Ms [redacted] As advised in our conversation and reviewing all notes it is our sole discretion, as written in the warranty, that we decided upon a $buyout of the warranty We will be happy to refund the $you spent on the service order The $from the buyout and the $refund can be used towards a new unit, if you wish Please advise of your decision and we can get the process started Thank you
Complaint: [redacted] I am rejecting this response because:No [redacted] service has ever on my premises everI do not know what Friedrich reps are referring toThe company that Friedrich referred to me was [redacted] serviceThey took the unit to their shop and brought back without any improvement in the unit's performance over a week later saying that there still was a non-functional part that needed to be replacedBut never replaced itThis was all communicated to Friedrich in detail.The second part of the Friedrich answer is correct in that that yesterday, after I placed my complaint with Revdex.com, [redacted] called me and promised to repair the unitThey have now scheduled to pick up the unit coming Sunday on September to take back to their shop and fix itIf they fix it and unit works as it is supposed to work, I will be satisfied Regards, [redacted] ***
[redacted] , AFTER CONFERRING WITH SERVICER, PRIME AIR CONDITIONING - THEY HAVE AGREED TO REPLACE THE UNIT FOR MR [redacted] WE HAVE PREPARED AUTHORIZATION FOR THE CREDIT AS WELL AS UPDATED THE CUSTOMER ON WHAT TO EXPECT FROM PRIME A/C THIS TOOK PLACE 6/30/@9: A.MCENTRAL STANDARD TIME AND GOT BACK WITH THE CUSTOMER ON 6/30/@9:A.M [redacted] WITH PRIME AIR TO CONTACT CUSTOMER WITH DETAILS ON EXCHANGE I CONTACTED CUSTOMER AS SOON AS I RECEIVED THIS COMPLAINT AND CUSTOMER WAS SATISFIED WITH RESOLUTION [redacted] , MANAGER CAC
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 Regards, and I fext in my documents to [redacted] and ill need a respond from tham [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 Regards, the service compane that fixt the unit told me that the unit is not working becose the cleaning problem and convints me that I need to fix it howaver thes is not normel that it should braek in less than years I have units that is years old and I never had any problem so mabey u sold me a junk unit? [redacted]
[redacted] does not have a file on this incident In order to provide response to the request we will require further information from the customerThe following information is needed:Serial number of the unit in question.Copy of the invoice from the service copy that performed the servicesCopy of the bill of sale for the unit in questionAfter receipt and review of these items [redacted] will be able to respond Thank you
Complaint: [redacted] I am rejecting this response because: I have not received a phone call/voice mail at [redacted] nor an email at [redacted] I am not sure what you mean you couldn't find my case recordI've submitted the online form on 5/and I also made a phone call on 5/both using the same contact as mentioned aboveIf you could not locate the request, then you should do something to your control systemPlease contact me at your earliest convenience and let's work this out Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have another receipt for the replacement unit that I purchased for the Friedrich unit The receipt titled "Lennox Mini Split Receipt" is the new unit that replaced the FriedrichThe receipt titled "Friederich Mini Split Purchase Receipt" contains the total for all the diagnostics and repairsI also have one more attachment of one E-mail correspondence I had with [redacted] from Friedrich that I was not able to attach to this messageI have not heard back from her and [redacted] still has not called me at allThey are very bad with communication and follow upsThat is why I was forced to go this routePlease feel free to call me at [redacted] for more informationThank you in advance Regards, [redacted] ***
Friedrich has reviewed the information provided by the consumer We do not show any recorded file on the dates provided by the consumer A file has been generated # [redacted] and Friedrich offers to exchange the unit with a new or comparable replacementPlease have the consumer contact our Consumer Advocate Center @ [redacted] , x [redacted] or email [redacted] .com if they are in agreement.Friedrich will hold this offer open for the next days from responseWhen consumer calls in please reference file number [redacted]
Friedrich did offer to reimburse the customer for their purchaseWe requested the following items the unit model & serial tag removed from the failed product and a copy of their bill of sale from ***. Upon receipt of those two items Friedrich will start the process for the
reimbursement
*** had received the documents requested. The unit you purchased on 07/11/is under the manufacturer's limited warranty only. The service that was provided by Abbey Service West was not for repairing or correcting any component or workmanship failure. Abbey cleaned the unit only which is recommended by *** to perform annually, however, is not covered under the *** warranty terms. Maintenance of the unit is a customer responsibility to provide as recommended. the $dollar claim is not a consideration for payment due to the services provided were for maintenance of this unit only and no actual failure of workmanship or components on this unit were found
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
From the information provided it appears that the original occurrence on the first unit took place on 05/21/2015. Friedrich warranty service company found the compressor had failed on the unit and that the part required to repair the unit would not be available for more than days.
