The first step to completing my basement was to have some HVAC and plumbing work done. The furnace and water heater were smack in the middle, which just cut up the space horribly. Figuring that we'll be in the house for the next 14-16 years (and maybe more, who knows?), I decided that it would pay back to have both replaced with high efficiency units that could be mounted at the crawl space wall and vented horizontally - which allowed for the placement away from my existing flue (the existing units couldn't be moved far because of flue rise/run requirements.)
I called five companies, got four to visit the house, three provided bids. I fired questions back about each to ensure they were doing what I wanted (and had accounted for the various complexities of the job!). Additionally, I researched each with the BBB and time in service. Through the question period, two took themselves out of the running due to lax responses (one company decided that their estimator perhaps didn't do a good job and wanted to send another person back out!) The final company, based upon everything, decided that they could do it for a little less than initially proposed, had a spotless BBB record, and 63 years in business. How could I go wrong?
My wife calls them Frick and Frack, the clowns. I think they are just good Christians, and since it took God 6 days to create the universe, and not wanting to show God up, they'll get nothing done in less time. (Mind you, the initial estimate was for two full days, one for furnace, one for water heater.) They started last Monday. That was a 14 hour day. Tuesday was a parts gathering day. Wednesday was 8 hours, as was Thursday. The furnace was installed on Monday, and up and running Monday night (11:30pm!), but it was the wrong unit (not what was specified on my bid sheet.) Wednesday they brought in the water heater, (after carrying out my old one) and replaced the blower motor on the furnace. Thursday, the water heater was set in place, hooked up, vented, complete: But wouldn't light. Diagnostics indicated a bad gas valve (that's just pure, dumb luck!). After they left, the furnace wouldn't run. Turns out the plumber had had to do a little electrical to hook up the water heater, and had mis-wired the switch to the furnace, robbing it of power. I looked up the schematics, and rewired the switch myself, restoring power (and heat)at 9pm Thursday night. (It was in the low 20s outside, and down to 65 degrees inside when I got it restarted.) Friday, they showed up late, which required that we get a house sitter so my wife and I could leave to pick up our dog from the vet (another story, another time.) While we were gone, they determined that they couldn't repair the water heater, and removed it. To make us feel good, the HVAC guy wanted to install a humidifier, free of charge. I told him no. I wanted the correct furnace and water heater (oh, yes, it was an incorrect unit too, same part #, but not correct type per the bid sheet), and didn't want anything else with water. Did I mention that the furnace dripped water for 4 days due to a leak in the flue? That the overburdened condensate pump they installed also overflowed for 4 days? Both of those problems were fixed on Friday with the repair of the flue and the installation of a floor drain, rendering the pump unnecessary. I don't want anything else that can leak water!
It appears that they can't get either of the units specified (furnace or water heater) - although both are in the catalogs of the respective companies. They are upgrading me to a very nice tankless water heater, installation was begun yesterday (Saturday), but couldn't be completed because they failed to load enough vent piping (specifically elbows) onto the plumber's truck. We nixed any work for today, wanting a quiet day without workers tramping in and out of the house during the late afternoon and early evening. We are scheduled to begin Monday at 10am (that will be the sixth work day!). I'm not sure what happens with the furnace - we'll have to sit down next week (the company salesman and I) and decide. It would appear that the one installed will work fine (heating), the only question will be if it has sufficient airflow to prevent the AC coils from freezing in the summer. They are talking about giving me a 2 year full replacement guarantee.
Funny thing: On Wednesday, the main office called and indicated that I hadn't filled out the paperwork nor paid for the furnace installation. I told them that I would be doing paperwork and writing checks after the City Inspector passed the work specified in the permits (oh, yes! We do have permits!) - and they should be neither surprised nor ask again. They haven't. And if the inspector indicates anything is not up to code, they will have to fix that before any money changes hands. I'm holding that over them.
It's interesting. The company stands behind their 100% satisfaction guarantee, and they seem to be trying to live up to the promise. They haven't done anything unprofessional, other than make mistakes (and have some bad luck on the way to compound it!) The furnace install took at least an hour longer because the breaker failed - and when power didn't come on to the furnace initially, the installers assumed it was some of the wiring they had done, and started investigating there. It wasn't until last that they thought to check the breaker, which after 11 years on, had given up the ghost when switched off for the first time! Four of the five guys who've been out to the house I wouldn't mind having a beer with. And I understand work taking longer than estimated: It sometimes happens to me in my job; I'll think that it will only take a day or a week to fix some problem in the software, and then the time will be up and the software will not run due to some interactions that weren't visible initially. Again, the professionalism they exhibit: There have been no excuses, no complaining, no "you didn't specify that" from them. Just attempts to get it done. So, I have a rough time working up much anger (frustration and disappointment is closer to what I feel.) It has been a little strange living without hot water since Wednesday, kind of like camping (but in my own house!)
No, I'll not name the company at this time. Yesterday, they still were working to earn my satisfaction and referral to neighbors and friends. I see that as a leverage point during the negotiations for what I'll finally pay and what additional guarantees I'll get - no sense bad-mouthing them. I'm going to give them that I'm just one of the unlucky 5% who has to endure mix-ups and defective products during what should otherwise be just a big job.
Then again, perhaps I'm caught as the principle in an old Jerry Lewis' movie or a Lemony Snicket novel - help! Let me out of here! (Oh, and do you mind if I stop by for a shower?)
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