McAtee Plumbing, Heating & Air

As before they refuse to refund the cost of piping for the 5th hole and ton coilAs previously pointed outThey installed a ton system without permission after being paid for a ton systemThey will never take responsibility for their actionsThey can say whatever but fact is they signed a contract for a ton system and installed a ton system and where paid for the ton systemIt took hiring a third and 4th parties heating and cooling companies to come evaluate the system to find out the truth about what they didAll this is well documentedThey took advantage of me and my wife, knowing we were busy moving from Virginia while the new house was being constructedThey never told us what they did, we had to pay another company to fix the system and that company informed us what what McAtee had doneAgain we signed a contact for a ton system and paid them for a ton systemThey took advantage of our being busy moving from Virginia and changing jobs and not being able to be at the siteThey got paid for a ton system and installed a ton system and did not tell usAgain this is all well documented, including witness statements from the main contractor who built the house and the 3rd and 4th parties heating and cooling companiesThey will never take responsibility for their actions Regards, [redacted]

This customers experience with McAtee in no way reflects our business practicesOur Director of Operations has already been in contact with the property owner, and resolved the complaint to the customers satisfaction

McAtee installed a ton Geothermal unit, as well as a ton coilThe additional parts and labor required to install a ton system are the same as needed to install a ton systemThe only cost difference is the actual cost of the Geothermal unit itselfAs verified by a third party brought in by the homeowner, the system that was installed by McAtee is sufficient for the property in questionThe system was inspected by the local municipality, and approvedWe met at the property with the homeowner, as well as the local inspector to address concerns the home owner had after the system was installed and operationalThe concerns were addressed, and approved by the homeowner as well as the inspector, and performed at no additional charge to the homeownerMcAtee did indeed refund the customer $for drilling holes instead of 5, despite the additional cost incurred by using 1" piping instead of 3/4" piping for the well loopsMcAtee is offering to refund the homeowner the cost difference between the ton Geothermal unit and the ton Geothermal unit, which as shown via previous documentation is a total of $

In response to the complaint filed by this customer, McAtee LLC did install the Geothermal heating and cooling systemWe found that if we increased the size of the piping for the Geothermal loops from 3/4" piping to 1" piping we could eliminate the need for a 5th loop, and the drilling necessary for the 5th loop The property owner expressed concern in regards to the pricing of loops over loopsAs a good faith effort to solve the customers concerns we refunded the customer $We returned to the property on several different occasions to address concerns that were out of our control, and did not apply any additional charges despite these issues being out of our controlIn an effort to resolve the concerns of the property owner I have attached a quote for the ton unit, as well as the ton unitMcAtee LLC is willing to refund the customer the price difference in the unitNote there is no additional instillation, loop field, or parts costs in the systems other than the actual cost difference of the unit itself which totals a difference of $On our last visit to the property the local municipality inspector was present, and stated that the system was installed to his satisfactionThe company that the property owner had evaluate the system after we installed it also states "the equipment installed is adequate for providing comfort conditioning during the summer and winter months"The local inspector, and a third party company both agree the system is installed appropriately, and is adequate for maintaining the comfort level desired

In response, although the work performed by McAtee did resolve the pooling and runoff issues, in effort to meet or exceed your expectations of McAtee and to ensure the level of customer service we are known for we are prepared to reimburse you $Please feel free to contact our office to make arrangements

