So it sounds like the customer agrees to have the factory representative out to inspect the furnace and determine whether or not he believes that the furnace, after the condensate leak, is functioning properly and determine whether or not there is any concern from the factory that the furnace will suffer from future problems due to the condensate leak I will have our office schedule the visit from the factory representative If the factory representative indicates that there is potential for future failure due to the condensate leak, we will purchase a 10-year labor warranty for the furnace at no charge to the customer - provided the customer gives us the name of the [redacted] authorized service provider he chooses to use in the future so that the agreement can be assigned to the correct contracator.The ductwork portion of the project was a minimal cost In good faith, the customer should agree to hold only that portion of the final payment dedicated to the ductwork cost All punch list items can, and will, be complete provided that we are paid for our work and allowed access to the home.Permits were definitely pulled and a copy of the permit is attached Typically, the home owner schedles final inspection becasue access to the home is required - but the contractor is not required to be present If the home owner would like us to make the call and schedule the appointment we will be glad to do so at the next available date provided by the builiding department
From: [redacted] [redacted] Sent: Wednesday, August 30, 11:AM To: [redacted] Subject: Follow up on complaint # [redacted] Let me start by noting that I have been a homeowner for over years and have never filed a complaint or wrote a negative review about any contractor During those years, I have experienced many really good contractors and many really bad contractors but never, NEVER have I experienced a contractor as dishonest and unethical as Climate Partners From the technician to the manager to the owner, Climate Partners is an absolute disgrace Before addressing the specific lies and misstatements in your twisted response, I would like to summarize the relevant issues in my complaint that you have either glossed over or have simply not addressed 1.Your technician put a hole in the coil condenser and would not take any responsibility for it; Instead he tried to cover it up 2.Your service manager also tried to cover up the damage caused by your technician by claiming the coil coincidentally and spontaneously erupted while the technician was servicing the unit 3.You, the owner of the company, wouldn’t return my calls for five weeks and then claimed you only received one of my messages 4.You, the owner of the company, called me five weeks after the damage was done and you only called because you received my 8/2/email stating that the unit was inspected by an AC professional who had some very disturbing findings 5.You, the owner of the company, would not admit that your technician put a hole in the coil condenser until you learned that the unit was inspected by an AC professional Now, you, the owner of the company, have the audacity to continue to spin and twist a story with unbelievable lies and misstatements You claim that the condenser coil had a small leak a year earlier by a screw being pushed into the coil That simply is not possible Even the smallest of leaks in this section of the coil would result in the system being completely drained of refrigerant within hours- not days or weeks but HOURSWe have NEVER replaced lost refrigerant in this AC unit because we have NEVER had a leakThis AC unit worked great until your technician put a huge gash in the coilSo again, for you to suggest that there was a year old leak is just a bad lie and a ridiculous attempt to deflect from the fact your technician intentionally or unintentionally caused the problem This twisted and untrue response to my complaint might sound plausible to us homeowners but your response to any AC professional is outright laughable If there are any homeowners reading this complaint, make sure your research is thorough Read all complaints including those filed with the [redacted] Show this complaint to any AC professional for an outside opinion Your account of what occurred during the 6/27/service call could not be further from the truthToward the end of the service call, I asked your technician for a status as he was walking outside He told me that the AC unit “was running well” and that he was just about to write up the ticket There was no discussion of or reference to a damaged coil and certainly no discussion of replacing the unit Your technician went outside and instead of writing up the ticket, he went over to the condenser Within seconds, I saw a white cloud of oil and refrigerant start spewing into the air and the technician backing away from the unitWhen I ran outside to ask what happened, your technician mumbled and babbled unintelligibly for a minute before telling me that there “appeared to be a leak” There was no doubt that he punctured the coilI knew it and he knew it and he had ample time to just fess up When he told me that he was going to “call the sales department to come out for a quote on a replacement”, I told him to get off the property Your Service Manager did not initiate any phone call My wife initiated the call and got me on the phone I told the Service Manager what I saw and that I knew the technician intentionally or unintentionally caused the damage to the AC unit Your Service Manager claimed that he had just spoken to the technician and was adamant that what I witnessed was the coil “spontaneously and coincidentally rupturing” while the technician was servicing the unit! I believe the next section of your response is an attempt to explain why you, the owner, didn’t return any of my messages for five weeks You claim you didn’t get my messages because your Customer Service Manager confused me with a solicitor! Think about that a second You confused an IRATE CUSTOMER with a SOLICITOR Every time I called your office, I was furious and “demanded” to speak with the ownerEvery time I called your office, I made it clear that your technician damaged my condenser beyond repair Every time I called your office, I left a message that I wanted the owner to tell me how he would remedy the situation For you to claim that you didn’t get my messages because your Customer Service Manager confused me with a solicitor is a disgrace Your comment that you called me when I “indicated via email that this was an urgent situation” is a joke and a blatant lieYou claim that you had