Carl's Heating & Air Conditioning Service, Inc.

Initial Business Response /* (1000, 8, 2015/08/06) */
In response too the complaint filed from the above mentioned customer.On May 11,2015 we spoke with the manufacturer regarding the warranty on the evaporator coil and condensing coil.We ordered the replacement parts. On May 13,2015 a message was...

left for the customer as too what our plan of action was too be.We received no response back from customer.On July 15,2015 we received a call from customer asking us what our intervention was too be.This was after the customer filed a complaint against our co.I advised the customer we would be installing a new evaporator coil,and replacing outside condensing coil under warranty.However the customer was advised that he would be responsible for the labor portion of this job.which is $72.00 an hour/x amount of hours into the job.The work was scheduled too be performed on July 17th 2015.We disconnected the evaporator coil,and removed the condensing coil too take too manufacturer for warranty.Too our horror we discovered that part of the condensing coil was deteriorated due too dog urine.(THIS INFACT VOIDED ANY WARRANTY FROM MANUFACTURER)We then brought customer outside too bring this situation too customers attention.And explained the situation too him ,The manufacturer warrantied the evaporator coil,but would not honor the warranty for the condensing coil due too the dog urine.Too replace the condensing coil would have been a far greater expense than too just replace the whole outside condensing unit.We tried too contact customer but he was not available.Rather than leave the customer with disassembled equipment ,I made the judgement decision too purchase and replace the condensing unit.When we returned too the job we spoke with customers wife.She understood the situation .We completed the job and had the air conditioning back on line.I thought the fair thing too do was too charge the customer my cost of the equipment.Around 5PM that evening we received a phone call from Angela P[redacted] who left a message that she in fact is the home owner and is confused as too the transactions that has taken place.And did advise our company that she would not be paying for any additional expenses.