ComplaintsforMerts Heating & Air Conditioning

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home in October. Upon operating the heating system i became aware of some issues that related to the installation of the system. I spoke with multiple contractors and even had Merts come back to inspect. The advisors and even the Merts tech informed me that the air return duct work was causing an issue. The Merts inspector (before he noticed they did the installation) commented that "yeah the 6" would never do the job". When I reminded him they installed it the technician quickly pivoted to "they had a small space". From the information I have ascertained this system was installed knowing it didn't comply to industry standards. It may even represent a safety hazard since it can possibly overheat. Why they would choose to install a system that a professional would certainly have known was inefficient is unclear to me. Of course, the warranty doesn't apply to me since I am not the original owner. Basically, I am stuck with replacing a system that was knowingly installed in a way that an HVAC professional would have been aware of.

  Business response

  02/25/2022

  All work was performed for previous owner, see attached letter

  Customer response

  03/01/2022

   
  Complaint: 16757921
  
  I am rejecting this response because: doors being opened doesn't make the problem better.  Closing the doors has been helpful because at the rooms are warmer. I have left doors opened and it doesn't create warmth or a consistent temperature.  I will reach out to the technician from Chicagoland Heating that informed me that it could be a potential problem with overheating.  Also the MERTS technician that inspected the connection did indicate that the air returns are connected but that due to the size (6") they are not efficient. If I am to understand your reply, this system was designed to provide adequate heating throughout the home. However, I have been told by the Merts technician and 3 others that the 6" pipe used for the air returns is NOT the industry standard and the current system is inefficienct. 

  
  

  As the new owner I am left with no solution to the problem. Telling me to open doors, add insulation, etc does not change the fact that the design of the system was flawed from the onset due to the use of a 6" pipe.  I would like to know what the remedy is to correct the problem. 
  
  Sincerely,
  
  *********************************

  Business response

  03/07/2022

   ********************************************************************************************************* is not the original homeowner who hired Merts to perform a service.  No monies were exchanged for the installation of a furnace between Merts Heating and Air Conditioning and ******************.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First of all, Merts purchased Kleine ******************************** in 2020 or 2021, so that's why my receipt says Kleine instead of Merts. Not sure why they still use Kleine because it's 100% owned by Merts.Kleine installed a NEW furnace for me in December of 2013 and gave me a 10 year warranty. January 2, 2022 the furnace stopped working so I called them. They sent a service guy to repair it and he charged me $675, saying because it was the weekend he had to charge me, but once he talked to the office they would look into refunding me because of it being a warranty repair. I waited a few weeks but didn't get a call....so I called and talked to them. They said they'd look into getting a refund for the warranty. On 02/02/2022 I got a call from them saying they would only refund $150 (cost of the part?) of my $675. I asked WHY I was charged $525 labor for something under warranty that took less than an hour to replace (a gas valve)? They said it was an evaluation fee, plus labor, plus weekend surcharge. This is not acceptable to me, and I want a refund.Thank you.

  Business response

  03/07/2022

  Consumer:
  *******************
  1115 ***********
  ***********, ** 46307
  
  Case# ********
  
  To Whom It May Concern:
  
  Merts recently purchased Kleine Heating in June of 2020.  Merts Heating is standing behind the product and workmanship of the previous owners.
  
  Kleine Heating installed an ********* furnace for ************** on 12-12-2013.  At that time the equipment came with a 5-year part one l year labor warranty.  The equipment was eligible for an extended warranty which was given to **************. 
  The extended warranty is 10-year parts only.
  The warranty does not cover any labor or diagnostic fees it is a part only warranty.
  
  On 1-3-2022 Merts Heating was called out to Mr. ****** residence for a no heat call. It was a Sunday and was considered an emergency no heat call.  *********** professional was dispatched and diagnosed the problem; the furnace needed a new gas valve.  ************** agreed to the repair at the time.  At the time of repair, the warranty information was not available to the service professional and stated to the customer we would get back to him during normal operating hours to see if this is covered.
  
  Merts must follow the guidelines set by the manufacture for warranty process.
  According to the manufacturer routine yearly maintenance must be performed on the equipment with proof that it has been completed. Please see attached documentation from the manufacture stating requirement.  ************** has never had any maintenance on this system.  As a courtesy to the customer ********************** was able to refund ************** $150.00 towards the gas valve.  But the labor and diagnostic fee is not covered by any manufacturer warranty.
  
  Tell us why here...

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