Love's Heating and Air Conditioning

Summary: wooden beam cut, took no responsibility, threatened "legal action" if I wrote about it. --------------------------------------------------------------------------------------------------------------------- I hired Love's Heating and Air to install a geothermal HVAC system and do some duct work in my house around the summer of 2014. Although the company did have numerous positive qualities, it appears very clearly that they significantly cut a wooden beam, approximately 3 inches deep through what looks to be at least half the width of the beam. (To confirm, I am referring to a beam, not a joist. It holds up many joists and ultimately a large portion of the house. It is also extremely difficult to replace.) I had a structural engineer look at it, and he said repairs were needed. (He proposed an inexpensive, passable solution but said it is not as good as replacement.) --------------------------------------------------------------------------------------------------------------------------------------------------------------As background, I had a conflict with Love's Heating and Air prior to discovering the cut beam. In summary, I discovered they did not properly electrically-ground the HVAC unit they installed. (In my opinion, this is negligible compared to a cut beam. Electrical grounding is important for safety. David Williams Electric Co. confirmed the work was not to code.) When I requested that Love's Heating and Air do something about it, John Love responded by copying and pasting a 3-of-5-star review I had posted online (which indeed included some negative comments, along with some positive ones), and refusing. I then told them they were required to fix it because this was work that was part of our contract and for which they had been paid, and angry, (after receiving no response for months, I believe) I ultimately said I would take them to court on principle. (I had paid them well over $20,000 in total along with a $1,000 tip I gave them; this does not include any of the outdoor portion of the geothermal system. I did not actually take them to court nor have I ever sued anyone. I ultimately paid David Williams Electric to fix it because I didn't have the time to deal with a lawsuit.) ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------When I emailed Love's Heating and Air about the cut beam (which, to be fair and very unfortunately for me, I did not discover until almost 5 years after I hired them although at least one of the employees should have known about it), they similarly took no responsibility (not surprisingly). The company claimed I had "proven to be dishonest" in the past and, without asking for any information or pictures (of which I had sent none of the beam at this point) or coming to see the beam, strongly asserted that my claim was false. (I assume the claim of past dishonesty was referring to the conflict I described above although writing a review they did not like is not dishonest, nor is me expecting them to properly finish or correct the work for which they were already paid.) ----------------------------------------------------------------------------------------------------------------------------------------- In the same email response, they then said "if you proceed with any additional inflammatory comments on the internet about us again, you will leave me no choice but to pursue legal action for defamation without merit". The threat of legal action is very scary. (Even if you're 100% in the right, court seems extremely stressful, costly, and susceptible to error, and John Love seems very socially smart.) However, I think transparency is critical, and this is something I would want to know about if I were a potential new customer. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- As mentioned, prior to the problems summarized above, Love's Heating and Air did exhibit some very positive qualities. In particular, many employees and John Love, the owner, demonstrated a very strong initial intent to make sure they did a good job and that I was pleased. I know I'm far from the easiest customer in terms of wanting things done right, so this deserves significant acknowledgment. The technical employees were also very friendly. Unfortunately, the significant issues described ended up overshadowing these for me. ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- (The attached image is significantly stretched as displayed by the website although you can save and open it to see the original.)

I wanted to say Thank You Keith Dodge and Peter for the quick response and repair to my Hot water heater on January 2018. Pete quickly identified a bad Gas valve. We get the part the next day from the manufacturer and installed the next day. Peter was great! Thanks, I will recommend your company in the future and will call you first for my future plumbing and HVAC needs.

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They are the only ones that I use.They have great reviews.

My heat went up last winter when I first called Loves. They sent a tech out that night to check the system. I was told the system that was over 20 years old needed to be replaced, oh joy, I thought this is going to cost me big time and probably take several days to get done. Well I was so wrong, not only did Loves come the next day to install the new system but the price was very reasonable. The techs arrived the next morning and had me up and running before I got home from work. Everyone was incredibly professional and understanding of my needs. Last summer I decided to install air condition in my auto repair shop and there was no question as to who to call, Loves. Again they worked with me to get the correct unit for the building and had it installed in no time. Once again the price was reasonable and work was done in a timely manner. What a great company to work with!!

Two people came out for the quotes, John (owner) and another salesman. The quote was competitive and they spoke about how long they were in business. Once the install started,I began to understand why the price was the lowest. They stated on a Thursday and said they would make sure that we would have heat over the weekend. When they left on Friday, our heat did not work and they left a 2" open hole from my basement to the outside. On Monday they apologized about the situation and finished the install. The heat system stopped working a few days later. They came back out and realized they never charged the system with Freon. A week later I call them back because the system is pumping out lukewarm air, they troubleshoot for a few hours then called the manufacture who told them that they installed the system incorrectly (wrong line sets). They could make some adjustments to help. This is when I noticed that they filed the 2" hole in the basement wall with caulk, which had fallen out, instead of cement. Now 6 months later, I've had to call their office repeatedly to make them process my tax credits (this is part of the contract). I would not use them again. I guess the old adage is correct, you get what you pay for.