no idea that there was an urgent matter even after 1) I tell your technician to get off my property and never return, 2) I have a heated call with your Service Manager an tell him your technician destroyed my AC unit, and 3) I leave at least three “IRATE CUSTOMER” messages for the owner to call because his technician ruined my AC unit!! The fact is, you called because you realized via my 8/2/email, that I had the AC unit inspected by an AC professional who confirmed how the hole was created Lastly, over and over, you claim that you have made numerous attempts to remedy the situation Again, this is just another outright lie Let’s be perfectly clear on this You and I did not have a conversation until 8/2/17- five weeks after the damage was done and one week after the unit was replaced Obviously, before 8/2/17, you could not have made an offer to remedy the situation because you never called!! So please stop spinning the story When you did call (again the one and only time you and I have ever had a conversion and the only time you ever made an offer to remedy the situation), you told me you were willing to issue a [redacted] credit toward a future Climate Partner service or Climate Partner installation This was the only offer that was ever made and it is an offer that I absolutely declined as it was moot What I demanded on 8/2/and what I am demanding now is that you reimburse me for the cost of the condenser you brokeI have a quote for [redacted] for a [redacted] 4-ton condensing unit that uses R-refrigerant If this demand is unacceptable to you, I will happily take it through the courts
Complaint: [redacted] I am rejecting this response because:I do not see why dealing with Climate Partners requires communication and time spent with a 3rd party like the Revdex.comWhen a problem arises and multiple communication attempts are made, the customer should be entitled to direct communication from a supervisorI requested this the morning of the installation and the day that I submitted the Revdex.com complaintUnfortunately, this is the only venue to air my grievancesSo here they are:Given my history with the company in terms of late arrivals and poor communication regarding being informed of delays, I took particular issue with the installation manager, ***, not arriving when he was scheduled to and misinforming me regarding his delays as well as the hour late arrival of the team on the installation delay without communication from Climate PartnersGiven the degradation of trust that resulted from this information, when *** tried to manipulate the price of the thermostats and the discrepancy of product numbers, I wanted to be sure there weren't additional lies on the part of Climate PartnersIt took a week and repeated calls and contact with *** to get this informationNow, I have this informationBut I am appalled that this is the process to get this informationSo I am requesting an apology from a supervisor at Climate Partners as well as written assurance that the installed system will work as promised during the air-conditioning seasonI am also requesting whatever price adjustment that Climate Partners deems appropriate given the repeated late arrivals and poor communication of delays that has degraded my trust in their products and services Sincerely, [redacted]
So it sounds like the customer agrees to have the factory representative out to inspect the furnace and determine whether or not he believes that the furnace, after the condensate leak, is functioning properly and determine whether or not there is any concern from the factory that the furnace will suffer from future problems due to the condensate leak I will have our office schedule the visit from the factory representative If the factory representative indicates that there is potential for future failure due to the condensate leak, we will purchase a 10-year labor warranty for the furnace at no charge to the customer - provided the customer gives us the name of the [redacted] authorized service provider he chooses to use in the future so that the agreement can be assigned to the correct contracator.The ductwork portion of the project was a minimal cost In good faith, the customer should agree to hold only that portion of the final payment dedicated to the ductwork cost All punch list items can, and will, be complete provided that we are paid for our work and allowed access to the home.Permits were definitely pulled and a copy of the permit is attached Typically, the home owner schedles final inspection becasue access to the home is required - but the contractor is not required to be present If the home owner would like us to make the call and schedule the appointment we will be glad to do so at the next available date provided by the builiding department
From: [redacted] [redacted] Sent: Wednesday, August 30, 11:AM To: [redacted] Subject: Follow up on complaint # [redacted] Let me start by noting that I have been a homeowner for over years and have never filed a complaint or wrote a negative review about any contractor During those years, I have experienced many really good contractors and many really bad contractors but never, NEVER have I experienced a contractor as dishonest and unethical as Climate Partners From the technician to the manager to the owner, Climate Partners is an absolute disgrace Before addressing the specific lies and misstatements in your twisted response, I would like to summarize the relevant issues in my complaint that you have either glossed over or have simply not addressed 1.Your technician put a hole in the coil condenser and would not take any responsibility for it; Instead he tried to cover it up 2.Your service manager also tried to cover up the damage caused by your technician by claiming the coil coincidentally and spontaneously erupted while the technician was servicing the unit 3.You, the owner of the company, wouldn’t return my calls for five weeks and then claimed you only received one of my messages 4.You, the owner of the company, called me five weeks after the damage was done and you only called because you received my 8/2/email stating that the unit was inspected by an AC professional who had some very disturbing findings 5.You, the owner of the company, would not admit that your technician put a hole in the coil condenser until you learned that the unit was inspected by an AC professional Now, you, the owner of the company, have the audacity to continue to spin and twist a story with unbelievable lies and misstatements You claim that the condenser coil had a small leak a year earlier by a screw being pushed