Greenville Pool & Supply Co

Mr& Mrs***,
Thank you for your RevDex.com letter alerting us to the compressor issue you experienced this summer. I am sorry you have been subjected to such a frustrating series of eventsAs you know, we pride ourselves on responding to customers' concerns very quicklyWe do appreciate the opportunity to troubleshoot the “No AC” call we received May 31st After diagnosing a condemned compressor, we did what all reputable companies do and that is to call the manufacturer to verify, with the help of technical support, and offer the *** representative the serial and model number of your systemThey approved the warranty on the compressor and sent the replacement compressor, filter drier, and capacitor on *** Order# *** We replaced that compressor with our quick consideration and effort, on June We were also prompt to your second call on June 2nd, I am sorry to add, that the faulty TXV may well be the reason the compressor failedMany manufacturers across the board are having issues with TXV's, sadly that is not something that could be diagnosed until after the compressor was replaced.
We welcome the opportunity to earn our competitors businessSince we have not serviced your HVAC equipment before we are not familiar with how well (or not) our competitors equipment or installation worked for you We did have one follservice call on 6/15/for the “AC not keeping up”, but as soon as we received the call we sent a tech out to determine the issueAt that time we found that the system was performing as best it could, and our technician did make a recommendation that a second system would help, which is why we did make that recommendation We value our relationship with ***It is unfortunate that they sent the wrong compressor, which I believe to be an honest mistake from the manufacturer, and not necessarily a workmanship issue Yes we presumed that the Manufacturer sent the right product, they did not The system was charged to manufacturers specs and according to length of line set and outdoor temperatures.
We were also prompt to respond to your phone call on June 15th to come out and check the temps, fan speed, etc and adjusted according to the existing conditions.
We did not presume that the wrong compressor was installed; our effort again was to optimize your system not knowing the standard of how it operated in the pastAt no point did we recommend to you, to install another TXV We were pleased to come out to adjust the refrigerant pressures after you called James River (7/15/16) and they noted the system was overchargedSo we pulled out the refrigerant and weighed in another factory recommended charge We now know (by way of your Revdex.com complaint) you were disappointed and that you did have the original contractor back, again on July Knowing the issues many manufacturers are having with TXV's, yes maybe, another TXV was bad.
At no point did we recommend or see an issue with the TXV, or the indoor coil
Our competitor assumed, as we did, the new compressor was the proper size However our competitor eventually did discover the erroneous manufacturer’s part, as we would have also, long before replacing the indoor coil and another TXV Again, once you notified us, we were extremely quick to respond and resolve the error that *** sent the wrong compressorWe placed a call into *** Mid-Atlantic and talked with Craig Cebula and he determined that the compressor originally ordered on 5/31/was in fact incorrect
That said we are and have always been in the business of doing what is rightWe have not billed you for anything except the labor to install the original compressor and TXV, a cost you would incur no matter who performed the work We are pleased to discuss extending credits that will be afforded to us via *** and some goodwill for your inconvenience
Sincerely,
Jeff W***
HVAC Supervisor

Our main line on our house has been leaking into the yard since Monday this weekWe called Carroll Plumbing Tuesday morning and they said they would call us later in the dayThey never called us back my husband ended up calling them and they said they were backed up which we said okay we understandThe next day they still did not come or call backIt is now Friday and we still have not heard back from the companyAt this point we have given up on them and called someone else's do they are coming on Monday but this now means we have gone a whole week with water leaking into our yardWe definitely did not seem like a priority to them which means they must not need our businessWill never call this company again!

I ordered a pool cover from this company with a ten year warranty. The anchors deteriorated this July, but the company has refused to replace them.I ordered a pool cover in July 2011 with a ten year warranty that was supposed to cover the pool cover and it's materials. The anchors of the pool cover deteriorated in less than three years, in May of this year, so I asked the company to replace them. The company told me that the anchors are not covered by the warranty. I am 83 years old so I asked my daughter to write them and request a copy of the warranty in August 2014. I also paid them under protest, but they have refused to send a copy of the warranty. I paid them $268.87, and I feel like they are taking advantage of me because I am an elderly womanDesired SettlementSince the business has already replaced the anchors, and I have already paid them, I think it would only be fair if they refund me the money, $268.87, or produce a copy of the warranty that specifically states that the anchors are not covered under the warranty. A pool cover cannot stay on the pool without the anchors. When they told me the warranty covers the cover and the materials, it seems obvious that the anchors should be included. Business Response Greenville Pool and Supply Co. tried to work out a satisfactory arrangement with [redacted]. Ms. [redacted] mistakenly thought that the anchors that hold down her safety cover were under the Pool Safety Cover's warranty. The anchors are not covered under the manufacturer's warranty. We had the manufacturer, [redacted], write a letter to [redacted] stating this fact. We have provided a copy of the warranty and these anchors are not included.