Four Seasons Heating & Air Conditioning, Inc.

Initial Business Response /* (1000, 8, 2014/09/29) */
Mr. [redacted] called Four Seasons and requested a service call because his air conditioner was making a noise. When our technician arrived on 08/25, he noted that the noise was not present at the time but that the customer may need a new blower...

motor in the future. He performed a tune-up on the air conditioner and added a pound of Freon due to a refrigerant leak. The invoice for services performed is attached for your review.
Ten days later, the customer called Four Seasons because the unit was making the noise again. Four Seasons dispatched a technician to the customer's home that diagnosed that the blower motor inside the furnace was making the noise and recommended to replace it. This service was provided at no cost to the customer. Please see the attached service invoice for your review.
We spoke with the second technician that provided the service for customer and he doesn't recall telling the customer that they didn't need the tune-up on the air conditioner because the issue was with the blower motor inside the furnace. Four Seasons apologizes for any miscommunication that may have transpired but the tune-up that was provided on the initial visit was for the air conditioner and includes a no breakdown guarantee; should there be an issue with the unit, Four Seasons will return at no cost to the customer. Since that guarantee was honored and a service was performed, no refund would be rendered.
Should the customer have any additional questions or concerns in regards to the service performed, they can contact our 24/7 customer service team by calling XXX-XXX-XXXX ext. [redacted]

Four Seasons has spoken with Mr. [redacted] in regards to his concerns. We did refund the $85 that he paid on the service call and provided him with a quote as requested. Should Mr. [redacted] have any further questions, he can always contact our 24/7 customer service team at 708-[redacted] ext. [redacted]. Thank you for your time and consideration in this matter. Four Seasons is considering this case resolved.

Four Seasons has contacted Mr. [redacted] in order to resolve his concerns. Thank you for your time and attention to this matter.

Four Seasons is in contact with both the manufacturer of the equipment, [redacted] and Mr. [redacted]. A representative from [redacted] is scheduled to meet Mr. [redacted] and a representative from Four Seasons on Wednesday, January 18th to go over any and all concerns in regards to the equipment functionality....

Initial Business Response /* (1000, 9, 2014/06/13) */
Four Seasons installed a furnace and an air conditioner at the [redacted] residence on 6/28/13. Please see the attached contract between Four Seasons and the customer that Mr. [redacted] signed.
On 10/17/13, Mr. [redacted] failed inspection with...

