Jarboe's is a company built on customer service and trustAccording to our records, months after installation of the Carrier Heat Pump System, on June 28, 2013, we received a phone call stating the heat pump, when called for cooling, would start and then shut off right awayWe sent a service technician to diagnose the warranty issue and found the system was overcharged with R-410A (this is typical with a installation completed in the winter)Six months later, January 2014, we received a call stating there was a grinding noise in the heat pumpWe sent a service technician for this warranty call; the technician observed operation of the system, listening for any unusual noise, checked amp draws and watched through entire cycle including defrost cycleNoise being heard is most likely the defrost cycle which is operation for a heat pumpThe following month the client was still hearing the noise and we sent the installation manager, previous owner of the company, to the home to evaluateAt this time it was agreed upon to replace the defrost circuit board, sensor, crankcase heater and install compressor sound jackets per Carrier, under warrantyWe completed this warranty repair on February 24, This has been the last communication we have receivedWe apologize you are having an issue and would be happy to send a service technician to the home to diagnose the issueIn review, we have not had a service call or required maintenance from this homeowner since February 24, This does not warrant a replacement of a new unitWe would be happy to send a service technician to the home to diagnose the clicking noise being heard by the homeowner
MrM [redacted] has lost his father unexpectedly and is unavailable at this time, this is why there has not been a response from himPlease be patient as I research the issue
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowThis response does not address the issues we have had with Jarboe's You state that David K [redacted] came out and recommended some items to be replaced which we did, the UV light did not work and has never worked we requested a refund which we did not receive Satisfaction guaranteed is what we where told and it is advertised everywhere WE ARE NOT SATISFACTIED! This is where the beginning of all the problems started MrK [redacted] came out to our home for a routine check and did not give us a complete check up Our furnace began not working properly shortly after his inspection, he never went outside the house to look at the heat pump If he had done his job in the first place we would not be in the situation we are in When MrB [redacted] came out two weeks later he told us that the unit was leaking all over and that anyone who looked at it should have seen this and confronted MrK [redacted] and he admitted he did not go outside MrM [redacted] got involved and we where told it was Jarboes mistake and he would make take care of it What does we will take care of it mean??? We where under the impression that it meant Jarboes would pay for the repair and that if it did not work that we would replace unit if necessary We took you by your word...never thinking we would taking advantage of We never had any paper work starting this was at our cost All calls were under the understanding that you were going to make it right This is totally not acceptable behavior on Jarboes part Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] This response is totally untrueWe have provided photos to this company showing the faulty installation which shows the drip pan was installed improperly as well as documentation that this furnace has been maintained regularly since it was installedThe only reason we found out it was not put in properly was because it did clog this year and the drip pan did not act as the fail safe it was supposed to be because the pan is installed wrong and it is worthless for this reasonWe were only asking this company to put the pan in correctlyWe were not even asking them to pay for the resulting damages of the failure of the poor workmanshipThey stated to us that they only deal with insurance companiesWe chose to pay for the damages ourselves - so there is no insurance company involvedThis company is totally dishonest and they have no integrity and very poor customer serviceWe have documentation to support our claimsThe company has received these documents from usMy internet is down at the moment but I can provide to the Revdex.com a copy of all of these upon request
Williams Comfort Air is a company based on trust and customer serviceAccording to our records, Williams Comfort Air was contracted by [redacted] to complete a new construction installation of the entire HVAC system and bath fans for the property located at [redacted] ***The contract was signed on April 22, Our new construction installation come with a year manufacturer parts and one year labor warrantyThis information was relayed to the client at time of service on June 1st, Williams Comfort Air is an up-front, book pricing companyWe charge by the job not by the hourWe use an industry standard book pricing for all our tasks that we relay to the client up-front for their acceptance of the repair cost prior to any work being performedThe part was ordered and the pricing agreed upon prior to our ordering and installationWilliams Comfort Air would not have installed the part to have their home cooling without their consent and knowledge of the charge
