Air Comfort Heating & Air Conditioning, Inc.

Initial Business Response /* (1000, 5, 2014/12/22) */
On 5/20/We gave *** *** an estimate on installation of a new furnace that she would be purchasing from Lowes in Cn Rapids On that day *** agreed to purchase a new furnace, CleanEffects electronic air filtration system,
Humidifier, duct cleaning and miscductwork from LowesLowes hired us to do the installation of all the equipment
On 5/21/We Installed all of the above and educated *** on the proper way to maintain her equipment
Since purchasing the equipment we have received two service calls from *** saying that the furnace and or air conditioner was not workingIn both instances we sent out a service tech to diagnose the problemIn both cases it was discovered that her electronic air cleaner had not been cleaned & was restricting the air flow and shutting down the systemAlthough the equipment was under warranty, the warranty clearly states that lack of maintenance voids the warrantyIn both instances we waived the service call fee which we were entitled, due to the problem being lack of maintenanceWe did receive a 3rd call from *** stating that her furnace had shut down again*** also stated that she had a family friend look at furnace and had them repairShe stated that the family member had bypassed the limiter switch which can actually be dangerous and can be a fire hazardAfter knowing her history of not maintaining the equipment we suggested to *** that we replace her electronic air cleaner with a new 4" media filter & return ductwork that would be easier for her to maintain*** agreed to thisWe did this at no charge to ***At that time we removed the CleanEffect air cleaner and brought back to our locationWe also at that time repaired the limiter switch at no chargeThe reason that we removed the equipment is that this was considered by us to be an exchangeThe CleanEffects that we had removed was used and not maintained and was not able to be resoldNext we received a call from *** requesting the CleanEffects be returned to herWe explained to her again that per our earlier conversation that this was an exchange for the Service calls and new filter/return ductworkShe continued to complain so we agreed to return the clean effects to her in the interest of good customer serviceHowever, when we returned the CleanEffects back to her home she called again and told us that the one that had been returned to her was not the same one that had been taken out of her houseAfter recieving this last call we immediately sent someone to verify thisOur representative did verify that the CleanEffects returned to her was not the original one that she hadAfter doing some research we discovered that the wrong one had been mistakenly pulled off our shelf and was delivered to herWe immediately brought her out the one that was originally installed and exchanged for the other oneAt that time we considered the matter closed
We are truly sorry that *** feels she had a bad experienceHowever, we feel we have bent over backwards to satisfy herWe have not charged her any additional fees since the original sale for any of the service calls, any of the newly installed equipment, or any laborShe ended up with new equipment as well as her old equipmentWe feel that this is more than enough to satisfy the situation and consider the matter closed