Wade Heating & Cooling

Review: I contacted Wade Heating and Cooling to perform some duct work alteration. John quoted me a price of $627.00 to install new duct work which was (4) 90 degree elbows and (2) 6 inch oval straight runs of duct work. I was told that I was paying for (1) installer (4) hours of labor, the duct work and $40 charge for truck to come out (fuel). I agreed with the quote and set a date to perform the work. (October 7, 2016) I never received any invoice or paperwork for the job. The day came and a crew of (2) guys showed up with a truck. They arrived at 8:30am and completed the job by 9:30am, (1) hours worth of work. Before I paid I asked if there was an invoice, the guy said I would get one in the mail. I paid them and called John to ask about the 4 hours I was charged for the job. I left a message on his cell phone and stated they were only here an hour could he adjust the price I was quoted. I did not hear back from him. I called the office on October 10th and explained the situation to the secretary and requested an invoice. She stated she would return my call and I never heard back again. I called again on October 12 and talked to another secretary who stated she would find out what the problem was. I did get a call back this time and was told that they would refund me $50.00. I once again explained that I wanted an invoice for the job to see what I actually paid for. I asked what the hourly rate of an installer was for duct work and she could not answer me. I explained that I was billed for (4) hours of labor and it only took (1) hour for the job to be completed. I said please send me an invoice and she stated she would have it out to me. I have never received any invoice from them. I have no idea what I paid for?Desired Settlement: I would like an invoice stating what I paid for and a refund for the amount I was over charged for the job.

Consumer

Response:

From: [redacted]Date: Mon, Oct 24, 2016 at 3:55 PMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #[redacted].To: Revdex.com <i[redacted]This issue has been resolved, you can close the case, thank you for your time![redacted]

Review: Wade was responsible for my a/c unit for 1 year after installation. I moved into a newly constructed home in December 2013 . The first time I used the ac (obviously summer 2014) it blew warm air. Wade came (7/3/14) technician "Anthony" out added coolant and told me they put in a dye stick and would return to check if a leak existed. I asked when they would return and was told it takes months for the dye to go through the system. They never returned, summer 2015 same thing. It's blowing warm air. A really nice technician came and said there had not been a dye stick placed the prior year, so he put in one added more coolant and documented that this is still under warranty since its been a problem since the installation. Now 2016 again, only warm air flowing. Wade again came out 5/27/16 and showed me the large leaks from the coil system. So it's been faulty equipment from the installation. Wade tech Dave said they don't service this area due to the distance but would order a new coil unit. I have never been notified if the system came in and could be installed. So I called them Friday 7 /22/16. Joannie, couldn't find my paperwork said installers were on vacation and assured me she'd call me Mondays 7/25. No call. I called AGAIN Monday Aug 1, talked with linda. After a few calls she found my papers and said they can put the unit in Monday Aug 8. Great finally!!!! But they insist I pay for coolant and service !!!!! The unit installed was faulty. All I want is to be made whole. I paid for a working ac unit. The paperwork proves the problem existed every summer due to a faulty and leaky coils. Since the unit is used seasonally , it leaks all year then they say warranty is expired. I'm requesting they replace unit, coolant and service under the warranty and provide a warranty with this install. I also request a dye stick be placed upon the new unit placement so a leak can detected in a timely manner. I'm sorry don't travel this far but they put in the ac. **Desired Settlement: Ac coils replaced, service coolant by business at no charge customer

Business

Response:

We understand Ms. [redacted]s frustration, and empathize with her situation.We would like to address this client concern by first stating some factual and background information that is pertinent to this matter.

• We did not install the Evaporator Coil that is in question.

• We also did not manufacture or purchase the Evaporator Coil in question.

• The unit was not installed “faulty.”

• Failure of the leaking coil is a manufacturing issue, and there are specific procedures that must be followed for the part to be warranted by the manufacturer.

• We are contracted by [redacted] homes to install the Outside Air Conditioning Condensing Unit and tie it to the HVAC system. The rest of the equipment and the system itself is designed and installed by others. We perform an initial startup of the furnace and air conditioning and we are responsible for the first year labor warranty of this system. After the first year labor warranty is over for these [redacted] homeowners, we do have clients who are outside of our immediate service area move do different service providers.

• Another contractor did intervened in the first year of this home which has technically voided that first year labor warranty. For that reason [redacted] Homes has paid for the service bills in 2014 and 2015.

• While this situation has been frustrating for the homeowner, we understand that the initial leak of the Evaporator Coil occurred within the first year.

• Labor warranty does not include diagnostic charges, nor does the parts warranty include incidental materials required to change out a part such as refrigerant.

