ComplaintsforVanderford Air & Plumbing

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On, November 25, 2022, Vanderford Air technician Derrick arrived for annual heating HVAC system maintenance. Derrick stepped on a water pipe in my attic, causing water to flood my home. Reported incident to Vanderford Air who agreed to cover the costs of repairs for water damage to my home. The company did not fulfill their promise. They did not hire a professional water damage restoration company to immediately remove flooded carpet, identify water damage in the hallway, guest bathroom, dining room, attic, insulation, ceiling, etc. Vanderford Air acknowledged that the flooding of my home was their fault. They refuse to hire a professional water damage restoration company or agree to pay for a professional water damage restoration company who could remove damp carpet, drywall, tile, etc to prevent mold from forming. I am requesting that Robert Vanderford, owner of Vanderford Air, pay to me monetary damages for water damage and water damage restoration to my home, furniture, carpet, my loss of income, etc.

  

  Business response

  12/06/2022

  Myself and Service Manager have tried to speak with Clarissa ******* just yesterday to try and finalize this incident and come to a conclusion.  But she will not listen, or allow the final steps to take place.  Instead she talks over you on the phone and hangs up before any type of resolution is met.  Very hard to get resolution on any incident when the home owner can not have a conversation.  But here is what has happened in detail.  These are facts that can be backed up with photos and multiple witnesses.  At the end of this statement there will the options to conclude and resolve the incident.

  During a service visit on Friday November 25th, our service technician Derrick ******** stepped on a 1/2" water line in the attic and cracked it.  He had the water to the house turned off within 5-10 minutes.  Water had gone on the sheetrock ceiling around the pipe.  Derrick removed all of the wet insulation and bagged it for trash immediately after turning off water.  Derrick then used his vacuum and sucked all of the water from on top of the sheetrock in the attic.  Water leaked on the carpet below from the A/C vent openings in the ceiling.  The A/C vent openings are just a couple feet away from the cracked pipe, and the path of least resistance.  After the wet insulation was removed and any remaining water was sucked up by a vacuum, the sheetrock ceiling was relatively dry.  Our plumber was dispatched within the hour to fix the pipe.  The plumber was also there to witness that all of this work to remove the water immediately from the ceiling was performed.  The plumber left a fan at the home to help with the drying process on Friday.  Clarissa ******* was told about this work and that we will let the ceiling dry for at least a week, and then we can address adding new insulation.  Derrick also promised to return next day with a carpet cleaning machine to vacuum all remaining water from the carpet.  Saturday November 26th, our service manager Dan Fry called Clarrissa to inform her that Derrick will be there with a carpet cleaner that day and look at everything from overnight.  Derrick arrived at Clarissa's home with a Rug Doctor, and removed all water from the carpet.  He brought a 2nd fan with him after cleaning carpet.  So there was two fans left blowing air across the cleaned carpet.  Derrick then went into the attic and checked on the ceiling.  The sheetrock was now dry and not wet.  He took pictures of everything while there on Friday, Saturday, and Monday.  The carpet at this time on Saturday after cleaning was just damp, with 2 fans blowing air across(provide by Vanderford Air), until Monday November 28th.  Derrick now returned on Monday November 28th to check on carpet and home.  The carpet was mostly dry at this point, lightly damp.  Derrick had his shoes off and was wearing socks.  His socks did not get wet.  He doubled checked on the sheetrock.  It was now dry.  It had a light stain on the ceiling, and Derrick took pictures of everything once again.  At this point he discussed returning after a week.  We would bring a manager and a contractor to finish any work that would be needed to finish.  Examples would be painting and sealing sheetrock, and replacing the insulation.  All water was removed properly and immediately.  No sheetrock was damaged, or broken.  The water went through the A/C vent openings in the sheetrock.  And was removed and vacuumed immediately.

  So here are the options available to Clarissa *******.  One, we return with a contractor and complete the following:  paint and seal sheetrock, install new insulation that was removed, and have carpets cleaned after everything has been dry for over a week.  Or Two, we have our insurance contact her and have an adjuster come out to review everything above.  She can pick.  If she would actually have a proper conversation this would have already happened.

