Taylor Construction Services Heating & Air Conditioning, Inc.

Re: Revdex.com Case #[redacted]                 I am attaching a copy of our contract for you to review. Taylor ConstructionServices Heating & Air, Inc., will only complete work within the...

scope ofour contract. We never promise services or product without putting it inwriting either as an addendum or a rewrite of the original contract. The time line of this project is as follows:One of my Installation crew went to the residence to remove all the old HVACequipment and the complete duct system, to allow for the customer to fumigatehis house and crawl space. Our customer contacted my office to notify us he wasready for the new HVAC equipment and ductwork. I asked him if he hadreinstalled the insulation in the crawl space. Our customer said he didn’tremove the insulation but he had sprayed and it would be fine. When the job was complete I spoke with ourcustomer and he commented that the system was work great and the UV lights wereon and he was happy. Our customer thanked me for my attention on his job. ThenI filed the paper assuming a completed project. Our customer contacted me to tell me that thebird mites that were in his house before are back. Our customer stated that themites are entering the home through gaps between the duct boots and thesubfloor. I came to the home on 12/12/2014 to caulk the duct boot to the floorin an effort to help our customer with his pest problem. Caulking the boot isnot a normal practice, nor was it part of his contract. I performed the workmyself, at no charge, to hopefully appease our customer. I had no knowledge ofa defective light until my visit to the home on 12/12/2014 and could not verifyon my visit if it was truly not functioning because our customer would notallow me to turn the equipment on due to his pest problem. Our customer has now removed the insulationwhich should have been done originally. Taylor Construction Services Heating& Air is not a pest company. The system was operating as expected with noissues. I am truly sorry for the inconvenience to our customer and his family.Taylor Construction Service Heating & Air did not create, nor have theability to prevent, the current outcome. 
[redacted]

Please see attached 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.]
Better Business...

Bureau:
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]

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]
I payed for a sealed system,the system was not sealed,it was leaking in my house even without the heatpump on ,[redacted] saw that it was LEAKING, MAY may not be standard practice to calk the vents if you have a SEALED SYSTEM.which is what I payed 8000.00 for and did not get.I talked to [redacted] about that from the start,it was part of thec agreement,the system would be sealed,it WAS NOT...nothing was mentioned about the insulation ,I talked to [redacted] about the plactic I removed from under the house,before he installed the system and then poisoned,NOTHING WAS MENTIONEDabout the insulation ,I felt if I had aCLEAN ,SEALED SYSTEM,it would have been good enough, BUT the system WAS NOT SEALED.at first we only used the air it seemed fine,my house was clean,until we started using the heat.the bugs that were left were BLOWN IN BY THE LACK OF SEALING AROUND THE FLOOR VENTS FOLLOWING THE HEAT.BECAUSE THE AIR WAS WARMER THAN UNDER THE HOUSE,AND [redacted] PEOLPE GAVE THEM A WAY IN, BY NOT SEALING THE SYSTEM.  i brought my furniture back into house because I thought mty house was clean ,would not have done that if I thought it was not clean. tyhey volidated our agreement because they did not provide what I payed for a sealed system,therefore my house has become infected again.they need to clean my carpet ,furniture ,and exterminate. its like this if I pay someone to install a window in my home and it leaks whats outside they are responsible, AS SO IS [redacted] AND TAYLOR CONSTRCTION.IF THEY FAIL TO FULFILL THERE AGREEMENT, I WILL SEEK OTHER MEANS TO RESOLVE MY COMLPAINT AGAINT [redacted] ANSD HIS COMPANY. ALSO I callesd about5 the light 10 days before ,he canME out, to CALK ,NOT TO FIX LIGHT,THAT STILL HAS NOT BEEN FIXED

Revdex.com spoke with the business. The customer has been refunded $75 and the business has addressed service concerns.

