Runnemede Heating Co

Central air system went outScheduled a tech to come out and diagnose The representative on the phone said the diagnosis would be We specify asked if there would be any other charges and was told noThe tech did the diagnosis and and quoted the repair for which we declinedAll of a sudden there was an extra diagnostic feeRefused it and asked to talk to managerTurns out it was the same guy that scheduled us the previous dayReminded him "Kevin" that he specifically said it would be Kevin then gets angry and tells my wife to not pay anything and never call back againCompletely rude and unprofessionalThis kind of treatment after having 15k worth of work done by the companyI'm outragedThey tried to scam us with added fees and then when we call them on it they tell us to never call them again

We installed Mr [redacted] ’s heater and air conditioner in January and the unit is a ton SEER air conditioner with a 97% [redacted] furnace determined after our engineer did a load calculation on the home and determined this to be the correct size for the approximately sq foot rancher The attic was air sealed as part of Mr [redacted] going solar the same year The unit came with a year parts and labor warranty through us years on the ac compressor and years on the heat exchanger Later in Feb 2010, the heater unit had an issue with the inducer and was replaced under warrantyIn March 2010, there was an issue with the thermostat and we corrected that under warranty We performed a start up of the ac unit in April 2011, with no issuesFeb 2012, we replaced a condensation pump on the heater side under warrantyOn Sept 15, 2012, we received a call for an ac issue, we arrived to find no issue with the air conditioner and Mr [redacted] signed up for a service planOn Sept 2012, Mr [redacted] called to inform me that he had tried to contact the manufacture of the thermostat, [redacted] , to get some support because he felt it was not working properly and was not keeping accurate temperatures Mrs [redacted] had called that day to ask if a technician from our organization could provide technical support to the gentleman [redacted] who was replacing the [redacted] thermostat with a [redacted] one, over the phone I said no one would be able to provide that information over the phone but I could send a technician out for a fee Mrs [redacted] declined and I provided the technical support phone number for [redacted] The [redacted] thermostat was a stage thermostat to go with the stage units we installed If a stage thermostat was not installed, the unit is not going to run correctly The [redacted] s also had [redacted] out to service the unit about the same time and thus voided the warranty for labor through us and Mr [redacted] was informed about that at the time On July 2011, Mr [redacted] posted to his [redacted] that ‘His house was a little cold for being in a heat wave this week.’ Mr [redacted] called this time, 3/8/16, to ask about adding minisplits to his home to help certain areas, namely the bedroom and living room He spoke to Bob about pricing and Bob suggested that his duct work may be an issue because of it being in a slab house On Friday March 11th, he texted Bob to notify him that a main duct in his attic is collapsed and drawing air in from the attic Bob offered, on text to send someone out to give him a price to repair the duct work There has been no further communication with Bob concerning this matter Mr [redacted] did call our Master Electrician, Sean on Saturday March 12th and our Installation Manager Greg, Thursday and Friday, and Greg offered to have someone come out and evaluate the problem Mr [redacted] did ask Greg if the duct work was that way in and Greg said ‘If it was, then we would have addressed the issue at that time.’ We have offered to send technicians out over the course of the past few years when Mr [redacted] has called but he has not taken us up on it, and this time does not seem any different We have been there for other issues in his home since and he has not mentioned this issue to any of those technicians, based upon the notes in the computer system We waited on responding based upon the text message Bob received on Friday and responded to but have not heard from Mr [redacted] We can provide the load calculations, if needed, to show Mr [redacted] that the unit is not undersized for his home And we will still gladly send a technician out to provide a price to repair the duct issue in the attic

Complaint: [redacted] I am rejecting this response because: Runnemede HVAC routinely sent HVAC techs per warranty requirements and their work was so sloppy, such as, leaving access panels detached, doors open, screws left out, (the access panel on the compressor is still missing screws) , I had to get another company to service myHVACAlso, since they charge for a service call, it's not reasonable to have them come back for something that could have been done right if they had the expertiseMaybe if I were told the single, foot run air return wouldn't work with modern refrigerants they could have addressed the comfort issues regarding inside temps from the very beginningThis is odd since the supply ducts are good, having duel supply ducts connected to the fan with no air leaks, the return duct could have redesigned to equalize the air pressure and increase air flow Regards, [redacted]

