A-Quality Heating & Plumbing Inc. [redacted] ###-###-#### Owner Reggie M [redacted] In response to complaint ID [redacted] On 08/16/2016 an estimate was given for pricing of installation. $3,560.11 was a deposit paid on 08/24/2016 to start work, the balance of... $394.36 was paid on 08/31/2016 for job completion and on 09/07/2016 $405.64 was paid for the surge protector. Total invoice paid to A-Quality was $4,360.11. This payment included a surge protector. On 08/30/2016 A-Quality installed (1) LG 3/4 ton ductless heat pump for supplemental heating and cooling in master bedroom. The homeowner did not want to have to heat and cool the entire house during the evenings. The master bedroom is also heated and cooled by the main package heating and cooling system. Again, the LG system that was installed is strictly supplemental. On day of installation, Mrs. [redacted] was present during the entire installation process. She watched us open from a clearly brand new packaged box and install the head unit on the east wall in her master bedroom. After complete installation, we cycled the system (turned on) with Mrs. [redacted] present. Immediately she was concerned with the LED power light on the unit. She asked me if I could open the system and disconnect the power light. I explained to her that I would not do that, as it would void all manufacturer warranty on her new unit. I did advise her that if the light bothered her she could cover the light with a piece of tape as to not damage the unit. After cycling the system, I advised Mrs. [redacted] on basic operations of her new unit. I also advised her that it was important that she reads, understands and follows all manufacturer operation manual to familiarize herself with her new unit. I also explained to her on the day of installation that she needs to register her new unit on line with LG. I physically pointed and showed her where to locate her model and serial numbers which were on the outside of the unit, blatantly obvious on the right side of the new system in plain view. I also explained to Mrs. [redacted] that this system is designed to heat and cool the master bedroom space only. She should keep her master bedroom door closed to isolate the system to control the climate in her master bedroom only. As I was cleaning up, Mrs. [redacted] stated again that the power light was going to bother them. After leaving Mrs. [redacted] with a fully functional, new, intact system in August, she called on December 29th 2016 (over 4 months after installation) stating that she came home from a trip and found the system cracked and leaking oil. Due to the holidays, Mrs. [redacted] was given the very next available appointment during operating hours. Which was Wednesday, 01/4/2017. During this time, Mrs. [redacted] was not without heat as again, her main unit in her home also heats and cools her master bedroom. Whether she chose to open the registers in her master bedroom for heating and cooling was completely up to her. Upon arrival on 01/4/2017, I did find the access panel of the unit broken in half and laying on the floor. Mrs. [redacted] did point out that there was oil on the wall. My first question to her was “How did the access panel get broken?” Her response was “ I don’t know, maybe something blew up and broke it?” As a professional, it was absolutely clear to me that “someone” had attempted to get into the system without knowing how to remove the access panel. When I first noticed the panel on the floor it was in (2) pieces broken straight down the middle. I asked Mrs. [redacted] “Where are the hardware screws that hold the panel in place?” Her response was “I don’t know”. On this unit there is (1) access panel that allows you access to electrical wiring . This is the panel that was broken and removed from the unit. The 2nd panel covers the refrigerant fittings. I removed the second set of screws from the second panel to access the refrigerant fittings and found a loose gasket which allowed some seepage of refrigerant oil. Under good faith repairs were made at no charge to Mrs. [redacted] . I removed remaining refrigerant, installed a new gasket, evacuated the system and again tested system with 400 psi of nitrogen. There was absolutely no sign or indication to support her belief that “something blew up”. In fact, these systems run at such high pressures, if something would have blown up, damage to the equipment and to the surrounding areas would show significant signs of major damage. Not just a broken access panel which is strictly cosmetic. The access panel has nothing to do with the operation of the unit. Due to the prior pressing issue Mrs. [redacted] had with the LED power light, I believe “someone” in her household attempted to access the system to disable the LED power light without knowing how to properly remove the lower access panel causing it to break. At the time of this service Mrs. [redacted] requested the broken panel be replaced under warranty. I then asked her if she had registered the equipment with the manufacturer. Mrs. [redacted] advised me she had not and told me that she did not know where the model and serial numbers were located on the unit. Attempting to point out the location of the manufacturers