Fayetteville Area Convention & Visitors Bureau Inc.

Revdex.com:
This letter is to inform you that USA HVAC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/1/and assigned ID ***
Regards,

When the consumer purchased the system, it included a 10 year parts and labor warranty under [redacted]. This includes parts provided by the manufacturer for a period of 10 years, and labor to replace those parts for the same period of 10 years. [redacted] informed me that...

she had downloaded a copy of her certificate from their website. My advice would be that she needs to read the Terms and Conditions portion of the policy. Many things it does not cover.The technician observed the condenser coil massively blocked with dirt and dog hair. This significantly raises the refrigerant pressures in the condenser coil causing the compressor to work much harder than normal and can cause noises due to the compressor stress. This can actually damage the compressor, fan motor or other components due to consumer neglect.  The unit was so dirty that it was going to require some disassembly of the unit and the coils chemically cleaned. It would have taken 2-3 hours for the complete process at a total cost of $225.00  The consumer asked "Well can't I just wash it off with a hose?" I explained that it was not just as simple as that, if it were, that is what the technician would have done with no questions asked.This is a warranty that covers "BREAK DOWNS ONLY" It does not cover any kind of Maintenance or service call charges.   When I tried to explain this to [redacted], she just hung up the phone on me. The fact of the matter is that she owes $74.95 for a service call charge. We scheduled her call, drove to her residence, and diagnosed the problem. When I spoke with her regarding the diagnosis along with the cost she  became irate, she said, well the technician just "looked" at the unit. That's comparable to a doctor just "LOOKING" at your throat or any other part of the body. Years of training and experience allows that technician to be able to professionally "LOOK" and make that determination. [redacted]'s own eyes did not "SEE" the problem when she looked at it. It takes time and money to train and pay technicians, operate service vehicles, pay office staff, pay advertising, insurance, continuing education, licensing fees and overhead on a business. [redacted] did not ask if there would be a service call charge, and refused to pay one. $225.00 for disassembly, cleaning, reassembly and system check-up is significantly more than fair for the required work.  She had her choice to pay either the service call charge or the cost of the cleaning, she paid neither.  I told her that her warranty is with [redacted] and since she does not want to pay for services rendered perhaps she should consider having it reassigned to another dealer. Any other dealer is going to tell her the same thing, and in all likelihood charge her more.I have enclosed a copy of the standard [redacted] warranty along with the terms and conditions. Please note on page 2 which says: OWNER’S RESPONSIBILITIES – Owner is responsible for the cost of any service call requested to demonstrate or confirm the proper operation of the product(s), tocorrect an improper installation, or to correct malfunctions in the product(s) in a manner not prescribed by, or cautioned against, in the product Operating and Installation Instructions.
THIS IS NOT A MAINTENANCE CONTRACT AND DOES NOT COVER THE COST OF ROUTINE/SEASONAL MAINTENANCE. Owner’sresponsibilities include providing normal care and maintenance including, but not limited to, cleaning evaporator or condenser coils, drain, burners or heat exchangers;
lubrication; adjustments; normal filter maintenance; and having the product(s) reasonably accessible for service. We did nothing wrong to [redacted], in fact she did us wrong by refusing to pay the service call fee. My advice to her would to be sure to read the terms and conditions before calling for service again. If she refuses to compensate us for our time, then she will need to setup with a different dealer, as we do not provide services to anyone with an unpaid outstanding balance. Paid service call fee would go towards cleaning fees, provided she chooses to do so with us. Her A/C unit needs to be professionally cleaned before it causes damages to the unit that the warranty will not cover.