[redacted] : I received the letter from Revdex.com todayWhat is the system doing, and when can we come look at it? This is the first we have heard of this problem, we have phone records showing the last time you contacted us was 8/29/We would like the opportunity to evaluate the systemAs you know, we do all invoicing and scheduling onlineIn reference to the only time you called us since installation, we have a time stamped invoice dated the day before we went to your house, you have that copy, Your wife called us, and on it, it clearly states " Customer stated unit will not come on after power went out"This was written before we even went outThere was a major lightning storm that day and many parts of [redacted] were without powerThis can be verified with the power company We also have pictures of the circuit board that shows the damage and melting from an electrical power surgeAs I tried to explain, the limited parts warranty supplied you from Carrier with the system and available online specifically excludes "Failure or damages due to lightning or voltage conditions." I was out of town, but we talked by phoneMy phone records show calls, the shortest was minutes, the longest was minutesI tried to have you contact your homeowners insurance company, because they do cover this type of thing, but you refused and threatened a lawsuitI contacted my Carrier representative and convinced him to cover the circuit board, even though it was visibly damagedSince you would not wait the days until I was back in town, I contacted another Carrier Dealer ( [redacted] ***) recommended to me by my Carrier representative You had originally agreed to pay the $labor charge to them because I could get the circuit board for no charge, but you told [redacted] that you would not payI paid the $myselfYou seemed quite satisfied thenThe repair was completed within days of our initial service callOur warranty clearly states the parts are warrantied by the manufacturer...there is no warranty on damageWe do offer a year warranty on our work, the installation, brazing,etcWe will forward call records, invoices and receipt from [redacted] to the Revdex.comTo avoid misunderstandings with the future scheduling of inspections/repair, please respond to this email instead of callingWe look forward to your responseBrico Services [redacted] 832-878-[redacted] www.BricoServices.org [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
First off, let me address some erroneous statements made
by Mr*** of Brico Services, LLC concerning the power outage. I have
contacted Mr*** *** of *** ***. He is the Service Area
Coordinator and Senior Power Consultant for the *** Sub-Station for the past
35-years. He stated, "on 8/26/the power outage was for 1/second, and in
my 35-years experience, would be highly unlikely to cause damage to an
air-conditioning unit, especially one only 140-days old." He can be reached at
281-425-7341. Furthermore, none of my neighbors have experienced a problem with
their air-conditioning units. Imagine the number of power outages that my
10-year old air-conditioning unit was able to withstand without a single
failure
Secondly, I am not aware of Brico Services, LLC business
practices. Just as they are not aware of my business practices. If they have a
phone number listed on their website, that is an expected means to reach Brico
Services, LLC. In fact, the Invoice states, "Service Call."Also the phone
records only indicate calls that were received, not calls that were ignored. I
am also not interested in attempting to defraud my insurance company due to
faulty equipment
Third, I never refused to pay *** *** *** ***
Prior to even being informed of their arrival, I informed Mr*** that I
should not be responsible to pay to repair a 140-day old unit. After hanging up
on me, and me, on a subsequent call, reminding him of his contractual
obligation, it was agreed that I would pay $for the repair. I was never given
an invoice showing I owed a fee nor informed thereof, because it was agreed upon
prior to their arrival.
Fourth, This unit failed the first time at 140-days, the
second time at 225-days! I cannot afford to own a $10,unit that is failing
every six months on average! How much more expensive will it be after the
1-year labor warranty expires! Per Brico Services, LLC's own repairman who
stated, "We don't keep parts for these units in stock, they are too
expensive, we order them from the warehouse." Hence my pregnant wife, three
elementary-aged children and I are expected to wait an additional days in the
sweltering August heat for our new unit to be repaired. Also having to deal
with a repairman who is not trained on repairing this equipment, per his own
statement, "I have never seen these before, I have taken pictures to show
*** and the owner."
Finally, am I expected to have an air-conditioning unit
fail each time it rains? Furthermore, after it fails, wait days for parts to be
delivered, because Brico Services, LLC does not want to be financially set back
by having a sufficient inventory. I feel that I was swindled by Mr*** in
selling me a "sensitive unit" known to and expected to fail. He told us how
it would save us money, how it would reduce the humidity in the home and make it
tolerable to keep the air-conditioning unit on a higher temperature and still be
comfortable. None of this has materialized! This unit is not designed to
tolerate the harsh climate of ***, Texas and I should have been informed of
that prior to purchase! I expect to receive a full removal of this unit and a
full refund.
Out of necessity, I have incurred an additional expense
and added inconvenience by the need to purchase a window air-conditioning unit
to make the climate tolerable to my family of six, including an infant till we
can have a new unit installed by another company. After
purchasing a new air-conditioning unit, I would expect to have no interruptions
in services for many years, not days! I see why Brico
Services, LLC installs these units as they are a constant source of
revenue!
