Air Temp of Radcliff

In response to [redacted] , [redacted] *** Party #1- [redacted] Party #2- [redacted] ###-###-#### Heat pump system was installed 8/24/ for Party # On 1/18/12, replaced defrost thermostat ( at no charge).At some point, Party #bought the house, contract for deedOn 4/28/, we were called to the houseFound factory solder joint was cracked and leaking refrigerant.We called Party #and was told Party #was responsible for paymentParty #did not have the money to fix it.We charged them a $service call for checking it which was not paid Party #said they would call then they got the money to fix itmonths later, 9/11/Party #found out that the heat pump was not fixed yetParty #had us fix it in which leak was repairedOn 9/16/, we were called again We found TEV was bad on inside unit along with dirty inside coilRepairs were madeDirt was cleaned from surface of evaporator coilParty #paid the bill for the leak and TEV .On 10/3/was called by Party #2, capacitor had failed, part was warrantiedParty #was charged $labor only ( no service call charged).On 10/6/party #paid the 4/28/bill and the 10/3/bill.On 5-8-was called by party #, unit freezing upWe found sensing bulb to TEV disconnected and dirty inside coil which would cause unit to freezeParty #2's other company had told her valve was bad and coil needed to be cleanedWe found no sign of bad valve only dirty coilParty #did not want to pay to remove the coil and clean it thoroughly , so it was not done.On 6/15/15, Party #called again and said unit was acting up again that it kicks off and on and that we replaced a part but not sure what partParty #was asked who would be responsible for the bill? Party #said she would beI asked Party #if she was still in process of purchasing house from Party #and she said yesParty #said she just wants us to come fix the unitAlso, party #said that when we are done fixing it , that she is done with usShe is unhappy with our service and that we keep giving her "lame" excuses of why the system does not work and we do not know what we are doing If party #had called and left out her unhappiness with us and our service, I would have probably went backI called (party #who paid the bill for the leak and TEV) told her what was going onShe (party #1) did not have a problem with our company not going back(She (party #1) understood ( those were her words.) We did not install the system for Party #nor has Party #paid for any major repairs , therefore, I feel our company has no obligation to her At last check, no problem with the part that was installed , only the dirty coil.The evaporator coil needs to be cleaned thoroughly which would require removing the coilI fear we could not get paid for our workAny repair made on that system could probably be short lived , due to their living conditionsThe system has a five year parts warranty that can be taken care of by anyone.We have been in business for over years and have a very good reputationI believe negative comments you may post about us from party #may not be truthful and unfair to usWe have refused service for only a handful of customers in a year period, normally for filthy living conditions or lack of payment.If you would like to talk to Party #about the matter her name is listed at the top with phone number.Party #does not like our serviceWhy would we want to go back ? Why would she want us back?

In response to Claim: [redacted] I did not say that your living conditions where filthy, but due to the location of your air return being in the high traffic location of your house, it will continually get a lot of dirt and pet hair through the filter that will collect on the evaporator coilI did say that we have refused service for filthy living conditions but that is not why we refused service to you As far as the expansion valve or "bulb", it is under warranty as I explained in the previous response from International Comfort Products (ICP), the manufacturer of the unit which is is in warranty until 8-24-Yes, we did replace that part or 9-18-We did not sell that partWe only installed the part that ICP provided for youWe warranty our work for year, which in this case, would guarantee the part to be installed right and to be leak freeWe are not personally responsible for the replacement of warranty parts, only the parts that we sellFrom the date the system was installed, the system had a year parts warranty and year laborICP supplied the parts warrantyWe supplied the year laborAfter the first year, there is a year parts only warranty thru ICPICP gets those parts to consumers through the local distributor then through local dealers then to the consumerAfter the first year of installation of the system, ICP provides failed parts for your systemYou have to pay the labor to replace them whether those failed parts are weeks old or years old, you are still responsible anytime there is a failure If the company that replaced your expansion valve or "bulb" charged you for that part, you were wrongly charged because any dealer or any technician probably even yourself can take a failed part to the local distributor with model and serial number of the unit and the part will be replaced at no charge

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Although I was not the party who purchased the system we were responsible for the billsOnly one occasion had we received the bill in the mail the other we were unaware of service charges until we called againWe pay upfront for one of the service callsOur living conditions are not dirty or filthyWe do have two dogs and we change our filters regularlyThe only reason party #paid to have the line repaired was due to the fact we were looking to having a new system installedParty #did not want us to replace new system and told us she would take care of the billAt this time we were already dissatisfied with the service we were receiving but knowing the unit was under warranty made us stay with Air TempWe even stayed with them after a technician was rude and used foul language in my house with children presentI do not want to continue with service from Air Temp I only wanted them to be responsible for the cost to have the bulb replacedI have already paid another company to repair my unitIt was a major expense and one I would have paid Air Temp if they were a more respectable companyAt this point I only request Air Temp to cover cost of replacement of bulb which they said was not faulty but one two different occasions another company found it to beI'm also willing to pay any outstanding bill I may have if they are willing to reimburse me the cost of the bad bulb