Fine, but customer service/response is generally horrible. Takes constant pestering to have possible warranty issues dealt with. I've gone days e-mailing and getting no response. To their credit they did repair an exhaust flue leak caused by a poor repair from a previous Greendena visit. They really didn't have to do that without putting up some resistance, but they did it. That being said, I'm moving on. Greg, who owned Greendena before it merged with Love's was awesome and I'd continue to do business with him if it was still his company. Love's makes us feel like they really don't care about us, so we'll find another Trane dealer to provide our service.

unknown

the technician was on time and carefully examined all the parts of our HVAC system. He was Asian and spoke with a noticeable accent, which made communication a little difficult. But he knew exactly what he was doing and did it well. We were pleased.

The summary:
- They have a deceitful secretary, who lied in order to charge $155 versus a $95 service fee.
- A tech who apparently is in the business of selling a $350 part (capacitor) for $207 because he is hooking you up... with a part that did not come out of a box, with no warranty, or confirmation that it was new. (correction: I called the next day and Brett or Bill confirmed that their work and I guess parts are covered for one year after service, so for this they go from an F to a D)
- A confrontational Manager (Brett or Bill is his name) who has the slightest clue of issue resolution
- If you know what is good for you. you would avoid this company. Please see the details below.
Details:
I called Love at 3:23pm yesterday and a lady called Laura (the secretary) answered. I asked if a technician could make it out ASAP because i didn't want to sleep in the heat that night, she said her techs were busy but would probably be available after hours, which will incur a night rate of $155 versus the regular rate of $95. So I said I will rather not pay for a night rate so I will call around. Six minutes later (3:29pm), while I was about dialing the next company, she calls back saying that her tech would be able to make it before the night rate kicks in. So I agree to work with them. Come 4pm, no call, I wait a long time and he finally calls at exactly 7:10pm saying he was outside. It takes him less than 5 minutes to figure out that the capacitor died on the outside unit. So he goes to check his car for a capacitor. I ask him to confirm that i won't be charged the night rate. He goes back and spends about 20 minutes on a call, and comes back to say that they could not reach Laura but  they would charge me the night rate and tomorrow we can square everything out and a refund will be given if my story was true. He installs the capacitor, which looks like a used one, he says we normally charge $350 for the capacitor but I am giving it to you for $207 (this alone resounds bad business and projects stupidity onto the customer because you expect me to believe that you are in the business of making losses) anyways, I end up paying $155 + $207 for the whole encounter that night.
I call the next morning (today), and speak to the service manager, who knew who I was right away and chose not to get Laura on the call, but goes to talk to her and comes back saying that she said that I agreed to the night rate last night rate. I remind him that she called me back, not the other way around. I ask to speak to Laura, since she is lying and I want to get her exact recollection of our conversation and he says he would not put her on the call, he starts getting confrontational, and I ask the simple question of whether i will be getting the refund, he clearly states that it won't be happening, and proceeds to want to set me straight, at this point there was nothing else to talk about.

Sales pitch was great. John Love was very informative. Never received the formal quote though. I called twice and each time it was "I'll have out to you by the end of today" ... Nothing.

Matt was really professional and figured out was wrong with in minuets of arriving! He was able to complete the job without interrupting my clients if business!! We signed a commercial service plan before he left! These guys were super nice, efficient and professional! Love's my new HVAC company for my business and home!

unknown

The job went great, they were able to fix it. We called yesterday and they came today and they were able to fix it when they came out to look at it. They are very professional. He put on his little booties over his boots when he came in the house which I really appreciate because I have white carpets and not many companies do that. The service guy was very nice. They gave us a window between 12 and 4 and they actually came at 10:00, so that was nice, and they called right before they arrived.

The pricing is very competitive. They are very responsive and professional. They give you great customer care and you deal with the owner. The service technicians are well trained and knowledgeable. We have a service contract and maintenance agreement with them.

It went very well in every respect. They were here as scheduled, did the job extremely well, dealt with the unexpected promptly, communicated remarkably well, and deserve an A plus.

They are very good at responding. Their communication is excellent.  Their know how is good. None of us discovered until the Spring was that the initial compressor that we purchased was defective. They figured that out this Spring and they were able to repair it under warranty. When we started out with them, they were a lot smaller than they are now. They have come here for items under warranty. We only had to pay a few extra hundred dollars for labour.

