Misrepresenting scope of work and fraudulent charges.
We first had our furnace installed, the tech was great. He told us our condensation pump was blown. Something we already knew, and was going to be replaced by the builder who renovated the house, it was a requirement to receive the Certificate of Occupency. When the sales rep came to my house he did the estimate. He was pushing for a heat pump, after I conducted my own research I found out a heat pump would be useless since most of the winter here is below 30 degrees and the heat pump **** not work below 30. He told me I needed ductwork installed (air return) and a bypass ****** to make the two zones work like two zones, which I agreed to and asked him if that was all we needed for the installation he said yes. I was made to fill out a credit application even though I was already a WellsFargo Home project cardholder. When we were writing the contract, I was never told I needed to put 10% down even though I paid for it in full, this issue was rectified. After three or four weeks we had our installation date. The employees were great. They were there all day and couldnt complete the installation that day because they did not order the appropreate wiring for the thermostat, where I had to take another day off from work to have them come back and finish the installation. I ultimately had to make the decision to be able to use my heat or use my ac. When that was taken care of I noticed we had issues with the airflow upstairs. A technician came back out to check, told us we needed all new ductwork upstairs that the registers are too low, need to be replaced, we need to have a duct installed in our hallway. Complete BS. I have an issue with cooling both zones (First and second floor) simultaneously, I didnt have that issue before we had the AC installed we told the technician who told us that and he said there is a difference between heat and AC and one **** blow harder than the other, again total BS because I put the heat on and its not blowing like it used to. I now have to micromanage my temperature settings to ensure the AC/Furnace unit is not running 24 hours a day. I finally received a phone call from the original sales rep who told me he would come out to figure out whats going on. When I received the results he informed me he made a mistake with my ductwork size and I need an additional $600 in ductwork to make the system work properly paid in cash. This should have been pointed out at the beginning and any trained expert should have known that. Now I have a system that doesnt work properly after they assured me it would. I would never have work completed by **** Trombly if I had forseen this. Then the other day I received a **** in the mail for the condensation pump. I did not authorize the pump to be replaced, nor did they even install it, in fact the sales rep was at my house while the condensation pump was being replaced. The seller of our house (***********, paid to have it replaced and I was there when his plumber replaced it, and I am sure **** would be more than willing to vouch to have it replaced. I even paid for the 2 year value service pack, and I **** not use it out of principle. They have horrible customer service, they set false expectations to a new homeowner, and gave me the runaround, I personally **** never use **** ******* again. If it were up to me, I would have removed the entire system due to the entire ordeal.
I want the ductwork corrected since that should have been covered in the scope of the original contract, but that will probably not happen. I also want the charge for a condensation pump removed since your company never installed it.
Contact Name and Title: **** *****
Contact Phone: XXX-XXX-XXXX
Contact Email: ****@billtrombly.com
Case # XXXXXXXX
*** ****** **** Road
********* NH XXXXX
5-1-14 Initial contact by the customer to address the following line items. Each item was given a service schedule date and we completed each task as promised on the assigned dates.
1: an outdoor frost free sillcock / water faucet. Scheduled and completed 5-7-14
2: LP Gas furnace Tune up (phone quote $198) Scheduled and completed 6-2-14
3: Estimate AC Scheduled and completed 5-12-14
5-7-14 We informed the customer that we perform work on a flat rate basis for service, COD, and that we have a $79 trip charge to send a technician ready to perform the work. The customer agreed to have us send a Tech to his home, was given the option to install the faucet and agreed to the cost of $276.93. At completion of the job the customer did not have the funds to pay for the completed work.
However, the customer did want to add Central AC and was scheduled for an estimate. Since we had work scheduled for the estimate we were able to arrange a finance option with our vendor Wells Fargo which would cover this repair cost plus the new AC system.
5-12-14 Our salesman **** showed up as promised, quoted and sold the AC system. He made the arrangements to include the service work and the AC installation on the Wells Fargo line of credit. We scheduled the AC installation for 6-4-14
6-2-14 We performed the 1'st of 2 LP gas furnace tune ups as promised and scheduled from our original contact on 5-1-14. Again this cost was added to the Wells Fargo finance amount. During the tune up the technician noted that the condensate pump was non-functional / non - repairable. We offered to install a new pump for the customer for $134.70 which was declined by the customer.
Please Note: This was a new pump but it was definitely not working at the time of the furnace tune up. The pump failed because whoever installed the original pump did not take out the packaging material inside the pump that was to protect the "Float switch" from being damaged during shipping. Unfortunately the pump did need to be replaced.
6-4-14 our install team arrived to install the central AC system. During the installation process we found 2 items that were not in the scope of our job but needed to be addressed.
1) The thermostats did not have the correct low voltage wires which required us to schedule a return visit to pull new wires. We identified the wire issue and scheduled the additional wire installation. While we apologized to the customer for this minor inconvenience, we completed the work in a timely fashion on a follow up visit at no cost to the customer.
2) The Condensate pump that we identified as being non -functional prior to the installation at during our furnace tune up on 6-2-14 still needed to be addressed. **** ***** our sales manager stopped by the job reviewed the pump situation with the customer and explained how his newly installed pump died prematurely. With our technician on site, we showed the customer the "packing material" inside the dead pump and explained that because it was not removed the pump ended up stuck in the "on" position and burnt out the pump by running 24/7. We looked up the quote from our prior service call which gave the cost of $134.70 to replace the pump. The customer gave me the verbal OK to go ahead to replace the pump and I instructed my install team to complete the installation. The pump was required to evacuate the water from the crawl space / basement for health safety and code requirements.