label again, I noticed the label had been peeled off leaving residual adhesive where it was located. “Someone” had removed it. Mrs. [redacted] stated she did not remove the sticker and it never had one. As I am looking and pointing out to her there was clearly a label on the unit. I explained to her that I did not install the unit with a broken panel and the manufacturer would not cover this. Again, in good faith, I advised her I would check with my supplier to see if they had any damaged equipment that I may be able to get her a panel. Willing to work with Mrs. [redacted] regarding her broken panel, I did check with my supplier and there was no damaged equipment available for replacing her broken panel. At that time, I was advised that a panel would have to be ordered from the manufacturer for an additional cost. This information was given to Mrs. [redacted] . I advised her to contact the manufacturer as A-Quality would not warranty the panel due to the nature of the damage. Due to cold weather A-Quality could not install the full recommended amount of refrigerant in system for cooling side. However, the heating side of equipment was fully functional and properly providing heat. On June 19, 2017 A-Quality did return to evacuate and weigh in system with exact amount of refrigerant insuring correct operation of system for cooling. At this visit Mrs. [redacted] advised me that she found a button on the remote control that turns the LED light off. Clearly 10 months later “someone” in the household decided to read the instruction manual. Mrs. [redacted] then advised me that the remote control was out of calibration. I explained to her again, that she has to keep the door to her master bedroom closed in order for this system to regulate the temperature correctly. The remote control was installed close to the bedroom door which she would leave open and the remote was sensing the temperature of the adjacent rooms of the house in which the thermostat for those rooms was set at 77 degrees. The following week I received a call from Mrs. [redacted] with accusations of A-Quality selling her refurbished equipment because the unit did not have a model or serial number on it. I advised her it is against the law for any manufacturer to sell equipment without a UL listing, model and/or serial number name plate. I again went to my supplier to get the model and serial number that they recorded at the time of original purchase by A-Quality. This information was given to Mrs. [redacted] so she could contact the manufacturer. After the Unpchurch’s contacted the manufacturer, Mr. [redacted] , who we have never had the opportunity to meet or have dealings with, called the office requesting that A-Quality contact LG regarding his system about warranting his panel. At this time he also advised that the unit was making a “creaking” noise. which was never an issue that we were aware of. He stated he was giving A-Quality an opportunity to stand behind their work. Standing behind our work was never the issue. In good faith, AQuality insured that Mr and Mrs [redacted] had a fully, functional opertaing system before, during and after installation and/or repair. The claims of the system “Exploding” is absolutely asinine. The [redacted] ’s refuse to take responsibility for tampering with and damaging their system. Any access panel on any piece of equipment doesn’t just break in half and loose its support screws. A-Quality refused to replace and or install a new panel free of charge after accusations of selling them refurbished equipment. Mr. and Mrs. [redacted] do have the option to use a different plumbing company that is willing to lie to the manufacturer in order to receive a free access panel. All dates have been corrected and verified through our scheduling log and payments verified with our credit card company. A-Quality is an upstanding company with exceptional customer relations. We are well known in the industry as well as the community.
Complaint: ***
I am rejecting this response because: As indicated by the response the company refuses to honor their committment to cusotmer service because they believe that we have tampered with the equipment If that were the case we would not be pursuing this matterWe in no way tampered or "broke" into the unit so to be accused of that by a company is incredible! Other technicians that we have talked to indicate that the problem was more than likely an issue with the installation or charging of the systemWe are contacting another company to effect repairs We will be sending a bill to A-Quality to compensate for the expense If Revdex.com has another avenue to have a company stand behind their service I would appreciate hearing about it I would encourage Revdex.com to continue to advise the public of the poor response by a company who received payment and refuses to stand behind their service because of a mistaken belief that they could do no wrong
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
A-Quality Heating & Plumbing Inc. [redacted] ###-###-#### Owner Reggie M[redacted] In response to complaint ID [redacted] On 08/16/2016 an estimate was given for pricing of installation. $3,560.11 was a deposit paid on 08/24/2016 to start work, the balance of...