We made no such claim that the leak suddenly stopped My technician was unable to reproduce the leak that the customer states was there There were three trips to this home for the warranty company and on the final visit my technician noted that there was a vent running in an outside wall into the same area as the supposed leak Since the duct work was running on an exterior wall and was not insulated, condensation was seen as the cause of the leak and that is what was reported to the home warranty company Maybe the customer feels that is the lie we told them, I do not know I know that is what my technician reported to me and I reported to the warranty company we sent pictures of the duct work to the home warranty as part of our report We are not in the business of lying and especially to the warranty company It does not benefit any company to lie to the company that is going to pay you to perform repairs As I noted to the customer on the final day we were there and he wanted to have us back out that day; we would not be returning that day nor any future days and to please call the warranty company to have his claim reassigned The warranty company did reassign the claim to another company as stated in the previous response That company will be the ones responsible to repair the leak, if it is leaking at the time of their arrival, and make any future reports to the warranty company I expressed this to the two different customer service representatives from the warranty company who called about the reassignment They verified it was reassigned when I called them before my last response to the Revdex.com complaint As noted in the customer's first complaint, we are the second company out there, because the first company was not able to observe a leak upon their arrival While I do understand that the customer has video of the leak occurring, a technician cannot repair something that is not working improperly upon their investigation

The claim has been reassigned to another company as per what I told the homeowner to do yesterday when there was a heated discussion concerning this topic The warranty company says that the homeowner is satisfied with that and thus I am unsure why this complaint was lodged

Complaint: ***
I am rejecting this response because:
There was no attempt to actually put a camera through the line to see what actually was going onThe response I got was we can try, well when you have sewage backing up into your basement I feel a more thorough investigation should be done, but there was no attempt to do so. Once the technicians snaked the line and saw the roots, they assumed that the pipes had to be replaced, which was written on the original receiptHow do you determine that without even looking?When I had the other company come out they put a camera down the line first to see if the pipes were damaged, in which I will have a copy as proof. They saw another clog further down the line then proceeded to work from there until the issue was resolved
Regards,
*** ***

The technician ran a garden rose in the drain line after the roots were removed and water did not back up during that verification process, so he believed that the line was clear You cannot run a camera in a line filled with waste material because all it will see is said waste material As I stated to your home warranty company and in the prior email, there is no need to investigate further with a camera when you see roots The sewer system is a closed system and roots should not be in the line The roots are entering the closed system through some type of compromise in your sewer line and your sewer line is approximately years old or so, based upon the material seen If there was still an issue or the service technician wanted to locate the exact location of the compromise, he could have used a camera, at an additional cost The service technician tested the drain and felt it was open/cleared based upon that test. At this time, we will refund the money that the customer requested of $ Homeowner should see the check in the next business days

Complaint: ***
I am rejecting this response because:
I recently had other evaluations of my a/c and was informed the ton AC marginally meets cooling demands and I'm maintaining Runnemede sold me an undersized system.
Regards,
*** ***

*** *** did have us come out to investigate the drain issue he was experiencing The technicians (2) came out with helpers, not plumbers, and they did remove a lot of roots from the drain line and when they tested it, they believed that the sewer line was cleared but we did let the
homeowner know that the root infestation would occur again because roots are not supposed to be in the sewer line and we would provide a proposal to address the situation My technicians were there for about hours In 3-subsequent conversations, on the phone, after we left, including the next day, the customer never mentioned that they were still having an issue, until he called on Friday August 14th and brought it up in conversation and at that time did not ask for a refund, but did tell me he had another plumber out We spoke with their home warranty company on Wednesday August 12th and had to call them back and was on hold for minutes This is not a home warranty company that we have worked with before I sent the customer a proposal with options and one was for the same repair of adding a cleanout to their current sewer line and that was priced with a video inspection of the line We could have attempted the video inspection and could have gone through the toilet if we had to come back again to address the issue completely We would not need to camera the line until we needed to figure the location of the root infiltration to replace that part of the line because we felt we had removed the correct amount of roots and since roots are not supposed to be in the sewer line, we would not need to camera the line More material could have been added to the sewer line after our visit and the next plumber's visit, that could have been hung up on roots that we did not remove We did inform the homeowner to use the sewer system gently to avoid the washing machine from overfilling the sewer line and several other suggestions MrsBatista called and asked how long she would have before the root issue came back and I told her that I did not know because it would depend on how much went into the system and I recommended rootx until they were able to address the issue completely, that was either that same day or the next day after our visit I do believe it was the morning the day after My technician gave them a price to clear the line with the cleanout that was available in the basement versus removing the toilet and going in from there to help save *** *** the charge of $of going in through the toilet because they had been in the house for about week at the time I do wish I knew of an issue so I could have resolved it completely for this customer We could have gone in through the toilet with a large machine if needed