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below When I signed the service order I was under the assumption that the replaced part needed to be returned to Carrier for creditAfter Carrier authorized the return I would be reimbursed for the part but charged for the laborI think that $for a service call is way out of line for about minutes of workAs the Service Tech lives in Greenfield, he was on his way home and I was the last call for the dayIt wasn't like he had to drive to Greenfield, do the service and then return back to CarmelWilliams advertises Furnace Tune up for as little as $On April I paid Williams Comfort Air $for a Spring Air conditioner Service callI know that this didn't take as much time as the part replacement but paying times more for essentially the same thing does not seem right to me Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I disagree with their response for the following reasons: (1) As previously stated, the unit was installed incorrectly in that, per their admission, the unit was placed on the ground when it should have been placed off the ground (2) The noise started way before I even called them; however, I didn't call because I ignored the noise until my neighbor informed me it should not be making the noise and he advised me to contact the company The company states I waited six months to contact them and this is incorrect I made numerous calls before finally getting someone to return my call (the company said they never received my prior messages; however, I had spoken with a "lady" who promised to relay the messages each time, which were ignored, obviously (3) I believe it's unfair that the company would expect me to accept them "putting bandages" on a unit that was purchased new but with obvious defects -- rather than replacing this unit (4) When I finally did speak with "management" who came to my home, I stressed then that I felt the unit should be replaced By the way, they failed to mention that when they came to my home the system was covered with ice so they suggested that I run it on "emergency heat." Is this a natural occurrence? Again, the unit is faulty For this being a new unit, I feel I've had too many problems with it and the problems started months after the installation (5) The company said they have had no further calls/contact with me -- this is untrue I left that manager two messages but my calls were not returned; (6) As far as contacting them for service, I have no faith in this company and I have no faith in the unit A brand new unit, that I paid very good money for, should not be having this many issues -- before the unit was even a year old; (7) They say the unit is only exhibiting problems/noise in air condition mode This is also untrue The unit is also grinding/making funny noises (that wake me up at night) in the heating mode, which is what finally caused me to write to the Revdex.com (and after they stopped returning my calls) (8) The prior unit was also a heat pump They said it's for a heat pump to make noise The old unit didn't Am I to understand the life expectancy of their units are very short? I feel this company sold me a faulty unit and is treating me unfairly and is trying to do everything but the right thing, which is to replace this unit I also feel they are attempting to take advantage of a senior citizen who is a female To conclude, they either need to refund me my money so that I may find a reputable company to replace the unit or they should replace it If you need a statement from my neighbor (a home owner and a business owner), I'm sure he will be more than happy to supply his take on this situation and what he has witnessed with this unit I am very vexed with this company and the treatment I have received from them I'm a very unhappy and unsatisfied customer Thank you Regards, [redacted]
Jarboe's is a company built on trust and customer serviceOur records indicate that we were called due to the year old HVAC unit running constantlyOur technician found an issue with the condenser coil, quoted the price but highly recommended replacing the system due to the condition and age of the unitWe did not know what other issues would be found once the coil was replaced and the unit up and runningThe service manager, Dave, also called to explain there may be other issuesThe [redacted] 's insisted on only replacing the coilOnce the coil was replaced, we then found a leak in the accumulator and had to replaceAgain the service manager called and suggested replacement of the unit instead of continually replacing partsThe [redacted] 's declinedIn conclusion, the [redacted] s were forewarned many times the parts replacement may not solve the issue and a new unit was recommended by both the licensed technician as well as the service managerWe did the right thing by explaining all options, the [redacted] 's chose to replace the partsNo refund will be givenWe would be happy to put some of the money spent toward a new unit
