D-Air Conditioning Retail Store #2

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
1. As we first complained about the problem, when we turn on one of the unit, it's not getting cooler at all. But when they came to check it, they turned on both air conditioners to test them and they seemed working perfectly . But we found the problem is when both machines are on, they work fine, but each individual machine won't produce cool at all. After we found the real problem early August, my wife sent messages to ***, the owner of D-air, my wife called them every week, and we even went to one of their store to report the problem times. They always said will send someone to fix it but never did My wife called on Sept 12, and 14, to tell them if them don't assign technician by 16th, we should hire some other company. So, we called Service Champion and they came fixed the problem. The total charge was $272, and it's just wiring mistake by the original installer. So we think D-air should pay for the repairing. BTW, the technician who repaired our air conditioners named Steven from Service Champion, Jim Dotson (his number:714- 240-is manager of Service Champion he can help to explain what they did on repairing
Regards,
*** ***

We would like to respond to the customer's complaint with the following statement:Customer claim about labor warranty was misleading. At the time of the complaint, it was past the 1 year labor warranty period. Prior to this incident, the customer reported issues with their system 3 times and we sent...

out a technician to investigate and fix the problems on the 3 incidents.1. The first incident was related to the thermostat. The customer did not know how to use their thermostat and our office technician guided them through the process. This incident was quickly resolved with a walk through.2. The second set of complaints from the customer was that the air conditioner was not cool enough. This occurred 3 times and we sent out our technicians to look a the problem. The owner was there during all of our visits and he even clarified that everything was working.3. The third complaint from the customer was that the house was not cool enough with one system on. We had calculated the thermal loads of the house and installed 2 air conditioning systems for the house. Base on the size of the house, they needed to have both systems running to adequately heat and cool their home. After receiving this complaint, we suggested that the customer have both systems on which is recommended base on the size of their house (it was a large 2 story house).At the time of the customer's third complaint, we were in our peak season. We had already diagnosed the customer's problems with our technicians 3 times prior and all 3 times there was not an issue. They just needed to turn both systems on. Furthermore, at the time of the customer's third complaint it was beyond our 1 year warranty. As a company, our policy is not to accept service calls that is not part of our warranty during the peak summer season. As stated above, we went above and beyond to help to customer and his claims are unwarranted.