the permitting agency are also part of the installation process. We request a homeowner to be available during these times as we need access to the home to do the replacement.

The furnace issue ended up being a manufacture problem that was remedied once the solution was found and the furnace has been working as designed ever since. The homeowner gained two additional ducts to their home at no additional charge. The cost to do this would have been $850.

The condensation problem was due to the inability of our crew to see where the pipes began or terminated due to the insulation. Once we solved the puzzle the water is draining properly. The owner was given 5 years of maintenance at no charge. A normal cost for this would be $189.95 per year, totaling $949.75.

Rhino has made every effort to respond to each and every concern in a timely manner with the upmost customer service given. We tried not to inconvenience the customer by giving them a 30 min call or coming to them after they had arrived home from work.

If the problems with the system were severe, the manufacturer would have recommended replacement of the system. Since Rhino has completed the repairs that were recommended by the manufacturer, there have been no mechanical problems with the system, so replacement under warranty is not warranted. Rhino has made all visits to the home at no charge to the customer and does not feel that a cash settlement is necessary as they have already received more than the contra