Friedrich opted to replace the failed unit with a new product which was process on 06/02/RA# Friedrich was informed on 06/30/by the customer that the new replacement unit was noisy and refund of their purchase price for the original unitFriedrich advised customer that warranty service would be required to review the unit and repair if required under the warranty termsProvided customer warranty service company information. No further discussions from customer until 05/13/where customer informed Friedrich unit does not cool enough and request unit exchange or money back. Customer was informed to contact Friedrich warranty service to review and repair if required.05/31/received Revdex.com complaintCustomer request is to repair or refund purchase price of original unit purchasedFriedrich response is based on follow through discoveries on 06/01/2016.Friedrich warranty service company found no issues with current productFriedrich warranty service company did inform Friedrich that they advised the customer to do field modification to air thermistor to fool the unit from short cycling. they advised this based on customer informing the square footage of the room is square feet. The current Friedrich unit is btu's and is oversized for the area required.Based on the information received Friedrich now has a better understanding of what may be the root cause to the units performance and past noise issue. The customer stated that their btu Gold Star unit did a great job when they had to remove the Friedrich btu unit for service review. the reason the Gold Star unit did well is because it is sized correctly to the given application requirementsThe square foot are does not require more than btu's and the Friedrich btu unit is btu's oversized for the required spaceFriedrich is open to provide one more exchange of the unit and provide the customer a Friedrich btu unit in place of the btu unit currently in their processionAll cost to remove & install will be the customer's responsibility. Friedrich will require the btu unit returned to Friedrich whse for review and disposition. if the customer is in agreement please contact Friedrich at *** *** *** and provide file case # CT *** to the agent. the Friedrich agent will carry out the instruction noted in the customer's file
Revdex.com: (Re complaint ID ***)If Friedrich is offering to reimburse my purchase price of the dehumidifier from ***.com for $349.99, then that is satisfactory to me However, until now, Friedrich had never offered to do that, although I requsted that at least times. Please clarify if that is what Friedrich is offering, and if so, then where they would like me to mail them the sales receipt and the sticker from the unit
Regards,
*** ***
We can appreciate the customer's position. Upon review the customer listed has no file listed with Friedrich. To further any investigation we would require the following information.Proof of purchase for this product (copy of bill of sale)HVAC contractor information that installed the
product.Copies of service tickets that were generated for the review of the issue presented.Upon receipt Friedrich will generate a customer ticket and perform an investigation into this matter
A CASE RECORD WAS NOT FOUND ON CONSUMER, LEFT VOICEMAIL PER HIS CONTACT INFORMATION ON 5/24/2017. CONTINUED CONTACT WILL BE MADE TO CONSUMER TO REACH RESOLUTION. *** ***, MGRCAC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
AFTER REVIEWING CUSTOMERS COMPLAINT AND OUR RECORDS, WE SHOW THE CUSTOMER TRYING APPLY FOR A REBATE ON OUR WEBSITE INSTEAD OF ACCESSING THE LINK ON CUSTOMER'S RECEIPT. WE DO APOLOGIZE FOR THE CONFUSION AND WILL SEND OUT THE WIFI ADAPTER KIT NO LATER THAN TUESDAY, 6/20/2017.
