Trenton Heating & Air Conditioning, Inc.

From: Trenton Heating Date: Wed, Jun 21, at 1:PMSubject: Complaint ID: *** (Update information)To: [email protected] a correction, I mistyped in the date we installed this customers new system. The installation date should be April 15,
2016. ThanksTrenton Heating

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** We had the furnace system checked again and they still found omissions. Mainly from returns to air handler - connected with install tape instead of zips and ties. Big rip in ductworkWe would like these corrected and then have it inspected by Franklin County*** ***

I called Trenton Heating and asked them to give me an estimate of how much it would cost to fix the furnace. They have not called me back with the estimate. We feel that the furnace problem is a detriment to our heath, blowing insulation from the attic into our homeSince Trenton has told us on two separate occasions that was nothing wrong with the furnace installation we don’t feel like they would do an adequate job of fixing the furnace connections anyway, so we contacted a different company that came and fixed the problem. We do not recommend Trenton as a company to install a furnace. We also believe that the report they sent to Revdex.com was not strictly accurate. This matter is solved though

To whom it may concern, finally after seeing the current response and the invoices from the other company we see that what the customer paid for were different options that may not have been needed. We were never allowed to complete our installation and testing before the customer called someone else. Its hard to blame a systems that appears to be operating properly when there were so many other factors in play during a renovation project. We explained before that the system was wired the way it was for testing because of the unforeseen humidity issue. When we inspected the system last in October of we were trying our next configuration to see if the system would work properly with the system and items they purchased. We were never called back after that and another company was called in to sell them a new thermostat, add wiring (only needed for that thermostat) and a new float device that we believe were not needed. We could have sold them the same items if they wanted them but we try not to sell items to customers that they may not need or want. They wanted a wireless internet thermostat but the thermostat they purchased from the other company does not offer that option. If they had purchased a system to control high humidity issues then other items would have been considered at the time of the sale. Hindsight is 20/as they say of both our parts because neither of us expected a high humidity issue. We believe we could have solved their issue when the renovations were complete which in October they still were not. And if we would have been allowed to complete our testing to see if the equipment they had already purchased would have worked before having to sell them other equipment options then that would have been preferable.As to the permit issue, Most cities around the area have many different regulations on obtaining a permit. These rules however apply if you are inside the city limits, however this customer is not inside the city limits. Also in most cases you can have anything inspected but it is not always required. The only thing that might apply would be some sort of county inspection and if for some reason the laws and rules have changed then we have not been informed.Unfortunately this situation was something that developed after the system was installed and really no fault of our installation or the fault of the equipment. We were attempting to resolve the issue when we were cut out of the situation. Yes, it seemed to be taking time because it was not a situation that happens every day with renovations and no one living in the home. The customer purchased a certain system, we installed what they purchased and it appeared to operate properly. We believe we did what we could with the situation we were presented. Thanks Trenton Heating

To whom it may concern, This customer does have warranty on the equipment we installed at their location However, they called another company to service the equipment we installed before calling us about any issues This in
most cases voids the warranty on equipment we installed However, after the company they had service their system called us to let us know the issue they believe they had we agreed to address their issues On the first service call (12-12-16) we performed, we repaired ductwork in the attic that would not be covered under warranty for the install a year previous It was existing structure and was not part of our original install but we repaired it for them at no charge for customer relations Unfortunately, they were not satisfied with our repair and told us after this service call that there were more issues we were not informed about and that they were contacting the Revdex.com before giving us a chance to resolve the additional issues We returned a second time (12-16-16) to address their new issues and repaired more existing ductwork concerns in the attic as well as discovering that the customer had taped closed several of their own registers This closing off the registers can put extra pressure on their ductwork which would have popped off the ductwork in the attic We corrected this issue again at no charge which was caused by the customers actions We believe we went above and beyond with this situation and are quite disappointed that we had to address this issue. ThanksTrenton Heating & Air Conditioning, Inc.*** ***

To whom it may concern, It seems we have been reported again before we had a chance to solve the situation We attempted to repair their situation for free when it was not our situation to solve because their installation only included the equipment warranty not their ductwork The system was installed over a year ago and the customer has had several other people not from our company access their attic and their ductwork Plus with the situation of their registers being taped shut which could have put extra pressure on the ductwork so we have concluded that this situation is not our responsibility to repair under warranty Our previous two attempts to solve their situation has not been satisfactory to the customer due to the reports they continue to submit to the Revdex.com. However, we are willing to repair and/or replace their ductwork but it will be for an additional charge If they are willing to have us repair it or have the other company perform the repair then that will be their choice. ThanksTrenton Heating & Air Conditioning, Inc.*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