Tell us why here...Mr*** sent us a request for service via our webpage and attempted to attach a picture to it I assume the picture is of his duct work that he described as antiquated and defective I can understand the defective portion, if the duct work has dried out from exposure in an attic for a number of years and collapsed, as Mr*** noted in pictures sent to our Install Manager Greg In our terms, they are broken and not defective, but either way, they are not able to allow air to flow through and thus not keep the temperature in the house The unit we removed was tons of cooling and the new one installed is tons of cooling The duct work was able to accommodate the tons, so it should be able to do the same for tons of cooling Again, Mr*** has not contacted us to schedule someone out to evaluate the duct work problem and provide a cost to make the necessary repairs The age and condition of the duct work was not an issue when the evaluation was completed in 2009, according to the assessment paperwork The unit was downsized because the attic area was sealed and that sealing would reduce the energy loss through the attic This would decrease the amount of cooling that the home would require If Mr*** were to increase the size of the unit to tons of cooling, then the duct work may have an issue with that volume of air Three tons is a size that Mr*** had mentioned to me in conversation. We have the documentation that was done when our engineer evaluated Mr***'s home If Mr*** would like to provide the Manual J or S that the other company used to evaluate his system, we would gladly compare the numbers Now if Mr*** has not completed the repairs on the duct work that was mentioned on the previous complaint and response, then the evaluation has not been done properly Again, we have offered numerous times to have a service technician come out to Mr***'s home and we continue to offer this but have not heard from Mr*** concerning this

We installed Mr. [redacted]’s heater and air conditioner in January 2010 and the unit is a 2 ton 17 SEER air conditioner with a 97% [redacted] furnace determined after our engineer did a load calculation on the home and determined this to be the correct size for the approximately 1200 sq foot...

rancher.  The attic was air sealed as part of Mr. [redacted] going solar the same year.  The unit came with a 5 year parts and labor warranty through us.   10 years on the ac compressor and 20 years on the heat exchanger.  Later in Feb 2010, the heater unit had an issue with the inducer and was replaced under warranty. In March 2010, there was an issue with the thermostat and we corrected that under warranty.  We performed a start up of the ac unit in April 2011, with no issues. Feb 2012, we replaced a condensation pump on the heater side under warranty. On Sept 15, 2012, we received a call for an ac issue, we arrived to find no issue with the air conditioner and Mr. [redacted] signed up for a service plan. On Sept 29 2012, Mr. [redacted] called to inform me that he had tried to contact the manufacture of the thermostat, [redacted], to get some support because he felt it was not working properly and was not keeping accurate temperatures.  Mrs. [redacted] had called that day to ask if a technician from our organization could provide technical support to the gentleman [redacted] who was replacing the [redacted] thermostat with a [redacted] one, over the phone.  I said no one would be able to provide that information over the phone but I could send a technician out for a fee.  Mrs. [redacted] declined and I provided the technical support phone number for [redacted].  The [redacted] thermostat was a 2 stage thermostat to go with the 2 stage units we installed.  If a 2 stage thermostat was not installed, the unit is not going to run correctly.  The [redacted]s also had [redacted] out to service the unit about the same time and thus voided the warranty for labor through us and Mr. [redacted] was informed about that at the time.  On July 11 2011, Mr. [redacted] posted to his [redacted] that ‘His house was a little cold for being in a heat wave this week.’ Mr. [redacted] called this time, 3/8/16, to ask about adding minisplits to his home to help certain areas, namely the bedroom and living room.  He spoke to Bob about pricing and Bob suggested that his duct work may be an issue because of it being in a slab house.  On Friday March 11th, he texted Bob to notify him that a main duct in his attic is collapsed and drawing air in from the attic.  Bob offered, on text to send someone out to give him a price to repair the duct work.   There has been no further communication with Bob concerning this matter.  Mr. [redacted] did call our Master Electrician, Sean on Saturday March 12th and our Installation Manager Greg, Thursday and Friday, and Greg offered to have someone come out and evaluate the problem.  Mr. [redacted] did ask Greg if the duct work was that way in 2010 and Greg said ‘If it was, then we would have addressed the issue at that time.’  We have offered to send technicians out over the course of the past few years when Mr. [redacted] has called but he has not taken us up on it, and this time does not seem any different.  We have been there for other issues in his home since 2012 and he has not mentioned this issue to any of those technicians, based upon the notes in the computer system.  We waited on responding based upon the text message Bob received on Friday and responded to but have not heard from Mr. [redacted].  We can provide the load calculations, if needed, to show Mr. [redacted] that the unit is not undersized for his home.  And we will still gladly send a technician out to provide a price to repair the duct issue in the attic

