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Air Control Systems Inc

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Thank you for requesting a response to the complaint filed
by Mr***
I would like to immediately note that since his complaint
was filed Mr*** and I have reached a settlement agreement under which I
have already performedAs a result thereof, I believe that the Complaint
Mr*** should be removed, and I believe he would agree to removal under the
terms of our settlement agreement
However, in the event it is not removed, I will respond
Mr*** contracted with me for the installation of a used
heat pumpUsed products, especially larger systems like heat pumps, can have a
variety of issuesTherefore I am always clear with my customers as to what is
covered by warranty and what is notIn this contract, I offered a year
warranty on the compressor and year of labor on the systemThese warranties
were in writing on the contractFollowing initial install, the system was
Following initial install, Mr*** contacted me about
problems with the systemI returned to Mr***'s residence on at least
occasions during the year warranty period on laborI recorded in my records
that the cause of the problems was most likely user error, though I understand
Mr*** disagreesHowever, as per his statement, the system was working when
I left after the service calls
When problems continued to occur, I expressed to Mr***
that the used unit was obviously having issuesSome of these were issues
related to the unit (needing part replacement Mr*** did not wish to expend
funds for) and some continued in my opinion to be customer expectation issues
For instance, during the summer heat wave on a degree day Mr*** did not
find it acceptable that the home was just under degreesI expressed that
the results he desired were only likely to be achieved by a newer and much more
expensive unitIn my experience, industry standards are to maintain at least
degrees below outside temps, which the unit was performingIn an attempt to
resolve the expectation issue, I offered to obtain a new unit for below cost,
and if he paid the unit cost, I would install it for freeAt that time Mr
*** did not wish to expend funds on the offer
It became clear that whether through unit issues, or
customer expectations, Mr*** was not satisfied with the heat pumpAs a
result thereof he and I exchanged several options for settlement and ultimately
While I understand the frustration of dealing with heat pump
issues (especially in extreme weather) I feel did everything I could on my end
to both explain the problems and optionsI am glad that Mr*** and I could
ultimately reach a resolution that allowed us both to move on
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

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Address: 1940 S Grove Ave, Ontario, California, United States, 91761


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