In response to McAtee's responseI would like to calify each of the followingThe contract with McAtee (11-13-2012) specified that -180' holes and lines would be drilled and installed, along with a ton Geomax Geo-Thermal H/P and a ton Evaporator coilOn the day of signing the contract with Mr***, Mr [redacted] told me he used 1" lines instead of the 3/4" lines and that the holes were necessary for a ton unit to function properlyAfter the driller finished and left, the main contractor who was building our home called and notified me that they had only drilled holesI contacted Mr [redacted] and questioned him on why this was doneHis response was the same about the lines size would properly operate the ton unitAt no time did he let me know that the whole sytem had been changed to a ton systemI asked him what he was going to do about the th hole and he offered me a $refund, I told hime I wanted refunded for the hole and the lines going to itHe upper the offer to $I accepted it not knowing how much the driller had charged per hole and how much the lines and fitting related to the hole would cost and NOT knowing that indeed McAtee had installed a ton systemLater my main contractor contacted the driller and he said he charged $per hole, not including the piping and fitting between the 4th and 5th holesFollowing this problem, we had several other issues with the sytem and after attempting numerous phone calls and text messages to Mr [redacted] to get him to address the problem, I wrote a letter and sent it to [redacted] (3-03-2013) asking him to please help resolve the issues and expalined the drilling of the holes and other issuesMr [redacted] sent me an additional check for $at that time and said he would address the other issues, again, remember at no time had anyone told me that they had installed a ton system instead of the ton system that the contract specifiedThe problems continued all that summer with the system, including McAtee taping into a void in the wall under the kitchen cabinets in an attempt to place a return air register upstairsThis caused an extremely load noise under the cabinets that my main contractor had to tare all the trim out from under the cabinets and seal the wall behind the cabinets and replace all the trim againThis continued up till fall and after numerous calls to Mr [redacted] and Mr***, I wrote another letter to Mr [redacted] again asking for help to fix the issues (10-29-2013)After that letter Mr [redacted] did attempted to address the issues, but when cold weather arrived we had more issues and the room upstairs stayed coldWhen spring arrived we made a decision to bring in a 3rd party (6-02-2014) to come and make an evaluation of the system and why it would not workThe 3rd party came out and informed me that I had a ton system instead of the ton system that the contract had specifiedRemember the contract specifies 5- 180' holes and piping for holes, a ton Geomax Geo- Thermal H/P Unit and a ton Evaporator coilAT NO TIME did Mr [redacted] or Mr [redacted] let me know that a ton system had been installed instead of a ton system, only the excuse for not driling the 5th holeThe 3rd party said we would have to have a 3rd zone installed upstairs, along with a 12" new duct system to the upstairs and a bypass installed on the main blower unit under the house to relieve the back pressure when only one unit called for air, they also informed me that McAtee had the two bottom floor zones wired to turn on at the same time no matter which zone called for airThey gave me an estimate of $to install and fix all issuesI hired them and had the installs and fixes doneI then called [redacted] of McAtee and informed them of what the 3rd party had found and that I was very upset with being charged for a ton complete system by contract signed by Mr [redacted] on 11-13-and finding out on 6-02-that indeed a ton complete system had been installedI asked Mr [redacted] of McAtee for refund of the total difference between the ton system that the contract specified and the ton system that McAtee had installedI asked for a total break down of the total costs related to both systems for comparisons, with both showing total drilling costs per hole, piping for each hole, cost of the heat pump and cost of the evaporator coilRemember McAtee only refunded the cost of drilling one hole and nothing else and again they had never informed me on installing a ton system and I would not have found out if I had not of had the 3rd party come in and evaluate the system and issuesHave not received an offer of my request for the total comparisonI then met with a lawyer and he advised me to bring in a neutral 4th party Geo-Thermal expert and have him do an evaluation of the sytem with the improvements made by the 3rd party and also verify that the system McAtee had installed was a ton system instead of the ton system that the contract had specifiedThe 4th party came and made the evaluation and verified that a ton system had been installed instead of the ton system that the contract with McAtee had specifiedThe 4th party did show that the system with the new installs and fixes that the 3rd party had installed should work adequately nowThe 4th party also wrote a letter stating that if his company had installed the system the difference in price between a ton complete system and a ton complete system would be an additional $5,chargeMy lawyer sent Mr [redacted] all this info by certied letter on 8-13-2014, asking Mr [redacted] to resolve the issueOur lawyer has never heard anything back from Mr [redacted] or McAteeIn a final attempt to settle this situation I wrote another letter to Mr [redacted] asking him to resolve this situation on 12-06-and sent it by certified mailIn that letter I sent copies of the string on complaints and letters, including the request from my lawyer that had been ignoredAfter hearing nothing back again from Mr [redacted] and or McAtte, I called Mr [redacted] office on 12-28-and asked to speak with himHis secretary said he has in a metting and took a message from me asking him to call me backI have yet to hear anything from Mr [redacted] and or McAteeSo I filed this complaint as an attempt to settle this situation and put it behind me and my wifeThe bottom line is McAtte signed a contract for a complete ton Geo-Thermal heating and cooling sytem and knowingly installed a ton system insteadThey are not addresing all the issues and costs related to the total cost of the two systems I am rejecting this response because: They are refusing to address the total cost of installing a ton Geo-Thermal system instead of the total cost of what the contract called for of a total ton Geo-Thermal system.Regards, [redacted]

This is to notify you that the compliant that I filed against McAtee Plumbing, Heating and Air (Complaint # [redacted] ) has been successfully resolved I spoke with [redacted] ***, McAtee's Director of Operations, who could not have been nicer in resolving the situation [redacted] has committed to making sure that we are happy with McAtee's services I believe that my initial experience is not reflective of how McAtee normally conducts business, and I plan to be a customer of theirs in the future.Please contact me with any additional questions.Regards, [redacted] ###-###-####

