Heer Brothers, Inc.

From: *** *** *** Sent: Thursday, September 21, 10:AMTo: InfoSubject: Revdex.com consumer complaint #***A former employee took the original call for service in May 2013, not realizing how far away the location of the property is from our service
areaOffice staff continued to schedule service calls for this location because we had previously been to the location for serviceDuring a visit on September 25, 2014, when our technician was performing maintenance for the oil furnace and air conditioner, he noted that the air conditioning unit was low on refrigerantNo repairs were done during this visit We were contacted by customer in the spring about replacing the air conditioning systemA new Aire-Flo ton SEER air conditioner and indoor coil was installed May 15, 2015.Once the one year labor warranty had expired (May 15, 2016), and we had come to realize that the drive time it took to reach the property for service (especially for emergency or after hours service) would not allow us to provide service for customer in a timely manner, our Service Manager spoke with customer about finding another company closer to the location for service and helped locate another company who could perform these services On Memorial Day, May 30, 2016, the customer called for service on the air conditioning systemHaving previously communicated with customer and determining that it would be better for a company more local to the property to start servicing this location, our company called *** *** *** * *** *** *** ** *** ***, and scheduled for a service technician from that company to go out and work on the system that day. *** *** *** * *** determined that the reason for the air conditioner malfunction was due to a dirty filter, not mechanical failure of the new systemThe dirty filter had caused the system to freeze up, which made the safety switch on the indoor unit to trip, cutting the system of* *** *** * *** removed the dirty filter (size 16x20x1) and reset the switchAt that time they checked the system, including the refrigerant charge, and found the system to be operating properly.Our company requested *** *** *** * *** bill us for the serviceWe paid the bill (Invoice # ***) with check number ***, in the amount of $ No mechanical repairs were made to the system at this time of serviceThis bill is a result of the service call being an Overtime/After Hours/Holiday service During the May 30, service call, the refrigerant levels of the system checked out properlyThe problem was the dirty filterIt is the responsibility of the customers to change/replace filters on a regular basis. Upon research into this matter, we found that we received payment from the customer in the amount of $240, paid by checkIt was not our intention for the customer to pay this bill, which is why we asked *** *** *** * *** to bill us for the service callWe certainly do apologize that this mistake in payment was not caught at the time we received this paymentWe will be refunding the $to customer.As stated by the customer, on April 14, 2017, the customer had another company of her choice (*** *** * **) to service the unit at the property almost two years after our installationIn most cases, if there was a refrigerant issue with the system due to our workmanship, problems would have shown up during the first year after installationThe year parts and year compressor warranty attached to the new equipment is a manufacturer warrantyIt is not a New River Heating and Air warrantyAny licensed/bonded/insured company should be able to provide service/make repairs under this warrantyIt is not voided or invalid just because the installing company is not the servicer.With all of the qualifications that it takes to be a Premier Lennox dealer for numerous years, on most occasions, if there is a report to Lennox Industries about problems with a newly installed system, we are usually contacted to look into the issueUnfortunately we did not receive a contact to check on this.We do feel bad taking on service work that was outside of the service area that we typically coverWe did honor our year labor warranty and did help in locating another servicing company closer to the property locationAnd we did discuss this matter with the customer before the service requested on May 30, 2016. Thanks,*** ***New River Heating & Air###-###-####

New River Heating & Air has reviewed the customer’s account. The original thermostat malfunction was due to a default in the thermostat itself. It was not allowing thermostat to have proper functioning of the display. The malfunctioning thermostat had to be replaced.According to homeowners...

comments in regards to replacing the thermostat with issues; all communicating control circuit information is downloaded to the communication circuit of the system when the thermostat is installed on pre-existing units. New River Heating & Air feels they are not error for the malfunction of the system. Also according to homeowner’s previous wi-fi issues, these were not related to New River Heating and Air. The wi-fi issues were a problem with the customer set up and server between the customer and her account. This is why we sent a second technician to the property – to verify that there was not an issue with the new thermostat not connecting to the system.While New River Heating & Air feels we are not a fault for either issue, we will refund the homeowner $197 as a courtesy.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]