$394.36 was paid on 08/31/2016 for job completion and on 09/07/2016 $405.64 was paid for the surge protector. Total invoice paid to A-Quality was $4,360.11. This payment included a surge protector. On 08/30/2016 A-Quality installed (1) LG 3/4 ton ductless heat pump for supplemental heating and cooling in master bedroom. The homeowner did not want to have to heat and cool the entire house during the evenings. The master bedroom is also heated and cooled by the main package heating and cooling system. Again, the LG system that was installed is strictly supplemental. On day of installation, Mrs. [redacted] was present during the entire installation process. She watched us open from a clearly brand new packaged box and install the head unit on the east wall in her master bedroom. After complete installation, we cycled the system (turned on) with Mrs. [redacted] present. Immediately she was concerned with the LED power light on the unit. She asked me if I could open the system and disconnect the power light. I explained to her that I would not do that, as it would void all manufacturer warranty on her new unit. I did advise her that if the light bothered her she could cover the light with a piece of tape as to not damage the unit. After cycling the system, I advised Mrs. [redacted] on basic operations of her new unit. I also advised her that it was important that she reads, understands and follows all manufacturer operation manual to familiarize herself with her new unit. I also explained to her on the day of installation that she needs to register her new unit on line with LG. I physically pointed and showed her where to locate her model and serial numbers which were on the outside of the unit, blatantly obvious on the right side of the new system in plain view. I also explained to Mrs. [redacted] that this system is designed to heat and cool the master bedroom space only. She should keep her master bedroom door closed to isolate the system to control the climate in her master bedroom only. As I was cleaning up, Mrs. [redacted] stated again that the power light was going to bother them. After leaving Mrs. [redacted] with a fully functional, new, intact system in August, she called on December 29th 2016 (over 4 months after installation) stating that she came home from a trip and found the system cracked and leaking oil. Due to the holidays, Mrs. [redacted] was given the very next available appointment during operating hours. Which was Wednesday, 01/4/2017. During this time, Mrs. [redacted] was not without heat as again, her main unit in her home also heats and cools her master bedroom. Whether she chose to open the registers in her master bedroom for heating and cooling was completely up to her. Upon arrival on 01/4/2017, I did find the access panel of the unit broken in half and laying on the floor. Mrs. [redacted] did point out that there was oil on the wall. My first question to her was “How did the access panel get broken?” Her response was “ I don’t know, maybe something blew up and broke it?” As a professional, it was absolutely clear to me that “someone” had attempted to get into the system without knowing how to remove the access panel. When I first noticed the panel on the floor it was in (2) pieces broken straight down the middle. I asked Mrs. [redacted] “Where are the hardware screws that hold the panel in place?” Her response was “I don’t know”. On this unit there is (1) access panel that allows you access to electrical wiring . This is the panel that was broken and removed from the unit. The 2nd panel covers the refrigerant fittings. I removed the second set of screws from the second panel to access the refrigerant fittings and found a loose gasket which allowed some seepage of refrigerant oil. Under good faith repairs were made at no charge to Mrs. [redacted]. I removed remaining refrigerant, installed a new gasket, evacuated the system and again tested system with 400 psi of nitrogen. There was absolutely no sign or indication to support her belief that “something blew up”. In fact, these systems run at such high pressures, if something would have blown up, damage to the equipment and to the surrounding areas would show significant signs of major damage. Not just a broken access panel which is strictly cosmetic. The access panel has nothing to do with the operation of the unit. Due to the prior pressing issue Mrs. [redacted] had with the LED power light, I believe “someone” in her household attempted to access the system to disable the LED power light without knowing how to properly remove the lower access panel causing it to break. At the time of this service Mrs. [redacted] requested the broken panel be replaced under warranty. I then asked her if she had registered the equipment with the manufacturer. Mrs. [redacted] advised me she had not and told me that she did not know where the model and serial numbers were located on the unit. Attempting to point out the location of the manufacturers label again, I noticed the label had been peeled off leaving residual adhesive where it was located. “Someone” had removed it. Mrs. [redacted] stated she did not remove the sticker and it never had one. As I am looking and pointing out to her there was clearly a label on the unit. I explained to her that I did not install the unit with a broken panel and the manufacturer would not cover this. Again, in good faith, I advised her I would check with my supplier to see if they had any damaged equipment that I may be able to get her a panel. Willing to work with Mrs. [redacted] regarding her broken panel, I did check with my supplier and there was no damaged equipment available for replacing her broken panel. At that time, I was advised that a panel would have to be ordered from the manufacturer for an additional cost. This information was given to Mrs. [redacted]. I advised her to contact the manufacturer as A-Quality would not warranty the panel due to the nature of the damage. Due to cold weather A-Quality could not install the full recommended amount of refrigerant