Tom Welch Custom Plumbing Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Dear ***,
Jackson and Foster refuses to acknowledge the industry(AHRI) as well as the manufacturer's guidelines that you can't leave mismatched, incompatible evaporation coils with newer Seer condensers,
even if the old, differently sized coils are in good condition
The leaking coils and drip pans are also on their own printed checklist as parts to inspect in their regular maintenance programThis was never done
Please find attached the documentation and receipt for the work we had to have done in order to prevent a major leak and substantial damage
Best regards,
*** and *** ***

September
2,
Hello ***,
Thank you for contacting us about this issueI apologize
for just getting back to youI see that you said that you sent us this
information a few weeks agoFor some reason we did not
receive that
I have spoken with Mrs*** about thisThe most recent
time I spoke with her was 7/22/At that time I let her know that it is very
common for contractors to only change out condensers and not the evaporator
coils as long as the coils are still in good conditionI also let her know
that the employee that sold her that job is no longer with us, so I cannot
confirm if he spoke with them about coils or notHowever, in looking at a copy
of the proposal that she clearly signed, it states the scope of work that is
proposedI have included a copy of this signed proposalAs you will see on
this proposal, we clearly state that we are going to dismantle and remove two
condensing unitsWe also list the brand and model numbers of the new
condensers we are installing. In no way
would we want to mislead any customer
I am not sure who the other companies Mrs*** is getting
out there, but she has incorrect informationAs I told here on the phone on
7/22, the coils she has are still in good conditionThey are compatible with
the condensers that were installedIn fact the system as run perfect for the
past years At this point what is
happening is the metal drain pans they sit in have become rustedThe rust is
causing draining issuesTherefore these need to be changed outBecause of the
location and configuration of these systems, it would be a better option at
this point; to change the coils out for brand new ones with a brand new
warranty
The proposal we recently gave Mrs*** for changing out the
evaporator coils was put together at our costWe were not interested in making
money onr the ***s in this situationWe were offering this to helpThis is
the furthest thing from being unethical
We were out at the ***’s house on 6/30/and 7/14/On those
dates we preformed some, completely unrelated to the drain pan issueI have
included a copy of the two invoices for that work explaining what we did and
the cost associated with that work In
that conversation on 7/22/14, Mrs*** stated that she was not going to pay
us for that workAt this point I let her know that I was not comfortable doing
any more work for her if she was not going to pay us for work. At that point Mrs*** hung the phone up on
me
***, as I am sure you can see from our history, we are
an upstanding company with an excellent reputation We are not in the business of taking advantage
of peopleWe have been in business in San Diego for a number of years and plan
to be for many morePlease let me know if you need any more information from
us about this situation
*** ***
Jackson and Foster

***,
Often
times in efforts to keep cost down, customers will choose to keep equipment
that is in good condition and operating correctly and only replace the
equipment that is in poor condition and no longer operating correctlyWe
cannot speculate on the conversations our sales man had years ago with Mr
and Mrs. ***We can only go off the
information on the signed proposal which the homeowners agreed to. That information on the signed proposal clearly
states that we will be replacing the condensers only
Once again, the coils are currently operational and have
been providing this property cool air for the past yearsMrs*** is
correct; I, myself have not seen these units, however, Mrs*** is incorrect in
saying that I have not spoken with the technicians that were out to her
propertyI have had numerous, extensive conversations with the technicians on
our staff that has been to the ***’s property
The only problem that is currently occurring has to do with
the metal drain pans underneath the coilsThese pans have become rusted over
time and the rust is getting into the condensate linesThis is causing water
to come out of the secondary drain line; and this is what Mrs*** is
referring to when she says “water was pouring out of an overflow pipe.” This
problem would be completely resolved if those drain pans were replaced for new
pansThe only reason we proposed replacing both coils has to do with the location
of the coilsReplacing two drain pans would take almost the same amount of
labor and some of the same material costs as installing new coils as wellTherefore,
we offered to help the ***s by only charging COST to perform this work since
they have been long time customers of oursWe would have been making no profit
for performing this work
The existing coils were made compatible with the condensers
we installed when we thoroughly flushed the systems with a cleaning solution
that is specially designed exactly for this process; and replaced a small part
called a TXV
I hope that the fact that we offered to help the ***s by
doing this work at our cost shows the type of company we are and that we are absolutely
not in the business of taking advantage of people

