Acme Plumbing & Heating Company

Newly Installed Central Air /Heating 2008 ceased to work 2013 (after five years)Problem date Fall/2013...Purchased 11-11-08...work order#XXXXXX...Sales Rep [redacted]Payment amount: $6,774.00...Payment method: Finance DP TBD - Balance PSNC 9.5 installments (paid thru the gas company) paid off thru refinancing thru [redacted] Bank 2012.Air [redacted] Model #SSXXXXXXXAB. Serial# XXXXXXXXXXGas Furnace type/age...split (1) [redacted] MODEL # GMEXXXXXbxab Serial # XXXXXXXXXXWarranties: 10 years on parts...5 years on labor...10 years on compressor...Life on heat exchangerDesired SettlementE-mailed this letter a month ago they ask me to fax the warranty...I did. I got no results. Its real hot in this house! Worse with the cold in the winter.To: One Hour Heating and Air Conditioning/name change to Acme Heating and Plumbing CompanyAir conditioner and Gas furnace was installed January 2008. The units are not working. Please send your service technicians out to access the problemThis letter is a well deserved formal complaint against your company. As for anyone stopping up his ear from the complaining cry of the lowly one, he himself also will call and not be answered. - Proverbs 21:13. There were complaints from the time of installation.- Temperature was never very warm coming this the vents, especially the bathroom.-Vents made disturbing noise (never before with the old unit)-Did a Jan. and Feb. (2009) test, running the heat 68-70 degrees, it very seldom would stop running and tried turning the air off when going to work. Took me all year to pay for the bill incurred that winter. (check the gas company for my records) Refinanced to pay the units off in 2012.-Returned to using electric heaters because could not afford the cost of the inefficient furnace.-Entire unit stopped working 2013, as a result, during this winter, I could not stay in the house because of the cold. There is a 10 year warranty on parts and Life on heat exchanger.Please acknowledge my complaint before I seek other avenues to correct this matter.Sincerely,[redacted]Business Response /[redacted]/Contact Name and Title: [redacted], ownerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@acmeplumbing.comOn April 4, 2014, our company received the customer's email. I was alarmed at the long list of complaints that she described over the previous five year period. How had she had a new HVAC system installed and been so miserable with it and yet not contacted us so that we could take care of it for her? Before calling her I researched her history in our service software. In 2008 the unit was installed in January. Our technicians are documented as being at her home six separate days in January responding to concerns regarding noise and air flow. On May 27 we were back for an A/C tune up where everything checked out and no repairs were required. November 11 we returned for a heat tune up and it was noted that everything was working properly. Almost three years passed before we were called out in August of 2012 to trouble shoot the A/C that was not cooling. At that time we replaced the condensate pump (under warranty) and checked out the system as working fine. We did not hear from this customer again until this email.I called the customer right away and we had a long conversation. She had a long list of complaints but had given up on asking us to address them after the first year. She had never called us to perform the routine maintenance required to keep her 10 year parts warranty in force. If she had a "lemon" we never knew about it so that we could replace it entirely under warranty. Our company sold its HVAC division in June of 2013. (We continue to be in the plumbing service business.) Acme has been in business too long (since 1947) to not take care of its customers. I no longer have an HVAC tech to make a complimentary call to assess the situation. Unfortunately the company that assumed our warranties is unsympathetic to a customer who has not honored the routine maintenance required to keep a warranty in force. At the end of our phone conversation the customer understood that I was not in a position to be able to help her get any work done under warranty. She thanked me for listening to her grievances. She faxed me a copy of the warranty agreement knowing that there was nothing I could do other than feel badly for her.Consumer Response /[redacted]/Yes, I gave up on routine maintenance because the unit was not being used because of it's inefficiency and my being unable to afford to use it.If a routine maintenance was required, why did you not routinely check on it or even give notice about checking on it? All you cared and care about is that you got your money. Just know that you cheated a senior citizen out of $6,000 who is on a Social Security income of $12,070 a year. I was taken advantage of. You get zero stars for your rip off!