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,
[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,
[redacted]
From: [redacted] Sent: Monday, October 09, 2017 9:25 AM To: [redacted] Cc: [redacted]
Subject: Friendrich Air - Inquiry Good Morning Mr. [redacted], I apologize there has been an issue in getting your until looked at. However, I spoke with [redacted] at Northpole...
Cooling, she assured me that unit was picked up on Wednesday 10/4/2017 for servicing. We will be happy to extend your warranty to cover this servicing. In order to do so, may I please have the serial number for the unit being serviced. Thank you, [redacted] | CAC Manager Friedrich Air Conditioning Co. [redacted] [redacted] P [redacted] | www.friedrich.com Refer to www.friedrich.com/disclaimer for disclosures regarding this email.
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. We have contacted the company and can update after resolution if necessary.
Regards,
[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 customer. The 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 record. I've submitted the online form on 5/18 and I also made a phone call on 5/19 both using the same contact as mentioned above. If you could not locate the request, then you should do something to your control system. Please contact me at your earliest convenience and let's work this out.
Regards,
[redacted]
We had contacted Mr. [redacted] on 06/27/2017 to advise him that the original contractor who sold, installed the units did not install the correct items. Because the installing contractor is no longer in business Mr. [redacted] has contacted Friedrich on multiple media outlets and requested...
assistance from Friedrich. Friedrich appreciates Mr. [redacted] position and request and will assist him by offering to provide the correct outdoor unit at no charge if Mr. [redacted] is in agreement to be responsible for all other cost associated to installing this new condenser unit and disposing of the incorrect condenser unit. Mr. [redacted] had contracted a new service company, [redacted] whom Freidrich has informed of our intentions to provide the free outdoor condensing unit that is matched for the already installed ceiling cassette indoor unit at his restaurant. [redacted] is to provide Mr. [redacted] an estimate for the installation and removal.
Mr. [redacted] was informed that the product in question is no longer in the manufacturer's 60 month warranty period and expired on 9/7/2012. We did acknowledge to Mr. [redacted] that we do appreciate him as a customer, but could not merit a consideration to exchange or refund him for this product. ...
Mr. [redacted] was not in agreement with our warranty or Friedrich's decision not to provide a concession consideration to extend the 60 month warranty period on his CP18N30 air conditioning unit.It appears as well thee is another unit that Mr. [redacted] has and he filed a complaint with the Revdex.com about that unit as well. It is a model CP18F30 is still under the 60 month warranty and we are waiting on the arrival of the unit's model and serial tags that Mr. [redacted] is require to return to us so we can have replacement unit provided to him. We have informed Mr. [redacted] several times that these tags have not been received to date.Mr. [redacted] may be getting these two cases confused with each other. We will contact Mr. [redacted] to determine which unit is he indicating a need for assistance.
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 $53.66 buyout of the warranty. We will be happy to refund the $48.60 you spent on the service order. The $53.66 from the buyout and the...
$48.60 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
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.
Thanks to Revdex.com for helping me.
Regards,
[redacted]
Friedrich is open to contact the customer via
telephone to address this issue again. Friedrich had addressed this on September 10, 2015 (file attached) when
first contacted and below is the response provided to the customer.
The
customer purchased the product on...
line through Amazon. it was our understanding based on the customer's testimonial that the unit was installed by them and the problem incurred in the heat mode, but not the cooling mode. The customer was informed that there are no local companies in his immediate area that will not work on The Friedrich A/C units. The closest authorized Friedrich service company is 50 plus miles from where the unit was installed. Unfortunately,
this sometimes presents issues for on-line purchases and the products warranty entitlements. In this instance the warranty does not provide travel service
over 25 miles from the Friedrich authorized service facilities. Friedrich stands behind our products and will honor the product's warranty, however, the customer will be required to ship or take the unit(s) to the nearest authorized service company to have the unit review and serviced under the product's warranty terms (copy attached). Because the unit was reported last year Friedrich will extend the product's first year warranty and Friedrich will participate in the transportation cost (up to $65) if the customer transports or has the unit's transported to the closest authorized service facility. Lastly, should the customer be able to contract a non-authorized A/C service company Friedrich will support and if repairs or services are required will participate in the reimbursement to the customer or the service company directly with prior approval provided to Friedrich before services are rendered. The customer's proposal to have the unit's review and repair under the terms of the product's warranty is agreeable. The customer's other proposal to reimburse the total purchase cost of these two units is not a consideration of the product's warranty entitlements.