Regards,
*** ***
*** *** It's been almost weeks since you contacted the Revdex.comWe have not heard from you.The last time we spoke was 08/27/Is your system working? We've waited a long time to check it out, but we have not heard from you I contacted *** about you, they have no record of you contacting themThey have a toll free number 1-800-***The *** representative thought maybe you have the thermostat programmed wrong, it's a common thing, they can help you with thatAnother common problem is a clogged drain line, that trips the emergency float switch or a tripped breaker Your WiFi Touch Control Thermostat can be accessed remotely by ***, they can see what(if anything) is wrong with systemI asked the *** representative to check on your system, he couldn't find anythingHave you had another company diagnose the problem? If so, you need to submit that paperwork to the Revdex.comWe offered to come out and diagnose your system, but have not heard from youAs requested by us before, please direct all correspondence to us through the Revdex.comThat way there is no miscommunication
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution of having another *** dealer repair our unit would be satisfactory to me. Pending that the airconditioning unit is repaired under the 1-year labor warranty provision of our Brico Services, LLC receipt and *** takes responsibility for warranting the unit if it is the cause of the failure. I do reserve the right to reopen this complaint should the unit again fail to operate as expected. Also, I would need to know which company to call to schedule the repair. Thanks,***
We would like to help you, but we have not been allowed to see your system. You also have not called [redacted] to have them help, and you have not contacted any other Air Conditioning company to help. I would hope that we both have the same goal, A properly working air conditioner at your home. Your 2nd response says the AC will not cool house above outside temperature. You contacted the Revdex.com in early April, it was not very hot then. So I am assuming it's not working at all? Maybe the breaker in the electrical panel tripped off, maybe one of your old ducts fell apart letting cold air blow in attic. We've seen ants get into condenser and short wiring, we've seen dogs pull low voltage wiring out of unit, we've seen rat/mice/squirrel destroy duct-work or electrical on systems, there are many things that could have happened, but without looking, we can only guess. You stated you bought a window Air Conditioner, why would you not have your central system looked at? I can contact [redacted] again and have a [redacted] approved company come look at it, please respond to Revdex.com if you would like us to do that.
[redacted]: I received the letter from Revdex.com today. What is the system doing, and when can we come look at it? This is the first we have heard of this problem, we have phone records showing the last time you contacted us was 8/29/2016. We would like the opportunity to...
evaluate the system. As you know, we do all invoicing and scheduling online. In reference to the only time you called us since installation, we have a time stamped invoice dated the day before we went to your house, you have that copy, Your wife called us, and on it, it clearly states " Customer stated unit will not come on after power went out". This was written before we even went out. There was a major lightning storm that day and many parts of [redacted] were without power. This can be verified with the power company. We also have pictures of the circuit board that shows the damage and melting from an electrical power surge. As I tried to explain, the limited parts warranty supplied you from Carrier with the system and available online specifically excludes "Failure or damages due to lightning or voltage conditions." I was out of town, but we talked by phone. My phone records show 4 calls, the shortest was 2 minutes, the longest was 6 minutes. I tried to have you contact your homeowners insurance company, because they do cover this type of thing, but you refused and threatened a lawsuit. I contacted my Carrier representative and convinced him to cover the circuit board, even though it was visibly damaged. Since you would not wait the 2 days until I was back in town, I contacted another Carrier Dealer ([redacted]) recommended to me by my Carrier representative. You had originally agreed to pay the $300 labor charge to them because I could get the circuit board for no charge, but you told [redacted] that you would not pay. I paid the $300 myself. You seemed quite satisfied then. The repair was completed within 2 days of our initial service call. Our warranty clearly states the parts are warrantied by the manufacturer...there is no warranty on damage. We do offer a 1 year warranty on our work, the installation, brazing,etc. We will forward call records, invoices and receipt from [redacted] to the Revdex.com. To avoid misunderstandings with the future scheduling of inspections/repair, please respond to this email instead of calling. We look forward to your response. Brico Services[redacted]832-878-8146[redacted]www.BricoServices.org
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I no longer want to wait on fixing this lemon unit. We are beyond that now. Two failures in less than a year is more than patient. The problem we are experiencing is that it is not cooling the home. It will, at best, only mirror temperatures that are occurring in the outdoor environment. The drain line is not clogged and drain pan is empty. Having obtained multiple degrees and certifications, I believe I can set a thermostat on a set temperature and realize that it is not achieving that degree. No other company has been working on this sensitive unit. My only resolution is a complete refund and removal of the unit.
