No plan, no oversight, no accountability...
The experience with the Landry Sales Rep was fine and is why we went with Landry. He seemed to understand what we were looking for: remove existing oil heating plant and baseboard heat; install a cold weather heat pump/AC system with 2 zones (bedrooms/bathrooms and the rest of the house); install a hybrid heat pump water heater \- this was a $50K + project that was part of a full gut renovation of our ranch\-style house that was being managed by our General Contractor. We were assured by Landry that a Project Manager would coordinate with our GC, develop a ducting plan for the project, and be on site when the work was being done. Issues we experienced during this project: 1) Lack of project oversight by the Project Manager who was only on site a few times during this multi\-phase project, and never followed through on the oversight and follow\-through that he and Landry repeatedly promised. At one point our GC reached out about ducting in the kitchen area that wasn't complete. The GC had been clear with Landry about the schedule and the drywall team was going to be on site later that week. When our contractor reached out to the Landry PM, he rudely said that "he didn't work for the GC". When we reached out to the PM about the schedule we were told "not to tell him how to do his job". 2) Initially the job site was a mess \- there was Bryant equipment, sheetmetal, leftover lunch food, and trash throughout the job site. Mind you, we had a construction dumpster in the driveway and Landry had set up a barrel/bag in the house. I called the PM who said I "must be wrong, they pride themselves in how clean they keep the job site." I then forwarded him images of the job site showing half finished drinks, ketchup packets, a roll, ducting materials all over the site and said I'd give you an "F" for cleanliness \- he agreed once he saw the pictures. The job site was neat thereafter. 3) System was ducted incorrectly \- not once or twice, but THREE times. Ducts for the main zone of the house were ducted into the bedroom zone. We were told that must have been how it was spec'd and designed. We said we were very clear with the two zones and had emails/texts with the Sales Rep on this. We also had texts with our GC about it and we had a call with someone at Landry about how it was to be ducted/zoned at the start of the project. They came out a first time to fix the first duct we noticed was wrong; they didn't check the rest of the ducts to confirm all was ok. We noticed thereafter that 2 other ducts were incorrectly tied to the bedroom zone. Landry's Project Manager was initially rude to us when we called about this and said that we must have misunderstood the ducting plan and suggested we didn't know what we were talking about. We said that we had initial documentation from Landry about the proposed zoning, and had asked about a ducting plan multiple times and were never shown one. He said that he would check the plan and get back to us \-\- he never did. We had to call the office 2\-3 additional times to arrange a final visit to fix the remaining ducts. The final time they came out to duct the zones correctly (1/24/2024) the techs (Patrick and Damian) couldn't believe that there had never been a ducting plan shared with us or left on site for the technicians during the entire project. 4) One of the rooms in the main zone had a duct grill, but was never connected to a trunk. This space was in its own thermal envelope and so it was especially important that it was all set prior to sealing that envelope. We were told yes.... and in the end, it wasn't connected so we had to have our GC open the envelope and Landry sent a tech (Damian) out to crawl through the opening and connect it. 5) Lack of accountability \- I had reached out multiple times during the project as well as afterwards to the General Manager and to Mr. Landry to discuss the issues we experienced. We wanted to share feedback so another client wouldn't experience what we did or get as frustrated as we did. We still have yet to hear back \-\- and we reached out multiple times via contact form and phone. The positives, while not many \- 1) The office staff/Nicole tried to make the necessary appointments and connect us to the right people; 2) the techs who were on site (Jay, Damian, Patrick and the others) tried their best and took pride in their work. But the lack of oversight and lack of a project/ducting plan made their job much harder. One crew never knew what the previous crew had done, and they typically didn't send the same team twice. They were pleasant to interact with and seemed to want to make things right. But it was clear that they were working within a chaotic system. We ultimately were so worried about the integrity of the system after so many patches and reductings, that we hired another HVAC company and paid them additional $ to double\-check Landry's work \-\- we wanted to make sure that it looked like all was finally settled correctly. Based on a few months living with it, and the report of the other company, we think the Bryant equipment that was spec'd and installed was a fine solution for our project, but the experience of getting it installed was the most horrendous service experience of our lives. We would advise anyone to steer clear of Landry.
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