ComplaintsforGary & Sons Inc

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In September 2023 I bought a new oil furnace for $ ********** was not installed by the Manufacturers installation requirements. Thermo Pride.Since the installation Gary & Sons was 8 times at my home for the problems caused by wrong installation. The furnace is still not installed as required. Gary & Sons simply refuses to do the installation as *********** seems that even the Manufacturer ************ does not care.The requirements that are not obeyed are.1. The furnace is not installed level.2. The chimney is not at least 2 feet higher than the roof ridge.3. The burner air intake pipe does not penetrate through the crawl space skirting.4. There are no shut off valves in the fuel lines. I have sent multiple letters with photos.

  Business response

  09/05/2024

  Response to complaint 

  Equipment installed on 09/07/2023 new furnace and roof ***** customer complained of whistling noise on 10/19/2023, we sent tech out, he repaired air leaks and installed bypass in oil pump.12/07/2023, service call complained of whistle noise noise tech recomended replace burner motor. returned on 01/02/24 replaced burner motor under warranty. 01/17/24 customer still complained we replaced oil pump under warranty. 02/12/24 sent tech out customer still hers ********/**/2024 ************************* visited the customer recomended replacing entire burner unit. 08/01/2024 returned and replaced burner per **** advice. No noise was present at compietion. Furnace is installed properley, as we have been serving out heating and air conditioning customers since 1978. Roof **** is oem per this mobile home instalation. Thanks, **** M. *******

   

  Customer response

  09/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First I want to invite you - a representative of BBB - to my place to see and hear what I am talking about.
  The Installation Manual refers to all codes and Furnace Manufacturer requirements.
  1. The furnace must be installed level. My furnace is not installed level.
  2. The roof **** has to be at least 3 feet above the roof at the high point of roof penetration and at least
  2 feet above the roof ridge within 10 feet of the roof ridge. My roof **** *** is about 1 to 2 inches below the roof ridge.
  3. The air intake should penetrate the skirting of the crawl space under the house. It does not do that.
  4. The fuel lines should have shut off valves. My fuel lines do not have shut off valves.
  
  There is an air leak between the furnace and the furnace duct. The furnace is not correct connected to the
  furnace duct. The base of the furnace has a cover screwed on. The furnace has a cover with a lock lever.
  Between these 2 covers is a gap of about 1/4 inch. When the furnace is running hot air blows out of this gap, showing that the connection between furnace and furnace duct is no correct and losing hot air to the
  furnace registers. When the a/c is running there is warm air blowing out of this gap. So the a/c has to work more to cool the house down.
  
  When the new burner was installed it was the eighths time since the installation of the furnace that a technician from **** & Sons was here. At this time it was in the middle of summer and the outside temperature was more than 80 degree Fahrenheit.
  Now in September when there was the first cold night and I turned the furnace on, it ran good for a few minutes and then started to whistle that grew up to high volume and than kept running with lower volume.
  I could record that.
  
  Attached are copies of my letters to **** & Sons and to Thermo Pride, the furnace manufacturer,
  copies of the installation manual,
  a photo of the roof **** with a level on it
  a photo of the furnace with the cover unlocked to show the furnace is not level. To close and lock the
  cover, the cover has to be moved to the left to get it closed what is difficult. And **** & Sons know about that. A photo of the furnace closed with a level on top of it what shows the furnace is not level.
  I can not transfer the recording to my PC anymore. ********* has messed up again what used to work.
  

  
  

  
  Regards,
  
  **** *******

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