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Runnemede HVAC routinely sent HVAC techs per warranty requirements and their work was so sloppy, such as, leaving access panels detached, doors open, screws left out, (the access panel on the compressor is still missing screws) , I had to get another company to service myHVAC. Also, since they charge for a service call, it's not reasonable to have them come back for something that could have been done right if they had the expertise. Maybe if I were told the single, 7 foot run air return wouldn't work with modern refrigerants they could have addressed the comfort issues regarding inside temps  from the very beginning. This is odd since the supply ducts are good, having duel supply ducts connected to the fan  with no air leaks, the return duct could have redesigned to equalize the air pressure and increase air flow.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:There was no attempt to actually put a camera through the line to see what actually was going on. The response I got was we can try, well when you have sewage backing up into your basement I feel a more thorough investigation should be done, but there was no attempt to do so. Once the technicians snaked the line and saw the roots, they assumed that the pipes had to be replaced, which was written on the original receipt. How do you determine that without even looking?. When I had the other company come out they put a camera down the line first to see if the pipes were damaged, in which I will have a copy as proof. They saw another clog further down the line then proceeded to work from there until the issue was resolved.
Regards,
[redacted]

Complaint:...

[redacted]
I am rejecting this response because:This company made a false claim saying that the leak had suddenly stopped and they couldn't find any leaks.They have lied and I have asked the home warranty company not to assign this claim to anyone but the runnemede plumbing company. I want their lie to be recorded and I want them to fix the leak. I have sent picture of the leak as well as videos to the home warranty company in order to reopen the claim. Runnemede plumbing Co. Will not see this complain closed until they fix the issue themselves. Also, they continue to lie about us accepting another company to fix the issue. We have communicated that to the home owner insurance company 
Regards,
[redacted]

The claim has been reassigned to another company as per what I told the homeowner to do yesterday when there was a heated discussion concerning this topic.  The warranty company says that the homeowner is satisfied with that and thus I am unsure why this complaint was lodged.

We made no such claim that the leak suddenly stopped.  My technician was unable to reproduce the leak that the customer states was there.  There were three trips to this home for the warranty company and on the final visit my technician noted that there was a vent running in an outside wall into the same area as the supposed leak.  Since the duct work was running on an exterior wall and was not insulated, condensation was seen as the cause of the leak and that is what was reported to the home warranty company.  Maybe the customer feels that is the lie we told them, I do not know.  I know that is what my technician reported to me and I reported to the warranty company.  we sent pictures of the duct work to the home warranty as part of our report.  We are not in the business of lying and especially to the warranty company.  It does not benefit any company to lie to the company that is going to pay you to perform repairs.  As I noted to the customer on the final day we were there and he wanted to have us back out that day;  we would not be returning that day nor any future days and to please call the warranty company to have his claim reassigned.  The warranty company did reassign the claim to another company as stated in the previous response.  That company will be the ones responsible to repair the leak, if it is leaking at the time of their arrival,  and make any future reports to the warranty company.  I expressed this to the two different customer service representatives from the warranty company who called about the reassignment.  They verified it was reassigned when I called them before my last response to the Revdex.com complaint.  As noted in the customer's first complaint, we are the second company out there, because the first company was not able to observe a leak upon their arrival.  While I do understand that the customer has video of the leak occurring, a technician cannot repair something that is not working improperly upon their investigation.

Central air system went out. Scheduled a tech to come out and diagnose . The representative on the phone said the diagnosis would be 70.00. We specify asked if there would be any other charges and was told no. The tech did the diagnosis and and quoted the repair for 405.00 which we declined. All of a sudden there was an extra 90.00 diagnostic fee. Refused it and asked to talk to manager. Turns out it was the same guy that scheduled us the previous day. Reminded him "Kevin" that he specifically said it would be 70. Kevin then gets angry and tells my wife to not pay anything and never call back again. Completely rude and unprofessional. This kind of treatment after having 15k worth of work done by the company. I'm outraged. They tried to scam us with added fees and then when we call them on it they tell us to never call them again.

