Yost and Campbell Heating & A/C

I would like to proceed with whatever actions that can be taken within the purview of the Revdex.com.

Review: We had a gas steam boiler installed with a one year guarantee which expired December *,2012. In the early Spring of 2013, we noticed rusting and water around 1 of the return pipe fittings. We did not call [redacted] and [redacted] until we noticed the rusting and water leak had spread to several more fittings-Aug 2013.[redacted] and [redacted] wanted $150 fee to come look at the problem. We were able to negotiate someone coming to look at it without the fee. The person who came out stated it that if it was old pipe and not the new install we would have to pay $150 an hour plus cost of materials and tax. I immediately made him aware that the footprint of the old boiler was where the new pipe was so it could not be old pipe. The service man said he would relay this info back to the office. After some calls and emails, [redacted]), looked at the pipes and stated someone from the office would call to arrange repairing the pipes early the next week (no mention of fee was made). No one called and eventually after our calls and emails- I received a response stating someone will come out to repair at the cost stated previously. Realizing that the heat season was approaching and repair needed to be done we negotiated $95 hourly fee plus tax and materials. We reluctantly agreed because the work needed to be done even though we feel it was a faulty installation to begin with. Another service man came to inspect the job- I asked him at the most how long it would take to repair and materials cost-he said at most 3 hours and $50 for materials. Another repairman came on 9-**-2013 to perform the replacement of the pipes. The cost came out to $567.95 much more than the $350 estimated cost. On 10-**-2013, we sent an email to [redacted] expressing our disappointment that we had to pay for the faulty installation and Y&C not standing by their work. We asked that the repair fee be waived. We also asked for a prompt response. We did not receive any communication until 12-**-13 when a request for payment was made.Desired Settlement: A response to our emails regarding waiving the fee of the pipe re-installation.

Business

Response:

The pipes that were leaking were existing pipes that were not touched when the installation was done. We would never charge someone to fix leaks on piping we just installed recently. The customer is correct that we did give her a discounted hourly rate of $95 per hour plus material. Although I don't have proof I believe her when she was told no more than three hours. The job was more difficult than the technician who looked at the job thought but since she was told 3 hours I think that its fair to cap it at that amount.

Since the customer agreed to do the work before we started I would be will to accept a payment of $350 and consider the bill settled.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Please view attached pictures. As stated in our original complaint -the piping had to be new because the old boiler took up the space where the new piping currently stands. The bottom faucet was new both with the first Y&C install and subsequent repair. I don't think old piping would have been reused for just 1-2 feet of pipe when all other piping was new.

Sincerely,

Business

Response:

As noted in the original complaint, an hourly rate and amount of material had been agreed to. The service order was signed after completion but now the terms are not being honored.

I did not receive the attachment but the piping that was repaired was part of the existing pipe.

Review: On September [redacted], 2013, I signed a contract with Yost and Campbell for the removal of an existing oil fired boiler that heated my house and its replacement with a gas fired boiler. The new boiler was installed on November **, 2013. We immediately noticed that about one third of the radiators in our home were not getting any steam. After several service calls by Yost and Campbell, a field tech explained to us that the existing gas line which had supplied the kitchen stove and a hot water heater, was of an insufficient diameter to supply sufficient gas to allow the boiler to operate at full capacity. I was told that Yost and Campbell techs would need to return to my home to install a larger gas line and on that same day a Town of Mamaroneck building inspector would do a final inspection. The line was installed but not hooked up and the Town inspection was done on December [redacted], 2013. At that days's end I found out that the larger gas line would not be hooked up until ConEd received documentation from Yost and Campbell and set up an appointment for their own inspection and installation of a larger gas meter. On December [redacted], 2013, the Installation Coordinator at Yost and [redacted], told me that all the required documentation had been sent to ConEd.

On January **, 2014 I received an e-mail from [redacted], requesting a payment of the balance for the job and also a set of dates to set up an appointment with ConEd. At that time I respectfully emailed back that I was unwilling to pay the balance until I had heat to my entire house. I did make the offer to escrow the money with a mutually acceptable attorney but I have heard nothing back from Yost and Campbell since.

