Greenleaf Heating & AC

I know this review is long but it is my experience with Greenleaf \ Brian’s H&C and the struggle attempting to get service after the sale. The initial sale and install was great but what followed under warranty coverage is far different. We chose Greenleaf to replace a Goodman AC in 2018 and all was great until Oct. 2021 when the evaporator coil failed. It was replaced under manufacturer warranty, Greenleaf estimated would cost me between $1800- $2200 depending on refrigerant required. Yes it cost us the warranty only covers the part not the replacing. We had Brian’s H&C (Greenleaf and Brian’s are the same company) do the change out. In August we started noticing a foul smell each time the system started and since I have respiratory issues it raised concerns immediately. We hired a service company to come out who cleaned the evaporator coil and installed an I-waveR (Air Ionization System). Sadly the foul smell returned 2 days later and we had them come out a second time. He cleaned the coil again with a disinfectant and noted the foul smell. He said that the coil should be replaced as he believed it is the cause calling it Dirty Sock Syndrome. Goodman Manufacturing has known of this issue for 17 years and published a service bulletin about it. The tech also found a TXV (air conditioning throttling device) in the insulation that had not been reinstalled when the coil was replaced under warranty in October. Since Brian’s H&C/Greenleaf (same company) had replaced the coil I called them to address the issue and correct the problem with the foul smell. I called and explained the issue and the other service company’s findings which were quickly dismissed. I was told I needed to speak to someone from sales and they were not available and took my number to return the call. No call was EVER returned from Greenleaf so I called again 2 days later. I’ve called Greenleaf a total of 12 times over the last 3 weeks, each time hanging up to the promise of a returned call which never happened. The only contact from them has been two texts and emails notifying me that a tech was scheduled or on the way. Brian’s H&C sent Felix Persina service tech out, I shared the other company’s findings and showed him the TXV that was found. He cut into both intake and discharge plenums the intake was found dry. The discharge plenum was found damp and with the same pungent odor that we were smelling in the house. He said that the plenums need to be replaced and that the TXV needed to be installed. He left saying he was turning in his work order and the office would call later that day to schedule work. No call ever came. I called to check status and was told the existing TXV couldn’t be reused and another was ordered and is 5 days out. I told them I would attempt to locate one and after 3 calls found one on the shelf at JohnStone Supply. I called them back and offered to go purchase and pick up to expedite as the smell is terrible, my wife is crying and worrying about health effects. I was told they would not install it as they must buy from an authorized distributor which JohnStone is. Not hearing anything after the 5 days I called and then was told that the part was now 10 days out I once again offered to go purchase and was told I can but they will not install it. Again I am told they would call when part came in and again no call ever came. I called 6 days later to be told the part came in yesterday and work was scheduled. Leo Loredo and a coworker came and replaced plenum and TXV. Later that day my wife called crying stating that the smell was still there. I called Greenleaf back and was first told that they have replaced the plenum and installed the TXV they left out and feel that they have done all they are required to do. I told them the issue of the foul smell had not been resolved and I am concerned about my health as I am having physical issues I believe are directly related to this. I asked to speak to the owner to which I was denied and they offered to contact the company manager for me. They sent him an email which I copied and I directly replied asking for him to call me. Once again no call EVER came. I also searched on the internet for the owner finding 6 different email addresses. I sent emails to all asking for a call. No call was ever received. I have invited the manager and the owner to my house to smell the air from the system they sold and serviced but have not heard back from either. After extensive research I believe there are two possible causes for this foul smell and both are the direct result of Greenleaf/Brian’s evaporator coil replaced last November 2021. First, The coil has what is known as Dirty Sock Syndrome which Goodman wants to blame on environmental issues. This house has two Goodman units and the return air is pulled for a common space only this one has problems. The second possibility is that by not installing the TXV the unit was not able to properly dehumidify the air and explains why the plenum was found wet. The issue took some time to appear as we have been in a drought and outdoor humidity has been lower until rains started in August when the foul smell started. There may be bacteria and mold growth in the ducts beyond the plenum that has not been addressed. We requested that Greenleaf replace the coil as the other service company said is required or identify what is causing the smell. With all my new found information I must say I found that many experts seem to say Dirty Sock Syndrome affects less than 3% of the evaporator coils. But Greenleaf/Brian’s is unwilling to accept their responsibility for causing the issue and exploring the possibility the coil is the issue is beyond reasonable. Their service tech found and acknowledged the plenum was found wet and stinky. The plenum is fiberglass and has no means of producing moisture but the coil they installed directly attached to the plenum who propose is to cool the air and remove moisture. Since Greenleaf refuses to return calls, emails or return to find the issue I am forced to call another service company to address their mistakes. I have noticed the owner seems to respond to reviews good or bad online so yes I am posting in part to make contact as it appears to me he is more worried about reputation more than customer satisfaction. I will have them take careful notes and photos of all existing conditions as I will be seeking reimbursement from Greenleaf / Brian’s if as I suspect the issue can be traced directly to the coil replacement.

