Custom Mortgage

Revdex.com please find our response to this customers claim. In...

August 2015 we were contacted by J[redacted] to provide an estimate for a replacement HVAC system for her home in Middletown De. Upon our sales visit we reviewed our recommendations based upon our onsite review and customer provided information. We presented a proposal for our highest efficiency heater and a high seer a/c unit and coil. We also offered options for a UV light and a new gas water heater. During our sales review she explained that she lost her husband and wanted to replace the items before they became a problem as they were a number of years old. She also wanted a good price and sited other companies that charged too much for services. Our HVAC system (heater, ac, coil & parts & labor) was valued at over 11,000.00 which we priced at $9,200.00. The customer selected both of our options which came to a grand total of $11,575.00. We also corrected duct work issues and alignment issues with the heater and coil being installed on an angle.               We replaced her heater, coil, ac unit, c-pump, digital thermostat, uv light, water heater, and added vents for the high efficiency heater. The system was completed, tuned and checked out. She used the cooling and heating system without problem. On day of service call we responded in the early am within 20 min of her call to review the problem, heater shut down due to condensate pump failure. We restored her heat and told her we would return with a new pump in the afternoon as we had previous jobs scheduled and needed to get a new pump for installation. Upon our return we installed a new pump and the system was working fine. Later that evening around 11:30pm she called again with no heat and we responded within 15 minutes. Upon our review the system was out on condensate failure again. This time the pump was not broken as it had shut down on float switch “full” indication. We investigated the issue and determined that this problem had occurred and was re-occurring as a result of the following: 1.      First visit the pump was broken and was not pumping the water out 2.      The outside temperature was above freezing during the day 3.      Second visit the outside temperature was well below freezing 4.      This condition caused the condensate line to freeze up preventing the expulsion of condensate 5.      We explained this issue to her and made sure she understood that the condensate line was installed by the original contractor and the line was run in an unconditioned space without proper insulation to prevent freezing of the line 6.      I showed her a piece of the condensate line that was frozen with ice inside of it and indicated that was what caused the initial pump to fail and the second no heat condition 7.      I told her that we were concerned as to the possibility of a water leak in the ceiling or wall due to the line being ruptured by the freezing condensate in the line, and she indicated that she did not need that to happen 8.      We then installed a new condensate line from the heater room to the laundry drain, suppling material and labor on this second after hour emergency service call. Charges: Standard non-after hour call rate $150.00 plus $25.00/ 15 min and parts After hour emergency call rate $225.00 plus $35.00/15 min and parts Upon reviewing the issue with her, she got very irate insinuating that the pump should have been replaced with the system, which it was, and did not understand that the pump broke as a result of the freezing line which was installed incorrectly by her builder’s contractor. I explained the normal charge and she again got very angry and started crying and then mentioned a host of her problems in her life from doctors, meds, illness, no family and etc. I then mentioned that I had a rough month too as I lost my mother in law over Christmas and she then apologized for getting upset with me. I then asked her to just pay for a portion of the call and she agreed saying that was fair. She then asked to pay with a credit card and I said that I did not have our card reader with me. I told her I could accept cash or check and she paid with a check. Regular charge for this call should have been $175.00 plus $60.00 for the pump total of $235.00 On the second visit we were able to determine the freezing condition, as it was able to be seen due to the freezing weather conditions. We installed a new line and restarted the heater, and working fine After hour charge for this call should have been $295.00 plus $15.00 for the line and hangers The total billable charges for this issue should have been $545.00 for both service calls. We only charged her $80.00 Upon the end of our 1st visit I felt compelled to try to help her as she had so many issues she was dealing with an offered our assistance with other problems she was having in her home. I told her that I could help her with getting her garage door repaired by offering her a good garage door repair company if she needed it, and she said she would call when she felt better. Upon the end of our 2nd visit I told her that there was no charge for the call and the installation of the new condensate line and that this problem would not occur again as the line could not freeze anymore and she thanked me. In light of our efforts on two service calls, one after hours, and along with vehicle expense, parts and material, we feel that a bill of only $80.00 was more than fair. The customer simply does not understand the cause of the failure and the efforts we put forth to satisfy her issue. We do not appreciate her accusing Wright Design of some kind of money issue (asking for cash) which we did not do. Additionally we are disappointed as to her indicating that she is concerned for other customers and that we don’t do this to anyone else. Not sure what we did that was so wrong, we were simply trying to take care of the customer as our reputation is very important and since 1988 we have only had one other minor incident, which we addressed and had a positive outcome in Wright Design’s favor. Best Regards; [redacted] President, Wright Design Inc. 302-378-7763 [email protected]