Review: I have in hand a contract that says I have a 10 years parts and labor warranty. NO WHERE does it say that freon is not included in the warranty. Once Taylor was called about our unit not cooling, and the tech came a few days later, the tech said that the issue was actually caused by improper installation of the unit, which was installed by Taylor. He said that when the unit was installed and the main power cord was brought into the unit, the wires were not protected like they should have been. They were not zip tied out of the way. Instead, they were hanging loose, and they were up against a copper pipe which gets very hot. The heat from this pipe caused the insulation around the wire to melt off which left a portion of the wire bare. That bare wire touched the copper pipe causing an arch, which blew a hole in the copper pipe, allowing all of the freon to escape from the unit. The tech then informed me that not only would I have to pay the $85 diagnostic fee, but I would also have to pay $72 for the first pound of freon and $42 for each pound after that. The unit would need 7 pounds of freon. I explained to him I was not paying that since he just admitted none of this was my fault but the fault of the way the unit was installed. He called Mr Taylor, explained to him the situation. I spoke to Mr Taylor and told him my contract said nothing about freon not being included in the warranty. Mr Taylor spoke to the tech again and said he could do the entire job for $150. To get my unit fixed I agreed. I stood in a rain storm holding an umbrella over the tech for 3 1/2 hours. I called the office a week or so later to make sure they were coming back to replace the part that was bad. They put me on hold for 18 minutes and then hung up on me. I had to call them back, told them what happened, and they never apologized, only said, what can I do for you. When the new tech showed up today, I opened the door and all he said was, "I'm here to to replace this.." That's all he saidDesired Settlement: Since none of this was my fault, but the fault of how Taylor installed the unit, I firmly believe that I should not have had to pay anything. Not even the diagnostic charge. Taylor would not have been called to fix a unit that lost all of it's freon if the unit had of been installed properly. A lady in the office admitted that they do not even have a copy of my paperwork(contract). Something has happened to Taylor Construction since we had our heat pumps installed 5 years ago. Since then, it's hard to reach the office (always getting an answering machine), On hold forever when you do. When you do speak to someone, they are uncaring and not very helpful. The first tech who came, smoked the entire time he was here. He used the F bomb over and over even while I stood in the rain and lightening for 3 1/2 hours. The tech who came today didn't even tell me who he was or where he was from. he just wiggled the part around and said I am here to install this. Then he asked me which unit it was.

Business

Response:

Please see attached response.

Business

Response:

To Whom It May Concern: To address the first complaint about improper installation of equipment which was installed in 2011, nowhere on our invoice does it state from the technician that the cause of freon loss was due to installation. We stated it could possibly have come from the factory that way but there was no way to know for sure after five years of the unit operating properly. He has had two preventative maintenance checks and neither of those technicians found any issue with installation. The 10 year parts and labor warranty pertains to any part replacement and labor to replace that part, however it does not cover the diagnostic fee after the first year. Mr. Taylor spoke with the technician and waived all freon fees. I also spoke with Mr. [redacted] myself and most certainly did apologize for the technician's behavior as well as being on hold for that period of time. I also explained to him that we had in fact changed over to a new computer system and in the process of back loading information. We feel we have done everything possible to rectify the situation and we will reimburse Mr. [redacted] the amount of $65.00, however the diagnostic fee of $85.00 still stands as it does for all customers after the first year of installation.

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,

Me & my wife purchased a A/C unit from Taylor, all that say that it will do we haven't seen none of it. When you try to talk with Taylor about the problem, they say someone will call you back. Of course you know that they don't, they give you a good sales pitch but nothing works out the way it say it does. We are paying a lot of money for this unit, we just will like for it to do the job that Taylor say that it would. I will be calling channel 8 news to go out and talk with Taylor Construction, not HAPPY at all.

Review: I hired [redacted] of Taylor Construction Services Heating & Air on the recommendation of [redacted] to change my Heat Pump. He assured me that the job would be completed in one day, it would be has if he was doing it in his own house. He also informed me that there would be two guys here to complete the work that he also would be here throughout the process. There would be someone from his company to inspect the job immediately after they finish. A day was schedule for the job, two days before the job I called [redacted] only for him to tell me that it could not be done that day and he will get back to me. The day before the job someone from Taylor Construction call to ask if I was still available, that they will be at my house at 08:30am. Once again I rearrange my schedule, at 11am Taylor Construction did not show up. After calling several times, my call was finally answer by Mr. [redacted] who gave me along spill and issue with equipment and whatever else he could think of. At 1pm Taylor Construction still did not show up so I again call to be told by [redacted] that his guys were on their way. They were only one guy and [redacted] never showed up. The job was partially completed and [redacted] respond to me was that is not his problem!! He lied to me; he did not do what he said he would do. He got pay but fails to do an honest days work and has left me holding the bag. I contacted [redacted] who claim that they are going to help resolve this problem with Taylor Construction Services Heating & Air it has been over two weeks and I still have a heat pump that does not work properly.Desired Settlement: I would like Taylor Construction to refund a part of the money they received or fix the problem (heat pump has ice on it and inside house 85 degrees

Business

Response:

Let me start with I'm [redacted] not [redacted]. When I first meet with [redacted] she stated she was on a budget and funds were tight. I proceeded to give her options that would both satisfy the cost restraints and deliver the best energy saving for the home. We agreed on using a [redacted] with a [redacted] air handler. which is a value system. We added a UV sterilizer and whole house media filter because her son has allergies. We had the equipment delivered to our office and it was damaged. I had to return it and get another outdoor unit. Since there was a delay I upgraded her to a RPNL series heat pump which is the next level higher. I have attached literature of both systems so you can verify this. We did arrive at the home later than we had intended due to the damaged equipment. The delay was unavoidable but did not prevent us from completing on time. I fulfilled my contract and preformed work beyond the scope of my work.

