Ryan-Myers, LLC

I am rejecting this response because: The reason we are requesting a refund for the installed heat pump is that Ryan-Myers knowingly selected and installed a unit which does not meet our primary specification, repeatedly expressed to them, of a quiet unitMrDavid Ryan [redacted] made several misleading and statements in his responseIn his response, Mr [redacted] stated, “Never during the conversation and sales process was the "quietness" of the unit discussed.” This is a statement In fact, Mr [redacted] told us at one of our meetings that he was not present when we talked to MrDavid Myers (Managing Partner of Ryan-Myers Heating and Cooling) about the selection of the heat pump, so how could he honestly make this statement? Quietness was, in fact, discussed multiple times during the sales process, and there would have been no doubt in the mind of anyone present during those discussions that quietness was of the utmost importance to usMr [redacted] did tell us that he had MrMyers come to his house after his Goodman unit was installed because of the loud noise it made during the defrost cycle and MrMyers told him that was normalThis is a clear indication that MrMyers knew beforehand that the unit was loud and he should not have selected this unitMr [redacted] also stated, “when they heard we were proposing a Goodman Heat Pump, they were pleased as they have heard good things about them.” This is a misleading statement, as we were neutral about GoodmanOur mistake was in believing MrMyers when he told us the unit was quiet, even though he knew it was notMr [redacted] stated, “We have exhausted every possible way to make the defrost cycle quieter to no avail.” To the best of our knowledge, they have made no effort to make the defrost cycle quieterA junior tech came out with Mr [redacted] and MrTony Myers to force the defrost cycle so they could hear the noise, but the junior tech could not force the defrost cycle even while on the phone with MrDavid MyersIn fact, the junior tech caused a fuse to blow on the outside unitHe then spent minutes finding and purchasing a replacement fuseHe blew the same fuse a second time, then gave up on his effort to force the defrost cycleAs for the permit, MrDavid Myers was told that he, not us, would know best whether or not a permit was requiredIt was MrDavid Myers that made the decision not to obtain a permitMr [redacted] also stated, “they had researched multiple units prior to purchasing from us.” That is a statement, but obviously something we should have done, instead of trusting Ryan-MyersThe relationship between Ryan-Myers Home Improvement and Ryan-Myers Heating and Cooling is confusingBusiness cards given to us for Mr [redacted] (Ryan-Myers Home Improvement) and MrDavid Myers (Ryan-Myers Heating and Cooling) have the same business address, office phone number, and Ryan-Myers logo on them; and we were instructed to make checks for payment to Ryan-Myers Regards, [redacted] ***

The *** were referred to us from a relative of theirs to my partners wife Our initial visit consisted of discussions for remodeling their basement They had an HVAC contractor onsite while I was there and it was their second visit due to a problem they were having I mentioned
that we had just started a new division of Ryan-Myers called Ryan-Myers Heating and Cooling (a completely separate company from Ryan-Myers Home Improvement) and asked if they would like to have our technician take a look they asked for a card and I gave then the card for our Partner David Myers who runs the HVAC division.David Myers has been in the Heating and Cooling business for years Upon his inspection of the unit, they discussed replacing their existing unit David specifically asked if they would like a permit pulled and they said they did not want a permit pulled The unit was replaced as a service replacement, therefore, in David's opinion, no permit was necessary Had they wanted a permit pulled, we would have outsourced the install to a licensed contractor since Ryan-Myers Heating and Cooling was a brand new entity and we had just started the licensing process David is fully qualified and all insurance is in place to obtain the state license.Never during the conversation and sales process was the "quietness" of the unit discussed as a matter of fact, when they heard we were proposing a Goodman Heat Pump, they were pleased as they have heard good things about them I personally have a Goodman unit as well as David Myers who is the managing partner of Ryan-Myers Heating and Cooling.Their unit operates as expected and there is nothing wrong with the unit whatsoever the only issue is the noise the unit make during the defrost cycle (a loud "swooshing" sound of air escaping) This is completely and the ***'s have even had an HVAC "expert" examine the system and stated the installation looked good and the operation is normal.We have tried to respond to requests and have even changed our standard year warranty to cover the unit for a full years They accepted.During this process, unfortunately, our managing partner, David Myers, was diagnosed with throat cancer and has been undergoing Chemotherapy and radiation treatments We have responded to service issue by sending another technician and nothing was found to be wrong with the unit We did not send another tech even after their requests for service because there is nothing wrong with the unit That was confirmed during a site visit by myself, Dave Fredrick, and my partner, Tony Myers The ***'s admitted that the unit was quiet and working fine, the only complaint was the defrost cycle We have exhausted every possible way to make the defrost cycle quieter to no avail It is just a characteristic of the unit.We believe that if the customer accepted the terms of the sale and the unit that was installed, they had researched multiple units prior to purchasing from us and if they wanted a different unit, we would have proposed something else.We are in the wrong from the standpoint that once completed and the permit issue was brought up (by the "expert", who has remained unnamed to this point) that a permit should have been pulled.There is nothing wrong with the unit and there should be no refund issued considering the unit is used and there is no way to recoup the expense of the unit I would say that our refund policy is in line with any other company.Another important note is that this work was performed by Ryan-Myers Heating and Cooling, not Ryan-Myers Home Improvement However, the company was new and our bookkeeper was still setting up Ryan-Myers Heating and Cooling and therefore the sale was run through Ryan-Myers Home Improvement and then settled through Ryan-Myers Heating and cooling at a later date

