Climate Partners, L.L.C.

Complaint: [redacted] I am rejecting this response because:Water leak:I understand that the manufacturer will not replace the furnace Why should they? The issue was with installation process not a manufacturing defect The responsibility lies squarely on CP CP has yet to state why they will not replace the furnace at their cost I am not opposed to a factory rep coming in to assess the furnace However, even if the furnace is currently operating correctly, there is no way to determine the possible long term adverse effects of the water that was on and inside the unit I already have a year service agreement with CP as part of the purchase deal Beyond that I may or may not use CP for periodic maintenance CP should at a minimum agree to a year labor extended warranty whether or not I use CP (or another company) to do the maintenance I have yet to read the warranty to verify the details about what maintenance is required to keep the warranty in force.Duct work:It is now days since the installation CP has just finally stopped by to verify that three supply ducts do indeed have inadequate air flow using an air flow meter device They are "working on" possible solutions In the meantime we are supplementing the inadequate heating with a second, much less efficient heater that is costing us money we should not have to spend This does not show dedication to customer service as is claimed by CP The reason for suspending payment was that we currently do not have a functioning furnace/duct work solution or compensation for the water leak The contract assumes a properly functioning system The project is being paid in two equal payments (contract covers installation of furnaces and AC units as well as new duct work) I only suspended payment of the second payment I informed CP that I would authorize payment when all of the issues are resolved I see no reason to pay for a product/service that is not operating as promised These are the items I requested to have completed before authorizing the final payment (all of which I have already informed CP): Copy of the town building department permit - (I have requested this numerous times) Copy of the final (passed) inspection report by the town Apparently this has not even been scheduled yet However CP expects final payment without a passed inspection report? Fix inadequate air flow in the three supply ducts installed by CP Fix the air filter access cover and alignment tracks for the first floor furnace (I had to use a vice grip to get the filter access cover off the first floor furnace I can't imagine how the one on there got as mangled as it is Also the filter alignment tracks for the same furnace are way off I had to use a piece of metal to bend the filter to get it to seat properly) This has not even been looked at yet Final resolution on the issue with the furnace that had the water leak Rebate paperwork as promised.Misc Items that have been resolved: AC condensers were not located correctly There was not enough space from the house These had to be disconnected and relocated Landscaping stones were dropped inside the AC condensers during installation The units had to be disassembled and stones removed (possible blockage of water drains) Sincerely, [redacted]

[redacted] , I will absoloutely make sure that we take care of whatever work is not complete I don't see that there were calls, but I apoogize that you don't feel that you're concerns were addressed promptly I do see that we got a call on 2/2/and responded on 2/2/I will also make sure that we set up a call for 8am to get the A/C working It will not take $for another company to test that A/C and I am more than willing to accomodate making this happen anytime from this Saturday 4/thru next Saturday 4/ Please let me know what day at 8am works best

Complaint: ***
I am rejecting this response because: I can not accept the promise of we might fix the issue. Climate partners states that there are no phone calls.Here is a list of phone calls 01/07/- no heat calls starting at 8:am emails 01/27/- loud noise calls 02/02/nobody showed re the noise(still not resolved) calls 4/10/A/C not working calls 04/19/A/C work call 04/18/A/C work calls and emailsLet see if they show up at 8am on Saturday
Sincerely,
*** ***

