I am rejecting this response because: There was never any attempt to return my (multiple) phone calls nor a discussion regarding the power surge protector, despite whatever new found paperwork says otherwiseMy husband can attest to this as wellAfter working with this business, I just know I never will againWe were dismissed and rudely ignoredI regret ever making the first phone call to themAll I was looking for was fair treatment and understanding of the importance of having heat in our home with little girlsI do not expect or want anything from them more than an apology for their actionswell, lack there of
Please see attachments for the progression of our conversation with the customer since the event dateThere were 2-phone call attempts in order to reach the customer and come to a solutionWe are aware that other contractors are involved in the repair for this customer and submitted warranty claims against Bryant in order to perform the repairsBut the failure was due to a non-warranty issue and was not covered under workmanship or manufactures guaranteeWe have conducted business in a honest and professional manner and always strive for 100% satisfaction with all our customersWe also strive to maintain our professional relationships with our suppliersFalsely claiming warranty on parts and/or equipment would be unethical and a breach of contract.Please also see the attachments for the invoice from the install and the repair estimateThe technician that diagnosed the issues after their power outage found several itemsWithout knowing the full extent of the issue we informed the customer that the amount of items ruined from the power surge could be more extensive once the listed items were repairedDuring the initial service call, the technician recommended a surge protector to avoid future issuesThat recommendation seemed to have fueled the rest of this complaintSurge protectors are an accessory not a required or integrated component to any equipmentWe offer them to all our customers along with a all our other accessories in our Lifetime System Enhancements book.We feel all correspondences have been prompted due to requests to fix the equipment at no chargeFreedom's representation has been prompt and adequate for the situationIf further response is needed, please let us know
I am rejecting this response because: There was never any attempt to return my (multiple) phone calls nor a discussion regarding the power surge protector, despite whatever new found paperwork says otherwiseMy husband can attest to this as wellAfter working with this business, I just know I never will againWe were dismissed and rudely ignoredI regret ever making the first phone call to themAll I was looking for was fair treatment and understanding of the importance of having heat in our home with little girlsI do not expect or want anything from them more than an apology for their actionswell, lack there of
Please see attachments for the progression of our conversation with the customer since the event dateThere were 2-phone call attempts in order to reach the customer and come to a solutionWe are aware that other contractors are involved in the repair for this customer and submitted warranty claims against Bryant in order to perform the repairsBut the failure was due to a non-warranty issue and was not covered under workmanship or manufactures guaranteeWe have conducted business in a honest and professional manner and always strive for 100% satisfaction with all our customersWe also strive to maintain our professional relationships with our suppliersFalsely claiming warranty on parts and/or equipment would be unethical and a breach of contract.Please also see the attachments for the invoice from the install and the repair estimateThe technician that diagnosed the issues after their power outage found several itemsWithout knowing the full extent of the issue we informed the customer that the amount of items ruined from the power surge could be more extensive once the listed items were repairedDuring the initial service call, the technician recommended a surge protector to avoid future issuesThat recommendation seemed to have fueled the rest of this complaintSurge protectors are an accessory not a required or integrated component to any equipmentWe offer them to all our customers along with a all our other accessories in our Lifetime System Enhancements book.We feel all correspondences have been prompted due to requests to fix the equipment at no chargeFreedom's representation has been prompt and adequate for the situationIf further response is needed, please let us know