in system for cooling side. However, the heating side of equipment was fully functional and properly providing heat. On June 19, 2017 A-Quality did return to evacuate and weigh in system with exact amount of refrigerant insuring correct operation of system for cooling. At this visit Mrs. [redacted] advised me that she found a button on the remote control that turns the LED light off. Clearly 10 months later “someone” in the household decided to read the instruction manual. Mrs. [redacted] then advised me that the remote control was out of calibration. I explained to her again, that she has to keep the door to her master bedroom closed in order for this system to regulate the temperature correctly. The remote control was installed close to the bedroom door which she would leave open and the remote was sensing the temperature of the adjacent rooms of the house in which the thermostat for those rooms was set at 77 degrees. The following week I received a call from Mrs. [redacted] with accusations of A-Quality selling her refurbished equipment because the unit did not have a model or serial number on it. I advised her it is against the law for any manufacturer to sell equipment without a UL listing, model and/or serial number name plate. I again went to my supplier to get the model and serial number that they recorded at the time of original purchase by A-Quality. This information was given to Mrs. [redacted] so she could contact the manufacturer. After the Unpchurch’s contacted the manufacturer, Mr. [redacted], who we have never had the opportunity to meet or have dealings with, called the office requesting that A-Quality contact LG regarding his system about warranting his panel. At this time he also advised that the unit was making a “creaking” noise. which was never an issue that we were aware of. He stated he was giving A-Quality an opportunity to stand behind their work. Standing behind our work was never the issue. In good faith, AQuality insured that Mr and Mrs [redacted] had a fully, functional opertaing system before, during and after installation and/or repair. The claims of the system “Exploding” is absolutely asinine. The [redacted]’s refuse to take responsibility for tampering with and damaging their system. Any access panel on any piece of equipment doesn’t just break in half and loose its support screws. A-Quality refused to replace and or install a new panel free of charge after accusations of selling them refurbished equipment. Mr. and Mrs. [redacted] do have the option to use a different plumbing company that is willing to lie to the manufacturer in order to receive a free access panel. All dates have been corrected and verified through our scheduling log and payments verified with our credit card company. A-Quality is an upstanding company with exceptional customer relations. We are well known in the industry as well as the community.
A-Quality Heating & Plumbing Inc. [redacted] ###-###-#### Owner Reggie M [redacted] In response to complaint ID [redacted] On 08/16/2016 an estimate was given for pricing of installation. $3,560.11 was a deposit paid on 08/24/2016 to start work, the balance of... $394.36 was paid on 08/31/2016 for job completion and on 09/07/2016 $405.64 was paid for the surge protector. Total invoice paid to A-Quality was $4,360.11. This payment included a surge protector. On 08/30/2016 A-Quality installed (1) LG 3/4 ton ductless heat pump for supplemental heating and cooling in master bedroom. The homeowner did not want to have to heat and cool the entire house during the evenings. The master bedroom is also heated and cooled by the main package heating and cooling system. Again, the LG system that was installed is strictly supplemental. On day of installation, Mrs. [redacted] was present during the entire installation process. She watched us open from a clearly brand new packaged box and install the head unit on the east wall in her master bedroom. After complete installation, we cycled the system (turned on) with Mrs. [redacted] present. Immediately she was concerned with the LED power light on the unit. She asked me if I could open the system and disconnect the power light. I explained to her that I would not do that, as it would void all manufacturer warranty on her new unit. I did advise her that if the light bothered her she could cover the light with a piece of tape as to not damage the unit. After cycling the system, I advised Mrs. [redacted] on basic operations of her new unit. I also advised her that it was important that she reads, understands and follows all manufacturer operation manual to familiarize herself with her new unit. I also explained to her on the day of installation that she needs to register her new unit on line with LG. I physically pointed and showed her where to locate her model and serial numbers which were on the outside of the unit, blatantly obvious on the right side of the new system in plain view. I also explained to Mrs. [redacted] that this system is designed to heat and cool the master bedroom space only. She should keep her master bedroom door closed to isolate the system to control the climate in her master bedroom only. As I was cleaning up, Mrs. [redacted] stated again that the power light was going to bother them. After leaving Mrs. [redacted] with a fully functional, new, intact system in August, she called on December 29th 2016 (over 4 months after installation) stating that she came home from a trip and found the system cracked and leaking oil. Due to the holidays, Mrs. [redacted] was given the very next available appointment during operating hours. Which was Wednesday, 01/4/2017. During this time, Mrs. [redacted] was not without heat as again, her main unit in her home also heats and cools her master bedroom. Whether she chose to open the registers in her master bedroom for heating and cooling was completely up to her. Upon arrival on 01/4/2017, I did find the access panel of the unit broken in half and laying on the floor. Mrs. [redacted] did point out that there was oil on the