Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
The information provided is falseGoing back to he visit of ***, he came, took a look at my unit and said it was overchargedHe released some of the chargeA few days later I noticed my unit was freezing on the lines that runs into my houseI called the emergency number considering it was a weekend and I was told I couldn't be seen till the following day Saturday at 0900hrsAt 0930hrs, I got a call from the emergency representative who I spoke with the evening before who told me he will arrive laterHe arrived at about 1015hrs, took a look at my unit and told be that it was undercharged and he claimed to recharged itShortly after he left I went to check my thermostat and found out that the one in the basement was not responding, I immediately called the emergency representative who had left my residence in less than five minutes after he left, only to be told he was done talking to be on the phone, in other words he was not returning, leaving the issues unresolvedAfraid to turn on the unit for fear the problem may get worse, I went without H VAC service for about a weekI reported the issue to Ms. *** who told me she will prefer *** to conduct the work as he is her best technician for the *** areaOn July Ms*** informed me about ***'s death in his family, it was when I asked that she send another technicianShe was reluctant but instead scheduled an appoint for between 1500hrs and 1700hrsfor the 3rd of JulyAt about 1614hrs, I got a call from the Technician who said he was running lateI waited and hope he would call again before arriving at my residentAfter not showing up or calling, at about 1915hrs I decided to go and take a shower, at which time I heard my door bell while in the shower at about 1930hrs 3rd JulyI couldn't respond at the timeWhen I responded I saw a note stating the technician came by at and there was no respond to the doorBe informed I had been told by Ms*** that her technician will ensure he or she calls before arriving.
Please be informed that when Ms *** was contacted, she told me she only scheduled appointments on weekdaysWhen I asked that she schedule my appointment for a weekend with an after hours technician she was unwilling to work with me and deliberately refused., she said told me if I had an issue I should contact*** homes, when infact I had never been informed by her office to ever contact *** homes on issue of such Ms*** refuses to acknowledge the fact that she has a contract obligation to me through *** homes until my warrant expiresShe also refuses to acknowledge that I need an additional unit considering the square footage of my home and a second unit is needed in case of this nature which she agrees with but refused to honor my requestAt the moment for the past three weeks, I have been inconvenient in terms of my unit not being used for :my basement thermostat remains unresponsive, The single unit runs rough and There is a mist H VAC drain in place that does not function properly from my basement level
Be informed that Ms*** deliberately stated she will have no weekend appointment with me even after I explained my circumstance of being an Active Duty military serviceman and at times my work calls for being out of state for a lengthy periodOn the issue of being loud and abusive, it was Ms. *** way of trying to turn the tide, it was her perceptionI told her several times I had no reason to be loud as I was accused of such by Ms. *** If anything I should be taking this matter further and may well be so if Long Heating and Air does not work with me as I have been made to sleep in a building that is 90+ degree and I have since been living in a miserable atmosphere Be informed I had attempt contact with *** as well, and has had no respondIf nothing is done one this issue, I promise to take this further that is Long
I ask that Long Heading and Air adds another unit and repair the current unit as well
***
On 6-26-Mr*** called and scheduled an appointment of 7-3-between 10-amHe wanted the service manager to come out and look at his unit because he felt like the unit was not cooling properly and he claimed *** had looked at the unit beforeI scheduled this appointment and placed it