MrPlumber was at this home on August 18th, and "found no evidence of sewage in the sump pit but found battery basump pump not working." A new battery bawas quotedThis was declinedOn October 12, a plumber was dispatched to the home due to sewage backing up in his homeA drain technician was also dispatchedThe drain technician ran his drain cable feet in a line with major buiof grease and didn't remove blockageOn October 13, 2017, Mr [redacted] called stating he was not paying for damages caused by sewage in his home due to the August 18th visit from MrPlumberMr [redacted] was told many times that morning to contact his homeowner's insurance company as MrPlumber was not responsibleIn the afternoon of October 13, 2017, MrPlumber dispatched a plumber and drain technician with a large jetting machine to clear the grease form Mr***'s lineMr [redacted] refused to sign paperwork stating the jetter may cause damage in the home prior clearing the line and we can not tell if the water will go into the home prior to forcing it outDue to Mr [redacted] refusing to sign, we were unable to perform the task needed to clear the lineMrPlumber received many phone calls from Mr [redacted] regarding the situationA plumbing manager, Anton, called Mr [redacted] back explaining again the jetter and Mr [redacted] hung up the phone on AntonIn conclusion, Mr [redacted] needs to contact his homeowner's insurance company for his issue in his home
Jarboe's will do what it takes to make the system right; however, since we have not been to the home since February 2014, we have not known of any issues since replacing the parts under warrantyWe must have a technician go to the home to find the issues the client is talking aboutBelow is the response to the numbers on the rejection:Regarding the unit being placed on the ground: In 2012, Kentucky code did not require a heat pump to be placed on legsWe removed a heat pump and replaced with new in the same spotRegarding the noise: I apologize you did not feel the need to call when the noise started and you felt ignoredNot our intentions and we did return to the home for this issueRegarding "putting bandages:" We had a Carrier representative at the home to make this rightWe replaced the parts he recommended under warrantyRegarding ice: There are many things that could cause this, including a plugged filter, which is why an all electric home with a heat pump has an emergency heat setting to ensure a home can be heated during a time like thisThis does not mean the unit is faultyRegarding no contact: I apologize we do not have record of any calls after February 24, Regarding no further contact from the client: If we do not know there is an issue, we cannot address the issue.7. Regarding noise in AC mode: The unit was in heating mode when we were contacted by the client and replaced the parts under warrantyRegarding heat pumps making noise: All heat pumps have a defrost cycle, this cycle can sometimes be louder than normal operation of the unitTo conclude: We have not had any knowledge of issues with the unit since February 24, If we do not know of an issue, we cannot correct itWe are happy to make this right but feel it is unfair to expect a new unit or refund after not hearing from the client for over a yearPlease allow us to diagnose the issues you are stating is happeningWe have to have the opportunity to make it right by checking the system with a licensed, journey technician employed by Jarboe'sWe want to make this right and wish we would have heard about this much sooner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
At this point, no matter what I say, this company will have their excuse for it and there appears to be nothing the consumer can do. If the company manager, who's phone number he provided me the first time he visited, will no longer return my calls -- what am I expected to do? As previously stated, it did me no good to contact the company phone -- as my calls appears to have been "lost". I don't think it's unheard of nor unfair to expect something this expensive -- that had issues at the beginning -- to be replaced. This was a new unit that was paid for with good, hard earned money and purchased in good faith. It needs to be replaced rather than having the company to continue coming to my home and putting bandages on any/all new problems that arise.If the shoe was on the other foot and it was in one of their homes, they would feel the same. I know nothing of installation regulations -- I was told by the manager that visited my home that the technician should NOT have placed the unit on the ground -- that's all I can go by. Is this company so hard up that they would rather cheat me than replace this bad unit. Anyone who buys something for over $5,would expect more than a bandage when the purchase was faulty and my expectation is that the unit be replaced -- not "fixed". I have no faith that this unit will last me; thus, in a few years it, more than likely, will need to be replaced yet again. I am a single senior citizen and don't have that kind of money just lying around.Why won't this company do what is right by me? The so called "warranty" is not the issue here -- it's that they installed a bad unit. Replace the unit! I would hazard to guess this is not the first issue this company has had with their product
Regards,
*** ***
Good afternoon, ***I want to ensure you that Williams Comfort Air is dedicated to quality and ethical customer serviceI apologize that you did not receive the highest level of serviceWe will be cancelling the maintenance plan and refunding the $paid for the agreementIf you have any
questions or additional comments, please feel free to contact me, Nathan M***, at 317-660-4916.Thank you,Nathan M***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***
