Air Specialist Heating & Air Conditioning

[redacted] purchased an Innsbrook Direct Vent Fireplace for her upstairs area and a Chard Gas Log Set with Remote for the downstairs area; on 8/22/13, the upstairs Unit came with a year parts and labor warranty, the downstairs Unit came with a year burner warranty and the remote has a year warrantyWe do not manufacture these products; we install them per Manufactures requirementsWhen there is an issue all we can do is what the Manufacture’s tell usOn the upstairs Unit the Manufacture, after several attempts, we could not get it working correctly, sent out a whole new Burner AssemblyAfter receiving the product we called [redacted] to schedule the replacement, this was done on 02/14/17, we replaced the faulty assembly, installed the new one and Run Tested the new UnitThe Unit was operating upon departure that dayAs for the downstairs Unit, the warranty on the Burner Assembly expired on 08/22/16; the warranty on the Remote expired on 08/22/On 12/14/15, the service technician told [redacted] that the Remote is faulty and needs to be replaced, however, it is not covered under warranty anymore and the cost to replace it would be $ She was told this on several occasionsWe are Truly Sorry for all the issues she has experience with this product; however, we can only due what the Manufacture’s say: we have to follow the procedures in forced by the Manufacture, and wait for them to send replacement partsThe products she purchased are generally a good product, and we haven’t had any issues with themIf Units are not working as stated in her complaint dated 02/17/17, then that is an issue we need to take up with the Manufacture [redacted] has not been charge for any services that where covered under her warrantyRegardless of whether we were paidWe at Air Specialists Heating & Air Conditioning, and Master Air Heating & Air Conditioning strive to provide our customers the best service possibleWhen products do not perform as well as they should we do our best to work with Manufactures to resolve issues as quickly and effectively as possibleYours Truly [redacted]