We have resolved this issue with the customer by explaining field service rates and providing the documentation that he had requested. Additionally, we provided a credit and apologized for the gap in communication.
From: [redacted]Date: Mon, Oct 24, 2016 at 3:55 PMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #[redacted].To: Revdex.com <i[redacted]This issue has been resolved, you can close the...
Again, we empathize with Ms. [redacted]’s position and understand her frustration. We need to state that Ms. [redacted] had a different person work on this system and introduce refrigerant to the system which technically voided this one year warranty. Because of this issue, the calls in 2014 and 2015 were billable to [redacted] Homes. Ms. [redacted] has not been charged for any repair to date. Simply in interest of customer satisfaction, we will waive the $94.95 diagnostic charge as mentioned in the previous offer to satisfy this complaint. There will be no labor charge for changing this coil. Additionally, in interest of customer satisfaction, we will absorb the cost of the refrigerant to repair this system. The Labor warranty does not include incidental materials such as refrigerant. This means that this repair will be done at no charge to her. The dye issue has been resolved in that it is neither feasible nor reasonable to introduce dye to a new component and we appreciate that our position is understood by the customer We understand the desire to have a new one year warranty, but we will only offer the 30 day labor warranty on this evaporator coil installation as committed in the previous offer. A new repair at any point in a warranty period does not constitute a floating calendar which extends a warranty out past the original warranty date. Our position on this matter is firm. While Ms. [redacted] has indicated that we should contact her directly, our offer for resolution is not in agreement with her demands, and so we will advise this response be delivered through the Revdex.com system. If Ms. [redacted] wishes to have us go forward with the repair as discussed here, she should contact by August 31, 2016. While her system is working, she may not feel the need to have this repair done immediately. She must call to schedule no later than August 31, 2016 and this repair must be completed by September 30, 2016. We will not extend this offer past these dates. This will be our final offer on this matter. We wish her well with her medical condition.
We understand Ms. [redacted]s frustration, and empathize with her situation.We would like to address this client concern by first stating some factual and background information that is pertinent to this matter.
• We did not install the Evaporator Coil that is in question.
• We also did not...
manufacture or purchase the Evaporator Coil in question.
• The unit was not installed “faulty.”
• Failure of the leaking coil is a manufacturing issue, and there are specific procedures that must be followed for the part to be warranted by the manufacturer.
• We are contracted by [redacted] homes to install the Outside Air Conditioning Condensing Unit and tie it to the HVAC system. The rest of the equipment and the system itself is designed and installed by others. We perform an initial startup of the furnace and air conditioning and we are responsible for the first year labor warranty of this system. After the first year labor warranty is over for these [redacted] homeowners, we do have clients who are outside of our immediate service area move do different service providers.
• Another contractor did intervened in the first year of this home which has technically voided that first year labor warranty. For that reason [redacted] Homes has paid for the service bills in 2014 and 2015.
• While this situation has been frustrating for the homeowner, we understand that the initial leak of the Evaporator Coil occurred within the first year.
• Labor warranty does not include diagnostic charges, nor does the parts warranty include incidental materials required to change out a part such as refrigerant.
We are willing to do the following for this home owner to address her concerns.
• We will replace the coil and not charge labor to do so.
• However, the customer is responsible for the diagnostic charge which includes the leak search of $94.95. She will also be responsible for the cost of the refrigerant used in this replacement. The refrigerant is Puron/R410A and we charge $45/pound. Her system will take between 4 and 6 pounds of new refrigerant for this coil replacement.
• There will be no die added to the newly installed evaporator coil. That measure is ONLY taken when a leak is suspected. Placing die into a new part is an unsound practice.
• We will offer a 30 day labor warranty on this installation. After this period, the homeowner will be free to find another contractor who works in closer proximity to her residence. Any other contractor will be able to uphold the existing parts warranty on the other components of her HVAC system.
We hope that this resolution is acceptable to Ms. [redacted] She should contact us at her earliest convenience to schedule this Evaporator Coil replacement. The original opening int he schedule is likely now booked.
