Distinct Wood Flooring Inc.

We went out on 11/17/and found the fan motor on the out door heat pump was not working properly. We ordered a new fan motor and returned on 11/28/to install the new fan motor. We checked on the warranty status of the fan motor and found the motor to be under warranty. Even
though we were not the installing contractor for the heat pump originally we decided to honor the warranty. We were once again contacted by Mr*** on 12/and were told the heat pump was not working properly. We returned to find the temperatures and pressures were not correct. We added freon to achieve the proper operating temperatures and pressures. The bill for this was $153.56We were contacted on 12/and returned to check the operation of the heat pump. It was working properly for the minutes we were there. We did not charge for this callWe were contacted on 12/and returned the check the operation of the heat pump. We found the defrost control was bad. We ordered a new defrost control and returned to install it. the bill for this was $55.00. We did not charge for the part (Under warranty) and did not charge a trip charge.We were contacted on 1/and returned to check the operation of the heat pump. We found the heat pump was not going into defrost. We thought the issuI e was a temperature sensor. We ordered the sensor but apparently the distributor lost the order. Also during this time, out lead service technician was having medical issues and ended up having surgery to correct. We did not charge for this callMr *** called and told us to forget about returning that he would call someone else. I understand his frustration and I understand his decision to contact another companyMr *** came into my office and told me that the defrost control that we ordered was not the exact replacement part for the heat pump, that the distributor had sent us a control board that would work on this unit but was the exact one. We ordered the part based upon the model and serial number and expected the exact replacement part. When we received the part, we replaced wire for wire from the old control to the new control. (That's why we order the exact replacement parts)According to Mr ***, the other HVAC company had to call in the factory representative to find the problem with the heat pump.I offered Mr *** a credit for all of the time and material we had in the job after the installation of the fan motor and he informed me that was not enough.I feel very confident, that if our technician had not had medical issues, we would have contacted the factory representative also and came to the same conclusion and would not have charged Mr *** any additional amounts since he had been so patient with us. Mr *** decided to call another company in to resolve the issue, and, while I do understand his frustration, I do not think I owe for the invoice from the other company.Hopefully cooler heads will prevail and we can come to an agreement that both parties will deem appropriate

I am rejecting this response because:I HAVE ADDED SOME ATTACHMENTS OF THE BILL I RECEIVED FROM [redacted]G FOR THEIR FOLLOW UP WORK HOPE YOU RECEIVE THEM. AFTER READING N.E.W'S RESPONSE I DIDN'T REALIZE CARRIERS FACTORY WARRANTY WAS AT THE MERCY OF THE DEALER- THE COMPANY I REPLACED THEM WITH SELLS YORK EQUIPMENT AND THEY HAD NO ISSUES WITH HONORING MY PARTS WARRANTY.ONE OF THE ITEMS I SENT IS A PICTURE OF THE PUMP WHEN IT WOULD FROST/FREEZE OVER IT SEEMED ONLY TO DO IT WHEN CERTAIN TEMP AND HUMIDITY CONDITION WHERE MEET.THIS PIC. AND OTHERS INCLUDING A VIDEO WERE SHOWN TO THE TECHS.TRYING TO EXPLAIN MY PROBLEM. THEY AGREED IT WAS A ONGOING PROBLEM THAT'S WHY I WAS NOT CHARGED ADDITIONAL SERVICE CALLS AND IT WOULD BE HARD TO TRACE UNLESS THE UNIT DID IT WHILE THEY WERE HERE. ON CALL 1/11 I CONTACTED THEIR OFFICE AND INFORMED THEM THE UNIT WAS STARTING TO FREEZE UP AND IF THEY COULD SEND SOMEONE THAT DAY HE WOULD SEE IT FOR THEMSELF.THEY CAME AND CHECKED EVERYTHING AND DECIDED IT "MIGHT" BE THE TEMP SENSOR THE TECH SAID THEIR MIGHT BE ONE AT THE SHOP IF SO HE WOULD RETURN THAT DAY AND REPLACE IT IF NOT HE WOULD ORDER ONE.LAST I HEARD FROM THEM-I STOPPED IN TWICE TO CHECK ON PART WAS TOLD IT WOULD GET THERE WHEN IT GETS THERE.ON FEB. 23RD AFTER WAITING OVER 40 DAYS ON A ORDERED PART (TEMP. SENSOR) I PAYED ME BILL IN FULL AND TOLD THEM I WOULD FIND ANOTHER REPAIRMAN.(RITTERS RECEIVED THE PART WITHIN 2 DAYS) ON THE 12/5 CALL THE TECH? DIDN'T PROPERLY CHECK IT AND OVER FILLED IT HAD TO PAY TO HAVE EXCESS PUMPED OUT.THE SENSOR I WAITED OVER 40 DAYS FOR WHEN INSTALLED HAD NO EFFECT.THE ONLY THING THAT CORRECTED THE UNITS PROBLEM WAS WHEN THEY WIRED THE DEFROST CONTROL CORRECTLY.ACCORDING TO THE CARRIER CO. TECH THE PART SHOULD HAVE HAD A PAPER WITH IT STATING IT WAS A UPGRADED PART AND HOW TO WIRE IT.REGARDLESS IT WAS THE PART THEY ORDERED AND INSTALLED AND TAKE ANY ISSUES UP WITH THEIR DISTRIBUTOR.I AM AGREEABLE TO REACHING A COMPROMISE THE AMOUNT I PAID N.E.W. AND [redacted] 373.56+723=1096.56 I WOULD AGREE TO YOU PAYING $550.