Florida Atlantic University

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meIt is satisfactory in the sense that Comfort Expresss has excellent customer service and responded quickly with professionalism to resolve the issueTheir service/installation technician was outstanding.? My initial dis- satisfaction was in the fact that a defective 3rd party part/issue places me as a customer of a provider in a position to just take the service cost on the chin while the part manufacturer has no real accountability.? That becomes a shell game of accountability or lack thereof with the consumer taking the hit.? Regards, [redacted] ***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meIt is satisfactory in the sense that Comfort Expresss has excellent customer service and responded quickly with professionalism to resolve the issueTheir service/installation technician was outstanding. My initial dis- satisfaction was in the fact that a defective 3rd party part/issue places me as a customer of a provider in a position to just take the service cost on the chin while the part manufacturer has no real accountability. That becomes a shell game of accountability or lack thereof with the consumer taking the hit.
Regards, *** ***

Comfort Xpress sincerely understands this customer's frustration and sympathizes with consumers in general when faced with the dilemma of warranty coverage Comfort Xpress install the air conditioner our customer purchased in June of The unit serviced the home the summers of
and 2014, but in the TXV valve seized.The TXV was covered by the manufacturer's part warranty Since the labor warranty had expired, Comfort Xpress quoted the customer the drier, materials, refrigerant and labor costs for the extimated four hour procedure.Upon review, this complaint does not appear to be directed at any of the services Comfort Xpress rendered, but about the quality, operating time span and warranty coverage of the manufactured product The true source of dissatisfaction stems from the charges billed because the one year labor warranty had expired Any service provider would go out of business paying to replace or repair a manufacturer's product for free and Comfort Xpress is no different Even though we understand the frustration communicated in this complaint, we hope the customer will take the time to consider our position.Warranty - Trane, like most other HVAC manufacturers, has a base warranty and offers extended warranty options the customer can optionally purchase to cover repair labor for an extended period The key words are OPTIONS and OPTIONALLY Instead of including the labor/materials cost into the basic factory parts warranty and rolling the total into the purchase price (like a car manufacturer), Trane allows the customer to select how they wish to deal with labor coverage A high percentage of consumers purchasing appliances decline the extended labor warranty based on the price tag or just decline because it is another expense Accepting or declining an extended warranty option requires some consideration of the product purchase price, technology involved, expected life of the product and personal experience The customer did not pursue the extended labor warranty option in this instance.Quality - The customer points out the lacking quality of his Trane product, but in their defense, this was an industry wide issue for like models manufactured in periods of A process change in parts supplied from an upstream supply chain source created the issue Since the supplier was used by multiple HVAC manufacturers; the problem was not limited to Trane products It was not a safety issue If was not a defective part The issue was a chemical reaction that created a buion the TXV once the equipment was installed and operating A remedy to counter-act the chemical issue and avoid the buion the TXV was put in place, but in some cases, apparently not soon enough The remedy can be applied to existing, older units in the field if deemed required Maybe it