ComplaintsforGilmore Heating & Air

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 years ago, we purchases an air conditioning unit from Gilmore Heating and Air and every summer since then, we have had an issue. Air conditioning is set to 73 degrees and the inside of the home it doesn't go under 84 and sometimes reaching 90 degrees. My mother is 74 years old with a small dog. Each summer she gets headaches and nausea from sitting in the heat inside of her own home. Each year we are told that its the coolant and that a part needs to be ordered. Taking anywhere from 2 weeks to a month. It is unacceptable. Last year I had to put my mother in a hotel with her dog so that she didn't pass from heat exhaustion. Gilmore paid for it last year but this year ***, one of the technicians, bluntly and rudely told me that they will not be doing that this year. The ladies in the customer service department answering the phones are great, and tell me that I will get a call next day. Does that happen, no. Its days later and then a week before someone can even come look at it.

  

  Business response

  07/24/2024

  Service was completed on 7/16

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gilmore removed and replaced our HV** system , they assured us that the system to be installed was of high quality and compliant with Ca title 24 rules governing heating and cooling residential spaces. The system has not worked consistently since the time of installation to present. There have b even at least eight visits to make either the ** or Heating System work in our home.The latest is ** is not working. After multiple attempts to get a replacement system which at this point seems obvious to an average person despite warranties and promises we have been left with a non operative system at the beginning of the summer season where air conditioning is particularly important to senior citizens for health and general wellbeing. Also noticed over the many visits a lack of professionalism and expertise re the installation as well as subsequent service calls ie no ladder limited tools and work lighting which were supplied by us on several occasions .The unit was inspected on 3/27/23 By ******* Testing to insure Ca compliance at which time the permit was still pending and we have not so far been able to verify a ****************** building permit. The installation Mgr states that existing duct work has something to do all the problems- the same ductwork that was present at time of original estimate/quote and third party inspection. Would like to verify building permit# and have a city building inspector come out and assess the installation and if necessary seek replacement with appropriate system and punitive damages

  

  Business response

  04/16/2024

  HVAC Manager **** is going out to home 4/16 in the afternoon.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 13, a tech came to check our furnace because the heater would not turn on. We we told it needed a heating sensor and the total discounted cost was $267 (we are in n their maintenance program for $19.95 a month). 2 weeks later we had not been informed of the status so we called and were told someone would get back to us. Made 3 more calls and got the same response (again no call back with the status). Finally on Nov. 24 we had had it and let them know if we didnt receive status that day we would be contacting the BBB. Did receive a call back but was told the rep called back because he had promised to do so. At that time the rep said he called the manufacturer and was told the part would be in on Monday, Nov. 27 and he would call us then. As you can probably guess we got no call. Actual call came in on Nov. 30 and scheduled appointment for Dec 1. At that time I asked to have the General Manager call and was told he was in meetings but asked them to leave a message to call me back. On Dec 1 got a call in the morning to cancel the appointment because the technician called in sick. Different technician came on Monday, Dec 4 and installed the part. I googled the part and the cost was between $17.23 and $19.49 depending on who you ordered it from (part number 626495R and you could get it in 2days). Their service took 51 days..that left us 51 days with NO HEAT!

  

  Business response

  03/13/2024

  I had believed this had been resolved as the customer most recently had service provided this month. However, I will be crediting their account one full year of membership for free due to the inconvenience and will have full coverage until March of 2025. They will remain to have their new preferred service expert ****** to address their maintenance needs.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  INSTALLED SOLAR AND I PAYED ****** FOR THE *** AND IT STILL IS NOT WORKING. IT WAS OVER A YEAR AGO.TOOK OUT A LOAN FOR THE *** WENT TO HOSPITAL GILMORE NEVER FINISHED CORRECTLY

  

  Business response

  09/11/2023

   We have tried to contact the customer on both number and text the customer from our service system with no response. We have calls and text msg that was sent recorded on our system. **** did call back but did not speak with our agent answered the line and that call is recorded as well. Please let us know what else we can do. Thank you for your assistance.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 we hired gilmore to do routine maintenance on our HVAC system. After the second maintenance was completed, we started having water leak in the ceiling and accumulating water in the flooring. Come to find out it was a disconnected condensation line from our HVAC unit. The only people that have been in our attic were Gilmore. They denied causing the damage. They then tried to blame the disconnected line on heating and cooling in the attic. After calling the insurance and getting the repairs the total was around $25,000. Before any of the repairs took place the manager from gilmore came to do an inspection, and what we thought was an additional repair, but nothing got fixed and the damage repeated itself. So we had to make an additional claim on our insurance, which then led the insurance company to drop us and now we cannot get coverage because we have two claims in less than three years. I contacted Gilmore to ask for a refund because we are paying for the service plan. They wouldnt even refund us our money or cover the damages that they caused Even though they say that they will fix any damage they caused.

