Broadmoor Auto Parts

March 2017 HVAC unit was repaired for previous owner replacing a defective zone valve, sensor & relay restoring normal ops. June 19 we sent a tec out on a possible warranty call for inadequate cooling at the request of new homeowner Ms [redacted]. Our tec repaired a wiring issue under warranty and...

noting blower motor had begun leaking oil and would eventually need replacement. Ms [redacted] approved the replacement at this time. June 21 we sent a tec out for a possible warranty call for inadequate cooling, unit was working correctly but not able to cool to Ms [redacted] satisfaction, the tec documented tips to help maximize the cooling capacity of the unit in very hot weather to help overcome lack of ductwork/vents & limited capacity. He left his phone number to call directly in case of questions. Though not warranty, we again covered this visit at no charge. July 2017 Ms [redacted] called to report inadequate cooling asking to meet our tec on site, requesting a call when he was on his way giving 30m notice. An 8am service call was scheduled but due to a miscommunication, Ms [redacted] was not available when the tec arrived.  There was no charge for the visit. July 11 our tec was nearby on another service call, we contacted Ms [redacted] to see if she was available within the next hour, which she wasn’t. Unfortunately an invoice was sent for this visit which when brought to our attention was cancelled immediately. There have been only two billed and paid repairs to this unit, one to the previous owner for replacing a zone valve and controls and one to Ms [redacted] for replacing a blower motor.  All other service calls have been performed at no charge.  We apologize for the recent scheduling misunderstanding, again performed at no cost. GMC performs 8,000 local service calls/yr.  Whenever we hear that a service call could have gone better, we strive to resolve the situation with the customer.  Our HVAC tec remains available to discuss how to maximize available cooling by phone or in person at no cost

Unfortunately, we cannot warranty products that we do not supply.  Had we supplied the faucet and it was defective, it would have been replaced under warranty without cost to the customer. It was explained to the homeowner at the time of installation that the O ring that seals the faucet to the...

counter was too small, either the wrong O ring was shipped with the faucet or the groove that it sits into in the faucet was too deep. Our technician offered to silicon seal the washer but obviously could not guarantee it would work because it was defective. When the homeowner called back to say the faucet had in fact come loose, we recommended they return it to where it was purchased from for replacement or purchase a different faucet that we would be happy to install at a discounted labor rate (our cost). Normally in situations such as this we would still dispatch a technician to investigate and if the problem was in any way installation related, it would be covered under warranty, if it were parts related and we did not provide the parts, it would be chargeable. In this instance we already knew it was parts related.  We strive to provide all of our customers with the highest level of service and stand behind the 8,000 plus service calls we perform each year. While we sympathize with the customer, we are unable to replace a defective faucet that we did not provide.  We would still willingly install a replacement at our cost, as previously offered.

I am rejecting this response because:
I want to know why the issue I was charged for was not noticed earlier, when they had come to do the work for the previous owner. It was merely weeks. It should be noted that the man who came to my house was very friendly and nice - however, I still want to know why it wasn't caught earlier when they "inspected" it. How do you miss a LEAK in an inspection??? Seems like another way to get a bill out of someone if you ask me. Unfortunately I have to assume that it broke in between the previous owners leaving and me moving in (which I understand is entirely possible) - it's just hard to believe. Please explain.While I have not been charged for the last invoice that "mistakenly" went out I want to know who wrote down the summary. It is also stated in your response here that "there was miscommunication" regarding the meetings. That is 100% FALSE. There was NO communication. I received no phone call when I was supposed to have one. He stated that he called me and I didn't show. Lie. I was contacted saying they were in the building and could they stop by, whereas they said I had an 8 am appointment scheduled. Lie. I have the proof of emails to back these up. Please explain.I want an apology and an explanation. It should also be noted that I called my credit card company to stop the payment of $600 to you, however because I have automatic payments it couldn't be stopped. I would NOT have paid this bill. In my opinion that should be refunded. How an employee can blatantly lie on official documents is beyond me. It should be noted that I will be calling a third party moving forward despite the fact that my condo uses your company and it also should be noted that I have encouraged neighbors to discontinue their service with you.