Associated Heating & Air Conditioning Inc

I have read the complaint made by Mrs*** and would like to address her concerns as best I can. On 6-19-17, our office received a phone call from Mr*** stating that his air conditioner was inoperable and the thermostat on the wall was blankWe scheduled to have one of our
technicians go to the *** home that same day to troubleshoot their systemWe quoted Mr*** our standard $diagnostic/trip fee for the technician to go to his home, which is out of townRoughly 20 minutes after calling torequest a service call, Mr*** called back and cancelled the appointmentA little over an hour later, Mr*** called back again to once again schedule a service callHe said he had replaced the thermostat and since it did not rectify the problem, he wanted a service technician to come outBy this time, our service schedule was full for the day so we schedule him for another day.The next day, 6-20-17, Mr*** called our office again to say that he had investigated the systemfurther and had self-diagnosed that the “mother board” was badHe expressed that since he knew what the problem was that he didn’t want to pay the fee for diagnosticOur office staff explained to Mr*** that the fee is not only for diagnosing but also the trip charge for the technician to come out to hishomeWhile we value all of our customers’ aptitude and skills, it is our company policy to have ourtrained technicians do a complete diagnosis to verify any and all issues leading to the failure so that we may stand behind our diagnosis and repairs.Upon arrival at the *** home, our technician removed the door to the furnace to find blown fuses laying on the side of the furnace. He noted it was damp in the area of the board and checked to make sure the condensate drain was not clogged and freely flowing.At the conclusion of the diagnostic visit, we deemed the warranty void on the system based on a coupleof concerns.1) Mr*** had attempted to repair the system himselfUnfortunately, we are unable to tell if that tinkering may have caused any further damage to the system.2) Since installing the system in 2012, we have not done any maintenance on the system.I have read the complaint made by Mrs*** and would like to address her concerns as best I can. On 6-19-17, our office received a phone call from Mr*** stating that his air conditioner was inoperable and the thermostat on the wall was blankWe scheduled to have one of our technicians go to the *** home that same day to troubleshoot their systemWe quoted Mr*** our standard $diagnostic/trip fee for the technician to go to his home, which is out of townRoughly 20 minutes after calling torequest a service call, Mr*** called back and cancelled the appointmentA little over an hour later, Mr*** called back again to once again schedule a service callHe said he had replaced the thermostat and since it did not rectify the problem, he wanted a service technician to come outBy this time, our service schedule was full for the day so we schedule him for another day.The next day, 6-20-17, Mr*** called our office again to say that he had investigated the systemfurther and had self-diagnosed that the “mother board” was badHe expressed that since he knew what the problem was that he didn’t want to pay the fee for diagnosticOur office staff explained to Mr*** that the fee is not only for diagnosing but also the trip charge for the technician to come out to hishomeWhile we value all of our customers’ aptitude and skills, it is our company policy to have ourtrained technicians do a complete diagnosis to verify any and all issues leading to the failure so that we may stand behind our diagnosis and repairs.Upon arrival at the *** home, our technician removed the door to the furnace to find blown fuses laying on the side of the furnace. He noted it was damp in the area of the board and checked to make sure the condensate drain was not clogged and freely flowing.At the conclusion of the diagnostic visit, we deemed the warranty void on the system based on a coupleof concerns.1) Mr*** had attempted to repair the system himselfUnfortunately, we are unable to tell if that tinkering may have caused any further damage to the system.2) Since installing the system in 2012, we have not done any maintenance on the system.Whenasked, Mr*** stated that he had done some trade work with a friend but had no records ofany maintenance being performed on his systemThe manufacturer, ***, clearly states:“EXCLUSIONS: This warranty does not cover any:maintenance, or damages resulting from failure to perform maintenance, as outlined in the installation and servicing instructions or owner's manual.Damages resulting from operation with inadequate supply of air or water; Damages resulting from failure to properly and regularly clean air and/or water side of condenser and evaporator.Damage or repairs required as a consequence of mishandling, faulty installation, misapplication, abuse, improper servicing,unauthorized alteration, or improper operation.”As professionals, we are bound by ethical covenants to express honesty especially when it concernswarranty claimsIf we are privy to information regarding acts of negligence or matters that are otherwise excluded by the manufacturer’s warranty, we are obligated to be forthcoming and not withhold any information.Since the installation of the system in and prior to this recent service call, we had only been called out to the *** home on one other occasion on 6/28/As Mrs*** had stated, at that time our technician had found that water had leaked onto the control board along with discovering an extremely dirty air filter in the systemA dirty air filter will starve the system of proper airflow thus causing the indoor coils to freeze upWhen they begin to thaw, water is discharged inside the furnaceThe filter in the *** system should be replaced monthly to ensure proper airflow.We provide all of our customers with a copy of the service invoice at the time of the visitWe would be happy to reprint the invoice copy from the service on 6/28/if the *** have misplaced their originalcopy.While we strive to provide our customers with paramount customer service, we believe in doing so in afair, honest and ethical mannerWhile we appreciate the *** being forthcoming about attempting to repair the system on their own, we must follow the manufacturer’s warranty exclusionsThe *** have since refused to pay the $fee, which Mr*** assured me personally that he would pay with a credit card once our technician completed the diagnostic at this homeHe later retracted that promise and we wrote off the $charge on the *** account shortly thereafter. While we understand the inconvenience of system failures, we cannot provide nor reimburse for temporary air conditioning unitsshould individuals choose to purchase them.**Attachment Redacted by Revdex.com Staff**

Complaint: [redacted]
I am rejecting this response because:I have asked for complete copies of the work they did on our system. Also the I would like the entire copy of the warranty. The warranty we were provided upon installation said nothing of those exclusion and the furnace is actually manufactured by Johnston who honored the warranty through another company. P
Sincerely,
[redacted]

Good Afternoon, I have attached a copy of the invoice provided to the [redacted] during the repair visit on 6/28/13. Prior to the service call in question, this is the only service history we have on the [redacted] HVAC system. The most recent service call invoice was emailed to Mr. [redacted] and receipt of said invoice was confirmed by Mr. [redacted] in an email. I have attached the email for review. I have also included a copy of the warranty paperwork provided by Johnson Controls who manufactures Coleman equipment. I believe this is what Mrs. [redacted] was trying to say. All materials provided by the manufacturer including installation instructions, warranty details and other user manuals are left inside a clear packet on the side of the furnace at the location in which the system is installed. Regards,Associated Heating[redacted]Revdex.com REDACTED 3 ATTACHMENTS[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I just want the record to reflect that Associated did attempt to bill us up until they received the complaint. They didn't write off the charge until we asked. 
Sincerely,
[redacted]