Bowman's Heating A/C & Sheet Metal

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: My HVAC system (which Bowman's installed in 2013) broke down AGAIN yesterday and is not producing heat at this time.
The [redacted] Representative spent over five hours at my house today assessing the problem.  I've lost count how many service calls the [redacted] representative has made to my home since last December 2013 when Bowman's refused to take responsibility to fix my malfunctioning system.  Please note that I had to call the [redacted] Headquarters  myself to get help.  I asked Bowman's during the fall of 2013 for the name of their Rep, and they refused to provide it.
During the last service call, the technician (Jeff) told me I was causing the company to lose money and it was making Bowman's mad.  Later, Michael B[redacted] made a similar statement to me, adding that even though the system would only run in the EMERGENCY HEAT MODE, he considered it repaired, and I needed to stop calling the company.  I don't consider these remarks to be very polite or professional; therefore your most recent statement that Bowman's has been "more than accommodating, showing up when you had a problem" troubles me deeply.  Mr. Dean S[redacted] and your receptions, Lori, have relayed this same sentiment to me during telephone calls to Bowman's which is why I turned to the Manufacturer last December for assistance.
During each service call performed by Bowman's, I would ask for a "service ticket"...verbally after the technician serviced the unit and again via telephone calls and emails.  Each time I was denied a service ticket by Bowman's.  I find this practice of denying to provide the customer a receipt/service ticket outlining the details of the service call very alarming and not very accommodating.
Again, I would like to request to be reimbursed for the full payment of $8,900 for the continuously malfunctioning HVAC system Bowman's installed over a year ago.  I'll accept a cashier's check.  
FYI:  It's currently 19 degrees outside and I have no working heat which is a REAL inconvenience on this frigid night!  Thankfully, I have electric heaters to warm the house, but it's still uncomfortably cold inside the house tonight.  I feel I have been more than patient dealing with the numerous intermittent breakdowns of this malfunctioning system during the past twelve months.  I do not wish to spend another winter continuously making service calls for heat!  
Regards,
[redacted]

November 13 2014
[redacted] -
We are responding to the complaint received from [redacted] - we are willing to come back with an [redacted] Representative to assess the current operation of your system.  Based on his inspection, we will determine the next step will be if any.  If you don't want us at your property, there is very little else we can do for you.  We have been more than accommodating, showing up when you had a problem and are willing to reimburse you $300.00 for your time off and inconvenience for the intermittent problem. 
Yours,
Steven B[redacted], Vice President
Bowman's Heating & A/C, Inc.

Review: On 06/26/13, Bowman's Heating and Plumbing installed a new furnace blower and heat pump at the cost of $8,900. The system has broken down dozens of times during the past 17 months. The system did not run properly during the air conditioning phase, but Bowman's would not come out to check it, stating it needed time to "break in and get warmed up". Then in October 2013, when the air conditioning was turned off and the heat was turned on, the system completely failed to operate.

Bowman's sent a technician out. The technician said the system had a short in the intricate wiring system, and could not be repaired and the system would have to be replaced. A few days later, a brand new system and a different technician arrived at my door. Instead of installing the new system on his truck, he started taking apart the wiring in the original system. Then announced that he had "repaired the original HVAC and left without installing the new equipment.

Mike B[redacted], the President of Bowman's Heating and Air Conditioning, said the system had been repaired and would not be replaced with a new one. However, the system continued to break down on a fairly weekly basis and Bowman's began to refuse requests for service or to have the system replaced. The system is under Warrenty for ten years, so replacement should have occurred without question, but it did not. Mr. Bowman himself said he was not going to authorize any further repair service calls and I was to "run the system in EMERGENCY HEAT all winter since that mode seemed to be producing heat".

Since I now had a brand new HVAC system that only functioned in the very expensive "emergency heat" mode, and Bowman's no longer were answering my service requests, I turned to the [redacted] Manufacturer for assistance.

The [redacted] Customer Service Rep, [redacted] sent technician, Larry J[redacted], out to assess the problem. He found numerous installation problems which had been done incorrectly; such as installation not up to code, wires held together with duct tape and a broken pipe inside the heat pump outside unit. Bowman's continued to insist they had repaired the system, and as long as it was producing heat in the "emergency heat" mode, it was fixed and they were no longer responsible for anything.

The system continued to break down on a regular basis, and and was serviced numerous times throughout the winter and spring by Mr. J[redacted], with [redacted] picking up the cost of the service calls. On the first of October 2014, the heat was turned on, and the system again failed to operate.Desired Settlement: It is my desire to be reimbursed for the entire cost of this defective HVAC system, plus the labor from Bowman's ($8,900), so I can have a different, reliable company install and service a brand new HVAC system.

Business

Response:

November 7, 2014[redacted]-In response to the complaint received froms. [redacted] we would like to respond with the following:[redacted] informed the office that she was experiencing a no heat problem on October 29, 2013. We responded the same day, and according to our records there was an intermittent problem that was difficult to diagnosis because unit was functioning properly when technician was there. It was determined on the third visit to [redacted]'s residence that there was a wiring problem. At that time problem was fixed and was determined she did not need a unit replacement. That was the last time we heard from [redacted] as the heat was working when the technician left. If she had had further problems we would have responded in a timely fashion. In light of the inconvenience that [redacted] has had, Bowman's would like to reimburse her $300.00 for the time she had taken off work for the three service calls prior to wiring problem being identified.Sincerely,Steven B[redacted], Vice PresidentBowman's Heating & A/C, Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Bowman's installed a faulty unit (a lemon), and they refused to service and replace the unit when it continuously kept malfunctioning. They did not honor the 10 year warranty on parts and labor. Bowman's refusal to service the faulty system during the fall of 2013, forced me to contact the manufacturing company, [redacted] for help, because Bowman's would not provide service, nor replace the system as they stated they would do.