On January **, 2014 I contacted the ConEd District 5 office that serves my area. They told me that they have an open file but never received supporting documentation including a so called Town of Mamaroneck issued "blue card" from Yost and Campbell. I contacted the Town of Mamaroneck Building Department on the same day. They informed me that they had a confirmed fax of the Certificate of Approval (Blue Card) sent to Yost and Campbell on January **, 2014, but that Y and C never signed and returned it. I was faxed a copy of the as yet incomplete Blue Card by the building department. I left a message for Owner, [redacted] at Y & C which at this point he has not returned.Desired Settlement: My family and I have so far suffered through one of the coldest winters in recent history with marginal heating. I don't understand why they misled us on several occasions regarding both the permit status and the actual need for a bigger gas line which I only found out incidentally from a service tech at my home.

I am concerned that they intend to delay ConEd until spring, at which time it may be more difficult to prove that there is a possible inadequacy in either the boiler or the installation.

I also believe that the inadequacies of the boiler, for whatever the reasons, have resulted in my use of considerably larger amounts of gas.

Business

Response:

The business has responded with the statement below:

"We submitted a work request with Con Edison in October and received notice that the gas line coming into the house from the street was large enough to handle the Gas Fired Steam Boiler. The homeowner wanted things expedited so that he would not have to fill up his oil tank again so on November [redacted] we installed the boiler. The unit was not firing properly when first installed.

We sent a few service technicians to the home and although the home was getting heat it wasn't running as well as it should be. On November [redacted] One of the technicians determined that we should use a larger gas pipe going to the boiler area. We offered November [redacted] and a few days after to fix the issue but the homeowner couldn't do it. It was decided that the work would be done the same day the inspection was completed which was December [redacted].

The inspector passed the inspection noting that the job was installed perfectly to code with all proper safeties.

Since December [redacted] we have not received one phone call in regard to poor heat in his home. I am certain that if he and his family were "suffering" in their home due to poor heat we would have rightfully heard from him every day.

Even though he has not abided by the terms of the contract we have still scheduled the Con Edison Final inspection which will close out the job within the 140 Days which by Con Edison's standard is the normal time it takes to complete an Oil to Gas Conversion. Yost & Campbell is concerned that the homeowner is using the issue that has been fixed months ago as a reason to avoid paying the balance."

-----Original Message-----

From: [redacted]

Sent: Wednesday, February **, 2014 1:38 PM

To: [redacted]

Subject: FW: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Please read attached.

(Please let the Revdex.com know the outcome of this meeting.)

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The business has responded. Please read below:

We were able to resolve the situation yesterday and settled for $4310.00 which [redacted] paid.

Please advise if you need anything further and if this case is now considered closed.

You were very helpful yesterday and I really do appreciate it

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I am sorry to express my disappointment at Revdex.com's lack of involvement with my complaint as we were trying to reach a settlement. 2 emails and a voicemail I left in the span of the last 2 - and most important business days - leading up to this final agreement were ignored. Were it not for [redacted]at Westchester.gov, I do not believe we would not have arrived at a satisfactory conclusion.

I now fully understand that Revdex.com exists only to serve the interests of its members and is not a forum for a reasonable airing of a legitimate grievance.

Sincerely,

Review: I have been with Yost & Campbell since 2005. I pay every year for a Service/Maintenance Contract, however receiving the annual cleaning and maintenance service that is a key benefit of the contract, and advertised as such, has been very problematic. For the third year in a row, the company has been unable to fulfill the scheduled service appointment. Since they perform this service in the winter, and since the winter is a busy time for the company, their claim every time they do not show up (after I spend a day away from my professional job to wait for them) is that they had to service more critical or urgent issues. While I appreciate this, and then try to re-schedule, that does not work either! Two years ago, I made three appointments, and never got the service. It is immensely frustrating. Today after yet another case of no service yesterday, the point they made when I tried to re-schedule early this morning for today (as instructed to do by the company last night, with assurances they would fit me in this morning) was that they could not "same day" schedule me because they must reserve enough drivers for emergency calls that MIGHT come in. They offered to try and schedule me tomorrow, but I leave for the Christmas holiday with family tomorrow, and really wanted this service before I left. One year, they promised to schedule me in the next calendar year in January, and then treated that as my following year service appointment, so I could not get a service visit the following fall. They offered this option again this time, but I do not trust that they will not pull the same fraudulent scheme, essentially providing one visit for what should be two visits.Desired Settlement: I would like Y&C to offer me a service visit after I return from holiday; and, if it falls in Jan., I want assurance IN WRITING that this will count as my 2013 service visit, and that I will be offered my usual maintenance visit in the fall of 2014 as part of that year's contract. I want it in writing because when this was mis-managed last time, I spent a great deal of time arguing on the phone with the "customer service" rep to no avail. She simply would not honor what had been promised orally

Business

Response:

The business has responded. Please find response below:

In response to [redacted] complaint I will be more than happy to offer a service visit in order to inspect her unit as her nearest convenience. This visit will be for the 2013 Contract.