wall. My first question to her was “How did the access panel get broken?” Her response was “ I don’t know, maybe something blew up and broke it?” As a professional, it was absolutely clear to me that “someone” had attempted to get into the system without knowing how to remove the access panel. When I first noticed the panel on the floor it was in (2) pieces broken straight down the middle. I asked Mrs. [redacted] “Where are the hardware screws that hold the panel in place?” Her response was “I don’t know”. On this unit there is (1) access panel that allows you access to electrical wiring . This is the panel that was broken and removed from the unit. The 2nd panel covers the refrigerant fittings. I removed the second set of screws from the second panel to access the refrigerant fittings and found a loose gasket which allowed some seepage of refrigerant oil. Under good faith repairs were made at no charge to Mrs. [redacted] . I removed remaining refrigerant, installed a new gasket, evacuated the system and again tested system with 400 psi of nitrogen. There was absolutely no sign or indication to support her belief that “something blew up”. In fact, these systems run at such high pressures, if something would have blown up, damage to the equipment and to the surrounding areas would show significant signs of major damage. Not just a broken access panel which is strictly cosmetic. The access panel has nothing to do with the operation of the unit. Due to the prior pressing issue Mrs. [redacted] had with the LED power light, I believe “someone” in her household attempted to access the system to disable the LED power light without knowing how to properly remove the lower access panel causing it to break. At the time of this service Mrs. [redacted] requested the broken panel be replaced under warranty. I then asked her if she had registered the equipment with the manufacturer. Mrs. [redacted] advised me she had not and told me that she did not know where the model and serial numbers were located on the unit. Attempting to point out the location of the manufacturers label again, I noticed the label had been peeled off leaving residual adhesive where it was located. “Someone” had removed it. Mrs. [redacted] stated she did not remove the sticker and it never had one. As I am looking and pointing out to her there was clearly a label on the unit. I explained to her that I did not install the unit with a broken panel and the manufacturer would not cover this. Again, in good faith, I advised her I would check with my supplier to see if they had any damaged equipment that I may be able to get her a panel. Willing to work with Mrs. [redacted] regarding her broken panel, I did check with my supplier and there was no damaged equipment available for replacing her broken panel. At that time, I was advised that a panel would have to be ordered from the manufacturer for an additional cost. This information was given to Mrs. [redacted] . I advised her to contact the manufacturer as A-Quality would not warranty the panel due to the nature of the damage. Due to cold weather A-Quality could not install the full recommended amount of refrigerant in system for cooling side. However, the heating side of equipment was fully functional and properly providing heat. On June 19, 2017 A-Quality did return to evacuate and weigh in system with exact amount of refrigerant insuring correct operation of system for cooling. At this visit Mrs. [redacted] advised me that she found a button on the remote control that turns the LED light off. Clearly 10 months later “someone” in the household decided to read the instruction manual. Mrs. [redacted] then advised me that the remote control was out of calibration. I explained to her again, that she has to keep the door to her master bedroom closed in order for this system to regulate the temperature correctly. The remote control was installed close to the bedroom door which she would leave open and the remote was sensing the temperature of the adjacent rooms of the house in which the thermostat for those rooms was set at 77 degrees. The following week I received a call from Mrs. [redacted] with accusations of A-Quality selling her refurbished equipment because the unit did not have a model or serial number on it. I advised her it is against the law for any manufacturer to sell equipment without a UL listing, model and/or serial number name plate. I again went to my supplier to get the model and serial number that they recorded at the time of original purchase by A-Quality. This information was given to Mrs. [redacted] so she could contact the manufacturer. After the Unpchurch’s contacted the manufacturer, Mr. [redacted] , who we have never had the opportunity to meet or have dealings with, called the office requesting that A-Quality contact LG regarding his system about warranting his panel. At this time he also advised that the unit was making a “creaking” noise. which was never an issue that we were aware of. He stated he was giving A-Quality an opportunity to stand behind their work. Standing behind our work was never the issue. In good faith, AQuality insured that Mr and Mrs [redacted] had a fully, functional opertaing system before, during and after installation and/or repair. The claims of the system “Exploding” is absolutely asinine. The [redacted] ’s refuse to take responsibility for tampering with and damaging their system. Any access panel on any piece of equipment doesn’t just break in half and loose its support screws. A-Quality refused to replace and or install a new panel free of charge after accusations of selling them refurbished equipment. Mr. and Mrs. [redacted] do have the option to use a different plumbing company that is willing to lie to the manufacturer in order to receive a free access panel. All dates have been corrected and verified through our scheduling log and payments verified with our credit card company. A-Quality is an upstanding company with exceptional customer relations. We are well known in the industry as well as the community.
