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Reviews Vaughan Heating and Air Conditioning

Vaughan Heating and Air Conditioning Reviews (3)

Dear *** ***I’m very sorry to hear that you are not satisfied with yourinstallation/service with Vaughan HVACI would like to come to an agreement inregards to your grievancesListed below is the breakdown of communication andwork provided these past few yearsI
hope this can shed some light on thesubject, as I fear there may have been some miscommunication, for that I apologize.February 2011: Completed Installation of Rheem Furnace andRheem Condenser with Benchmark CoilPurchase total: $Included YearWarranty.2/3/2012: Year Warranty Expired.10/15/12: Vaughan was called for service on AC unitTheleak was found to be a result of a kink at the TXV Valve nut, he noted that hetightened the nut and this resolved the leak at this timeThere was no chargeto the customer for this call.6/25/13: Vaughan was called for service on the AC unitTheunit was checked and found to be low on refrigerantThe technician added Freon.The customer was initially billed for this callService Manager *** ***refunded the full cost of this call after speaking with *** *** becausehe stated that because the previous call has been done in the fall, thetechnician may not have been able to get a proper reading on the unit (outdoor temperatureat or below degrees will not result in a proper reading)( also therefrigerant being low may have been as a result of the loose TXV Valve nut.7/16/13: Vaughan was called for service on AC unitAt thispoint a dye stick was injected into the system to determine were leak islocated, after ruling out low refrigerant was not a result of the initial looseTXV Valve nut, this is the next logical step Customer was not charged for this call.8/7/13: Vaughan returned to check the result of the leaksearchThis is because it takes a few weeks for the dye to work its waythrough the AC system in order for it to produce resultsAt this time, thetechnician determined there was a leak in the Benchmark CoilService Manager *** *** spoke with P&N (Rheemdistributor) in regards to the Benchmark Coil because the manufacturer of theBenchmark Coil is no longer in business and Rheem assumed responsibility of handlingfaulty partsThe first thing Rheem does in this situation is provide a sealantfor the coil in an attempt to remedy the leakIf the sealant does not work,Rheem will then provide a replacement coil under part warrantyVaughan received the sealant, and used provided sealant onthe Benchmark coil as instructedRheem covered the cost of the sealant and thecustomer was charged for labor by Vaughan to apply sealantVaughan did not receive any further indication after theapplication of the sealant that the leak had not been remediedCorrespondencewas received in regards to the charge for labor for the 4th servicecall*** *** and her daughter both reached out to discuss the charge.At this time, the contact information for Rheem was provided to *** ***daughter so she could speak to Rheem directly about being reimbursed for thelabor as well as the part replacementHowever, Vaughan stated that in themeantime, the charge for labor for applying the sealant would still stand as isthe case with any customer that does not have an extended parts and laborwarrantyThe three previous service calls were not charged to the client asthey were deemed a result of loose TXV Valve nut.The issue is a manufacturer defect, the proper channels weretaken with the manufacturer to remedy this issueIf a leak occurred after theapplication of the sealant, the next course of action for the manufacturerwould be replacement of the Benchmark coilIf there was a leak afterapplication of sealant, Vaughan was not made awareI would be more that happy to speak to you directly about this issuePlease feel free to contact me at *** * *** I will be in the office Tuesday July 8th-*** *** *** If you would prefer for me to contact your, please let me know and I'll reach out at your earliest convenience.Sincerely,*** ***Operations Manager*** * ***Vaughan Heating and Air Conditioning

Review: I had a [redacted] Furnace, A/C and water heater installed in November for a total cost of $15,259.00. The install was poor including hanging duct work, water, pipe, gas pipes, vents etc. The installers also went thru my ceiling when blowing insulation in my attic. All of the above was repaired however it did take over 6 weeks to get it right.Yesterday 1/9 I did not have any hot water. I took a day off of work so Vaughn could come and repair the problem. The service tech told me he had reset the system but would have to order a part. The part will take 4 days for it to come in. Although the system was reset and the hot water was working I woke up this morning to find I did't have any hot water.I have missed severl days of work for both the install and the repairs mentioned above.

Product_Or_Service: Heat and A/C system and Water Heater

Order_Number: [redacted]

Account_Number: 1[redacted]Desired Settlement: See Complaint Text

Business

Response:

Mr. [redacted]

I am very sorry to hear that your experience with Vaughan has not been pleasant. I sincerely apologize for the annoyance that this may have caused to you. In regards to your complaint, I would just like to clarify it's timing and nature. The complaint we received on 8/2/13 references January of this past year (1/9) as well as issues with your hot water heater. While reviewing our records I noticed that a brand new water heater was installed by Vaughan on 1/10/13 in lieu of repair, as your requested. Since the installation of the new water heater 1/10/13, we have visited your home 2 times. 3/12/13 (to perform a tune-up on your water heater) and 5/3/13 (to check and start up your newly installed AC system). I would like to make sure that your AC system is functioning to your satisfaction and to make sure you are not experiencing any further issues. The complaint received references issues that appear to have been resolved. However, if i'm mistaken please don't hesitate to correct me. My utmost concern is for the satisfaction of our customers and I welcome any opportunity to rectify any circumstance in which our customers feel slighted or wronged. I am available for whatever your may need, please feel free to contact me directly if you need to. In closing, Vaughan is actively working to improve service levels and your feedback has proved to be invaluable. I appreciate your time and business.