   

  Customer response

  12/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I reject the response from Vanderford Air & Plumbing, Inc.  Vanderford Air & Plumbing is not telling the truth about communications between myself and Dan, Jeremy, and Robert Vanderford.  Jeremy alleges that I talked over them.  Please feel free to release all recordings of our telephone conversations to prove your allegation.  I would love to hear each and every full recording of the past conversations with Jeremy, Dan, and Robert Vanderford about the water damage Vanderford Air & Plumbing caused to my home on 11/25/22.  Vanderford Air does not specialize in water damage and restoration.  They do not possess the capabilities and qualifications to repair water damage and restoration.    
  
  As of today's date, I have not received Vanderford Air & Plumbing’s Insurance Company information.  I asked for Vanderford Air & Plumbing’s insurance information on multiple occasions.    The list of violations goes on and on.  
  
  1.  I never received an invoice from Vanderford Air for the incident that occurred on 11/25/22. 
  

  2. My home did indeed flood because the water from the broken water pipe was gushing through the attic, ceiling, and walls.  There was standing water in my home.  My tile and carpet in the hallway, guest bathroom, living room, and dining room was soaking wet with water.  Vanderford left flood water in my home.  
  

  3. Vanderford Air did not directly supervise Derrick, the technician that stepped on the water pipe in my attic causing my home to flood.  Dan appear to know the extent of the water damage to my home even through Derrick had personal knowledge of my home flooding.  Derrick even acknowledged that my home was flooding when he tried to locate the water shut-off valve for my home.  It took Derrick over 10 minutes to find the water valve and shut off the water to my home to avoid further water damage.  
  

  4. Vanderford Air knowingly and intentionally induced me to rely on their promise to repair my home and take care of the water damage to my home.  Vanderford never intended to hire a water damage repair and restoration company to repair and restore my home from the water damage they caused.  I relied on Vanderford Air's promise to take care of the water damage to my home.  Dan from Vanderford Air told me that Vanderford Air would not pay for a professional water damage restoration company to come to my home and repair the water damage and restore my home.  My home was further damaged as a result of Vanderford Air's inducement to persuade me to only rely on them for repair and restoration to my home from the water damage.
  

  5. Vanderford Air sent Derrick out to my home on 11/28/22 to assess the water damage to my home.  Derrick is not a licensed plumber.  Derrick lacks the capabilities and qualifications to properly assess water damage to my home and property.  Vanderford Air sent Derrick here as their expert even though they knew that he lacked the qualifications and capabilities to assess water damage to my home.  Vanderford Air did not attempt to send a professional water damage restoration company with the capabilities and qualifications to repair and restore my home.  Vanderford Air does not specialize in water damage and restoration.  It is not a skill listed on their website.  Vanderford Air knew that it did not possess the skills necessary to repair the water damage they caused to my home and restore my home.  
  

  6. Vanderford Air knowingly and intentionally stated incorrect facts on an invoice dated 11/28/22 pertaining to the water damage they caused to my home. 
  

  7.Vanderford Air knowingly and intentionally lied about actions that they claimed that took to remediate the water damage they caused to my home.  They never dried my carpet, ceiling, walls, etc.  They never cleaned my carpet.  The ceiling and sheetrock in my is clearly damaged and cannot simply be repainted.  The carpet was never taken up and never dried all the way.  My home is still a mess thanks to Vanderford Air.  They do not know how to this treat water damage that they caused.  They lied on the 11/28/22 invoice about everything.  It is very easy to prove that they were not truthful.  
  

  8. Vanderford Air is doing everything in their power to avoid paying for repairs from the water damage to my home and restoration for my home.  They did not and are still not complying with the Texas Administration Code statutes/rules.   
  

  
  
   

  
  

  

  Business response

  12/15/2022

  Since we have not heard back directly from Clarissa ******* after giving her options to finish repairs(on this BBB message, on the phone, and by email), we turned this matter over to our insurance company to handle last week.  We are no longer involved.  Clarissa ******* can deal directly with our insurance company.