I would like to respond to the claims and provide the true facts of what happened The call that *** *** *** *s speaking about happened on June 27, However, that was not the first time our company was out to service the A/C Unit at the *** *** residence As
the attached document shows - on 7/22/one of our service experts was out and advised Mr*** *** that the "Coil on the condenser is damaged" and he "recommends new A/C Unit" The damage to the coil was a screw being pushed into the coil As w/ a tire - as long as the screw, the leak will be slowed by the screw On June 27, during the routine maintenance, our service expert again recommended replacement of the unit due to the damaged coil and age of the units The customer declined this option so the technician went back out to put the covers back on the unit, at which time he inadvertently bumped the screw and caused the system to leak rapidly Our service manager did call *** *** *** *mmediately and advised that we would send someone out to remedy the situation ASAP, but *** *** *** declined our offer He called back several days later and demanded to speak to the owner - who is not in our office on a daily basis When asked what it was regarding, *** *** *** refused to tell our Customer Service Expert what the call was regarding or what the urgency was He simply said he wanted to owner to call him back Given that we get so many solicitors who say the same thing to our Customer Service Experts, the call was placed in non-urgent status Once *** *** *** *** via email that this was an urgent situation, his email was returned with email & call the same day During that call we again offered to fix the existing leak Again, he declined the repair I then offered to credit him the full retail cost to repair a leak, and again he refused Instead he asked that we replace his 19-year old outdoor condenser with a brand new unit I advised that the unit he wanted are no longer being manufactured, but I would ask our distributors if one was available and, if it was, would consider having our service experts replace the unit at no charge Again, he refused this offer He had already made up his mind to follow our recommendation and replace his entire HVAC system - which was well beyond it's life expectancy - with a new system and instead wanted us to pay almost half the total for a brand new system Climate Partners was, still is, and always will be willing to remedy the pre-existing situation we exacerbated by fixing the problem we caused - a leaky coil or giving Mr*** *** the full retail value of that remedy We would also be willing to replace the existing condenser w/ an equal R-condenser if one is available *** is a very unreasonably high price for an equal R-condenser so we do not agree to pay that amount to Mr*** *** given that we have continuously made attempts to remedy the situation

*** *** ***It is truly unfortunate that we can't come to a fair resolution As my response indicated - you were notified of this issue on 7/22/and paid for the service call in which the issue was brought to your attention So, this is not a new issue we caused The type of issue you had - a hole in the condenser coil - worsens over time As I said, our Service Expert did exacerbate the situation while peforming steps of the 14-point tune up, however he did not put the hole in the condenser coil as you indicate As you said, my service manager attempted to resolve the issue immediately - however you became loud & abusive and refused to let us resolve the issue on 6/27/ Furthermore - as you stated when we spoke- you did not call back until several days later and you did not refer to yourself as an irate customer You called up and demanded to speak to the owner of the company - who, as I indicated in myr response, does not work in the office on a regular basis and would not be the person to handle a customer service issue The same service manager who attempted to solve your problem would be the person to handle the issue - but you since you didn't ask for him, or express what your issue was, we had no way of knowing that you were looking to have the system repaired - which would gladly have done We have no other record of you reaching out to us again until a month later.When you called a month later - again you demanded to talk to the owner This time you did indicate you were an upset customer and it was determined if you didn't want to speak to the service manager that I would be the person to help address your concerns was me Our Customer Service Expert advised you that I was on vacation You reached out to me again the day I returned and I immediately replied I set up an appointment for you, ,our service manager, and our Service Expert to discuss & resolve the issue the same day. You did not want to resolve the issue You yelled, you swore alot, and you demanded that I give you *** so you could replace a 19-year old system that we twice recommended due to age and the existing condition that led to this problem I offered to fix the issue that was caused at no charge - which would have put the system in a better position than where it was a full year before this When that was unacceptable, I said I would attempt to locate an R-condenser and replace it - again, you refused to this solution.I do not believe the only fair solutions is for our company to pay *** that you can put towards the *** you chose to put into the new system we recommended & quoted a full year before (for only *** As I've said before, we are more than willing to reimburse you what we charge for the repair that would be necessary to repair the issue you had We certainly do not like when customers are not satisfied and do everything in our power to try and fairly resolve all issues

