Carney Plumbing Heating & Cooling

"An overall Grade of "C" ? Really? This grade was disappointing to say the least. Was this a plug for Bergey Heating and Cooling? The member contacted our office for the purpose of an estimate to replace her 7 year old tankless water heater and was scheduled for a FREE ESTIMATE on March 5, 2014 between 9.00 AM and 12.00 Noon. Our technician arrived at the member's home @ 10.02 AM on the 5th as promised. A diagnosis was made, discovering that the water heater in question did not in fact need to be replaced, but did need some internal electrical repairs (beyond our normal scope) and we recommended a very good electrician to the member. We also offered the option of a Heat Pump/Electric Water Heater, should she wish to replace it anyway, but at this point the member declined any pricing on the product, and no pricing was discussed. There was no fee for our visit to her home and obviously no money changed hands. We approached the service call in a professional manner and didn't try to sell the member something she didn't need In other words we put honesty before everything else. I see no reason why we didn't receive a Grade of "A" in every category and quite frankly think this review should be stricken from the record. And by the way, Carney offers much more than just gas whole house water heaters. We have a full line water heating products to suit virtually every need. A "C"?.......really unfair."

"Unfortunately, I find quite a bit of the member's comments to be half truths. Although the supplier whom we purchase our products from is local, the inducer motor required was not in stock nor in his inventory and to order it through normal channels it would be 5 days before we received it. They did offer to call the manufacturer and have it shipped guaranteed overnight for a fee of $150.00 (exactly our cost). [member name removed] was quoted $434.07 for both labor and material to replace the motor when in was available in 5 days or an option of the additional $150.00 should she want it completed the next day. [member name removed] declined both options at that time, hence our technician collected $85.00 for his time to diagnose the unit failure on Jan 13, 2014. On that day our technician was dispatched @ 4.17 PM, arrived at the home at 4.36 PM and completed his diagnosis and explanation of options, and departed her driveway at 5.30 PM. On Jan. 14, 2014 [member name removed] contacted our office at 10.32 AM and requested that we move forward with the overnight shipping, which we did. That same day we left a message with [member name removed]'s voice mail letting her know we were tracking the motor and would have it in our possession on Jan. 15. On Jan. 15, 2014 [member name removed] returned our call to confirm her availability for that day. At 11.26 AM a technician was dispatched with motor in hand and arrived on site at 11.51 AM. and completed the repair, checked the system and departed her driveway at 12.50 PM. Any talk of him sitting in his truck for 20 minutes, with temperatures in the low teens is grossly misrepresented, as our GPS system reports location, speed of travel, direction of travel and when the engine is running. The member is free to come into our office anytime and review the records for that vehicle any time to confirm what has been stated by me. So overall we have invested 2 hours and 33 minutes in the repair, far more than the member has given us credit for. The $175.00 (actually #179) was for an annual maintenance agreement that we offer to all of our clients in an effort to prevent future breakdowns such as this and is strictly an option and was declined. Our technician has nearly 10 years experience in repairs such as the one performed and has read the instructions so many times he could probably recite them word for word. He had turned the unit on and off via the emergency switch mounted right on the unit. Even though she didn't see him turn the switch on and off she felt he should do it one more time. We offered to return, free of charge to do so again but she declined. She was also asked if there was anything we could do to make her happy, to which she stated she would be happy if we charged less, not charge for overnight shipping, and not ask for a deposit when ordering a special part. Should the member wish to discuss this further, I can be reached at 215-822-9029. Sincerely, Kevin J. Carney President"

"We are never happy when there is a failure to satisfy a client's expectation. At the same time, we expect a member, who is dissatisfied with our service be forthright in the facts of a complaint and provide us with an opportunity to rectify his/her concerns. We have attempted to reach the member on 4 different occasions since his review was posted on this site, leaving a message on his voice mail each time, with no response as of this writing. Concerning the job itself, and speaking with the technician assigned to service call, the member isn't even close in his presentation of the complaint. All of our trucks are fully equipped with GPS technology, so that we know precisely where they are at any given moment. In this particular case, our technician was dispatched on October 18th at 1:51 PM, arrived at the member's home at 2:09 PM and left his home at 4:03 PM. That is a total of 2 hrs and 12 min. invested in the task, not 45 minutes as the member falsely claims. The faucet itself was very old and it was recommended that he consider replacing the entire unit, which he rejected. A firm and guaranteed price was provided to a) repair and rebuild the entire faucet provided there were no further defects. or b) replace the faucet entirely complete with new water supply tubes, shut off valves and connectors. The member chose to make the repair rather than replacement. The member states there was a leak the next morning which was a Saturday. We have technicians on call 24 hours, 7 days a week and 365 days a year. All the member needed to do was pick up the telephone, call us and we would have had someone at his home within an hour at no charge, to investigate the problem. In closing, we have done everything possible to rectify a problematic situation, but any solution requires participation by 2 parties. It is one thing to have a legitimate complaint but entirely another to throw out false statements here on Angies List and then just walk away. Should the member change his mind, my son Ryan or I can be reached at 215-822-9029. Kevin J. Carney President"

"We apologize to the member for any inconvenience regarding the delay in our proposal due to the original sales person no longer being employed with our company. This was an unforeseen event and we realize that this had an unfortunate impact on our ability to complete the proposal in a timely fashion. Regarding the proposal itself, yes – it did include the highest quality equipment and materials available in the residential geothermal market as well as the best warranties and guarantees available. We found the existing duct system to be below industry standards in terms of both design and construction. Without replacing and renovating most of the duct system as well as adding a significant amount of additional duct, the proposed geothermal system would not operate within the manufacturer’s specifications and industry standards in terms of both capacity and efficiency. Therefore, our proposal included replacing and renovating most of the duct system including the removal and replacement of materials that pose serious health concerns to inhabitants of the home as well as significantly reduce system performance according to numerous independent studies, including this one by the University of California at Santa Barbara: ehs.ucsb.edu/units/ih/ihrsc/ihpdf/ihductliner.pdf I can only guess that maybe the member is mistaken in his analysis of the 2 proposals. To provide an estimate for this scope of work at an amount that was 40% less than the provided proposal would simply be impossible as the direct costs would far exceed this amount. We do not believe that the proposals being discussed are “apples to apples” and that ours included a far more comprehensive system design and installation. We also believe that anything less than such a design and installation would not have allowed the geothermal system to perform at it's peak, as intended. In retrospect, we probably should have politely declined to bid on the project. Thank you, Kevin Carney"