  Customer response

  12/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  Vanderford Air intentionally and knowingly induced me into believing that they would pay for the water damage mitigation that their tech caused to my home.  My home is no longer recognizable nor comfortable to live in since Vanderford Air caused the water damage to my home.  In fact, Vanderford Air was and is content to leave my home in poor deteriorating conditions.  To be clear, Vanderford Air did violated Texas rules and regulations by not providing me with their company's insurance information, knowingly and intentionally misrepresenting the work that they did, and falsifying invoices pertaining to the water damage that they caused to my home.  Vanderford Air has yet to comply with the rules, regulations, and my requests for information that should have been furnished to me immediately upon my request and/or after they claimed that they completed a task.   They left my home in a very poor state after they caused the water damage.  Vanderford Air supervisors and the owner are completely unprofessional and refuse to accepting responsibility for their actions.  The supervisors and owner have not been truthful and forthcoming with me throughout this process.  They have yet to apologize for their conduct and apologize to me for the way that they are treating me. 

  I hope that this review helps.  

  
  
  Regards,
  
  
   

  
  

  

  Business response

  01/04/2023

  100% False Information.  Please reference our previous response with details of what actually happened, and immediate actions that happened the same day.  This claim was also turned over to our insurance company the first week of December 2022.

  Customer response

  01/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  In fact, I am insulted by their untruthfulness and falsification of documents.  This business owner, managers, and technician are not being honest.  Their actions continue to result in additional damages and claims against them.  Furthermore, I can prove that Vanderford Air is being untruthful about the so called actions that were taken after their technician stepped on a water pipe in my attic and flooded my home.  The response received from Vanderford Air’s owner, managers, and technicians show that they do not care about all the damage they caused and continue to cause from flooding mg home.  I am doing the right thing by reporting Vanderford Air’s failure to provide me with their insurance information upon my request, misrepresentation of services, falsifying documents, etc. Texas Consumers have the right to file complaints against HVAC companies on the Texas Department of Licensing and Regulation website for violations of rules and statutes.  Texas Consumers may also report plumbing businesses to the Texas State Department of Plumbing Examiners.  I do not take reporting businesses lightly.  I hope that consumers find this information helpful.  
  
  Regards,
  
  
   
  

  

  Business response

  01/30/2023

  This matter was turned over to my insurance company on 12-8-22 and a claim No. 22005050 was created.  This has been in the insurance company's hands and I am no longer involved.  All correspondence should be with the insurance company since 12-8-22.  My original response was 100% truthful and accurate to the events surrounding this claim.

  Customer response

  02/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  The owner is not being truthful about his actions and the actions of his subordinates.  It is because of Vanderford Air’s company that my house is still suffering from water damage.  Vanderford Air did not originate a complaint with their liability insurance company until December 13, 2022, almost one month later after they caused the water damage to my home.  My house is still in shambles and I have had to put my life on hold due to the games that Vanderford Air played.  They deliberately delayed any preventative actions that should have been taken to prevent further damage to my home from the busted water pipe that flooded my home.  Vanderford Air intentionally misrepresented the circumstances of the water damage they caused to my home.  Vanderford Air intentionally lied about performing any water damage mitigation to my home, which resulted in extensive damage to my home.  Vanderford Air is negligent and their actions trying to cover up the incidents are egregious.  Damages to my home continue to accrue as a result of Vanderford Air’s actions.  I will continue to press for water da age mitigation repairs to be performed and for my home to be reconstructed to my complete satisfaction.  
  
  Regard
   
  

  

  Business response

  02/15/2023

  Good afternoon,
  
  I am emailing because I keep getting sent that this complaint is not resolved.  If you read my correspondence, this was not only handled immediately but also turned over to our insurance company within a week after it was actually resolved.  This is becoming just harassment at this point.  I spoke with our insurance company just this past week, and they have been in constant contact with Clarissa *******.  She has been stringing this out and would not let the insurance company look at reported damage for weeks.  It is no longer in my hands but in the hands of my insurance company.  I also listed the claim number in my last response.  Please update this on your end, I have done everything possible except buy her a new house for 5 gallons of water that was removed immediately.  Thanks. 
  

