Insty-Prints

This unit is compatible.  It is evidenced in the label.  The warranty company approved our diagnosis and authorized us to do the replacement.  The failure to the unit has nothing to do with pressures or even a leak which is what the pressure issue will cause. It has to do with a...

restriction in the coil of the indoor unit.  The homeowner agreed to pay the $550 and the day before install changed their mind.  They would have to pay the same amount regardless of when the install was done because of their contract. We did nothing wrong and if we had the warranty wouldn't be paying us and paying for a new unit.   We decline to service this homeowner any further, we have notified the home warranty and the only option they have is a cash out.  We will not be returning to their property again.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
Complaint: 11487191
I am rejecting this response because:Hansen has undoubtedly lied to us throughout this process. Hansen insisted that the other vendor refused to do the install because they didn't want to bear the burden of the cost. I spoke with the manager of the other vendor yesterday and they said they offered to HSA to do the install but HSA rerouted it to Hansen. Hansen quoted us at $550 for uncovered costs. To do the same thing, the other vendor quoted us at $1,075. It is clear as a business decisions that HSA would chose Hansen to do the install because they charge half the price. The other vendor said it wouldn't make any sense for them to refuse the install as that is how they make their money. Hansen continues to lie to HSA as well. Hansen has told HSA they refuse to come back to the property because of legal threats which is untrue. There have been absolutely no legal threats to Hansen.  Also after speaking with the other vendor as well as two other companies that do HVAC services. Everyone is in agreement that Hansen went wrong somewhere. It is Hansen's final argument that they did nothing wrong and the units are compatible. These two statements cant both be true. Either they did nothing wrong, in which they would have done extra work to make the units compatible, which did not happen as explained below, or the units are not compatible.  First of all, if Hansen did nothing wrong then our unit would not have stopped working. All other companies said in order to make the units kind of compatible, you would have to purchase an extraction kit which is $150 to completely extract the Freon from the system. You would also have to let the whole system completely dry out. At the very least you would also have to replace the coils in the R-22 system as well as a couple of other parts. None of this happened when they did the install. There is no extraction kit listed on the invoice and they did not do any work to the inside unit. Because they did not correctly extract the old Freon, it is safe to assume the issue is that the new Freon mixed with the old and caused the issue we have now. Everyone we have spoken to said the two should not ever mix. The bottom line is Hansen did not do the install correctly even if all they wanted to do was make the two systems compatible. Regardless of that, the better option would have been to replace the indoor unit along with the outdoor unit. Their argument was that the indoor unit was not broken and therefore HSA would not have covered it. First of all, if they knew what they were doing and knew both units should have been replaced together then they should have at least recommended it to HSA. If HSA came back and said no we could have made the decision from there. Secondly, if the correct course of action for replace the outdoor unit was to replace the indoor unit in order to make them compatible then I believe HSA would have approved it. And lastly, they said we should just pay the $550 because thats what we would have had to pay anyways had they replaced the indoor unit at the same time as the outdoor unit. This is again false. When they replaced the outdoor unit, we paid a grand total of $300. $100 for the deductible and $200 for the extraction and disposal of the Freon. If we were to do the install of the indoor unit now we would pay a total of $650 now. $100 for the deductible, $200 for extraction and removal of Freon, and $350 for modification of the new unit. That means overall we would be paying $950. Had they done the install of the inside unit with the outdoor unit then we would have only paid the deductible once, and the removal and disposal of the Freon once. So total costs would be $100 deductible, $200 for removal and disposal of Freon, and $350 for modifications. That would be a grand total of $650. That is a difference of $300.   
Regards,
Ruby Watkins

We have already addressed this complaint.  The warranty company is doing a cash out to the homeowner and we are not returning to their home.  The units are compatible and the evidence presented by the homeowner is here say.  The system was flushed and everything was completed with in our guidelines of work for the warranty and our license.There is no further action to take.  Nothing was done incorrectly.  This system was repaired 6 months ago and ran for that entire time and was in use as it is designed to be.  The homeowner had no additional expense due to something on our part.  We have provided evidence and our response.