THANK YOU. *** ***
Ms [redacted] As advised in our conversation and reviewing all notes it is our sole discretion, as written in the warranty, that we decided upon a $buyout of the warranty We will be happy to refund the $you spent on the service order The $from the buyout and the $refund can be used towards a new unit, if you wish Please advise of your decision and we can get the process started Thank you
Complaint: [redacted] I am rejecting this response because:No [redacted] service has ever on my premises everI do not know what Friedrich reps are referring toThe company that Friedrich referred to me was [redacted] serviceThey took the unit to their shop and brought back without any improvement in the unit's performance over a week later saying that there still was a non-functional part that needed to be replacedBut never replaced itThis was all communicated to Friedrich in detail.The second part of the Friedrich answer is correct in that that yesterday, after I placed my complaint with Revdex.com, [redacted] called me and promised to repair the unitThey have now scheduled to pick up the unit coming Sunday on September to take back to their shop and fix itIf they fix it and unit works as it is supposed to work, I will be satisfied Regards, [redacted] ***
Authorizing replacement of unit, [redacted] pending data tags
[redacted] , AFTER CONFERRING WITH SERVICER, PRIME AIR CONDITIONING - THEY HAVE AGREED TO REPLACE THE UNIT FOR MR [redacted] WE HAVE PREPARED AUTHORIZATION FOR THE CREDIT AS WELL AS UPDATED THE CUSTOMER ON WHAT TO EXPECT FROM PRIME A/C THIS TOOK PLACE 6/30/@9: A.MCENTRAL STANDARD TIME AND GOT BACK WITH THE CUSTOMER ON 6/30/@9:A.M [redacted] WITH PRIME AIR TO CONTACT CUSTOMER WITH DETAILS ON EXCHANGE I CONTACTED CUSTOMER AS SOON AS I RECEIVED THIS COMPLAINT AND CUSTOMER WAS SATISFIED WITH RESOLUTION [redacted] , MANAGER CAC
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 Regards, and I fext in my documents to [redacted] and ill need a respond from tham [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 Regards, the service compane that fixt the unit told me that the unit is not working becose the cleaning problem and convints me that I need to fix it howaver thes is not normel that it should braek in less than years I have units that is years old and I never had any problem so mabey u sold me a junk unit? [redacted]
[redacted] does not have a file on this incident In order to provide response to the request we will require further information from the customerThe following information is needed:Serial number of the unit in question.Copy of the invoice from the service copy that performed the servicesCopy of the bill of sale for the unit in questionAfter receipt and review of these items [redacted] will be able to respond Thank you
Complaint: [redacted] I am rejecting this response because: I have not received a phone call/voice mail at [redacted] nor an email at [redacted] I am not sure what you mean you couldn't find my case recordI've submitted the online form on 5/and I also made a phone call on 5/both using the same contact as mentioned aboveIf you could not locate the request, then you should do something to your control systemPlease contact me at your earliest convenience and let's work this out Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have another receipt for the replacement unit that I purchased for the Friedrich unit The receipt titled "Lennox Mini Split Receipt" is the new unit that replaced the FriedrichThe receipt titled "Friederich Mini Split Purchase Receipt" contains the total for all the diagnostics and repairsI also have one more attachment of one E-mail correspondence I had with [redacted] from Friedrich that I was not able to attach to this messageI have not heard back from her and [redacted] still has not called me at allThey are very bad with communication and follow upsThat is why I was forced to go this routePlease feel free to call me at [redacted] for more informationThank you in advance Regards, [redacted] ***
Friedrich has reviewed the information provided by the consumer We do not show any recorded file on the dates provided by the consumer A file has been generated # [redacted] and Friedrich offers to exchange the unit with a new or comparable replacementPlease have the consumer contact our Consumer Advocate Center @ [redacted] , x [redacted] or email [redacted] .com if they are in agreement.Friedrich will hold this offer open for the next days from responseWhen consumer calls in please reference file number [redacted]
Friedrich did offer to reimburse the customer for their purchaseWe requested the following items the unit model & serial tag removed from the failed product and a copy of their bill of sale from ***. Upon receipt of those two items Friedrich will start the process for the
reimbursement
*** had received the documents requested. The unit you purchased on 07/11/is under the manufacturer's limited warranty only. The service that was provided by Abbey Service West was not for repairing or correcting any component or workmanship failure. Abbey cleaned the unit only which is recommended by *** to perform annually, however, is not covered under the *** warranty terms. Maintenance of the unit is a customer responsibility to provide as recommended. the $dollar claim is not a consideration for payment due to the services provided were for maintenance of this unit only and no actual failure of workmanship or components on this unit were found
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
From the information provided it appears that the original occurrence on the first unit took place on 05/21/2015. Friedrich warranty service company found the compressor had failed on the unit and that the part required to repair the unit would not be available for more than days.
