Complaints

This profile includes complaints for E.H Gochnauer & Sons, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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E.H Gochnauer & Sons, Inc. has 2 locations, listed below.

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  E.H Gochnauer & Sons, Inc.

  509 Rohrerstown Rd Lancaster, PA 17603-2236

  
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  E.H Gochnauer & Sons, Inc.

  PO Box 6278 Lancaster, PA 17607-6278

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased HVAC system from EHGochnaur (EHG) in July 2021; heat and evaporator of unit installed in attic. After A/C running for some period of time, (we were not at home), our house-sitter felt water dripping on her from the ceiling under the unit. People from EHG came to look and didn't initially see anything to cause it. Insurance company cut a check to repair drywall ceiling and repaint. At a later time, a technician came, (again we were not home), but I saw on security camera that he went up, came down, returned with a towel and bucket, then left with bucket looking noticeably heavier. I had ************* (**) come to evaluate. Their technician removed a side panel and saw a pattern on the evaporator fins which he thought looked like what would form if ice had formed on the fins, then melted. **s tech also mentioned mold growth. I obtained a copy of his photos documenting this. So it seems the unit iced up, the ice melted, and water overflowed the containment basin and through the ceiling. I’ve contacted EHG several times verbally, texting, emails. Other than initially coming to see the damage, sopping up water with a towel (from where?), some phone conversations when I was told they didn’t know what was wrong, I’ve been stonewalled from them contacting me, even after sending photos of the unit’s condition. I don’t want the unit to ice up, and the catch basin must be able to drain water away from the unit. I wouldn’t mind if ECG would pay ** to fix the job. 

  Business Response

  Date: 04/04/2023

  This unit was installed on July 7th 2021- attic system with a secondary drain pan installed and wired if the unit would leak into the emergency pan, the system would shut the unit down and require a service call. We never received a single call with water in the pan.

  The following all took place in November when AC system was not operating (the outside temp for November 7 was 57 degree for a high)

  The call for water leak came in November 7th- We sent out 2 representatives immediately after hours on Nov 7th- (neither where technicians, the past owner and our sales rep) to make sure the situation was not severe since the homeowner was not there - both looked in attic and could not find any leak where the water was on the floor in the kitchen that was reported- the area that they found the water on the floor was not below the system.

  The next day we sent out a technician to see if he could find any issues- this is the technician the customer has a video of with a bucket- as you can see by notes- the existing condensate line had a belly in - as explained this is why he would take a bucket- Since this was a friend of the owner we waited a day and sent a second tech out on November 9 2021 to see if any leak was happening- he also found very little evidence of any water damage or leak- We could only assume this was created by the belly in the line- or maybe a roof/sky light leak- The customer was informed to let us know if it happened again. 

  The customer did reach out to myself 2 weeks ago with the pictures and asked about resolving this before summer- So this was not a high priority since we are where in March- We will be glad look at job -

  As for his complaints- I am not sure what he is looking for - I would like to see service records from 2022 to show if the unit did have an issue- also see the maintenance reports that the system was service properly - We stand behind our work 100% - since 1933- so not sure why after 1-1/2 years now he files a compliant based on another contractor if he has not had an issue since November 2021?

   We provide a full 1 year labor warranty- so nothing above was charged for-