Initial Business Response /* (1000, 5, 2017/12/19) */
We have responded to the needs of the customer each time we were made aware of them. In the case of the gas leak, the repairs we made at no charge to the customer under warranty. Regarding the air conditioning calls, we have made the...
appropriate corrections each time we have visited the home. When we are finished with the service calls we check the performance of the system to find that the system is working correctly. in June of 2016 we discovered a manufacturers defect in the evaporator coil and replaced the coil in warranty at no charge. In June of 2017 we responded to a no cooling call. We found the outdoor unit to be plugged with leaves and debris and the indoor media air filter to be plugged and needing replacement. We cleaned the system and replaced the media air filter and charged 148.00 for this maintenance service. In September 2017 we responded to a no cooing call. We found thermostat to be bad. The part was under warranty but the labor was not. We billed for our labor and diagnostic fee. That bill is currently 206.55 We would be willing to waive the 206.55 as all warranty and would be willing to do a courtesy check of the system in the Spring of 2018 at no charge. Would do not wish to waive the charge for cleaning and maintenance that we performed in June of 2017 as this was strictly a maintenance issue and is outside of our control and is not covered by any warranty.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The filter was replaced by me, not the company. The service man told me to order all filters online, because it was cheaper. My person who does the yard checked outside around the unit before I called them to make sure nothing outside could be causing the air from blowing, therefore your maintenance person lied on the form. Also why would a brand new unit need air refilled every year. I goggled the unit and found that the unit coil has to have pin leaks in it and needs to be fixed or I will have this issue every year
Final Consumer Response /* (2000, 14, 2018/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will pay for the filter. But I don't remember him replacing one. But, I [redacted] not pay for them to follow up this summer to see if the air is working. And if it's not. I want them to fix the problem and not with the temporary fixes on a brand new unit
Final Business Response /* (4000, 12, 2018/01/04) */
In the interest of getting this resolved I would be willing to [redacted] only for the replacement media filter that we provided. The cost of the filter was 69.00 We are sure of providing a filter since the old filter was brought to our shop to show how plugged up it had gotten. Regarding the pin holes in the coil, we have already replaced the coil under warranty at no charge to the homeowner. We will be following up in the spring to make sure that there are no leaks on the system. This too will be under warranty.
Initial Business Response /* (1000, 5, 2017/12/19) */
We have responded to the needs of the customer each time we were made aware of them. In the case of the gas leak, the repairs we made at no charge to the customer under warranty. Regarding the air conditioning calls, we have made the...
appropriate corrections each time we have visited the home. When we are finished with the service calls we check the performance of the system to find that the system is working correctly. in June of 2016 we discovered a manufacturers defect in the evaporator coil and replaced the coil in warranty at no charge. In June of 2017 we responded to a no cooling call. We found the outdoor unit to be plugged with leaves and debris and the indoor media air filter to be plugged and needing replacement. We cleaned the system and replaced the media air filter and charged 148.00 for this maintenance service. In September 2017 we responded to a no cooing call. We found thermostat to be bad. The part was under warranty but the labor was not. We billed for our labor and diagnostic fee. That bill is currently 206.55 We would be willing to waive the 206.55 as all warranty and would be willing to do a courtesy check of the system in the Spring of 2018 at no charge. Would do not wish to waive the charge for cleaning and maintenance that we performed in June of 2017 as this was strictly a maintenance issue and is outside of our control and is not covered by any warranty.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The filter was replaced by me, not the company. The service man told me to order all filters online, because it was cheaper. My person who does the yard checked outside around the unit before I called them to make sure nothing outside could be causing the air from blowing, therefore your maintenance person lied on the form. Also why would a brand new unit need air refilled every year. I goggled the unit and found that the unit coil has to have pin leaks in it and needs to be fixed or I will have this issue every year
Final Consumer Response /* (2000, 14, 2018/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will pay for the filter. But I don't remember him replacing one. But, I [redacted] not pay for them to follow up this summer to see if the air is working. And if it's not. I want them to fix the problem and not with the temporary fixes on a brand new unit
Final Business Response /* (4000, 12, 2018/01/04) */
In the interest of getting this resolved I would be willing to [redacted] only for the replacement media filter that we provided. The cost of the filter was 69.00 We are sure of providing a filter since the old filter was brought to our shop to show how plugged up it had gotten. Regarding the pin holes in the coil, we have already replaced the coil under warranty at no charge to the homeowner. We will be following up in the spring to make sure that there are no leaks on the system. This too will be under warranty.