Our comfort consultant, *** ***, has been continously communicating with Mr*** There are dozens of emails between Mr*** and *** There was a mistake on the agreement, but not in the specifications of what was delivered *** listed the Model # of the Thermal
Expansion Valve Kit for the Air Handler supplied, If we would have provided just the Thermal Expansion Valve Kit, ,there would have been no air handler and the system would not work at all We have since told Mr*** that we provided an *** *** air handler - which is the one that matches teh Thermal Expansion Valve Kit referenced.Additionally, the agreement specified that we would provide (3) *** thermostats Unfortunately, the electrical wiring in Mr***'s home is not sufficient to support these thermostats Therefore, we reduced the amount due in the agreement accordingly We also reviewed several different options that would give Mr*** the same performance as the thermostats on the agreement We completely understand Mr***'s frustration and will continue to work with him to solve any issues w/ the installation At this time, I'm not sure I understand exactly what Mr*** is requesting in this complaint However, we are always available to help completely resolve this matter

So it sounds like you are willing to allow us to come tomorrow 4/@ 8am to address your concerns I'm going to lock that in right now.If you are agreeable to this, so am I It is definitely my desire to make sure your system is operational.Please always call *** for any service requiests This line logs all calls and records all calls so we'll be able to ensure that your requests are handeled in the timeliest of manners.Thanks for giving us some feedback on how we can better serve our customers

Now that the payment issue has been resolved we can get the issues at hand resolved ASAP Based on your last list of concerns, below are timelines for the solutions we agreed to.1) The City of *** Building Department will be doing their final inspection on Friday 11/6/ Normally they do their inspections betwen 12-3pm However, on days of high volume they start at 10am and do inspections all day They will post their inspection schedule on their website so that you can see what window you are in and what # in line you are.2) I am trying to coordinate the *** *** Factory Representative for Friday 11/6/as well The last communication I had from his stated he thinks he can do that, but will confirm when he gets back to his office I will solidify this visit once I have confirmation from the Factory Rep.3) Whatever day the *** *** Factory Rep comes out, Ron and another technician will air balance the entire system to get the proper airflow into the sunroom If any further ductwork modifications are required - they will provide me with a plan and I will review that plan the same day and contact you the same day to schedule the follow up.4) Upon completion of the *** *** Factory Rep visit, I will forward you a 10-year labor warranty policy from *** *** within business hours of that visit.Please let me know if you have any further questions and/or concerns

Complaint: ***
I am rejecting this response because:"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 *** *** authorized
service provider he chooses to use in the future so that the agreement
can be assigned to the correct contracator."I agree to the proposition above concerning the furnace leak. I will require written documentation of the inspection."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."I will agree to the following:CP to schedule the towm inspection at the next available time as described above. I am currently covered for year with CP as far as maintenance. I certainly do not have to decide at this time which provider(s) I will be using for the next years. I may choose to use several different providers. The point being that I agree to have the unit maintained as is required by the warranty and will provide records to show it is so. Since there was an outstanding issue with one furnace and the duct work, I could in good faith have held back $8539.00. Instead I held back only half of the total project cost. I will agree to release $5,when the following are resolved. 1. A satisfactory written report from the factory service representative that the unit is in as new condition and that the warranty is not affected in any way. 2. CP will provide a written year labor inclusive warranty on the unit stipulating that all maintenance required by the warranty be completed and documented. 3. Documentation from the town inspector that the installation meets their requirements.I will continue to hold back the $duct work charge until the air flow issue is resolved. All other punch list items will be resolved by CP in good faith
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The owner's continues to lie about the facts. This case is going to court Sincerely,
*** *** ***

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.com. When a problem arises and multiple communication attempts are made, the customer should be entitled to direct communication from a supervisor. I requested this the morning of the installation and the day that I submitted the Revdex.com complaint. Unfortunately, this is the only venue to air my grievances. So 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, [redacted], not arriving when he was scheduled to and misinforming me regarding his delays as well as the 3 hour late arrival of the team on the installation delay without communication from Climate Partners. Given the degradation of trust that resulted from this information, when [redacted] 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 Partners. It took a week and repeated calls and contact with [redacted] to get this information. Now, I have this information. But I am appalled that this is the process to get this information. So 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 season. I 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]