  
  

• Initial Complaint

  07/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2016 Jan 26 - Hired Vanderford to install a new 5-ton Daikin Air Conditioner and Heater complete system. This included a ultra-violet light bacteria/mold elimination gadget. Also secured them to maintain another HVAC system (Trane 4 ton) that was installed in the same month by another provider. Paid $19,806 for goods and services on both. Maintenance agreement was to ensure proper operation of the heating and cooling year-round, including the prevention of any backup of condensation in the drainage lines.
  2016 Feb 22 - installation and corrective actions completed on both Daikin and Trane systems 2016-2022 Maintenance completed every six months: "clean drain lines, coils and fans, added pan tabs, cleared drains at termination under the sink” was the typical notation, services prepaid in 2016. Later visits produced more discrepancies: “closed off damper to office (but actually closed off living room), upstairs capacitor replaced, pressure sensor failure, system shutoff-runaway/ignored thermostat control, Trane motor blowing backward (order new part three times), primary drain line verified clear-sink plumbing backed up and not draining/overflowed into sinks-sent for (internal) plumber, drain line “spot” repair/cleared lavatory drain-cable clear lav/sink drain, plumbing diagnostic analysis, replace clean out, (multi) fixture fitting install/replace”, which we paid extra for each visit, totaling $4,154. Note: last routine visit was in January 2022, where there was no mention of cleaning the drainage lines on the receipt.
  2022 Jun 22 – My wife and I came home from helping our daughter recover from surgery, to find water dripping from our first-floor ceiling. We went upstairs to find both bath sinks overflowing and water in the cabinets below, over the floor, draining into the walls and ceiling below. We shut off the water source, and the water kept flowing. We bailed the water into the tub and went into the attic to find the HVAC systems running full speed, with the drain pans nearly full. We called Vanderford for an emergency visit. Their supervisor came out and looked at the line they installed below the sink, and said it “wasn’t our fault, your drain line is clogged beyond the sink”, and you’re going to pay for my visit, and also to have to pay us to clear your line”. At this point, we were desperate, Vanderford said they had their own plumber who could come that day and make repairs. They sent a Journeyman Plumber (there was no inspection done by a Master Plumber) We were billed $1540.20 for the two visits.
  We looked into the source of the issue and went online for an education in the system. We learned from Certified Mechanical Inspectors across the country, together with a second opinion from a Master Plumber that this installation would vert likely lead to the same result, an overflow at the sinks.  It was apparent Vanderford made two assumptions that caused the accident. First, Vanderford thought we would be flushing HVAC primary drain sewage from clogging the lines by regular bathroom use. Vanderford also connected the two units in the attic to the same drain line, making it one system. This is the guest bath, and it has been seldom used. Second, the drainage line beyond our lav sinks is made from 1½” PVC. Most homes in the last 20 years commonly use 2” lines, which would give more room for this sludge to make its way to the sewer. Without the regular bathroom use, there was no water to clear the lines regularly, allowing a continuous backup, causing the blockage that led to the overflow. In addition, at installation in 2016, we disagreed on the idea of bringing the drain into the house because the existing lines were too small. By building the primary drain line to dump into the bath p-trap instead of going outside with the pipe, Vanderford also bypassed the pan float valve cutoff, an electric switch that would have turned off the HVAC systems in the attic before overflow. We called for a Certified Plumber and had a new drain line installed to carry the dirty water from the HVAC systems directly out of the house and into a sewer line outside. This required a visit from the City Inspector, and we learned the replaced clean out and (multi) fixture fitting Vanderford installed were not done to code and had to be replaced. It was also noted that the drain line from two big HVAC units was better run outside to the sewer. We hired a Certified Plumber to make the replacements BACK to the 1½” connections (as it was before Vanderford’s plumber made the 2“ alterations).
  We contend that Vanderford has not kept up with the 2016 maintenance agreement, done unacceptable plumbing work, and has failed to ensure prevention of HVAC water damage in our home. We want Vanderford to dismiss the $1540.20 bill for trying to clean up their mess, and for Vanderford to be responsible for the cleanup of the water remediation, replacement of insulation, plasterboard, paint, cabinets, and furniture damaged in this incident.
  SINCERELY,
  **** ** ******* *** ***** ** ******

  Customer response

  07/23/2022

  Partial submittal - more pictures and paid invoices to add...