The *** were referred to us from a relative of theirs to my partners wife Our initial visit consisted of discussions for remodeling their basement They had an HVAC contractor onsite while I was there and it was their second visit due to a problem they were having I
mentioned that we had just started a new division of Ryan-Myers called Ryan-Myers Heating and Cooling (a completely separate company from Ryan-Myers Home Improvement) and asked if they would like to have our technician take a look they asked for a card and I gave then the card for our Partner David Myers who runs the HVAC division.David Myers has been in the Heating and Cooling business for years Upon his inspection of the unit, they discussed replacing their existing unit David specifically asked if they would like a permit pulled and they said they did not want a permit pulled The unit was replaced as a service replacement, therefore, in David's opinion, no permit was necessary Had they wanted a permit pulled, we would have outsourced the install to a licensed contractor since Ryan-Myers Heating and Cooling was a brand new entity and we had just started the licensing process David is fully qualified and all insurance is in place to obtain the state licenseNever during the conversation and sales process was the "quietness" of the unit discussed as a matter of fact, when they heard we were proposing a Goodman Heat Pump, they were pleased as they have heard good things about them I personally have a Goodman unit as well as David Myers who is the managing partner of Ryan-Myers Heating and CoolingTheir unit operates as expected and there is nothing wrong with the unit whatsoever the only issue is the noise the unit make during the defrost cycle (a loud "swooshing" sound of air escaping) This is completely and the ***'s have even had an HVAC "expert" examine the system and stated the installation looked good and the operation is normalWe have tried to respond to requests and have even changed our standard year warranty to cover the unit for a full years They acceptedDuring this process, unfortunately, our managing partner, David Myers, was diagnosed with throat cancer and has been undergoing Chemotherapy and radiation treatments We have responded to service issue by sending another technician and nothing was found to be wrong with the unit We did not send another tech even after their requests for service because there is nothing wrong with the unit That was confirmed during a site visit by myself, Dave Fredrick, and my partner, Tony Myers The ***'s admitted that the unit was quiet and working fine, the only complaint was the defrost cycle We have exhausted every possible way to make the defrost cycle quieter to no avail It is just a characteristic of the unitWe believe that if the customer accepted the terms of the sale and the unit that was installed, they had researched multiple units prior to purchasing from us and if they wanted a different unit, we would have proposed something elseWe are in the wrong from the standpoint that once completed and the permit issue was brought up (by the "expert", who has remained unnamed to this point) that a permit should have been pulledThere is nothing wrong with the unit and there should be no refund issued considering the unit is used and there is no way to recoup the expense of the unit I would say that our refund policy is in line with any other companyAnother important note is that this work was performed by Ryan-Myers Heating and Cooling, not Ryan-Myers Home Improvement However, the company was new and our bookkeeper was still setting up Ryan-Myers Heating and Cooling and therefore the sale was run through Ryan-Myers Home Improvement and then settled through Ryan-Myers Heating and cooling at a later date