We are willing to do the following for this home owner to address her concerns.

• We will replace the coil and not charge labor to do so.

• However, the customer is responsible for the diagnostic charge which includes the leak search of $94.95. She will also be responsible for the cost of the refrigerant used in this replacement. The refrigerant is Puron/R410A and we charge $45/pound. Her system will take between 4 and 6 pounds of new refrigerant for this coil replacement.

• There will be no die added to the newly installed evaporator coil. That measure is ONLY taken when a leak is suspected. Placing die into a new part is an unsound practice.

• We will offer a 30 day labor warranty on this installation. After this period, the homeowner will be free to find another contractor who works in closer proximity to her residence. Any other contractor will be able to uphold the existing parts warranty on the other components of her HVAC system.

We hope that this resolution is acceptable to Ms. [redacted] She should contact us at her earliest convenience to schedule this Evaporator Coil replacement. The original opening int he schedule is likely now booked.

Consumer

Response:

From: [redacted]Date: Mon, Aug 8, 2016 at 10:40 AMSubject: complaint # [redacted]Cc: "[redacted]

Sorry I had difficulty adding this info to the response of the above complaint. Co # [redacted] I am dealing with [redacted] if that helps get this to the correct person. ** I appreciate the communication from Wade heating and cooling but for the following reasons I am rejecting the offer and providing info and outline an acceptable offer. My bonder builder warranty ( pg 10 # 11 “ cooling system”) states “ one year of coolant system free of leaks…..the coolant system shall be capable of maintaining summer design conditions as specifies in ASHRAE” Wade contracted with Maronda to warranty the coolant system for the first year. Even though Wade did not install all of the system , they legally accepted the responsibility to warranty the system for the first year. As per Wades response to the Revdex.com , ( 8/2/16) bulletin point, ( I’ll call # 7), Wade states : “ we understand the leak of the evaporator coil occurred within the first year” I moved in December 2013… the first system failure occurred July, 2014. Within the first year. The Wade technician added 3lbs of refrigerant, told me that a dye stick was added and they would return to diagnose the problem. When I asked when someone would return …. “later , it takes month for this to run through the system”. No one returned or called to follow up. The system failed again the next year 2015. Wade performed another service call . an extrememly “professional “ technician informed me no dye stick was added because some tag needed to place on the unit and some other way of proving it via viewing it by black light or some special light to see a leak. He added a dye stick , coolant and wrote it up as a continuing problem , occurring, in the first year and full warranty would be continued. He was wonderful and I believe his title superseded a technician. May 2016 again, the system provided no cooling and again did not fulfill the warranty outlined in my #1. (above). Wade performed a service call MAY, 2016, identified a leak on indoor coil, stating “ must return to replace coil” and added 3 lbs of refrigerant. The technician showed me with the special light where the leak was and to me it was a large area that illuminated, I would have to believe it was a relatively fast leak. My layperson opinion only. He said a new coil would be ordered and warranted. He also stated Wade does not service this area due to the far distance. I received no farther communication from Wade until I contacted them in july and august , as outlined in my complaint. Wade stated in your Revdex.com response ( I’ll call bullet point #6 ), “ Maronda has been paying you for these services in 2014 and 2015. “ 2014 was under the one year warranty. I wonder if you meant 2015 and the most recent May 2016, as I have never been billed or paid for anything to date. I will accept the following: Your offer #1. Wade cooling/ heating will replace the leaking evaporator coil , ( with a new evaporator coil ) and no charge to customer Wade will provide a service call to replace the coil,, add appropriate refrigerant ( 4-6 lbs as stated ) per system requirements and perform any other services to ensure a/c system is free of leaks and up to accredited codes. with no charge to the customer. Wade will provide a one year warranty , as per original agreement, to start the date of completion of above work and ending one year from that date. Customer will accept no dye stick be placed. Customer will take responsibility of system after the system has been defect free for one year. I appreciate the 30 day warranty you offered , however , it is evident 30 days is not adequate time for a leak to occur and the system become symptomatic and become ‘non cooling. This is proven by the fact that May 7th 2016 the leak was visually identified,, coolant added and the system is still producing cool air as of Aug. 8 2016, even in this extremely hot , humid summer of 2016.---- it’s been 3 months ,with an identified leak and it’s still cooling… so one year seems to be a more accurate and realistic time frame to assess the system. It appears the documentation and communication of this ongoing problem has been between Maronda and Wade.With the positive ongoing business relationship between Maronda and Wade I feel confident the above can be agreed and the new coil unit be performed asap. I request Wade contact me accept the above and contact me to set up an appt asap. Who knows how long till all the coolant leaks and I have no a/c. I have been hospitalized and had recent surgery so I’d like to have this taken care of. My MD requests I am in a low stress atmosphere. Thank you in advance[redacted] ( old e-mail associated with this complaint [redacted] but I don’t get all messages from the [redacted]

Review: On 8/20/16, I noticed that my air conditioning was not working. I called Wade Heating and Cooling to see if they could come over to check on it.

