We are aware of [redacted] complaint however, we have explained to him the reason he was charged and the reason there was no warranty consideration from the manufacture According to our file and computer we have no record of being called out for a service of any kind in So I'm not sure what he mean's by his statement about "the following year" It does shed a negative light on us But our records show a different storyI certainly want to get to the bottom of itWe installed his equipment on June 19th, 2013, a new furnace and new air conditioning system with an agreement to move a gas valve on fireplace We performed all the work and we were called back out on June 24th because of an issue with the fireplaceWe reset the dip switch, and receiver antenna, and reattached a loose wire on the gas valve He was not charged for that warranty work at all The next call we made to his residence was July 6th, We did attempt to have the manufacturer cover his labor costs under their Special Allowance Guidelines because he was upsetWe turned a claim into [redacted] s and it was declined because it did not fall within their special allowance warranty guidelines I'm including a copy of Lennox' response to us We provide a one year labor warranty on all of our installations It is our policy that all of our warranty work has documentation to go along with it I have no record of any "repeated" problem I will look into this a bit further when our technician is back to workI will write a letter to [redacted] with our determination after I have had enough time to evaluate it more [redacted] ***
TODATE: June 19, - Installation of a new furnace and new refrigeration coil and a new air conditioner, June 24, - we were called back out because his fireplace would not work(Copy included) totally not related to the installation of the above job July 1, we were called out because the air conditioner did not seem to be keeping up with need I told you that if I could have more time I could possibly get further clarification from our service tech Our service technician only remembers the one time he was out which is the work order in question now, 7/1/ Also, see the statement attached from our dispatcher regarding further discussion with Mr [redacted] Mr [redacted] stated in his original complaint that his problem occurred 2/6/ I'm not sure why anyone in a residence in Idaho would need air conditioning in February, but that aside, I have checked our appointment book for the entire year of and his name is not in it as a visit at all If he could produce a work order for when he says that we were there, that would be great I am including all work orders (backed up by the customer ledger) and other documentation we have received as well such as emails that we could recover, other phone conversations with Lennox will be addressed by our service dispatcher July 1st 2015, the service call he is demanding to be reimbursed for, was over years from the date of installation of the original job(labor warranty ends year after install date, part warranty is years - No labor but part only) Lennox denied the claim for loss of Freon because the install was OVER YEARS OLD Had Lennox covered anything at that time it would have only been the $for the Freon but not any of the Labor because labor warranty expired on June 19th, Mr [redacted] was charged $for R410A refrigerant Tax on the refrigerant $ $for our service call which is our first hour Then he was charged an additional hour labor of $77.00, which it took to complete the repairs His bill came to $of which he wrote a check in the amount of $therefore, we adjusted cents off the bill Lennox will not cover the loss of Refrigerant because the leak we found took over two years to release the refrigerant from the system You now have all the facts that we can gather on this issue We have been in the heating and air conditioning business since We pride ourselves in qualify customer service, quality installations and accurate diagnostics We are disappointed that Mr [redacted] is dissatisfied with the determination Lennox made on this issue We did not personally manufacture the coil in question yet it now becomes our responsibility to end Mr [redacted] 's complaint by refunding his money paid on this service call We are refunding $Check #copy attached Sincerely [redacted] 208-522-
Complaint: [redacted] I am rejecting this response because: I completed a response to the complaint explaining that the techthat was sent out said “that the Codid not install one of the tubes correctly ( did not solder it ), thus allowing the coolant to escape .” When I complained to [redacted] they told me that they would email a person that handles similar complaints etcI had gone back a minof 3-times and was told the same thing.” Had not heard back form whom ever they had emailed.” I find it hard to believe that their Techwould tell me that the manufacturer did not assemble the unit correctly if they had not done soI paid them in good faith that they would at least try to get my money back etc Sincerely, [redacted]
Complaint: ***I am rejecting this response because: Where did they get the date of FebI would not have been using the A/C unit in Feb to know the unit was out of freonWhen turning the unit on the following summer is when it did not cool down the house and ***'s was caolled to check it outIt was at that time that the Techtold me the tubing was not installed correctly at the factory thus letting the freon excapeNot my fault the factory did not install something correctly...........Sincerely,*** ***
We are aware of [redacted] complaint however, we have explained to him the reason he was charged and the reason there was no warranty consideration from the manufacture. According to our file and computer we have no record of being called out for a service of any kind in 2014. So I'm...
