We are doing exactly as asked to resolve this complaint. I don't know why [redacted] would not accept this resolution. Paperwork was sent and confirmed that it was received by the complainant. We offered to send a technician, she declined to let us look at the unit. We offered to help her petition the manufacturer for a new unit and we have an appointment Thursday.I'm not sure what else we can do at this point.
The complaint is factual that her unit has had multiple repairs done to it. The allegation that it has all been for the same repair or problem is incorrect. The unit was installed on 6-25-2011. On 8/15/2013 We were called out for a unit not cooling, and we diagnosed a bad condenser...
fan motor. The fan motor was changed and the system was working properly after the repair.On 8/13/2014 We were called out for a unit not cooling, we found that the compressor was bypassing internally through a bad valve and we replaced the compressor at no cost to [redacted]. The system was working properly after the repair.On 8/16/2014 We were called out for a unit not cooling, we found the blower motor had seized. We replaced the motor and the system worked after the repair. We waived our labor charge since she was three years outside of her warranty because we understood her frustration. On 6/27/2015 We were called out because the unit was not keeping up with the demand from her thermostat. We went out and found the TXV (Thermal Expansion Valve) was restricted. The part was not available and had to be ordered. The part came in on 7/7/2015 and we completed the installation, again at no charge to [redacted]. The system was working after the repair. She notified us by email shortly after the TXV repair that it wasn't working again, but wouldn't allow us to come out and diagnose the problem. I told her that I understood her frustration and I would assist her in communicating with the manufacturer the extent of the repairs to this unit over the last few years in any way that I could. She was told that the paperwork would be gathered and sent to her when we spoke onThursday 7/16/2015. We had a technical issue and the information was emailed on Monday, 7/20/2015. As to her assertion that after the blower motor repair, the system wasn't working properly; This system is a heat pump which means that during the winter it would not have heated properly according to her allegation that we didn't fix the unit. At any point we would have been more than happy to go out and verify our repair/diagnosis. As to the temperature in her house being 90 degrees plus, we would be more than glad to go and take a look at it, but again she won't allow us to diagnose the unit. Because her labor warranty expired in April 2012, any decision to replace the unit would have to come directly from the manufacturer and is out of my hands. As to her not contacting another repair service so she doesn't incur any cost, we havn't charged her since 2013 for any additional labor due to the inconvenience with her unit. Air conditioning units are machines, they are subject to breaking down no different than a vehicle. What she is accusing us is the same as saying we fixed a flat tire and now her alternator isn't working and we didn't fix it in the first place. Technicians are also human and sometimes make mistakes, that's why we have warranties and use several technicians to double check each others work and all the meanwhile not charging [redacted]. It makes it even more difficult that because of scheduling conflicts, most of the work is done when [redacted] isn't home and we can't actually get inside the home after the repair to verify what we did. We understand her frustration, this system has had more than it's share of problems and would love to help her get a resolution from the manufacturer or go back out and fix her unit.Regards,[redacted]
We are doing exactly as asked to resolve this complaint. I don't know why [redacted] would not accept this resolution. Paperwork was sent and confirmed that it was received by the complainant. We offered to send a technician, she declined to let us look at the unit. We offered to help her petition the manufacturer for a new unit and we have an appointment Thursday.I'm not sure what else we can do at this point.
The complaint is factual that her unit has had multiple repairs done to it. The allegation that it has all been for the same repair or problem is incorrect. The unit was installed on 6-25-2011. On 8/15/2013 We were called out for a unit not cooling, and we diagnosed a bad condenser...
fan motor. The fan motor was changed and the system was working properly after the repair.On 8/13/2014 We were called out for a unit not cooling, we found that the compressor was bypassing internally through a bad valve and we replaced the compressor at no cost to [redacted]. The system was working properly after the repair.On 8/16/2014 We were called out for a unit not cooling, we found the blower motor had seized. We replaced the motor and the system worked after the repair. We waived our labor charge since she was three years outside of her warranty because we understood her frustration. On 6/27/2015 We were called out because the unit was not keeping up with the demand from her thermostat. We went out and found the TXV (Thermal Expansion Valve) was restricted. The part was not available and had to be ordered. The part came in on 7/7/2015 and we completed the installation, again at no charge to [redacted]. The system was working after the repair. She notified us by email shortly after the TXV repair that it wasn't working again, but wouldn't allow us to come out and diagnose the problem. I told her that I understood her frustration and I would assist her in communicating with the manufacturer the extent of the repairs to this unit over the last few years in any way that I could. She was told that the paperwork would be gathered and sent to her when we spoke onThursday 7/16/2015. We had a technical issue and the information was emailed on Monday, 7/20/2015. As to her assertion that after the blower motor repair, the system wasn't working properly; This system is a heat pump which means that during the winter it would not have heated properly according to her allegation that we didn't fix the unit. At any point we would have been more than happy to go out and verify our repair/diagnosis. As to the temperature in her house being 90 degrees plus, we would be more than glad to go and take a look at it, but again she won't allow us to diagnose the unit. Because her labor warranty expired in April 2012, any decision to replace the unit would have to come directly from the manufacturer and is out of my hands. As to her not contacting another repair service so she doesn't incur any cost, we havn't charged her since 2013 for any additional labor due to the inconvenience with her unit. Air conditioning units are machines, they are subject to breaking down no different than a vehicle. What she is accusing us is the same as saying we fixed a flat tire and now her alternator isn't working and we didn't fix it in the first place. Technicians are also human and sometimes make mistakes, that's why we have warranties and use several technicians to double check each others work and all the meanwhile not charging [redacted]. It makes it even more difficult that because of scheduling conflicts, most of the work is done when [redacted] isn't home and we can't actually get inside the home after the repair to verify what we did. We understand her frustration, this system has had more than it's share of problems and would love to help her get a resolution from the manufacturer or go back out and fix her unit.Regards,[redacted]