Wes's Heating and
Cooling[redacted]
[redacted]ID
#[redacted]Dear [redacted],I received a letter from the Revdex.com stating a complaint from a
customer. In the letter, she stated the unit was installed incorrectly and that
was causing the failure. I have attached documents from [redacted]...
that state
otherwise. [redacted] sent out a bulletin on 5/20/2013 stating they took
responsibility for the premature failure on Heat Pumps and Split System AC. As
you can see, the customer's model number is listed amongst those that have
failed prematurely. In the bulletin, there are 2 options that must be showed to
the customer and required a signature saying that they were showed all options.
We did not receive a phone call from the customer with the initial fail. We did
not receive a phone call until after the customer had called in another company
and received the bill from them. Depending on the option selected, either
replacement would be covered, or a discount would be applied to a new unit. I
feel it was a very unfair accusation to state that the unit was installed
incorrectly and that was what caused the failure.Also stated in the complaint was that a warranty was never filed.
Warranty and rebate options fall under the consumer's responsibility to be
filed. In this case, the factory automatically offers a 5-year warranty. An
online 10-year warranty is offered but must be filed. In this case, the initial
fail would have been covered under the automatic 5-year warranty.The complaint also states a rebate was not submitted. I will
admit, there was a delay in the rebate process but she received it. The paperwork
said she would receive the rebate within 2 weeks. When she did not, I offered
to bring a check to cover the cost until she received the rebate from the
company, she denied.I apologize for any inconvenience this has caused. If you have any
further questions please contact me,Sincerely,[redacted]Owner, Wes's
Heating and Cooling [redacted]@ymail.com Phone: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] After reviewing the information that [redacted] has sent to the Revdex.com. My husband and I have decided to proceed further with this and take it to court.
Regards,
[redacted]
Wes's Heating and
Cooling[redacted]
[redacted]ID
#[redacted]Dear [redacted],I received a letter from the Revdex.com stating a complaint from a
customer. In the letter, she stated the unit was installed incorrectly and that
was causing the failure. I have attached documents from [redacted]...
that state
otherwise. [redacted] sent out a bulletin on 5/20/2013 stating they took
responsibility for the premature failure on Heat Pumps and Split System AC. As
you can see, the customer's model number is listed amongst those that have
failed prematurely. In the bulletin, there are 2 options that must be showed to
the customer and required a signature saying that they were showed all options.
We did not receive a phone call from the customer with the initial fail. We did
not receive a phone call until after the customer had called in another company
and received the bill from them. Depending on the option selected, either
replacement would be covered, or a discount would be applied to a new unit. I
feel it was a very unfair accusation to state that the unit was installed
incorrectly and that was what caused the failure.Also stated in the complaint was that a warranty was never filed.
Warranty and rebate options fall under the consumer's responsibility to be
filed. In this case, the factory automatically offers a 5-year warranty. An
online 10-year warranty is offered but must be filed. In this case, the initial
fail would have been covered under the automatic 5-year warranty.The complaint also states a rebate was not submitted. I will
admit, there was a delay in the rebate process but she received it. The paperwork
said she would receive the rebate within 2 weeks. When she did not, I offered
to bring a check to cover the cost until she received the rebate from the
company, she denied.I apologize for any inconvenience this has caused. If you have any
further questions please contact me,Sincerely,[redacted]Owner, Wes's
Heating and Cooling [redacted]@ymail.com Phone: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] After reviewing the information that [redacted] has sent to the Revdex.com. My husband and I have decided to proceed further with this and take it to court.
Regards,
[redacted]