ComplaintsforHome Comfort Alliance, LLC formerly GS Heating Cooling & Electrical

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this home in Dec. of ****. I was only living here for a couple of months when the existing Heat Pump failed. I contacted GS Heating and Cooling (now part of Home Comfort Alliance) to see about having it repaired. The reason that I called GS is that one of my co-************ worked for them. A technician came to trouble shoot the system. He told me that a circuit bord was "fried" and he didn't know why. A replacement would cost $2300 and it may fry this one too, so recommended replacing the Heat Pump. After comparing prices width others, I ordered a new one from GS Heating. I had also purchased a heat pump for my previous home from GS.Since that time I have had nothing but problems. The repair people know my house as well as their own.This unit would fail every few months. The Techs. that were dispatched would come out and throw parts at it until it would work again. A couple of months later they would do the same thing. This continued many times.This last time, heat pump lasted most of the Summer, which was a record-breaking event!All was well until it got cold again. Here it is Sunday after noon and I'm having to use my time to write to you.Today when I called, letting them know that it had failed AGAIN, I was told that they didn't have anyone available until next Wednesday.The unit that they installed in my previous home was a ******, and never had an issue. I asked that they replace this "York Lemon" with a ****** like the last one. Of coarse that, to them was out of the question.The York that I have now is junk, and obviously unreliable. I did get a 10 year parts and labor for this unit, but have to use it every few months. ONLY A FOOL KEEPS DOING THE SAME THING AND EXPECTS DIFFERENT RESULTS! I heard that quote somewhere.So now what?

  Business response

  11/07/2023

  While we understand that this is a frustrating experience, we will continue to work with **************** to identify and resolve the issue. The summary of what we have found is that **************** lives on Camano Island at the end of the power grid. This has caused low power fluctuations and in turn caused issues with his **** system, all of which seem to be effecting electronic components. These component failures are components that are sensitive to drops or spikes in power. We asked **************** to have his PUD monitor his power and in the 10 day span they monitored ****************' power they recorded one low voltage event and one loss of power event. We are happy to provide this report.   Considering we believe this issue is based on the unique situation of what is happening with his power as indicated on the report provided from PUD, we researched and found a product that will protect the **** system from low voltage/ brown out events and plan to install this at no charge during this current replacement of failed electronic components. 

  Customer response

  11/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, assuming that all is well after the repairs are completed.
  
  Sincerely,
  
  ***************************

  Customer response

  11/08/2023

  I'm not sure what's going on here but I never closed this issue. Why would I? The repairs have not even taken place yet.

  Customer response

  01/17/2024

  Ok, here's the status of my complaint. It's still ongoing. I have not had heat (other than my wood stove) since the filing of the complaint. I have been without for about 6 weeks now. Today it's supposed to drop down to around 10 deg,F and snow. I called the company yesterday and was told that they would send out a tech. next Wednesday. I informed them that my next call would be to the President of the company, which I did. I was not able to talk to him as he had gone home for the day, so I left him a message describing my situation and ending with a question as follows. "Would you put up with this S...! if it was your heat pump, in your home?" 

  He (Mr. ********* has not attempted to contact me, however he must have contacted someone, as now I  have a tech coming in the morning to take another look at my system and discuss replacing the entire system with another brand. The brand ********* that they are offering has a worse rating than the York that I currently have. I guess that's what $12,500 gets you these days. As previously stated, the one I have has never worked properly. Every time it gets cold, it quits and every time it gets warm, it quits. And I have been putting up with this for 3 years now. I requested a Lennox brand but that was not an option. I had a Lennox heat pump installed in my previous home (by the same company) and never had a problem.

  One more point: one of the lead techs told me, on one of his previous visits, that we should be compensated for all this mess. I responded by saying that it would be nice if they would replace the chordwood that I have burned up because the heat pump wasn't working. ( I am now out of wood, as the woodstove was not intended to be my only heat source) His Manager would not even consider that as an option.

  Business response

  02/05/2024

  We have been acting as the warranty agent for this equipment installation. We were also the original installing contractor.  The equipment manufacturer, York, has offered to replace the equipment with an alternative model/brand that it represents, which should address the customers concerns of continued issues arising related to the warranty parts or replacement of a 'same model' in the same envirnment.  The customer has, to date, refused the ******* replacement, so we are left with the only other option, under warranty, of continuing to work through his original equipment.

  Customer response

  02/08/2024

  The above information from the "Business" is total "BS". The field supervisor was supposed to come to our house to discuss the ******* unit with **. Yes, I was not happy with that solution as, with a little research, found that the ******* unit was not even rated in the top 20. It was, in fact lower on the list than the York that I have. I wasn't excited about jumping from the pan to the fire, but agreed to discuss this with him and the York representative. That meeting never happened (it was supposed to happen over 2 weeks ago). I did talk with the field supervisor about this, and he informed me that he was off sick the week that we were supposed to meet, but no one bothered to let me know.