on the calendarOn July *** had a death in the family and we knew he would be out for the remainder of the weekI called Mr *** in an attempt to reschedule this appointment knowing that he wanted *** and *** would not be available and I only had one tech for that dayMr *** was very insistant that we come on July I then offered to make him the last call of the day since he did not want to have to sit around and wait for a techI told him I would schedule him for 3-on the 3rd*** was the only tech I had schedule for that day and at 3:he called Mr *** and told him that he was running late and that it would be well after before he arrived but that we would be thereAt 7:*** attempted to call Mr *** to let him know that he was in route and got no answerHe then drove to Mr *** and got no answer when he rang the bell*** emailed photos of the home as evidence that he has triedWhen I arrived on Monday I attempted to contact Mr*** to schedule another apt, got no answer and did not hear from him again until 7-15-when he called being very abusive and loud demanding that we come to his home on a SaturdayI explained numerous times that we schedule warranty work for Monday thru Friday am to pm and I would be more than happy to schedule himHe continued to be loud and abusive unitl he hung up on meI have contacted*** at *** and made him aware of every conversation that I have had with Mr ***He has never said that he does not have Air Conditioning but that it is not cooling to his approval
In response to this complain, we would like to state that upon receiving this call we looked into the situation and determined that this house was approximately years oldIn the years since the house was constructed the system drain has worked properlyWe have no way of knowing if someone was
in the attic, perhaps getting luggage out of storage and knocked the pipe loose or what could have happened, (the pipes would not just fall apart on their own) Attic temperatures in South Carolina can reach well above degrees which can cause the breakdown of PVC and the glue(which is clear) over time, this is why we recommend having annual system inspections, where things such as the drains are examinedThe homeowner was made aware of this information at the time of the second conversation, but insisted we were responsible for the cost of the damages, we stated that this was a maintenance issue, not a warranty issue, therefore the cost of repairs fall on the homeowner
THIS CUSTOMER WAS CONFUSED ON HIS WARRANTY PERIOD, HE HAD ONE YEAR LABOR FROM DATE OF CLOSING ON LABOR AND FIVE YEARS PARTS FROM MANUFACTER. I HAVE TALKED TO THIS CUSTOMER THIS AFTERNOON AND CLAIFIED HIS WARRANTY. WE ARE WORKING HIM UP AN ESTIMATE TO GET HIS WORK DONE.
THANKS,...
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
The responder stated that PVC pipe and glue can break down over time: To this I again call to be known the fact that the pipes were not glued at all. None of the joints are intact and easy slide out, and there is no residue to indicate that any glue had ever been used on the PVC. Furthermore, before glue is applied it is regular practice that the joints be primed with a primer that contains a purple dye. There is no evidence of this. I have a copy of an estimate from a licensed contractor stating this fact, in which I would be glad to provide a copy to Long Heating and Air. It would be common courtesy for any ethical business to investigate a claim of this nature, and not just assume that they did not make a mistake. The responder obviously believes there is no way that they installed the drain line without gluing the joints, but they will not even send a representative to verify this fact. I am forced to take more steps to get this resolved by filing a complaint with the SC Department of Labor, Licensing, and Regulation so that an investigator can verify my claims.
The responder stated that they stated this was a maintenance issue and not a warranty issue: To this I say that this is contrary to what I was told by their secretary. First of all, I was never contacted by a manager and advised of anything. Second of all, I was advised by [redacted] that the unit was no longer under warranty and that the costs for repair would fall on me. I advised [redacted] that it was not a warranty issue and that the system was never properly installed to begin with. She responded telling me that she would relay this information to the customer service manager, and no one called me back.
I would like to conclude that the heart of the issue here is we have a business who refuses to even send a representative to investigate if the pipes were not glued. Any business can make a mistake, but any business that really cares about customers would follow up on a matter of this nature and see for themselves if something had been done in error. I would even settle to let a contractor for Long Heating and Air come and fix the ceiling and glue the pipes. I JUST WANT IT FIXED. There is a high ceiling over the stairs where the damage is, and I don't know have the equipment or resources to do this myself.
To the Long Heating and Air representative or owner I ask this: Please do the right thing and take care of this matter. At least come look at it and see for yourself. I can make myself available at any time. I have video and photos available as well if that would help resolve this.
