ComplaintsforGilman Cooling & Heating, LLC

• Initial Complaint

  09/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This business was assigned to me by my home warranty American home shield. They install the new air conditioning unit. Half of the unit is hanging over into my landscaping and balancing on a brick. They were told not to come over here unless I was going to be here. They showed up and installed the air conditioner. They're unlicensed untrained employees, put the duct cover over my ingrown sprinkler. For the last several months I been complaining about how water is flowing out of the bottom of my unit and they told me that was normal. Then I found out that they covered over the inground sprinkler and they refused to do anything to fix it. Now my brand new 4 month old air conditioner has rust already forming on the bottom. I want a new unit and installed properly. In accordance with my contact they are to send only licensed contractor.

  

  Business response

  10/09/2023

  This customer came to us through American Home Shield, a home warranty company we do a lot of work for. Her air conditioner was not working and it eventually turned into American Home Shield replacing the unit. Initially the wrong unit was sent to us, which we returned to a local distributor and replaced with the right unit that and was at her house installing the unit all in that same morning of May 11th, 2023. *********************** attitude towards us was disrespectful and unreasonable ever since then. This job passed a county inspection and was done. Then a month or two later she called in that the unit was leaking water. We went out to take a look for her and found that it was just condensation from the copper pipes, she has a package unit where everything is in one unit outside of her mobile home. She then called the county to make a complaint which eventually brought a building inspector back to her house. He found that a sprinkler head was under the duct cover, to try to appease this woman, he called us to ask that we address that sprinkler being covered and to put a little dirt under the front of the slab, again this job had already passed an inspection. I agreed to do the things the inspector wanted us to do, but ******************* refuses to let us do this unless were also coming out with a new unit. ******************* claims that rust has been caused to the unit by the sprinkler head thats under the duct cover, mind you this is an existing sprinkler system, when in fact the rust she sees is directly under the sweating copper pipe coming off her compressor. We do not build these units. ******************* has elevated this situation to every level she can, but is being unreasonable and is refusing to let us come out to address the two items the inspector brought up. It is also noted with the county that we attempted to rectify the situation but the homeowner refuses to let us do so.

  Nothing other than unreasonable requests will make the homeowner happy, which even then still may not satisfy her. We have lived up to our obligation with American Home Shield and with *******************. All avenues have been exhausted. 

  Customer response

  10/15/2023

   
  Complaint: 20648131
  
  I am rejecting this response because:only the installer can file a claim. Then now the icing on this horrible situation, the fact he had unlicensed, employees install my unit the 10 yr manufacture warranty is voided.   The inspector told him he needs to come back and replace the duct cover and put dirt under the slab.  The inspector told me he cannot enforce the rust issue that he should contact the supplier.  I honestly don't want this shady contractor doing anything else.  I'm afraid he might blow up my house.  Below it states how rust can greatly compromise the whole unit.  This contractor has been the absolute worst one I have ever dealt with.  His arrogant, condescending attitude, his epic violation of the agreement he signed with you , the  warranty company has been nothing short of atrocious.  There is zero accountability for these violations.  He thinks he can send unlicensed, untrained employees over here to do this sloppy unprofessional work with no consequences.  The information below is my warranty company who also refuses to hold him accountable.  I have called over 50 times to tell them about the violations.  All they keep saying is they only hire licensed contractor.  I repeatedly told them that he sent unlicensed, untrained employees to install my AC.  They refuse to hold this contractor liable for his violations.  They keep telling me it my problem.  How am I  responsible for this contractor, for willfully violating the contract he signed?  I do not Gilman doing anything for me.  I want a new fully licensed contractor to replace this unit with a proper size AC unit.  I want a fully licensed contractor to Move it away from my sprinkler.  I want to place it on a level service, not resting on my landscaping bricks. 
  
  
  Sincerely,
  
  *************************

  

  Business response

  10/24/2023

  ******************* keeps throwing around that we're unlicensed. She has been explained this multiple times, I am the state license holder for the company, my employees do not have to have a state contractor license, my license covers my employees. All of the things she's stated that she wants done have been offered to her, but again, unless we're coming with a brand new unit she does not want us there. I've agreed to come out and do these things and she is flat out refusing, her response even states that she wants another company out. There is literally nothing else I can do for this customer. The fact that she's called places 50 times says all you need to know. No one is blowing her off, she just keeps making unreasonable demands. Unfortunately, this is part of doing business, you can't make EVERYONE happy.

  There has been no shady work at her house. A permit was pulled and that permit passed on the first inspection. THEN she complained to the county because she still wasn't happy. I agreed to do the things the inspector wanted but she refuses. The county closed her case due to her refusal to let us amend the issues she had.

   

  Customer response

  10/24/2023

   
  Complaint: 20648131
  
  I am rejecting this response because: If you read the contract it says, licensed contractor not an employee of licensed contractor.  According to the ac manufacturer the warranty is not valid if non licensed employees install the unit. Who  holds the electric license.  I would like a copy of that.   An HVAC license does not cover electric.   Read the contract.   I don't want my new ac unit sitting on my landscaping ********************** still boggles mind how it could pass.  You covered over my sprinkler.   You have caused secondary damage.   Ground water flushed all over my unit.  
  
  Sincerely,
  
  *************************

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