Complaint: ***
I am rejecting this response because: As indicated by the response the company refuses to honor their committment to cusotmer service because they believe that we have tampered with the equipment If that were the case we would not be pursuing this matterWe in no way tampered or "broke" into the unit so to be accused of that by a company is incredible! Other technicians that we have talked to indicate that the problem was more than likely an issue with the installation or charging of the systemWe are contacting another company to effect repairs We will be sending a bill to A-Quality to compensate for the expense If Revdex.com has another avenue to have a company stand behind their service I would appreciate hearing about it I would encourage Revdex.com to continue to advise the public of the poor response by a company who received payment and refuses to stand behind their service because of a mistaken belief that they could do no wrong
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
A-Quality Heating & Plumbing Inc. [redacted] ###-###-#### Owner Reggie M[redacted] In response to complaint ID [redacted] On 08/16/2016 an estimate was given for pricing of installation. $3,560.11 was a deposit paid on 08/24/2016 to start work, the balance of...
$394.36 was paid on 08/31/2016 for job completion and on 09/07/2016 $405.64 was paid for the surge protector. Total invoice paid to A-Quality was $4,360.11. This payment included a surge protector. On 08/30/2016 A-Quality installed (1) LG 3/4 ton ductless heat pump for supplemental heating and cooling in master bedroom. The homeowner did not want to have to heat and cool the entire house during the evenings. The master bedroom is also heated and cooled by the main package heating and cooling system. Again, the LG system that was installed is strictly supplemental. On day of installation, Mrs. [redacted] was present during the entire installation process. She watched us open from a clearly brand new packaged box and install the head unit on the east wall in her master bedroom. After complete installation, we cycled the system (turned on) with Mrs. [redacted] present. Immediately she was concerned with the LED power light on the unit. She asked me if I could open the system and disconnect the power light. I explained to her that I would not do that, as it would void all manufacturer warranty on her new unit. I did advise her that if the light bothered her she could cover the light with a piece of tape as to not damage the unit. After cycling the system, I advised Mrs. [redacted] on basic operations of her new unit. I also advised her that it was important that she reads, understands and follows all manufacturer operation manual to familiarize herself with her new unit. I also explained to her on the day of installation that she needs to register her new unit on line with LG. I physically pointed and showed her where to locate her model and serial numbers which were on the outside of the unit, blatantly obvious on the right side of the new system in plain view. I also explained to Mrs. [redacted] that this system is designed to heat and cool the master bedroom space only. She should keep her master bedroom door closed to isolate the system to control the climate in her master bedroom only. As I was cleaning up, Mrs. [redacted] stated again that the power light was going to bother them. After leaving Mrs. [redacted] with a fully functional, new, intact system in August, she called on December 29th 2016 (over 4 months after installation) stating that she came home from a trip and found the system cracked and leaking oil. Due to the holidays, Mrs. [redacted] was given the very next available appointment during operating hours. Which was Wednesday, 01/4/2017. During this time, Mrs. [redacted] was not without heat as again, her main unit in her home also heats and cools her master bedroom. Whether she chose to open the registers in her master bedroom for heating and cooling was completely up to her. Upon arrival on 01/4/2017, I did find the access panel of the unit broken in half and laying on the floor. Mrs. [redacted] did point out that there was oil on the wall. My first question to her was “How did the access panel get broken?” Her response was “ I don’t know, maybe something blew up and broke it?” As a professional, it was absolutely clear to me that “someone” had attempted to get into the system without knowing how to remove the access panel. When I first noticed the panel on the floor it was in (2) pieces broken straight down the middle. I asked Mrs. [redacted] “Where are the hardware screws that hold the panel in place?” Her response was “I don’t know”. On this unit there is (1) access panel that allows you access to electrical wiring . This is the panel that was broken and removed from the unit. The 2nd panel covers the refrigerant fittings. I removed the second set of screws from the second panel to access the refrigerant fittings and found a loose gasket which allowed some seepage of refrigerant oil. Under good faith repairs were made at no charge to Mrs. [redacted]. I removed