We have been in contact with the customer on this We (Apollo) are removing the current a/c unitWe are replacing the current unit with a larger tonnage and higher efficiency unit
Initial Business Response /* (1000, 5, 2015/05/21) */
We have looked into the warranty Mr. [redacted] has on his unit. It is still valid, however Mr. [redacted] has not had annual maintenance performed on this unit. Thus voiding the warranty form the 3rd party warranty company. It states in the...
contract for Mr. [redacted]'s warranty that proof of annual warranty must be provided. Apollo will honor this warranty in house, this one time to resolve this matter. Mr. [redacted] will still be responsible for refrigerant cost. Please contact Apollo to set a appointment to have this issue taken care of, thank you. Apollo Heating and Air.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They are making an effort to meet me halfway. It is all I can ask. The only thing to do annually to the ac is clean the cooling panels. I do this every spring. The motor is sealed and cannot be lubricated. This annual maintenance item is an excuse to charge hundreds for a warranty and then deny any claim. The service tech stated that the so called annual maintenance would not have prevented the coolant line leak immediately adjacent to the compressor.
Initial Business Response /* (1000, 5, 2015/09/24) */
THE SYSTEM WAS INSTALLED ON 9/12/2011. AT THE TIME OF PURCHASE A WARRANTY WAS GIVEN FOR THE A/C WHICH IS AN AMANA ASX14-024 FOR 1 YEAR PARTS AND LABOR THRU US AND 9 YEARS PARTS AND LABOR THRU THE MANUFACTURER THE PROBLEM HOWEVER EXISTED IN THE...
EVAPORATOR COIL WHICH IS AN APEN MFG. COIL WHICH HAS JUST A 10 YEAR PART WARRANTY THRU ITS MANUFACTURER AND NO LABOR, MOVING FORWARD, THE CUSTOMER STATES THAT "BY THE END OF THE FIRST SEASON THEY KNEW SOMETHING WASN'T RIGHT", SINCE IT WAS INSTALLED AT THE END OF THE 2011 COOLING SEASON I GUESS THEY ARE CALLING THE SUMMER OF 2012 THE FIRST SEASON. SO THAT BEING SAID OUR RECORDS INDICATE THE FIRST TIME THEY HAD A PROBLEM WITH THE A/C SYSTEM WAS 7/7/14 THE EVAPORATOR COIL WAS FROZEN ON 7/8/2014 WE RECHARGED THE SYSTEM WITH R-410A AND ADDED DYE AND ALSO CHECKED FOR LEAKS IN COMMON AREAS LIKE AROUND SOLDERED JOINTS AND VARIOUS SEALS THEY WERE BILLED FOR THE R-410A AS IT IS NOT COVERED IN THE MFG WARRANTY BUT WERE NOT CHARGED LABOR. THIS WAS THE ONLY TIME REFRIGERENT HAD BEEN ADDED UNTIL THE CHANGING OF THE EVAP. COIL ACCORDING TO OUR RECORDS. WE RETURNED
0N 8/18/14 AND PERFORMED AN A/C CHECK AND FOUND THE UNIT RUNNING AT THE SAME PRESSURES AND TEMPERATURES AS THE MONTH PREVIOUS AND COULD NOT FIND THE LEAK AT THIS TIME. ON 8/10/15 WE CAME OUT TO DO AN A/C CHECK THE TECH FOUND THAT THE REFRIGERENT LEVEL HAD DROPPED BUT WERE STILL WITHIN MFG SPECS. BUT THE UNIT WAS RUNNING OK AT THE TIME, THE OWNER WANTED TO KNOW ABOUT REPLACING THE UNIT UNDER WARRANTY AND WE TOLD HER THE MFG. WOULD NOT DO THAT AND WE WOULD NOT DO IT EITHER SINCE WE DIDN'T EVEN KNOW WHERE THE LEAK IN THE SYSTEM WAS. ON 8/21/15 WE SENT A TECH OUT AT NO CHARGE TO SEE IF A LEAK COULD BE FOUND, THE TECH DID