Four Seasons Heating & Air Conditioning, Inc.

Four Seasons has been in contact with the customer in order to address and resolve all of her questions and 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]

Four Seasons has been in contact with the customer and together we were able to address and resolve the customer's concerns to her satisfaction. Thank you for your time and attention to this matter.

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

in this matter.

Four Seasons has been in contact with the customer to answer any questions and address any concerns they may have. 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.
From: Fran [redacted] [mailto:[redacted]@att.net] Sent: Monday, October 09, 2017 10:36 AM To: Revdex.com Info...

<[email protected]> Subject: Re: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint #[redacted] Thank you for your prompt attention this matter. Please be advised that Four Seasons did reach out to me and waived their bill and that matter is now resolved. Thank you!! Sent from my iPad
Sincerely,
Eugene [redacted]

Four Seasons has been in contact with the customer to address and resolve her concerns. Should she have any further questions, our 24/7 customer service team is available at 708-[redacted] ext. [redacted].

Initial Business Response /* (1000, 10, 2014/08/13) */
Mr. [redacted] called Four Seasons requesting a free in home estimate on his air conditioner. Four Seasons scheduled the customer for 05/21/13 when our salesman sold him an air conditioner to be installed on 05/25/13. A salesman is not a...

technician; he does not diagnose issues with equipment, he simply supplies estimates for new equipment. Please see the attached contract for your review.
On 05/25/13 our installation team installed the air conditioner that Mr. [redacted] purchased; the evaporator coil located inside the furnace and the condensing unit located outside on the ground.
A couple months later on 07/17/13, during the heat wave, Mr. [redacted] called Four Seasons because his home was not meeting the temperature set on his thermostat. Our representative explained that due to the extreme weather we were having that there would be a 20 degree differential from the outdoor weather and humidity to the temperature in the home. Mr. [redacted] said that he had cool air coming out of his vents and that if the problem persisted, he would call Four Seasons back to schedule a service call. Please see the attached weather report for this particular week.
Mr. [redacted] did not call Four Seasons back until almost a year later to schedule his annual maintenance on his air conditioner. While on the phone with our representative he explained that he didn't feel like his unit was operating properly so our representative scheduled the customer for a service call at no charge the very next day.
On 05/14/14, our technician arrived at Mr. [redacted]'s home and discovered that they unit was low on Freon. He added dye to the system in order to return at a later date to find where the Freon was leaking from. The invoice for this service is attached for your review.
On 05/21/14, our technician returned to inspect the system. There was no presence of any dye to indicate a leak. Due to the probability of the system not running long enough to expose where the leak was at, the customer was rescheduled to insure a thorough inspection. This invoice is also attached for your review.
On 06/28/14, our technician returned and found that the Freon leak was located in the pre-existing line-set that Four Seasons did not install. Our technician quoted Mr. [redacted] $1520.00 to replace the entire line-set or $795.00 to repair it. The cost of this process includes evacuating the Freon, repair/replace the line-set, filling the unit back up with Freon, and calibrating the system per manufacturer's specifications. The customer declined both options presented to him. Please see the attached service invoice for your review.
Our customer service representative spoke with Mr. [redacted] in regards to the situation and offered a 25% discount off replacement of the line-set ($380 savings). Mr. [redacted] declined Four Seasons offer and wanted to pursue the equipment's 2 year satisfaction guarantee that Lennox has earned through the Good Housekeeping Seal. This guarantee can be found at http://www.goodhousekeeping.com/product-testing/history/about-good-housekeeping-...⇄ /> Even though Mr. [redacted] does not qualify for this guarantee because the Lennox unit never failed, Four Seasons offer to replace the line-set with the extended discount is still available to him. If the customer is still interested in taking advantage of this service, he can contact our 24 hour customer service department by calling XXX-XXX-XXXX ext. 5050.
Based upon the information provided, Four Seasons respectfully requests that this complaint be removed from our record due to the fact that we did not install the line-set located in Mr. [redacted]'s home and are not responsible for replacing it at no charge. Thank you for your time and consideration in this matter.

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]

Four Seasons is currently in contact with the customer to address and resolve her concerns. Thank you for your time and attention to this matter.

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 installed a [redacted] Furnace for Ms. [redacted] on 01/11/16. We removed her existing [redacted] Furnace and replaced it with a brand new one.   There were several services calls made to Ms. [redacted] home due to the furnace shutting down. Our Field Supervisor...

discovered that the manufacture of the furnace changed the venting application for their units without providing notice to the Dealers. Due to the fact that Ms. [redacted] furnace was one of three in the building and located at the lowest point, her unit was starving for air; thus shutting down.   After our technician was able to reconfigure the venting, Four Seasons installed a brand new unit for Ms. [redacted] and provided her with two years of free maintenance on all three units in her building in lieu of the inconvenience.
 
We would like to thank Ms. [redacted] for her patience during the service provided and we look forward to a long lasting relationship for many years to come. Thank you for your time and consideration in this matter. Four Seasons considers this matter resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11553629, and find that this resolution is satisfactory to me.
I very much appreciate the...

followup and help given to me by Jeff [redacted] of Four Seasons Heating. He has given me confidence that Four Seasons Heating and Air Conditioning wants to do the right thing and will work the the customer to make it so. 
Sincerely,
Ronald [redacted]