Regards,
[redacted] : I received the letter from Revdex.com todayWhat is the system doing, and when can we come look at it? This is the first we have heard of this problem, we have phone records showing the last time you contacted us was 8/29/We would like the opportunity to evaluate the systemAs you know, we do all invoicing and scheduling onlineIn reference to the only time you called us since installation, we have a time stamped invoice dated the day before we went to your house, you have that copy, Your wife called us, and on it, it clearly states " Customer stated unit will not come on after power went out"This was written before we even went outThere was a major lightning storm that day and many parts of [redacted] were without powerThis can be verified with the power company We also have pictures of the circuit board that shows the damage and melting from an electrical power surgeAs I tried to explain, the limited parts warranty supplied you from Carrier with the system and available online specifically excludes "Failure or damages due to lightning or voltage conditions." I was out of town, but we talked by phoneMy phone records show calls, the shortest was minutes, the longest was minutesI tried to have you contact your homeowners insurance company, because they do cover this type of thing, but you refused and threatened a lawsuitI contacted my Carrier representative and convinced him to cover the circuit board, even though it was visibly damagedSince you would not wait the days until I was back in town, I contacted another Carrier Dealer ( [redacted] ***) recommended to me by my Carrier representative You had originally agreed to pay the $labor charge to them because I could get the circuit board for no charge, but you told [redacted] that you would not payI paid the $myselfYou seemed quite satisfied thenThe repair was completed within days of our initial service callOur warranty clearly states the parts are warrantied by the manufacturer...there is no warranty on damageWe do offer a year warranty on our work, the installation, brazing,etcWe will forward call records, invoices and receipt from [redacted] to the Revdex.comTo avoid misunderstandings with the future scheduling of inspections/repair, please respond to this email instead of callingWe look forward to your responseBrico Services [redacted] 832-878-[redacted] www.BricoServices.org [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
First off, let me address some erroneous statements made
by Mr*** of Brico Services, LLC concerning the power outage. I have
contacted Mr*** *** of *** ***. He is the Service Area
Coordinator and Senior Power Consultant for the *** Sub-Station for the past
35-years. He stated, "on 8/26/the power outage was for 1/second, and in
my 35-years experience, would be highly unlikely to cause damage to an
air-conditioning unit, especially one only 140-days old." He can be reached at
281-425-7341. Furthermore, none of my neighbors have experienced a problem with
their air-conditioning units. Imagine the number of power outages that my
10-year old air-conditioning unit was able to withstand without a single
failure
Secondly, I am not aware of Brico Services, LLC business
practices. Just as they are not aware of my business practices. If they have a
phone number listed on their website, that is an expected means to reach Brico
Services, LLC. In fact, the Invoice states, "Service Call."Also the phone
records only indicate calls that were received, not calls that were ignored. I
am also not interested in attempting to defraud my insurance company due to
faulty equipment
Third, I never refused to pay *** *** *** ***
Prior to even being informed of their arrival, I informed Mr*** that I
should not be responsible to pay to repair a 140-day old unit. After hanging up
on me, and me, on a subsequent call, reminding him of his contractual
obligation, it was agreed that I would pay $for the repair. I was never given
an invoice showing I owed a fee nor informed thereof, because it was agreed upon
prior to their arrival.
Fourth, This unit failed the first time at 140-days, the
second time at 225-days! I cannot afford to own a $10,unit that is failing
every six months on average! How much more expensive will it be after the
1-year labor warranty expires! Per Brico Services, LLC's own repairman who
stated, "We don't keep parts for these units in stock, they are too
expensive, we order them from the warehouse." Hence my pregnant wife, three
elementary-aged children and I are expected to wait an additional days in the
sweltering August heat for our new unit to be repaired. Also having to deal
with a repairman who is not trained on repairing this equipment, per his own
statement, "I have never seen these before, I have taken pictures to show
*** and the owner."
Finally, am I expected to have an air-conditioning unit
fail each time it rains? Furthermore, after it fails, wait days for parts to be
delivered, because Brico Services, LLC does not want to be financially set back
by having a sufficient inventory. I feel that I was swindled by Mr*** in
selling me a "sensitive unit" known to and expected to fail. He told us how
it would save us money, how it would reduce the humidity in the home and make it
tolerable to keep the air-conditioning unit on a higher temperature and still be
comfortable. None of this has materialized! This unit is not designed to
tolerate the harsh climate of ***, Texas and I should have been informed of
that prior to purchase! I expect to receive a full removal of this unit and a
full refund.
Out of necessity, I have incurred an additional expense
and added inconvenience by the need to purchase a window air-conditioning unit
to make the climate tolerable to my family of six, including an infant till we
can have a new unit installed by another company. After
purchasing a new air-conditioning unit, I would expect to have no interruptions
in services for many years, not days! I see why Brico
Services, LLC installs these units as they are a constant source of
revenue!
