ComplaintsforMarr's Heating & Air Conditioning Inc

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BEWARE ... STAY AWAY. I had a huge job that went VERY BADLY after V.Pres ***** begged for me to not sign with competitor, as he needed work badly. Multiple issues onsite with Staff where ******* had to actually tell a young tech to "Stand Down" and several techs were told to stop working as they were not good techs, and several of these men had a POTTY MOUTH in my home where young GKids were during day (1 out of 3 men apologized), and had there were several issues with the Accountant. ***** actually had the audacity to ask if he should fire his Accountant he had over 25yrs, and I said NO that was not my job and was NOT my responsibility to fire anyone. Also a couple weeks later I found that several items were NOT plumbed back that were there prior to install, and I proved this with my photos, so ***** did fix, but he lost my confidence after numerous issues happened. Several items on my Invoice were also not installed, so I had to notify them.BEWARE also of AeroSeal as they spent ALL-Day at my home, and they couldn't even start the process after almost 10-hours, and V.Pres ***** did refund my money, but he actually sent me several emails trying to short me $800.00 first, but in the end gave me a check for AeroSeal.Tonight another heating company came and look at the large heating job ****** did, and I was told that MULTIPLE SHORTCUTS were taken, and when I called and emailed V.Pres ************ was told to take him to court, and then he hung up the phone. Very unprofessional, as I have proof of this of his unwillingness to correct any issue. On my Invoice it states ****** has: Workmanship Guarantee, and 1-year Buyback Guarantee, and when I emailed asking about this, I was emailed response from V.Pres ***** "Stop emailing us. We are done doing business".So this is ****** Heating unprofessional response after I spent over $55,000.00, and will find another reputable heating company, as I had the absolute worst experience with ****** Heating.

  Business response

  05/29/2024

  I think ******* has many truthful statements in her complaint, but in within these statements there are many emotionally charged perceptions and not facts. 

  1. Our technicians did in fact use bad language on the job site. the ******* found out that the guys could be heard by ******* and he himself went to apologize. 

  2.The aeroseal process did go poorly. ******* had a duct system that would not pressurize due to a hole somewhere buried behind walls. This did in fact make it difficult and impossible to perform the work. This work was included as a free item in the contracts, and because we were not able to perform the work as stated, I did give ******* an additional $5,800 back Plus an additional $2000 + back for maintenance agreements. All of these items keep in mind were free items on the proposal, but because we were not able to satisfy her, I did refund them in order to end the business relationship. I want it to be know that we lost thousands of dollars on this job. This was certainly not a winner of a circumstance for us.

  3.As far as the shortcuts go, I do not believe that to be true. ******* claims that we did not do a proper start-up on the equipment, when in reality we do have record of setting the systems to the proper CFM and weighing in the correct amount of refrigerant, as well as performing gas pressure and temperature rise checks in both high and low heating stages. I quite literally wrote a book that is sold nationwide on how to properly install a residential HVAC system and my evidence-based approach to reasoning on this can be made transparent to anybody who asks me the right questions.

  4. I can't reason with *******, I can't get her to stop harassing us, and we are not able to come to any sort of an agreement. I will not be giving her any further form of a credit, refund, or reimbursement.

  Customer response

  05/29/2024

   
  Complaint: 21772438
  
  I am rejecting this response because:

  I received a call back from V.Pres ***** as I had another heating company come and look at the job. This company said several shortcuts were taken and had several concerns with the job that maybe a concern for me with how job was completed. I should have an email from this company towards end of the week with their findings. When it came to testing reports for my new heating systems, last night 5/28/24 ***** stated he had "None" to give me, but on this statement to BBB he states he has reports which is conflicting. I have emailed ***** requests for these reports on 5/28/24 and he refuses to give me anything, as I've requested reports showing "Proper Setup, and Static Pressure Tests". I was told from other company that came out that "NO testing holes" for Static Pressure Tests were ever put on any of the new heating systems installed by ****** so that in itself is proof.  I have been fair and have not requested anything but proof, and I have had red flags happen multiple times during this job, and this is concerning why ****** is not giving me any reports and is NOT standing by ****** Heating work warranty issues.

  Also today I was notified by City of Ferndale that V.President ******************* has NOT put in a permit for my Pool Room Heating system that was part of my Invoice job.  City has notified me also that ******************* did a self certification for any Permits, and this is another MAJOR CONCERN that I will need to deal with, as V.President ******************* has told me to NOT Call ****** Heating, so what am I to do???
  

  
  Sincerely,
  ***************************

  Business response

  06/04/2024

  We did submit for a permit to Ferndale for the pool heater yesterday 6/3. I was under the impression that the subcontractor that had installed the pool heater had pulled the permit when they installed the equipment (This is what typically happens). We spoke with city of ******** yesterday, cleared up the issue, and submitted for the permit. ************* has what they need and were very accommodating of the mistake. No further issues on our end

  Customer response

  06/04/2024

   
  Complaint: 21772438
  
  I am rejecting this response because:

   
  Complaint: 21772438
  
  I am rejecting this response because:

  
  I had another company come out and they noticed that "both" these Air Filter boxes are NOT sealed, as there are huge gaps as seen on photos. When I called V.Pres ***** to let him know that a few unsealed items needed to be fixed, I was told multiple times that he was done and V.Pres ******************* up the phone. This is a brand new job that I paid over $55,000.00 for and I am told they will NOT fix both these issues. Very concerning that ****** Heating does NOT stand by their work. Please see attachment that ****** put on my Invoice stating ****** Workmanship Guarantee, and 1-year Buyback Guarantee, when I emailed asking for details on either of these V.Pres ***** told me to stop emailing and to stop calling them. How unprofessional is this, as they did the work, and I am not allowed to get my job issues resolved or be able to ask ****** any relevant questions.
  I have also asked V.Pres ***** for all reports on both my 2-Furnaces ****** Heating installed, and he refuses to forward me any of the "Start Up, and Static Pressure Reports" which is very concerning.  V.Pres ***** responded to BBB that he wrote a book regarding this, but he refuses to forward me any proof on my NEW 2-Heating Systems of any reports done, which is very concerning. ****** Heating please forward me all reports.
  
  Also, I found out that several things were NOT put on Mechanical Permit, and I have contacted and notified the City of ******** of this and they are looking into this, as V.President ***** at ****** Heating signed a "self certification" document for my Permits, as (3) items were on permit for (2)-Gas Furnaces, & (1) Air Conditioner, but following items that were to be permitted were not on permit (1)-Noritz Tankless System, & (1)-Pool Heater Raypak 266a. As a homeowner I am relying on ****** to put thru all required Permits, and to stand by their workmanship, as my Invoice states includes all labor, materials and permits required for the job. (I can submit a copy of my full invoice if you need it).
  
  My Invoice with Marrs shows that all Permits are to be put thru by Marrs Heating. Yes on 6/3/24 I did receive a call from City of ******** but have not heard back if Marrs Heating submitted this Permit on 6/3/24 for Pool Room Boiler yet.
  
  The more I look into things the more I become concerned as I trusted ****** Heating would stand behind their workmanship, and I am finding that if you question anything you are left, as V.Pres ***** told me to not call him again. I may have no choice but to ask for my whole house heating system be refunded, due to ****** guarantee that is listed on my signed Invoice. (see both attachments sent regarding this).
  
  Sincerely,
  
  ***************************
  

*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. ↩