Federal Heating & Cooling, Inc.

As indicated in the original complaint there were multiple reasonsHowever, the business left out the last and subsequent (most important one)Which is I was never told by the tech that labor was not included and was an extra feeIf the business read my complaint then they would have seen that the tech didn't know how much the part costThe tech also just typed into his pad to get the amountIn no way shape or form is payment a sign of giving up a civil right to recourseNor is signing the padThat is merely accepting the work as being doneNumerous lawsuits for over billing and fraud include these thingsThe primary point is not whether the tech showed up or the time, it isn't that he diagnosed the problemThe problem was that I the customer was not told that there was a labor feeAccording to the service manager I was supposed to be toldI was notThis is a very simple problemThe business is trying to indemnify themselves from further civil actionsFurther, the business at THIS location has only been here for a handful of years not decades as claimedI was told that the Dresden location bought the Pataskala location a year or so agoTherefore the point is muteMy argument simply rests on the fact that there was a HIDDEN FEE! The tech has a responsibility to tell the customer what the costs are UP FRONT! Not, I don't know, or I just sign for itI have audio and video of the Service Manager indicating that I should have been toldI stand by the position that this business does not inform the customers of prices, fees and over chargesOnce again my solution to a complete breakdown by the business costs and fees stands as written in the original complaint

In response to this complaint, it is true we installed this customer’s equipment in At that time the customer was given a free Red Ribbon Service Plan which included free courtesy check of his equipment, this was a free service that the consumer did not pay for In response to the most
recent incident, MrCustomer did indeed speak with our Service Manager and was assured our tech would arrive between 9-9:30amAt 8:the tech called into our Service Manager letting him know that he was stuck in traffic and someone needed to call MrCustomer and let him know he would not be there promptly at 9amOur Service Manager then called MrCustomer at 8:47am and spoke with his secretary and left a message telling MrCustomer that our tech was stuck in traffic and would arrive by 9:30amBy that time MrCustomer had already left the residence and crossed paths with our tech on the roadMrCustomer then called into our office requesting to speak with the owner, MrCustomer was informed that the owner was not in the office, and that we unsure of when he would return to pick up messagesThe Office took the message and told MrCustomer that when the owner returned the message would be passed alongThe customer did not relay that he expected a response within hours’ time frame We are sorry to hear that MrCustomer is not happy with his experience with our companyIn response to customer’s request, we will be issuing him a refund in the amount of $for a Red Ribbon Service Plan; this is the amount at which a plan would be purchased forWe have also submitted a request to Bryant to have MrCustomer’s warranty transferred to his requested Bryant Dealer

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

It comes as no surprise to me that there is not a mention made in Federal Elites response of the most important thing which is the danger their company repeatedly put our two small children, my wife and myself into with the continued use of Freon in a unit they knew was leakingIt seems as though that is going to become a whole nother matter onto itself at this point separate from the issue of the money we have spent for a part that has not fixed our unitIn regards to the system it has been in place and working for five years the only loop that was abandoned was in the initial installation we had tried to pull off the well to keep our pond full but the well would not keep up, it was in place for less than hoursThe unit was installed by a foreman for one of the largest commercial HVAC companies in ColumbusThe unit has always worked just fineWe were under the care of Federal Elites maintenance program for around a year and a half before having this issueI believe that if someone had bypassed the limit switch it is something that should've been caught by their company on one of their many inspectionsI was also told by the owner the compressor had burn out because of the limit switch being bypassed which I believe is Federal Elites responsibilityI was also told by the owner replacing it would take care of the problemIt has not! There was no mention of the loop until after the compressor issueThe thousand dollars is not something that was offered by federal elite it is something that was negotiated by me after all the troubles we had and after making the owner aware of the issue with the FreonWe have already contacted the EPA in regards to this matter and will be contacting the licensing board as wellI do agree they made many trips out but those many trips cost us countless miles, hours of lost work and inconvenienceWe would like to see our money refunded and make sure that no other family is put into this dangerous situation by Federal Elite in the future

