Superior Plumbing Heating & Air, Inc

Please see attachedIf you have any further questions, please feel free to contact meI can be reach Monday through from 8:a.mto 2:p.min the office at *** *** or anytime via email at ***.Thank
you,*** *** ***Office Manager

Excellent company with excellent customer service thanks *** and superior plumbing

I have had similar issues with this company as other complainants My HVAC system has never completely cooled or heated my entire house - in particular my upper floor which we have issued concerns with both *** *** and Superior multiple times over the years we have been in this home I was told the system would never cool or heat the upstairs like it does the downstairs and the basement and was told to shut the system off on the main floor to force air to the upper During the last two months, I have issued numerous complaints with Superior (when I was still under warranty) about the upstairs reaching temperatures of degrees or more and then the main floor also not cooling as it should They came out and the technician informed me that it was no wonder it hadn't worked properly - a section of the unit had not been installed to force the air upstairs This was after years of complaining about the issue - and they just recently figured that out They left and a few weeks later, I continued to have the same issue I called again at the end of the warranty period and they came out sharing the system had iced up due to a TXV valve malfunctioning They installed a new one and the technician was apparently behind in his scheduled calls because he was trying to rush out when I mentioned again that the upstairs vents were not blowing air out as they shouldAfter rolling his eyes and heading upstairs and sticking his hand near a vent - he told me the same thing that I had been hearing for two years - that it would never blow upstairs like it did downstairs and to shut the main floor off to push air up I did that - but the results never changed The temperatures once again increased to over degrees this weekend and I called the company to register a complaint about the system not working - still not working - and was told I would not receive warranty service from the company because I was now beyond that time - despite the fact they had not fixed the issue that I had submitted DURING the warranty period I was told I would pay labor fees and possibly parts if they were not covered by the year warranty In frustration I called another company who came out that same night and spent about minutes listening to me and the history of issues I had been having Once he investigated he discovered the damper motor was burned out and not opening the damper to the upstairs He manually cranked the damper open and the problem was resolved immediately I am waiting to hear if this part is covered through my warranty - but happily paid this other company to fix this issue so I and my two young children could live comfortably in our home for the first time in years of being in that home I tried to speak with the manager of Superior yesterday and he was rude and abrupt I will not recommend this company under any circumstance They are obviously careless in their work and the unit I have is not to the standard it needs to be for this home

Revdex.com spoke with the *** ***The business installs based off of the specs given by *** *** They service it for the first two years the homeowner is in the home but for the parts and how it is installed and works is done directly from the design from *** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
Response from company contained no offer so there was no acceptance or rejection possible, however *** did replace the entire HVAC systemComplaint can be noted as closed.*** *** ** ***

Please see attachedIf you have any further questions, please feel free to contact meI can be reach Monday through from 8:a.mto 2:p.min the office at *** *** or anytime via email at ***.Thank you,*** *** ***Office Manager

Revdex.com spoke with the businessThe installation was done according to the builderThe customer was not happy with the way it was heating his homeThey have been in contact with the builder and the customer

Revdex.com:
I have reviewed the offer made by the business in...

reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The builder and Superior have replaced the furnace and A/Cand added a new zone however the new zone only draws heat when main thermostat is drawing and does not draw independently.The den, room question was still at 67 degrees next morning as it does not draw heat ( or air) imdependently when needed. This is still not satisfactory.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
Response from company contained no offer so there was no acceptance or rejection possible, however [redacted] did replace the entire HVAC system.Complaint can be noted as closed.[redacted]

Revdex.com spoke with the business on June 19, 2015. They stated that they had been out to the residence on Monday with the homebuilder for 4 hours, and were unable to duplicate the noise at that time. They have stated that they will be out to check in the fall for the noise, as it appears to be a heating...

issue rather than an air conditioning issue. The business also stated that the issue the customer mentioned with the balance of heat/cold is typical in a house with that amount of square footage containing more than one story. The customer has also been informed that the dampers of the system do need to be changed at the start of every season when switching between heat/air conditioning.