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,
[redacted]
THIS IS REGARDING FILE NUMBER [redacted], [redacted]. AFTER THE REVIEWING THE CASE HISTORY, FRIEDRICH HAS AGREED TO REPLACE THE UNIT. SERVICER HAS BEEN NOTIFIED AND REQUESTED THE DATA TAGS. MR. [redacted] HAS BEEN ADVISED AND IS...
AWARE OF REPLACEMENT TO BE ORDERED AND DROP SHIPPED DIRECTLY TO HIM. GAVE CUSTOMER MY DIRECT NUMBER TO CONTACT ME DIRECTLY WITH ANY QUESTIONS OR CONCERNS. I WILL CONTINUE TO FOLLOW UP WITH THIS SHIPMENT UNTIL CUSTOMER HAS RECEIVED THE UNIT AT WHICH TIME FIREDRICH WILL CONSIDER THIS COMPLAINT RESOLVED.
We have responded and provided an offer to Mr. [redacted] to resolve. below is an emial sent on 8/28/2015 to Mr. [redacted] and we are waiting for his response.Mr. [redacted]:I spoke with [redacted] and they do not have the exact unit replacement for yours but do have the newer version, CP18G10. They are willing to...
replace it so you don't have to wait for us to ship it but they charge a $50 fee for processing the replacement. Since we are replacing the unit we would not be able to absorb the fee, but if you are willing to cover that cost we can proceed with that option. Otherwise, we will have to ship it from here.Either way, I will need to get the original data tags from your unit before we issue the authorization. These are the 2 stickers on the front of the unit that have model and serial number, and the silver sticker from the left side of the unit that has model number and other information. Please send them to me as follows:" Remove the informational stickers off the of the unit" Place on a blank sheet of paper" Make a copy of the tag(s) for your records" Please send original tags to:Friedrich Air ConditioningATTN: [redacted] - [redacted]10001 Reunion Place, Suite 500San Antonio, Texas 78216So to recap, please let me know whether we will be replacing through [redacted] or shipping from here, send me the tags and we can finally have this resolved.Respectfully,[redacted], Consumer Service AdvocateCT#[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 6/30/2016 @9:15...
A.M. CENTRAL STANDARD TIME AND GOT BACK WITH THE CUSTOMER ON 6/30/2016 @9:18 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
Friedrich is aware of the situation that the customer has described in this forum. We had contacted our authorized service company [redacted] who verified that their company had been to the customer's house several times and that the unit in question was repaired and in good working...
order when they left the customer's house. In addition, they informed us the customer was not pleased with their customer service or with the repairs performed and was informed by the customer they were not welcomed back to the customer's home. Friedrich was informed by the customer that if the unit could not be repaired then to exchange or reimburse their money. Friedrich Service Manager [redacted] had contacted another service source who has scheduled with the customer to review and determine if the product can be repaired aor requires replacing. The second authorized service company is [redacted] and they are scheduled to be at the customers house on Sept 24, 2016. After the company has reviewed or repaired the unit will contact Friedrich to update or to get further directions.
Complaint: [redacted]
I am rejecting this response because:No [redacted] service has ever on my premises ever. I do not know what Friedrich reps are referring to. The company that Friedrich referred to me was [redacted] service. They 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 replaced. But never replaced it. This 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 unit. They have now scheduled to pick up the unit coming Sunday on September 25 to take back to their shop and fix it. If they fix it and unit works as it is supposed to work, I will be satisfied.
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 replacement. Please 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 15 days from response. When consumer calls in please reference file number [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 Friedrich. The receipt titled "Friederich Mini Split Purchase Receipt" contains the total for all the diagnostics and repairs. I 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 message. I have not heard back from her and [redacted] still has not called me at all. They are very bad with communication and follow ups. That is why I was forced to go this route. Please feel free to call me at [redacted] for more information. Thank you in advance.
