Shaw's Inc

Do not recommend unless you want to pay top dollar for bottom barrel install. We moved into a home with a Shaw's 2016 heat pump install and will be spending thousands to address the poor quality of the air handler install. Code violations, no permits pulled, didn't follow manufacturers instructions. Shaws declined to view the install and consider making things right. Another HVAC company saw the install and said "Holy ****, I would not have put a sticker on this" - Our unit is only ~ 1 inch above grade and is supported by patio pavers. Both unit, ductwork and condensate pump are sinking into mud causing moisture and mildew problems. - Manager said he has never heard of codes requiring mechanical equipment to be at least 3 inches above grade (international mechanical code, 2018). - Manufacturer's instructions included 4 inch condensate p trap, due to unit being installed only 1 inch above grade they installed a shallow trap (~ 1 inch) which manual says explicitly not to do. - No permits pulled bc this unit would not have passed inspection. - Duct work is touching dirt. - A crawlspace company that had no skin in this game noted our install is "in the bottom 10% of installs they've EVER seen in this area." - Our condensate pump was buried in mud despite unit saying "Indoor Only". Shaw's manager said that our crawlspace should be considered indoor, but at the same time also said that there was no secondary condensate system because it was not considered an indoor environment. Be prepared to get the angle that least benefits you if you use this company. - No secondary condensate drainage, secondary pan or no overflow detector which goes against manufacturers recommendations. Again, want to emphasize that Shaw's refused to even VIEW this install and consider making things right.

Terrific, I left a key for the service tech since I could not be there, he called and gave me options and once we agreed, he went to work, periodically updating me. When complete, he was sure to call and let me know how things went. I was quite happy with the experience!

Ray was excellent! Not only did he immediately get us a quote out, but he served as the General Contractor, recommending another firm who installed the tile. Further, he coordinated everyone's scheduling to best accommodate our needs. The Shaws Inc. plumber and plumbers helper were knowledgeable, professional, efficient, and they took every measure to protect our home (we have white carpet). The job was done quickly and it was done right!

We have been using Shaws for 20 some odd years to provide, plumbing, cooling and heating equipment and services to our home. They are prompt, professional, a pleasure to work with, and reasonable

All went well. Responsive, prompt.

Efficiently installed with three crews. Had to return to level unit.

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The service visit went very well. The technician was very courteous and professional, clearly knew what he was doing. We have used Shaw's for our heating and cooling technical service for years, and they have always been professional in their approach. They have made mistakes, but have corrected them. They are also a bit expensive, but overall we have been satisfied with them over the years.