From: [redacted]Date: Mon, Aug 8, 2016 at 10:40 AMSubject: complaint # [redacted]Cc: "[redacted]
Sorry I had difficulty adding this info to the response of the above complaint. Co # [redacted] I am dealing with [redacted] if that helps get this to the correct person. ** I appreciate the communication from Wade heating and cooling but for the following reasons I am rejecting the offer and providing info and outline an acceptable offer. My bonder builder warranty ( pg 10 # 11 “ cooling system”) states “ one year of coolant system free of leaks…..the coolant system shall be capable of maintaining summer design conditions as specifies in ASHRAE” Wade contracted with Maronda to warranty the coolant system for the first year. Even though Wade did not install all of the system , they legally accepted the responsibility to warranty the system for the first year. As per Wades response to the Revdex.com , ( 8/2/16) bulletin point, ( I’ll call # 7), Wade states : “ we understand the leak of the evaporator coil occurred within the first year” I moved in December 2013… the first system failure occurred July, 2014. Within the first year. The Wade technician added 3lbs of refrigerant, told me that a dye stick was added and they would return to diagnose the problem. When I asked when someone would return …. “later , it takes month for this to run through the system”. No one returned or called to follow up. The system failed again the next year 2015. Wade performed another service call . an extrememly “professional “ technician informed me no dye stick was added because some tag needed to place on the unit and some other way of proving it via viewing it by black light or some special light to see a leak. He added a dye stick , coolant and wrote it up as a continuing problem , occurring, in the first year and full warranty would be continued. He was wonderful and I believe his title superseded a technician. May 2016 again, the system provided no cooling and again did not fulfill the warranty outlined in my #1. (above). Wade performed a service call MAY, 2016, identified a leak on indoor coil, stating “ must return to replace coil” and added 3 lbs of refrigerant. The technician showed me with the special light where the leak was and to me it was a large area that illuminated, I would have to believe it was a relatively fast leak. My layperson opinion only. He said a new coil would be ordered and warranted. He also stated Wade does not service this area due to the far distance. I received no farther communication from Wade until I contacted them in july and august , as outlined in my complaint. Wade stated in your Revdex.com response ( I’ll call bullet point #6 ), “ Maronda has been paying you for these services in 2014 and 2015. “ 2014 was under the one year warranty. I wonder if you meant 2015 and the most recent May 2016, as I have never been billed or paid for anything to date. I will accept the following: Your offer #1. Wade cooling/ heating will replace the leaking evaporator coil , ( with a new evaporator coil ) and no charge to customer Wade will provide a service call to replace the coil,, add appropriate refrigerant ( 4-6 lbs as stated ) per system requirements and perform any other services to ensure a/c system is free of leaks and up to accredited codes. with no charge to the customer. Wade will provide a one year warranty , as per original agreement, to start the date of completion of above work and ending one year from that date. Customer will accept no dye stick be placed. Customer will take responsibility of system after the system has been defect free for one year. I appreciate the 30 day warranty you offered , however , it is evident 30 days is not adequate time for a leak to occur and the system become symptomatic and become ‘non cooling. This is proven by the fact that May 7th 2016 the leak was visually identified,, coolant added and the system is still producing cool air as of Aug. 8 2016, even in this extremely hot , humid summer of 2016.---- it’s been 3 months ,with an identified leak and it’s still cooling… so one year seems to be a more accurate and realistic time frame to assess the system. It appears the documentation and communication of this ongoing problem has been between Maronda and Wade.With the positive ongoing business relationship between Maronda and Wade I feel confident the above can be agreed and the new coil unit be performed asap. I request Wade contact me accept the above and contact me to set up an appt asap. Who knows how long till all the coolant leaks and I have no a/c. I have been hospitalized and had recent surgery so I’d like to have this taken care of. My MD requests I am in a low stress atmosphere. Thank you in advance[redacted] [redacted] ( old e-mail associated with this complaint [redacted] but I don’t get all messages from the [redacted]
We have resolved this issue with the customer by explaining field service rates and providing the documentation that he had requested. Additionally, we provided a credit and apologized for the gap in communication.
