George Lerner, Inc.

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,
*** ***

To Whom it May Concern, *** *** had been in contact with Country Suburban regarding an error code with the unit that was installed in which had a year warranty on itEvery time *** had called, we did send a technician out to work on the unit. After coming to the conclusion
that the compressor was bad, Country Suburban offered *** *** a new upgraded unit at cost from BryantMr*** was still not satisfied with dealCountry Suburban had then offered to install a brand new upgraded condensing unit to Mr*** for FREEAfter many phone calls to Mr*** he did not want us to install this for him. We believe that Country Suburban went above and beyond the call of duty to give the customer piece of mind. Thank You, Country Suburban

To Whom it May Concern, Mrs*** was charged with tax $to have a tune up completed on her fireplace on 10/12/The appointment was also scheduled furnace tune upWhen our service technician started to clean the furnace, he noticed that the heat exchanger was crackedThe customer
had decided to go with a new furnace and gave our technician her credit card to pay in full for a new unitLater in the day the customer had decided to not have a new unit installed and wanted her money refundedSince the credit card had already been charged in full (per conversation with Mrs***) we would have to charge her for the reversal fees on the credit cardSince our technician had started to do some work on the furnace and also declared that the heat exchanger was cracked, we would have to charge Mrs*** a service fee for declaring her furnace would need to be replacedIf the customer decides to go with us to replace the furnace, we deduct the service feeSo in total, Mrs*** was charged $to have her fireplace cleaned, $for the credit card reversal and $for the service call to declare that her heat exchanger was cracked. Thank You,Country Suburban

To Whom it May Concern: Country Suburban installed the unit for *** *** in May 2010. The unit started having mechanical issues in December of which is years after the unit had been installedThe unit ran for years during the winter and summer monthsWe, at Country Suburban know it was installed correct because it would not have run that long with out having any issuesAn ac unit can break down that is why we have a service department to work on the products. The contract had Mr*** signed when purchasing the unit states there is a Labor Warranty of year for the condenserThe contract for the heat pump which was option A on the contract says there is a year compressor warranty on the 286ANA024. Country Suburban sells and installs premium productsThe contract states how long the warranty is per manufacturer. Mr& Mrs*** did not perform yearly annual cleanings on the AC unit to keep the system at peak performanceWe have records of the trips we have made to the ***'s residenceBryant's factory warranty card enforces yearly cleanings to enforce warranty. On service calls that were performed in December and January by Country Suburban the technicians found that the unit was low on refrigerantYou are not able to charge the system with refrigerant when the temperatures are down to degreesWhen the temperatures were warmer, are technician recharged the unit and couldn't balance it accuratelyHe tested the compressor and brought the capacitor back to the shop to be test with our Micro UF meter and was going to put it back in the unit after testing itWe were not stealing the partMr*** would not let us go back to put the part back in. Mr*** had called Country Suburban and said he wanted the condenser under warrantySarah and Steve in the office both offered a brand new Bryant 288-seer upgraded unit for free with a new Evolution thermostat at no chargeMr*** refused itWe have multiple witnesses that heard our offer to him. Mr& Mrs*** made their own decision to replace the system at their expenseWe were going to replace the whole outdoor unit for freePeople make choices and they chose at their expense

To Whom it May Concern, Country Suburban sold *** *** a Lennox AC unit for $on July 17, The unit was sold cash and carry as long as we inspected the work once it was completed and do start up with *** *** (the company Mr*** had asked to have install it.) While ***
*** was installing the unit, we went over to inspect it and told *** *** that some of the duct work had to be redone On July 27th, *** called stating that his AC unit was not working*** had asked if we could come back out and reposition the coil and clean up the sheetmetal work that *** *** had performedOn August 4th, *** *** *** *** *** from *** *** went out and replaced the compressor at no charge to Mr***Mr*** had called Country Suburban on May 27th saying his AC unit was not workingWe inspected the unit and the compressor was badWe told Mr*** we can get a new compressor under warranty but there would be a fee to install it since we did not charge an installation fee from the beginning. *** From *** *** should be going out to install the compressor at no charge to the customer since they were paid for the first initial install for the unit. Thank You, Country Suburban

The paneling has been replaced and we have given them a check for their broken china. Customer informed us they were satisfied

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.We were never offered an upgraded unit or a replacement system; they owner specifically contacted me and said he would personally install a new compressor for free but we would still have to pay for labor costsHe also told me that he had no clue that we had this problem; however, it does not acceptable that the owner of the company has no clue how his business is doingAlso, we had a year warranty the compressor and we had year warranty based on our proposal that is attached from country SuburbanAlso, they only reason why they said ti was the compressor was because all other things that it could have been failed because the leaks they found and the outside thermostat that they thought was the problem were fixed and did not fix the problem; so then it absolutely was the compressor that had to be fixedHowever, *** *** and *** technicians would disagreeThe *** *** technician found nothing wrong with the compressor and it was working fine; and found that our whole system was disconnected and this was by Country SuburbanA technician from *** specifically told us that a technician took a part of our system and it was a part that was need to run the system, and that would be by the Country Suburban technicianWho knows if the compressor was the problem with the system because the people at country Suburban had no clue what the problem was; one specific technician form Country Suburban came to the house times and specifically told my wife that he had no clue what was wrong with our system and that's why they called people from Syracuse but we had to wait days to a week for technicians to come out; so it was not quickWe are not satisified with the response that Country Suburban submittedThey don't take any responsibility for what happened.Regards,*** ***