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I filed a formal complaint with BBB. Here is an excerpt from their website: |http://www.bbb.org/greater-maryland/business-reviews/air-conditioning-contractors-and-systems/shaws-air-conditioning-and-heating-in-saint-michaels-md-90130424/complaints | |BBB found business made good faith effort to resolve complaint but customer not satisfied with business response (1 complaint) 07/19/2013 |Complaint: Deceptive billing forcing customer to agree by telephone before event, then refusing to disclose labor costs and invoicing that conceals them. The business practice of Shaw's, Inc. of St. Michael's, MD, a heating and air conditioning company, is characterized by what appears to be extremely high prices and a billing system that may be deceptive and unfairly manipulative. |Here are some facts leading to that conclusion.1. On June 4, 2013 I called and asked for an urgent appointment to service a one year + old Bryant 5 ton HVAC system, previously installed by another Bryant dealer, which had failed to operate at all in the cooling mode. I was told at the time there would be a "minimum service" charge of $75 to set up an appointment. After a six day delay, a technician arrived on the agreed date. On June 10 the technician spent approximately 1 ½ hours on site checking the system. He left after saying they would have to order parts to repair the system. I was present during the visit and no repair was made at the time. The charges for this were $75 for "service call" and $294 for "Nonspecific". When I asked the technician about the service call charge, he replied it was standard for coming to the house. Later when I called the office I was told the additional charge was standard for "diagnostic" service. The $75 charge incurred on June 10 was apparently simply for driving the truck to the site for the initial visit, a drive of half an hour from St. Michaels. And the labor rate (no repair or parts involved) for evaluation approaches an hourly rate of $300 per hour. 2. On June 14, 2013 he returned and installed a new thermostat, which I observed taking approximately 15 minutes. He then replaced a valve called "TXV". This required several hours of replacing refrigerant and checking the system in operation. The entire repair visit took approximately 4 ½ hours. On July 8, 2013, I received an invoice for $1,093 for this repair, of which $175 must have been a labor charge for installing the thermostat. The $918 charge for the valve replacement could not have included the replacement valve because both of these parts were covered by warranty. No detail about parts and labor was provided, but the labor costs appear to be extraordinarily high. |When I called the Shaw's office to inquire about details of these charges I was told, "We charge by flat rate and we do not identify labor costs." When I expressed the opinion that their charges appeared extraordinarily high for the amount of time involved, they said, "You agreed to these charges by telephone before the work." The Bryant unit is now cooling, although the new thermostat is not controlling the temperature very well and often is in error by 4 degrees. The Shaw's person with whom I spoke flatly refused repeated requests to identify either the details of their billing or their standard labor charge. She claimed that my repair charges had been "reduced by 15%", not shown on the invoice, because I had bought (unfortunately) an annual service contract. She went on to say if I was unhappy, they would immediately cancel my contract and raise the repair costs even higher. I explained that this telephone call prior to service forces the customer to agree to something where the amount of time, and therefore the labor cost, is completely unknown to the customer before the work. Now with arrival of the invoice without any detail whatsoever, the time involved suggests labor costs in the realm of $200 per hour or more. This billing method seems to be a deceptive business practice. Force the customer to acknowledge something by telephone that they have no way of evaluating before the event, and then refuse to disclose labor costs while hiding defensively behind an invoice that conceals them. |Business' Initial Response I have received your letter in reference to Mr. *****. At this time, we consider this case resolved. Mr. ***** was given a quote BEFORE the work was completed, he gave verbal approval, and currently his system is operating. Since he received our invoice, there have been a number of discussions about the original quote that was given. I have explained to him repeatedly that we are a flat rate company and the price given was what the price is to complete the job. |Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.) I discussed my complaint with the business owner who insisted on "stone walling" defensively by refusing to see my perspective and simply stating over and over, "You agreed to the price before the work was done." I tried to explain that a brief telephone call before the work saying "the repair will probably cost $1,200" is forcing the owner to agree to something without any information about the number of hours of work involved. This is especially manipulative after the company had removed part of the HVAC equipment at the first, diagnostic visit therefore making it difficult for the customer to refuse. Later, after it became apparent that the hours of work involved were few and therefore the apparent (undisclosed) labor charge must have been close to $200-300 per hour, as I outlined with careful details in my original complaint. I asked repeatedly more than one employee what the labor charge, or shop rate" was. The company simply kept saying two things: 1. We will not disclose our labor charge and 2. You agreed to the amount we quoted before the work was done. Their invoice was simply a total charge figure with no explanation as to labor charge and what was materials. So now I am forced to pay their charge without any understanding of what was labor charge or what was parts and materials. They claim this charging method has to be paid because they had forced agreement by a phone call prior to the work being performed. I believe they are hiding exorbitant labor charges and manipulating the customer unfairly. |Unhappily I will pay their bill rather than get further involved with a company that is indifferent to customer concerns. |

HVAC INSTALL WAS DELAYED SEVERAL TIMES BECAUSE I AM AN EMPLOYEE AND OTHER CUSTOMERS CAME FIRST. BUT ONCE THEY GOT THERE IT WENT FLAWLESS. ONE UNIT MAKES NOISE BECAUSE IT IS INSTALLED TO CLOSE TO OUTDOOR UNIT. NOT AN ISSUE FOR ME AND MET FACTORY SPECKS. SOMETHING THE FACTORY NOW KNOWS. PLUMBING WENT WELL. HOURS WERE A BIT HIGH. BUT WORK IS AGAIN FLAWLESS.

The job turned out to be more difficult than anticipated but Ryan pushed past it and completed the show. Good Job Ryan