Complaint: [redacted]
I am rejecting this response because:The diagnosis made by the company in June 2017 was failure of the board. We paid for the labor to get it fixed. The unit stopped working within a week. If they had made an incorrect diagnosis they should not be charging us for the repair and own up their mistake. They can not expect to come up with a new diagnoses for the same problem over the past 5 years. This unit has not worked more than 2 weeks in a row and only given us grief. The company has only speculated and never provided a fix. If they are unable to fix the problem they should advise us so that we can hire a different more reliable company to fix the problem. They should refund us the charges from June 2017 as the issue was not resolved.
Sincerely,
[redacted]
July 17, 2012:Installation was completed at location of [redacted] for customer [redacted] & [redacted] which included 1 year labour warranty after install and manufacturer parts warranty up to 10 years with customer registration.July 18, 2013: Customer called stating there was a...
cooling problem and the technicians diagnosed that the furnace motor belt was loose which had nothing to do with our air conditioning install. No charges were applied even though problem 1) was not due to any install error on our part 2) occurred 1 year after our 1 year labour warranty.July 9, 2014: Customer called stating air conditioning was nonoperational our technicians found unit was working upon arrival. Informed customer it could possibly be a problem with the motor in the condenser, but to call if it happened again. Again customer was not charged for anything.Never received any customer calls over the next 3 years.June 6, 2017: Customer called as their air conditioner was not operational, upon arrival technician found control board on air conditioner was not outputting signal to fan motor. The technician replaced board, part was under warranty. Customer was charged standard call out fee and labour totaling $315.00. July 4, 2017: Customer called again stating air conditioning was not working, spoke with manager and offered to wave call out fee but until we can dispatch and diagnose, we are unable to determine what issue is. Customer does not have labour warranty, so they were informed they would pay labour charge.
Complaint: [redacted]
I am rejecting this response because:The diagnosis made by the company in June 2017 was failure of the board. We paid for the labor to get it fixed. The unit stopped working within a week. If they had made an incorrect diagnosis they should not be charging us for the repair and own up their mistake. They can not expect to come up with a new diagnoses for the same problem over the past 5 years. This unit has not worked more than 2 weeks in a row and only given us grief. The company has only speculated and never provided a fix. If they are unable to fix the problem they should advise us so that we can hire a different more reliable company to fix the problem. They should refund us the charges from June 2017 as the issue was not resolved.
Sincerely,
[redacted]
July 17, 2012:Installation was completed at location of [redacted] for customer [redacted] & [redacted] which included 1 year labour warranty after install and manufacturer parts warranty up to 10 years with customer registration.July 18, 2013: Customer called stating there was a...
cooling problem and the technicians diagnosed that the furnace motor belt was loose which had nothing to do with our air conditioning install. No charges were applied even though problem 1) was not due to any install error on our part 2) occurred 1 year after our 1 year labour warranty.July 9, 2014: Customer called stating air conditioning was nonoperational our technicians found unit was working upon arrival. Informed customer it could possibly be a problem with the motor in the condenser, but to call if it happened again. Again customer was not charged for anything.Never received any customer calls over the next 3 years.June 6, 2017: Customer called as their air conditioner was not operational, upon arrival technician found control board on air conditioner was not outputting signal to fan motor. The technician replaced board, part was under warranty. Customer was charged standard call out fee and labour totaling $315.00. July 4, 2017: Customer called again stating air conditioning was not working, spoke with manager and offered to wave call out fee but until we can dispatch and diagnose, we are unable to determine what issue is. Customer does not have labour warranty, so they were informed they would pay labour charge.