All Seasons Air Conditioning, Plumbing & Heating

To Whom it May Concern, I received a phone call from [redacted] on November 7, in regards to a request for a refundWe were originally out to his property on July 27, because he had an on-going issue with a water leak that he believed was coming from his AC system's condensate line He had previous companies out who attempted to clear the line with no resolutionUpon our technician's arrival, he cleared the line and suggested installing a condensate pump to help keep the line clear moving forwardClient approvedOur technician installed the condensate pump, tested operations and verified that it was working properly and the lines were cleared at that timeWhen Mr [redacted] called on November 7th, I explained to him that I am the office manager and explained our policy that all of our work is warrantied for one yearWhat that means is for the duration of the year if he called to say that there was still an issue with water leaking or he felt that the pump was not working, we would have sent out our field supervisor to further diagnose and either replace part if it wasn't working or determine further repairs neededAll of our incoming phone calls are automatically linked to each client's file through the computer and dispatch systemWe did not have any contact from Mr [redacted] at any point between July 27th and November 7th stating that he was having any further issue or for any other reasonInstead, he informed me that he called another company and eventually filed an insurance claim for the water damage who had their HVAC company out to determine the pump was, not workingl explained to Mr [redacted] that had he called us as soon as he saw there was still an issue, we would have gone out at no charge and repaired/replaced as necessarySince Mr [redacted] did not contact us letting us know that there was an issue still, we were not given the opportunity to make any corrections and make the situation right for himI told him I could try to reach out to the owner and see if there was anything we could do but I also reiterated our policy so no expectation was set that I would be able to refund him any moneyI had sent an email on 11/10/letting him know I hadn't been in touch with the owner yet (he had been out of town for family situation) and would hopefully get an answer soonWhen Mr [redacted] called 11/and 11/22, the owner had still not returnedI understand his frustration given the circumstance but I can only go by our company policy which I did make clear to Mr***Sincerely, [redacted] Office Manager

I am rejecting this response because: Again I called the company yesterday from this response and still have no contact with Ms [redacted] and her boss First of all, I did not call the other A/C companyIt was my Mercury insurance who made the call due to a water damage claim in the ceiling in my bathroomMy wall was damaged/moldAn adjuster wanted to inspect the A/C/Water heater closestTheir A/C company removed my A/c and Water heater and reinstalled and connected the units and A/C was working correctly without All Seasons pumpPerformance A/C co removed pump and advised me that pump did not workJust backed up with water not going out which was my original problem I have pump wanting it picked up or I return to All Seasons and a refund