Regards,
[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,
[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,
[redacted]
From: [redacted] Sent: Monday, October 09, 2017 9:25 AM To: [redacted] Cc: [redacted]
Subject: Friendrich Air - Inquiry Good Morning Mr. [redacted], I apologize there has been an issue in getting your until looked at. However, I spoke with [redacted] at Northpole...
Cooling, she assured me that unit was picked up on Wednesday 10/4/2017 for servicing. We will be happy to extend your warranty to cover this servicing. In order to do so, may I please have the serial number for the unit being serviced. Thank you, [redacted] | CAC Manager Friedrich Air Conditioning Co. [redacted] [redacted] P [redacted] | www.friedrich.com Refer to www.friedrich.com/disclaimer for disclosures regarding this email.
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. We have contacted the company and can update after resolution if necessary.
Regards,
[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 customer. The 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 record. I've submitted the online form on 5/18 and I also made a phone call on 5/19 both using the same contact as mentioned above. If you could not locate the request, then you should do something to your control system. Please contact me at your earliest convenience and let's work this out.
Regards,
[redacted]
We had contacted Mr. [redacted] on 06/27/2017 to advise him that the original contractor who sold, installed the units did not install the correct items. Because the installing contractor is no longer in business Mr. [redacted] has contacted Friedrich on multiple media outlets and requested...
assistance from Friedrich. Friedrich appreciates Mr. [redacted] position and request and will assist him by offering to provide the correct outdoor unit at no charge if Mr. [redacted] is in agreement to be responsible for all other cost associated to installing this new condenser unit and disposing of the incorrect condenser unit. Mr. [redacted] had contracted a new service company, [redacted] whom Freidrich has informed of our intentions to provide the free outdoor condensing unit that is matched for the already installed ceiling cassette indoor unit at his restaurant. [redacted] is to provide Mr. [redacted] an estimate for the installation and removal.
Mr. [redacted] was informed that the product in question is no longer in the manufacturer's 60 month warranty period and expired on 9/7/2012. We did acknowledge to Mr. [redacted] that we do appreciate him as a customer, but could not merit a consideration to exchange or refund him for this product. ...
Mr. [redacted] was not in agreement with our warranty or Friedrich's decision not to provide a concession consideration to extend the 60 month warranty period on his CP18N30 air conditioning unit.It appears as well thee is another unit that Mr. [redacted] has and he filed a complaint with the Revdex.com about that unit as well. It is a model CP18F30 is still under the 60 month warranty and we are waiting on the arrival of the unit's model and serial tags that Mr. [redacted] is require to return to us so we can have replacement unit provided to him. We have informed Mr. [redacted] several times that these tags have not been received to date.Mr. [redacted] may be getting these two cases confused with each other. We will contact Mr. [redacted] to determine which unit is he indicating a need for assistance.
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 $53.66 buyout of the warranty. We will be happy to refund the $48.60 you spent on the service order. The $53.66 from the buyout and the...
$48.60 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
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.
Thanks to Revdex.com for helping me.
Regards,
[redacted]
Friedrich is open to contact the customer via
telephone to address this issue again. Friedrich had addressed this on September 10, 2015 (file attached) when
first contacted and below is the response provided to the customer.
The
customer purchased the product on...
line through Amazon. it was our understanding based on the customer's testimonial that the unit was installed by them and the problem incurred in the heat mode, but not the cooling mode. The customer was informed that there are no local companies in his immediate area that will not work on The Friedrich A/C units. The closest authorized Friedrich service company is 50 plus miles from where the unit was installed. Unfortunately,
this sometimes presents issues for on-line purchases and the products warranty entitlements. In this instance the warranty does not provide travel service
over 25 miles from the Friedrich authorized service facilities. Friedrich stands behind our products and will honor the product's warranty, however, the customer will be required to ship or take the unit(s) to the nearest authorized service company to have the unit review and serviced under the product's warranty terms (copy attached). Because the unit was reported last year Friedrich will extend the product's first year warranty and Friedrich will participate in the transportation cost (up to $65) if the customer transports or has the unit's transported to the closest authorized service facility. Lastly, should the customer be able to contract a non-authorized A/C service company Friedrich will support and if repairs or services are required will participate in the reimbursement to the customer or the service company directly with prior approval provided to Friedrich before services are rendered. The customer's proposal to have the unit's review and repair under the terms of the product's warranty is agreeable. The customer's other proposal to reimburse the total purchase cost of these two units is not a consideration of the product's warranty entitlements.