The breakdown on this job was due to the electrician she hired. I was not contracted to preform any electrical work on this job. She did ask me if I could install bathroom vent fans after the contract was signed. During our conversation the electrician interrupted stating that it was more electrical and he would do it. I agreed and was leaving when I was asked if I minded running the venting from the fan to outside the structure. I told him if the fan were installed and the vents were there I would help. Neither of those details were done. My Installer was told that we were to provide the venting and install it. He tried contacting me to verify but was not able to til later that day. My installer thinking he was doing the right thing left the job purchased the vent and began install them. Once he got to the second vent fan he noticed that it was installed incorrectly not allow the vent to be attached. My installer then told the electrician of the problem and instructed him to make the adjustments necessary. The electrician stated he would install the vent after making the changes. Then my worker left the home. There was also a breaker running to the outdoor unit that is over sized which is not code. She felt we need to correct the breaker even though we never worked in the panel box. I have since found that the electrician and the home owner are friends. I wish to resolve this situation but doing work My company was not contracted to preform is unreasonable.

Review: I purchased an air conditioning unit from Taylors in Oct 2012. When AC unit was turned on for the first this year 4/08/2014 The compressor and the capacitor blew up. The compressor blew the plug out and soaked the unit with oil, the capacitor blew in half. Taylors technician looked at the unit on 4/12/2014 and stated this is destroyed they will have to order a new outside unit. On 4/21/2014 same technician came out and began installing a compressor. I questioned this and he stated Taylors had forgotten to register this unit within 60 days. I contacted [redacted] the [redacted] representative , he looked it up and it wasn't registered. he stated sorry but parts were all [redacted] could do. I contacted Taylors on 4 different occasions and was told Mr. Taylor would call me. I have not heard a word from him. My wife and I searched all the paper work we were given and there is no warranty register in them. The lady I talked with at Taylors said yes they register units.

Now I have a 16 month old unit that has the condenser coil covered in oil, the compressor was pried in with bar and lines under stress, the electrical system has been modified, and a dryer installed in the line that is covered with rust at the welding points that will leak within a couple years.Desired Settlement: I want the outside unit replaced like it would have been if not for Taylors mistake. I would also like for Taylors to inform customers of this registering process, even tho they handle it, so the homeowner can check that something this important to have been completed.

Business

Response:

[redacted] was informed that he should register his HVAC equipment with the manufacturer. The compressor was replaced with a new compressor as well as a new capacitor and a new dryer. M[redacted] was not charged for any of the parts, materials or a diagnostic or service call charge. When I spoke to [redacted] I informed him that it was his responsibility to register his HVAC equipment, not Taylor Construction Services Heating & Air, Inc.

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,

Review: I purchased 2 heating and AC units from this company in 2009 and they have never worked properly. Every summer I have had to call because the AC doesn't work. Either it doesn't turn on, doesn't turn off, doesn't cool the house and last summer it was so humid in the house that my laminate floors expanded so much they popped the baseboards off. That was my last straw, so I called another very well known hearing and ac company in Richmond to look at my system. The total they would have charged me to fix everything that wad wrong would have been more than to get 2 brand new heating and ac units installed. The technician from the competitor advised me to call the company that installed the equipment staying"if someone did that to my house I would want them to fix it". So, I called Taylor and told them, furnished them with the findings from their competitor and the technician that Taylor sent out had the audacity to accuse their competitor of planting these problems to defame Taylor construction. From service calls taking 3 days to be answered, to getting a letter saying I was being placed in collections (I had made a payment so when I called to inquire went I was being placed in collections Gerald T[redacted] told me I wasn't being placed into collections they just didn't have my phone number) today when the tech showed up for maintenance and charged me double the price that was quoted to me in August and what was quoted to my husband on Tuesday of this week, I had to file a complaint. I have worked with this company since 2009 and there had not been one time that I have had correspondence with them that it hasn't been ridiculous and dissatisfing. *Desired Settlement: Fix the systems so they function properly for once.

Business

Response:

Revdex.com spoke with the business. The customer has been refunded $75 and the business has addressed service concerns.