We have talked to customer

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** ***
I do not agree that my cc had to be charged that day in full, as the potential service of installing a new furnace was not to occur until the following dayI have days to reverse my decision and having them charge me a $'reversal fee' is wrongI will agree to pay the amount for what they call the 'service call' on the furnace, although no work was actually done to the furnace other than determining it was brokenMy credit card ought not to have been charged until all of the work was completed, regardless of when I gave them my cc information

To Whom it may concern:      Contacting you to let you know that we at County Suburban Heating & Air Conditioning have corrected everything and detailed the entire job. There was a lack of communication of scheduling to complete the job.Thank youHarry G** /President

This is in
regards pertaining to a complaint [redacted] from our
customer [redacted] We have already contacted Mr. [redacted] and scheduled
appointment for Tuesday 11/10/2015 between 8-9 AM to resolve all the issue's
with the Hot Water Heater. Mr. [redacted] got it installed in 2010; he has...

now
been out of warranty for three years. This hot water heater had two years parts
and labor warranty and a one-year warranty for all miscellaneous parts. We are
going to still fix the Hot Water Heater free of charge for him. We do apologize
for the miscommunication and inconvenience we have caused Mr. [redacted].
*Attached
is a copy of the warranty for Mr. [redacted] hot water heater warranty
Thank You
Country Suburban

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] I will accept this $86.69 check, however note that I am not 100% satisfied that the $100 was not credited back to me in full for the 'reversal fee'. I provided plenty of notice of my decision to change my mind on having the furnace installed by Country Suburban.

If you could please add this review for Country Suburban, I would appreciate it.Country Suburban fixed our broken Lennox AC unit on 6/22/16 , installed a new lining, new coil, metal work & a new compressor. The staff were very professional & worked hard all day to make sure everything was perfect for us. I appreciate their time & hard work! Thank you!

From: Lisa [redacted]<[redacted]>Date: Tue, Jun 14, 2016 at 12:43 PMSubject: Complaint ID: [redacted] To: [redacted]To Whom it May Concern, Please see the attached documents. This unit was not install by Country Suburban it was installed by [redacted]s. [redacted]s can be reached at [redacted] and they can clarify that they installed this unit. Thank You,Country Suburban

[redacted] [redacted]
[redacted]
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We will be sending a check to Debbie Manley for $86.69. We have charged $206.52 for the fireplace tune up and also the work completed on the furnace. This check will be going out in the mail next week. If you have any questions or concerns please let me know. Thank you,Country Suburban

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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.A system that costs $6,000 should not last ONLY 5 years. If we knew that it would last ONLY 5 years, I would not have purchased this system. Also, they installed a compressor that was already 2 years old when they installed in in 2010. A professional company should not be putting old equipment into a brand new system. None of the documents say that it was only a 5 year system. The only documents we have is the proposal and it does not say anything about the compressor being a 5 year warranty; right on the front page of the proposal; it says 10 year compressor warranty; NOT 5 years. We were not given a contract; it was a proposal that was signed and dated with what they were going to install and do. I had them here for cleanings of the system; and what they saying is false. They are trying to put the blame on others, when they are at fault. They were here multiple times and there was not refrigerant in the system, and the technicians could not find anything wrong; they said it COULD be a possible leak. Other technicians came and said they fixed the small couple of leaks, and when the alert on the system showed back up, ell the findings changed and it was the compressor. When one technician came and took the part, he never contacted me. I had to call them and they told me that he had to get in contact with Bryant before he could come back. I did not contact Country Suburban to have the condenser under warranty; why would I want a piece of equipment that was not the problem under warranty; when supposedly the compressor was the problem. They offered a new unit but at this point, Country Suburban had no clue what they were doing, and the probability of us having this installed and having problems would be high. Also, who would want to be a customer of Country Suburban when you have had problems with the system for that long and nobody knew what was wrong with it. Its not my fault that Country Suburban technicians did not know how to find a problem with our system and these technicians and Country Suburban knew about this problem for months and months and then the actual Owner had no clue that we were even having this problem; the key to a good business is communication. When you have technicians and workers in a company that have no idea what is wrong with a central air system that they installed and they want to install a new one; its very likely that you will have problem again; which we wanted to avoid. Country Suburban thinks they did nothing wrong, so then why was I told that 3 of the technicians that worked on our system were fired because they did not know what was wrong with our system. If Country Suburban knew what they were doing, would they have fired 3 of their workers, I don't think so.Regards,[redacted]