Barbara Broughel
June 15, 2024
Predatory or just Negligent?
These people are apparently only interested in selling you new A/C systems and duct and insulation, which they also sell. My 4Ton Trane system was working great (as usual) but then suddenly, out of the blue just shut off. I called Hopkins because I am on their maintenance plan, to have a look and see what was going on.
Before adequately trouble shooting my Trane, they advised me to take it out, and replace my whole 4 Ton Trane system telling me it was unfixable and you can't get parts...Prior to recommending this, I am afraid they neglected to adequately trouble shoot my system in the first place, as was their job, under my maintenance plan... in their role as my service technicians. ... not even in THE MOST BASIC INDUSTRY-STANDARD trouble-shooting was done... ( it turns out the filter line was clogged and dirty, which triggers a tow switch, and which shuts the unit off so it won't leak water onto the floor... "the first thing you look for when the unit shuts off"., according to their own technician)... as I had called them to check my equipment and why it would shut off, I of course also assumed that their assessment of my Trane system as "dead" was based upon their having tried everything they could as a maintenance technician, to get the system up and running and assess the problem as to why it might have shut off,... and certainly before delivering a recommendation of "all you can do is replace it", when it might have only been a matter of toggling a switch, as part of a maintenance call, and myself spending nothing.
...They replaced my Trane with a brand new $9,000 unit that is not performing adequately for my house. In the mean time, Hopkins' maintenance and service arm was negligent, or maybe worse, to have recommend that my unit be replaced before they even tried to trouble shoot my unit in their role as my Maintenance and Service provider... which is who I called.
Hopkins is claiming now that perhaps the new unit is not performing like the Trane unit (supposedly they are rated to perform just the same), due to my having "faulty duct work and insulation" in a crawl space in my ceiling that I have never seen. This faulty logic obviously does not explain anything about how the 2 A/C units might compare with one-another, but Hopkins expects me to be dumb enough to buy it, ... and conveniently, voila ! they happen to sell insulation! ... and voila! they install duct work too !
Meanwhile I am $9,000 poorer, with an inadequate A/C system that unfortunately, I believe, I had NO REAL NEED to buy. Disgraceful
Response from the owner · April 4, 2024
Ms. Broughel, we spoke Saturday and even came to your house. You are very confused on series of events. First let me remind you that your previous unit was as old as the graduating class this year, almost 18 years old which is considered a dinosaur in the HVAC world. Let me also remind you that your previous HVAC contractor has been telling you for years that you needed to replace the unit. The unit was properly diagnosed with a leaking coil, with pictures of the leaking coil sent to you. Everything was sent to you, all our documentation and pictures. We never diagnosed anything with a clogged filter drier and that is just false, in fact your terminology you are trying to use is wrong, Your home was built in 1790, and everything is old.. You have 2-4” of insulation in your attic, when standard is 10-12”. Your duct work has rodent damage and tears. Proof of the condition of all this was sent to you. And even your own tenant said to us on Saturday when we came out "the attic was cool". A new ac unit will not cool your rental properly when it is cooling your attic as well. Your slander is criminal and we do not take this lightly. I will be having my attorney send a cease and desist letter shortly as your slanderous claims will not be tolerated. Take care of your ductwork issues and get some attic insulation and your problems will be resolved.