We've had experience with them for the last six years. They installed our heating and cooling system and have come back when we've had problems with it. They're polite, cooperative and knowledgeable. The price is very reasonable.

I've been lucky to have had a phenomenally good experience with a few contractors, and Love's Heating and Air is the latest addtion to that list!

My 17 year old oil-fired furnance was declared dead on a pre-heating season maintenance check in late August 2011.  I mulled over my also 17 year old AC unit and oil-fired HW unit, and decided the time was right to invest in Geothermal.  I used September to gather four estimates from Geothermal contractors.  By late September, I had decided on Love's Heating and Air to be my Geothermal installation contractor.  There were several many very positive reasons for this. 

The first was I have some friends that had installed Geothermal and had highly recommended Love's.  I value their opinion, and I also saw their installation firsthand, and was impressed by the quality work that Love's did.

The second was Brent, the salesman.  Of all the four salesmen, Brent from Love's was the only one who measured every square inch of my house, the rooms, the windows, the doors, etc.  This was because Brent wanted to get the absolute best calculations for the "Manual J" for deriving my heating/cooling load tonnage requirements.  I can't say enough about Brent's integrity and helpfulness.

The third reason was the quote that was produced for me.  Love's by far and away had the most detailed quote of all the bidders, explaining exactly what they were going to do.  No other bidders came close, leaving a lot of questions on the table, left to you the customer, to find out. 

The fourth and perhaps best economic reason, is that Love's has a working relationship with a bank in Utah called EnerBank that has loan programs for the purposes of Geothermal installation.  This alone is worth it's weight in gold because it allows you the opportunity to pay off the bank in "one year, same as cash", or if you don't pay it off, you revert to a montly payment schedule.  In my case, this allows me to receive my 30% Federal Tax Rebate on the Geothermal installation, and send this money to the bank, thereby reducing my overall payoff costs by 1/3 right off the top.  And the one year same as cash allows you to organize your financial life rather than having to pay all up front and not have time to plan how you are going to pay for it.

The fifth reason are the workers.  The staff of HVAC technicians that John has are outstanding.  Bob, the job leader was just fabulous and knows HVAC inside and out.  The rest of the technicians are top notch as well.  The work was done on time, the ductwork installation looks perfect, the GSHP furnance installation looks perfect, the whole Geothermal system runs like a top.  His staff is friendly, personable, and competent, and the quality of the work just stands out and speaks for itself.

The sixth reason is the well driller, Wolfords, that Love's recommends using because of the quality of the well work and the care that they take in cleaning up the yard and drill mud mess that gets generated.  Wolfords did a quality job of the well drilling and I have that report on Angie's List as well.

The seventh reason is the back-office staff, they are very personable and helpful in all respects.  The office staff will help to get all the paperwork for rebates and such, back to the State, and County, and the utility provider.  This is a great help all around.

The eighth reason is John Love the owner, what a great person, very engaging, honest, and has a strong work ethic and integrity.  He wants you, the customer, to be very happy.  In fact, when he heard that I had accepted Love's contract, and he found out that I would be without heat for five weeks or so while waiting for the well drillers, he immediately had a truck come down and drop off four terrific space heaters to use throughout the house for heating while we were waiting for the Geothermal system.  These space heaters did the trick and we were none the worse for wear, while waiting on the Geothermal wells to be installed.

Our contract was signed on October 3, 2011, and we knew that the driller was five weeks behind schedule on drilling wells, and we were OK with that, as the temperatures are relatively mild up through Thanksgiving.  Turned out we were rewarded with warmer than average temperatures this fall.  Once it was determined the wells would actually be drilled during the second week of December, the Love's team came out around Thanksgiving and reoriented/installed all the ductwork to support my 5-ton system-to-be, as well as removing my old AC, Oil-furnace, Oil-fired HW heater, etc.  They also installed the electric HW heater and standby tank.  After the wells were drilled, and the lines run to the house, completing on Dec. 13th, the Love's team came back in on the 14th and 15th and installed the Ground Source Heat Pump furnace and hooked up the Geothermal pipes. 

On 12/15/11 the Geothermal system was operational and providing wonderful heat.

I highly recommend Love's Heating and Air for your HVAC and Geothermal needs!  I will use them again as the need arises, and of course I plan on getting a system maintenance contract with them.

We had a couple of estimates and liked his best and we are just trying to line up the financing to get a new system. He didn't charge me for the repair on our existing system and said that it would be a gift if we gave him the contract to install a geothermal system. I have met John Love several times and he actually came out to our church and gave a presentation about ways that home owners can save energy and upgrade their systems. He is really a classy guy and I would have no problem recommending him. I was very impressed with him.