MrCustomer did in fact call us for a service call on 7/18/Tech was scheduled for 7-10-8-12amTechnician arrived to the home at 9:13am per our gps reporting on vehicleHe diagnosed MrCustomers unit and found the capacitor to be badHe disclosed to MrCustomer that repair would be $
for the repairMrCustomer agreed to the repair, the part was replaced, unit was working properlyThe Technician was paid with check in the amount of $($diagnostic fee, $Level 4-Repair-Installed Capacitor) MrCustomer signed the electronic ticket and tech was to email a copy to customerThat email was sent to [email protected] tech then departed the residence at per vehicle gps at 10:20am from MrCustomers house Which means our repair man was there for hour and minNot 5-10minutes as stated in the customer complaintIt wasn't until after the fact that he began researching the part cost and talked to a friend of his that in his option we were over pricingThis was mentioned when he came to our office and spoke with our Service ManagerHe and the Service Manager discussed the part cost and he agreed that he understood what "flat rate" pricing is (parts & labor under flat rate), which what the level repair for $wasCustomer agreed that he understood that and also stated that the tech had told him the cost of repair before making the repairHe stated he was just upset once he found out the cost of the part was $40-$Mrcustomer was aware of the repair cost also signed the work order & paid at the time of service and his unit is up a working properlyAll technicians require repair approval before the work is completedOur company also stands behind our flat rate pricingSelling a part for more that the cost is common practice everywhere in businessIt is not different that what "mechanic shops" do as referred to by MrCustomerYou can purchase brakes and rotors for $at an auto parts store and put them on yourself or you can pay the Mechanic Shop $for the parts & labor to installWe believe in treating customers fairly and honestly and that is why we have remained in business for over yearsWe feel that the customer agreed to the terms of the repair by his signature & upon payment in full at the time services were rendered and his unit was up and running

A refund has been issued for $1000 and will go out in the mail today.

As to my warranty I have a 5 year labor warranty and 10 years parts. Federal needs to pay for the 5 years of labor that is to be covered. If they don't want to refund that amount then they need to be responsible for any labor cost that might be incurred in the 5 year plan that they sold me

Mr. [redacted] complaint is unfounded. Federal Elite went well above and beyond to try and help him for a unit we did not install and is out of warranty. Mr. [redacted] has been advised by both the Service Manager and Operations Manager that all the issues and problems he has had in the last year are quite...

possibly from the loop that was installed by someone else. Operation Manager gave a quote on the loop to replace it, at that time Mr. [redacted] informed that they had loop issues in the past and had already abandoned the first loop and installed a second loop. Mr. [redacted] installed both loops with the advice of a friend and had and had another company set the geothermal. The loop has incorrect pipe sizing (way to small on everything that is exposed in the basement). As far as not having issues in the past we have went far above the call of duty for something not installed or warrantied by us, late night calls, weekend calls totally over $3800 had we billed Mr. [redacted] for all the work we have performed trying to get his unit into working order. Mr. [redacted] and the owner agreed on only charging Mr. [redacted] $1000 and that it was recommended we replace the entire loop. Mr. [redacted] did not like the pricing given on the replacement of the loop. He had agreed that he would pay the $1000 to us and then decide if he would like to install the loop with us and understood that until he paid his $1000 we would not be able to do any further work for him.  A letter was sent to him giving him the cost of the repair along with the terms he and the owner discussed. The compressor, refrigerant, and all other parts we have installed at cost alone are more than the $1000 Mr. [redacted] and the owner agreed upon. We feel that there is nothing more we can do for Mr. [redacted] and his situation since this system and loop were not installed by us we cannot guarantee that it will ever work properly and to his satisfaction. We will not be refunding Mr. [redacted] his $1000 as he was already agreed that he would pay that amount for all work that was completed to this point. As you can see from the attached, he was sent the information he requested and he did agree that he would pay the $1000.

Would like to apologize to Mr. Customer that he had this experience.  A full refund check has been issued as requested and will be mailed out today 11-28-2016.

We will be issuing the customer a refund check for the $108 labor charge.Thank you,Federal Elite Heating & Cooling, Inc.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution in regards to the The financial portion of the issue to be satisfactory

In response to Mr. [redacted] about 5-year labor warranty. The 5-year labor warranty that was given at the time of installation was “included” in the installation, it was not sold with an additional cost to the customer. That 5-year warranty is given and maintained in house and is non-transferrable. Mr. [redacted] system was installed 7-14-2015 which means the customer has a remaining warranty of 4 years and 21 days from 6-23-2016. We are willing to pay Mr. [redacted] those monies allocated for the remaining time on his labor warranty in the amount of $192.53.