Gore Heating & A/C, Inc

DO NOT USE THIS COMPANY!!!!!!!!!!!!! Gore put in a geothermal unit in my new home six years ago and the installation was TERRIBLE. The units themselves work fine but because of the installation by Gore, the units have been down 2-3 MONTHS at a time on 3 different occasions. The in-ground water loop system from which the units draw their heat leaks and loses pressure which causes the units to shut down. They will not fix the problem. The didn't connect the heat strips in the units so when the units went down in the winter, I had no heat---I had to get another company to wire in the heat strips. They didn't "glue" the PVC drain pipe and the drain pipe on the air handler in the attic came loose, leaked and ruin the ceiling under it. When I went down and talked to Nicholas Gore about fixing the drain and my ceiling, he physically THREW ME OUT OF HIS OFFICE.

 The system leaked, lost pressure in the system and ruined a water pump which Gore said was no longer under warranty and wanted to charge me to replace.  When I contacted the equipment company, they said it WAS under warranty and sent it to a DIFFERENT HVAC company to install.  While the pump was down I had to use my heat strips in my units to heat the house.  Gore had not even wired the heat strips in 2 of the units so I had very little heat until another conpany found and fixed the problem.  One night I noticed water dripping out of my ceiling.  I went into the attic to check and found the air handler in the attic had a PVC drain pipe that had come apart and water was coming out into the attic instead of draining outside.  When I checked the joints on the PVC drain pipe had not been "glued" together, they had just been shoved together and over time they vibrated loose.  I took the pieces of PVC down to Gore and talked to Nick.  Nick  was rude, said they would do nothing to fix the problem or my ceiling and ended upthrowing me out of his business.  I talked to people at the company that makes the geothermal units and they told me they had taken away the dealership from Gore to sell their equipment because of problems in the way he installed the equipment.

Gore installed my heat pump, an expensive York system, in 2009. It is still under warranty (parts only). It died (again) in April. It was finally operational again on 10 June 2016. Yes, you read that right. It took two months and many visits for the company to finally make it work. Initially, they quoted me $775 for labor. Fortunately, I had a supplemental insurance policy through my electric company that covered the labor. This system is on its third motherboard and Gore can't tell me why it keeps dying, although the tech did explain that the installation was completed incorrectly and the subsequent vibration caused part of the problem. My electric bill has been through the roof because the fan ran continually for two months. When they first came out, they made a list of parts to be replaced. I gave them my adult son's number to call to schedule the subsequent install. The office staff transposed the last two numbers of his phone number, so he never did get a call. When I called, the company said that it had to take off the old parts to turn them in before they could get new parts. (Why wouldn't they have taken them at the initial visit?) They replaced part after part and failed to correct the problem for two months in 100-degree heat. (I'm a disabled veteran and I have dogs that were lethargic and ill in the heat.) When I finally had had it, I wrote York and I called my supplemental insurance company and asked if it would send another company out. I spoke with Nick Gore and he promised to be out the next day first thing in the morning. He showed up at 7 p.m. at night. When I called to ask where he was, the secretary yelled at me. He has refused to explain to me why my unit has required three motherboards and continues to break down. I paid over $5,000 for the unit, have had it serviced by 1-Hour Heating and Air, and change the filter regularly. I believe I have a lemon unit and the company doesn't care. Their customer service is horrible, the employees and owner are rude, and, in my opinion, less than honest. I will pay out of pocket next time before I call Gore. You can bet when it comes time to replace the unit, it won't be with a York and it certainly won't be with Gore. Oh, and the distributor refused to issue Gore a new motherboard on the third try. Why would a distributor refuse to replace a warrantied part? The only reason I can think of is that the workmanship was to blame for the failure.

I have been a customer of Gore HVAC for close to 9 years and it has been a steady downhill adventure. During this time I have had several good technicians from this company perform work on my York HVAC unit that they installed, but unfortunately none over the last 3 years.

