Cape Cod Sewing Center

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 For your reference, details of the offer I reviewed appear below.Please see attachment Regards, [redacted]

Dear Miss ***,We are very sorry to hear about your service issues It is never a positive thing to start your day knowing that we under-achieved our customer.The part that was needed for your air conditioning system had to be a specific factory part from the Carrier Corporation On May 25, the technician diagnosed that your air conditioner was low on freon and found that the service valve was defective and had to be replaced This repair has to be approved by your warranty company, the part ordered and then once it arrived, the repair scheduled to be performed.We agreed with your warranty company to take up to ten calls per day from them They started sending four and five times that many When we explained to them that we could not perform that many in a timely manner, they asked us to take the calls and get to them as fast as we could, because they couldn't find anyone else to run the calls In an effort to get your air conditioning system repaired for you, our office staff are working 70+ hours a week and our technicians are working days a week and 12-hours a day Please understand that we are not the warranty company We are just a small business that is doing our best to help everyone the best way and as fast a way as possible to get the air conditioning system repaired.It is my understanding that your repair has been completed Are you still having an issue with your air conditioner? If so, please contact us and we will schedule someone to look at your system I see that the date of your letter was May We did not receive this notice until June I would have responded to your immediately had I received it earlier Your satisfaction is of the utmost importance to all of us at Four Seasons HVAC It is how we feed our families and pay our bills Without you we simply would not exist I will also speak with our office staff and ask them to keep a better tone with our most important asset, our customer!

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. For your reference, details of the offer I reviewed appear belowPlease pay close attention to the invoices I have attachedNot once is there any mention of a leak because there wasn’t one prior to your company installing the coil on April When they were dispatched on Feb for the system not cooling, where it was determined that I would need a new coil, I had to tell your company TWICE over several weeks that I wanted to wait until we had warmer weather to have it installed, otherwise, they were trying to set up appointments to install the coil and test the system in degree weatherMy house is a story house (including the basement) and when I am here alone with my year old, we do not spend time in the basementThis is why we didn’t know that it was leaking for a month until my *** came home from working out of townThere was absolutely NOT a leak prior to Jeremy and Drew being here on April or I would have noticed when I removed totes from that closet before they arrivedThere WAS however water on the floor when they finished up on April I asked them if it was normalThey told me it was- that it would dry upI asked if I should leave the door to the closet open to allow to dry faster and they assured me that the vent in the door was plenty ventilationWhen you replace a part to a system, it is your responsibility to make sure that all parts of that system are in working order and your company failed to do thatMark (tech sent in May) even stated that the hole could have been caused when they shifted the pipes (because they would have HAD to shift the pipes when removing and reconnecting them- as stated on the invoice). Regards, *** *** Good afternoon, I filed a complaint against Four Seasons HVAC on May I received a reply from the company today and in my response back to them, I tried to upload my copy of invoicesThe system told me it would take hours to upload images so I canceled and resubmitted just the text responseI would like to add these images to my response, if possible. Please feel free to give me a call if you have any questions***. The character limit wouldn’t allow me to add anything more, but I would also like to add that they installed the float switch on April as well, which required reworking all of the PVC pipe from the top of the system to the drain on the floorLiterally, the only way the leak could have been caused is by Four Seasons cutting/moving the PVC pipeI wish I would have thought to take a photo of the water on the floor when the techs finished on April 12, but I was told the water was and it would dry out. I feel like there are other details I may have missed because of the character limits, but please let me know if you need clarification on anything. Photo of leak on May (below)Photo of how the PVC was reworked after the leak (below)All the best, *** ***

We installed an Evaporator Coil through 2-Home Buyers Warranty Company and installed a float safety switch as well. Part of our install includes installing to an existing drain line. Upon arrival, the technician found a water leak on the concrete floor. After
troubleshooting the problem, he found a 3/4" PVC drain line that was part of an existing drain line had large holes in the bottom of that drain line under the pipe by the freon. Four Seasons installed the Evaporator Coil over weeks ago and we have not received any calls about a water leak until now. We replaced the brittle PVC pipe at no charge to the customer out of good faith, but do not believe the 3/4" PVC drain line was a fault of Four Seasons HVAC and should not be liable for wet carpet or wet flooring. When Coils leak they freeze up and can cause one gallon of condensation to leak on the floor when it thaws. When an Evaporator Coil is changed in cold weather it has to be adjusted when the temperature is warmer.When the last technician came he found a failed 3/drain plumbing line that had holes and cracks in it. We believe this is where all the volume of water has come from.We do not believe the leak came from any work from the HVAC system

Dear Mr& Mrs***,Your initial problem with your A/C was causing it to freeze up. This will cause approximately a half gallon of water on the floor. When a coil is installed in cold weather, we will return as a courtesy to check the charge when warmer weather starts. If not, the coil could freeze up again. Once the A/C is working correctly the A/C removes gallons and gallons of moisture from your home daily and it drains through your plumbing lines.When you called the technician back, it was weeks later and it was caused not by freezing up - it was a failed plumbing pipe that we did not install. It was also broken and split on the very bottom of the pipe where it was hidden from site. This pipe appears to have been attempted to have been repaired before by a previous contractor or person, by attempting to put glue on the split to seal it. However, we did connect to this pipe well away from the broken pipe and the pictures show that this pipe had been leaking prior to us arriving, due to the rust in the broken joint, which takes time to rust that way.I know that you saw the pictures of the broken pipe and know that we did not install the pipe. The pipe was broken prior to us arriving the first time. The leakage you reported to the warranty company is a different water leak (small due to freezing and freon adjustment) than the large condensation caused by the water drain pipe break. The pictures we showed you 100% prove that the pipe was broken prior to us working on the unit and that it is a pipe we did not install. The leak still would not have been much of an issue if it did not go weeks between going to this part of the home.If you were a small business, please tell me how you would handle this matter. I am willing to listen and talk with you in an attempt to keep you as a happy customer. We have been Revdex.com members for over years and our desire is always to keep every customer happy.Sincerely,*** ***, President

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.  For your reference, details of the offer I reviewed appear below.Please see attachment.
Regards,
[redacted]

Dear Miss [redacted],We are very sorry to hear about your service issues.  It is never a positive thing to start your day knowing that we under-achieved our customer.The part that was needed for your air conditioning system had to be a specific factory part from the Carrier Corporation.  On May...

25, the technician diagnosed that your air conditioner was low on freon and found that the service valve was defective and had to be replaced.  This repair has to be approved by your warranty company, the part ordered and then once it arrived, the repair scheduled to be performed.We agreed with your warranty company to take up to ten calls per day from them.  They started sending four and five times that many.  When we explained to them that we could not perform that many in a timely manner, they asked us to take the calls and get to them as fast as we could, because they couldn't find anyone else to run the calls.  In an effort to get your air conditioning system repaired for you, our office staff are working 70+ hours a week and our technicians are working 7 days a week and 12-15 hours a day.  Please understand that we are not the warranty company.  We are just a small business that is doing our best to help everyone the best way and as fast a way as possible to get the air conditioning system repaired.It is my understanding that your repair has been completed.  Are you still having an issue with your air conditioner?  If so, please contact us and we will schedule someone to look at your system.  I see that the date of your letter was May 27.  We did not receive this notice until June 12.  I would have responded to your immediately had I received it earlier.  Your satisfaction is of the utmost importance to all of us at Four Seasons HVAC.  It is how we feed our families and pay our bills.  Without you we simply would not exist.  I will also speak with our office staff and ask them to keep a better tone with our most important asset, our customer!

The company, and I have resolved the issue.