Air Comfort, Inc.

Complaint:
I am rejecting this response because: The unit that Air Comfort installed in was a unit with a manufacture date of 8/We paid for a new unit and did not expect that the unit was not years old when installed in our homeAs stated before we believe that Air Comfort's practices are in violation of the Federal Trade Commission Deceptive Trade PolicyAir Comfort's practices show the company misrepresented the product as being new, they omitted the fact of the age of the unit and mislead us to our detrimentWe wish to proceed with our complaint, by binding arbitration, civil court suit and a complaint with the FTC
Sincerely,
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In 2010, Air Comfort upgraded the original install from a 3-ton 14 SEER system to a 4-ton 15 SEER system at no additional cost. In almost 3 years, there have been no service calls or maintenance requests on the new 4-ton system until now. Mr. and Mrs. [redacted] had routine motor failure within the...

warranty period of their equipment. Their limited warranty is 5 years all parts on the system and 10 years on the compressor.  No labor warranty was purchased.  Mr. [redacted] received a new motor at no cost and was only obligated to pay for our labor. We have responded to every issue Mr. & Mrs. [redacted] experienced with their system and to date we know of no other service issues.
 
Equipment purchased and installed by Air Comfort is supplied through factory authorized wholesale dealers located in our area. The wholesale dealers selects the equipment off their shelf once we have given them the model needed.  It is sold to us new and unused. Factory wholesale dealers have the obligation to honor all factory warranties regardless of the age of the equipment.  The company performing the work must be a licensed factory dealer.  Mr. & Mrs. [redacted] had the option of buying an extended parts and labor warranty that would have covered the equipment for 10 years, but they did not exercise that option.
 
There will be no replacement of equipment nor refund of monies.
 
[redacted], VP

I still do not have anything listing the nature of this customer's complaint but by seeing the name I recall this incident very well because the customers phone call woke me and my wife at our home at 4:30 AM on a weekend night.  I think this was thru the Xmas or New Years holiday but...

am not certain of that.  A lady using the name of [redacted] was calling in regards to a no-heat problem at the [redacted] residence.  I remembered the [redacted] name since we had installed a furnace and air conditioning unit in at the home in 2011 and he wanted me to look at the project.  That was August 26th 2011 to be exact and I see from his file card record that we have serviced the units two times since date of installation, on 9/17/13 and on 7/23/14.  On 10/8/2014 we responded to a no-heat call at the [redacted] and found the problem to be in the chimney liner of the furnace and water heater vent pipe.  A squirrel had eaten holes in the metal cap flashing and gone down the chimney a few feet eating away at the metal liner and causing a blockage and no draft problem with both the furnace and water heater.  We installed another new liner in the chimney and cap as needed to get the units operating again.  The bill would have been four or five hundred dollars to make these repairs but when I even mentioned a charge for the services or parts Mr [redacted] just shrugged it off as if that was our tough luck so he was never billed for any of the repairs at all.  These units were installed as per code on mechanical permit #M-11-1081 and plumbing permit #P-11-1080 and were inspected by the City Of Caldwell inspectors and by Intermountain Gas Company before this equipment was ever started up for servicing of the home.  Thus I felt and still do feel that Mr [redacted] should have paid for our repairs and still needs to take care of his squirrel problems because this same thing can happen again.  Codes can not protect all installations completely from damage caused by animals and mother nature.  Back to my 4:30 awakening at home by the [redacted] phone call.  The lady on the phone said that she had called our shop number and got a recorded message for after hours service so did as instructed but that was 15 minutes ago and still hadn't hear back from anyone.  I told her that the service is probably on other calls and will contact them at the number they left him as soon as he is free to go to another service call.  This did not make her happy and asked me if they were expected to stay in a cold house and their pipes allowed to freeze?  I told her that it is a first come first serve basis and the man will get to you as soon as he can but some calls may take two or three hours so if they must have service right now then they had the option to call another company who might be able to send a person to their home sooner than we can.  Mr [redacted] then got on the phone and told me that he would be down to my office Monday morning and address this matter.  He said it in a hateful manner as a thread to me and I do not appreciate being talked to in that tone of voice.  He then hung up immediately so I could not respond to him.  I then called up our serviceman at the emergency number listed on our recording machine and the service tech answered.  I asked him if he had a call from the [redacted] residence and he said no, he did not have their call showing on his incoming calls.  He did have two other calls that he went on that same night and when I checked it the next day his phone did not show a call from [redacted] and only the two calls that we did take care of.  I then checked the night recorder machine and saw where [redacted] had called our shop number but they left a voice message on the record rather than calling the emergency cell phone contact number given out by the voice recorder.  The machine was working and is still working so obviously they just left a message on a recorder which is only checked the following working day.  However, the voice message on the recorder gives a person the emergency number to call first then says afterwards that for any other business you are welcome to leave a message.  I truly don't know how to make it any simpler for customers?  My personnel phone number is not listed on that recorder since I am not a service tech that goes out on calls and am only the owner of the buisness who handles paperwork.  Obviously [redacted] remembered my name and looked my home number up in the phone book because only our shop phone number is listed on my business cards?  I had not planned on being at the shop on Monday but made certain that I was there bright and early to meet with Mr [redacted] as per his threat.  He did not show up and I haven't seen or talked to the people since that night.  If anything, these people still owe Air Comfort for repairs done in 2014 but since I did not bill them in order to keep them as a satisfied customer I shouldn't be complaining about that now.  However, I feel their going to the Revdex.com to complain about our business when they did not follow instructions and were not unfairly billed or over charged is not fair to us at all.  I am emailing this to you right away and will print off a copy of it also to mail back to the Revdex.com just in case this email does not come thru.   Sincerely:  [redacted]