not sure what he mean's by his statement about "the following year". It does shed a negative light on us. But our records show a different story. I certainly want to get to the bottom of it. We installed his equipment on June 19th, 2013, a new furnace and new air conditioning system with an agreement to move a gas valve on fireplace. We performed all the work and we were called back out on June 24th 2013 because of an issue with the fireplace. We reset the dip switch, and receiver antenna, and reattached a loose wire on the gas valve. He was not charged for that warranty work at all. The next call we made to his residence was July 6th, 2015. We did attempt to have the manufacturer cover his labor costs under their Special Allowance Guidelines because he was upset. We turned a claim into [redacted]s and it was declined because it did not fall within their special allowance warranty guidelines. I'm including a copy of Lennox' response to us. We provide a one year labor warranty on all of our installations. It is our policy that all of our warranty work has documentation to go along with it. I have no record of any "repeated" problem. I will look into this a bit further when our technician is back to work. I will write a letter to [redacted] with our determination after I have had enough time to evaluate it more.
[redacted] [redacted]
Complaint: [redacted]I am rejecting this response because:
I completed a response to the complaint explaining that the tech. that was sent out said “that the Co. did not install one of the tubes correctly ( did not solder it ), thus allowing the coolant to escape .”
When I complained to [redacted] they told me that they would email a person that handles similar complaints etc. I had gone back a min. of 3-4 times and was told the same thing.” Had not heard back form whom ever they had emailed.” I find it hard to believe that their Tech. would tell me that the manufacturer did not assemble the unit correctly if they had not done so. I paid them in good faith that they would at least try to get my money back etc..
Sincerely,
[redacted]
June 19, 2013 - Installation of a new furnace and new refrigeration coil and a new air conditioner, June 24, 2013 - we were called back out because his fireplace would not work. (Copy included) totally not related to the installation of the above job.
July 1, 2015 we were called out because the air conditioner did not seem to be keeping up with need.
I told you that if I could have more time I could possibly get further clarification from our service tech. Our service technician only remembers the one time he was out which is the work order in question now, 7/1/16.
Also, see the statement attached from our dispatcher regarding further discussion with Mr [redacted].
Mr [redacted] stated in his original complaint that his problem occurred 2/6/2014. I'm not sure why anyone in a residence in Idaho would need air conditioning in February, but that aside, I have checked our appointment book for the entire year of 2014 and his name is not in it as a visit at all. If he could produce a work order for when he says that we were there, that would be great. I am including all work orders (backed up by the customer ledger) and other documentation we have received as well such as emails that we could recover, other phone conversations with Lennox will be addressed by our service dispatcher.
July 1st 2015, the service call he is demanding to be reimbursed for, was over 2 years from the date of installation of the original job. (labor warranty ends 1 year after install date, part warranty is 10 years - No labor but part only) Lennox denied the claim for loss of Freon because the install was OVER 2 YEARS OLD. Had Lennox covered anything at that time it would have only been the $90.00 for the Freon but not any of the Labor because labor warranty expired on June 19th, 2014.
Mr [redacted] was charged $90.00 for R410A refrigerant. Tax on the refrigerant $5.40
$77.00 for our service call which is our first hour. Then he was charged an additional hour labor of $77.00, which it took to complete the repairs
His bill came to $249.40 of which he wrote a check in the amount of $249.00 therefore, we adjusted 40 cents off the bill.
Lennox will not cover the loss of Refrigerant because the leak we found took over two years to release the refrigerant from the system.
