Dear [redacted],
The customer states that there has been an unreasonable or excessive delay in completing service and repair. This is untrue. He states that the repairs resulted in additional damage to the product. This is untrue. He states that we failed to honor our policy regarding refund,...
exchange, credit, and warranty of product. This is untrue.It should be noted that the customer has a business less than 100 feet from our business, and we see him almost every day. In January 2009 we installed an air handler unit. The size of the unit was based on the square footage of the treated space and upon the existing ductwork. At the time of the installation, the size of the unit was correct and adequate based upon those factors. During the next five years, the customer requested various service calls. Our response to the calls was timely and the repairs were provided. The customer was not charged for parts or labor, as those were covered under the manufacturer’s warranty and our service warranties. The customer has never complained about those services.
In June 2014 the customer made another service request, based upon the air conditioning unit not cooling properly. We responded to that call in a timely fashion and found that pinhole leaks had developed in the outdoor unit fan coil. The pinholes were brazed, the system was pressure checked, refrigerant was added and the unit was working properly. This service was again provided at no cost to the customer. In August 2014, the customer spoke to one of our technicians in our parking lot and informed him that the air conditioning system was not working. We responded in a timely fashion and discovered that the system was working fine, but was simply not being used. Our technician also noted that the customer had failed to replace clogged filters and also had placed items upon the top of the return ducts. These combined to make the system work less efficiently.
A few days later, the customer confronted me directly and demanded that the entire unit be replaced with a brand new unit. I explained to him that neither the manufacturer’s warranty nor any of our warranties provided for a replacement unit. We have attempted, on several occasion, to explain the exact coverage of the warranties, but the customer refuses to discuss that and refuses to accept any resolution short of replacement with a brand new unit.
Every time the customer called, we responded, provided the needed service, and honored the warranties. If the system requires service at this time we would be glad to make those repairs.Regards,Rocky L.
Dear [redacted],
The customer states that there has been an unreasonable or excessive delay in completing service and repair. This is untrue. He states that the repairs resulted in additional damage to the product. This is untrue. He states that we failed to honor our policy regarding refund,...
exchange, credit, and warranty of product. This is untrue.It should be noted that the customer has a business less than 100 feet from our business, and we see him almost every day. In January 2009 we installed an air handler unit. The size of the unit was based on the square footage of the treated space and upon the existing ductwork. At the time of the installation, the size of the unit was correct and adequate based upon those factors. During the next five years, the customer requested various service calls. Our response to the calls was timely and the repairs were provided. The customer was not charged for parts or labor, as those were covered under the manufacturer’s warranty and our service warranties. The customer has never complained about those services.
In June 2014 the customer made another service request, based upon the air conditioning unit not cooling properly. We responded to that call in a timely fashion and found that pinhole leaks had developed in the outdoor unit fan coil. The pinholes were brazed, the system was pressure checked, refrigerant was added and the unit was working properly. This service was again provided at no cost to the customer. In August 2014, the customer spoke to one of our technicians in our parking lot and informed him that the air conditioning system was not working. We responded in a timely fashion and discovered that the system was working fine, but was simply not being used. Our technician also noted that the customer had failed to replace clogged filters and also had placed items upon the top of the return ducts. These combined to make the system work less efficiently.
A few days later, the customer confronted me directly and demanded that the entire unit be replaced with a brand new unit. I explained to him that neither the manufacturer’s warranty nor any of our warranties provided for a replacement unit. We have attempted, on several occasion, to explain the exact coverage of the warranties, but the customer refuses to discuss that and refuses to accept any resolution short of replacement with a brand new unit.
Every time the customer called, we responded, provided the needed service, and honored the warranties. If the system requires service at this time we would be glad to make those repairs.Regards,Rocky L.