Air Management Heating & Air Conditioning Services LLC

We Installed a system for Mr [redacted] in as Mr [redacted] saidWe gave him a extended warranty through the manufacturer, not thru our company so any York Dealer can perform warranty or maintenance as per the contractMr [redacted] unfortunately decided to use a third party for maintenance and it looks like a service call that happened on the dates he mentioned in the claimFrom what we understand the company is not a Certified "York" dealerDuring the service call this company, the third party company, told Mr [redacted] they installed 4lbs of R-into his systemMr [redacted] told us one day the system was working on the telephone and the next day it was not workingWe informed Mr [redacted] that we do not believe that it sounded like it could be possible to loose 4lbs of Freon in a dayThe machine probably has a running charge of about 5-lbsWe told him if he lost that much Freon in a day that the machine would have already stopped working and unfortunately the system has been running and working for weeks nowWe also informed Mr [redacted] that performing a test to find the leak would and may take a couple days that he would be with out ACAt this time it was very warm so we were not comfortable doing thisOn top of all this Mr [redacted] was very short with us on the telephoneUnfortunately we are no longer comfortable working on Mr [redacted] 's system since he had a third party company work and maintenance his systemEspecially a none York DealerWe are unsure why Mr [redacted] decided not to use us for his maintenance and he is suppose to have a York dealer maintain his York system so the Extended Warranty is not voidWe have already spoken to York about this circumstance and they stand behind us in our decision not work on his system since there was a third party company working on his system and they agree that the 4lbs of rdoes not sound correctSo again our final decision not to work with Mr [redacted] is due to the circumstances with him getting a third party company to maintain and service his equipment

I am rejecting this response because: What I said was that from until June of this year, the system leaked out at least lbs of coolantI never said that it happened in dayWhen Air management installed the original unit in 2009, a worker fell through my ceiling in the family room which I had to have repaired and paintedI continued to use them for several yrsand In fact had a blower motor replaced in March After the replacement I decided to have someone else service the heating and air conditioning systemIn June when I had it serviced it was discovered that the unit was not cooling properly and lbswas added to the system to make it work properlyI then made repeated calls to Air management with no responseFinally I rec'd a call and had a conversation with apparently [redacted] He rude and very nasty over the phone and talked down too me, like I didn't know anything and said it was not his problem to come outWell when they did the initial install, I was told that there was a yr parts and labor warranty on the systemSo there is yrs left on the labor agreementOn the contractors invoice there is nothing about having routine service performed by an authorized York dealerI carefully read the customer booklet and there is nothing in there that says service has to be performed by an authorized dealerI was in touch with Alan ***, who is the east coast mfg customer service repHe has no record of speaking of Mr [redacted] about my problemFurther he told me that having routine service done by another company did not void the warrantySo you see his entire statement if full of untruths and he tried to use my words and twist them in such a manner that suited his needs

know Mr *** has written a response with some commentsHe brought up the past about one of our employees falling thru the ceiling I am not sure why this was mentioned as this was taken care of and we paid Mr *** son to paint and speckle the damage, unfortunately accidents happen and our employee slipped and fellBut again we worked with Mr *** to fix itAt the end everyone was happy.After the blower was replaced he decided to have someone else maintain his equipment as mentioned in the letter, that is fine and we are ok with thatWe understand people have the right to pick who they want to work in there home's.The main problem we have is again the the other company states they but lbs of R-into the AC systemAgain we feel this is not possibleMr *** says it was not cooling properly so the company added lbs of FreonAgain we feel this is still incorrectThe unit would not be cooling at all in our opinion, and again Allen from York agrees with usAs stated in the below Letter from AllenMR *** is correct he does have a years extended Contract with YorkYork will pay to fix a problem when there is a problem, but since the other company says they put in 4lbs of freon and the system is still working Mr *** will have to wait for the system to not be working for York to pay for a York contractor to fix itAgain York is not going to go by what a third party none York dealer says they didSpecially when it does not sound correctAs you will see below.He is correct he can have anyone he wants maintain his equipmentWe just feel that since he decided not to use us for his yearly maintenance and now there is a problem that has come up that we feel does not sound right we do not want to be involved in the service for his equipmentWe still are unsure about the lbs of freon and think it was way less and maybe a tough leak to find, if there is a leak at allAgain York will not pay for the time to find the leak, they will pay for the repair of the part and the time to repair the partSo you can see why it would have been better when Mr *** noticed his equipment was not cooling correctly he just should have called us to service the equipmentEven if he wanted someone else to maintain the systemYork at that time would have covered the cost for the repair.He also says we were rude on the phoneUnfortunately maybe both parts were rude since he was telling us we do not know what we are talking aboutThis was a unfortunate thing that may have happened on the phone! We do apologize for that! We are sorry!

We Installed a system for Mr. [redacted] in 2009 as Mr [redacted] said. We gave him a extended warranty through the manufacturer, not thru our company so any York Dealer can perform warranty or maintenance as per the contract. Mr. [redacted]...