Consumer

Response:

I have reviewed the offer and/or response 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.I was refunded $75 and the company sent me a service agreement contact (finally after I had requested one multiple times in the past), on the service contract it statesthe cost is$149 got the first system and $100 for each additional system. This, among other things only demonstrates, again, the questionable practice of this company as when the technician came to perform the scheduled maintenance he and the person he contacted at the office to verify the price attemped to charge me $149 for both systems maintenance. Further, the representative from Taylor offered no service to address the problem of the system never working properly except to offer that a service member would look at it if the AC again doesn't work this summer (even though the seviceman who came out said it probably wouldn't work properly). She then offered to have a rep from the manufacturer be present if their technician couldn't solve the problem, hut the technicians have never been able to solve the problem. There has been no offer to compensate me for every summer that I have had this equipment not working properly during the summer months only a request from the representative at Taylor to retract my statements made to the Revdex.com. Iam certainly a dissatisfied customer but not an unreasonable one, I only ask that the equipment that I paid for work properly in summer, winter, spring, and fall.

Regards,

Review: I purchased a complete heat pump system with all new ducts, everything was replaced under house, when I talked to them ,I wanted a completely sealed system,they said that was not a problem, gem free system,they put lights in ducts to insure this ,and installed one wrong.when they installed the vents in the floor thy did not seal around the vent in the floor that connects to duct work,as a result whatever was under my house came in my house bugs, dust, ect.therefor my home now has bugs,called bird mites.that was the main reason I wanted to change everything under house,I even removed plastic covering under house and put new down before they installed new duct work,my house was basicly clean before they installed there heat pump. my reasoning was if the system is sealed them whatever is left under house will not be a problem.did not use the heat pump much because of weather ,house was great ,until we used the heat on heat pump, then it blew in what was still under house,if they would have installed the heatpump correctly I would not have a problem.I told this company this before they started work.we notice everytime we used the system we could feel bug.never thought I could have been there work, until I lifted one vent and saw where they had not sealed the vents,I put [redacted] sheets over vent and saw bugs in sheet.they came over 3 days later to sael the vents, and they saw bugs also in [redacted] towel,I put my furniture back in home,thinking it was clean , only to find out it was not because of leaking vents,now my house needs to be cleaned and furniture.also they new to prove there are no bugs in my duct work.Desired Settlement: I want my carpets cleaned my furniture and for them to prove my system is clean,even if that means replaceing my duct vent hose as of this moment I have closed off vents in house until they fix it,because I closed the vents I have been able to kill any in house , cant bring in furniture unti lt is cleaned also,also to fix the light installed wrong.

Business

Response:

Re: Revdex.com Case #[redacted] I am attaching a copy of our contract for you to review. Taylor ConstructionServices Heating & Air, Inc., will only complete work within the scope ofour contract. We never promise services or product without putting it inwriting either as an addendum or a rewrite of the original contract. The time line of this project is as follows:One of my Installation crew went to the residence to remove all the old HVACequipment and the complete duct system, to allow for the customer to fumigatehis house and crawl space. Our customer contacted my office to notify us he wasready for the new HVAC equipment and ductwork. I asked him if he hadreinstalled the insulation in the crawl space. Our customer said he didn’tremove the insulation but he had sprayed and it would be fine. When the job was complete I spoke with ourcustomer and he commented that the system was work great and the UV lights wereon and he was happy. Our customer thanked me for my attention on his job. ThenI filed the paper assuming a completed project. Our customer contacted me to tell me that thebird mites that were in his house before are back. Our customer stated that themites are entering the home through gaps between the duct boots and thesubfloor. I came to the home on 12/12/2014 to caulk the duct boot to the floorin an effort to help our customer with his pest problem. Caulking the boot isnot a normal practice, nor was it part of his contract. I performed the workmyself, at no charge, to hopefully appease our customer. I had no knowledge ofa defective light until my visit to the home on 12/12/2014 and could not verifyon my visit if it was truly not functioning because our customer would notallow me to turn the equipment on due to his pest problem. Our customer has now removed the insulationwhich should have been done originally. Taylor Construction Services Heating& Air is not a pest company. The system was operating as expected with noissues. I am truly sorry for the inconvenience to our customer and his family.Taylor Construction Service Heating & Air did not create, nor have theability to prevent, the current outcome.