Complaint: [redacted]
I am rejecting this response because:Water leak:I understand that the manufacturer will not replace the furnace.  Why should they?  The issue was with installation process not a manufacturing defect.  The responsibility lies squarely on CP.  CP has yet to state why they will not replace the furnace at their cost.  I am not opposed to a factory rep coming in to assess the furnace.  However, even if the furnace is currently operating correctly, there is no way to determine the possible long term adverse effects of the water that was on and inside the unit.  I already have a 1 year service agreement with CP as part of the purchase deal.  Beyond that I may or may not use CP for periodic maintenance.  CP should at a minimum agree to a  10 year labor extended warranty whether or not I use CP (or another company) to do the maintenance.  I have yet to read the warranty to verify the details about what maintenance is required to keep the warranty in force.Duct work:It is now 26 days since the installation.  CP has just finally stopped by to verify that three supply ducts do indeed have inadequate air flow using an air flow meter device.  They are "working on" possible solutions.  In the meantime we are supplementing the inadequate heating with a second, much less efficient heater that is costing us money we should not have to spend.  This does not show dedication to customer service as is claimed by CP.  The reason for suspending payment was that we currently do not have a functioning furnace/duct work solution or compensation for the water leak.  The contract assumes a properly functioning system.  The project is being paid in two equal payments (contract covers installation of 2 furnaces and AC units as well as new duct work).  I only suspended payment of the second payment.  I informed CP that I would authorize payment when all of the issues are resolved.  I see no reason to pay for a product/service that is not operating as promised.  These are the items I requested to have completed before authorizing the final payment (all of which I have already informed CP):1.  Copy of the town building department permit - (I have requested this numerous times).2.  Copy of the final (passed) inspection report by the town.  Apparently this has not even been scheduled yet.  However CP expects final payment without a passed inspection report?3.  Fix inadequate air flow in the three supply ducts installed by CP.4.  Fix the air filter access cover and
alignment tracks for the first floor furnace.  (I had to use a vice grip to get the filter access cover off the
first floor furnace.  I can't
imagine how the one on there got as mangled as it is.  Also the filter
alignment tracks for the same furnace are way off.  I had to use a piece
of metal to bend the filter to get it to seat properly).  This has not even been looked at yet.5.  Final resolution on the issue with the furnace that had the water leak.6.  Rebate paperwork as promised.Misc Items that have been resolved:1.  AC condensers were not located correctly.  There was not enough space from the house.  These had to be disconnected and relocated.2.  Landscaping stones were dropped inside the AC condensers during installation.  The units had to be disassembled and stones removed (possible blockage of water drains).    
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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.

[redacted], I will absoloutely make sure that we take care of whatever work is not complete.  I don't see that there were 15 calls, but I apoogize that you don't feel that you're concerns were addressed promptly.  I do see that we got a call on 2/2/17 and responded on 2/2/17. I...

will also make sure that we set up a call for 8am to get the A/C working.  It will not take $500 for another company to test that A/C and I am more than willing to accomodate making this happen anytime from this Saturday 4/22 thru next Saturday 4/29.  Please let me know what day at 8am works best.

From: [redacted] Sent: Wednesday, August 30, 2017 11:35 AM To: [redacted] Subject: Follow up on complaint #[redacted]     Let me start by noting that I have been a homeowner for over 30 years and have never filed a complaint or wrote a negative review about any contractor.  During those 30 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 8/2/17 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 HOURS. We have NEVER replaced lost refrigerant in this AC unit because we have NEVER had a leak. This AC unit worked great until your technician put a huge gash in the coil. So 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 6/27/17 service call could not be further from the truth. Toward 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 unit. When 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 coil. I 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 owner. Every 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 lie. You 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 8/2/17 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 8/2/17 and what I am demanding now is that you reimburse me for the cost of the condenser you broke. I have a quote for [redacted]0 for a [redacted] 4-ton condensing unit that uses R-22 refrigerant.  If this demand is unacceptable to you, I will happily take it through the courts.