  I was informed that we would continue with the tried and proven failures that we have been following for the last 3 years, by you. I have heard nothing of the sort from them. In fact, I have heard nothing from them at all since that conversation with the field supervisor.

  I have never sewed anyone before, but I'm thinking about contacting an attorney to discuss my options.

  Customer response

  02/08/2024

   
  Complaint: 20797631
  
  I am rejecting this response because: Please see previous responce.
  
  Sincerely,
  
  ***************************

  Business response

  02/09/2024

  The customer has reached back out to us to say that he has not 'refused' the replacement offer from ****...only that he doesn't want it compared to our company offering a brand offered by a different manufacturer. We are working with York to see if they will provide a credit for the original equipment and then we could work with the customer on a replacing the unit with an alternative brand.  Our service team will continue to communicate options to the customer.

  Customer response

  02/13/2024

  Good afternoon,

  I am not ready to say that I am satisfied with the proposed plan of action from the business as nothing has been done to remedy the issue in the last 3 years, and nothing solid has been proposed. I think it would be a bit premature to say that I am satisfied at this point. Plus, the business has given you inaccurate, and / or incomplete, information on certain points about the power quality. Saying that we are at the end of the power grid and that the power quality is the problem. I am a retired Relay Technician from the very same utility company that provides the power to this area. A second point is that I have a monitor in my house that monitors the power quality 24/7. I have several appliances that are also Micro-processer based controllers that use that same power, and not one of them have had a single issue. And another point, if you need more, is that the business installed surge arrestors that **** provided to protect their equipment from the dips and spikes in the power supply, and that too did nothing to correct the problem.

  Business response

  04/15/2024

  We are in the midst of having replaced the original outdoor and indoor equipment in the past week and are ensuring it is up and running satisfactorily for ***************.  We are futhermore providing an agreed upon reimbursement for wood use and an agreed differential in new vs original equipment used.  

  Customer response

  04/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a heater/air conditioner installed on November 2nd. After the crew was finished they left a huge mess. There was garbage on the floor, mud on my hardwood floors, sharp metal screws on the floor of the garage, insulation and other plastic junk on the floor, and they did not put the refrigerator back or close the crawl space door. After calling, I had another member come out to the house and he discovered that the unit was not sealed (warm air was blowing in the garage). After another call, we had an appointment for a staff member to come to the house to correct the problem on November 16th. This person was a No call No Show. The manager **** verified that the appointment was scheduled and the tech just blew it off. So, I called again and had to set up another appointment. Finally the tech came over and fixed the job. He properly sealed the unit and fixed the door on the unit that was installed UPSIDE DOWN! The manager came out to my house a week later and listened to my long list of complaints and he vehemently apologized. He only offered me an extended warranty. I told him for all my troubles, house visits, and the mess that his offer was not sufficient to satisfy me.

  Business response

  02/01/2022

  We performed an installation on 11/2/21 as noted. In following up with the homeowner, the job site was not left as clean & tidy as wed expect or typically provide although a huge mess implies considerably more items and volume left unattended that what was communicated to our staff.  A site visit from an install manager was provided after one of our installers, who was scheduled for the return trip contracted Covid-19 and was unable to work that day.  Upon arrival, we worked to resolve the issues with the customer which included the measures taken and straightening/reversing the door orientation (they can be installed in either fashion depending on air flow).  In recognition, the homeowner was offered an extended warranty to provide confidence in the product/installation, a cash refund to provide some relief for the clean up and return trip as well as the offer to pay the customer utility **** for that portion of time. 

  Customer response

  02/08/2022

   
  Complaint: 16450993
  
  I am rejecting this response because:I did get another gas **** and the **** was for $311.00, apparently there is a leak. We were out of the country for 3 weeks. I was never notified that your employee had Covid. I was told that the employee did work that day and he just didn't get to me. I waited for THREE HOURS! A mess was left. Garbage, screws, paper and the refrigerator was not put back. I enclosed the photo's. Your crew also left mud tracks on my hardwood floors. I think you should drug test your employees because your clown you sent was high. I work in ER and I know when someone is tweaking. This job costs $9500. Jonahan said he was going to send a check for $450 last week. It never arrived. An extended warranty is useless to me. I believe money is the only answer. I do not want these buffons in my house.
  
  Sincerely,
  
  ***********************

  Business response

  02/17/2022

  ***** and I have been talking and there was a miscommunication. one of his auto bills did not go through and gave him the impression that the **** was much higher than it was. His other concerns have also been address and he called in to pay the remainder of the ****. 

  Customer response

  02/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

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