Geothermal HVAC System Continuous Repairs - Another HVAC Part Replaced
From: The Residents
Sent: Thursday, January 20, 2011 10:19 PM
To: Air-ease Heating & Cooling <info@air-ease·com>
Subject: {Residence Home Address}
Hello Bob and Denise,
Today, Bob's visit resulted in replacing yet another part of the HVAC system installed by Air Ease in our house. This, since the system was put in full operation in December, has been the second repair within 1 month.
The outlook we have to date on your expertise and work is grim. Therefore, we have put a stop payment on the last check we sent to you, check # 1070, dated 1-13-2011. The balance is again back to {$$$}. However, since Bob was unwilling to advise what exactly he was replacing on Dec. 22, we feel there is something very wrong with the design/equipment/execution of the HVAC in our house. Therefore, we will be hiring a mechanical engineer and based on his recommendations, we will have to correct whatever there is that causes the elements to fail every couple of weeks. Once we have the system properly evaluated and corrected, we will pay whatever is left, if anything, from {$$$} to Air Ease. Let's hope addressing the existing issues will not exceed this amount.
It is truly disappointing - and that's nicely said- that a system worth {$$$$$} is experiencing so many and so frequent failures!
We apologize for any inconvenience and delays the above will be causing to you. To date, we have heard not a single word of apology coming from your side for the constant troubles on the HVAC you have served us!
The Residents
REPLY FROM AIR-EASE:
From: Air-Ease
Sent: Friday, January 21, 2011 2:24 PM
Subject: RE: {Residence Home Address}
You were informed verbally and via email on 1/4/2011 that a compressor was defective. This was a manufacturer's defect; not Air-ease. The compressor was replaced and operation is fine.
The little pump that was replaced yesterday had burnt up. This happens occasionally. This has been replaced and operation is fine. New systems require tweaking in the beginning.
The Builder and/or you have already hired a mechanical engineer to review this installation. There were no problems found. How many more qualified mechanical contractors' opinions will you need to help you comprehend this system?
The problem is you do not understand the complexity of what has been designed and installed for you -- although recent discussions and emails have attempted to educate you. Further, your lack of HVAC knowledge enhances your frustration.
Stopping payments to Air-ease will not solve this. This will further delay your knowledge of this new system and your ability to move into and enjoy your new home.
You are being unreasonable and difficult at best. {name}, in your own words to the Builder last month...it's always good to be flexible rather than passive.
Air-ease Geothermal Heating & Cooling
REPLY FROM THE RESIDENTS:
From: The Residents
Sent: Saturday, January 22, 2011 3:16 PM
To: Air-ease Heating & Cooling <info@air-ease>
Subject: {Residence Home Address}
Hello Bob,
You have exceptionally good memory when you select so. Too bad last Tuesday you were unable/unwilling due to lack of memory to physically point to me the part that was broken at the end of December. As you said, you didn't remember!
The engineer that the GC asked for an opinion did find the system over capacity, which is unusual in this trade. By the way, at that time, the system was not fully functioning - two radiant floors were not heating and your only explanation was "but the house is warm, isn't it?" Maybe the overcapacity is what is causing the failures in the elements now that all radiant floors are finally working - with periodic failures that is. We don't know what causes the failures, and since you are unwilling to educate us or give us any technical information on the system and its design (very weird behavior), we have no choice but to hire additional people.
This will definitely help us understand the system and understand your strange and unfriendly behavior. And thank you for pointing out our ignorance on the HVAC system for the 100th time.
Please be kind to provide us with 10 references of your 20-year career, so that we can see how many repairs your clients have undergone so far on the geothermal HVAC systems you had designed and installed for them. We can then compare what kind of houses and equipment they have to relate our situation to theirs. As I said, having 2 repairs on a brand new $$$$$ system within 1 month is very suspicious to us. If it were a car, it would probably qualify for a replacement under the lemon laws. If this were your house and you were in our shoes, I am sure you would be all too happy to go through a situation like this, and you would be running with checks to the contractors that have worked on the failing systems.
As we have written in a letter to you dated Dec. 18, 2010, we will pay the next payment due when the system operates at least 30 days without failures and problems. The count has been reset this Tuesday, Jan. 18, 2011 again. Let us hope, Feb. 18, 2011 will reach us all in a good shape.
Thank you,
The Residents