FIND THE COIL LEAKING THE DYE WE HAD INSTALLED PREVIOUSLY AND A NEW EVAPORATOR COIL WAS ORDERED AND INSTALLED ON 8/28/15 THEY WERE BILLED FOR LABOR AND THE SHIPPING AND HANDLING CHARGES FOR THE REPLACEMENT SINCE IT IS WELL BEYOND THE 1 YEAR PARTS AND LABOR WARRANTY WE GAVE THEM AT THE TIME OF SALE. SO AS WE FOLLOW THE TIMELINE ON THIS THEY WENT THRU 2 COMPLETE COOLING SEASONS AND THE END OF THE FIRST SEASON AS WELL BEFORE THE PROBLEM SHOWED UP AND OUR RECORDS INDICATE THEY HAVE ONLY BEEN CHARGED $610.00 FOR THIS MATTER. AFTER THE NEW COIL WAS INSTALLED WE DID ADD 1 POUND OF REFRIGERENT TO BRING THE UNIT UP TO MFG SPECS BUT THEY WERE NOT CHARGER FOR THAT NOR WERE THEY CHARGEED A VACUME PUMP FEE, OR FOR ANY MATERIALS USED TO INSTALL THE NEW COIL. ALL OTHER CHARGES HAVE BEEN FOR OTHER ITEMS SUCH AS A NEW THERMOSTAT, AN IGNITOR AND A PLANNED MAINTENANCE PLAN. FURTHERMORE WITH THE CHARGES INCURRED IN REPLACING THE COIL AND ADDING THE REFRIGERENT IN 2014 THEY HAVE NOT EVEN SPENT ANYWHERE CLOSE TO 5K ON THIS UNIT. WE FEEL THAT WE HAVE STOOD BEHIND THE PRODUCTS WE HAVE SOLD THEM AND THE WARRANTY WE PERSONALLY GAVE THEM (1 YEAR PARTS AND LABOR)AND WE'RE SORRY THEY HAD TO TAKE OFF TIME FROM WORK BUT IF THEY HAVE ANY GRIEVENCES IT SHOULD BE BROUGHT TO THE ATTENTION OF THE MANUFACTURER OF THE COIL AS THIS IS NOT AN INSTALL ISSUE
We have been in contact with the customer on this We (Apollo) are removing the current a/c unitWe are replacing the current unit with a larger tonnage and higher efficiency unit
The part was covered for 1 year, the invoice has been taken care of and zeroed out. Thank you for understanding a clerical error found in our system.
Initial Business Response /* (1000, 5, 2015/05/21) */
We have looked into the warranty Mr. [redacted] has on his unit. It is still valid, however Mr. [redacted] has not had annual maintenance performed on this unit. Thus voiding the warranty form the 3rd party warranty company. It states in the...
contract for Mr. [redacted]'s warranty that proof of annual warranty must be provided. Apollo will honor this warranty in house, this one time to resolve this matter. Mr. [redacted] will still be responsible for refrigerant cost. Please contact Apollo to set a appointment to have this issue taken care of, thank you. Apollo Heating and Air.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They are making an effort to meet me halfway. It is all I can ask. The only thing to do annually to the ac is clean the cooling panels. I do this every spring. The motor is sealed and cannot be lubricated. This annual maintenance item is an excuse to charge hundreds for a warranty and then deny any claim. The service tech stated that the so called annual maintenance would not have prevented the coolant line leak immediately adjacent to the compressor.
Initial Business Response /* (1000, 5, 2015/09/24) */
THE SYSTEM WAS INSTALLED ON 9/12/2011. AT THE TIME OF PURCHASE A WARRANTY WAS GIVEN FOR THE A/C WHICH IS AN AMANA ASX14-024 FOR 1 YEAR PARTS AND LABOR THRU US AND 9 YEARS PARTS AND LABOR THRU THE MANUFACTURER THE PROBLEM HOWEVER EXISTED IN THE...