The 2014 Visit for the heating inspection will be done in the late Summer or fall.

Review: We contracted Yost and Campbell to convert our heating system from oil to gas. The property at [redacted] has six (6) apartments that are occupied by persons who are low income, elderly and one tenant has a new born child. The process began in June 2015 when I received a communication from [redacted] to initiate the conversion process. I also received communication from Yost and Campbell that the conversion would start between 9/*/15 and 9/**/15 and would be completed relatively soon after. Since then we have received various communications from Yost and Campbell but the work is still unfinished. In addition, Yost and Campbell indicated there was a inspection to be conducted on 12/**/15 that would be one of the last steps for completion of the total conversion. This meeting never occurred and our building manager was waiting at our property to let Yost and Campbell in the building but no ever arrived. We sent a communication 12/**/15 inquiring about when the job would be completed but to date no one from Yost and Campbell has responded. Fortunately, the weather has not been severely cold but it will get cold. Our tenants include a new born baby and elderly tenants whose health will be affected if they do not have adequate heat.Desired Settlement: Yost and Campbell needs to complete the oil to gas conversion with all associated additions needed to gas piping, Gas Authorizations, Final Inspection and any other required action, ASAP (ideally no later than 12/**/15).

Business

Response:

Unfortunately the oil to gas process is a long one. I completely understand [redacted] frustration we have spoken to [redacted] about the length of the process and we have also made some changes internally to make this type of job easier on the homeowner.At this point we are just waiting on [redacted] to give us a date to do the turn on/off this will complete the job. We are calling them on a daily basis to see if we can get something scheduled very quickly. We also are trying to set a date with [redacted] in order to check the existing gas lines.

Review: Called Y&C on Sat 4/** saying [redacted] shutoff gas to my [redacted] XR80 heater because gas valve was leaking gas. Was told by [redacted], on the phone, that it would be $175+tax if it was a quick repair (less than 1 hour which this job was). The technician arrives knowing full well what was wrong and what heating system I had as I had stated all that on my call for service. The technician takes 5 minutes to diagnose and confirm that [redacted] was correct and says he doesn't have the part. Technician knew what was wrong and he knew the model and make of my heater before coming - why did he show up knowing full well he couldn't repair the problem without the needed part? He promptly asked me to pay $175+tax (their EMERGENCY service call fee) for the 5 MINUTES he was at my home to confirm what [redacted] has said and to write down the model of my heating unit. The technician, [redacted], said not to worry, when Y&C would come next time with the needed part they will just charge me for the part since this is a simple less than 1 hour repair. He said if he had the part he would have done it right there and then.

2 DAYS LATER, on Monday I am called during Y&C REGULAR business hours to say that they can install the part for $200. Since I already paid for the service call the first time they came, I told Y&C that the first technician told me that all I should be charged for is the part. I looked up the cost of the part and it costs $50 (online) - $70 (called my local [redacted] dealer in [redacted] - 15 minutes drive from me). Y&C said that they didn't know what the first technician said and the charge to come out and do the repair is $200. The technician arrived and made the easy repair in 30 minutes - it was just to unscrew a gas valve from the gas pipe and screw in a new gas valve (simple work). The work was made even simpler because [redacted] already unscrewed all the pipes when they were checking for the gas leak.Desired Settlement: As the first technician ([redacted]) explained to me and what the initial call customer service rep ([redacted]) explained: since Y&C fixed my heating system in UNDER 1 HOUR and DURING REGULAR HOURS, I agree to pay their REGULAR CALL RATE of $145+tax (NOT THE EMERGENCY CALL RATE) and the part cost of $60+tax (mid-point between $50-$70; will gladly provide proof of part cost if necessary). So I agree to pay roughly $205+tax for this repair.

I would like the rest of the charges refunded back to my credit card.

