Cook Jeep Chrysler, Inc.

I am rejecting this response because: After thermostat was installed the heat system hasn't worked correctly in heat mode.There are reasons for concern due to the following information, we were told that this thermostat never had a outdoor sensor on the heat pump on numerous occasions by the technician but in fact we did and he installed it! He also used a existing screw taken off of heat pump to fasten only halfway because it was to bigThe thermostat wasn't programmed correctly due to not realizing he installed the sensorI was then told by the owner to program myself even though I paid to have it done I also found that a blue wire is used to wire O terminal at the heat pump unit and at the furnace there is a blue wire attached to a orange leading me to question if technician hooked up thermostat correctly especially in view of previous issues I have also been told by numerous other reputable contractors that you absolutely can wire up the furnace to come on when heat pump is in defrost mode ,regardless I would like my heating system to work correctly as it did before work was done or refund my money At this point I would like my heat to work correctly so I can elimate the extra cost of secondary heat or just refund the money I paid
Regards,
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The complaint number [redacted] has been settled with the customer. Mr. [redacted] has returned the thermostat and outdoor sensor on February 15, 2017. We have refunded the total amount of invoice [redacted] in the amount of $395.23 with check number [redacted].Please make the necessary changes to this complaint.Thank you for your help.Sincerely,Ed P[redacted]

2/3/2017To whom it may concern,This is my response to complaint number [redacted].[redacted] is the son in-law of our salesman [redacted]. Tom advised his daughter and [redacted] in September that their existing Dual Fuel control board was bad and that it was no longer available. [redacted] told them that a new...

[redacted] Dual Fuel thermostat could be used but that it would operate slightly different then the current configuration. The operation of the old control board would allow the heat pump to turn on the gas(LP) furnace when the heat pump was in defrost. The new thermostat does not control the defrost. Therefore, for the duration of the defrost cycle the vents would blow out cold air. [redacted] stopped by our office last week. We talked about the operation of the thermostat and he said that we should have installed a wire from the heat pump to the furnace to activate the furnace during defrost, he said that he called [redacted] and they told him that. I explained to him that we do not recommend doing that because it could cause damage to the heat pump. I also explained to him that I have the same set-up at my house. I told him that I would call [redacted]. I talked with tech support at [redacted] and they said that they would not connect that wire. I also contacted one of our heat pump manufactures and their tech support said not to hook up that wire, because it could cause damage to the heat pump.[redacted] also told me that the outdoor temperature was no longer being displayed on the thermostat. He had the thermostat book with him so we went through the settings. I told him that if the setting was turned off for the sensor then he would have to turn it on. If it was already set to on then he should call me, because the temperature sensor could be bad or not connected. I did not hear from him until this complaint.The thermostat and the wiring at the time of the thermostat installation was working as designed. I would need more detail to the incorrect wiring that his is talking about. I would be more than willing to go through the settings of the thermostat and the wiring to make sure that it hasn't been change since we installed it. Since we have not been there in several months, it's also possible that there could be a problem with their furnace and/or heat pump which would be a separate issue from the thermostat. Sincerely,Ed P[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]