You now have all the facts that we can gather on this issue. We have been in the heating and air conditioning business since 1947. We pride ourselves in qualify customer service, quality installations and accurate diagnostics. We are disappointed that Mr [redacted] is dissatisfied with the determination Lennox made on this issue. We did not personally manufacture the coil in question yet it now becomes our responsibility to end Mr [redacted]'s complaint by refunding his money paid on this service call. We are refunding $249.00 Check #5781 copy attached
We are aware of [redacted] complaint however, we have explained to him the reason he was charged and the reason there was no warranty consideration from the manufacture According to our file and computer we have no record of being called out for a service of any kind in So I'm not sure what he mean's by his statement about "the following year" It does shed a negative light on us But our records show a different storyI certainly want to get to the bottom of itWe installed his equipment on June 19th, 2013, a new furnace and new air conditioning system with an agreement to move a gas valve on fireplace We performed all the work and we were called back out on June 24th because of an issue with the fireplaceWe reset the dip switch, and receiver antenna, and reattached a loose wire on the gas valve He was not charged for that warranty work at all The next call we made to his residence was July 6th, We did attempt to have the manufacturer cover his labor costs under their Special Allowance Guidelines because he was upsetWe turned a claim into [redacted] s and it was declined because it did not fall within their special allowance warranty guidelines I'm including a copy of Lennox' response to us We provide a one year labor warranty on all of our installations It is our policy that all of our warranty work has documentation to go along with it I have no record of any "repeated" problem I will look into this a bit further when our technician is back to workI will write a letter to [redacted] with our determination after I have had enough time to evaluate it more [redacted] ***
TODATE: June 19, - Installation of a new furnace and new refrigeration coil and a new air conditioner, June 24, - we were called back out because his fireplace would not work(Copy included) totally not related to the installation of the above job July 1, we were called out because the air conditioner did not seem to be keeping up with need I told you that if I could have more time I could possibly get further clarification from our service tech Our service technician only remembers the one time he was out which is the work order in question now, 7/1/ Also, see the statement attached from our dispatcher regarding further discussion with Mr [redacted] Mr [redacted] stated in his original complaint that his problem occurred 2/6/ I'm not sure why anyone in a residence in Idaho would need air conditioning in February, but that aside, I have checked our appointment book for the entire year of and his name is not in it as a visit at all If he could produce a work order for when he says that we were there, that would be great I am including all work orders (backed up by the customer ledger) and other documentation we have received as well such as emails that we could recover, other phone conversations with Lennox will be addressed by our service dispatcher July 1st 2015, the service call he is demanding to be reimbursed for, was over years from the date of installation of the original job(labor warranty ends year after install date, part warranty is years - No labor but part only) Lennox denied the claim for loss of Freon because the install was OVER YEARS OLD Had Lennox covered anything at that time it would have only been the $for the Freon but not any of the Labor because labor warranty expired on June 19th, Mr [redacted] was charged $for R410A refrigerant Tax on the refrigerant $ $for our service call which is our first hour Then he was charged an additional hour labor of $77.00, which it took to complete the repairs His bill came to $of which he wrote a check in the amount of $therefore, we adjusted cents off the bill Lennox will not cover the loss of Refrigerant because the leak we found took over two years to release the refrigerant from the system You now have all the facts that we can gather on this issue We have been in the heating and air conditioning business since We pride ourselves in qualify customer service, quality installations and accurate diagnostics We are disappointed that Mr [redacted] is dissatisfied with the determination Lennox made on this issue We did not personally manufacture the coil in question yet it now becomes our responsibility to end Mr [redacted] 's complaint by refunding his money paid on this service call We are refunding $Check #copy attached Sincerely [redacted] 208-522-
Complaint: [redacted] I am rejecting this response because: I completed a response to the complaint explaining that the techthat was sent out said “that the Codid not install one of the tubes correctly ( did not solder it ), thus allowing the coolant to escape .” When I complained to [redacted] they told me that they would email a person that handles similar complaints etcI had gone back a minof 3-times and was told the same thing.” Had not heard back form whom ever they had emailed.” I find it hard to believe that their Techwould tell me that the manufacturer did not assemble the unit correctly if they had not done soI paid them in good faith that they would at least try to get my money back etc Sincerely, [redacted]
Complaint: ***I am rejecting this response because: Where did they get the date of FebI would not have been using the A/C unit in Feb to know the unit was out of freonWhen turning the unit on the following summer is when it did not cool down the house and ***'s was caolled to check it outIt was at that time that the Techtold me the tubing was not installed correctly at the factory thus letting the freon excapeNot my fault the factory did not install something correctly...........Sincerely,*** ***
We are aware of [redacted] complaint however, we have explained to him the reason he was charged and the reason there was no warranty consideration from the manufacture. According to our file and computer we have no record of being called out for a service of any kind in 2014. So I'm...
