Climate Works, IncHeating & Cooling

7/11/This letter is in response to a complaint sent to the Revdex.com by [redacted] Mr [redacted] called our company requesting a furnace and heat pump clean and check on a Bryant Hybrid heat system on 4/15/We set a date to perform the work and informed him of the cost to perform the serviceWe also told him that if the outside temperature was too cool to do an accurate test of his heat pumps operation we may need to rescheduleWhen the scheduled day came we found that the temp was only in the degree range and made a call well in advance to change the dateMr [redacted] cancelled the next two dates we set because the weather was not in his words “optimal” for the clean and checkWe happily rescheduled and went to his home on 5/24/and as requested, parked on the rock next to his driveway so in the event our almost new work truck leaked oil it would be on the rocks not the concreteI performed a thorough furnace cleaning including an extra inspection for corrosion on the secondary heat exchanger that would not normally be includedI also noticed that the filter housing was not sealed to the furnace on the downstream side of the filterI used ½ of a tube of sealant and sealed the entire housingI also took the time to check another appliance as MrS requested, which required the moving of a heavy freezerDuring the furnace cleaning MrS asked me to go up in the attic and attach his bath fan vent to the roof terminationNeither of these items was mentioned during his call to our office but I went ahead and performed the work at his request after informing him there would be additional chargesI then went on to perform a thorough tune up and testing of his heat pump which included checking his Evolution control for stored codes and an operation checkDuring the operation check I noted a slight noise from the compressor, MrS said it sounded to himI explained to MrS that this unit had a service bulletin on it regarding potential compressor failure and that the bulletin clearly states that a noisy compressor is not covered under this bulletin, but that I would at no charge to him perform a diagnostic on the unit’s compressor and capacitors as outlined in the service bulletin to ensure that the unit had no covered issues I told MrSthat the check was but I would speak with my technical support advisor at the local Bryant distributor at no charge on his behalf and verify that in fact compressor noise was not covered and that the readings were satisfactory as I believed they wereAs the unit was functioning perfect with the exception of the slight noise as noted, we finished our visit and MrS told me he was extremely pleased and was amazed at how thorough my visit was and would recommend us to his friendsI charged MrS the previously agreed upon rate of $for the furnace and heat pump clean and check (this was the amount he was quoted on the phone by Kim [redacted] the co-owner of our company on the initial call and it was clearly stated it did not include parts or materials)He was also charged ¼ hours labor at a discounted rate for the time to seal the return duct and check the other appliance and climb into attic to repair the bath ventHe was also charged dollars for ½ tube of sealant that we sell for $per tubeI also used Butyl backed tape, screws and bands to attach his bath fan vent and did not charge him for themAs is our practice I asked MrS if he agreed with the charges and he again expressed his satisfactionThere was no further conversation regarding returning to his home as he suggestsAs I always follow up with promised work, I called Bryant technical support and discussed the slight compressor noise and the test results with an advisorThe findings were deemed and at the suggestion of the advisor and technical manuals it was decided that if the customer was concerned with the slight compressor noise an additive could be installed into the systemThis additive has been used widely in the industry with good success but would not be guaranteed to stop the slight noiseI then sent an email to MrS and explained this to him as well as the estimated cost to perform this procedureThe next day MrS called our office, Kim was on the phone scheduling another client and could not answer so MrS called back three times in a few minutes and by the fourth Kim had to inform the other client that she would need to call them back Kim [redacted] , my wife of year and business partner of years then spoke to MrS and asked what we could do for him, he was very hostile and told Kim that he felt like the unit should be covered under warranty and that he would be doing everything in his power to destroy our company if we did not go to bat for himKim explained to him that we could not do unauthorized warranty work which seemed to further anger him, he said he wanted to talk to a man and that I needed to call himHe told us he has sued other companies and we would be nextHe then took his threats to the next level telling Kim that “a woman who works out of her home by herself should be more careful about angering customers” and that “hopefully you have a security system”Kim terminated the call with MrS and immediately called me very shaken and in tears, I suggested we call the Sheriffs department and file a report, but Kim was reluctant and worried about further angering MrS as we also have young children I then called MrS and asked why he was threating us and explained that we had more than fulfilled our obligation to him and we would no longer be doing businessThat evening while checking the model and serial numbers of another system we discovered that MrS has a year PARTS and LABOR warranty under contract with Anderson heating and cooling the company from Wisconsin that had installed his system in The next day I sent him an email making him aware that he had this enhanced warrantyApparently this was not enough for MrS as he then sent the Revdex.com an email full of lies and even made up a story that Kim always has to talk to me when he calls our officeIn fact, the last time MrS called our office was when we quoted a new system for himAt that time, he opted to use another company for the workThere has been no other contact or work for MrS and he did not call and leave voice mail or try to contact us further as he states in his letterAll work performed at MrS home was accurate, correct, thorough and 100% completeThe price he was charged was fair and below market value and he received items at no chargeWe also made phone calls to the technical advisors on his behalf at no chargeIn my opinion MrS is angry because he wanted us to defraud Bryant by performing warranty work that clearly would not have been covered and we would not do itIt is my belief that he wanted the additive installed in his heat pump for free and this is what prompted his threats and action with the Revdex.comHe never once mentioned a refund or any dissatisfaction with the work performed but was only angry about the compressor noise and it not being taken care of for free or under warrantyThere will be no refunds and no further contact with [redacted]