Preventing Further Geothermal System Damage / Seeking Available Options
From: The Residents
Sent: Monday, November 17, 2014 8:22 PM
To: Air-ease Heating & Cooling <info@air-ease·com>
Subject: SERVICE NEEDED repair notice ({Residence Address})
To: Air-Ease Geothermal Heating & Cooling, Tinley Park, IL
From: The Residents
Today the SERVICE NEEDED read light turned on. See attached. Due to the severe weather conditions, the temperature on the second floor is going down dramatically.
In order to prevent the system from further damage we understand that we need to call a specialist to look into the problems as soon as possible. Since your company refused to service the broken system, tomorrow noon we'll try to find another company to do this emergency repair (unless you advice otherwise). If we don't hear from you by tomorrow noon we understand you agree that we should contact another company to look into these urgent problems.
Sincerely,
{Residents}
REPLY FROM AIR-EASE:
From: Air-ease Heating & Cooling <info@air-ease>
Sent: Friday, November 14, 2014 3:35 PM
To: The Residents
Subject: Service Interruption
{Resident},
Today you yelled at and threatened to shoot an employee* of Air-ease. The protocol for this type of behavior is to leave the site immediately. Air-ease will no longer service your HVAC system if you are present.
I will address your concerns and clarify your inaccuracies in an appropriate time frame.
Denise, Air-ease Geothermal Heating & Cooling
REPLY FROM AIR-EASE:
From: Air-ease Heating & Cooling <info@air-ease>
Sent: Tuesday, November 18, 2014 12:09 PM
To: The Residents
Subject: RE: SERVICE NEEDED repair notice ({Residents Address})
{Resident},
It is unfortunate you have a problem with your system. This could have been avoided had {Resident} allowed the technician to perform his services without being threatened last week. You were present when this occurred and did nothing to remove {Resident} from the situation. You have listed your concerns to The Better Business Bureau and they have received my reply.
The ongoing and constant false and defamatory statements have become a pattern. The verbal abuse, yelling and screaming, unprofessional behavior and disrespectful treatment to my employees by {Resident}, has come to an end. Her threatening comment to shoot my employee will not be tolerated. As previously stated in the below E-Mail, all services are interrupted until you are in agreement that {Resident} will not be present when any employee is scheduled at your home.
Additionally, prior to any appointment for repairs, the false and defamatory statements and videos posted online to aireaseleaks.org, must be removed.
Please don’t assume I agree to anything. I have made my position clear. It’s your decision to use our services or not.
Denise - DIRECTOR ADMINISTRATIVE SERVICES
Air-ease Geothermal Heating & Cooling - Tinley Park, IL 60477
REPLY FROM THE RESIDENTS:
From: The Residents
Sent: Tuesday, November 18, 2014 1:55 PM
To: Air-ease Heating & Cooling <info@air-ease>
Subject: RE: SERVICE NEEDED repair notice ({Residents Address})
Denise,
The problems with the system has been ONGOING for over 4 years now. From day one till now. It took us all this time to learn how the system SHOULD work versus what has actually been designed and installed by Air-Ease in our house. Bob has been reminded about these problems every time he showed up, but his standard answer was: "I don't know" or "Remind me next time" or "We'll contact you about that."
Now that half of the system is down we cannot let it continue like this anymore. It should have been done right from the start. Air-Ease was supposed to reliably fix problems during the warranty period, but did not. Now every repair costs crazy amounts of money -- whatever you decide to bill. The whole experience seems like this could be your business model, perhaps.
Bob told us to educate ourselves about the geothermal systems. Now we have nearly 4-year experience with the system and decided to help other people educate themselves from our experience.
At this point we know how it should be working. You should have the list of the major issues already -- please refer to the BBB complaint; here is one more point:
- The second floor backup air-forced heat doesn't work at this time when the primary radiant heat is broken.
None of the posted information is false and therefore it cannot be defamatory. You are welcome to come and check it out personally and make your own videos and pictures if you like.
Bob was yelling at his customers at the same time and his words were threatening; how is this professional or tolerable? Even the general contractor we had refused to work with Bob because Bob was arguing and misleading the GC all the time. Also, you didn’t answer the question why Bob arrived by himself if he could not do the service by himself or he did not feel safe, as he claims now.
We understand your company's goal is to make things right and repair everything in a lasting and reliable way. Please specify in points what repairs need to be done to correct all the problems and if we are supposed to be charged for that (as a reminder, we have already spent close to $$$$$ for the whole system and it does not heat our house comfortably).
Sincerely,
{Residents}
An addendum from the Residents:
an employee* () - 'an employee' = Bob, the Air-Ease company owner and installer of the system.