CARRIER MID-ATLANTIC

DISPUTE WITH JONES-ROGERS/GRIFFITHS ENERGY and CARRIER August 19, 2014. Account # 5466.1603.2595.1612. Faxed to # 866/799-4758 Subject: CARRIER HVAC System, Registration ID: 1407.0430.20c 1) SUMMARY: I received a defective/poorly-installed HVAC System from Jones-Rogers between the dates 6/18/14 and 6/23/14. 2) The original contract agreement between Jones-Rogers and myself was to have the existing HVAC system replaced with a brand new Carrier, MODEL CNPVP/CNPVT HVAC system. 3) At 7:05 a.m., on Wednesday, 6/18/14, Technician Chad arrives and begins working on the installation replacement. 4) At 10:30 a.m., technician Alex arrives to ?assist? Chad. 5) At 2:30 p.m., Alex reports that Chad had ?hurt himself? and has departed. No replacement planned. 6) I?m becoming increasingly concerned that my wife and I may have to spend another day in the 90 degree plus weather. I therefore try contacting Jones-Rogers? customer services Office Manager (Laura Simpson) at 703/378-3200. I am told by receptionist, Stephanie, that Laura is on another call, but would call me back ?shortly.? Laura fails to return my call at all. 7) In answer to my question, technician Alex assures me that the installation ?will definitely be finished today,? (6/18/14). 8) A third technician, Bud, arrives at 2:40 p.m., performs some inspection (?) and announces ?there is no way at all that the installation will be completed today; that several new/damaged/replacement parts will have to be shipped in and that the installation ?will require at least another seven hours; and it will take three technicians to install!? 9) At 4:00 p.m. both Alex and Bud depart. Hole in roof left open. Heat is now stifling. 10) I once again try contacting Jones-Rogers customer services Office Manager, Laura Simpson. Laura assures me that technicians would be at my home the next morning (6/19/14); but not Chad nor Alex since neither are knowledgeable enough to proceed with the installation. 11) At 7:00 a.m. the next day, Thursday, 6/19/14, techie Alex (!!!) along with a new technician, Derek, arrive. They huddle outside in their Jones-Rogers van. 12) At 9:15 a.m., Alex departs indicating that a ?different damper is required? compared to the one that was provided. 13) At 10:20 a.m., Technician Robert arrives and announces that no, he?s not there for the installation per se, but to seal around the ceiling opening, once the HVAC parts have been installed in the attic. Since attic installation far from complete, Robert departs. 14) f) Around 2:00 p.m., the Technician Alex announces that he has been called to another customer whose HVAC system had broken down, even though my new system is nowhere near fully installed. 15) g) Once again, I try contacting Jones-Rogers (Laura Simpson), and once again, w/o my call being returned. 16) h) At approximately, 3:00 on the same day (6/19/14), a new Technician arrives (no name provided). Shortly thereafter, he announces that he is not qualified to install Gas-driven heat-type HVAC systems and departs. 17) I call Laura again. I complain about the circus being played out at my residence as multiple attempts to replace the old HVAC system are being overcome by enormous incompetence and zero planning by Jones-Rogers. I observe to Laura, that it?s the classic, blind leading the blind, only worse. 18) o)I point out to Laura, that Jones-Rogers, under a five-year maintenance contract, has had the same technician, Shaik, maintaining my (now defunct) HVAC system, for four years, and therefore, by this time, Jones-Rogers should have been fully aware of what parts and what possible obstacles were likely to be encountered in the installation of the new HVAC system in my home. I ask why Shaik was not originally scheduled to head the installation of the new system. Laura: ?Given the prevailing, sweltering temperatures, Shaik has had other HVAC emergencies to attend.? However, Laura promises that I am next on Shaik?s call list. 19) 4:15 p.m., 6/19/14: Shaik arrives and shortly thereafter, concludes ?the installation is in a complete chaotic condition.? 