Guaranteed Heating & Cooling, LLC

I am rejecting this response because:I find it hard to accept this responseIt seems very convenient that they seem to have no record of this purchaseI however have provided undeniable proof of this transactionI fail to see how I am responsible to show proof of where the check was depositedAll I know that it was cashedI purchased the equipment in good faith with the understanding that all warranties were to be honoredWhat am I to do if there is another failure minor or catastrophic? Regards, [redacted]

I am rejecting this response because: I called MrD [redacted] several times to find out the status of the repair and he would not answer his phone or respond to my voicemailsMrD [redacted] did not try to contact me until I filed the complaint with the Revdex.comThe first text from MrD [redacted] was on 8/19/16, not 8/8/as he stated in his responseI do not believe that it took over a month to receive the panMrD [redacted] was supposed to order a coil, not just a drain panThis what he told me the last time he was at my homeOnce it was evident that Mr D [redacted] was going to avoid my calls and voicemails, I had no choice but to find another contractor to take of the problem MrD [redacted] had created by breaking the drain pan and damaging the coilThe only thing Mr D [redacted] offered to do when he did contact me after the complaint was filed was to replace the drain panThis was not the resolution I asked for when I filed the complaintThe resolution I asked for was Mr D [redacted] to pay all costs to replace the coil and make the unit operational again by the contractor I was currently working withI would not allow Mr D [redacted] to work on my system again because he either does not have the ability to make a quality repair in a timely manner or he does not have the desire to do soI would also be concerned that further damage would be done in retaliation for the complaint Regards, [redacted] ***

Revdex.com received phone call from consumer stating company has addressed complaint

On 5/6/we received a call from Mr*** stating his unit was not cooling We found a factory defect on the liquid line near the compressor Our technician repaired this and then he vacuumed the system and recharged with lbsof Puron We did charge Mr*** for the Puron
and labor On or about 6/16/he called and stated the unit was not cooling Our tech found the expansion valve was locked up preventing the unit from cooling We ordered and installed a new valve on 6/28/ Once again the unit had to be evacuated and we added lbsof new Puron We did not charge Mr*** for the labor or Puron At this point our tech found water on the floor and found the drain pan was leaking We did not move this drain pan to install the new valve.We ordered the new drain pan on 6/28/ It was shipped from the factory in Tennessee 8/8/ At no time did we hear from Mr*** asking about the status of this repair Upon receipt of the drain pan I texted Mr*** to find out if we could install the new pan He texted back stating this was never going to happen We didn't really understand what this meant My secretary tried calling Mr*** and he called her back stating we were never getting into his house again We have tried to make this repair at no cost to Mr***; however, unfortunately he chose to pay $3,for a repair that we could have provided at zero cost to him I do not feel we should be held responsible for this cost as we could have done this warranty work at no cost to Mr***

When we contacted Mr*** regarding receiving the drain pan, we had no idea he had contacted the Revdex.com We also were not aware of any failure with the coil at the time we found the cracked drain pan We apologize that our vendor took so long to ship the pan, but we had no control over our vendors We replaced Mr***'s entire system on 6/5/ We informed him there was a years parts warranty, meaning the drain pan and coil were under warranty It is totally inconceivable to us why he would pay the ludicrous amount of $3,We to replace parts he could have gotten for free As we stated before we will be happy to replace the drain pan for Mr***, but we do not feel we whould be responsible for the $3,as the labor cost to replace a warranty coil should be no more than $to $ We would really like to see a copy of the invoice from the other contractor to see what the failure was and how it was repaired We just don't understand how they arrived at $3, We would like to resolve this issue with Mr***

When we first read the complaint filed by Ms***, we thoroughly checked our extensive database and could find no information on Ms***d We contacted her and requested that she send us a copy of the invoice and canceled check She did not have access to email it so she sent it
regular mail Upon receipt of these items we found she did not send a copy of the back of the check We contacted her again and requested a copy of the back of the check so we could determine where this money was desposited She contacted her bank and found they only keep records for seven years so she was unable to obtain a copy of the back of the check We feel this work was done by someone who may have previously worked at Guaranteed who still had copies of our invoices This money was never desposited into our account We understand the predicament that Ms*** is experiencing; however, we do not feel we should be held responsible for this repair.As a concession we would be willing to warrant the part that was replaced so that she could recoup some of her money, but we do not feel we should be held responsible for $1,615.00.Should you have any questions, please feel free to contact me.Sincerely,Nancy ** ***Guaranteed Heating & Cooling