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,

I payed for a sealed system,the system was not sealed,it was leaking in my house even without the heatpump on ,[redacted] saw that it was LEAKING, MAY may not be standard practice to calk the vents if you have a SEALED SYSTEM.which is what I payed 8000.00 for and did not get.I talked to [redacted] about that from the start,it was part of thec agreement,the system would be sealed,it WAS NOT...nothing was mentioned about the insulation ,I talked to [redacted] about the plactic I removed from under the house,before he installed the system and then poisoned,NOTHING WAS MENTIONEDabout the insulation ,I felt if I had aCLEAN ,SEALED SYSTEM,it would have been good enough, BUT the system WAS NOT SEALED.at first we only used the air it seemed fine,my house was clean,until we started using the heat.the bugs that were left were BLOWN IN BY THE LACK OF SEALING AROUND THE FLOOR VENTS FOLLOWING THE HEAT.BECAUSE THE AIR WAS WARMER THAN UNDER THE HOUSE,AND [redacted] PEOLPE GAVE THEM A WAY IN, BY NOT SEALING THE SYSTEM. I brought my furniture back into house because I thought mty house was clean ,would not have done that if I thought it was not clean. tyhey volidated our agreement because they did not provide what I payed for a sealed system,therefore my house has become infected again.they need to clean my carpet ,furniture ,and exterminate. its like this if I pay someone to install a window in my home and it leaks whats outside they are responsible, AS SO IS [redacted] AND TAYLOR CONSTRCTION.IF THEY FAIL TO FULFILL THERE AGREEMENT, I WILL SEEK OTHER MEANS TO RESOLVE MY COMLPAINT AGAINT [redacted] ANSD HIS COMPANY. ALSO I callesd about5 the light 10 days before ,he canME out, to CALK ,NOT TO FIX LIGHT,THAT STILL HAS NOT BEEN FIXED

Review: I purchased the installation of 2 [redacted] Heat Pumps (13K) and a Whole Home Generator (13K) from Taylor Construction Svcs early July 2015. Total cost agreed 26K. Paid Taylor 13K July 2015 prior to installation of HPs. HPs were installed over next several days. The generator was dropped at my home early July 2015. Over the next 6 months, Taylor attempted to coordinate propane tank burial, electrical and plumbing components to make the generator functional. Five months later (Nov 2015) the generator was not functional. I contacted [redacted] Taylor (owner) offered to pay him in advance for the generator installation. [redacted] accepted payment in advance and stated "take off $1,000". The next day, I called Julie (or her replacement) to make the payment. I asked her if she heard [redacted] state "take off $1,000". She said yes, she was sitting right beside [redacted] when he made the statement. The $1,000 is not that important to me. Ethics are. In Dec 2015, I contacted [redacted] and asked him when the installation would be complete. [redacted] promised me the installation would be completed prior to Christmas. It was not. Additionally, I asked [redacted] to come out and review the plumbing on my brick home. The piping was drilled into the side of my brick home, rusting and unlevel. [redacted] said the individual who did the job was no longer with Taylor. Further, he said he would send his top person out to correct the sub-standard work. He did do that in early Jan 2016. I have the contact information for the technician who made the repairs to the plumbing and made the generator operational. Recently, I contacted [redacted] (individual who sold me both the HPs and Generator). I informed him that at night the HPs were making sounds like someone was hitting them with a hammer. [redacted] told me not to worry, the noise was common in several brands of HPs containing a specific component. [redacted] also assured me that someone would be out to our home to check the [redacted] HPs. He did not keep his word.Desired Settlement: I would like to discuss [redacted] statement "take $1,000 off" with Julie (or her initial replacement) in the room with [redacted] present. As I said in my complaint, I do not have a problem paying [redacted] the $1,000. [redacted] needs to communicate his intent clearly. Moreover, I have no intention of paying [redacted] a finance charge when I paid [redacted] a month in advance (1st week of Dec 2015) for services that were not completed until Jan 2016. [redacted] should consider paying me a finance charge, i.e. interest on $12,000. I received a bill from [redacted] 12 Feb 2016 stating payment was late. Really? Finally, I called [redacted] and informed him of the hammering noise that keeps my wife and me up all hours of the night. He promised someone would be out to review the problem within 1 week. Why can't people keep their word? I request a response from Taylor ([redacted] specifically) as to why he would say one thing - and do nothing. In my mind, that is so unprofessional.

Business

Response:

Revdex.com spoke with [redacted] from the business. he stated that the complaint has been resolved directly with the customer.

