American Cleaners and Laundry

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We have had numerous issues with both units that I do not believe are typical or to be expected on a new construction home with brand new units, and they should certainly should not be "wearing out" as stated by Emerald Homes at this stage in the life of any quality unit installed properly.   Several of my neighbors also have had multiple issues resulting in numerous service calls and repairs very similar to ours, which leads me to believe there is indeed an issue with either product or installation.  In response to Emerald Homes comparison of the units to a new car- there are lemon laws in effect when this happens with a new car to protect the consumer.
Although it is true that the repairs made have not been at any cost to us up until this point, based on service history I have no reason not to believe that when the warranty expires the breakdowns and malfunctions will continue, which will then be our financial responsibility.  Extending the warranty as an action to ensure the customer that they stand behind their products has not made me feel any better about the products and service that we have received upon purchasing a new home from Emerald Homes.  
In regards to the bi-annual service that is being provided- it is ineffective.  On 12/21/15 a technician came out to perform routine maintenance.  On 12/30/15 I had to place a service call due to the fact that my heat kept rising and would not turn off on the thermostat, so ultimately I had to flip the breaker to cut power to the system all together.  On 7/5/2016 another routine maintenance visit was performed.  On 7/16/16 I had to place another service call due to the fact that the AC upstairs was not working.  It was discovered that the [redacted] valve on both units were bad.  I am not sure why this was not noticed on the maintenance visit 11 days earlier.  
Emerald Homes's justification of increased power bills due to cold weather is false.  I have documentation through Virginia Power that show the bills that correspond with the malfunctions, and it is only during those months that we saw the increase in our bill.  When the units were functioning properly, our bill was nothing of the sort.  Nowhere in the service records does it say that the auxiliary heat was running due to extreme cold.  One of the instances occurred in November- not a typical "extreme cold" month here in Virginia.   Rather it does state such reasons as "need to replace TXV valve," "board locked out," and "defrost stat needs to be replaced."  These are all mechanical malfunctions.  
I do not accept Emerald Homes's response to this complaint because they are simply trying to make excuses for the fact that I have now had Blazer out to my house 18 times in the last 3 years for various issues.  There is no way that they can justify that in my eyes.  The fact that they find this issue "commonplace within this industry" is very disappointing because I know it is not.  I would think they would have higher standards for the product and work they provide.  I can say for certain many other businesses would not consider this "commonplace" or accept it as such.  I also do not agree that they stand behind their product and satisfy customer concerns"  They will not acknowledge that this is a major problem, therefore they do not stand behind their product, and I am certainly not satisfied.
 
Regards,
[redacted]