To whom it may concern,On February 2nd, 2017, Holliday Heating was dispatched to the clients address for a no heat call. Once our technician arrived, he found that the outdoor coil had a leak, which caused the loss of all of the Freon in the system. We did leave the client with three emergency space...
heaters to keep warm. Our technician ordered the part, which was under warranty immediately. The supplier gave us a two week time frame for it arrive from the factory. The time frame is indeed lengthy, and Holliday Heating does not want to leave any clients without heat especially when a client has invested almost $10,000 into it. After three weeks we still had not received the coil. The client called our office to see what the status of the coil was. We then called the supply house to see if they could locate the part. They told us it had arrived but it had been lost. Our comfort advisor then called the client to ensure her that we were working on getting the coil located and would installed as soon as possible. Once the coil arrived after five weeks of waiting, we had a Holliday Heating Technician install the coil on March 16th, 2017, to get the unit up and running. The repair did take longer than expected, which can happen in our industry. Our technician returned to get the unit running on Saturday, March 18th, 2017. When the repair was finished the technician had a problem with getting the unit to start. Unfortunately, we could not get tech support that day from the factory as it was the weekend. The technician then returned on Monday, March 20th, 2017, to complete the diagnosis and found that a thermistor had gone out with the coil was well. The technician ordered a new thermistor and the part was installed on March 22nd, 2017. There is no reason as to why we should have waited five weeks to receive the coil. Our supplier let us down with the delivery of the coil. The client has every right to be frustrated and we could not apologize more for the inconvenience of this repair. We do realize that that the emergency space heaters are a “band aid” way of heating a home, but it is all that we could offer at the time. If this outdoor unit ends up being a lemon, it will be replaced under warranty. The unit is working well as of March 22nd, 2017. Sincerely,The Team at Holliday Heating.
To whom it may concern,On February 2nd, 2017, Holliday Heating was dispatched to the clients address for a no heat call. Once our technician arrived, he found that the outdoor coil had a leak, which caused the loss of all of the Freon in the system. We did leave the client with three emergency space...
heaters to keep warm. Our technician ordered the part, which was under warranty immediately. The supplier gave us a two week time frame for it arrive from the factory. The time frame is indeed lengthy, and Holliday Heating does not want to leave any clients without heat especially when a client has invested almost $10,000 into it. After three weeks we still had not received the coil. The client called our office to see what the status of the coil was. We then called the supply house to see if they could locate the part. They told us it had arrived but it had been lost. Our comfort advisor then called the client to ensure her that we were working on getting the coil located and would installed as soon as possible. Once the coil arrived after five weeks of waiting, we had a Holliday Heating Technician install the coil on March 16th, 2017, to get the unit up and running. The repair did take longer than expected, which can happen in our industry. Our technician returned to get the unit running on Saturday, March 18th, 2017. When the repair was finished the technician had a problem with getting the unit to start. Unfortunately, we could not get tech support that day from the factory as it was the weekend. The technician then returned on Monday, March 20th, 2017, to complete the diagnosis and found that a thermistor had gone out with the coil was well. The technician ordered a new thermistor and the part was installed on March 22nd, 2017. There is no reason as to why we should have waited five weeks to receive the coil. Our supplier let us down with the delivery of the coil. The client has every right to be frustrated and we could not apologize more for the inconvenience of this repair. We do realize that that the emergency space heaters are a “band aid” way of heating a home, but it is all that we could offer at the time. If this outdoor unit ends up being a lemon, it will be replaced under warranty. The unit is working well as of March 22nd, 2017. Sincerely,The Team at Holliday Heating.
I will find out where we went wrong and take care of the customer. It should have never got this far..
Doc H[redacted]