not sure what he mean's by his statement about "the following year". It does shed a negative light on us. But our records show a different story. I certainly want to get to the bottom of it. We installed his equipment on June 19th, 2013, a new furnace and new air conditioning system with an agreement to move a gas valve on fireplace. We performed all the work and we were called back out on June 24th 2013 because of an issue with the fireplace. We reset the dip switch, and receiver antenna, and reattached a loose wire on the gas valve. He was not charged for that warranty work at all. The next call we made to his residence was July 6th, 2015. We did attempt to have the manufacturer cover his labor costs under their Special Allowance Guidelines because he was upset. We turned a claim into [redacted]s and it was declined because it did not fall within their special allowance warranty guidelines. I'm including a copy of Lennox' response to us. We provide a one year labor warranty on all of our installations. It is our policy that all of our warranty work has documentation to go along with it. I have no record of any "repeated" problem. I will look into this a bit further when our technician is back to work. I will write a letter to [redacted] with our determination after I have had enough time to evaluate it more.
[redacted] [redacted]
Complaint: [redacted]I am rejecting this response because:
I completed a response to the complaint explaining that the tech. that was sent out said “that the Co. did not install one of the tubes correctly ( did not solder it ), thus allowing the coolant to escape .”
When I complained to [redacted] they told me that they would email a person that handles similar complaints etc. I had gone back a min. of 3-4 times and was told the same thing.” Had not heard back form whom ever they had emailed.” I find it hard to believe that their Tech. would tell me that the manufacturer did not assemble the unit correctly if they had not done so. I paid them in good faith that they would at least try to get my money back etc..
Sincerely,
[redacted]
TODATE:
June 19, 2013 - Installation of a new furnace and new refrigeration coil and a new air conditioner, June 24, 2013 - we were called back out because his fireplace would not work. (Copy included) totally not related to the installation of the above job.
July 1, 2015 we were called out because the air conditioner did not seem to be keeping up with need.
I told you that if I could have more time I could possibly get further clarification from our service tech. Our service technician only remembers the one time he was out which is the work order in question now, 7/1/16.
Also, see the statement attached from our dispatcher regarding further discussion with Mr [redacted].
Mr [redacted] stated in his original complaint that his problem occurred 2/6/2014. I'm not sure why anyone in a residence in Idaho would need air conditioning in February, but that aside, I have checked our appointment book for the entire year of 2014 and his name is not in it as a visit at all. If he could produce a work order for when he says that we were there, that would be great. I am including all work orders (backed up by the customer ledger) and other documentation we have received as well such as emails that we could recover, other phone conversations with Lennox will be addressed by our service dispatcher.
July 1st 2015, the service call he is demanding to be reimbursed for, was over 2 years from the date of installation of the original job. (labor warranty ends 1 year after install date, part warranty is 10 years - No labor but part only) Lennox denied the claim for loss of Freon because the install was OVER 2 YEARS OLD. Had Lennox covered anything at that time it would have only been the $90.00 for the Freon but not any of the Labor because labor warranty expired on June 19th, 2014.
Mr [redacted] was charged $90.00 for R410A refrigerant. Tax on the refrigerant $5.40
$77.00 for our service call which is our first hour. Then he was charged an additional hour labor of $77.00, which it took to complete the repairs
His bill came to $249.40 of which he wrote a check in the amount of $249.00 therefore, we adjusted 40 cents off the bill.
Lennox will not cover the loss of Refrigerant because the leak we found took over two years to release the refrigerant from the system.
You now have all the facts that we can gather on this issue. We have been in the heating and air conditioning business since 1947. We pride ourselves in qualify customer service, quality installations and accurate diagnostics. We are disappointed that Mr [redacted] is dissatisfied with the determination Lennox made on this issue. We did not personally manufacture the coil in question yet it now becomes our responsibility to end Mr [redacted]'s complaint by refunding his money paid on this service call. We are refunding $249.00 Check #5781 copy attached
Sincerely
[redacted]
208-522-3372