EVAPORATOR COIL WHICH IS AN APEN MFG. COIL WHICH HAS JUST A 10 YEAR PART WARRANTY THRU ITS MANUFACTURER AND NO LABOR, MOVING FORWARD, THE CUSTOMER STATES THAT "BY THE END OF THE FIRST SEASON THEY KNEW SOMETHING WASN'T RIGHT", SINCE IT WAS INSTALLED AT THE END OF THE 2011 COOLING SEASON I GUESS THEY ARE CALLING THE SUMMER OF 2012 THE FIRST SEASON. SO THAT BEING SAID OUR RECORDS INDICATE THE FIRST TIME THEY HAD A PROBLEM WITH THE A/C SYSTEM WAS 7/7/14 THE EVAPORATOR COIL WAS FROZEN ON 7/8/2014 WE RECHARGED THE SYSTEM WITH R-410A AND ADDED DYE AND ALSO CHECKED FOR LEAKS IN COMMON AREAS LIKE AROUND SOLDERED JOINTS AND VARIOUS SEALS THEY WERE BILLED FOR THE R-410A AS IT IS NOT COVERED IN THE MFG WARRANTY BUT WERE NOT CHARGED LABOR. THIS WAS THE ONLY TIME REFRIGERENT HAD BEEN ADDED UNTIL THE CHANGING OF THE EVAP. COIL ACCORDING TO OUR RECORDS. WE RETURNED
0N 8/18/14 AND PERFORMED AN A/C CHECK AND FOUND THE UNIT RUNNING AT THE SAME PRESSURES AND TEMPERATURES AS THE MONTH PREVIOUS AND COULD NOT FIND THE LEAK AT THIS TIME. ON 8/10/15 WE CAME OUT TO DO AN A/C CHECK THE TECH FOUND THAT THE REFRIGERENT LEVEL HAD DROPPED BUT WERE STILL WITHIN MFG SPECS. BUT THE UNIT WAS RUNNING OK AT THE TIME, THE OWNER WANTED TO KNOW ABOUT REPLACING THE UNIT UNDER WARRANTY AND WE TOLD HER THE MFG. WOULD NOT DO THAT AND WE WOULD NOT DO IT EITHER SINCE WE DIDN'T EVEN KNOW WHERE THE LEAK IN THE SYSTEM WAS. ON 8/21/15 WE SENT A TECH OUT AT NO CHARGE TO SEE IF A LEAK COULD BE FOUND, THE TECH DID FIND THE COIL LEAKING THE DYE WE HAD INSTALLED PREVIOUSLY AND A NEW EVAPORATOR COIL WAS ORDERED AND INSTALLED ON 8/28/15 THEY WERE BILLED FOR LABOR AND THE SHIPPING AND HANDLING CHARGES FOR THE REPLACEMENT SINCE IT IS WELL BEYOND THE 1 YEAR PARTS AND LABOR WARRANTY WE GAVE THEM AT THE TIME OF SALE. SO AS WE FOLLOW THE TIMELINE ON THIS THEY WENT THRU 2 COMPLETE COOLING SEASONS AND THE END OF THE FIRST SEASON AS WELL BEFORE THE PROBLEM SHOWED UP AND OUR RECORDS INDICATE THEY HAVE ONLY BEEN CHARGED $610.00 FOR THIS MATTER. AFTER THE NEW COIL WAS INSTALLED WE DID ADD 1 POUND OF REFRIGERENT TO BRING THE UNIT UP TO MFG SPECS BUT THEY WERE NOT CHARGER FOR THAT NOR WERE THEY CHARGEED A VACUME PUMP FEE, OR FOR ANY MATERIALS USED TO INSTALL THE NEW COIL. ALL OTHER CHARGES HAVE BEEN FOR OTHER ITEMS SUCH AS A NEW THERMOSTAT, AN IGNITOR AND A PLANNED MAINTENANCE PLAN. FURTHERMORE WITH THE CHARGES INCURRED IN REPLACING THE COIL AND ADDING THE REFRIGERENT IN 2014 THEY HAVE NOT EVEN SPENT ANYWHERE CLOSE TO 5K ON THIS UNIT. WE FEEL THAT WE HAVE STOOD BEHIND THE PRODUCTS WE HAVE SOLD THEM AND THE WARRANTY WE PERSONALLY GAVE THEM (1 YEAR PARTS AND LABOR)AND WE'RE SORRY THEY HAD TO TAKE OFF TIME FROM WORK BUT IF THEY HAVE ANY GRIEVENCES IT SHOULD BE BROUGHT TO THE ATTENTION OF THE MANUFACTURER OF THE COIL AS THIS IS NOT AN INSTALL ISSUE