Business Response to a Complaint Complaint ID#: [redacted] Company Name: Edison Heating & Cooling Company Contact: Patrick B Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff...
Member: Response: On 10/02/2016 we installed a new [redacted] home comfort system with new zoning and ductwork for new zone, which consisted of (1) Gas Furnace M[redacted], (1) Condenser M# [redacted], (1) Coil M# [redacted], along with [redacted] and [redacted]. While we agree that there were issues with one of the installation helpers on that project, it was swiftly addressed, and the employee was immediately terminated. Edison Heating & Cooling upholds a strong value system when it comes to our employees code of conduct, and how they interact with our customers, and we do not take it lightly. The customer was given a complimentary 2 year Total Comfort Agreement on all their HVAC equipment which includes 2 maintenance visits per year up to 6/28/2018, worth a value of $356, as a token of our apologies for the former employees attitude. On 5/29/2016 the customer notified that there was ice forming on the coil and water was leaking from the furnace, which we promptly dispatched one of our lead service technicians to diagnose, within an hour. It was noted on his arrival that the coil being frozen could either be related to airflow or an intermittent problem with the TXV valve in the coil sticking. The valve was found to be working at that time and airflow adjustments were made to the zoning system. On 6/2/2016 the issue resurfaced, and a technician along with the Service Manager went out to examine the issue. At this time further adjustments to zoning airflow were made and the Service Manager determined a new TXV should be installed even though no issues with the valve were present once again. Parts were ordered from [redacted] including a new gas valve for the furnace as a preventative measure, since it had been wet. A detailed and thorough analysis and adjustment of the entire system, in accordance with [redacted] procedures for such issues, and with communication between our [redacted] Technical Service Representative and our Service Manager while he was onsite, was performed on this visit of not only the cooling components, but heating components as well, to see if there were further equipment issues. On 6/10/16 the new TXV and gas valve were installed under warranty and the system pressures and operation became normal. There were no further issues with the coil freezing post this visit. On 8/2/2016 the client called asking that the newly installed return boot be uprighted so they could sheetrock the walls and ceiling which had been opened in order for the new ductwork to be ran during the installation process. We sent a technician to upright the return box, which he did perform. However, during the course of the call, the client began to ask numerous highly technical questions of the technician, including about the previous issues that were addressed by the Service Manager and [redacted] Technical Service Representative. Being that those issues had of a highly technical level due to the ultra fine tuning of zone airflow limits the Service Manager performed, the technician onsite was not able to give the client the exact specifics of the issue. This lead to a phone call from the customer to the Service Manager questioning the work which had been performed, so the Service Manager made another site visit to go over the specifics with the client as well as take a look at a concern they had with the ductwork sweating when the outdoor humidity was at it's highest for the season, and that they needed this addressed before they could sheetrock the walls and ceiling where the ductwork was. At this time, the Service Manager in communication with our [redacted] rep recommended insulating all supply ductwork and runs in the area in order to eliminate any issues with this. It was discussed at the time that it may be related to added infiltration from outside since the cavities above the ductwork were still exposed to the conditioned living space below it. The duct insulation was done at no charge to the customer on 8/12/16, a value of approx. $600. A phone call was placed to the customer about a week later to see if there was any further sweating and they had stated that it stopped. There were no further calls placed to Edison Heating & Cooling for any issues and the case was determined to be closed. As far as we know, there were no further issues with the system or the ducts sweating after 8/12/16, as the client never notified us of any. We are requesting the opportunity to set up an appointment with the client and ourselves at the property, along with our [redacted] Technical Service Representative to go over any concerns the client currently has about the system.
Business Response to a Complaint Complaint ID#: [redacted] Company Name: Edison Heating & Cooling Company Contact: Patrick B Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff...
Member: Response: On 10/02/2016 we installed a new [redacted] home comfort system with new zoning and ductwork for new zone, which consisted of (1) Gas Furnace M[redacted], (1) Condenser M# [redacted], (1) Coil M# [redacted], along with [redacted] and [redacted]. While we agree that there were issues with one of the installation helpers on that project, it was swiftly addressed, and the employee was immediately terminated. Edison Heating & Cooling upholds a strong value system when it comes to our employees code of conduct, and how they interact with our customers, and we do not take it lightly. The customer was given a complimentary 2 year Total Comfort Agreement on all their HVAC equipment which includes 2 maintenance visits per year up to 6/28/2018, worth a value of $356, as a token of our apologies for the former employees attitude. On 5/29/2016 the customer notified that there was ice forming on the coil and water was leaking from the furnace, which we promptly dispatched one of our lead service technicians to diagnose, within an hour. It was noted on his arrival that the coil being frozen could either be related to airflow or an intermittent problem with the TXV valve in the coil sticking. The valve was found to be working at that time and airflow adjustments were made to the zoning system. On 6/2/2016 the issue resurfaced, and a technician along with the Service Manager went out to examine the issue. At this time further adjustments to zoning airflow were made and the Service Manager determined a new TXV should be installed even though no issues with the valve were present once again. Parts were ordered from [redacted] including a new gas valve for the furnace as a preventative measure, since it had been wet. A detailed and thorough analysis and adjustment of the entire system, in accordance with [redacted] procedures for such issues, and with communication between our [redacted] Technical Service Representative and our Service Manager while he was onsite, was performed on this visit of not only the cooling components, but heating components as well, to see if there were further equipment issues. On 6/10/16 the new TXV and gas valve were installed under warranty and the system pressures and operation became normal. There were no further issues with the coil freezing post this visit. On 8/2/2016 the client called asking that the newly installed return boot be uprighted so they could sheetrock the walls and ceiling which had been opened in order for the new ductwork to be ran during the installation process. We sent a technician to upright the return box, which he did perform. However, during the course of the call, the client began to ask numerous highly technical questions of the technician, including about the previous issues that were addressed by the Service Manager and [redacted] Technical Service Representative. Being that those issues had of a highly technical level due to the ultra fine tuning of zone airflow limits the Service Manager performed, the technician onsite was not able to give the client the exact specifics of the issue. This lead to a phone call from the customer to the Service Manager questioning the work which had been performed, so the Service Manager made another site visit to go over the specifics with the client as well as take a look at a concern they had with the ductwork sweating when the outdoor humidity was at it's highest for the season, and that they needed this addressed before they could sheetrock the walls and ceiling where the ductwork was. At this time, the Service Manager in communication with our [redacted] rep recommended insulating all supply ductwork and runs in the area in order to eliminate any issues with this. It was discussed at the time that it may be related to added infiltration from outside since the cavities above the ductwork were still exposed to the conditioned living space below it. The duct insulation was done at no charge to the customer on 8/12/16, a value of approx. $600. A phone call was placed to the customer about a week later to see if there was any further sweating and they had stated that it stopped. There were no further calls placed to Edison Heating & Cooling for any issues and the case was determined to be closed. As far as we know, there were no further issues with the system or the ducts sweating after 8/12/16, as the client never notified us of any. We are requesting the opportunity to set up an appointment with the client and ourselves at the property, along with our [redacted] Technical Service Representative to go over any concerns the client currently has about the system.