Climate Partners, L.L.C.

Review: Purchased hvac system in 2009. [redacted] hot water box for heat and hot water keeps breaking.

The [redacted] brand on demand hot water generator has had many issues resulting in service calls since install. Climate partners fixed for free while under their warranty but now to get [redacted] replaced climate partners must coordinate a return authorization with [redacted]. Climate Partners has not done this despite my repeated verbal and written requests. Climate partners also failed to honor their satisfaction guarantee as I have made clear many times that I was not satisfied And I was also very clear that fixing the defective [redacted] unit would make me satisfied.Desired Settlement: I want climate partners to switch out the [redacted] brand hot water box with a reliable equivalent so I can have heat and hot water reliably. The hvac system cost over 10,000 dollars. The hot water box is guaranteed by the maker [redacted] but they won't offer a return authorization unless coordinated by climate partners. I have requested climate partners do this on numerous occasions but my requests have been completely ignored.

So my family and I live without heat or hot water while waiting for resolution to this issue.

Review: Climate Partners sold us and installed my [redacted] generator in February 2012. Then we commenced some renovation work beginning in March 2013 which required the disconnection of the generator. When renovation was done this fall the gas and electricity were reconnected to the generator. We then called Climate Control to have them check it out and hook up the control wiring since our electrician was not authorized to work on [redacted] generators. Climate Control came on November 13th to undertake an inspection and found that it had a dead battery since it had not been operating for 8 months. Climate Control charged us $338.19 for the inspection and said they would come back and put in new battery. They came back on November 22nd with a new battery and changed the oil but did not connect the battery because they did not know how to hookup the control wiring and indicated that they would need to obtain the wiring information from [redacted]. After not hearing from the company for nearly 4 weeks we called the company and were informed by them that Climate Control was not authorized to service [redacted] generators. They, in turn, provided us with a list of companies in our area that were authorized to service [redacted] generators. We called a company recommended by our electrician which was not on their list which subsequently hooked up the generator despite the fact that the supposably new battery provided by Climate Control was found to be dead; possibly from the lapse of time and extremely cold weather. Climate Control charged us another $429.88 for the November 22nd call. The underlying issue is why did they not know when they first inspected the generator on November 13th or subsequently on November 22nd when they were suppose to put in a new battery and hook the control wiring that they were not authorize to work on this [redacted] generator after they took our $768.07?Desired Settlement: Since Climate Partners charged me for work that they knew they were unauthorized to perform, I think they were dishonest and they should refund me my $768.07.Thank you for your help.

Business

Response:

02/25/2014

To: Revdex.com

Subject: ID# [redacted] – Mrs. [redacted]

This is in response to a complaint filed by Mrs. [redacted] regarding the [redacted] Generator.

Climate Partners did install the [redacted] Generator in 2012

As Mrs. [redacted] states in her complaint, as well as relayed to Climate Partners, she had renovations performed in 2013.

During these renovations, Mrs. [redacted] contracted an electrician that, in her words, was NOT authorized to work on [redacted] Generators. This electrician then RELOCATED the generator to a different location than original installed by Climate Partners.

We first went to Mrs. [redacted] home on 11/13/2013. She had informed us her generator was not working and wanted us to come take a look at it, as well as perform a maintenance on the unit.

Climate Partners went to the location, spent some time looking over the equipment, identified that the battery was dead, cleaned the intake and exhaust. We informed the customer we would need to return with a battery to start up the system, change the oil and finish the remainder of the maintenance…as well as further troubleshoot the system if there were any issues found.

Climate Partners then returned on 11/22/14 and replaced the battery, changed the oil, finished the maintenance and checked the system functions. The system was still not operating properly and ultimately the technician identified the wires inside the Transfer Switch were cut by the electrician during the relocation.

An hour and a half after arriving and performing the above work, we relayed this information to the customer.

We informed the customer we would have to call [redacted] in order to obtain documentation on how to reconnect the wires, as well as get information regarding updates or monitoring.

The Operations Manager at Climate Partners spoke with the customer and advised her to contact the electrician that relocated the equipment and cut the wires to have the unit repaired at no cost…rather than incur a fee by Climate Partners.

The Operations Manager did explain that Climate Partners was no longer installing [redacted] Generators and we’d require the technician to contact the manufacturer in order to determine how to correct the wiring cut by the electrician.

Again, Climate Partners explained that she should contact the electrician who did the work…or local provider who was currently installing/repairing the [redacted] units…rather than incur the cost from Climate Partners.

The Operations Manager at Climate Partners went so far as to look up several companies offering services for [redacted] in her area and provided the information to Mrs. [redacted].

Mrs. [redacted] has expressed concern over the cost of the 2nd call, assuming $429.88 was just for a battery. The total cost of that call was for the battery and 1 ½ hours we were on site completing work and troubleshooting the system.

Summary –

While it is unfortunate that Mrs. [redacted] needed to have the work described above, as well as contact a provider to correct work issues created by ANOTHER contractor, it is just that – an issue created by another contractor.

Climate Partners charged appropriately for the time and material for the work performed during both our visits.

Climate Partners acted in an ethical manner and our ultimately recommended a more cost effective solution with no monetary gain – providing a list of providers who could perform the repair more efficiently and cost effective – which is a complete contradiction to Mrs. [redacted] claim Climate Partners is dishonest.

Mrs. [redacted] should seek reimbursement of her costs from the original electrician who created the problem, not the company who identified it and pointed her in the right direction.

Operations Manager

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Review: I had a HVAC system install** in November 2013 Heat and Air - I was told that come spring they would ne** to come prime and test the AC system since it was too cold and to fix the issue of not being install** correctly on the ground. They ne[redacted] to come back to put the system level** on the ground as they us** rotting slate and were not suppos** to place the unit on there. I call** back first week in April to get all the issues iron** out and from there they tell me different stories, tell me they will call back and don't. I am now in ne** to start up this system and they are not dealing with the issues at hand. I am worri** I will ne** this in the next two weeks now due to the units being extremely hot. They have screw** up several times from start to finish, yet the customer is NEVER RIGHT!!! From Mess** Up appointments, to refund paperwork not fill** out correctly, calls not return** and more. They just don't seem to care after they install the systems about addressing the issues in a TIMELY MANNER or even calling people back. I am not the only customer who feels this way, I know of several.Desired Settlement: NE** THE SYTEM PLAC** ON THE GROUND, LEVEL** as it should have been at install.NE** THE SYSTEM PRIM** AND CHECK** AS I WAS TOLD IT NE[redacted] by the installersNE** THE INSIDE FAN to be set back to the setting it was at. I am asthmatic and will ne** this system ASAP, hence why I call** back in April.They are very argumentative and the customer doesn't matter.

Business

Response:

Customer had her heat and A/C system replac** in the middle of winter. We are actively trying to finish the installation, which merely requires leveling the AC unit on ground that is no longer frozen, adding the refrigerant and start-up, then testing.

Review: I have been a loyal "Club Member" for about 1-2 years after Climate Partners installed a gas furnace in my home. Their technicians have ALWAYS been late for appointments. They give a 3 hour window for service appointments and after approximately 6-7 appointments where the technician never once showed up during the service window, it is time that I try alternative methods to be heard. This is on way to treat customers.Desired Settlement: Terminate club membership and refund the last 3-months of club membership payment.

Business

Response:

[redacted] joined the Club Member plan in May of 2013.