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West Chester Hvac Articles
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Conditioning for about 10 years; when we bought our home, they were the former
owner’s HVAC provider. We believed that they were adequately maintaining our
oil boiler on a yearly basis each fall, and we had spent about $5300 between
2007 and October, 2012 on maintenance, parts and services, as we were told the
parts and services were necessary for this aging unit. Over 2 years ago, we
contacted BVHAC with concerns about small black pieces of what appeared to be
dust, soot or mold coming out of our air conditioning vents. They sent someone
out who went into the attic and took some pictures of black spots on the a/c air
handling unit in the attic. That person
BVHAC suggested having the local ServPro owner come out and
look, and he certified that this black stuff was NOT mold. We went back and
forth with BVHAC about replacing the flexible duct work (which couldn’t be
cleaned) which was appeared at the time to be the source of the soot coming out
in our rooms, on our furniture and on our beds, and calls were not returned by them
in a timely manner; in fact at one point, an employee said, "…we dropped
the ball.” Worse, there appeared to be no interest on their part to follow up
why soot was being ejected into our home.
In April of 2013, we had our chimneys cleaned. I told the
chimney contractor about the soot problem, and he showed me what it was. We
turned the heat up and watched as black sooty smoke came out of the top of the
oil burner and was sucked up into the vent system by the circulating fan. We did
not call BVHAC at the time as their past response to this issue was essentially
to do nothing. We decided to call another HVAC company for pre-winter
maintenance (from Angie’s List) who came out in mid-October, 2013. I watched as
the technician removed the top cover of the unit- underneath was at least an
inch of greasy soot; the gasket was loose and had deteriorated, and the baffles
were also covered in soot. The technician stated that this condition was so
deplorable that it was unsafe to restart the unit. It appeared that no one from
BVHAC ever opened the top of the unit. The last maintenance from BVHAC
was October 17, 2012, just one year earlier. How that service person did not
see this issue is beyond me. We had no choice but to replace the unit with a
new one. The new company’s technician’s comments on the service form were:
“Found boiler sooted up badly. Refractor
split and has holes.”
I wrote to BVHAC’s owner on 10/29/13, described the
situation, provided an internet link to pictures I took, and commented, “Since
2007, when the refractor was installed at a cost of $1465.00, we have spent an
additional $3850.00, for a total of $5315.00. What we have to show for that is
a broken-down, poorly maintained boiler that has spewed greasy, oily soot
throughout our home for over two years. We have been breathing this stuff for
over two years.”
I requested a response from BVHAC to let us know what they
planned to do to rectify the obvious neglect during yearly maintenance visits.
I received a phone call from the owner who admitted that the company had made
serious mistakes in our home. He asked me what I wanted from them to “mitigate”,
and wanted to know if he should either “get out my checkbook or call my
Early in November 2013, BVHAC sent a service manager (who was
subsequently fired for his lack of customer service skills), a project manager
and the local ServPro owner to again re-examine the situation. The service
manager, who announced himself as the ambassador for BVHAC immediately focused
on our new boiler and wanted to drill a hole to do a combustion analysis. We of
course refused as we had a scheduled appointment with the new company’s Quality
Assurance technician to do that analysis as well as other testing. The service
manager then wanted to know if we burned candles, as though this might be the
source of all this soot, and questioned how often we used the propane
fireplace. The gentleman from ServPro just looked embarrassed by the whole
situation, and clearly found evidence of soot in the attic and elsewhere.
In my letter of 11/24/13 to BVHAC, I stated that I did not
want them to do any work- cleaning the attic, replacing the ductwork-
due to their historical poor service, lack of concern and non-responsiveness.
HVAC is not an area of expertise for us. I asked the owner to figure out what
needed to be done, and suggested we’d like the cost of attic cleanup and
installation of new ductwork throughout, as well as reimbursement for the cost
of the refractor that was found to be cracked and breached; it was installed
new in 2007.
The owner of BVHAC responded in writing. He apologized for
the lack of responsiveness to my letters of 10/28/14 and 11/24/14.
Unbelievably, he expressed his disappointment that “you have lost confidence in
our company.” He went on to say that he
was troubled after 6 years (actually 10 years) of apparently satisfactory
services, things have deteriorated to the point where we are demanding a
resolution based on another contractor’s first visit, “…it seems that this
contractor’s only goal was to gain a new customer at our expense.”
He agreed that based on the pictures posted, the boiler
appears to have been neglected. In his own defense, he stated that the last
service ticket dated 10/17/13 indicated that the boiler was cleaned and tuned up
and running efficiently and well within all normal parameters. Finally, he
stated that he assumed that work has been satisfactory over the years because
we paid our bills! It’s unfortunate that I did not stand over the technician to
watch each time they came. BVHAC has, and had no intention of making anything
I am submitting this review to warn others- watch what BVHAC’s
service people do, especially with an older model unit. We have spent a lot of money to fix this
problem, and are extremely satisfied with our new HVAC company.
Staying with BVHAC would be like returning to a surgeon who
amputated the wrong leg."
we've had a problem with our water not staying hot and boiler going off. We called and a service tech came and replaced a nozzle and another tech came a few days later to replace the same nozzle (at no additional charge) and said we needed a new mixer that had to be ordered and came back a few days later to install it. The problem still persisted though. Another service tech came and pressed the restart button and then sat in his car for a half hour bringing us a bill for $170. This service tech implied that since we weren't under a contract with them that we weren't important customers. An hour after the tech left the boiler shut off again.
Having spent over $700 with little to show for it, except for a couple new parts that may not have had to be replaced, and still not having our problem fixed, I called
It's a shame that they went downhill like that. I enjoyed being a loyal customer, but as
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West Chester, PA
West Deptford, NJ
Huntingdon Valley, PA