Regards,
*** ***
*** *** It's been almost weeks since you contacted the Revdex.comWe have not heard from you.The last time we spoke was 08/27/Is your system working? We've waited a long time to check it out, but we have not heard from you I contacted *** about you, they have no record of you contacting themThey have a toll free number 1-800-***The *** representative thought maybe you have the thermostat programmed wrong, it's a common thing, they can help you with thatAnother common problem is a clogged drain line, that trips the emergency float switch or a tripped breaker Your WiFi Touch Control Thermostat can be accessed remotely by ***, they can see what(if anything) is wrong with systemI asked the *** representative to check on your system, he couldn't find anythingHave you had another company diagnose the problem? If so, you need to submit that paperwork to the Revdex.comWe offered to come out and diagnose your system, but have not heard from youAs requested by us before, please direct all correspondence to us through the Revdex.comThat way there is no miscommunication
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution of having another *** dealer repair our unit would be satisfactory to me. Pending that the airconditioning unit is repaired under the 1-year labor warranty provision of our Brico Services, LLC receipt and *** takes responsibility for warranting the unit if it is the cause of the failure. I do reserve the right to reopen this complaint should the unit again fail to operate as expected. Also, I would need to know which company to call to schedule the repair. Thanks,***
We would like to help you, but we have not been allowed to see your system. You also have not called [redacted] to have them help, and you have not contacted any other Air Conditioning company to help. I would hope that we both have the same goal, A properly working air conditioner at your home. Your 2nd response says the AC will not cool house above outside temperature. You contacted the Revdex.com in early April, it was not very hot then. So I am assuming it's not working at all? Maybe the breaker in the electrical panel tripped off, maybe one of your old ducts fell apart letting cold air blow in attic. We've seen ants get into condenser and short wiring, we've seen dogs pull low voltage wiring out of unit, we've seen rat/mice/squirrel destroy duct-work or electrical on systems, there are many things that could have happened, but without looking, we can only guess. You stated you bought a window Air Conditioner, why would you not have your central system looked at? I can contact [redacted] again and have a [redacted] approved company come look at it, please respond to Revdex.com if you would like us to do that.
[redacted]: I received the letter from Revdex.com today. What is the system doing, and when can we come look at it? This is the first we have heard of this problem, we have phone records showing the last time you contacted us was 8/29/2016. We would like the opportunity to...
evaluate the system. As you know, we do all invoicing and scheduling online. In reference to the only time you called us since installation, we have a time stamped invoice dated the day before we went to your house, you have that copy, Your wife called us, and on it, it clearly states " Customer stated unit will not come on after power went out". This was written before we even went out. There was a major lightning storm that day and many parts of [redacted] were without power. This can be verified with the power company. We also have pictures of the circuit board that shows the damage and melting from an electrical power surge. As I tried to explain, the limited parts warranty supplied you from Carrier with the system and available online specifically excludes "Failure or damages due to lightning or voltage conditions." I was out of town, but we talked by phone. My phone records show 4 calls, the shortest was 2 minutes, the longest was 6 minutes. I tried to have you contact your homeowners insurance company, because they do cover this type of thing, but you refused and threatened a lawsuit. I contacted my Carrier representative and convinced him to cover the circuit board, even though it was visibly damaged. Since you would not wait the 2 days until I was back in town, I contacted another Carrier Dealer ([redacted]) recommended to me by my Carrier representative. You had originally agreed to pay the $300 labor charge to them because I could get the circuit board for no charge, but you told [redacted] that you would not pay. I paid the $300 myself. You seemed quite satisfied then. The repair was completed within 2 days of our initial service call. Our warranty clearly states the parts are warrantied by the manufacturer...there is no warranty on damage. We do offer a 1 year warranty on our work, the installation, brazing,etc. We will forward call records, invoices and receipt from [redacted] to the Revdex.com. To avoid misunderstandings with the future scheduling of inspections/repair, please respond to this email instead of calling. We look forward to your response. Brico Services[redacted]832-878-8146[redacted]www.BricoServices.org
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. I no longer want to wait on fixing this lemon unit. We are beyond that now. Two failures in less than a year is more than patient. The problem we are experiencing is that it is not cooling the home. It will, at best, only mirror temperatures that are occurring in the outdoor environment. The drain line is not clogged and drain pan is empty. Having obtained multiple degrees and certifications, I believe I can set a thermostat on a set temperature and realize that it is not achieving that degree. No other company has been working on this sensitive unit. My only resolution is a complete refund and removal of the unit.
Regards,