2/3/2017To whom it may concern,This is my response to complaint number [redacted].[redacted] is the son in-law of our salesman [redacted]. Tom advised his daughter and [redacted] in September that their existing Dual Fuel control board was bad and that it was no longer available. [redacted] told them that a new...
[redacted] Dual Fuel thermostat could be used but that it would operate slightly different then the current configuration. The operation of the old control board would allow the heat pump to turn on the gas(LP) furnace when the heat pump was in defrost. The new thermostat does not control the defrost. Therefore, for the duration of the defrost cycle the vents would blow out cold air. [redacted] stopped by our office last week. We talked about the operation of the thermostat and he said that we should have installed a wire from the heat pump to the furnace to activate the furnace during defrost, he said that he called [redacted] and they told him that. I explained to him that we do not recommend doing that because it could cause damage to the heat pump. I also explained to him that I have the same set-up at my house. I told him that I would call [redacted]. I talked with tech support at [redacted] and they said that they would not connect that wire. I also contacted one of our heat pump manufactures and their tech support said not to hook up that wire, because it could cause damage to the heat pump.[redacted] also told me that the outdoor temperature was no longer being displayed on the thermostat. He had the thermostat book with him so we went through the settings. I told him that if the setting was turned off for the sensor then he would have to turn it on. If it was already set to on then he should call me, because the temperature sensor could be bad or not connected. I did not hear from him until this complaint.The thermostat and the wiring at the time of the thermostat installation was working as designed. I would need more detail to the incorrect wiring that his is talking about. I would be more than willing to go through the settings of the thermostat and the wiring to make sure that it hasn't been change since we installed it. Since we have not been there in several months, it's also possible that there could be a problem with their furnace and/or heat pump which would be a separate issue from the thermostat. Sincerely,Ed P[redacted]
The complaint number [redacted] has been settled with the customer. Mr. [redacted] has returned the thermostat and outdoor sensor on February 15, 2017. We have refunded the total amount of invoice [redacted] in the amount of $395.23 with check number [redacted].Please make the necessary changes to this complaint.Thank you for your help.Sincerely,Ed P[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
2/3/2017To whom it may concern,This is my response to complaint number [redacted].[redacted] is the son in-law of our salesman [redacted]. Tom advised his daughter and [redacted] in September that their existing Dual Fuel control board was bad and that it was no longer available. [redacted] told them that a new...
[redacted] Dual Fuel thermostat could be used but that it would operate slightly different then the current configuration. The operation of the old control board would allow the heat pump to turn on the gas(LP) furnace when the heat pump was in defrost. The new thermostat does not control the defrost. Therefore, for the duration of the defrost cycle the vents would blow out cold air. [redacted] stopped by our office last week. We talked about the operation of the thermostat and he said that we should have installed a wire from the heat pump to the furnace to activate the furnace during defrost, he said that he called [redacted] and they told him that. I explained to him that we do not recommend doing that because it could cause damage to the heat pump. I also explained to him that I have the same set-up at my house. I told him that I would call [redacted]. I talked with tech support at [redacted] and they said that they would not connect that wire. I also contacted one of our heat pump manufactures and their tech support said not to hook up that wire, because it could cause damage to the heat pump.[redacted] also told me that the outdoor temperature was no longer being displayed on the thermostat. He had the thermostat book with him so we went through the settings. I told him that if the setting was turned off for the sensor then he would have to turn it on. If it was already set to on then he should call me, because the temperature sensor could be bad or not connected. I did not hear from him until this complaint.The thermostat and the wiring at the time of the thermostat installation was working as designed. I would need more detail to the incorrect wiring that his is talking about. I would be more than willing to go through the settings of the thermostat and the wiring to make sure that it hasn't been change since we installed it. Since we have not been there in several months, it's also possible that there could be a problem with their furnace and/or heat pump which would be a separate issue from the thermostat. Sincerely,Ed P[redacted]
The complaint number [redacted] has been settled with the customer. Mr. [redacted] has returned the thermostat and outdoor sensor on February 15, 2017. We have refunded the total amount of invoice [redacted] in the amount of $395.23 with check number [redacted].Please make the necessary changes to this complaint.Thank you for your help.Sincerely,Ed P[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]