In regards to air flow with in the home it needs to be noted that this home was recently renovated with in the past year and had a brand new furnace and duct system installed by another vendor. The duct system was installed in a fairly tight crawl space and should have been installed to meet today's industry standards. We made some minor changes to improve some deficiencies in the duct system that we could identify during our estimate which included adding return air and a by-pass ****** that were not but should have been included in the original duct installation completed by another contractor. Unfortunately there is a significant amount of "Flexible duct" that can add 'resistance' to a duct system that is beyond our control.
After the job was completed the customer noted that the air flow is less now than it was before the AC installation. That is normal considering the fact that there is now an AC coil in the duct system that adds resistance of airflow thru the home. We added the bypass ****** and extra return air to the system as an industry standard practice to augment the effects of adding an AC Coil (resistance) to the air system.
With consideration to the airflow concern we did re-examine the original duct design flaw and identified a way to modify the duct work to improve the air flow. We provided a quote for $600 to isolate the 2 zones from the main supply plenum which was not completed by the original duct installation team. The customer declined the offer to complete this modification.
As the former recipient of the BBB "Torch Awards " for business ethics, we are confident that we have done everything possible to provide the best installation possible in any given situation and address our customer's needs. We have completed our installation in a professional manor and are willing to work with Mr. ***** and address any additional concerns. It is unfortunate that Mr. ***** chose to send a complaint to the BBB rather than call our company to refute the charge or express his concerns about the job. We would be happy to work out any issues directly with the consumer, or thru the BBB.
**** Trombly Plumbing, Heating & Cooling.
** ***** ******
Manchester NH XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
While I accept the company acknowledged my complaint with the BBB, I believe Mr. *****'s response is pure PR damage control. I have absolutely no complaint against the installation of the water spigot or the furnace. Both technicians were pleasant and professional, and I am appreciative to have those services rolled into my purchase price of my AC. When **** came to do the estimate, I advised him of my need for the radio controlled thermostat (due to my job for product knowledge), and even looked at the wiring and thermostats and said it would be done no problem, which should have been on the scope of work. This is also when ****, should have noticed the incorrect ductwork required for optimum airflow. He opened up my furnace, and pulled back the insulation on most of the ducts leading from the furnace. Doing this, there was no way he did not notice the additional ductwork needed. He reassured me the price I was quoted was the price for EVERYTHING including ALL of the ductwork and ALL of the wiring. The technicians who came to install the AC were fabulous, and advised me no one ordered the correct wiring, which I had to take another day off of work to allow the electricians in my home. On my first installation date Mr. ***** did come to my home, and advised me of what was going on with the condensate pump, and I believe something with airflow. I was extremely distracted, answering phone calls and emails for work while I was taking my dog out to use the bathroom. If there was a miscommunication in to give the okay that would be on my part, but he should have had me sign something. Shortly after Mr. ***** left, the builder stopped by and we discussed the condensate pump. He informed me his plumber **** be stopping by to replace. I advised the install team who tied the discharge tubes in a knot. The company added the bypass ****** and extra return air to the system to augment the effects of adding an AC Coil (resistance) to the air system; this should have resolved my airflow issues since we were adding AC. Before the installation (even with the "considerable amount" of flex ductwork) my airflow was adequate. The day they gave us the $600 quote, the builder's plumber was replacing the damaged condensate pump, not **** Trombly. He installed an EverBuilt model #EB-Pump. When I returned home I was told by my spouse that the person who gave us the quote, told us upstairs is not cooling because we needed to replace brand new ductwork upstairs, reposition every register, and install new ductwork in the hallway and bathroom. He also stated the entire house needed to be re-insulated. There is eighteen inches of insulation in the attic, as well as the entire house has been re insulated, and we have energy efficient windows. The quote also stated cash only, that's absolutely ridiculous.
The reason I complained to the BBB is because of the constant miscommunication between the office and their workers. I never stated the installation was not completed in a professional manor; I am talking about what happened before, and what happened afterwards. I did call the company to refute the charges, and I was told the company said it was installed, essentially calling me a liar. Your office worker was rude. I hung up on her because I was busy working, and immediately called me back and completely changed her tone while leaving a voicemail. You are more than welcome to come and verify I do not have a condensate pump installed by your company, but it **** be on your dime, and on a Sunday, the only day I have off. Ever since the installation my ductwork has been sweating, dripping mind you. I am dealing with another contractor. Honestly, the way the company has handled this, I **** most likely forfeit the warranty and never deal with this company again. If I could, I would rip out the entire system and drop it off at the office and get my money back.
Final Business Response
Mr. ***** I apologize for not meeting your expectations for your ac installation. I assure you that **** *****'s response wasnt pure pr or damage control. His letter was trying to explain our understanding of what went on. As far as the condensate pump goes, its is our position that we did replace the pump with your permission. I have talked with both **** & the tech. they confirm it was replaced. I also have invoices from my vendor confirming we purchased it for your job. I believe after you talked w/ **** that you may have talked to the old owner and were told they would take care of it but that wasnt passed ** to us. As you said "i was extremely distracted answering phone calls &emails for work and taking my dog out to use the bathroom" I believe the old owner replaced the pump but they replaced the one we installed. i do agree with you that we should have had you sign a "change order" to replace the pump so because we didnt I **** credit inv XXXXX for $134.70. As **** stated in his letter the duct work in you house was recently installed by another company. Our comfort advisor **** made recommendations to modify the duct work that he could see needed to be done. Unfortunately after the ac system was installed there was a significant amount resistance due to the amount of "flexible duct" that was installed by another vendor. We provided a quote for $600 to solve this problem. Yes **** wrote "cash" which in his mind meant cash, check or credit card. I just meant it could not be added to the wells fargo financing amount. i apologize for the misunderstanding. As you stated in your letter you are having another company take care of the duct repairs. When you have these repairs completed and if they are completed correctly they should resolve your sweating problem. Again I apologize for not meeting your expectations. **** **********., President