James Heating & Air Conditioning

Complaint: [redacted] I am rejecting this response because:I was given free maintenance services and I did only use This was because James Heating cancelled two of my appointments and was told that I would receive a call when they weren't as busy with emergency callsI didn't receive a call back and the only mailings that I received were postcards letting me know of their pricing on maintenance services.I chose to pay another company to do the maintenance servicesI felt that I was no longer a valued customer with James Heating.Goodman has a year manufacture warrantyI did not get this because James Heating never registered my unitStandard practice in this area is that the business registers the unitI have talked to several HVAC companies, including the receiving person at James Heating, to verify this informationI would have been able to have other companies do warranty work on my unitThis is no longer an option for me.James Heating made a mistake with not registering my unit with GoodmanJames Heating needs to own that mistake and fix it at their expense, not mine Sincerely, [redacted]

In response to the complaint listed above; initially The [redacted] s’ HVAC system in question was installed on October 8, As with all of the systems we installed at that time, we included a year parts and labor warranty through James Heating and Air Conditioning This is not a manufactures’ warranty and is not effected by whether the unit is registered with the manufacturer The only requirement to keep the warranty valid is to have regular annual maintenancesThe requirement of having annual maintenances is very important to the life of HVAC equipment, and is a policy that most HVAC contractors have adopted industry wide for decades HVAC equipment and its operations cannot be guaranteed without regular cleaning and check-ups These check-ups are vital to the life of the equipment Many times major repairs can be avoided if an HVAC tech can identify signs of an impending failure Keeping the system clean and free of debris can keep the system from overworking, in turn, extending its life expectancy Mr& Mrs [redacted] were given four free maintenances with their installation These maintenances were intended to be used six months apart over the period of two years The first maintenance visit was used in April of and the second in March of 2010, the last two were never used, despite several attempts made on our part The [redacted] s have been informed multiple times over the years of our warranty policies Several attempts have been made by both making phone calls and mailing post cards to get maintenance completed for them All attempts have been ignored Although we are disappointed to hear that the [redacted] s are unhappy with our company, we believe that their issues would have been avoided had they not neglected the routine maintenance of their equipment Therefore, we do not believe that we are financially responsible for the consequent repairs needed on their system Thank you, Larry P [redacted] Service Manager James Heating & A/C

There is no warranty on this system.  James Heatings' stipulation to all warranties offered is that the equipment must be maintenanced at least once a year.  In response to [redacted]'s most recent statement; Ms. [redacted] refers to speaking with a "receiving" person, James Heating has no such department or person.  In her statement she says that it is standard that the Heating contractor would register customers equipment with the manufacturer.  That may be the case with another company however, it is not the case across the board or with James Heating specifically.  We will register equipment for a customer occasionally at the customers' request.  Ms. [redacted] refers to receiving post cards in the mail from us, that is a courtesy we extend to our customers, a reminder for them, letting them know they are due for maintenance.  If they choose not to respond to the post card by calling and setting up an appointment, we have not other recourse.  In conclusion, we do not feel that we should be financially responsible for any repairs or service made to the [redacted]s' HVAC system.  Their system simply needed to be checked out for maintenance at least once per year in order to keep the warranty valid.  The [redacted]s' knew that, yet they chose to not even use their free maintenance visits or respond to any reminder post cards that we sent them over the course of several years.  Now the [redacted]s are asking that we pay for repairs that another company made, repairs that very well could have been avoided with regular maintenance.

Complaint: [redacted]
I am rejecting this response because:I was given 4 free maintenance services and I did only use 2. This was because James Heating cancelled two of my appointments and was told that I would receive a call when they weren't as busy with emergency calls. I didn't receive a call back and the only mailings that I received were postcards letting me know of their pricing on maintenance services.I chose to pay another company to do the maintenance services. I felt that I was no longer a valued customer with James Heating.Goodman has a 10 year manufacture warranty. I did not get this because James Heating never registered my unit. Standard practice in this area is that the business registers the unit. I have talked to several HVAC companies, including the receiving person at James Heating, to verify this information. I would have been able to have other companies do warranty work on my unit. This is no longer an option for me.James Heating made a mistake with not registering my unit with Goodman. James Heating needs to own that mistake and fix it at their expense, not mine.
Sincerely,
[redacted]

In response to the complaint listed above; initially The [redacted]s’ HVAC system in question was installed on October 8, 2008.  As with all of the systems we installed at that time, we included a 10 year parts and labor warranty through James Heating and Air Conditioning.  This is not a...

manufactures’ warranty and is not effected by whether the unit is registered with the manufacturer.  The only requirement to keep the warranty valid is to have regular annual maintenances. The requirement of having annual maintenances is very important to the life of HVAC equipment, and is a policy that most HVAC contractors have adopted industry wide for decades.  HVAC equipment and its operations cannot be guaranteed without regular cleaning and check-ups.  These check-ups are vital to the life of the equipment.  Many times major repairs can be avoided if an HVAC tech can identify signs of an impending failure.  Keeping the system clean and free of debris can keep the system from overworking, in turn, extending its life expectancy.  Mr. & Mrs. [redacted] were given four free maintenances with their installation.  These maintenances were intended to be used six months apart over the period of two years.  The first maintenance visit was used in April of 2009 and the second in March of 2010, the last two were never used, despite several attempts made on our part.  The [redacted]s have been informed multiple times over the years of our warranty policies.  Several attempts have been made by both making phone calls and mailing post cards to get maintenance completed for them.  All attempts have been ignored.  Although we are disappointed to hear that the [redacted]s are unhappy with our company, we believe that their issues would have been avoided had they not neglected the routine maintenance of their equipment.  Therefore, we do not believe that we are financially responsible for the consequent repairs needed on their system.   Thank you, Larry P[redacted] Service Manager James Heating & A/C