Consumer

Response:

At this time, I have not been contacted by Yost and Campbell Heating & A/C regarding complaint ID [redacted].Sincerely,[redacted]

Review: We signed a contract to have a generator installed in December 2012. The generator was installed and turned on in September 2013. However, Yost and Campbell never completed the inspection with the town and with [redacted] and in June 2015, [redacted] came and placed a lock on the gas line servicing the generator. The situation was rectified in September 2015, but it resulted in us losing use of a fully-paid-for generator for 3 months. We are asking Yost and Campbell to waive the $500 balance on our account for this project to compensate for the loss (plus all the following up we did on our end to get them to finish the job they signed up to do, of which there is plenty of documentation).Desired Settlement: $500 credit on our account.

Business

Response:

Yost & Campbell Installed a 20 KW Generator on December **, 2012 and completed on December **, 2012. Per the initial contract customer received an a credit of $500.00. Gas leaks were found during an inspection on the customers existing gas line which had to be repaired. Yost and Campbell made repairs to the customers existing gas lines. The customers generator was full operational at this time as we awaited [redacted] and the building inspection. We preformed maintenance and a Tune-up on the generator at no cost to the customer on 12/*/2014. Upon Building inspection, the inspector wanted a concrete slab which is not common, but we complied at no cost to customer. [redacted] locked the gas line in error which we rectified with [redacted] as soon as we could. The fact that the customer had no use of her generator for 3 months due to [redacted] has no impact since we verified during this time the generator was not used. The customer is just refusing to pay balance with no real damage or cause.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:i disagree with the business' characterization of the events, and that our inoperarable generator (due to their incompetence) did not warrant monetary compensation. I believe that they behaved in a very unprofessional manner in fulfilling the contract and refused to compensate us monetarily for the negative effect their actions had on us.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have received a payment from [redacted] so we consider this matter closed on our end. If you have any questions please let me know. Thank you, Kevin M[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This complaint is NOT resolved -- I decided to pay what is due by our contract since the amount in dispute is not worth my time and effort to pursue further. I still believe that the business did not operate in good faith and the fact that I am the bigger person does NOT mean that I am satisfied with the outcome. In fact, they did NOTHING and did NOT attempt to resolve the conflict in any way.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

I asked Yost and Campbell to send someone to check out our radiators since there seemed to be more noise and a lot more steam coming out of them since the cold weather hit NYC in earnest. I questioned whether their installation of a new burner in the fall could have been the cause. Instead of dismissing my concerns, they arranged to send someone at my convenience to check what was going on.

The service man Anthony, arrived on time and took time to go up and down 2 flights of stairs to check things out, explained something of how the system worked and why the noise, answered my questions all while he made adjustments that improved things. He was articulate, gracious and professional. Thanks you Anthony and Yost and Campbell to have the good sense to have you on board.

My thermostat stopped working. No heat! I have been a Y and C customer for some time. I am member of their Comfort Club (contract) which is supposed to help me get priority service when needed. I called for service at 7:30 am on 2/**. Information taken by an operator. No further contact. I called later and learned that a technician would come to my home between 1-6 pm. If I did not call back I would have never found out about the 1-6 window. At 3 pm a Y and C representative called to say that they have not forgotten me and the man would be here! Meanwhile I had to bypass the wires to get heat from the boiler. The representative of Yost and Cambell NEVER SHOWED UP. So much for priority service! A message was left for the owner about this disappointing situation and poor performance.

Review: I renewed my contract with Yost and Campbell in October, 2014. My HVAC equipment was old and needed to be replaced. They came to discuss an estimate December *, 2014. I called them for weeks asking for this estimate, and they did not deliver. They kept promising to get back to me the next day, and I never heard from them. This was also a time-sensitive issue, as the equipment was for my heater and winter was approaching. Finally, I ended up having to contact and use another company, despite the fact that I am paying for a contract with Yost and Campbell. Another very frustrating situation was the fact that the coils in my equipment were dirty, something that Yost and Campbell should have cleaned as part of my contract and that did not happen. I still do not have the right equipment as the new company is installing it next week, February ** or **, 2015, and it is a very cold winter. I have a picture of the dirty coils, if that would be helpful.Desired Settlement: I would like a refund of the yearly service charge that I paid them in October of $390.04. Not only did I pay them money for services I did not receive, but I am in the process of paying another company for the work that Yost and Campbell should have done.