20) I call Laura again to indicate that Shaik has arrived, but nothing whatsoever is happening at my home on the installation. 21) 4:25 p.m., 6/19/14: I try calling Laura again. Answering Service (?Natasha?) indicates that Jones-Rogers is now closed for the day. I leave a message for Laura that nothing whatsoever is happening at my home on the installation; and to call me back asap. I do not hear back from her. 22) With the temperature soaring into the mid-nineties and in desperation, I call the Jones-Rogers corporate office, Griffiths Energy, several times, and leave several messages for their senior representative, Kevin Spain (at telephone # 443/430-8800 and 443/430-8881), none of which are returned. 23) Thursday, 6/19/14. 8:17 a.m. Call to speak to Laura. Stephanie at Jones-Rogers switchboard informs me that Laura is on the telephone with another customer and will ?call me back later.? I leave message that the Thermostat installed is a single zone, whereas I need, as in the original installation, a dual zone. 24) At 8:30 a.m, I ask to speak directly to the service Manager, ?Donnie? who informs me that the replacement parts need to be ordered and ?will take a couple days.? 25) 10:40 a.m., Friday, 6/20/14, I call ?Corporate? (Kevin Spain) again and he apologizes for the monumental, repeated failures by Jones-Rogers to perform. Kevin informs me that the replacement parts are now scheduled for delivery on Monday, June 23. 26) Monday, 6/23/14, 1:10 p.m., Laura calls to inform me that ?the parts have arrived and that techie Shaik will be at my home in 45 minutes. 27) June 23, Shaik arrives at 2:10 p.m. and re-initiates the new HVAC installation. 28) June 23, 5:00 p.m. Shaik announces that the air conditioning is working; that Laura will send me the paperwork to establish my ownership and registration of the newly installed AC system. 29) I query Shaik concerning the working condition of the heating side of the new HVAC installation. Shaik informs me that will have to be tested when it gets a lot colder, like around November. Until then, the question of whether the heating will operate in the correct manner, will remain untested. He does assure me that it should not be a problem. Based on the prior five days experience on the cooling, I am highly skeptical that the heating system will work as planned and prescribed by Carrier, especially given the fact that two of the technicians that worked on the installation, had professed little or no knowledge concerning the heating side of the HVAC unit. I 30) BASED ON THE SUMMARY OF EVENTS ABOVE, I DO NOT BELIEVE THAT I SHOULD BE RESPONSIBLE FOR PAYMENT OF THE $7,85O CHARGE. I REMAIN HIGHLY SKEPTICAL AS TO HOW LONG THIS NEWLY INSTALLED HVAC SYSTEM WILL SUCCESSFULLY OPERATE; AND MOREOVER, WHAT MY RECOURSE WOULD BE, IF AND WHEN THE NEW INSTALLATION REQUIRES MAINTENANCE OR REPAIR. UNDER THE BIZZARE CIRCUMSTANCES SURROUNDING THE REFERANCED INSTALLATION, I EXPECT I WOULD PERSONALLY BE SADDLED WITH PICKING UP THE COST. 31) ADDITIONALLY, THERE IS NO GUARANTEE THAT COME THE COLD, WINTERY WEATHER, WHAT ADDITIONAL MAINTENANCE, ADJUSTMENTS AND/ORREPAIRS WILL BE REQUIRED; AND HOW AND WHEN JONES-ROGERS AND/OR GRIFFITHS ENERGY WOULD RESPOND TO MY CALLS FOR ASSISTNCE, IF AT ALL. 32) I WOULD APPRECIATE HEARING FROM JONES-ROGERS AND/OR GRIFFITHS ENERGY WHY THEY TAKE THE POSITION THAT FULL AND FINAL PAYMENT SHOULD BE IMMEDIATELY FORTHCOMING. I TAKE THE OPPOSITE VIEW. Signed: Alan M. Levy alacarte101@hotmail.com 703/356-8995