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,

Review: [redacted]/ [redacted] advertised a program of 36 months same as cash with equal monthly payments. When Taylor Construction Representative came to my house to talk about the purchase of a HVAC unit I ask for this financial program. I agreed to have the unit installed,late Nov 2012,unit was installed late Nov 2012 . When time came to execute the payment of HVAC I was informed tht the 36 months no interest with equal monthly payments was not available with [redacted] or [redacted] and the best I could get was 6 months no interest full payment, if not paid in full interest would be charged from start. I tried to reach [redacted] about the matter since they issued the credit for the program with no results. I got very ill 1/2 Dec 2012 and was unable to do anything but be sick. I finally signed the payment for the system on/or about 17 Dec 2012, under protest. Was told if I did not pay system would be removed. I have been in/out hospital Dec 2012/Jan 2013 and under a doctors care till March/early April 2013,still not well, and my wife attempted to handle the matter with no results. Finally got [redacted] involved but as of now nothing has happened. They called Taylor Construction about the matter and Mr Taylor called me. He said it wasn't his problem about the financing and since he had a sign payment slip he did not are it wasn't his problem. I am still trying to work thru the problem with [redacted] since it seems Taylor Construction doesn"t care how he gets his money as long as he gets it. Both [redacted], who on line advertised the 36 month deal, and [redacted] who issued the credit for it off a link to [redacted] , were aware of the program, but it seems neither will do the right thing. I am a totally disabled veteran who made the mistake of trusting 2 Companies to do the right thing and honor their advertisement, and its financing. And as I said I never saw a contract with the financing rates on it till 2 weeks after installation, all I saw was the proposal to install th HVAC.No more room, but I have more.Desired Settlement: I feel that I should be given the financing I signed up for and requested and had an account opened for. I have been paying up to date on my account. I feel that Taylor Construction Services representative{ whose name I have} should be more open and up front of his dealings with people, and that Taylor Construction should provide a customer with a contract to sign before they install anything so that something like this does not happen again.NOT enough room to finish. Need to talk to finish.

Business

Response:

Response to Complaint #[redacted] of 6/11/13

RE: [redacted]

Upon our initial conversation with the customer, we did discuss their pre-approval with [redacted]. There are several different financing options that are available based on credit approval. We advised the customer that we were part of the [redacted] financing program and that we could perform the work and install the [redacted] equipment. We did not submit the initial request for credit; that was done by our competitor who was there before us. It was our understanding that the customer had a preapproval letter in-hand.

[redacted] does advertise several different financing options. In order to participate in the 0% interest program contractors have to “buy-in” to the [redacted] dealer program and [redacted] charges the participating contractor roughly 15-20% for each finance transaction. Like most rebate programs, we have chosen not to pay our dealers to sell their products.

We discussed the matter with [redacted] to see if there was anything we could do to help our customer. The terms that were given were based on their guidelines and the level at which we chose to be a participating contractor. They once again told us that we could offer our customers 0% interest if we chose to pay their transaction fees that were in the 15-20% range. The participating contractors that offer 0% interest add the fees into the price and the customers pay a premium for this service. We would have had to add an additional $1500 to our cost to cover those fees.

We finally agreed to a 6 month, no interest finance term with the customer. We did have to pay a smaller finance charge for this term that we did not pass on to the customer in good faith. We have discussed this with [redacted] and [redacted]. Unfortunately, their stance is the same. We can offer the advertised financing promotions if we pay both the fees they require to participate.

Office Manager

Taylor Construction Services, Heating & Air Conditioning, Inc.

Review: My wife and I purchased a Heat Pump from Taylor Construction and Heating company on 12/16/2013, This has been one horrible experience after another. We specifically stated that we wanted the 13 Seer heat pump. Taylors heating installed the 15 Seer heat pump without our knowledge.

[redacted]'s Electrician cut a big hole in my ceiling, and they left my house in that condition over the Christmas and New Year Holidays. [redacted] said that I was responsible for the repairs to my ceiling because I told the electrician to cut the hole. Neither did my wife, or I tell this man to cut a hole in our ceiling. it was more convenient for him not having to bend down. [redacted] company also removed a oil furnance from our premise. the hole in the wall where the flute attached to the chimney was patched up with concrete in chunks. my wife tried to explain to [redacted] if additional charges were going to apply then the electrician should have explained to us before the ceiling was cut.

Every time we tried to advise [redacted], he would yell and say to us that we are liars, and we just want something for nothing. After arguing back and forth for over a month [redacted] decided to Patch the hole in the wall that was cut out by his electrician, and re-patch the hole in the wall where the flute attached to the chimney.

The company failed to correct billing errors on the contract. They are trying to charge us for electrical work that they did not perform.

The [redacted] was told not to call our home again, because of his yelling and unprofessionalism.

We have contacted this company several times in reference to this project, we advised [redacted]'s office worker ([redacted]) that the heat pump continues to run non-stop, and either the unit is hooked up incorrectly, or the thermostat is not properly installed. If we adjust the thermostat to a lower number the emergency heat comes on, if we adjust the thermostat to a higher number the emergency heat come on. [redacted] is trying to tell us that this is the way a heat pump operates. We have had a heat pump installed in one of our other houses and it never operated this way, and the process took just one day to install.

So far our heating bill is running a little over $300. a month. with the emergency heat constantly running.