Thomas & Galbraith is a company built on trust and customer serviceWe sincerely apologize for not addressing the blower motor and wheelWe are refunding the credit card used to pay for the serviceWe hope to have the opportunity to once again earn your trust
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Everything Willams said is true, but their findings were not correct,,,it was a part on the evaporator coil, the copper pipe going into the furnace by the coilalso when the frost melted on the coil, he never left the house to wait for it to melt but kept running back and forth, he came to me and said the capasitor just went out, that was not true the heat pump was still running and cooling...but he told me if its not changed it will cause the compressor to go out...how should I know that was not the truth..the capasitor acts like a battery, if it goes out so does the compressor, and IT WAS WORKING...the capsitor had a date on it of 7/2014..it was only years old, yes it had some rust on it, when I asked to see it,,but only in two small spots..but it was still working...we had a company come out and fix it coil problem and nothing else is wrong with it...yes I singed a paper but not being an expert on heat pump I took this young mans word that he knew what he was doing...he never did a tune up, said he couldn't with the frost on the coil..but charged me for one anyway
Regards,*** ***
Williams Comfort Air sincerely apologizes you have received advertisementsWe have confirmed your name and address are in our Do Not Mail and Do Not Contact databaseYou should not receive anymore personally addressed advertisements from us
Williams Comfort Air is a company based on trust and customer servicePrior to this complaint, we had reached out to the Revdex.com regarding this issue that was brought before usWe contacted the client to state we were having the Revdex.com review our adWe will comply with the advertising code set forth by
the Revdex.com
Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedRegards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to meI don’t expect WCA to admit any unethical activity, however my four points laid out in my original response were not really answered and my suggestion of making Carrier aware of this complaint still standsThey should at least give the proper training to their distributors sales personnel around what their new build warranty actually is and train the service personnel to check whether parts are under warranty before they provide the quotes to their customers.Its also been days since I received this response and I have not yet seen any credit to my card as was suggested they would do I’ll be satisfied with those outcomes
Regards,
*** ***
Jarboe's is a company built on customer service and trustAccording to our records, months after installation of the Carrier Heat Pump System, on June 28, 2013, we received a phone call stating the heat pump, when called for cooling, would start and then shut off right awayWe sent a service technician to diagnose the warranty issue and found the system was overcharged with R-410A (this is typical with a installation completed in the winter)Six months later, January 2014, we received a call stating there was a grinding noise in the heat pumpWe sent a service technician for this warranty call; the technician observed operation of the system, listening for any unusual noise, checked amp draws and watched through entire cycle including defrost cycleNoise being heard is most likely the defrost cycle which is operation for a heat pumpThe following month the client was still hearing the noise and we sent the installation manager, previous owner of the company, to the home to evaluateAt this time it was agreed upon to replace the defrost circuit board, sensor, crankcase heater and install compressor sound jackets per Carrier, under warrantyWe completed this warranty repair on February 24, This has been the last communication we have receivedWe apologize you are having an issue and would be happy to send a service technician to the home to diagnose the issueIn review, we have not had a service call or required maintenance from this homeowner since February 24, This does not warrant a replacement of a new unitWe would be happy to send a service technician to the home to diagnose the clicking noise being heard by the homeowner
MrM [redacted] has lost his father unexpectedly and is unavailable at this time, this is why there has not been a response from himPlease be patient as I research the issue
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowThis response does not address the issues we have had with Jarboe's You state that David K [redacted] came out and recommended some items to be replaced which we did, the UV light did not work and has never worked we requested a refund which we did not receive Satisfaction guaranteed is what we where told and it is advertised everywhere WE ARE NOT SATISFACTIED! This is where the beginning of all the problems started MrK [redacted] came out to our home for a routine check and did not give us a complete check up Our furnace began not working properly shortly after his inspection, he never went outside the house to look at the heat pump If he had done his job in the first place we would not be in the situation we are in When MrB [redacted] came out two weeks later he told us that the unit was leaking all over and that anyone who