Review: Dissatisfied with the overall service and what I was charged. 4 plumbers came to the house in which 1 of them stated they would have to remove the toilet to complete the job. The head plumber came in and said that it was unnecessary in which the original plumber said "I don't know how I missed that" They proceeded to begin working and pulled tree roots from the pipes. 2 things were said, first being that they didn't think they could get a camera in the pipes due to all the turns, secondly that they couldn't get their big machine in the basement to continue snaking the pipe. I was charged $369 dollars and was told I should be good for a while but the outside pipes will need to be dug up and replaced and could cost upward of $8000. I called another plumber who came in and put a camera in the line saw the clog, cleared it stated my pipes were good, they installed a clean out pipe and cleared it all the way to the street. Runnemede plumbing did not troubleshoot or diagnose but just assumed that my outside pipes need to be replaced. The reason I didn't call them back the next day was because they said they didn't think they could get their camera in the pipes and their machine was too big to get in the basement which left me no other option but to call someone else.Desired Settlement: My home warranty will pay $269 dollars of the $369 bill from Runnemede Plumbing, I would like Runnemede Plumbing to give me the other $100 to cover the entire cost.

Business

Response:

[redacted] did have us come out to investigate the drain issue he was experiencing. The technicians (2) came out with 2 helpers, not 4 plumbers, and they did remove a lot of roots from the drain line and when they tested it, they believed that the sewer line was cleared but we did let the homeowner know that the root infestation would occur again because roots are not supposed to be in the sewer line and we would provide a proposal to address the situation. My technicians were there for about 3 hours. In 3-4 subsequent conversations, on the phone, after we left, including the next day, the customer never mentioned that they were still having an issue, until he called on Friday August 14th and brought it up in conversation and at that time did not ask for a refund, but did tell me he had another plumber out. We spoke with their home warranty company on Wednesday August 12th and had to call them back and was on hold for 22 minutes. This is not a home warranty company that we have worked with before. I sent the customer a proposal with 3 options and one was for the same repair of adding a cleanout to their current sewer line and that was priced with a video inspection of the line. We could have attempted the video inspection and could have gone through the toilet if we had to come back again to address the issue completely. We would not need to camera the line until we needed to figure the location of the root infiltration to replace that part of the line because we felt we had removed the correct amount of roots and since roots are not supposed to be in the sewer line, we would not need to camera the line. More material could have been added to the sewer line after our visit and the next plumber's visit, that could have been hung up on roots that we did not remove. We did inform the homeowner to use the sewer system gently to avoid the washing machine from overfilling the sewer line and several other suggestions. Mrs. Batista called and asked how long she would have before the root issue came back and I told her that I did not know because it would depend on how much went into the system and I recommended rootx until they were able to address the issue completely, that was either that same day or the next day after our visit. I do believe it was the morning the day after. My technician gave them a price to clear the line with the cleanout that was available in the basement versus removing the toilet and going in from there to help save [redacted] the charge of $667.68 of going in through the toilet because they had been in the house for about 1 week at the time. I do wish I knew of an issue so I could have resolved it completely for this customer. We could have gone in through the toilet with a large machine if needed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There was no attempt to actually put a camera through the line to see what actually was going on. The response I got was we can try, well when you have sewage backing up into your basement I feel a more thorough investigation should be done, but there was no attempt to do so. Once the technicians snaked the line and saw the roots, they assumed that the pipes had to be replaced, which was written on the original receipt. How do you determine that without even looking?. When I had the other company come out they put a camera down the line first to see if the pipes were damaged, in which I will have a copy as proof. They saw another clog further down the line then proceeded to work from there until the issue was resolved.

Regards,

Business

Response:

The technician ran a garden rose in the drain line after the roots were removed and water did not back up during that verification process, so he believed that the line was clear. You cannot run a camera in a line filled with waste material because all it will see is said waste material. As I stated to your home warranty company and in the prior email, there is no need to investigate further with a camera when you see roots. The sewer system is a closed system and roots should not be in the line. The roots are entering the closed system through some type of compromise in your sewer line and your sewer line is approximately 80 years old or so, based upon the material seen. If there was still an issue or the service technician wanted to locate the exact location of the compromise, he could have used a camera, at an additional cost. The service technician tested the drain and felt it was open/cleared based upon that test. At this time, we will refund the money that the customer requested of $100. Homeowner should see the check in the next 5 business days.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,