the City of [redacted] due to the circuit breaker not having the hacr rating on it and for the romex electric ran outside of the home being out of code.
A Four Seasons technician returned on 12/23/13 to comply with the failed inspection. At this time he replaced the breaker to have a hacr rating on it that the City required however, our technician determined that Four Seasons did not install the romex electric that was outside of the customer's home. Due to the fact that this was a pre-existing issue, to replace the romex with conduit would be a chargeable service. The customer declined and the technician turned this over to our customer service department. His invoice is attached for your review.
Our customer service department spoke with Mr. [redacted] in regards to the pre-existing romex electric that was installed throughout his entire home when it was originally built. In order to bring the outside electric up to code, it would be a 2 man job with 4-5 hours worth of work. This type of job normally costs about $1180.00 however, out of good customer service; Four Seasons offered a significant discount leaving the cost to perform the work at $472.00. Mr. [redacted] felt that since Four Seasons replaced the air conditioner that it was our responsibility to bring his existing electric up to code. All Four Seasons did was remove a condenser outside and install a new one. On the attached contract that Mr. [redacted] signed it clearly states, "The company assumes no responsibility for deficiencies in existing air duct system, hydronic piping system, electrical and/or gas systems".
Four Seasons tried numerous times to come to a resolution with Mr. [redacted], which were unsuccessful. At this point Mr. [redacted] decided to hire another company to do the electrical work, in which he tried to make us pay for. Four Seasons is not responsible for doing this work without any additional cost, due to the fact that this was an existing problem with their homes wiring.
We explained to Mr. [redacted] that whether or not he wanted to hire the other company or Four Seasons to install new conduit and electric, that ultimately that was his choice; either way Four Seasons is not responsible for performing the work at no charge or for paying another company. If Mr. [redacted] had contracted Four Seasons to perform the work, we could guarantee it however due to multiple liabilities we could never guarantee another company's work and therefore would never pay to have them perform it.
Four Seasons installed a furnace and an air conditioner at the [redacted] residence. We did not install the romex electric in their home. The customer's complaint is in regards to his home not passing ** inspection due to the original electric that was installed. Four Seasons feels that we tried to come to an amicable resolution with the customer and were unsuccessful. However, it is ultimately the customer's responsibility to keep their home up to code per the village in which they live in.
Based upon the information provided, Four Seasons feels that this complaint should be removed from our record due to the responsibility of the electric being out of code is solely the homeowners. Thanks you for your time and consideration in this matter.
Initial Consumer Rebuttal /* (3000, 11, 2014/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Four Seasons very clearly demonstrates how they still do not understand the coding issue that was raised during the inspection. Four Season repeatedly claimed that the solution to the issue involved running conduit from the dispatch box to the circuit breaker. The inspector clearly stated that the issue could have been resolved by simply covering the exposed romex wire on the exterior of the house or by connecting the wire to the dispatch box within the house so no wire was exposed on the exterior of the house. The later is what we hired a Professional to do which he did in 2 man hours by himself which is half of the effort Four Seasons claimed it would take and at a cost of $490. That Four Seasons tried to sell this service to us a an estimated cost of over $1000 at a "discount" is troubling. We can provide photographs showing that that the repair made simply puts the wire behind the wall so it was not exposed. The additional work to run conduit from the dispatch to the circuit break was not required as part of the violation.
Finally the claim that our house was out of code at the start of the installation is false. The inspector informed us that had the installation not occurred we would have been grandfathered in to the previous code that was in force when the original unit was installed. Which means that services rendered by Four Seasons took our house from being at code to being out of code. Therefore the exemption cited from the contract that we signed does not apply.
Final Business Response /* (4000, 13, 2014/06/26) */
Four Seasons response to this matter remains the same. Mr. and Mrs. [redacted] contracted Four Seasons to install a furnace and an air conditioner. We did not install the pre-existing electric in the customer's home and we are not responsible for it per the terms and conditions of our contract that the customer signed.
Final Consumer Response /* (4200, 15, 2014/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We agree that Four Seasons did not install pre-existing electrical wiring. However prior to the installation of the A/C and Furnace unit our pre-existing electrical wiring was at code as confirmed by the [redacted] City Inspector from the Dept of Community Development. Following the installation we were in violation. Had Four Seasons not performed work on our home we would still be at code with our existing wiring. We have included pictures of the violation following the installation and after we hired a professional to correct it to demonstrate that compliance did not require a complete rewiring with conduit. Four Seasons did not perform due diligence required to ensure a proper install and did not properly assess what was required to bring the home back to code in there estimate. We believe that a business deserving of an A rating by the Revdex.com would have complied with the codes active in the communities they serve.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Four Seasons has agreed to replace the humidifier. 
Sincerely,
Patrick [redacted]

Complaint: [redacted]
I am rejecting this response because: As of 7-7-2016, I spoke with a representative from 4 season's Heat and Air conditioning and was told I would be refunded the $85 estimate charge.  After which, I received a voice mail message with a...

quote on how much it would cost me to protect my air conditioner. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Four Seasons has been in contact with the customer in order to address and resolve his concerns. Should the customer have any further questions or concerns, he can contact our 24/7 customer service department at 708-[redacted] ext. [redacted]. Thank you for your time and attention to this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Maureen [redacted]

Four Seasons is currently in contact with the customer to resolve any and all of his concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have no further issues involving this matter.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2014/12/19) */
Four Seasons performed a tune-up on the customer's furnace on 10/29/14. A couple weeks later, the customer called because of a noise coming from the furnace. We dispatched a technician to their home that diagnosed that the a-coil was...

dirty. The technician could not duplicate the noise that customer was hearing and charged the customer $85 for the service call fee that includes the travel and diagnostic.
After the service was performed, a representative from our customer service department called Mrs. [redacted] to make sure that she was satisfied with the service performed. Mrs. [redacted] informed our representative that she didn't have time to talk because she was going into church. Our representative completely understood and just informed the customer that should she have any questions in regards to the technician's visit, to contact our 24/7 customer service department.
Two days later, Four Seasons received a complaint that the customer filed with the Revdex.com. We immediately reached out to the customer and asked her why she filed a complaint rather than express her dissatisfaction with the representative over the phone. She explained that she didn't think we would do anything about it because the technician knew she was upset and she still had to pay. We explained to Mrs. [redacted] that is why we make the courtesy calls after service is performed; to insure customer satisfaction. She understood and informed us that she would let the Revdex.com know that Four Seasons handled it internally.
The customer felt that this since the noise was no longer apparent after the second visit that they shouldn't have been charged the $85 service call fee. Even though both visits were unrelated, Four Seasons did refund the customer the $85 out of good customer service.
We have spoken with the customer and she has received the refund however, Four Seasons feels that this complaint should be removed from our record. If the customer would have contacted Four Seasons first, the outcome would have been the same. We were never given the opportunity to resolve the customer's concern before she filed a complaint which is highly recommended by the Revdex.com.
Thank you for your time and consideration in this matter.