With this particular situation, [redacted] was called out to perform a service call for said customer [redacted] 's employees performed the work requested for homeowner to her satisfaction Customer then approached our employees on site and asked them to perform other jobs that are unrelated to the business activities of [redacted] These employees engaged with customer to perform other requested unrelated jobs for a fee to be paid to them individually [redacted] stands behind this customer and will finish what the employees started because we have a zero tolerance policy for moonlighting [redacted] will rectify and make sure customer is happy The employees engaged will be facing disciplinary action Customer has already been contacted by [redacted] and scheduled for Monday 8/11/for a site visit and a plan to rectify the uncompleted moonlighted work

Upon accepting this job from *** *** ***, which was our first ever job working for this warranty company, we showed up at the customers home to find the heat pump and the furnace not working In order to get the customer heat of some kind we did what we needed to do to fix their furnace
Once that was completed, we then contacted their warranty provider with the estimate to fix the heat pump The warranty provider would not approve all work that needed to be completed in order to get the heat pump in working condition When that was told to us, we relayed our concern to the warranty company that the partial repair would not fix the heat pump fully, and that we did not want to do work for a company that wouldn't allow us to fully perform our job to complete all repairs We asked them to remove us from this job and deploy another company and that we were no longer interested in doing work for.the warranty company moving forward The $fee was a fee required of us to collect per the warranty company instruction as part of a trade call fee

At no point has McAtee denied a ton geothermal unit was installedMcAtee has offered numerous times to refund the customer the cost difference between the ton unit, and the ton unitAs stated in numerous replies, the only cost difference between a ton and ton is the actual cost difference of the unitMcAtee met with the homeowner and local inspector at which time both the homeowner and inspector from the local municipality were pleased with the finished product and it was deemed sufficient for comfortAgain, McAtee is willing to reimburse the customer the price difference between the actual cost of the ton unit and the actual cost of the ton unit

Mrs***, were sorry that you feel that way about our company We came out and made a repair on your line the first trip out as is our conditions set forth by your warranty provider When our technician was on site the 2nd time, he found no further issues with regards to leaks on your
line, which is to say everything was fully operational Your warranty provider advised you of our findings and that there was no further work required of us by them We have since been advised by your warranty provider that we were to make a total line replacement This has been scheduled for Thursday February 8th Thank you and have a nice weekend and we will see you Thursday morning

This is not true the business is obviously not willing to make the issue right, because when I called back he did tell the receptionist he was willing to send someone out to my home on Friday, I told the receptionist I already had someone coming out to the home on Friday but if that is what needed to be done by his company in order to get my money back that was fine but I was still going to have the other company repair the unitat that point in time the manager became argumentative stating he wasn't going to help me then (not directly to me, but to the receptionist that I was still on the phone with) when she came back to the phone I just said forget it don't have them come out because of the way I was being treated at that point by the company.
Regards,
*** ***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