Sincerely,

Review: In January of 2012, we bought a new heating and air conditioning unit from Jim's Heating and Air Conditioning (Now Vaughan). During the Summer of 2012, the machine required freeon. They took it on their costs as per the warranty. The warranty expired in January, 2013. The following Summer, they had to replace the freeon again. They found a leak. They knowingly continued with a defective part even though they were aware of other customer complaints prior. They said they would not charge us for labor or the part. They then billed us for labor and told us to contact the manufacturer of the defective part from which no solution came. They sealed the part was the original piece which was improper. They failed to use a replacement part. They asked us to pay the labor when they knew the part was defective. During the Winter, the unit was fine but when Summer arrived, we seem to have the same issue with the machine lacking freeon. We want to know why we spent $9,000.00 on a brand new unit and have recurring issues with the same part on a yearly basis.Desired Settlement: You have the option of fixing the leak on a permanent basis, refunding our money, or replacing the unit.

Business

Response:

Dear [redacted]I’m very sorry to hear that you are not satisfied with yourinstallation/service with Vaughan HVAC. I would like to come to an agreement inregards to your grievances. Listed below is the breakdown of communication andwork provided these past few years. I hope this can shed some light on thesubject, as I fear there may have been some miscommunication, for that I apologize.February 2011: Completed Installation of Rheem Furnace andRheem Condenser with Benchmark Coil. Purchase total: $7940.00. Included 1 YearWarranty.2/3/2012: 1 Year Warranty Expired.10/15/12: Vaughan was called for service on AC unit. Theleak was found to be a result of a kink at the TXV Valve nut, he noted that hetightened the nut and this resolved the leak at this time. There was no chargeto the customer for this call.6/25/13: Vaughan was called for service on the AC unit. Theunit was checked and found to be low on refrigerant. The technician added Freon.The customer was initially billed for this call. Service Manager [redacted]refunded the full cost of this call after speaking with [redacted] becausehe stated that because the previous call has been done in the fall, thetechnician may not have been able to get a proper reading on the unit (outdoor temperatureat or below 60 degrees will not result in a proper reading)( also therefrigerant being low may have been as a result of the loose TXV Valve nut.7/16/13: Vaughan was called for service on AC unit. At thispoint a dye stick was injected into the system to determine were leak islocated, after ruling out low refrigerant was not a result of the initial looseTXV Valve nut, this is the next logical step. Customer was not charged for this call.8/7/13: Vaughan returned to check the result of the leaksearch. This is normal because it takes a few weeks for the dye to work its waythrough the AC system in order for it to produce results. At this time, thetechnician determined there was a leak in the Benchmark Coil. Service Manager [redacted] spoke with P&N (Rheemdistributor) in regards to the Benchmark Coil because the manufacturer of theBenchmark Coil is no longer in business and Rheem assumed responsibility of handlingfaulty parts. The first thing Rheem does in this situation is provide a sealantfor the coil in an attempt to remedy the leak. If the sealant does not work,Rheem will then provide a replacement coil under part warranty. Vaughan received the sealant, and used provided sealant onthe Benchmark coil as instructed. Rheem covered the cost of the sealant and thecustomer was charged for labor by Vaughan to apply sealant. Vaughan did not receive any further indication after theapplication of the sealant that the leak had not been remedied. Correspondencewas received in regards to the charge for labor for the 4th servicecall. [redacted] and her daughter both reached out to discuss the charge.At this time, the contact information for Rheem was provided to [redacted]daughter so she could speak to Rheem directly about being reimbursed for thelabor as well as the part replacement. However, Vaughan stated that in themeantime, the charge for labor for applying the sealant would still stand as isthe case with any customer that does not have an extended parts and laborwarranty. The three previous service calls were not charged to the client asthey were deemed a result of loose TXV Valve nut.The issue is a manufacturer defect, the proper channels weretaken with the manufacturer to remedy this issue. If a leak occurred after theapplication of the sealant, the next course of action for the manufacturerwould be replacement of the Benchmark coil. If there was a leak afterapplication of sealant, Vaughan was not made aware. I would be more that happy to speak to you directly about this issue. Please feel free to contact me at [redacted] I will be in the office Tuesday July 8th-[redacted] If you would prefer for me to contact your, please let me know and I'll reach out at your earliest convenience.Sincerely,[redacted]Operations Manager[redacted]Vaughan Heating and Air Conditioning

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Description: Heating & Air Conditioning, Air conditioning & Heating Contractors - Residential, Hydronic Heating, Heating & Air Conditioning - Filters, Heat Exchangers, Air Quality Service, Oils - Fuel, Water Heaters - Dealers, Water Heater - Tankless, Energy Audits, Air Conditioning Repair, Air Conditioning Systems - Cleaning, Air Duct Systems, Air Sealing, Heating Equipment & Systems Cleaning & Repair, Humidifying Apparatus, Furnace Sales & Service, Furnace Cleaning, Boilers - Sales & Service, Air Conditioning Contractors & Systems, Boilers - Repair & Cleaning, Contractor - Home Performance, Heat Pumps, Heating Contractors, Contractor - Insulation, Water Heaters - Repairing

Address: 212 Barrett Ave, Magnolia, New Jersey, United States, 08049

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