I am rejecting this response because: Burnsville Heating and Air offered no resolution in their response. While it is tempting to get lost in the inaccurate details listed in their response, I will stick the facts and focus on service or the lack thereof since our initial complaint to the Revdex.com last year. We have written record of when we called Burnsville to report the unit not working after our last complaint and the response of the staff or that a voicemail was left. Their records should show a total of four attempts to let them know their repair did not work--their repair lasted only a few weeks. On some of the occasions, we actually received a response from them telling us to 'wait it out'. Others never even responded to our voicemail left. Burnsville states that they have donated thousands in repairs, but the truth is that in the five years plus that we have owned our home, we have never made it through a summer season without the unit failing, which makes us question the quality of the installation and repairs. We brought out another repair person, and he too questioned the quality of the workmanship. I would love to do annual maintenance, if only I could get the unit to work for more than a year at a time. If Burnsville had responded to our calls letting them know their repair did not work, this communication would not be necessary. We would love to move on to another company, but as I mentioned previously, when we did, we were told that the previous company needs to take care of the work since they did the work wrong. Burnsville caused the part to go out of warranty due to their lack of response to evaluate their work. When they were out April 2016, they told us they would call Bryant (manufacturer of unit) to ask if they would honor the warranty since we reported the problem while the part was still in warranty. Burnsville confirmed at that time that we did notify them the unit was not working just weeks after the last repair. Burnsville, however, has made no attempt that we know of to call Bryant as they said they would. Since Burnsville had knowledge of the repair not working and chose not to come out during the warranty period, I would ask that they cover the cost of the repair needed.
Initial Business Response /* (1000, 5, 2015/07/10) */
We seek to hire conscientious technicians, so claims of poor workmanship are very disappointing. We will resolve this issue by returning to the complainants home, install new schroeder valves, fill the system with the proper amount of...
refrigerant, and place locking caps on the service valves.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much for your agreement to resolve this complaint in this way. We would respectfully request that the work be completed as soon as possible. One of my daughters suffered from heat exhaustion yesterday, and I am having to arrange other living arrangements while the heat is so strong. Thank you.
On July 17th, 2015 we did a repair on the condensing unit. If we would have gone out again before the warranty on the failed evaporator coil had expired this would have been a chargeable labor repair. The labor portion of the warranty expired in October of 2012. Our labor charge to replace the evaporator coil and properly charge the system is $950. This is the 2nd Bryant coil that failed, not a Burnsville Heating installation failure. Because warranty is not an issue at this point, we will have a new evaporator coil delivered to your home and you can employ the company of your choice do the installation.ll us why here...
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much for your agreement to resolve this complaint in this way. We would respectfully request that the work be completed as soon as possible. One of my daughters suffered from heat exhaustion yesterday, and I am having to arrange other living arrangements while the heat is so strong. Thank you.
The owners of Burnsville Heating & AC have agreed to replace the condensing unit as requested. The proper sized unit has already been ordered and delivered to us.We just need to make arrangements for an installation time.
We seek to hire conscientious technicians, so claims of poor workmanship are very disappointing. We will resolve this issue by returning to the complainants home, install new schroeder valves, fill the system with the proper amount of refrigerant, and place locking caps on the service valves.
Final Consumer Response /* (2000, 8, 2015/08/04) */
I am rejecting this response because: Burnsville Heating and Air offered no resolution in their response. While it is tempting to get lost in the inaccurate details listed in their response, I will stick the facts and focus on service or the lack thereof since our initial complaint to the Revdex.com last year. We have written record of when we called Burnsville to report the unit not working after our last complaint and the response of the staff or that a voicemail was left. Their records should show a total of four attempts to let them know their repair did not work--their repair lasted only a few weeks. On some of the occasions, we actually received a response from them telling us to 'wait it out'. Others never even responded to our voicemail left. Burnsville states that they have donated thousands in repairs, but the truth is that in the five years plus that we have owned our home, we have never made it through a summer season without the unit failing, which makes us question the quality of the installation and repairs. We brought out another repair person, and he too questioned the quality of the workmanship. I would love to do annual maintenance, if only I could get the unit to work for more than a year at a time. If Burnsville had responded to our calls letting them know their repair did not work, this communication would not be necessary. We would love to move on to another company, but as I mentioned previously, when we did, we were told that the previous company needs to take care of the work since they did the work wrong. Burnsville caused the part to go out of warranty due to their lack of response to evaluate their work. When they were out April 2016, they told us they would call Bryant (manufacturer of unit) to ask if they would honor the warranty since we reported the problem while the part was still in warranty. Burnsville confirmed at that time that we did notify them the unit was not working just weeks after the last repair. Burnsville, however, has made no attempt that we know of to call Bryant as they said they would. Since Burnsville had knowledge of the repair not working and chose not to come out during the warranty period, I would ask that they cover the cost of the repair needed.
Initial Business Response /* (1000, 5, 2015/07/10) */
We seek to hire conscientious technicians, so claims of poor workmanship are very disappointing. We will resolve this issue by returning to the complainants home, install new schroeder valves, fill the system with the proper amount of...
refrigerant, and place locking caps on the service valves.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much for your agreement to resolve this complaint in this way. We would respectfully request that the work be completed as soon as possible. One of my daughters suffered from heat exhaustion yesterday, and I am having to arrange other living arrangements while the heat is so strong. Thank you.
On July 17th, 2015 we did a repair on the condensing unit. If we would have gone out again before the warranty on the failed evaporator coil had expired this would have been a chargeable labor repair. The labor portion of the warranty expired in October of 2012. Our labor charge to replace the evaporator coil and properly charge the system is $950. This is the 2nd Bryant coil that failed, not a Burnsville Heating installation failure. Because warranty is not an issue at this point, we will have a new evaporator coil delivered to your home and you can employ the company of your choice do the installation.ll us why here...
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much for your agreement to resolve this complaint in this way. We would respectfully request that the work be completed as soon as possible. One of my daughters suffered from heat exhaustion yesterday, and I am having to arrange other living arrangements while the heat is so strong. Thank you.
The owners of Burnsville Heating & AC have agreed to replace the condensing unit as requested. The proper sized unit has already been ordered and delivered to us.We just need to make arrangements for an installation time.
We seek to hire conscientious technicians, so claims of poor workmanship are very disappointing. We will resolve this issue by returning to the complainants home, install new schroeder valves, fill the system with the proper amount of refrigerant, and place locking caps on the service valves.