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,
[redacted]
THIS IS REGARDING FILE NUMBER [redacted], [redacted]. AFTER THE REVIEWING THE CASE HISTORY, FRIEDRICH HAS AGREED TO REPLACE THE UNIT. SERVICER HAS BEEN NOTIFIED AND REQUESTED THE DATA TAGS. MR. [redacted] HAS BEEN ADVISED AND IS...
AWARE OF REPLACEMENT TO BE ORDERED AND DROP SHIPPED DIRECTLY TO HIM. GAVE CUSTOMER MY DIRECT NUMBER TO CONTACT ME DIRECTLY WITH ANY QUESTIONS OR CONCERNS. I WILL CONTINUE TO FOLLOW UP WITH THIS SHIPMENT UNTIL CUSTOMER HAS RECEIVED THE UNIT AT WHICH TIME FIREDRICH WILL CONSIDER THIS COMPLAINT RESOLVED.
We have responded and provided an offer to Mr. [redacted] to resolve. below is an emial sent on 8/28/2015 to Mr. [redacted] and we are waiting for his response.Mr. [redacted]:I spoke with [redacted] and they do not have the exact unit replacement for yours but do have the newer version, CP18G10. They are willing to...
replace it so you don't have to wait for us to ship it but they charge a $50 fee for processing the replacement. Since we are replacing the unit we would not be able to absorb the fee, but if you are willing to cover that cost we can proceed with that option. Otherwise, we will have to ship it from here.Either way, I will need to get the original data tags from your unit before we issue the authorization. These are the 2 stickers on the front of the unit that have model and serial number, and the silver sticker from the left side of the unit that has model number and other information. Please send them to me as follows:" Remove the informational stickers off the of the unit" Place on a blank sheet of paper" Make a copy of the tag(s) for your records" Please send original tags to:Friedrich Air ConditioningATTN: [redacted] - [redacted]10001 Reunion Place, Suite 500San Antonio, Texas 78216So to recap, please let me know whether we will be replacing through [redacted] or shipping from here, send me the tags and we can finally have this resolved.Respectfully,[redacted], Consumer Service AdvocateCT#[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 6/30/2016 @9:15...
A.M. CENTRAL STANDARD TIME AND GOT BACK WITH THE CUSTOMER ON 6/30/2016 @9:18 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
Friedrich is aware of the situation that the customer has described in this forum. We had contacted our authorized service company [redacted] who verified that their company had been to the customer's house several times and that the unit in question was repaired and in good working...
order when they left the customer's house. In addition, they informed us the customer was not pleased with their customer service or with the repairs performed and was informed by the customer they were not welcomed back to the customer's home. Friedrich was informed by the customer that if the unit could not be repaired then to exchange or reimburse their money. Friedrich Service Manager [redacted] had contacted another service source who has scheduled with the customer to review and determine if the product can be repaired aor requires replacing. The second authorized service company is [redacted] and they are scheduled to be at the customers house on Sept 24, 2016. After the company has reviewed or repaired the unit will contact Friedrich to update or to get further directions.
Authorizing replacement of unit, [redacted] pending data tags.
Complaint: [redacted]
I am rejecting this response because:No [redacted] service has ever on my premises ever. I do not know what Friedrich reps are referring to. The company that Friedrich referred to me was [redacted] service. They 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 replaced. But never replaced it. This 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 unit. They have now scheduled to pick up the unit coming Sunday on September 25 to take back to their shop and fix it. If they fix it and unit works as it is supposed to work, I will be satisfied.
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 replacement. Please 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 15 days from response. When consumer calls in please reference file number [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 Friedrich. The receipt titled "Friederich Mini Split Purchase Receipt" contains the total for all the diagnostics and repairs. I 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 message. I have not heard back from her and [redacted] still has not called me at all. They are very bad with communication and follow ups. That is why I was forced to go this route. Please feel free to call me at [redacted] for more information. Thank you in advance.
Regards,
[redacted]