The service man came at 7:30 PM, and a start time is written of 6:15. He was here for ten minutes, sprayed by air conditioner with my garden house and told me it was fixed. Now, it's still not working, and I do not wish to pay for a service that didn't help the problem.Desired Settlement: Refund

Business

Response:

We understand Ms. [redacted]' complaint. While this can certainly be frustrating for the customer we wish to offer factual information of what specifically was done at her home along with a resolution.Our technician was on site longer than ten minutes and we have GPS reports that confirm this. Because the system was found with a clogged filter and a clogged condenser coil, our Technician performed Air Conditioning Maintenance which included cleaning the outdoor condensing unit and spraying it off with water from the clients hose among several other steps. After the filter was changed and the maintenance was performed, the system was tested. A change in temperature was recorded of 18.5 degrees Fahrenheit which is good performance. (71.5 degrees supply and 53 degrees at the return). Given the performance issue seemed to be addressed at this point, and the system was functioning, it would not be logical or ethical to pursue other problems with her system. Given that her system is currently malfunctioning, the logical step would be for us to take a look at the system and see what other problem may exist. We offered to do this at no charge, but this customer has chosen to have another business address her concerns. We stand behind the $94.95 diagnostic charge after hours and on a Saturday evening and the performance of maintenance at a charge of $139.00 to initially address the problems with this AC system. Additionally, we can verify the fact that our technician was on site longer than "10 minutes" with factual based GPS reporting.Strictly in interest of ending ongoing frustration, we are refunding her money and marking her address as "do not service" for future dealings. We trust this should address this matter, and wish her well with her future HVAC concerns.She paid by credit card. We will refund this service call with check #[redacted] which will leave our office by mail today.

Review: Called for 24 hr emergency service and was told they couldn't be there till morning , called a friend that did hvac ,he repaced flame sensor , and computer board , that did not fix the problem , he said the only thing it could be ( the only thing left ) was the smart gas valve ,he could not replace it he had to go to work he got a price on the valve and told me were to get it but I had to work and I would rather have a pro install it,So I called wade back since it was daylight I figured they would come I told the receptionist that everything was replaced and the only thing left was the smart valve (pro hvac guy said ) I told her I have the part number and she said he would have to come see it. A service tec came and five minutes latter said its the smart valve . (then they billed me 100$ for that) then on the bill they marked the valve up 150$ over cost I understand they have to make money but 100 for telling what I said I wanted replaced? and marking up a valve that much is robbery.Desired Settlement: Refund amount 100$ for diagnostic that had already taken place ,I didn't need it I just wanted a valve replaced .the crazy mark up on the valve is just the way this company must do business and I learned not to use them again .But I shouldn't have to pay for something I already had done and I didn't want.

Business

Response:

Dear Revdex.com,

In response to Mr. [redacted] letter we wish to clarify the following:

Mr. [redacted] was charged a diagnostic trip charge of $94.95. He is correct in saying that our administrative professional told him that we would have to come out and see the furnace. This charge includes the travel time to the customer location and proper diagnosis of the problem. We will not do a service call without this charge and advise our customers of this.

We understand that it may have been frustrating to be correct and still have to pay what he feels is only a Diagnosis, but truly there are more than three working parts in his furnace, and we are not in the business of simply changing parts. There is a possibility that there could have been other problems.

We use standard flat-rate pricing for most repairs. This takes into account our travel to obtain the part, which took one hour of transportation. It also takes into account the labor to install the part and covers the warranty on the part for a period of 1 year along with 30 days of labor.

Unfortunately, Mr. [redacted] had his friend change parts to no avail. It is likely that he will not realize any further warranty on those other parts and their proper operation once installed. Further they will not be able to be returned, yet they did not solve the problem. Our repair is covered by warranty as mentioned before.

Our rates take into account not only an hourly pay rate and benefits of our Nate Certified Technicians, but also the cost of operating a professional fleet of vehicles, our Liability Insurance that stands behind our work for customer ease of mind, and all other costs associated with running a professional service company.

We did nothing to mislead Mr. [redacted] and regret that he had other expenses with his friend who first changed two other parts.

We stand behind our diagnostic charge and the price paid to replace his part. We are not willing to make any accommodations at this time.

Vice President

Wade Heating and Cooling, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.