.

My old HVAC unit in my home died completely. I knew nothing about HVAC systems or the level of difficulty installing them, so I began researching systems, reviews, contracting services, etc. I decided on three companies and interviewed each one-getting estimates and timelines. In a nutshell here's what I learned: the system must be sized right, there are many A/C vendors-and all seem to be competitive (Trane seemed to be the best-at least history was in it's favor), the quality of the installation is very important, and you should be comfortable with the company you choose because regular maintenance is needed to keep from voiding the warranty. Also, you get tax credits, etc. from certain SEER rated units. I learned that just because a company doesn't have a ton of reviews-doesn't mean it isn't a quality establishment. I felt I was taking a risk by going with a vendor with hardly any reviews and who's BBB membership had expired. I'm glad I asked about these issues with the company I chose. I decided on Greenleaf over highly rated companies because: 1. Manuel was a true professional. He was not pushy, he responded immediately to my questions. At one point I told him I decided to go with another vendor. He was not upset and didn't make me feel bad! He also never put down the competition and provided me any details I wanted-serial numbers to product parts, etc. 2. He gave me the best price on his first quotes. There was no haggling, etc. The other companies were quite a bit higher and eventually came down in price. So, I believe he priced his service fair from the beginning. 3. To get my business he offered additional items and I didn't even ask. 4. When I had doubts about his credentials on Angie's List (ie. BBB membership, being bonded, few review, etc.) he was willing to talk about it and offered me insurance documents on his company, customer reviews, etc. 5. He was able to immediately schedule my installation. During the installation the crew was continually working hard and focused. They did not hang out and take breaks and they asked for nothing. I took pictures and asked them questions and they didn't mind. The only annoying part was the fact that my fire alarms went off during the installation of the new platform for the air handler inside. This was due to the saw, etc. It stopped within a few minutes. Manuel supervised the install, only taking a break to get his crew lunch. Once the installation was complete-I immediately felt the A/C in my home! Manuel, showed me what they had done, told me what I needed to do for maintenance, programmed my thermostat for me and showed me how to do it, and assisted me with the forms for the rebate, etc. This is the first day of installation, but what I've experienced felt truly professional and I'm sitting in A/C. I hope more of his customers will post reviews. I'm the type to usually go with the highest rated person and better quality products-but after meeting Manuel and learning about his company, I felt secure enough to choose his company. I was so glad I did. Great service, great value, and I'm happy with my investment!

Manuel was quick, efficient dependable and very communicative. I like it that when he tries to explain things to me he even draws pictures to help me understand.

He is honest with me. I had issues with AC companies in the past but I like working with Greenleaf because they don't pressure me and leave it up to me to make decisions. I trust him for advice too or to get a second opinions.

They did a very good job. They took the time to explain what the repercussions were for what they did. They have very fair pricing, and are very good to work with. They are not pushy, and only gives you the facts. They are always willing to work with you in terms of the budget. I recommended them to a friend, and they let me know they were very satisfied with the work and pricing as well. I will continue to use them as long as Manuel is there, and will continue to refer them.