remaining refrigerant, installed a new gasket, evacuated the system and again tested system with 400 psi of nitrogen. There was absolutely no sign or indication to support her belief that “something blew up”. In fact, these systems run at such high pressures, if something would have blown up, damage to the equipment and to the surrounding areas would show significant signs of major damage. Not just a broken access panel which is strictly cosmetic. The access panel has nothing to do with the operation of the unit. Due to the prior pressing issue Mrs. [redacted] had with the LED power light, I believe “someone” in her household attempted to access the system to disable the LED power light without knowing how to properly remove the lower access panel causing it to break. At the time of this service Mrs. [redacted] requested the broken panel be replaced under warranty. I then asked her if she had registered the equipment with the manufacturer. Mrs. [redacted] advised me she had not and told me that she did not know where the model and serial numbers were located on the unit. Attempting to point out the location of the manufacturers label again, I noticed the label had been peeled off leaving residual adhesive where it was located. “Someone” had removed it. Mrs. [redacted] stated she did not remove the sticker and it never had one. As I am looking and pointing out to her there was clearly a label on the unit. I explained to her that I did not install the unit with a broken panel and the manufacturer would not cover this. Again, in good faith, I advised her I would check with my supplier to see if they had any damaged equipment that I may be able to get her a panel. Willing to work with Mrs. [redacted] regarding her broken panel, I did check with my supplier and there was no damaged equipment available for replacing her broken panel. At that time, I was advised that a panel would have to be ordered from the manufacturer for an additional cost. This information was given to Mrs. [redacted]. I advised her to contact the manufacturer as A-Quality would not warranty the panel due to the nature of the damage. Due to cold weather A-Quality could not install the full recommended amount of refrigerant in system for cooling side. However, the heating side of equipment was fully functional and properly providing heat. On June 19, 2017 A-Quality did return to evacuate and weigh in system with exact amount of refrigerant insuring correct operation of system for cooling. At this visit Mrs. [redacted] advised me that she found a button on the remote control that turns the LED light off. Clearly 10 months later “someone” in the household decided to read the instruction manual. Mrs. [redacted] then advised me that the remote control was out of calibration. I explained to her again, that she has to keep the door to her master bedroom closed in order for this system to regulate the temperature correctly. The remote control was installed close to the bedroom door which she would leave open and the remote was sensing the temperature of the adjacent rooms of the house in which the thermostat for those rooms was set at 77 degrees. The following week I received a call from Mrs. [redacted] with accusations of A-Quality selling her refurbished equipment because the unit did not have a model or serial number on it. I advised her it is against the law for any manufacturer to sell equipment without a UL listing, model and/or serial number name plate. I again went to my supplier to get the model and serial number that they recorded at the time of original purchase by A-Quality. This information was given to Mrs. [redacted] so she could contact the manufacturer. After the Unpchurch’s contacted the manufacturer, Mr. [redacted], who we have never had the opportunity to meet or have dealings with, called the office requesting that A-Quality contact LG regarding his system about warranting his panel. At this time he also advised that the unit was making a “creaking” noise. which was never an issue that we were aware of. He stated he was giving A-Quality an opportunity to stand behind their work. Standing behind our work was never the issue. In good faith, AQuality insured that Mr and Mrs [redacted] had a fully, functional opertaing system before, during and after installation and/or repair. The claims of the system “Exploding” is absolutely asinine. The [redacted]’s refuse to take responsibility for tampering with and damaging their system. Any access panel on any piece of equipment doesn’t just break in half and loose its support screws. A-Quality refused to replace and or install a new panel free of charge after accusations of selling them refurbished equipment. Mr. and Mrs. [redacted] do have the option to use a different plumbing company that is willing to lie to the manufacturer in order to receive a free access panel. All dates have been corrected and verified through our scheduling log and payments verified with our credit card company. A-Quality is an upstanding company with exceptional customer relations. We are well known in the industry as well as the community.