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

In response to [redacted] Party #1-[redacted]                    Party #2- [redacted]###-###-####   Heat pump system was installed 8/24/11...

for Party #1.  On 1/18/12, replaced defrost thermostat ( at no charge).At some point, Party #2 bought the house, contract for deed. On 4/28/14 , we were called to the house. Found factory solder joint was cracked and leaking refrigerant.We called Party #1 and was told Party #2 was responsible for payment. Party #2 did not have the money to fix it.We charged them a $65.00 service call for checking it which was not paid.  Party #2 said they would call then they got the money to fix it.5 months later, 9/11/14. Party #1 found out that the heat pump was not fixed yet. Party #1 had us fix it in which leak was repaired. On 9/16/14 , we were called again.  We found TEV was bad on inside unit along with dirty inside coil. Repairs were made. Dirt was cleaned from surface of evaporator coil. Party #1 paid the bill for the leak and TEV .On 10/3/14 was called by Party #2, capacitor had failed, part was warrantied. Party #2 was charged $18.75 labor  only ( no service call charged).On 10/6/14 party #2 paid the 4/28/14 bill and the 10/3/14 bill.On 5-8-15 was called by party #2 , unit freezing up. We found sensing bulb to TEV disconnected and dirty inside coil which would cause unit to freeze. . Party #2's  other company had told her valve was bad and coil needed to be cleaned. We found no sign of bad valve only dirty coil. Party #2 did not want to pay to remove the coil and clean it thoroughly , so it was not done.On 6/15/15, Party #2 called again and said unit was acting up again that it kicks off and on and that we replaced a part but not sure what part. Party #2 was asked who would be responsible for the bill?  Party #2 said she would be. I asked   Party #2 if she was still in process of  purchasing  house from Party #1 and she said yes. Party #2 said she just wants us to come fix the unit. Also, party #2 said that when we are done fixing it , that she is done with us. She is unhappy with our service and that we keep giving her "lame" excuses of why the system does not work and   we do not know what we are doing.  If party #2 had called and left out  her unhappiness with us and our service, I would have probably went back. I called (party #1 who paid the bill for the leak and  TEV) told her what was going on. She (party #1) did not have a problem with our company not going back. (She (party #1) understood ( those were her words.) We did not install the system for Party #2 nor has Party #2 paid for any major repairs , therefore, I feel our company has no obligation to her.  At last check, no problem with the part that was installed , only the dirty coil.The evaporator coil needs to be cleaned thoroughly which would require removing the coil. I fear we could not get paid for our work. Any repair made on that system could probably be short lived , due to their living conditions. The system has a five year parts warranty that can be taken care of by anyone.We have been in business for over 35 years and have a very good reputation. I believe negative comments you may post about us from party #2 may not be  truthful and unfair to us. We have refused service for only a handful  of customers in a 35 year period, normally for filthy living conditions or lack of payment.If you would like to talk to Party #1 about the matter her name is listed at the top with phone number.Party #2 does not like our service. Why would we want to go back ? Why would she want us back?

In response to Claim: [redacted] I did not say that your living conditions where filthy, but due to the location of your air return being in the high traffic location of your house, it will continually get a lot of dirt and pet hair through the filter that will collect on the evaporator coil. I did say that we have refused service for filthy living conditions but that is not why we refused service to you.
As far as the expansion valve or "bulb", it is under warranty as I explained in the previous response from International Comfort Products (ICP), the manufacturer of the unit which is is in warranty until 8-24-16. Yes, we did replace that part or 9-18-14. We did not sell that part. We only installed the part that ICP provided for you. We warranty our work for 1 year, which in this case, would guarantee the part to be installed right and to be leak free. We are not personally responsible for the replacement of warranty parts, only the parts that we sell. From the date the system was installed, the system had a 5 year parts warranty and 1 year labor. ICP supplied the parts warranty. We supplied the 1 year labor. After the first year, there is a 4 year parts only warranty thru ICP. ICP gets those parts to consumers through the local distributor then through local dealers then to the consumer. After the first year of installation of the system, ICP provides failed parts for your system. You have to pay the labor to replace them whether those failed parts are 2 weeks old or 2 years old, you are still responsible anytime there is a failure.
If the company that replaced your expansion valve or "bulb" charged you for that part, you were wrongly charged because any dealer or any technician probably even yourself can take a failed part to the local distributor with model and serial number of the unit and the part will be replaced at no charge.