To whom it may concern, We installed a system for this customer on 10-10-2016. It was installed during a construction period when the home was being renovated which there were still holes in the walls and cracks in the basement foundation allowing water to leak in to the basement. We returned on occasions for a complaint of high humidity in the home and we went to out "free of charge" to try to see if there was a problem with their system. Both times the system checked out fine however we attempted to adjust the system to try to solve their humidity situation which included rewiring their thermostat to make it run differently to see if that would help their situation. We are finding out now since they did not call us, to let us know that the wiring configuration did not work for them and the new company was called in claimed it was wired improperly. We dispute the wired improperly situation since we did not have an additional chance to resolve the situation. Also at the time we returned on our checkups the house was still in an unfinished state and there were still holes in the drywall which could affect their system. We have not gotten to see the system or the home after it has been completed and now we are unsure what the system looks like now that they have had another company servicing it. It also sounds like from the complaint that the new company also has not solved their situation. We will forward their situation to the *** distributor to see if they can help with their situation. We still believe the system was working properly the last time we saw the system. Also the customer never paid us a service call for any additional trips we made to their location, they also did not pay any extra to us for an extended warranty because the system comes with a factory year parts warranty as long as the owners live in the home and the additional service call they paid for another company to inspect their system is at their expense because if they would have called us it would have been preformed free under warranty. And on one final note is the float valve alarm they mentioned the other company suggested is an option and if the customer would have wanted that option then we would have happily added that option to their original install. Thanks, Trenton Heating

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** And *** *** We honestly have issues and concerns with Trenton Heating and Air First of all multiple visits were made prior to the renovation and upon the Sept email we stated we fixed all the excuses Trenton Heating and Air voiced to us during the renovation Yes they came back and upon their return they did some wiring (it was not to the unit in attic only to unit outside) According to the other HVAC company if you X being the main unit then anything wired to Y AND Z most also talk back to the main unit and this did not happen As for the Floater we were never asked about a floater and how would we know anything about that - we are not the experts in installation THE HVAC company is the expert It is evident we wanted a better unit and we upgraded to a stage unit and if a floater was an option it should have been presented (It Was Not). Attached are the processes and procedures for HVAC REPLACEMENT, we are located in *** County and *** County requires the application to be completed (attached) I've also attached the email string and a picture of the humidity level on September Point being - Trenton Heating and Air failed to obtain a permit, they failed to do a blower door test or any other test to ensure the unit was working properly We voiced our concerns up to July and from July to September we began documenting (you can view the emails sent previously along with the humidity levels) The failed to be proactive and we were basically put off and we were treated as if we were annoying to them Upon sending Trenton Heating and Air the humidity levels they failed to continue to research and find the issue. When Trenton Heating and Air came out in October - they said specifically WAIT UNTIL NEXT YEAR when we have humidity again (see Dec response)This is when we said this is not acceptable For Trenton Heating and Air stating they did not have the opportunity to fix the issue is ridiculous! If it were not running properly from the time of install to October why would we wait another months to see what can be done to correct an issue? In addition if it were not working correctly during the summer months how would we have know it was not going to work properly during the winter months? We tried to call to request appointments and treated as if we were the problem and shunned on the phone. As for the wireless thermostat - it has nothing to do with the concerns Wireless or wired who cares The Unit was not working properly Since we contacted another HVAC company the unit has not had humidity levels over 54%most have been at and under 50% The unit is a super dehumification system and it was not wired properly to AC unit/thermostat per the HVAC company. Therefore we are still requesting reimbursement of our additional expenses per the invoices provided We do not trust that Trenton Heating and Air will perform the proper procedures nor have the expertise to correct the issue Back to the floater as for knowledge and expertise ..how are we a homeowner supposed to know about a floater? We were not told anything about it whether it is an option or not and with the unit being in the attic, wouldn't you think Trenton Heating and Air would have put one on for water overflow in a pan so water would not over flow and ruin your ceiling (especially since we were renovating)? And if we can still provide pictures and phone calls regarding humidity issues, why did Trenton Heating and Air say wait till next year? Why would they not review the entire install as it was not wired to do the dehumification which is what the other HVAC company found Utterly Ridiculous that we went through the entire summer months and Trenton Heating and Air were not able to find this issue