I am rejecting this response because:The reason we are requesting a refund for the installed heat pump is that Ryan-Myers knowingly selected and installed a unit which does not meet our primary specification, repeatedly expressed to them, of a quiet unit.MrDavid Ryan *** made several misleading and statements in his response.In his response, Mr*** stated, “Never during the conversation and sales process was the "quietness" of the unit discussed.” This is a statement In fact, Mr*** told us at one of our meetings that he was not present when we talked to MrDavid Myers (Managing Partner of Ryan-Myers Heating and Cooling) about the selection of the heat pump, so how could he honestly make this statement? Quietness was, in fact, discussed multiple times during the sales process, and there would have been no doubt in the mind of anyone present during those discussions that quietness was of the utmost importance to usMr*** did tell us that he had MrMyers come to his house after his Goodman unit was installed because of the loud noise it made during the defrost cycle and MrMyers told him that was normalThis is a clear indication that MrMyers knew beforehand that the unit was loud and he should not have selected this unitMr*** also stated, “when they heard we were proposing a Goodman Heat Pump, they were pleased as they have heard good things about them.” This is a misleading statement, as we were neutral about GoodmanOur mistake was in believing MrMyers when he told us the unit was quiet, even though he knew it was not.Mr*** stated, “We have exhausted every possible way to make the defrost cycle quieter to no avail.” To the best of our knowledge, they have made no effort to make the defrost cycle quieterA junior tech came out with Mr*** and MrTony Myers to force the defrost cycle so they could hear the noise, but the junior tech could not force the defrost cycle even while on the phone with MrDavid MyersIn fact, the junior tech caused a fuse to blow on the outside unitHe then spent minutes finding and purchasing a replacement fuseHe blew the same fuse a second time, then gave up on his effort to force the defrost cycle.As for the permit, MrDavid Myers was told that he, not us, would know best whether or not a permit was requiredIt was MrDavid Myers that made the decision not to obtain a permit.Mr*** also stated, “they had researched multiple units prior to purchasing from us.” That is a statement, but obviously something we should have done, instead of trusting Ryan-Myers.The relationship between Ryan-Myers Home Improvement and Ryan-Myers Heating and Cooling is confusingBusiness cards given to us for Mr*** (Ryan-Myers Home Improvement) and MrDavid Myers (Ryan-Myers Heating and Cooling) have the same business address, office phone number, and Ryan-Myers logo on them; and we were instructed to make checks for payment to Ryan-Myers
Regards,
*** ***

I am rejecting this response because:
The reason we are requesting a refund for the installed heat pump is that Ryan-Myers knowingly selected and installed a unit which does not meet our primary specification, repeatedly expressed to them, of a quiet unit.
Mr. David Ryan [redacted] made several misleading and false statements in his response.
In his response, Mr. [redacted] stated, “Never during the conversation and sales process was the "quietness" of the unit discussed.” This is a false statement.  In fact, Mr. [redacted] told us at one of our meetings that he was not present when we talked to Mr. David Myers (Managing Partner of Ryan-Myers Heating and Cooling) about the selection of the heat pump, so how could he honestly make this statement? 
Quietness was, in fact, discussed multiple times during the sales process, and there would have been no doubt in the mind of anyone present during those discussions that quietness was of the utmost importance to us. Mr. [redacted] did tell us that he had Mr. Myers come to his house after his Goodman unit was installed because of the loud noise it made during the defrost cycle and Mr. Myers told him that was normal. This is a clear indication that Mr. Myers knew beforehand that the unit was loud and he should not have selected this unit. Mr. [redacted] also stated, “when they heard we were proposing a Goodman Heat Pump, they were pleased as they have heard good things about them.” This is a misleading statement, as we were neutral about Goodman. Our mistake was in believing Mr. Myers when he told us the unit was quiet, even though he knew it was not.
Mr. [redacted] stated, “We have exhausted every possible way to make the defrost cycle quieter to no avail.” To the best of our knowledge, they have made no effort to make the defrost cycle quieter. A junior tech came out with Mr. [redacted] and Mr. Tony Myers to force the defrost cycle so they could hear the noise, but the junior tech could not force the defrost cycle even while on the phone with Mr. David Myers. In fact, the junior tech caused a fuse to blow on the outside unit. He then spent 45 minutes finding and purchasing a replacement fuse. He blew the same fuse a second time, then gave up on his effort to force the defrost cycle.
As for the permit, Mr. David Myers was told that he, not us, would know best whether or not a permit was required. It was Mr. David Myers that made the decision not to obtain a permit.
Mr. [redacted] also stated, “they had researched multiple units prior to purchasing from us.” That is a false statement, but obviously something we should have done, instead of trusting Ryan-Myers.
The relationship between Ryan-Myers Home Improvement and Ryan-Myers Heating and Cooling is confusing. Business cards given to us for Mr. [redacted] (Ryan-Myers Home Improvement) and Mr. David Myers (Ryan-Myers Heating and Cooling) have the same business address, office phone number, and Ryan-Myers logo on them; and we were instructed to make checks for payment to Ryan-Myers.
Regards,
[redacted]