Countryside Heating & Cooling, LLC

Our furance was not working on 11/16/we called the company to come out to repair and a new part was installed (high limit switch) which we paid at the time of serivce of 218- which included the service callThen on 11/22/the furance was not working again, called for someone to come out and look at unit, they came out and stated that there was a crack in the heat exchangerAt that time *** *** told us that we would have to either put in a new furance which would cost us estimated 2100- or we could repair the heat exchanger for 900- but the furance was under warrenty with *** (2o year warranty) and the heat exchanger was covered under the warrantySo we had it replaced and paid the 900- fee on 11/23/16, the following Monday 11/28/I call *** and questioned the fee and the warranty, because I had checked into the warranty coverage with *** and they stated that it was under the year part replacement and that I should not have paid for the part and only the labor

We forwarded the warranty paperwork from *** there is no labor warrantyWe did not install the furnace there for we have no control over the labor warrantyThe installing company I'm sure had the option of paying for additional labor warranty and chose not toAs we have been a Revdex.com accredited business for years without complaint we are confused as to why the homeowner is angry with us and not the company that installed the furnaceWe done the work at a fair agreed upon price and we don't feel its right to be accused of wrong doing months after the factWe sent copies of our pricing and we gave a discount even though at 7:00pm the night before Thanksgiving we could have charged full price and I'm sure they would have accepted that to get heat for the holidayWe don't know what else we can do to make this homeowner happy

Went out for no heat on 11/16/16 replaced high limit for 153.00 and 65.00 arrival and diagnostic total of 218.00. Repairs were quoted and agreed to in advance. Returned on 11/22/16 for no heat again found high limit to be stuck open again. Upon further inspection found 2 cracked cells in heat...

exchanger. Quoted 900.00 for heat exchanger replacement to which customer authorized repair. Was 2 men there for repair. Pricing in our price book is 758.00 for replacing warranty 80% heat exchanger, and 358.00 for additional man which is needed to help hold heat exchanger in place. This totals 1116.00 and we only charged 900.00 and no 65.00 arrival charge because we were just there. Customer states they were only there 90 minutes but is not taking into account the time taken to order and pick up heat exchanger and the time to fill out warranty paperwork. we would like for this to be resolved as we have included our pricing, invoice and warranty paperwork with this response.

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Complaint: 11936622
I am rejecting this response because: Thank you for forwarding me the information since when I contacted you in regards to the fees and warranty paperwork you were not willing to give that to me at that time.  I'm still questioning the coverage for the warranty because I don't understand why if it was under warranty the heat exchanger thru [redacted] why would I still need to pay for labor? I thought that would be something that is covered with the manufacturer, because in the past when I have had other appliances with a  warranty I was not asked to pay for labor fees.  When it was explained to us the wording was stated that the cost would be $900.00 for the part and nothing was said about the labor cost or the extra cost for the  man to install.  We feel that we were taking advantage of because we were in need of this due to the weather and timing of the holiday  and was rush to make a decision. 
Regards,
[redacted]