looked at it should have seen this and confronted MrK [redacted] and he admitted he did not go outside MrM [redacted] got involved and we where told it was Jarboes mistake and he would make take care of it What does we will take care of it mean??? We where under the impression that it meant Jarboes would pay for the repair and that if it did not work that we would replace unit if necessary We took you by your word...never thinking we would taking advantage of We never had any paper work starting this was at our cost All calls were under the understanding that you were going to make it right This is totally not acceptable behavior on Jarboes part Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] This response is totally untrueWe have provided photos to this company showing the faulty installation which shows the drip pan was installed improperly as well as documentation that this furnace has been maintained regularly since it was installedThe only reason we found out it was not put in properly was because it did clog this year and the drip pan did not act as the fail safe it was supposed to be because the pan is installed wrong and it is worthless for this reasonWe were only asking this company to put the pan in correctlyWe were not even asking them to pay for the resulting damages of the failure of the poor workmanshipThey stated to us that they only deal with insurance companiesWe chose to pay for the damages ourselves - so there is no insurance company involvedThis company is totally dishonest and they have no integrity and very poor customer serviceWe have documentation to support our claimsThe company has received these documents from usMy internet is down at the moment but I can provide to the Revdex.com a copy of all of these upon request
Williams Comfort Air is a company based on trust and customer serviceAccording to our records, Williams Comfort Air was contracted by [redacted] to complete a new construction installation of the entire HVAC system and bath fans for the property located at [redacted] ***The contract was signed on April 22, Our new construction installation come with a year manufacturer parts and one year labor warrantyThis information was relayed to the client at time of service on June 1st, Williams Comfort Air is an up-front, book pricing companyWe charge by the job not by the hourWe use an industry standard book pricing for all our tasks that we relay to the client up-front for their acceptance of the repair cost prior to any work being performedThe part was ordered and the pricing agreed upon prior to our ordering and installationWilliams Comfort Air would not have installed the part to have their home cooling without their consent and knowledge of the charge
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below When I signed the service order I was under the assumption that the replaced part needed to be returned to Carrier for creditAfter Carrier authorized the return I would be reimbursed for the part but charged for the laborI think that $for a service call is way out of line for about minutes of workAs the Service Tech lives in Greenfield, he was on his way home and I was the last call for the dayIt wasn't like he had to drive to Greenfield, do the service and then return back to CarmelWilliams advertises Furnace Tune up for as little as $On April I paid Williams Comfort Air $for a Spring Air conditioner Service callI know that this didn't take as much time as the part replacement but paying times more for essentially the same thing does not seem right to me Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I disagree with their response for the following reasons: (1) As previously stated, the unit was installed incorrectly in that, per their admission, the unit was placed on the ground when it should have been placed off the ground (2) The noise started way before I even called them; however, I didn't call because I ignored the noise until my neighbor informed me it should not be making the noise and he advised me to contact the company The company states I waited six months to contact them and this is incorrect I made numerous calls before finally getting someone to return my call (the company said they never received my prior messages; however, I had spoken with a "lady" who promised to relay the messages each time, which were ignored, obviously (3) I believe it's unfair that the company would expect me to accept them "putting bandages" on a unit that was purchased new but with obvious defects -- rather than replacing this unit (4) When I finally did speak with "management" who came to my home, I stressed then that I felt the unit should be replaced By the way, they failed to mention that when they came to my home the system was covered with ice so they suggested that I run it on "emergency heat." Is this a natural occurrence? Again, the unit is faulty For this being a new unit, I feel I've had too many problems with it and the problems started months after the installation (5) The company said they have had no further calls/contact with me -- this is untrue I left that manager two messages but my calls were not returned; (6) As far as contacting them for service, I have no faith in this company and I have no faith in the unit A brand new unit, that I paid very good money for, should not be having this many issues -- before the unit was even a year old; (7) They say the unit is