If you've ever looked up while standing in the parking lot of the Haight Whole Foods, you've probably noticed the sign hanging at the top of a neighboring apartment building, declaring "WHOLE FOODS BAD NEIGHBOR, LOUD H.V.A.C 24/7." The sign has gone through several iterations since its installation in 2011, shortly after Whole Foods opened at 690 Stanyan St. 

The sign was installed by concerned neighbors Susan Latham and Carl Russo, who live adjacent to the store on Page Street. They run a Facebook account and a YouTube channel dedicated to documenting Whole Foods' transgressions. 

In September 2011, Latham, Russo and their landlord made their first noise complaint to the Department of Public Health, citing both the store's HVAC system and its frequent early-morning deliveries. The complaint included multiple letters from neighbors affected by the noise; Latham's asserted that residents in adjacent buildings were losing 2-3 hours of sleep per night.

According to Latham's letter, Whole Foods was initially cooperative when Latham complained, agreeing to implement changes to reduce noise. But whether through inattention or ineffective remediation, the HVAC remained too loud, she said. 

The city responded to Latham and Russo's complaints by performing a test to determine whether noise levels at the grocery store exceeded the legal limit, and ultimately found Whole Foods to be compliant.  

The issue was then tabled until July, when Latham and Russo filed another complaint with the city. On some nights, "the blowers blast like mad, rebounding especially in the narrow alley on the apartment building's east side," Russo said in an email.  

In response to the complaint, the city performed a second round of tests on July 14th, 2016, and once again found Whole Foods to be compliant. "Upon investigation, our measurements of the building’s compressors, exhaust fans, and the other rooftop equipment found the noise from all the fixed mechanical equipment in operation to be compliant with the city’s Noise Ordinance," said Nancy Sarieh, public information specialist at the Department of Public Health. 

But Latham believes the test was faulty, due to the time of day at which it was taken: 4pm. (Sarieh confirmed the time.)

In the late afternoon, "the corner of Haight & Stanyan is at its height of noise, [so] of course, the reading differential would be at its very lowest," Latham said. "Every neighbor I showed this test report literally laughed out loud."

The neighbors believe Whole Foods can do more, especially compared to other local markets. "Previously, the Cala Market in the same building was open 24 hours a day and never made undue noise in the neighborhood," Russo said. "[Haight Street Market owner] Gus Vardakastanis took expensive measures to quiet his HVAC after neighbors complained. We know Whole Foods can certainly afford to do the same."

For their part, Whole Foods says that there's "no evidence" that the noise problem is theirs exclusively. Beth Krauss, a representative for the store, told us via email that they'd made changes to their equipment to address neighbors' complaints:

"We moved the majority of the HVAC equipment onto the lower roof, away from the residential property line. We also implemented sound attenuation measures on other rooftop equipment to minimize the noise. In the last three years, we established a relationship with a refrigeration contractor to conduct monthly audits and preventative maintenance. This assures the equipment is running as efficiently and quietly as possible.

Two months ago, the Department of Public Health came to the store for an acoustical audit. They found that the store is in compliance with noise ordinances. Finally, the HVAC and fans are on timers. They are shut off automatically between 9:30 and 11 p.m. each night, and do not turn on again until 6 or 6:30 a.m. The parking lot is closed (by chain) before 6:30 a.m. to prevent early deliveries. We’ve continued to listen to neighbors’ requests to amend delivery times and HVAC operation times as needed to accommodate the neighborhood."

Despite the two rulings in Whole Foods' favor, Latham and Russo plan to keep the banner flying—when winds allow.

"I'm sure Whole Foods sees the banner as more punishment than protest, because so far, they've won after all these years," Russo said. "But our hope is that a new manager or visiting brass will see eventually see the message and take proper action. We're trying to embarrass them into doing the right thing."