Dear [redacted] , The customer states that there has been an unreasonable or excessive delay in completing service and repairThis is untrueHe states that the repairs resulted in additional damage to the productThis is untrueHe states that we failed to honor our policy regarding refund, exchange, credit, and warranty of productThis is untrue.It should be noted that the customer has a business less than feet from our business, and we see him almost every dayIn January we installed an air handler unitThe size of the unit was based on the square footage of the treated space and upon the existing ductworkAt the time of the installation, the size of the unit was correct and adequate based upon those factorsDuring the next five years, the customer requested various service callsOur response to the calls was timely and the repairs were providedThe customer was not charged for parts or labor, as those were covered under the manufacturer’s warranty and our service warrantiesThe customer has never complained about those services In June the customer made another service request, based upon the air conditioning unit not cooling properlyWe responded to that call in a timely fashion and found that pinhole leaks had developed in the outdoor unit fan coilThe pinholes were brazed, the system was pressure checked, refrigerant was added and the unit was working properlyThis service was again provided at no cost to the customerIn August 2014, the customer spoke to one of our technicians in our parking lot and informed him that the air conditioning system was not workingWe responded in a timely fashion and discovered that the system was working fine, but was simply not being usedOur technician also noted that the customer had failed to replace clogged filters and also had placed items upon the top of the return ductsThese combined to make the system work less efficientlyA few days later, the customer confronted me directly and demanded that the entire unit be replaced with a brand new unitI explained to him that neither the manufacturer’s warranty nor any of our warranties provided for a replacement unitWe 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 unitEvery time the customer called, we responded, provided the needed service, and honored the warrantiesIf 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 repairThis is untrueHe states that the repairs resulted in additional damage to the productThis is untrueHe states that we failed to honor our policy regarding refund, exchange, credit, and warranty of productThis is untrue.It should be noted that the customer has a business less than feet from our business, and we see him almost every dayIn January we installed an air handler unitThe size of the unit was based on the square footage of the treated space and upon the existing ductworkAt the time of the installation, the size of the unit was correct and adequate based upon those factorsDuring the next five years, the customer requested various service callsOur response to the calls was timely and the repairs were providedThe customer was not charged for parts or labor, as those were covered under the manufacturer’s warranty and our service warrantiesThe customer has never complained about those services In June the customer made another service request, based upon the air conditioning unit not cooling properlyWe responded to that call in a timely fashion and found that pinhole leaks had developed in the outdoor unit fan coilThe pinholes were brazed, the system was pressure checked, refrigerant was added and the unit was working properlyThis service was again provided at no cost to the customerIn August 2014, the customer spoke to one of our technicians in our parking lot and informed him that the air conditioning system was not workingWe responded in a timely fashion and discovered that the system was working fine, but was simply not being usedOur technician also noted that the customer had failed to replace clogged filters and also had placed items upon the top of the return ductsThese combined to make the system work less efficientlyA few days later, the customer confronted me directly and demanded that the entire unit be replaced with a brand new unitI explained to him that neither the manufacturer’s warranty nor any of our warranties provided for a replacement unitWe 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 unitEvery time the customer called, we responded, provided the needed service, and honored the warrantiesIf the system requires service at this time we would be glad to make those repairs.Regards,Rocky L