Hendersonville Aluminum Corp.

*Ms [redacted]'s claim that her unit has not worked for the last 4 years is false.  Our records indicate no repair or diagnostic services have been performed prior to 2/26/16. *The repair service that started 2/26/16 and was finished 3/8/16 resulted in 4 visits to completely resolve. *The same problem was diagnosed in August and Trane factory support was contacted. Trane Recommended the outdoor EEV board be replaced which we did at no charge.  *September 9 the indoor board   servicing the same EEV had also failed.  left the unit running and the tech, unaware of the warranty,  priced up a repair which was not accepted by Ms [redacted].*Rather than Ms [redacted] contacting our office and asking for management or owner intervention,  she took upon herself to hire a different contractor who replaced the board we diagnosed*as bad,  then hired another contractor to replace the complete unit.  Those were here decisions alone.  We did not back down from solving her problem and were unaware of her contacting the other contractors until she filed her complaints.

[redacted]    In reference to this complaint, here are the details.  We went out to clean this 32 year old oil burner as we were asked to do.  We did a thorough cleaning and replaced the oil filter, oil pump strainer and oil nozzle.  We highlighted issues with the system...

related to age and explained that the inducer fan blades were hitting the burner body.  This was explained to the customer and repairs were quoted but refused by the customer.    The customer called back and when we investigated, we diagnosed a cracked combustion chamber and provided a quote.    The customer did not want to spend any money on repairs on a 32 year old system that contains rust in areas.  According to EnergyStar.gov this type of system has an average life expectancy of 15 years.    We did provide repair quotes that were declined and we did provide a replacement quote which was also declined.    Our $179 fee for the oil burner cleaning and diagnosis of problems of their system are legitimate.   We would gladly apply the $179 to a system replacement if this customer choses to do so.   Thank you,    [redacted]
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