Regards,
[redacted]
[redacted],
We will need copies of customers complete bills to review and after that we will be in contact we customer to come to a resolution,
Thanks, [redacted]
***, We will need copies of customers complete bills to review and after that we will be in contact we customer to come to a resolution, Thanks, ***
Revdex.com:
t H VAC drain in place that does not function properly from my basement level
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
The information provided is falseGoing back to he visit of ***, he came, took a look at my unit and said it was overchargedHe released some of the chargeA few days later I noticed my unit was freezing on the lines that runs into my houseI called the emergency number considering it was a weekend and I was told I couldn't be seen till the following day Saturday at 0900hrsAt 0930hrs, I got a call from the emergency representative who I spoke with the evening before who told me he will arrive laterHe arrived at about 1015hrs, took a look at my unit and told be that it was undercharged and he claimed to recharged itShortly after he left I went to check my thermostat and found out that the one in the basement was not responding, I immediately called the emergency representative who had left my residence in less than five minutes after he left, only to be told he was done talking to be on the phone, in other words he was not returning, leaving the issues unresolvedAfraid to turn on the unit for fear the problem may get worse, I went without H VAC service for about a weekI reported the issue to Ms. *** who told me she will prefer *** to conduct the work as he is her best technician for the *** areaOn July Ms*** informed me about ***'s death in his family, it was when I asked that she send another technicianShe was reluctant but instead scheduled an appoint for between 1500hrs and 1700hrsfor the 3rd of JulyAt about 1614hrs, I got a call from the Technician who said he was running lateI waited and hope he would call again before arriving at my residentAfter not showing up or calling, at about 1915hrs I decided to go and take a shower, at which time I heard my door bell while in the shower at about 1930hrs 3rd JulyI couldn't respond at the timeWhen I responded I saw a note stating the technician came by at and there was no respond to the doorBe informed I had been told by Ms*** that her technician will ensure he or she calls before arriving.
Please be informed that when Ms *** was contacted, she told me she only scheduled appointments on weekdaysWhen I asked that she schedule my appointment for a weekend with an after hours technician she was unwilling to work with me and deliberately refused., she said told me if I had an issue I should contact*** homes, when infact I had never been informed by her office to ever contact *** homes on issue of such Ms*** refuses to acknowledge the fact that she has a contract obligation to me through *** homes until my warrant expiresShe also refuses to acknowledge that I need an additional unit considering the square footage of my home and a second unit is needed in case of this nature which she agrees with but refused to honor my requestAt the moment for the past three weeks, I have been inconvenient in terms of my unit not being used for :my basement thermostat remains unresponsive, The single unit runs rough and There is a mis
Be informed that Ms*** deliberately stated she will have no weekend appointment with me even after I explained my circumstance of being an Active Duty military serviceman and at times my work calls for being out of state for a lengthy periodOn the issue of being loud and abusive, it was Ms. *** way of trying to turn the tide, it was her perceptionI told her several times I had no reason to be loud as I was accused of such by Ms. *** If anything I should be taking this matter further and may well be so if Long Heating and Air does not work with me as I have been made to sleep in a building that is 90+ degree and I have since been living in a miserable atmosphere Be informed I had attempt contact with *** as well, and has had no respondIf nothing is done one this issue, I promise to take this further that is Long
I ask that Long Heading and Air adds another unit and repair the current unit as well
***
On 6-26-Mr*** called and scheduled an appointment of 7-3-between 10-amHe wanted the service manager to come out and look at his unit because he felt like the unit was not cooling properly and he claimed *** had looked at the unit beforeI scheduled this appointment and placed it