[redacted] agreed to finance the heat pump for us, now he is demanding payment in full. The project is still incomplete, The project has also FAILED inspection by the City Of [redacted] on 1/22/14. [redacted] has submitted a bill that states the we need to pay 10% Service charge on our account that is 30 days overdue. The total bill is $8,810.00. I think [redacted] is being a bit ridiculous demanding payment on a incomplete job and an additional 10% for overdue payments.Desired Settlement: I would like to see adjustments done, such as the difference between the 13 ton [redacted] heat pump $4750. and the 15, ton [redacted] heat pump $5685., We should be allowed a credit for two months on our electrical bill in the amount of $50 per month. Adjustments for the electrical upgrade in the amount of $2170.00 because part of the work was not performed by Taylor's Construction. The contract states that Taylor's Construction will relocate the meter to the side of the house where power comes in from the street. The meter is still in the same location, and has been dangling from the house for two months. We would like to hire another company to complete the job and have the fee's deducted from Taylors Construction and Heating. Please help us, these people has caused us so much grief. Thank you so much.

Business

Response:

Taylor Construction Services

was contracted to install a new heat pump, remove the old oil heating system

and upgrade the electrical service to 200 amps.

Our discussion about the heat pump was based on the fact that the

homeowner was currently using oil. They

mentioned they wanted to get rid of oil and install a heat pump. We advised that we could certainly do that

and brought several things to their attention.

1: the existing electrical panel was insufficient for a

new heat pump so it would need to be upgraded to 200 amps.

2: the existing distribution system was designed with

cooling in mind only. The air outlets

were the round type in the ceiling. We

advised the homeowner that these vents are made to distribute air across the

ceiling and let the cool air fall throughout the room. This works great for air conditioning. Warm air has a tendency to rise and has its

limitations heating a room when distributed across the ceiling.

3: the existing air return is in the ceiling as well,

this is great at removing heat but isn’t the best scenario when trying to

remove the cold energy in the winter.

Based on these observations

we suggested a few options. First and

foremost we recommended a low wall return.

This would put an air intake as low as possible to the floor to help

remove the cold air in the winter. We

also briefly discussed the possibility of changing certain vents to the style

that blow air to the floor, not across the ceiling. While this was briefly discussed, it was

stressed that the low air return vent would help tremendously. We stated that if these items were not done

then there “may” be problems with comfort and operating time of the new

system. We did state that they could be

done at the time of the installation, or, they could be done at a later date if

the customer did not want to do at this time.

The customer, in this instance, chose to wait.

Taylor Construction Services

did install a 15 seer, high efficiency heat pump. We can only suggest that there was a

misinterpretation when it came to their choice of products. We understood the customer to want the 15

seer unit so that is what we installed.

We will be more than happy to either, let them keep the 15 seer unit and

only charge them the cost for the equipment (approx. $700), or we will be more

than happy to install the 13 seer unit as they have stated they requested and

adjust the price accordingly.

When discussing the

electrical upgrade, we mentioned that the power company makes us relocate the

meter base to the side of the house and not behind any fencing. The homeowners were adamant about leaving the

meter base in its same location based on some concerns with neighborhood

children and previous property destruction issues. I told them I would do my best to have the

meter approved in its current location.

Fortunately the power company allowed the meter to remain in its current

location. Regardless of the meter

location, the scope of work is the same.

1. Run new service cable from street attachment to meter location. 2. run new cable from meter location to

panel. 3. replace panel 4. install new meter. The same amount of labor and materials are

required regardless of location.

The electrical work did fail

inspection. The report states that the

electric cable between the main panel and the sub panel needed to be replaced

as it did not meet code. This work was

contracted previously between the homeowner and separate contractor. Evidently that work was done without a

permit, and therefore the inspector is requiring us to bring that up to

code. We did need to cut a hole in the

ceiling to run the new electrical cables.

This hole has been repaired and wires covered accordingly at no charge

to the homeowners.

We have been available to the

homeowners to address any concerns and repairs/ modifications. We have had limited access to make these

changes as we have had to work around the homeowners schedule.

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.

Good afternoon,

Taylor construction is, without doubt, one of highest integrity companies that I have dealt with in my 67+ years! A situation arose that could have had less than desirable outcomes (not disastrous...relatively minor, in my opinion), but Gerald T[redacted] personally called me and made a self-sacrificing decision that could only have come from a transformed life. He lives his faith. I pray that Taylor Construction will continue to prosper and be a blessing to others. Mr. T[redacted] did not in any way preach to me, except in his actions. Beside that and my asking questions, I would not know the reasons. But he is certainly not ashamed and ready to give an answer when you ask! So I encourage everyone to do so.