Friedrich opted to replace the failed unit with a new product which was process on 06/02/RA# Friedrich was informed on 06/30/by the customer that the new replacement unit was noisy and refund of their purchase price for the original unitFriedrich advised customer that warranty service would be required to review the unit and repair if required under the warranty termsProvided customer warranty service company information. No further discussions from customer until 05/13/where customer informed Friedrich unit does not cool enough and request unit exchange or money back. Customer was informed to contact Friedrich warranty service to review and repair if required.05/31/received Revdex.com complaintCustomer request is to repair or refund purchase price of original unit purchasedFriedrich response is based on follow through discoveries on 06/01/2016.Friedrich warranty service company found no issues with current productFriedrich warranty service company did inform Friedrich that they advised the customer to do field modification to air thermistor to fool the unit from short cycling. they advised this based on customer informing the square footage of the room is square feet. The current Friedrich unit is btu's and is oversized for the area required.Based on the information received Friedrich now has a better understanding of what may be the root cause to the units performance and past noise issue. The customer stated that their btu Gold Star unit did a great job when they had to remove the Friedrich btu unit for service review. the reason the Gold Star unit did well is because it is sized correctly to the given application requirementsThe square foot are does not require more than btu's and the Friedrich btu unit is btu's oversized for the required spaceFriedrich is open to provide one more exchange of the unit and provide the customer a Friedrich btu unit in place of the btu unit currently in their processionAll cost to remove & install will be the customer's responsibility. Friedrich will require the btu unit returned to Friedrich whse for review and disposition. if the customer is in agreement please contact Friedrich at *** *** *** and provide file case # CT *** to the agent. the Friedrich agent will carry out the instruction noted in the customer's file
Revdex.com: (Re complaint ID ***)If Friedrich is offering to reimburse my purchase price of the dehumidifier from ***.com for $349.99, then that is satisfactory to me However, until now, Friedrich had never offered to do that, although I requsted that at least times. Please clarify if that is what Friedrich is offering, and if so, then where they would like me to mail them the sales receipt and the sticker from the unit
Regards,
*** ***
We can appreciate the customer's position. Upon review the customer listed has no file listed with Friedrich. To further any investigation we would require the following information.Proof of purchase for this product (copy of bill of sale)HVAC contractor information that installed the
product.Copies of service tickets that were generated for the review of the issue presented.Upon receipt Friedrich will generate a customer ticket and perform an investigation into this matter
Friedrich will contact mr*** to the telephone number provided ***. Thank you
A CASE RECORD WAS NOT FOUND ON CONSUMER, LEFT VOICEMAIL PER HIS CONTACT INFORMATION ON 5/24/2017. CONTINUED CONTACT WILL BE MADE TO CONSUMER TO REACH RESOLUTION. *** ***, MGRCAC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
AFTER REVIEWING CUSTOMERS COMPLAINT AND OUR RECORDS, WE SHOW THE CUSTOMER TRYING APPLY FOR A REBATE ON OUR WEBSITE INSTEAD OF ACCESSING THE LINK ON CUSTOMER'S RECEIPT. WE DO APOLOGIZE FOR THE CONFUSION AND WILL SEND OUT THE WIFI ADAPTER KIT NO LATER THAN TUESDAY, 6/20/2017.
THANK YOU. *** ***