on the calendarOn July *** had a death in the family and we knew he would be out for the remainder of the weekI called Mr *** in an attempt to reschedule this appointment knowing that he wanted *** and *** would not be available and I only had one tech for that dayMr *** was very insistant that we come on July I then offered to make him the last call of the day since he did not want to have to sit around and wait for a techI told him I would schedule him for 3-on the 3rd*** was the only tech I had schedule for that day and at 3:he called Mr *** and told him that he was running late and that it would be well after before he arrived but that we would be thereAt 7:*** attempted to call Mr *** to let him know that he was in route and got no answerHe then drove to Mr *** and got no answer when he rang the bell*** emailed photos of the home as evidence that he has triedWhen I arrived on Monday I attempted to contact Mr*** to schedule another apt, got no answer and did not hear from him again until 7-15-when he called being very abusive and loud demanding that we come to his home on a SaturdayI explained numerous times that we schedule warranty work for Monday thru Friday am to pm and I would be more than happy to schedule himHe continued to be loud and abusive unitl he hung up on meI have contacted*** at *** and made him aware of every conversation that I have had with Mr ***He has never said that he does not have Air Conditioning but that it is not cooling to his approval
In response to this complain, we would like to state that upon receiving this call we looked into the situation and determined that this house was approximately years oldIn the years since the house was constructed the system drain has worked properlyWe have no way of knowing if someone was
in the attic, perhaps getting luggage out of storage and knocked the pipe loose or what could have happened, (the pipes would not just fall apart on their own) Attic temperatures in South Carolina can reach well above degrees which can cause the breakdown of PVC and the glue(which is clear) over time, this is why we recommend having annual system inspections, where things such as the drains are examinedThe homeowner was made aware of this information at the time of the second conversation, but insisted we were responsible for the cost of the damages, we stated that this was a maintenance issue, not a warranty issue, therefore the cost of repairs fall on the homeowner
We contacted the homeowner and offered them a free year maintenance and we are also registering their unit for them for years parts and year labor
THIS CUSTOMER WAS CONFUSED ON HIS WARRANTY PERIOD, HE HAD ONE YEAR LABOR FROM DATE OF CLOSING ON LABOR AND FIVE YEARS PARTS FROM MANUFACTER. I HAVE TALKED TO THIS CUSTOMER THIS AFTERNOON AND CLAIFIED HIS WARRANTY. WE ARE WORKING HIM UP AN ESTIMATE TO GET HIS WORK DONE.
THANKS,...
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
The responder stated that PVC pipe and glue can break down over time: To this I again call to be known the fact that the pipes were not glued at all. None of the joints are intact and easy slide out, and there is no residue to indicate that any glue had ever been used on the PVC. Furthermore, before glue is applied it is regular practice that the joints be primed with a primer that contains a purple dye. There is no evidence of this. I have a copy of an estimate from a licensed contractor stating this fact, in which I would be glad to provide a copy to Long Heating and Air. It would be common courtesy for any ethical business to investigate a claim of this nature, and not just assume that they did not make a mistake. The responder obviously believes there is no way that they installed the drain line without gluing the joints, but they will not even send a representative to verify this fact. I am forced to take more steps to get this resolved by filing a complaint with the SC Department of Labor, Licensing, and Regulation so that an investigator can verify my claims.
The responder stated that they stated this was a maintenance issue and not a warranty issue: To this I say that this is contrary to what I was told by their secretary. First of all, I was never contacted by a manager and advised of anything. Second of all, I was advised by [redacted] that the unit was no longer under warranty and that the costs for repair would fall on me. I advised [redacted] that it was not a warranty issue and that the system was never properly installed to begin with. She responded telling me that she would relay this information to the customer service manager, and no one called me back.
I would like to conclude that the heart of the issue here is we have a business who refuses to even send a representative to investigate if the pipes were not glued. Any business can make a mistake, but any business that really cares about customers would follow up on a matter of this nature and see for themselves if something had been done in error. I would even settle to let a contractor for Long Heating and Air come and fix the ceiling and glue the pipes. I JUST WANT IT FIXED. There is a high ceiling over the stairs where the damage is, and I don't know have the equipment or resources to do this myself.
To the Long Heating and Air representative or owner I ask this: Please do the right thing and take care of this matter. At least come look at it and see for yourself. I can make myself available at any time. I have video and photos available as well if that would help resolve this.
Regards,
[redacted]
[redacted],
We will need copies of customers complete bills to review and after that we will be in contact we customer to come to a resolution,
Thanks, [redacted]