From: [redacted]Date: Mon, Oct 24, 2016 at 3:55 PMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #[redacted].To: Revdex.com <i[redacted]This issue has been resolved, you can close the...
case, thank you for your time![redacted]
Again, we empathize with Ms. [redacted]’s position and understand her frustration. We need to state that Ms. [redacted] had a different person work on this system and introduce refrigerant to the system which technically voided this one year warranty. Because of this issue, the calls in 2014 and 2015 were billable to [redacted] Homes. Ms. [redacted] has not been charged for any repair to date. Simply in interest of customer satisfaction, we will waive the $94.95 diagnostic charge as mentioned in the previous offer to satisfy this complaint. There will be no labor charge for changing this coil. Additionally, in interest of customer satisfaction, we will absorb the cost of the refrigerant to repair this system. The Labor warranty does not include incidental materials such as refrigerant. This means that this repair will be done at no charge to her. The dye issue has been resolved in that it is neither feasible nor reasonable to introduce dye to a new component and we appreciate that our position is understood by the customer We understand the desire to have a new one year warranty, but we will only offer the 30 day labor warranty on this evaporator coil installation as committed in the previous offer. A new repair at any point in a warranty period does not constitute a floating calendar which extends a warranty out past the original warranty date. Our position on this matter is firm. While Ms. [redacted] has indicated that we should contact her directly, our offer for resolution is not in agreement with her demands, and so we will advise this response be delivered through the Revdex.com system. If Ms. [redacted] wishes to have us go forward with the repair as discussed here, she should contact by August 31, 2016. While her system is working, she may not feel the need to have this repair done immediately. She must call to schedule no later than August 31, 2016 and this repair must be completed by September 30, 2016. We will not extend this offer past these dates. This will be our final offer on this matter. We wish her well with her medical condition.
We understand Ms. [redacted]s frustration, and empathize with her situation.We would like to address this client concern by first stating some factual and background information that is pertinent to this matter.
• We did not install the Evaporator Coil that is in question.
• We also did not...
manufacture or purchase the Evaporator Coil in question.
• The unit was not installed “faulty.”
• Failure of the leaking coil is a manufacturing issue, and there are specific procedures that must be followed for the part to be warranted by the manufacturer.
• We are contracted by [redacted] homes to install the Outside Air Conditioning Condensing Unit and tie it to the HVAC system. The rest of the equipment and the system itself is designed and installed by others. We perform an initial startup of the furnace and air conditioning and we are responsible for the first year labor warranty of this system. After the first year labor warranty is over for these [redacted] homeowners, we do have clients who are outside of our immediate service area move do different service providers.
• Another contractor did intervened in the first year of this home which has technically voided that first year labor warranty. For that reason [redacted] Homes has paid for the service bills in 2014 and 2015.
• While this situation has been frustrating for the homeowner, we understand that the initial leak of the Evaporator Coil occurred within the first year.
• Labor warranty does not include diagnostic charges, nor does the parts warranty include incidental materials required to change out a part such as refrigerant.
We are willing to do the following for this home owner to address her concerns.
• We will replace the coil and not charge labor to do so.
• However, the customer is responsible for the diagnostic charge which includes the leak search of $94.95. She will also be responsible for the cost of the refrigerant used in this replacement. The refrigerant is Puron/R410A and we charge $45/pound. Her system will take between 4 and 6 pounds of new refrigerant for this coil replacement.
• There will be no die added to the newly installed evaporator coil. That measure is ONLY taken when a leak is suspected. Placing die into a new part is an unsound practice.
• We will offer a 30 day labor warranty on this installation. After this period, the homeowner will be free to find another contractor who works in closer proximity to her residence. Any other contractor will be able to uphold the existing parts warranty on the other components of her HVAC system.
We hope that this resolution is acceptable to Ms. [redacted] She should contact us at her earliest convenience to schedule this Evaporator Coil replacement. The original opening int he schedule is likely now booked.
