Sorry for Your Troubles, I feel your frustration on this matter, Unfortunately we are following the procedure from your warranty companyWe have to call in on any repair and get authorization The long time for your repairs are due to the processing of your claim thru the warranty
company, Not Ace Heating We Replaced your Out door sensor it is two wires You cannot wire that wrong, also we installed a new thermostat for your heat pump We installed it to the directions that came with the thermostatI understand your heat pump was not working before we came out and unfortunately we were working with your warranty to solve your problem, We found a problem with the wires that go out to your heat pumpwe called your warranty company to get a electrician to replace those wires. then we could come back and make sure everything workedYou cancelled the claim on us . At No time have we left you with no heat, You have a furnace and a heat pump, the furnace was always working when we leftWe never changed the wiring in your furnace or heat pumpSo I would really like to see that Service ticket that the other provider haswe have made several attempts to reach them with no response. I Know your really unhappy But your Problem is with the warranty company you hire ,Not UsAgain I am Sorry for the inconvenience this has caused you. Sincerely Jim Service Manager Ace Heating and Air Inc
Dear Mr***This Is Jim Service Manager At Ace Heating And Air, I See You Have A HMS Home WarrantyI was Looking over your paper work, Sorry for all the Inconvenience this is causing you, The Issue that we have is the time it takes for your warranty company to make a decision on your
claim, unfortunately you problem is just more then the thermostat, I understand you are not happy with how the call is being handled, We at Ace Heating and air want to provide the best customer service we can, As we are not perfect, we always are striving to do better. Unfortunately we are having a very hard time ourselves with your warranty company, Due to how they handle their calls, wait time is extremely long and they take days to get back to us, this has been frustrating for us as wellIt is not as simple as just repair it, Your warranty company tells us what they will or will not cover, we have to wait for that response per your contract, they do not cover over time unless they authorize it, whichis seldomI am sorry that we accidently installed the single stage thermostat, honest mistake. We were told that was the thermostat ,My tech installed itWe ordered the new stat and installed it right after that was noticed. The Tec that was last out there thinks it is a wire that goes to the sensor under ground,if that is the case you need a electrician to run that wire. They will set it up for youThis is Your HMS warranty company As Frustrating as this is ,it is their policy. Calls Are handled way different outside of your warrantyI am really sorry for all your troublesWe would be more then willing to fix your Problem, If You would like to discuss this further please feel free to call us at ###-###-####Looking forward to hearing from You. Jim : Ace Heating and air Inc
Sorry for Your Troubles, I feel your frustration on this matter, Unfortunately we are following the procedure from your warranty companyWe have to call in on any repair and get authorization The long time for your repairs are due to the processing of your claim thru the warranty
company, Not Ace Heating We Replaced your Out door sensor it is two wires You cannot wire that wrong, also we installed a new thermostat for your heat pump We installed it to the directions that came with the thermostatI understand your heat pump was not working before we came out and unfortunately we were working with your warranty to solve your problem, We found a problem with the wires that go out to your heat pumpwe called your warranty company to get a electrician to replace those wires. then we could come back and make sure everything workedYou cancelled the claim on us . At No time have we left you with no heat, You have a furnace and a heat pump, the furnace was always working when we leftWe never changed the wiring in your furnace or heat pumpSo I would really like to see that Service ticket that the other provider haswe have made several attempts to reach them with no response. I Know your really unhappy But your Problem is with the warranty company you hire ,Not UsAgain I am Sorry for the inconvenience this has caused you. Sincerely Jim Service Manager Ace Heating and Air Inc
Dear Mr***This Is Jim Service Manager At Ace Heating And Air, I See You Have A HMS Home WarrantyI was Looking over your paper work, Sorry for all the Inconvenience this is causing you, The Issue that we have is the time it takes for your warranty company to make a decision on your
claim, unfortunately you problem is just more then the thermostat, I understand you are not happy with how the call is being handled, We at Ace Heating and air want to provide the best customer service we can, As we are not perfect, we always are striving to do better. Unfortunately we are having a very hard time ourselves with your warranty company, Due to how they handle their calls, wait time is extremely long and they take days to get back to us, this has been frustrating for us as wellIt is not as simple as just repair it, Your warranty company tells us what they will or will not cover, we have to wait for that response per your contract, they do not cover over time unless they authorize it, whichis seldomI am sorry that we accidently installed the single stage thermostat, honest mistake. We were told that was the thermostat ,My tech installed itWe ordered the new stat and installed it right after that was noticed. The Tec that was last out there thinks it is a wire that goes to the sensor under ground,if that is the case you need a electrician to run that wire. They will set it up for youThis is Your HMS warranty company As Frustrating as this is ,it is their policy. Calls Are handled way different outside of your warrantyI am really sorry for all your troublesWe would be more then willing to fix your Problem, If You would like to discuss this further please feel free to call us at ###-###-####Looking forward to hearing from You. Jim : Ace Heating and air Inc