Revdex.com:
I have reviewed the offer made by the business in reference...

to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The builder and Superior have replaced the furnace and A/Cand added a new zone however the new zone only draws heat when main thermostat is drawing and does not draw independently.The den, room question was still at 67 degrees next morning as it does not draw heat ( or air) imdependently when needed. This is still not satisfactory.

I have had similar issues with this company as other complainants. My HVAC system has never completely cooled or heated my entire house - in particular my upper floor which we have issued concerns with both [redacted] and Superior multiple times over the 2 years we have been in this home. I was told the system would never cool or heat the upstairs like it does the downstairs and the basement and was told to shut the system off on the main floor to force air to the upper. During the last two months, I have issued numerous complaints with Superior (when I was still under warranty) about the upstairs reaching temperatures of 85 degrees or more and then the main floor also not cooling as it should. They came out and the technician informed me that it was no wonder it hadn't worked properly - a section of the unit had not been installed to force the air upstairs. This was after 2 years of complaining about the issue - and they just recently figured that out. They left and a few weeks later, I continued to have the same issue. I called again at the end of the warranty period and they came out sharing the system had iced up due to a TXV valve malfunctioning. They installed a new one and the technician was apparently behind in his scheduled calls because he was trying to rush out when I mentioned again that the upstairs vents were not blowing air out as they should. After rolling his eyes and heading upstairs and sticking his hand near a vent - he told me the same thing that I had been hearing for two years - that it would never blow upstairs like it did downstairs and to shut the main floor off to push air up. I did that - but the results never changed. The temperatures once again increased to over 85 degrees this weekend and I called the company to register a complaint about the system not working - still not working - and was told I would not receive warranty service from the company because I was now beyond that time - despite the fact they had not fixed the issue that I had submitted DURING the warranty period. I was told I would pay labor fees and possibly parts if they were not covered by the 5 year warranty. In frustration I called another company who came out that same night and spent about 15 minutes listening to me and the history of issues I had been having. Once he investigated he discovered the damper motor was burned out and not opening the damper to the upstairs. He manually cranked the damper open and the problem was resolved immediately. I am waiting to hear if this part is covered through my warranty - but happily paid this other company to fix this issue so I and my two young children could live comfortably in our home for the first time in 2 years of being in that home. I tried to speak with the manager of Superior yesterday and he was rude and abrupt. I will not recommend this company under any circumstance. They are obviously careless in their work and the unit I have is not to the standard it needs to be for this home.

Review: HVAC system installed by this company as a sub contractor for NVR/[redacted] Homes as been defective since day one. We have had in excess of 12 service calls and the system is inadequate or installed improperly or both.

The den in the front corner of the house is routinely 5 to 6 degrees cooler (65 degrees as I sit here typing) than the thermostat setting in theses winter months and also fails to cool properly in the summer months.

I think 12 months is sufficient time for the company to address the problem. They along with [redacted] homes are very aware of the issues and have made many "band aid" type attempts to remedy but nothing they have done has made the slightest change in the performance.

I have completed a warranty form requesting a replacement HVAC unit. Many of this company service calls have resulted in follow up call due to not coming with the right part or partial completion of the call but having to return again.Desired Settlement: Replacement of the HVAC unit with one that works in all parts of the house. The unit is likely of a insufficient size for the square footage of this house, but [redacted]/Superior will not admit that.

However, [redacted] has put a more efficient unit in the same model house just being completed about 5 or 6 lots away.

Business

Response:

Revdex.com spoke with the business. The installation was done according to the builder. The customer was not happy with the way it was heating his home. They have been in contact with the builder and the customer.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The builder and Superior have replaced the furnace and A/Cand added a new zone however the new zone only draws heat when main thermostat is drawing and does not draw independently.The den, room question was still at 67 degrees next morning as it does not draw heat ( or air) imdependently when needed. This is still not satisfactory.