only exhibiting problems/noise in air condition mode This is also untrue The unit is also grinding/making funny noises (that wake me up at night) in the heating mode, which is what finally caused me to write to the Revdex.com (and after they stopped returning my calls) (8) The prior unit was also a heat pump They said it's for a heat pump to make noise The old unit didn't Am I to understand the life expectancy of their units are very short? I feel this company sold me a faulty unit and is treating me unfairly and is trying to do everything but the right thing, which is to replace this unit I also feel they are attempting to take advantage of a senior citizen who is a female To conclude, they either need to refund me my money so that I may find a reputable company to replace the unit or they should replace it If you need a statement from my neighbor (a home owner and a business owner), I'm sure he will be more than happy to supply his take on this situation and what he has witnessed with this unit I am very vexed with this company and the treatment I have received from them I'm a very unhappy and unsatisfied customer Thank you Regards, [redacted]
Jarboe's is a company built on trust and customer serviceOur records indicate that we were called due to the year old HVAC unit running constantlyOur technician found an issue with the condenser coil, quoted the price but highly recommended replacing the system due to the condition and age of the unitWe did not know what other issues would be found once the coil was replaced and the unit up and runningThe service manager, Dave, also called to explain there may be other issuesThe [redacted] 's insisted on only replacing the coilOnce the coil was replaced, we then found a leak in the accumulator and had to replaceAgain the service manager called and suggested replacement of the unit instead of continually replacing partsThe [redacted] 's declinedIn conclusion, the [redacted] s were forewarned many times the parts replacement may not solve the issue and a new unit was recommended by both the licensed technician as well as the service managerWe did the right thing by explaining all options, the [redacted] 's chose to replace the partsNo refund will be givenWe would be happy to put some of the money spent toward a new unit
MrPlumber was at this home on August 18th, and "found no evidence of sewage in the sump pit but found battery basump pump not working." A new battery bawas quotedThis was declinedOn October 12, a plumber was dispatched to the home due to sewage backing up in his homeA drain technician was also dispatchedThe drain technician ran his drain cable feet in a line with major buiof grease and didn't remove blockageOn October 13, 2017, Mr [redacted] called stating he was not paying for damages caused by sewage in his home due to the August 18th visit from MrPlumberMr [redacted] was told many times that morning to contact his homeowner's insurance company as MrPlumber was not responsibleIn the afternoon of October 13, 2017, MrPlumber dispatched a plumber and drain technician with a large jetting machine to clear the grease form Mr***'s lineMr [redacted] refused to sign paperwork stating the jetter may cause damage in the home prior clearing the line and we can not tell if the water will go into the home prior to forcing it outDue to Mr [redacted] refusing to sign, we were unable to perform the task needed to clear the lineMrPlumber received many phone calls from Mr [redacted] regarding the situationA plumbing manager, Anton, called Mr [redacted] back explaining again the jetter and Mr [redacted] hung up the phone on AntonIn conclusion, Mr [redacted] needs to contact his homeowner's insurance company for his issue in his home
Jarboe's will do what it takes to make the system right; however, since we have not been to the home since February 2014, we have not known of any issues since replacing the parts under warrantyWe must have a technician go to the home to find the issues the client is talking aboutBelow is the response to the numbers on the rejection:Regarding the unit being placed on the ground: In 2012, Kentucky code did not require a heat pump to be placed on legsWe removed a heat pump and replaced with new in the same spotRegarding the noise: I apologize you did not feel the need to call when the noise started and you felt ignoredNot our intentions and we did return to the home for this issueRegarding "putting bandages:" We had a Carrier representative at the home to make this rightWe replaced the parts he recommended under warrantyRegarding ice: There are many things that could cause this, including a plugged filter, which is why an all electric home with a heat pump has an emergency heat setting to ensure a home can be heated during a time like thisThis does not mean the unit is faultyRegarding no contact: I apologize we do not have record of any calls after February 24, Regarding no further contact from the client: If we do not know there is an issue, we cannot address the issue.7. Regarding noise in AC mode: The unit was in heating mode when we were contacted by the client and replaced the parts under warrantyRegarding heat pumps making noise: All heat pumps have a defrost cycle, this cycle can sometimes be louder than normal operation of the unitTo conclude: We have not had any knowledge of issues with the unit since February 24, If we do not know of an issue, we cannot correct itWe are happy to make this right but feel it is unfair to expect a new unit or refund after not hearing from the client for over a yearPlease allow us to diagnose the issues you are stating is happeningWe have to have the opportunity to make it right by checking the system with a licensed, journey technician employed by Jarboe'sWe want to make this right and wish we would have heard about this much sooner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