First of all, we take customer concerns like this very seriously. We continue to communicate with the customer and attempt to come to an agreeable resolution.In regards to the water leak, as the customer says, it has been fixed. Unfortunately, the manufacturer will not agree to replace the...

 honest if there is no evidence of permanent damage. We have offer the customer an on-site visit from the factory representative to test the furnace and confirm that it is operating properly and there are is no concern with future problems. We have also agreed to purchase an extended term warranty for the customer provided that the customer  and roll and a maintenance program as specified by the long-term warranty. Unfortunately, the customer has declined anything short of a new harness, which is not available. The manufacturer has confirmed that the parts warranty is still in effect for the period of 10 years that the customer is concerned about.  In regards to the ductwork complaint, we have had personnel on site to test the airflow and are working with the customer on solutions. Unfortunately, the customer had his credit card company credit back the balance that was due upon completion of the original installation. We do have Solutions for the problems and we wish to continue working with customer towards resolution. However, we would need to have payment as required by the original contract, before we could implement those solutions.We Will continue to work with this customer towards a mutually agreeable resolution.

Review: This is a two part complaint both dealing with the installation of a new furnace/AC unit and expansion of duct work for a new room in our house.

Part 1: During installation of the furnace the AC condensate drain was incorrectly installed and resulted in an overflow of water onto and into the furnace itself. The vendor came in and fixed the improperly installed drain and the furnace at this point seems to be operating. However, there is no telling the possible consequences the water caused to internal components and I do not consider this unit as being in "new" out of the box condition as was what I purchased. So far the vendor has not agreed to do anything about their negligence.

Part 2. Additional duct work was installed to incorporate our central heating/AC to a new room in our house. The airflow to this room is currently insufficient to properly heat and cool this room. So far the vendor has not agreed to do anything to remedy the situation.Desired Settlement: Part 1: The best solution is to replace the installed furnace with at new furnace. A less desirable solution would be for the vendor to supply free of charge a long term labor warranty for this unit that at least matches the parts warranty of the manufacturer. This way I am covered for any long term effects that may have occurred to the unit due to the water leak during installation.

Part 2: The vendor should modify the duct work system to enable adequate air flow to the new room.

Business

Response:

First of all, we take customer concerns like this very seriously. We continue to communicate with the customer and attempt to come to an agreeable resolution.

Review: Dealing with Climate Partners is almost a full time job. They perpetually lie about the time they will be coming to my home (installation manager and front desk) such that I have trouble knowing what I can trust. As a result when there were issues with a recent air conditioning installation and the installation manager tried to manipulate a price, I was distracted and did not realize some additional issues with the original contract--namely that the product number of what was installed did not match that on the contract. I would like to confirm that the installed system has the specifications promised on the contract but have been unable to get a straight answer after a week of repeated contact.Desired Settlement: apology from senior management and billing adjustment to compensate for the time I have had put into dealing with this.

Business

Response:

Our comfort consultant, [redacted], has been continously communicating with Mr. [redacted]. There are dozens of emails between Mr. [redacted] and [redacted].

Review: I have paid for contract service for a number of years. The company is faithful in taking the monthly fee, but does not honor what they say they provide. On 3 separate occasions we have set up appointments for service and this company has not produced. They call and confirm, you take a day off from work to have the work completed and they're a no show or cancel at the last minute or postpone due to "other" reasons.My last experience was typical for Climate Partners. We had an appointment scheduled for 8:00am and everything was confirmed the night prior. The tech calls at 7:45am because a "mysterious" meeting is going to occur at 8:00am. How convenient 15 minutes before he was due at our house??? How important could this meeting have been when you have a scheduled appt. with a long time pay contract customer?? We reluctantly agreed to have the tech arrive at 9:00am. He decided to just show up at 9:30am. Our time is just as important as their time.We called to speak to the service manager and the owner. As expected, neither one was available. We left messages and have yet to hear from either one.Desired Settlement: I want a years refund for paying for a service contract that they cannot honor when you require their service. I've paid for this bogus contract for a number of years. The complaint before is just one example of their inferior customer service. There have been a total of three. I feel that we've been very understanding with them and after the third bad experience, I no longer want to do business with them and want a refund.In addition, we paid them to install a brand new central ac system.

Business

Response:

For the service club plan in question -