When we contacted McAtee it was to fix a wet basement wall issue ---and they knew this---the water runoff in the neighbor’s yard was a secondary issue that was brought to their attention at the time of their first visit.McAtee was hired to fix the wet basement wallsThe photos I attached to my complaint clearly indicate that this was the primary issue that needed to be fixed Their technicians said that tying in the down spouts, building a yard drain and installing a gravel pit would fix both issues There was never any mention of any crushed underground lines because there were no underground lines connecting the downspouts until they installed new ones(If I had underground lines that were crushed, how would they even know that if they never ran a camera thru them)The technicians specifically stated that the work they were to perform would fix the problem with the wet basement walls It did not They fail to mention in their response that is took additional visits from their technicians --- Sept25th, Sept 28th and Oct 2nd--- after the wet basement wall was supposedly fixed, to try to diagnose why the wet wall was not drying upAt none of these visits did they run a camera through the waste lines but repeatedly stated they did not feel it was a waste line problem The manager recommended (without visiting the job site) that I go elsewhere for another opinion because, based on his technicians’ findings, he felt it was not a plumbing or waste line problemHe gave me Jim Blair’s phone number and I contacted him and made an appointment; they did not send him out MrB*** felt we may have a foundation drainage issue, but before acting on his findings, my kitchen sink backed up and another plumbing company was called out that diagnosed the problem of the wet basement wall correctly It was not a foundation drainage issue.McAtee’s statement regarding the other company’s findings was correctThe sewer line was supposedly installed incorrectly at the time the house was built years ago But this is what we hired McAtee to find and fix And they would have if they had run a camera through all of the lines initially In McAtee’s response they stated that they were hired to fix the water runoff and the wet basement wall was a secondary and separate issue that they were no way involved withThis was never the caseIf this is what they believed, why would they continue to send technicians out to find out why the wall was not drying up and why would they offer me a token $for something they were no way involved with?They were hired to fix the wet basement walls! Their technicians assured us connecting the down spouts, building a yard drain and installing a gravel pit would fix the wet basement wall issue as well as the water runoff problem, and in good faith we contracted with them to fix both problemsThey never fixed the wet basement wall issue but charged us to do so. I am still willing to work with McAtee to resolve this issue before filing suitSince their manager never visited the job site, perhaps he was getting erroneous information from his technicians in the fieldThis information includes; (1) we did not have crushed underground drain lines because we did not have any drain lines connecting our downspouts until their technicians dug up our yard in that area and installed them(2) The gravel pit was installed incorrectly by the first set of techniciansOur yard had to be dug up again to fix the problem(3) Their technicians hooked up a new drain line to a line that was bowed and holding water(4) And more importantly, their technicians repeatedly stated, while never running any camera through the lines, the wet wall was not caused by a plumbing or waste line issue.If McAtee investigates these issues further on their part, they may find that information from the field to the office was passed on incorrectly Based on their findings I hope they would be willing to work with me to resolve this issue without my having to pursue legal action.Regards,
*** ***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Will be waiting to see results

A manager came out to look at the unfinished showerI showed him the poor quality of the work and where it was unfinishedAlthough this was a job outside of buisness related work the manager is rectifying the problem by having another team member redo the shower and finish for me at no extra costThe new gentlemen has done a very good job and stepped me through the whole processThe manager has continued to call and stop by to assure the work is done to my satisfactionI am very pleased with their promptness and proffessionalism in handling this matter, however displeased that the employee that caused this situation is still working for their company