At this point, no matter what I say, this company will have their excuse for it and there appears to be nothing the consumer can do. If the company manager, who's phone number he provided me the first time he visited, will no longer return my calls -- what am I expected to do? As previously stated, it did me no good to contact the company phone -- as my calls appears to have been "lost". I don't think it's unheard of nor unfair to expect something this expensive -- that had issues at the beginning -- to be replaced. This was a new unit that was paid for with good, hard earned money and purchased in good faith. It needs to be replaced rather than having the company to continue coming to my home and putting bandages on any/all new problems that arise.If the shoe was on the other foot and it was in one of their homes, they would feel the same. I know nothing of installation regulations -- I was told by the manager that visited my home that the technician should NOT have placed the unit on the ground -- that's all I can go by. Is this company so hard up that they would rather cheat me than replace this bad unit. Anyone who buys something for over $5,would expect more than a bandage when the purchase was faulty and my expectation is that the unit be replaced -- not "fixed". I have no faith that this unit will last me; thus, in a few years it, more than likely, will need to be replaced yet again. I am a single senior citizen and don't have that kind of money just lying around.Why won't this company do what is right by me? The so called "warranty" is not the issue here -- it's that they installed a bad unit. Replace the unit! I would hazard to guess this is not the first issue this company has had with their product
Regards,
*** ***
Good afternoon, ***I want to ensure you that Williams Comfort Air is dedicated to quality and ethical customer serviceI apologize that you did not receive the highest level of serviceWe will be cancelling the maintenance plan and refunding the $paid for the agreementIf you have any
questions or additional comments, please feel free to contact me, Nathan M***, at 317-660-4916.Thank you,Nathan M***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***
Thomas & Galbraith is a company built on trust and customer serviceWe sincerely apologize for not addressing the blower motor and wheelWe are refunding the credit card used to pay for the serviceWe hope to have the opportunity to once again earn your trust
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Everything Willams said is true, but their findings were not correct,,,it was a part on the evaporator coil, the copper pipe going into the furnace by the coilalso when the frost melted on the coil, he never left the house to wait for it to melt but kept running back and forth, he came to me and said the capasitor just went out, that was not true the heat pump was still running and cooling...but he told me if its not changed it will cause the compressor to go out...how should I know that was not the truth..the capasitor acts like a battery, if it goes out so does the compressor, and IT WAS WORKING...the capsitor had a date on it of 7/2014..it was only years old, yes it had some rust on it, when I asked to see it,,but only in two small spots..but it was still working...we had a company come out and fix it coil problem and nothing else is wrong with it...yes I singed a paper but not being an expert on heat pump I took this young mans word that he knew what he was doing...he never did a tune up, said he couldn't with the frost on the coil..but charged me for one anyway
Regards,*** ***
Williams Comfort Air sincerely apologizes you have received advertisementsWe have confirmed your name and address are in our Do Not Mail and Do Not Contact databaseYou should not receive anymore personally addressed advertisements from us
Williams Comfort Air is a company based on trust and customer servicePrior to this complaint, we had reached out to the Revdex.com regarding this issue that was brought before usWe contacted the client to state we were having the Revdex.com review our adWe will comply with the advertising code set forth by
the Revdex.com
Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedRegards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to meI don’t expect WCA to admit any unethical activity, however my four points laid out in my original response were not really answered and my suggestion of making Carrier aware of this complaint still standsThey should at least give the proper training to their distributors sales personnel around what their new build warranty actually is and train the service personnel to check whether parts are under warranty before they provide the quotes to their customers.Its also been days since I received this response and I have not yet seen any credit to my card as was suggested they would do I’ll be satisfied with those outcomes
Regards,
*** ***