Portland HVAC company doesn't live up to sales pitch

Portland HVAC company doesn't live up to sales pitch

Fired up

COMPLAINT: Gerald Jarboe, Portland, Ore.

"Sun Glow Heating & Air Conditioning quoted an HVAC job that included replacement of an existing gas furnace and installation of a new heat pump and matching thermostat. Part of the sales pitch was that the company always did a rigorous test of the installed heat pump to make sure it was working correctly.

"The installers removed the old furnace and installed the new one, hooking it up to existing ductwork. The electricians, who arrived in an unmarked van with no credentials, rewired the electric panel, wired the heat pump and left without explaining what they'd done.

"The installer installed the heat pump and new thermostat, finished the venting, hooked up the system, turned it on and left without going over the operation with me. He was very messy during the install, leaving sawdust all over and tracking insulation through the house, and he took longer than expected.

"They didn't do promised performance testing. I asked about it, and the company said they didn't have the parts to perform it and would do it in the future. I've called multiple times since, and they said they weren't performing the test."

DESIRED RESOLUTION: "Sun Glow should perform the diagnostic test as promised or pay to have another company do it."

STATUS: Penalty Box

Flower fuss

COMPLAINT: Andrew Riehle, West Linn, Ore.

"I recently relocated and needed a temporary solution for care of my orchids. I found Orchid Exchange had recently launched a program where they rented greenhouse space and provided care for a monthly fee. I signed up and gave them my orchids.

"I didn't think at the time to get an itemized list. The first hint of trouble came when I requested my plants be returned and they asked how many I'd dropped off and what specific variety they were. After a couple of days, I got a call saying they were ready to be picked up.

"When I arrived, I found the plants deemed mine weren't the ones I'd dropped off. The management said they're unable to do anything and insist the company made no mistake. They said the greenhouse isn't in their control but is owned by a third party, so I'm not allowed to go and see if I can find any of my orchids."

DESIRED RESOLUTION: "I'd like a refund of $720: $480 for the orchids they lost, which is $40 per orchid, plus $20 per orchid for any shipping costs."

STATUS: Penalty Box

Landscaping lament

COMPLAINT: Nancy L. Barker, Gresham, Ore.

"I hired Valley West Landscapes to plant and clean up the beds along my front sidewalk and weed, clean up debris, trim, and spread bark dust in my garden. They came out to give me a bid, which I thought they said was $175. They advised me to get certain plants and said they would pick them up when they came to do the work. Those plants weren't available, so I bought others.

"I called twice to say I was ready, and when I didn't hear back, I planted the plants and did the front myself. They came out a week later and did the weeding, trimming and cleanup and spread the bark dust. Other things weren't done. I got an invoice for $275, but it had the wrong ZIP code, and I hadn't received a hard copy of the bill beforehand.

"Despite the errors and the work I'd done myself, they wouldn't subtract from the bill, saying the work apparently would be done for free since it wasn't on the bid. Valley West says the errors don't matter, but they do to me, because I'm being charged for work that I performed myself or that wasn't done."

DESIRED RESOLUTION: "I sent two letters of concern; each included a check for $100. I'm disputing the $75 because some work wasn't done, there was debris left behind, and I did some of the work myself. I want Valley West to cash both my checks and accept $200 as total payment."

RESPONSE: Josiah R. Wolfe, vice president, Valley West Landscapes

"We'd like to extend our apologies for any miscommunication, and we'd like to offer the member a $50 Valley West Landscapes gift certificate redeemable for the value of plants from our grower."

STATUS: Resolved

Roofing ruckus

COMPLAINT: Victor Wassgren, Portland, Ore.

"Patrick Ogborn replaced siding on my roof gable and flashing. He ruined the materials I originally supplied, and I had to pay him double because it took longer than expected. He asked to be paid one-third of the cost, in cash, after the first day. After I paid, I noticed the work was completely unsatisfactory. He said he'd be back but missed two appointments. At this point, I had no confidence in his work, so I hired someone else to fix the job temporarily."

DESIRED RESOLUTION: "I'd like a refund of $985."

STATUS: Penalty Box


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