In response to McAtee's response. I would like to calify each of the following. The contract with McAtee  (11-13-2012) specified that 5 -180' holes and lines would be drilled and installed, along with a 5 ton Geomax Geo-Thermal H/P and a 5 ton Evaporator coil. On the day of signing the contract with Mr. [redacted], Mr. [redacted] told me he used 1" lines instead of the 3/4" lines and that the 5 holes were necessary for a 5 ton unit to function properly. After the driller finished and left, the main contractor who was building our home called and notified me that they had only drilled 4 holes. I contacted Mr. [redacted] and questioned him on why this was done. His response was the same about the lines size would properly operate the 5 ton unit. At no time did he let me know that the whole sytem had been changed to a 4 ton system. I asked him what he was going to do about the 5 th hole and he offered me a $300 refund, I told hime I wanted refunded for the hole and the lines going to it. He upper the offer to $1000. I accepted it not knowing how much the driller had charged per hole and how much the lines and fitting related to the hole would cost and NOT knowing that indeed McAtee had installed a 4 ton system. Later my main contractor contacted the driller and he said he charged $2500 per hole, not including the piping and fitting between the 4th and 5th holes. Following this problem, we had several other issues with the sytem and after attempting numerous phone calls and text messages to Mr. [redacted] to get him to address the problem, I wrote a letter and sent it to [redacted] (3-03-2013) asking him to please help resolve the issues and expalined the drilling of the holes and other issues. Mr. [redacted] sent me an additional check for $1500 at that time and said he would address the other issues, again, remember at no time had anyone told me that they had installed a 4 ton system instead of the 5 ton system that the contract specified. The problems continued all that summer with the system, including McAtee taping into a void in the wall under the kitchen cabinets in an attempt to place a return air register upstairs. This caused an extremely load noise under the cabinets that my main contractor had to tare all the trim out from under the cabinets and seal the wall behind the cabinets and replace all the trim again. This continued up till fall and after numerous calls to Mr. [redacted] and Mr. [redacted], I wrote another letter to Mr. [redacted] again asking for help to fix the issues (10-29-2013). After that letter Mr. [redacted] did attempted to address the issues, but when cold weather arrived we had more issues and the room upstairs stayed cold. When spring arrived we made a decision to bring in a 3rd party (6-02-2014) to come and make an evaluation of the system and why it would not work. The 3rd party came out and informed me that I had a 4 ton system instead of the 5 ton system that the contract had specified. Remember the contract specifies 5- 180' holes and piping for 5 holes, a 5 ton Geomax Geo- Thermal H/P Unit and a 5 ton Evaporator coil. AT NO TIME did Mr. [redacted] or Mr. [redacted] let me know that a 4 ton system had been installed instead of a 5 ton system, only the excuse for not driling the 5th hole.. The 3rd party said we would have to have a 3rd zone installed upstairs, along with a 12" new duct system to the upstairs and a bypass installed on the main blower unit under the house to relieve the back pressure when only one unit called for air, they also informed me that McAtee had the two bottom floor zones wired to turn on at the same time no matter which zone called for air. They gave me an estimate of $2900 to install and fix all issues. I hired them and had the installs and fixes done. I then called [redacted] of McAtee and informed them of what the 3rd party had found and that I was very upset with being charged for a 5 ton complete system by contract signed by Mr. [redacted] on 11-13-2012 and finding out on 6-02-2014 that indeed a 4 ton complete system had been installed. I asked Mr. [redacted] of McAtee for  refund of the total difference between the 5 ton system that the contract specified and the 4 ton system that McAtee had installed. I asked for a total break down of the total costs related to both systems for comparisons, with both showing total drilling costs per hole, piping for each hole, cost of the heat pump and cost of the evaporator coil. Remember McAtee only refunded the cost of drilling one hole and nothing else and again they had never informed me on installing a 4 ton system and I would not have found out if I had not of had the 3rd party come in and evaluate the system and issues. Have not received an offer of my request for the total comparison. I then met with a lawyer and he advised me to bring in a neutral 4th party Geo-Thermal expert and have him do an evaluation of the sytem with the improvements made by the 3rd party and also verify that the system McAtee had installed was a 4 ton system instead of the 5 ton system that the contract had specified. The 4th party came and made the evaluation and verified that a 4 ton system had been installed instead of the 5 ton system that the contract with McAtee had specified. The 4th party did show that the system with the new installs and fixes that the 3rd party had installed should work adequately now. The 4th party also wrote a letter stating that if his company had installed the system the difference in price between a 4 ton complete system and a 5 ton complete system would be an additional $5,500 charge. My lawyer sent Mr. [redacted] all this info by certied letter on 8-13-2014, asking Mr. [redacted] to resolve the issue. Our lawyer has never heard anything back from Mr. [redacted] or McAtee. In a final attempt to settle this situation I wrote another letter to Mr. [redacted] asking him to resolve this situation on 12-06-2014 and sent it by certified mail. In that letter I sent copies of the string on complaints and letters, including the request from my lawyer that had been ignored. After hearing nothing back again from Mr. [redacted] and or McAtte, I called Mr. [redacted] office on 12-28-2014 and asked to speak with him. His secretary said he has in a metting and took a message from me asking him to call me back. I have yet to hear anything from Mr. [redacted] and or McAtee. So I filed this complaint as an attempt to settle this situation and put it behind me and my wife. The bottom line is McAtte signed a contract for a complete 5 ton Geo-Thermal heating and cooling sytem and knowingly installed a 4 ton system instead. They are not addresing all the issues and costs related to the total cost of the two systems.  I am rejecting this response because: They are refusing to address the total cost of installing a 4 ton Geo-Thermal system instead of the total cost of what the contract called for of a total 5 ton Geo-Thermal system.Regards,[redacted]

With this particular situation, [redacted] was called out to perform a service call for said customer.  [redacted]'s employees performed the work requested for homeowner to her satisfaction.  Customer then approached our employees on site and asked them to perform other jobs that are unrelated to...

the business activities of [redacted].  These employees engaged with customer to perform other requested unrelated jobs for a fee to be paid to them individually.  [redacted] stands behind this customer and will finish what the employees started because we have a zero tolerance policy for moonlighting.  [redacted] will rectify and make sure customer is happy.  The employees engaged will be facing disciplinary action.  Customer has already been contacted by [redacted] and scheduled for Monday 8/11/14 for a site visit and a plan to rectify the uncompleted moonlighted work.

This is to notify you that the compliant that I filed against McAtee Plumbing,...

Heating and Air (Complaint #[redacted]) has been successfully resolved.  I spoke with [redacted], McAtee's Director of Operations, who could not have been nicer in resolving the situation.  [redacted] has committed to making sure that we are happy with McAtee's services.  I believe that my initial experience is not reflective of how McAtee normally conducts business, and I plan to be a customer of theirs in the future.Please contact me with any additional questions.Regards,[redacted]###-###-####