Four Seasons has been in contact with the customer in order to address and resolve his concerns.

Complaint: [redacted]
I am rejecting this response because:There are several inaccurate statements in their claim and I want to elaborate on their business tricks. Four Seasons' products in my experience so far have not survived a year after their installation. We have had several problems with FSHVAC units in our apartments as well as our house. Every time, the problem occurs because we do not have "the proper  maintenance performed" on their heating/AC units as Four Seasons puts it. If a properly functioning unit was installed why does it require yearly maintenance and specifically by one of Four Season's techs? Shouldn't these units function properly without extra professional maintenance? It seems like after one year, their units all need complete repairs (not just simple maintenance like they claim). Secondly, on June 23rd, the technician said there would be an $85 fee and that is why I did not sign off on the invoice. So Four Seasons is incorrect in saying I was not going to get charged. On the same day, Four Seasons mentions that I cancelled the appointment and that is why the tech left. This is absolutely incorrect. The tech was told by Four Seasons, as I overheard their conversation, to leave and avoid signing off on the letter I had prepared ahead of time at all costs. The technician even told me that he was told to leave as well as to leave the compressor outside my house. I did not cancel the appointment.Recently, I attained Four Seasons' customer service number but the person I spoke to gave me the incorrect number so when I first called several times, there was no answer. When I finally did get the right number from someone competent, I left several voicemails. Four Seasons did not call me, [redacted], or my husband, [redacted], nor did they leave several voicemails with either of us, as they claim from their message.I am grateful two technicians came over recently to fix the AC unit and it works thus far as per a couple of 30-minute tests. However, there remains a question of whether this until will survive the winter and work the following summer. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Hi, I could not thank the Better Bureau Business enough for helping with my Central Air.  Four Seasons call me the...

next day once they received the complaint.  They did not ask me any questions, only told me they would put a new central air in on Wednesday. It’s working great and I want to say I’m really thankful!! 
Sincerely,
Jenette [redacted]

Four Seasons has contacted the customer in order to address and resolve his concerns.

Ms. [redacted] scheduled to have Four Seasons come out on
11/23/15 to perform two dryer vent cleanings. During the cleaning, our employee
accidentally broke one of her dryer vent covers. Ms. [redacted] called our
customer service department to inform us of the incident. The customer
scheduled to have...

a technician come out on 11/27 to assess the damage. On 11/27, a technician was dispatched to Ms. [redacted]
home and determined that the screen on the outside vent cover was broken. Four
Seasons took responsibility for the damage and scheduled to have the cover
replaced. The next day a technician returned, but determined that the cover
purchased would not fit properly. Since this type of cover cannot be purchased
at the store, Four Seasons ordered the cover for Ms. [redacted] through the
manufacturer.On 12/3 Four Seasons received the part and scheduled to
have it replaced that day with Ms. [redacted]. The vent cover was replaced and
Four Seasons considered this matter resolved.While resolving this issue with Ms. [redacted], she was in
contact with the manager of customer service over at Four Seasons. Each
appointment was scheduled at the customer’s request and her allotted time
frames.  We apologize if Ms. [redacted]
feels that her concerns were not addressed appropriately and within a timely
manner. All of Four Seasons phone calls are recorded for quality and training
purposes and are available for the Revdex.com’s review.Four Seasons performed two dryer vent cleanings for the
customer on 11/23/15 and accidentally broke a vent cover in the process which
we took full responsibility for. It is never a business’s intention to
purposely damage property while performing service; it was an accident that
Four Seasons resolved at no charge to the customer. That does not justify not
paying for the dryer vent cleaning service that was performed.Ms. [redacted] paid Four Seasons $350.00 to have two dryer
vents cleaned. Out of good customer service and in lieu of what transpired,
Four Seasons is more than happy to extend 2 free clean and checks that Ms. [redacted] can use on her furnace or air conditioner. We have mailed these free
certificates to the customer and she should be receiving them within 7-10
business days. Thank you for your time and attention to this matter. Four
Seasons is considering this issue resolved.

Four Seasons would like to schedule this service for the customer. If he could please contact our 24/7 customer service team at 708-[redacted] ext. [redacted] we would appreciate it. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Kimberly [redacted]