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Dear ***,
Jackson and Foster refuses to acknowledge the industry(AHRI) as well as the manufacturer's guidelines that you can't leave mismatched, incompatible evaporation coils with newer Seer condensers,
even if the old, differently sized coils are in good condition
The leaking coils and drip pans are also on their own printed checklist as parts to inspect in their regular maintenance programThis was never done
Please find attached the documentation and receipt for the work we had to have done in order to prevent a major leak and substantial damage
Best regards,
*** and *** ***

Revdex.com:
I have reviewed the 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.
Regards,
[redacted] 
Dear [redacted]n,
As quoted by the AHRI(Air conditioning, Heating & Refrigeration Institute) "both the indoor(evaporation coils) and outdoor units(condensers) must be REPLACED with a system that is designed to work together efficiently. In fact improperly matched indoor and outdoor
units can create undue stress on a cooling system, dramatically reducing efficiency. Furthermore, when installing a new system that uses refrigerant R410A, the indoor and outdoor units must be properly matched or the system will prematurely fail." 
 
Jackson and Foster replaced our old 8 seer air conditioning units using R22 refrigerant with 13 seer R410A units, and left 13 year old UNMATCHED, INCOMPATIBLE evaporation coils without our consent, knowledge or requiring us to  sign a waiver acknowledging that their newly installed system
would always be 30% less efficient, and could cause future problems with the compressors.
 
I called them in July because our air conditioners were not working properly, and two of their technicians who came out on three separate occasions told me that the system was working "beautifully." Only when water was pouring out of an overflow pipe did their third technician
report that the leak was emanating from old, rusted out evaporation coils, left behind from their very own installation.
 
At this juncture, we had no confidence or trust in Jackson and Foster to do the correction. I am confused that [redacted] Foster is blaming an employee who he states has left the company, and also that he would assert that the now 18 year old evaporation coils "are still in good condition" when he did not visually see them, or talk to his technician who finally made the correct diagnosis. A letter provided by the manufacturer states specifically that it is the RESPONSIBILITY of the installer to match the systems.
 
Best regards, [redacted] and [redacted]

September
2, 2014
Hello [redacted],
Thank you for contacting us about this issue. I apologize
for just getting back to you. I see that you said that you sent us this
information a few weeks ago. For some reason we did not receive that.
I have spoken with Mrs. [redacted] about this. The most...

recent
time I spoke with her was 7/22/14. At that time I let her know that it is very
common for contractors to only change out condensers and not the evaporator
coils as long as the coils are still in good condition. I also let her know
that the employee that sold her that job is no longer with us, so I cannot
confirm if he spoke with them about coils or not. However, in looking at a copy
of the proposal that she clearly signed, it states the scope of work that is
proposed. I have included a copy of this signed proposal. As you will see on
this proposal, we clearly state that we are going to dismantle and remove two
condensing units. We also list the brand and model numbers of the new
condensers we are installing.  In no way
would we want to mislead any customer.
I am not sure who the other companies Mrs. [redacted] is getting
out there, but she has incorrect information. As I told here on the phone on
7/22, the coils she has are still in good condition. They are compatible with
the condensers that were installed. In fact the system as run perfect for the
past 5 years.  At this point what is
happening is the metal drain pans they sit in have become rusted. The rust is
causing draining issues. Therefore these need to be changed out. Because of the
location and configuration of these systems, it would be a better option at
this point; to change the coils out for brand new ones with a brand new
warranty.
The proposal we recently gave Mrs. [redacted] for changing out the
evaporator coils was put together at our cost. We were not interested in making
money onr the [redacted]s in this situation. We were offering this to help. This is
the furthest thing from being unethical.
We were out at the [redacted]’s house on 6/30/14 and 7/14/14. On those
dates we preformed some, completely unrelated to the drain pan issue. I have
included a copy of the two invoices for that work explaining what we did and
the cost associated with that work.  In
that conversation on 7/22/14, Mrs. [redacted] stated that she was not going to pay
us for that work. At this point I let her know that I was not comfortable doing
any more work for her if she was not going to pay us for work.  At that point Mrs. [redacted] hung the phone up on
me.
[redacted], as I am sure you can see from our history, we are
an upstanding company with an excellent reputation.  We are not in the business of taking advantage
of people. We have been in business in San Diego for a number of years and plan
to be for many more. Please let me know if you need any more information from
us about this situation.
[redacted] 
Jackson and Foster