  

  Business response

  12/15/2023

  Here is the inspection report for the leak. The leak did not occur near the furnace we worked on. Instead, it was found to be disconnected at a connection further down in the attic. From the pictures, it appears that the fitting was not properly glued, or the amount of glue used was insufficient, indicating poor construction by the home builder. This issue seems appropriate for the homeowners to utilize their insurance for. Although we performed maintenance on the heating system on 12/17/2021, we were not responsible for the initial installation. I have a scheduled meeting today with the install and HVAC manager regarding this matter. I will provide an update shortly.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a new A/C and heating unit and have had to have multiple service calls d/t a continued issue with the filter access. I have requested to speak to the installation manager to discuss my concerns and discuss financial compensation for the time in dealing with this issue over many service call visits. I have left over 4 messages in 2.5 weeks and no one from this company will return my call. I am not able to leave a direct voice mail or contact a manager directly to discuss my issues or concerns. My brand new unit is now not even working and the reason is an electrical issue that could have set my home on fire. I have serious concerns about the quality of work. They did not know where to place the outside unit, tried to block the entire side yard, had to be told they needed to move it. The filter system was unable to be accessed. they tore a hole in my stucco wall without notifying me, one technician didn't even know how to pull out the air filter to check it and now the wire are arced and potentially could have caused a fire and the unit is not able to be used at this time. There is an additional wire that has fraying that that also in the future can lead to a fire concern (photos attached).

  

  Business response

  06/28/2023

   I am ********************* from Gilmore. I have **** working with ******************************* for a while getting all the things taken care of on the list. We have been in contact with her and dealing with all her issues. Thanks
   
  Sincerely,
   
  *********************
  Install Manager

• Initial Complaint

  11/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted them to repair a furnace that was not heating. The technician came to inspect and found that the control module was not working and needed to be replaced. He told me that due to the age of the unit it might not be possible to find a replacement and that the original part was no longer manufactured (again due to age) and that it would be a difficult challenge for his parts guy to track down and hopefully, possibly some generic part might be available and he would keep me posted. I trusted this gentleman because I trusted the Gilmore name and ads that claim a family style trustworthy business motto. He explained that the part was normally $800 but if I bought the service contract he could give me a better price of $675. It took his parts guy 2 weeks to come up with a suitable replacement while we used space heaters to keep the unit warm. He came back 2 weeks later with the special, hard to find, generic relatively expensive replacement part and installed it then charged me the $800. After he left I got a funny feeling and decided to fact check this gentleman and also inspect his work. Something I should have done before paying but I believe I was lulled into a false sense of security and trust by the clever marketing which I obviously no longer feel and strongly question. I opened up the unit and lo and behold the same exact part and part number was installed, my immediate thought was he did not even replace the part. I looked for the old part and it was gone. Hence the first part of the complaint, where is my old part, I know its not necessarily the law to leave back the old parts on any repair but who does not offer this sort of transparency? It lead me to research this no longer manufactured, hard if not impossible to find part. In my ****** search of the part number I found approx. 20 different sites offering the part for anywhere from $60.00 to $250. From reputable companies like ********* ******* available immediately and free shipping.

  

  Business response

  12/13/2022

  Gilmore will be refunding the customer in full.  Tell us why here...

  Customer response

  12/13/2022

  I am rejecting this response because:The refund was $300.00 but the entire amount was $800.00.
  

  

  Business response

  12/14/2022

  We are refunding the full amount. Plus the service call fee .  Tell us why here...

  Customer response

  12/17/2022

  I am rejecting this response because: I am out of town until the new year and I have been told a check will be in the mail, when that check clears the bank I will withdraw the complaint 
  

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