On November 23th, ** *** contacted us to help repair his *** heat pumpHe informed us that the outdoor unit never came on during the entire last winter and should be under a manufacturer's warrantyWe informed him that we would be happy to look at the unit, but we would have to charge labor
rates for the service and there would be additional charges should the problem not reside in the *** unit itselfOur technician arrived at 10:am on November 24thHe investigated the unit and found that the thermostat was not wired in such a way as to turn on the outdoor unitHe rewired the thermostat and indoor unit (both not *** pieces of equipment), verified that the outdoor unit came on to provide heat, and closed the ticketFor the hour and a half of labor and diagnostic, we charged ** *** $We we called back later that day because the outdoor unit stopped workingUpon investigating the unit, we found the unit off because of a high pressure situationWe were informed by ** *** that he was not willing to pay for fixing this issue and he felt that this was ***'s problem and should be covered under his warrantyWe explained to ** *** that it did not look like there was an equipment failure on the heat pump and that the installation of the unit was to blameThe *** unit was matched up with a Frigidaire unit and we could not determine at the time if the unit was even compatible with the *** heat pump** *** was adamant that he felt the blame lay with *** and that he felt he should not payWe told ** *** that we would look into the issue for him after the Thanksgiving holiday.
When *** *** *** performed the repair, they did not adhere to ***'s warranty procedures, apparently as directed by ** ***.
** *** feels he should not be charged for the work we performedHe feels that no repair work was performedClimate Heating and Cooling stands by our charges and completely rejects the idea that no repair work was performedWe feel the following points are germane to this complaint.
1) ** *** had noticed that his outdoor unit did not come on during the entirety of the winter of 2014-when the thermostat was calling for heatAfter our first visit, the outdoor unit was operational when the thermostat was turned to the heat modeThis clearly shows that a repair was made and that repair satisfied his complaint.
2) After the thermostat was repaired, the outdoor unit was runningWhile it was running, it experienced an increase in pressure outside of it's parameters and shutdown to protect itselfWhen investigating the problem, we were unable to perform any repairs without the involvement of ***'s warranty department if we were to honor ** ***'s request of having the work performed under the terms of the warrantyTherefore, after more than an hour and a half of labor between 5:and 7:at night, we could not perform any repairs under the warranty conditions and would have had to charge ** *** for the work** *** refused to pay for the labor, and we left the unit in the only condition we could so as not to void the warranty.
To quote ** ***'s warranty from *** (see attachment) "The Owner will be responsible for all shipping, freight and handling charges, as well as all fees and costs associated with the warranty service, including, but not limited to, all labor and other costs involved in diagnostic calls or in removing, repairing, servicing or replacing any component***' sole responsibility under this Limited Warranty is to provide a replacement component as set forth above." As this is the warranty ** *** wanted us to adhere to, we feel the charge stands
Climate feels we have made our points as clearly as we can** *** has testified that his thermostat was repaired and that he changed the scope of work when he hired another companyHad Climate been provided the same scope of work, we could have provided a similar repair.
Climate feels that we have been as clear as we can as to ** ***'s charges and why they still stand as valid chargesIn an effort to end this matter, Climate is willing to halve the charges of the second trip bringing the outstanding balance from $to $210, providing ** *** also sends a signed document indicating that the issue is fully resolved
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:First time you guys come and fixed something , I paid $210 already. did I ?????????????? second time you guys come back on the very same day, what did you do ??? besides telling me there is a mis-match between inside unit and outside unit??? what else did you do??? how on earth you could justify additional $421 ? this $421 dollars is charged for what??????????????????? for telling me there is nothing you can do ??????????? Please stop this back and forth email. I am very mad about this whole non-sense. you need to cancel $421 as a whole....
Regards,
[redacted]
On November 23th, ** *** contacted us to help repair his *** heat pumpHe informed us that the outdoor unit never came on during the entire last winter and should be under a manufacturer's warrantyWe informed him that we would be happy to look at the unit, but we would have to charge labor
rates for the service and there would be additional charges should the problem not reside in the *** unit itselfOur technician arrived at 10:am on November 24thHe investigated the unit and found that the thermostat was not wired in such a way as to turn on the outdoor unitHe rewired the thermostat and indoor unit (both not *** pieces of equipment), verified that the outdoor unit came on to provide heat, and closed the ticketFor the hour and a half of labor and diagnostic, we charged ** *** $We we called back later that day because the outdoor unit stopped workingUpon investigating the unit, we found the unit off because of a high pressure situationWe were informed by ** *** that he was not willing to pay for fixing this issue and he felt that this was ***'s problem and should be covered under his warrantyWe explained to ** *** that it did not look like there was an equipment failure on the heat pump and that the installation of the unit was to blameThe *** unit was matched up with a Frigidaire unit and we could not determine at the time if the unit was even compatible with the *** heat pump** *** was adamant that he felt the blame lay with *** and that he felt he should not payWe told ** *** that we would look into the issue for him after the Thanksgiving holiday.
When *** *** *** performed the repair, they did not adhere to ***'s warranty procedures, apparently as directed by ** ***.
** *** feels he should not be charged for the work we performedHe feels that no repair work was performedClimate Heating and Cooling stands by our charges and completely rejects the idea that no repair work was performedWe feel the following points are germane to this complaint.
1) ** *** had noticed that his outdoor unit did not come on during the entirety of the winter of 2014-when the thermostat was calling for heatAfter our first visit, the outdoor unit was operational when the thermostat was turned to the heat modeThis clearly shows that a repair was made and that repair satisfied his complaint.
2) After the thermostat was repaired, the outdoor unit was runningWhile it was running, it experienced an increase in pressure outside of it's parameters and shutdown to protect itselfWhen investigating the problem, we were unable to perform any repairs without the involvement of ***'s warranty department if we were to honor ** ***'s request of having the work performed under the terms of the warrantyTherefore, after more than an hour and a half of labor between 5:and 7:at night, we could not perform any repairs under the warranty conditions and would have had to charge ** *** for the work** *** refused to pay for the labor, and we left the unit in the only condition we could so as not to void the warranty.
To quote ** ***'s warranty from *** (see attachment) "The Owner will be responsible for all shipping, freight and handling charges, as well as all fees and costs associated with the warranty service, including, but not limited to, all labor and other costs involved in diagnostic calls or in removing, repairing, servicing or replacing any component***' sole responsibility under this Limited Warranty is to provide a replacement component as set forth above." As this is the warranty ** *** wanted us to adhere to, we feel the charge stands
Climate feels we have made our points as clearly as we can** *** has testified that his thermostat was repaired and that he changed the scope of work when he hired another companyHad Climate been provided the same scope of work, we could have provided a similar repair.
Climate feels that we have been as clear as we can as to ** ***'s charges and why they still stand as valid chargesIn an effort to end this matter, Climate is willing to halve the charges of the second trip bringing the outstanding balance from $to $210, providing ** *** also sends a signed document indicating that the issue is fully resolved
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:First time you guys come and fixed something , I paid $210 already. did I ?????????????? second time you guys come back on the very same day, what did you do ??? besides telling me there is a mis-match between inside unit and outside unit??? what else did you do??? how on earth you could justify additional $421 ? this $421 dollars is charged for what??????????????????? for telling me there is nothing you can do ??????????? Please stop this back and forth email. I am very mad about this whole non-sense. you need to cancel $421 as a whole....
Regards,
[redacted]