We are deeply sorry that Ms*** feels we "conveniently" have no record of her installation We have over 11,customers in our database If we had done the original installation we would have this information We strongly feel we should not be held responsible for a job we did not do

This is a copy of the estimate to repair the damage done by Guaranteed Heating & Cooling, LLCI did not have the damage repairedI had the system replacedI was not going to spend $to repair the system and then have to possibly spend more money because of another issueI told the office manager for Guaranteed Heating & Cooling, LLC this when I spoke to her on 8/25/The only way this will be resolved to my satisfaction is if Guaranteed Heating & Cooling, LLC gives me the $that it would have cost me to repair the damage they did

It was determined that the [redacted] Parts are currently under
warranty.  The in-house 10 year warranty
for labor was done as a Guaranteed Heating and Cooling LLC of Cincinnati, Ohio
and not a [redacted] warranty. This will cover the reasonable labor charges
incurred on original parts that were installed by Guaranteed Heating and
Cooling LLC of Cincinnati.
The reference Case by case is referring to reasonable labor
charges to replace defective parts under the manufactory warranty.
If you have any additional questions, please contact our
office at ###-###-####.
Thank you,

We have received your information regarding the [redacted] unit that was installed 09/29/2009 by Guaranteed Heating and Cooling LLC of Cincinnati, Ohio.  This company is no longer in operation; it was not able to maintain status as an authorized dealer with [redacted] systems.  When the company...

did exists it was under different ownership and management and not part of the Grove City location.In an attempt to help service your needs we have reached out to [redacted] to confirm that the [redacted] parts are under warranty.  The in-house 10 year warranty for labor was done as a Guaranteed Heating and Cooling LLC of Cincinnati, Ohio and not a [redacted] warranty.We value our company’s name and the customers that have been serviced using this name.  Although this occurrence is not related to Guaranteed Heating and Cooling of Grove City, OH we want to help.  We will reimburse you for reasonable labor cost that was incurred during the service of the unit.  Submit a copy of the invoice received from a [redacted] dealer, as long as the equipment has been properly maintained yearly, reimbursement of labor cost only will be returned to you.Additional concerns that you have with this product will be dealt with on a case by case situation.If you have any additional questions, please contact our office at ###-###-####.Thank you,

I am rejecting this response because:I find it hard to accept this response. It seems very convenient that they seem to have no record of this purchase. I however have provided undeniable proof of this transaction. I fail to see how I am responsible to show proof of where the check was deposited. All I know that it was cashed. I purchased the equipment in good faith with the understanding that all warranties were to be honored. What am I to do if there is another failure minor or catastrophic?
Regards,
[redacted]

After reviewing the claim with Guaranteed Heating, it was determined the [redacted] System was purchased from the parent company and not the Guaranteed Heating LLC doing business in Cincinnati. The invoice was processed with the current Columbus address and contact info. for Guaranteed Heating head-quartered in Columbus, Ohio. Both Ben (owner) and Kathy A[redacted] (office mgr.) agreed to honor the 10 year labor warranty stated on the original invoice dated 2009; however, they stipulated that claims would be handled on a case by case basis. I do appreciate their willingness to honor the 10 year warranty, but do not agree with the case by case basis. I would like further explanation/clarification on what the term "case by case" means and what is included and excluded from the warranty.Thank you for your time and consideration,I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

1.23.17 Revdex.com  received phone call from consumer stating company has addressed complaint.

I am rejecting this response because: I called Mr. D[redacted] several times to find out the status of the repair and he would not answer his phone or respond to my voicemails. Mr. D[redacted] did not try to contact me until I filed the complaint with the Revdex.com. The first text from Mr. D[redacted] was on 8/19/16, not 8/8/16 as he stated in his response. I do not believe that it took over a month to receive the pan. Mr. D[redacted] was supposed to order a coil, not just a drain pan. This what he told me the last time he was at my home. Once it was evident that Mr D[redacted] was going to avoid my calls and voicemails, I had no choice but to find another contractor to take of the problem Mr. D[redacted] had created by breaking the drain pan and damaging the coil. The only thing Mr D[redacted] offered to do when he did contact me after the complaint was filed was to replace the drain pan. This was not the resolution I asked for when I filed the complaint. The resolution I asked for was Mr D[redacted] to pay all costs to replace the coil and make the unit operational again by the contractor I was currently working with. I would not allow Mr D[redacted] to work on my system again because he either does not have the ability to make a quality repair in a timely manner or he does not have the desire to do so. I would also be concerned that further damage would be done in retaliation for the complaint.
Regards,
[redacted]