Jack Ma

I am responding to the above-referenced complaint filed against me on April 1, I strongly deny all the allegations in the complaintBelow is my account of what transpired.I installed a three-ton heat pump system, which was manufactured by [redacted] , in the complainant’s home on November 22, After the installation, I went back to check on the system several timesThe system seemed to function normallyThe complainant then contacted me in February of this year to say that she was experiencing problems with the system and asked me to check on it and to do some troubleshootingI went to her house at my earliest convenience on February as I was traveling at the time she contacted meWhen I checked the system, she complained about the noise levelI explained to her that the air flow for the new system produces cubic feet per minute (cfm) and given the existing ductwork in her house, would not be a completely noise-free systemShe did not accept my explanationI also discovered during my visit that the outdoor motor malfunctionedI immediately replaced and repaired the outdoor motor with a new partI contacted a [redacted] field technician to come to the house in early March of this year to inspect the system and to discuss the noise levelThe technician did not find anything wrong with the systemTo deal with the noise problem, he experimented with the air flow and then reduced the air flow to cubic feet per minuteAfter the air flow was reduced to cfm, the noise level subsided and the complainant was satisfied with the result.It is unclear what the complainant is seekingI have been very responsive to her various requests to repair the system to her satisfactionShe currently has an extended warranty until November of this yearIf she wishes to resolve this matter once and for all, the warranty can be extended until December of at no cost to her.With regard to my business license, I have a valid license to do business in the state of VirginiaThis should not be an issue in disputeI am available to respond further to this complaint if you think it is necessary

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: It is his obligation to provide his business license, no conditionFor written extended warranty, he verbally confessed that he will do that, he should keep his promisesI will keep my rights to pursue other channel to resolve the issue which include legal, or other methods.
Regards,
*** ***

This is a response to your letter dated May 19, 2016 in which you referenced further complaint made by a former customer of mine.It appears that the customer indicated that she wants a written extended warranty and to see my business license. I will comply with her request, but only under the circumstances described below.The extended warranty can only apply to my installation services. I have already agreed to do so in my earlier correspondence and will agree to a three-year term to provide any necessary services related solely to my installation work. The extended warranty cannot apply to the AC system and its components as only the manufacturer, [redacted], can replace the actual machinery and its parts. She should already have that warranty in place if she did the appropriate registration. As for my business license, I am willing to show her my license but only in front of a completely disinterested witness and I do not want her to copy it for any purpose. Finally, I want to make sure that by agreeing to the above terms, she would agree to close this matter once and for all and not pursue any other action, legal or otherwise, in the future.If she agrees with my proposed action to settle this matter, then I will contact her and make arrangement to meet her at a mutually convenient time to give her the written extended warranty and to show her my business license with a witness present. Thank you for your attention to this matter and please feel free to contact me if you have any further questions.

I am responding to the above-referenced complaint filed against me on April 1, 2016. I strongly deny all the allegations in the complaint. Below is my account of what transpired.I installed a three-ton heat pump system, which was manufactured by [redacted], in the complainant’s home on November 22,...

2014. After the installation, I went back to check on the system several times. The system seemed to function normally. The complainant then contacted me in February of this year to say that she was experiencing problems with the system and asked me to check on it and to do some troubleshooting. I went to her house at my earliest convenience on February 29 as I was traveling at the time she contacted me. When I checked the system, she complained about the noise level. I explained to her that the air flow for the new system produces 1200 cubic feet per minute (cfm) and given the existing ductwork in her house, would not be a completely noise-free system. She did not accept my explanation. I also discovered during my visit that the outdoor motor malfunctioned. I immediately replaced and repaired the outdoor motor with a new part. I contacted a [redacted] field technician to come to the house in early March of this year to inspect the system and to discuss the noise level. The technician did not find anything wrong with the system. To deal with the noise problem, he experimented with the air flow and then reduced the air flow to 900 cubic feet per minute. After the air flow was reduced to 900 cfm, the noise level subsided and the complainant was satisfied with the result.It is unclear what the complainant is seeking. I have been very responsive to her various requests to repair the system to her satisfaction. She currently has an extended warranty until November of this year. If she wishes to resolve this matter once and for all, the warranty can be extended until December of 2017 at no cost to her.With regard to my business license, I have a valid license to do business in the state of Virginia. This should not be an issue in dispute. I am available to respond further to this complaint if you think it is necessary.