Custom Aire Heating & Cooling, Inc

Review: Purchased [redacted] system 4/6/2012 and it stopped cooling 8/8/2013. Called when it stopped the office was closed no emergency number for after hours. been without air in 95 degree weather call Monday morning at opening 8:00a person said they would call back no return call. I called them back at 12:00pm and there response was they might be able to have someone come out by Wednesday because we are to far out which would be 5 days from when it stopped working but that didn't matter when we they wanted us to purchase there product from there company. Can't have someone else look at it because of the warranty. So this I consider very poor customer service.Desired Settlement: To do what they advertise and have reliable fast service because there customer are important.

Business

Response:

Respondent Statement:

[redacted] first contacted (Owner) **.[redacted] personal cell phone on Saturday evening August 10, 2013. After receiving a voice mail from [redacted] stating her ac was not working, her voice mail was forwarded to the office to schedule for service. A return call was made to [redacted] on Sunday August 11, 2013 from **. [redacted]. His attempt to contact turned negative results, and a voice mail was left asking for a return call if our services were still needed. Monday morning August 12, 2013 contact was made with [redacted] who was very upset with not having ac for a few days. She became hard to talk to on the phone after being explained that our first available call for service would be on Thursday August 15, 2013. At that time it was explained to [redacted] that we at Custom Aire would love to service her system, however as explained to her at the time of sale, we at Custom Aire cover all parts and labor repairs for the first 12- months. This is an unconditional warranty we give all of our customers. After the first 12- months a service contract would have to be purchased in order to have priority/ emergencey service call-out. At the time of this complaint, [redacted] had no purchased a service contract, Custom Aire is in no way obligated under any warranty or contract to service [redacted] heat pump system after the first 12- months. [redacted] does have a comfort plan contract with [redacted] on her heat pump system. She was mailed a card with cr and is free to call my [redacted] company of her choice. We at Custom Aire value **. & [redacted] as a customer, and we exhausted all attempts to correct this issue and feel this complaint is in no way warranted or founded.

Thank you,

Owner

Custom Aire Heating & Cooling Inc