unfortunately decided to use a third party for maintenance and it looks like a service call that happened on the dates he mentioned in the claim. From what we understand the company is not a Certified "York" dealer. During the service call this company, the third party company, told Mr. [redacted] they installed 4lbs of R-410 into his system. Mr. [redacted] told us one day the system was working on the telephone and the next day it was not working. We informed Mr. [redacted] that we do not believe that it sounded like it could be possible to loose 4lbs of Freon in a day. The machine probably has a running charge of about 5-6 lbs. We told him if he lost that much Freon in a day that the machine would have already stopped working and unfortunately the system has been running and working for weeks now. We also informed Mr. [redacted] that performing a test to find the leak would and may take a couple days that he would be with out AC. At this time it was very warm so we were not comfortable doing this. On top of all this Mr. [redacted] was very short with us on the telephone. Unfortunately we are no longer comfortable working on Mr. [redacted]'s system since he had a third party company work and maintenance his system. Especially a none York Dealer. We are unsure why Mr. [redacted] decided not to use us for his maintenance and he is suppose to have a York dealer maintain his York system so the Extended Warranty is not void. We have already spoken to York about this circumstance and they stand behind us in our decision not work on his system since there was a third party company working on his system and they agree that the 4lbs of r410 does not sound correct. So again our final decision not to work with Mr. [redacted] is due to the circumstances with him getting a third party company to maintain and service his equipment.

know Mr [redacted] has written a response with some comments. He brought up the past about one of our employees falling thru the ceiling I am not sure why this was mentioned as this was taken care of and we paid Mr [redacted] son to paint and speckle the damage, unfortunately accidents happen and our employee slipped and fell. But again we worked with Mr [redacted] to fix it. At the end everyone was happy.
After the blower was replaced he decided to have someone else maintain his equipment as mentioned in the letter, that is fine and we are ok with that. We understand people have the right to pick who they want to work in there home's.
The main problem we have is again the the other company states they but 4 lbs of R-410 into the AC system. Again we feel this is not possible. Mr [redacted] says it was not cooling properly so the company added 4 lbs of Freon. Again we feel this is still incorrect. The unit would not be cooling at all in our opinion, and again Allen from York agrees with us. As stated in the below Letter from Allen. MR [redacted] is correct he does have a 10 years extended Contract with York. York will pay to fix a problem when there is a problem, but since the other company says they put in 4lbs of freon and the system is still working Mr [redacted] will have to wait for the system to not be working for York to pay for a York contractor to fix it. Again York is not going to go by what a third party none York dealer says they did. Specially when it does not sound correct. As you will see below.
He is correct he can have anyone he wants maintain his equipment. We just feel that since he decided not to use us for his yearly maintenance and now there is a problem that has come up that we feel does not sound right we do not want to be involved in the service for his equipment. We still are unsure about the 4 lbs of freon and think it was way less and maybe a tough leak to find, if there is a leak at all. Again York will not pay for the time to find the leak, they will pay for the repair of the part and the time to repair the part. So you can see why it would have been better when Mr [redacted] noticed his equipment was not cooling correctly he just should have called us to service the equipment. Even if he wanted someone else to maintain the system. York at that time would have covered the cost for the repair.
He also says we were rude on the phone. Unfortunately maybe both parts were rude since he was telling us we do not know what we are talking about. This was a unfortunate thing that may have happened on the phone! We do apologize for that! We are sorry!

I am rejecting this response because: What I said was that from 2012 until June of this year, the system leaked out at least 4 lbs of coolant. I never said that it happened in 1 day. When Air management installed the original unit in 2009,  a worker fell through my ceiling in the family room which I had to have repaired and painted. I continued to use them for several yrs. and In fact had a blower motor replaced in March 2010. After the 2012 replacement I decided to have someone else service the heating and air conditioning system. In June when I had it serviced it was discovered that the unit was not cooling properly and 4 lbs. was added to the system to make it work properly. I then made repeated calls to Air management with no response. Finally I rec'd a call and had a conversation with apparently  [redacted]. He rude and  very nasty over the phone and talked down too me, like I didn't know anything and said it was not his problem to come out. Well when they did the initial install, I was told that there was a 10 yr parts and labor warranty on the system. So there is 4 yrs left on the labor agreement. On the contractors invoice there is nothing about having routine service performed by an authorized York dealer. I carefully read the customer booklet and there is nothing in there that says service has to be performed by an authorized dealer. I was in touch with Alan [redacted], who is the east coast mfg customer service rep. He has no record of speaking of Mr. [redacted] about my problem. Further he told me that having routine service done by another company did not void the warranty. So you see his entire statement if full of untruths and he tried to use my words and twist them in such a manner that suited his needs.

We Installed a system for Mr. [redacted] in 2009 as Mr [redacted] said. We gave him a extended warranty through the manufacturer, not thru our company so any York Dealer can perform warranty or maintenance as per the contract. Mr. [redacted] unfortunately decided to use a third party for maintenance...

and it looks like a service call that happened on the dates he mentioned in the claim. From what we understand the company is not a Certified "York" dealer. During the service call this company, the third party company, told Mr. [redacted] they installed 4lbs of R-410 into his system. Mr. [redacted] told us one day the system was working on the telephone and the next day it was not working. We informed Mr. [redacted] that we do not believe that it sounded like it could be possible to loose 4lbs of Freon in a day. The machine probably has a running charge of about 5-6 lbs. We told him if he lost that much Freon in a day that the machine would have already stopped working and unfortunately the system has been running and working for weeks now. We also informed Mr. [redacted] that performing a test to find the leak would and may take a couple days that he would be with out AC. At this time it was very warm so we were not comfortable doing this. On top of all this Mr. [redacted] was very short with us on the telephone. Unfortunately we are no longer comfortable working on Mr. [redacted]'s system since he had a third party company work and maintenance his system. Especially a none York Dealer. We are unsure why Mr. [redacted] decided not to use us for his maintenance and he is suppose to have a York dealer maintain his York system so the Extended Warranty is not void. We have already spoken to York about this circumstance and they stand behind us in our decision not work on his system since there was a third party company working on his system and they agree that the 4lbs of r410 does not sound correct. So again our final decision not to work with Mr. [redacted] is due to the circumstances with him getting a third party company to maintain and service his equipment.