Hood Canal Heating & Cooling

We admitted that we installed the unit under the overhang at the individuals homeWe went out and corrected the issue even though the labor warranty and unit warranty had expiredThere was an issue with the system and we diagnosed the problem for the customerWe provided an estimate for repairs
and were willing and able to complete the repairsThe area was accessible and allows for the repairs that need to be madeThey chose to have another company go out to complete the repairs diagnosedWe feel we have gone above and beyond with them to do our part

Complaint: ***I am rejecting this response because:Complaint: ***I am rejecting this response because: Although Hood Canal Heating (HCH) maintains that they moved the unit enough that it was accessible, their assessment of the continuing problem did not agree with what the manufacturer told usThe fact that the manufacturer suggested trying a simpler (and much less expensive) solution first, plus the fact that they had installed the unit incorrectly, which they admitted, did not inspire confidence in HCHTherefore we obtained a second opinion from another reputable company (Quality Heating), who agreed with the manufacturer that the sensors should be replaced before replacing the motherboard
We asked HCH to give us an estimate for just replacing the sensors, but they did not reply, and, indeed, throughout this process usually did not return calls and the manager (Tabitha) was often unavailable when I callled, making me feel that they did not want to live up to their obligation to repair their incorrect installation and that they did not care that we did not have reliable heat during some of the coldest days of the yearWe finally arranged for Quality to replace the sensors
It was only when the Quality tech arrived and attempted the repair that he concluded that one of the sensors could not be replaced without removing the cover from the heater, and that the cover could not be removed unless the heater was moved entirely out from under the house(see attached Quality invoice 2) Since HCH did not actually attempt to replace the sensors, they are not in a position to say that it could have been done without moving the heater
Even though at the beginning several HCH workers acknowledged that the outside unit needed to be moved in order to be accessible, they performed an incomplete job, leaving the unit so that future repairs might be impossibleI have attached pdfs of HCH's estimate and Quality's assessment of the problemYou can see from the pictures that at least half ofthe heater was left under the houseYou can also see the lack of communication in the HCH estimate, which I only obtained after numerous calls requesting a written estimate
In order to have the heater repaired, we had to pay Quality to move the unitIn spite of fears that moving and repairing it would be very expensive (based on HCH's communications with us), the job was done easily and quickly by Quality for $We feel HCH should reimburse us for this expenseThe company should in fairness compensate us for the months we had to use expensive heating alternatives, but if they are responsive to this complaint, we would accept the $moving costSincerely,*** *** *** Sincerely,*** ***