Fox Family Heating and Air Conditioning

To specifically address the comments above, the system was not installed improperly. We take a great deal of pride in the quality of our installation, and this project passed building inspection by the City of Roseville with zero corrections on June 19, 2018. When the quote to replace the system was initially provided to the customer, the customer did not express any interest in getting a whole new lineset. This would actually be pretty uncommon, especially to request an external lineset on a home that has it already built in the wall internally. There were no issues noted about the existing lineset at the time, and installing a new one was not part of the original scope of work and was not factored into the new system price. On June 7th, the day after the installation, the customer called our office to say how happy he was with the new system and that the airflow was nice and even throughout the home. He has commended our service on many occasions, as he has been a customer of ours for two different homes since February 2017. On June 8th, Mr. called and said he was noticing a vibration sound in his wall. He asked if we can come take a look whenever convenient. He said everything was working great, but wanted to see if there was anything we could do to further mitigate the vibration. We were in the midst of our first heat wave at the time, so we were completely booked with emergency service calls for a week and a half for customers that had no air conditioning. I expressed this to him and he said that is fine, to just put them on the schedule "whenever" and send over an appointment confirmation. I asked him if we could do Monday morning, June 18th at 7am, and that we would be able to send his requested technician, ***. Kevin said that would be fine and to just e-mail over a confirmation, which we did.
On June 17th, we sent the usual e-mail reminder about the appointment the following day.
On June 18th, *** arrived at 7am, as promised. He tried several things to try to mitigate the vibration noise, to no avail. It seemed the interior lineset (which we did not install) was rubbing up against wood inside the wall. *** felt that the only solution would be to disconnect the existing lineset and install a whole new one, externally. Mr. agreed and asked us to proceed. We made adjustments to our existing appointments for the day and sent another technician to help *** in order to get this done the same day. The work was completed in