  Vanderford Air installed and warrantied an air conditioning system for our home for 12 years, parts and labor.  Guaranteed or 100% money back.  Bypassed a safety switch (float valve in drip pan) that would have prevented water from draining into our home.  HVAC primary drain overflowed into our second floor sinks and damaged cabinets, ceilings, walls, doors, floors and furniture below.  We were told "that's your problem" when we asked them to repair and replace damage.

  

  Business response

  09/08/2022

  We got a call from Gary ****** on 6-22-22, that he has water overflowing from his sink and thought it was coming from his air conditioner.  We sent our Service Manager, Dan *** to run the service call.  Upon arrival we found that the A/C condensate line was not clogged.  But that the main plumbing in the walls behind his bathroom sink was completely plugged, not allowing the sink to drain or anything going to the sink drain.  Water was overflowing out of his sink.  Dan explained that his main plumbing was clogged and that this is not an A/C related issue.  He explained that a plumber needs to be called out to run a sewer machine to unclog the main plumbing.  We offered to have one of our plumbers to come out and work on it and he agreed that this was a paid service.  Gary ****** then paid the diagnostic fee for the service call which was $89, thanked Dan for finding the issue and then scheduled our plumbers to come out.  We sent our Journeyman plumber to run the sewer machine.  Once the plumber arrived he found that a clean out would need to be installed to run the sewer machine, and that some plumbing would need to be replaced in the wall.  Gary ****** agreed to the charges and the work was performed.  His plumbing was working fine after all work performed.  Gary ****** never called the office since the work was performed.  Gary ****** paid the diagnostic charge for our service manager Dan Fry, and agreed the problem was plumbing related.  Gary ****** also agreed to pay for plumbing work that was necessary to run sewer machine and remove clogs in his main plumbing.  Vanderford Air has never previously worked on any plumbing at Gary ******** home.  We have just performed maintenance on A/C systems, and we are not responsible for his main plumbing.  Gary ****** agreed to pay and have sewer machine and plumbing work completed to remove clog.  He is responsible for payment.  Vanderford Air is not responsible for any damage.

  Customer response

  09/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Work done by Vanderford Air and Plumbing was not done to Code and had to be replaced.  Original HVAC installation was faulty and bypassed manufacturer's emergency shutoff switch, causing extensive condensate water damage to the home and its contents.

  Vanderford Air is most definitely responsible for repairs and replacement.

   

  Gary ******, Trustee

  
  
  
   

  
  

  

  Business response

  09/21/2022

  My original response is my official and final response.  Please read it in full and detail.

• Initial Complaint

  06/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed an agreement for a whole home generator with the company for $12,650. I paid in full on May 10,2021. The company started work on the project, but was unable to obtain a city permit for the job. So over 6 ***** latter the job can not be completed. The owner of the company and the sales person have said they will refund the amount paid and repair damages to the house. They are now not answering or returning calls.

  

  Business response

  07/30/2021

  This complaint was dropped by Chris ***** over two ***** ago.  There was a permit issue with the City of Pasadena for his generator install.  It was resolved, the city took over 4-5 ***** to approve/denied plans that were submitted.  I went and met with the Mayor and the permit was approved by the building department.  In the interim, Chris ***** was refunded until the permit was approved in full.  The permit finally got approved on July 27th.  His electrical permit and plumbing permit was also approved.  His concrete forms are being installed on July 31st.  Cover inspection for concrete forms scheduled August 2nd.  Should have concrete poured August 4th.  Plumbing will be trenched 50ft on August 5th and inspected.  Electrical will also be done August 5th and inspected.  Generator will be done by August 12th and started up finished.  All of this was approved by Chris *****.  Chris ***** issued this complaint when myself and 4 other employees came down with Covid-19.  We were out sick for 3 *****.  That is why he had communication issues.  But all has been resolved.  Chris ***** sent an email to the BBB also explaining this was resolved.  I was copied in the email.  Who needs to get that email for review?

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