Allied Complete Furnace & AC Repair

Allied was hired by the client to install a new AC unit next to a basketball court they had on their property The unit was inspected before it was purchased from the supplier, and their were no noticeable defects The unit was installed with the homeowners compliments and was working
perfectly All the proper permits were pulled, and everything was installed in full accordance with the manufactures recommendations A few weeks later the homeowner sent photographs to Allied via email that showed a very noticeable dent on the front of the AC unit, which is the side directly facing the basketball court The client demanded Allied correct the damages During the process of discovery and negotiation the homeowner was clearly unwilling to consider the likely possibility that the unit was accidentally hit by a ball, or something similar after it was installed
The client does have a warranty, but it does NOT cover things of this nature His warranty is designed to protect him from "manufacturers defects" and "Installation Defects" However, exterior damages that occur after installation while the unit is exclusively under the control of the client is not covered (nor should it be) I'm happy to provide further documentation upon request :)

Complaint: [redacted]I am rejecting this response because:
Sincerely,[redacted]

I would like to first acknowledge that Allied did receive the email from this client yesterday in which he acknowledged that he may have "overreacted" and we do accept his apology without reservation.  
Allied has the highest quality control standard in the HVAC industry.  The air conditioner was inspected even before it was purchased from the supplier with one of the sales reps present.  It was also inspected during the installation by the electrical sub-contractor (not affiliated with Allied).  Allied also pulled permits for this installation and the AC unit would have been inspected later by the State.  During this comprehensive process we can confirm the AC unit had no defects at the time of the installation.   Allied did perform a walk-through with the client's spouse and I personally showed her the new AC unit and taught her how to work her new smart Ecobee thermostat.  
As I mentioned before our client had us install this new AC unit directly in front of the basketball court, and during our email correspondence the client was unwilling to consider the likely possibly that it was accidentally hit by a ball or something similar in the subsequent weeks after we left.  The pictures that were taken by the client clearly show the dent is in the front of the unit which faces the basketball court.   Fortunately, the exterior damage appears to be relatively minor so the client can easily have the cosmetic problem remedied at his convenience.
Although we couldn't come to an agreement on this matter we greatly appreciate his business and we hope he enjoys the new level of comfort this AC system will bring to his home :)

Complaint: [redacted]I am rejecting this response because:
This contractor declined to remedy a manufacturing or installation defect for a product sold and installed by the contractor under warranty.
The equipment defect was discovered by the homeowner on inspection of the equipment less than 2 weeks after installation. The contractor did not offer for the homeowner to inspect the equipment before installation nor did the contractor offer to jointly inspect the equipment with the homeowner at time of payment.
The contractor originally offered to repair the defect but subsequently rescinded the offer when the homeowner simply asked whether replacement was an option if the defect could not be repaired satisfactorily. The homeowner believed this to be a straightforward question to understand their rights under warranty. The contractor responded to the homeowner by email that the homeowner was being dishonest and taking advantage of the contractor and declined to make the repairs. The homeowner believes this position was taken to prevent the possibility that the equipment may need to be replaced under warranty at additional cost to the contractor or the equipment manufacturer.  
The homeowner's only request was to receive a quality AC unit without defect for the contracted price from a reputable contractor with one year installation warranty and a 10 year warranty from the equipment manufacturer.
in response to the contractor's assertion that the defect is the result of the location of the AC unit adjacent to a sports court on the homeowners property, the contractor has no evidence to support that the sports court was used by the homeowner in the 11 days between installation and reporting of the defect, and no evidence to support that the defect was the result of impact by sports ball or other object. Additionally, the contractor declined to inspect the equipment defect even after the homeowners specific request and it appears the contractor is merely assuming the defect was caused by impact from an object rather than a manufacturing or installation issue.
The contractor has no clear evidence to support that the defect is the result of actions taken by the homeowner between installation/payment and reporting the defect. On the contrary, it is appropriate to conclude that the defect, which is also on the aluminum fins protected by the outer casing, was caused by improper manufacture or installation prior to possession by the homeowner.
================================================================================...⇄ /> It should be noted the homeowner contacted the contractor by email on the morning of June 7, 2016 in an attempt to reach an amicable resolution to this warranty issue, however at the time of writing this rejection (11.48pm on June 7, 2016) the homeowner has not received a response to that request; as a result, the homeowner has elected to continue filing this rejection to seek an adequate remedy from the contractor.Sincerely,[redacted]