Business

Response:

Revdex.com spoke with the [redacted]. The business installs based off of the specs given by [redacted] They service it for the first two years the homeowner is in the home but for the parts and how it is installed and works is done directly from the design from [redacted]

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Response from company contained no offer so there was no acceptance or rejection possible, however [redacted] did replace the entire HVAC system.

Review: We built a new construction home in [redacted] through [redacted] in 2013. Superior installed the HVAC system, which we have had multiple problems with since moving in almost two years ago. We have had many problems with the heat/cold balance throughout the house, which is still unresolved...but the issue I would like to address today is the loud BOOM sound our HVAC system makes every time the heat kicks on and every time it kicks off. We have voiced our complaint with Superior and [redacted] at least 10-15 times this past winter. We have had multiple service calls with no resolution. Most recently, we had Superior's manager, Chris, come out to our home, along with a service tech and a manager from [redacted]. ALL of them heard the noise at least twice while in our home that day. The solution was to cut holes into various places in our bulk head in order to pin-point the noise and then fix it. We have had two techs come out on two occaisions to do this...each time they have come out, they cut a hole, listen for the noise, can't locate it and then leave because they say there is no way they will be able to find it in this manner. We are told Chris will call us to schedule a time to come out and rip open the entire bulk head to find the noise and fix it. A week later, we have to call Superior because they never call us to schedule another appointment. Then it is another two weeks before they can get us on their schedule. Today I talked to Chris and he very clearly told me that they will never be able to find the noise and we will be living with it forever. To us, this is completely unacceptable. It wakes up our small children (and us) multiple times throughout the night in the winter. This is a brand NEW home that we paid a lot of money for...and Superior CLEARLY installed a defective HVAC system OR they did not install it correctly in the first place for it to be making this noise consistently when the heat is on.

Our A/C issue remains unresolved too.Ridiculous!Desired Settlement: It would be nice to have a HVAC system that effectively cools and heats our house without climate balance issues AND that does not disturb us during the day and wake us up in the middle of the night due to loud BOOM noises in the winter. We have already gone through two years of living in our brand new house with these issues, so we would like this fixed promptly.

Business

Response:

Revdex.com spoke with the business on June 19, 2015. They stated that they had been out to the residence on Monday with the homebuilder for 4 hours, and were unable to duplicate the noise at that time. They have stated that they will be out to check in the fall for the noise, as it appears to be a heating issue rather than an air conditioning issue. The business also stated that the issue the customer mentioned with the balance of heat/cold is typical in a house with that amount of square footage containing more than one story. The customer has also been informed that the dampers of the system do need to be changed at the start of every season when switching between heat/air conditioning.

Excellent company with excellent customer service thanks [redacted] and superior plumbing

Review: [redacted] using this vendor for their heating and air conditioning, and we have had them out several times and two to three days after they fix the issue it breaks again. They never have the parts in stock and always need to order something that takes a week to come in. They replaced a compressor on my unit on Wednesday (9/2) and here it is Friday, another hot day in Virginia and it doesn't work again. I called them three times and no one has called me back and there is an upcoming holiday weekend to contend with. What is the problem in getting the unit fixed so you don't have to keep coming back. They have been to my home eight times in the past three months to correct the same or similar issues. Maybe they need to replace the faulty unit they know is installed so we can stop these aggravating periods of no air conditioning.Desired Settlement: The unit is 14 months old and should not be having these problems, they know the unit has faulty parts and the warranty through the builder was extended an additional year for this. Superior needs to fix the fault so these issues are not occurring any longer. I don't want to continue in this manner with Superior thinking can provide "patches" until the two years is up.

Business

Response:

Please see attached. If you have any further questions, please feel free to contact me. I can be reach Monday through from 8:30 a.m. to 2:30 p.m. in the office at [redacted] or anytime via email at [redacted].Thank you,[redacted]Office Manager