into the coil That simply is not possible Even the smallest of leaks in this section of the coil would result in the system being completely drained of refrigerant within hours- not days or weeks but HOURSWe have NEVER replaced lost refrigerant in this AC unit because we have NEVER had a leakThis AC unit worked great until your technician put a huge gash in the coilSo again, for you to suggest that there was a year old leak is just a bad lie and a ridiculous attempt to deflect from the fact your technician intentionally or unintentionally caused the problem This twisted and untrue response to my complaint might sound plausible to us homeowners but your response to any AC professional is outright laughable If there are any homeowners reading this complaint, make sure your research is thorough Read all complaints including those filed with the [redacted] Show this complaint to any AC professional for an outside opinion Your account of what occurred during the 6/27/service call could not be further from the truthToward the end of the service call, I asked your technician for a status as he was walking outside He told me that the AC unit “was running well” and that he was just about to write up the ticket There was no discussion of or reference to a damaged coil and certainly no discussion of replacing the unit Your technician went outside and instead of writing up the ticket, he went over to the condenser Within seconds, I saw a white cloud of oil and refrigerant start spewing into the air and the technician backing away from the unitWhen I ran outside to ask what happened, your technician mumbled and babbled unintelligibly for a minute before telling me that there “appeared to be a leak” There was no doubt that he punctured the coilI knew it and he knew it and he had ample time to just fess up When he told me that he was going to “call the sales department to come out for a quote on a replacement”, I told him to get off the property Your Service Manager did not initiate any phone call My wife initiated the call and got me on the phone I told the Service Manager what I saw and that I knew the technician intentionally or unintentionally caused the damage to the AC unit Your Service Manager claimed that he had just spoken to the technician and was adamant that what I witnessed was the coil “spontaneously and coincidentally rupturing” while the technician was servicing the unit! I believe the next section of your response is an attempt to explain why you, the owner, didn’t return any of my messages for five weeks You claim you didn’t get my messages because your Customer Service Manager confused me with a solicitor! Think about that a second You confused an IRATE CUSTOMER with a SOLICITOR Every time I called your office, I was furious and “demanded” to speak with the ownerEvery time I called your office, I made it clear that your technician damaged my condenser beyond repair Every time I called your office, I left a message that I wanted the owner to tell me how he would remedy the situation For you to claim that you didn’t get my messages because your Customer Service Manager confused me with a solicitor is a disgrace Your comment that you called me when I “indicated via email that this was an urgent situation” is a joke and a blatant lieYou claim that you had no idea that there was an urgent matter even after 1) I tell your technician to get off my property and never return, 2) I have a heated call with your Service Manager an tell him your technician destroyed my AC unit, and 3) I leave at least three “IRATE CUSTOMER” messages for the owner to call because his technician ruined my AC unit!! The fact is, you called because you realized via my 8/2/email, that I had the AC unit inspected by an AC professional who confirmed how the hole was created Lastly, over and over, you claim that you have made numerous attempts to remedy the situation Again, this is just another outright lie Let’s be perfectly clear on this You and I did not have a conversation until 8/2/17- five weeks after the damage was done and one week after the unit was replaced Obviously, before 8/2/17, you could not have made an offer to remedy the situation because you never called!! So please stop spinning the story When you did call (again the one and only time you and I have ever had a conversion and the only time you ever made an offer to remedy the situation), you told me you were willing to issue a [redacted] credit toward a future Climate Partner service or Climate Partner installation This was the only offer that was ever made and it is an offer that I absolutely declined as it was moot What I demanded on 8/2/and what I am demanding now is that you reimburse me for the cost of the condenser you brokeI have a quote for [redacted] for a [redacted] 4-ton condensing unit that uses R-refrigerant If this demand is unacceptable to you, I will happily take it through the courts
Complaint: [redacted] I am rejecting this response because:I do not see why dealing with Climate Partners requires communication and time spent with a 3rd party like the Revdex.comWhen a problem arises and multiple communication attempts are made, the customer should be entitled to direct communication from a supervisorI requested this the morning of the installation and the day that I submitted the Revdex.com complaintUnfortunately, this is the only venue to air my grievancesSo here they are:Given my history with the company in terms of late arrivals and poor communication regarding being informed of delays, I took particular issue with the installation manager, ***, not arriving when he was scheduled to and misinforming me regarding his delays as well as the hour late arrival of the team on the installation delay without communication from Climate PartnersGiven the degradation of trust that resulted from this information, when *** tried to manipulate the price of the thermostats and the discrepancy of product numbers, I wanted to be sure there weren't additional lies on the part of Climate PartnersIt took a week and repeated calls and contact with *** to get this informationNow, I have this informationBut I am appalled that this is the process to get this informationSo I am requesting an apology from a supervisor at Climate Partners as well as written assurance that the installed system will work as promised during the air-conditioning seasonI am also requesting whatever price adjustment that Climate Partners deems appropriate given the repeated late arrivals and poor communication of delays that has degraded my trust in their products and services Sincerely, [redacted]