From: [redacted]Date: Mon, Aug 8, 2016 at 10:40 AMSubject: complaint # [redacted]Cc: "[redacted]
Sorry I had difficulty adding this info to the response of the above complaint. Co # [redacted] I am dealing with [redacted] if that helps get this to the correct person. ** I appreciate the communication from Wade heating and cooling but for the following reasons I am rejecting the offer and providing info and outline an acceptable offer. My bonder builder warranty ( pg 10 # 11 “ cooling system”) states “ one year of coolant system free of leaks…..the coolant system shall be capable of maintaining summer design conditions as specifies in ASHRAE” Wade contracted with Maronda to warranty the coolant system for the first year. Even though Wade did not install all of the system , they legally accepted the responsibility to warranty the system for the first year. As per Wades response to the Revdex.com , ( 8/2/16) bulletin point, ( I’ll call # 7), Wade states : “ we understand the leak of the evaporator coil occurred within the first year” I moved in December 2013… the first system failure occurred July, 2014. Within the first year. The Wade technician added 3lbs of refrigerant, told me that a dye stick was added and they would return to diagnose the problem. When I asked when someone would return …. “later , it takes month for this to run through the system”. No one returned or called to follow up. The system failed again the next year 2015. Wade performed another service call . an extrememly “professional “ technician informed me no dye stick was added because some tag needed to place on the unit and some other way of proving it via viewing it by black light or some special light to see a leak. He added a dye stick , coolant and wrote it up as a continuing problem , occurring, in the first year and full warranty would be continued. He was wonderful and I believe his title superseded a technician. May 2016 again, the system provided no cooling and again did not fulfill the warranty outlined in my #1. (above). Wade performed a service call MAY, 2016, identified a leak on indoor coil, stating “ must return to replace coil” and added 3 lbs of refrigerant. The technician showed me with the special light where the leak was and to me it was a large area that illuminated, I would have to believe it was a relatively fast leak. My layperson opinion only. He said a new coil would be ordered and warranted. He also stated Wade does not service this area due to the far distance. I received no farther communication from Wade until I contacted them in july and august , as outlined in my complaint. Wade stated in your Revdex.com response ( I’ll call bullet point #6 ), “ Maronda has been paying you for these services in 2014 and 2015. “ 2014 was under the one year warranty. I wonder if you meant 2015 and the most recent May 2016, as I have never been billed or paid for anything to date. I will accept the following: Your offer #1. Wade cooling/ heating will replace the leaking evaporator coil , ( with a new evaporator coil ) and no charge to customer Wade will provide a service call to replace the coil,, add appropriate refrigerant ( 4-6 lbs as stated ) per system requirements and perform any other services to ensure a/c system is free of leaks and up to accredited codes. with no charge to the customer. Wade will provide a one year warranty , as per original agreement, to start the date of completion of above work and ending one year from that date. Customer will accept no dye stick be placed. Customer will take responsibility of system after the system has been defect free for one year. I appreciate the 30 day warranty you offered , however , it is evident 30 days is not adequate time for a leak to occur and the system become symptomatic and become ‘non cooling. This is proven by the fact that May 7th 2016 the leak was visually identified,, coolant added and the system is still producing cool air as of Aug. 8 2016, even in this extremely hot , humid summer of 2016.---- it’s been 3 months ,with an identified leak and it’s still cooling… so one year seems to be a more accurate and realistic time frame to assess the system. It appears the documentation and communication of this ongoing problem has been between Maronda and Wade.With the positive ongoing business relationship between Maronda and Wade I feel confident the above can be agreed and the new coil unit be performed asap. I request Wade contact me accept the above and contact me to set up an appt asap. Who knows how long till all the coolant leaks and I have no a/c. I have been hospitalized and had recent surgery so I’d like to have this taken care of. My MD requests I am in a low stress atmosphere. Thank you in advance[redacted] [redacted] ( old e-mail associated with this complaint [redacted] but I don’t get all messages from the [redacted]