Today the technician was asked to come out and evaluate the condenser motor to see if it needed replacement. This was to confirm what a friend found using a "Megohmmeter" which reported the fan motor coil insulators were bad. Being a person who likes second opinions I figured Gore would be a good start. Also, they have the warranty agreement with the manufacturer to fix/replace the unit so it only made sense.

Well, the technician came out and checked the motor using a volt-meter and said nothing was wrong with the motor. He did not have a "Megohmmeter" and didn't know what it was. So I called York (Johnson Controls) and confirmed on the phone that the acceptable testing meters for the fan motor are an amp meter and/or a volt meter. This is good to know for future visits from any HVAC company.

Anyways, while I have no issue with the results provided, I do have concerns with the overall visit. While looking the system over the technician said the insulation on the inside of the condenser unit was not good. He then took it out and tossed it on the ground. While I can agree that it was not 100% working it was still in one piece (wrapped in an aluminum cover) and still covered the hole it fit in. He did not place anything back where it was located so now I have nothing but open space. Also, while looking over the coils and blower motor for the inside unit he had to rip off some "duct" tape to see inside of it. He didn't replace the tape he had destroyed after checking the coils for leaks. So while it appeared he knew the key points to check, it was also clear that he could care less about customer service or at the very least ensuring that he left the HVAC equipment in the same state as he found it.

While that would be reason enough in my mind to make a call to the Management team, it was not my only issue. During the entire visit the technician was more interested in talking pure crap about York in general, than he was in ensuring he did a complete and thorough job. I am by no means interested in defending York as a company, but this was a product his company installed and has performed maintenance on for years. His opinion is just that, his. This was very unprofessional and only confirmed my concerns about his poor job performance.

I would like to say that this has all been discussed with the Management team at Gore HVAC but when I called all they would do is take my number and tell me I would get a call back, which did not occur before close of business today. This is interesting since they made the technician come back after he had left to make me sign a paper declining a one year service agreement. I told him before he left that I was not going to sign up this year but apparently that was not good enough.

Personally, after this visit I think it is safe to say that Gore will not be getting any more phone calls from me or any recommendations for future service. I have no interest in a company that can't provide quality service that leaves my HVAC unit in as good or better shape than before they showed up. Nor do I have any interest in a company that is unable to provide basic customer service especially considering how long I have been a customer.

Showed up promptly and went quickly to work. And spent time explaining the operation and controls

The work was done promptly. However, when after the renter left the home and I had the system inspected, the new A/C company informed me that the pea trap had never been insulated, which was what was causing water damage to my ceiling. They also informed me that the secondary drain was never installed. This drain causes backup to drain to a pan instead of back into the system. Although this didn't become code until 2012, it is common good practice according to the A/C companies I've spoken with. When I called the company, the owner refused to return my phone calls even though I was willing to have it fixed at my expense although I was hoping for some sort of discount since the work really should have been done at installation. The owner's opinion was that and quot;it wasn't code so I didn't have to do it.and quot; He refused to even address the water damage the failure to insulate the pea trap had caused. We're talking about an hour's worth of work for a $5,000+ heat pump and he didn't even have the decency to get on the phone with me. I can't even run the AC until the pea trap is insulated without water leaking onto my ceiling. If the pea trap backs up, my whole system is toast because the secondary drain that most installers consider routine was not installed.

Because my existing downstair unit was inoperative, the first thing they did was to bring out and emergency unit and set it up to cool the downstairs. If you use Gore be sure to ask for Roland. He was extremely professional from start to finish and the quality of the work he performed was top notch. Roland made sure his crew completely cleaned up every day in areas they worked to include repairing damage to my yard where they had to dig for piping. When the final bill came there were no surprises. It was identical to the estimate. It took two weeks to complete the work and based on what they had to do I considered that to be good. If you want professional work, I cannot recommend more strongly.

I went into the showroom, they were very helpful in helping me to select my insert that was in my price range. The technician came to the house took all the measurements and ordered the insert. The next week he came and installed the insert and repaired the leaking gas pipe. The technician couldn't have been nicer and he was even good with my dog.