Review: I have been trying to contact [redacted] for 8 days now. My husband and I have been leaving messages at his office and on his cellphone for him to call us back. Eight days ago a technician came out to our house when we were not home and installed a new circuit board that was just replaced previously three weeks ago. Our system is still not working properly. The unit is blowing but the air is warm/hot not the temperature that it is set on. Our unit has been malfunctioning for the past four months now and we just spent a lot of money to get this issue resolved. Less than thirty days later we are having the same issue and no one will return our call so we can have this issue taken care of. I know for a fact I am being ignored. When the technician was here a couple of months ago [redacted] was calling his phone back to back. I was told to call [redacted] to let him know that he was still working on our unit and [redacted] did not answer the phone when I called from my phone. The technician had to tell the secretary at the office to call my phone and he called my phone back minutes later. I think this is very poor on his part and for the company. Do not ignore your customers! I also want to add that the [redacted] technician told taylor constructions technician that our unit needed to be hooked up to a surge protector since it has been hit by lightening while off three times. Twice this year. When the technician came out here, that was not done either. We are at risk for having our unit hit by lightening again. I think they need to listen to the manufacturer of this system they have installed since it has happened so much.Desired Settlement: We have had issues with this system non stop since it was installed. This unit must be faulty. It was fixed prior and in less than thirty days the same thing happens to the unit. We have a baby coming in 6 weeks and we need to have heat and air and a system that is reliable. I feel that we deserve to have a new system installed since this is the third time it has gone bad. I think my husband and I also deserve an apology for being ignored. We have done nothing wrong and we always pay our bill!

Business

Response:

The technician was dispatched to the [redacted] residence on Aug. 15th to replace a bad control board on the [redacted] Mini-Split System, the technician was unable to replace the defective board because the home owner was not at home. The technician contacted the [redacted] after the visit and scheduled a return date for Aug. 8th(Sunday). When Aug 8th (Sunday) approached the technician tried contacting the customer and there was no answer, therefore he was not dispatched to the residence. The [redacted] were contacted again through the technician and we scheduled an appointment for the him to return on Aug. 27th, to replace the defective part. On August 27th, the control board was replaced and he checked over the operations of the system and all was in proper working order. Since the visit we have returned the bad board to the manufacturer and they have determined that the cause of the malfunction in the control board was due to an electrical surge or a lightning strike. This type of damage is not covered under warranty but Taylor Construction has purchased the control board for the [redacted] and therefore no charge is due for the control board. The [redacted] mini-split system has been struck by lightning (power surges) multiple times; it is not Taylor Constructions responsibility to ensure it does not get struck by lightning. The [redacted] unit comes with an internal safety system that prevents it from getting damaged through electrical strikes.

Fortunately, we at Taylor Construction are extremely busy and we would love to be able to contact and answer each and every phone call that comes through but unfortunately this is unrealistic. The secretary takes messages when a supervisor is unavailable and once that person becomes available he/she will return your call as soon as possible. No customer is ever ignored, we simply cannot answer every telephone call that comes through on our cell phones, but we will return your call as soon as possible.

The [redacted] system that the [redacted] had purchased from us in 2009 is not faulty. The system has been working properly since installation 2009, this past year the system has been faulty due to the extreme weather we have had this season (storms). After installation of the new control board, our technician ran a system diagnosis and found nothing wrong with the system. It is in proper working order at this time. The lightning strike is something that we simply cannot stop.

Furthermore, when the [redacted] did not have air conditioning, Wes personally lent them two (2) air conditioning units to cool down the house. The [redacted] were appreciative and understood that Taylor Construction did not have to do this, but we value our customers and try to help them out as best as we can. No one is disputing if the [redacted] pay their bills they are good customers who unfortunately have had their [redacted] mini-split system struck by lightning numerous times.

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,

I would like to say that they did not call us on Sunday at all or the time they said before that. That is no true.The technician told my husband and I that it was not approved for him to come out to our house on Sunday for him to fix our unit. I always have my phone on me. Also the technician and the mitshuibishi representative said that this unit needed to be hooked to a surge protector in order for it not to get struck by lightening. They have yet to install a surge protector so this will not happen.. Also I want to add that we have had problems with this unit since two weeks after it was installed. It has not been just this year. We should not be charged for anything due to the part being under warranty and the parts and labor are guaranteed for 30 days and this board went bad in under three weeks. Also it should not take 8 days for them to contact me. Taylor construction did not contact me until after my complaint through Revdex.com. Also I was not home on August the 15th because they never called and made an appointment to come out to my house so I did not know they were coming.

Business

Response:

After speaking with [redacted] from the company on 10/8/13 he stated he has been in contact with [redacted] and is waiting on information regarding the surge protector and will be in contact with the customer as soon as he is updated on how to proceed. The company has every intentions of installing the after market part with the customer's approval.