From: Lisa [redacted]<[redacted]>Date: Tue, Jun 14, 2016 at 12:43 PMSubject: Complaint ID: [redacted] To: [redacted]To Whom it May Concern, Please see the attached documents. This unit was not install by Country Suburban it was installed by [redacted]s. [redacted]s can be reached at [redacted] and they can clarify that they installed this unit. Thank You,Country Suburban
To Whom it may concern: Contacting you to let you know that we at County Suburban Heating & Air Conditioning have corrected everything and detailed the entire job. There was a lack of communication of scheduling to complete the job.Thank youHarry G** /President
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.We were never offered an upgraded unit or a replacement system; they owner specifically contacted me and said he would personally install a new compressor for free but we would still have to pay for labor costs. He also told me that he had no clue that we had this problem; however, it does not acceptable that the owner of the company has no clue how his business is doing. Also, we had a 10 year warranty the compressor and we had 10 year warranty based on our proposal that is attached from country Suburban. Also, they only reason why they said ti was the compressor was because all other things that it could have been failed because the leaks they found and the outside thermostat that they thought was the problem were fixed and did not fix the problem; so then it absolutely was the compressor that had to be fixed. However, [redacted] and [redacted] technicians would disagree. The [redacted] technician found nothing wrong with the compressor and it was working fine; and found that our whole system was disconnected and this was by Country Suburban. A technician from [redacted] specifically told us that a technician took a part of our system and it was a part that was need to run the system, and that would be by the Country Suburban technician. Who knows if the compressor was the problem with the system because the people at country Suburban had no clue what the problem was; one specific technician form Country Suburban came to the house 4 times and specifically told my wife that he had no clue what was wrong with our system and that's why they called people from Syracuse but we had to wait days to a week for technicians to come out; so it was not quick. We are not satisified with the response that Country Suburban submitted. They don't take any responsibility for what happened.Regards,[redacted]
If you could please add this review for Country Suburban, I would appreciate it.Country Suburban fixed our broken Lennox AC unit on 6/22/16 , installed a new lining, new coil, metal work & a new compressor. The staff were very professional & worked hard all day to make sure everything was perfect for us. I appreciate their time & hard work! Thank you!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted] I will accept this $86.69 check, however note that I am not 100% satisfied that the $100 was not credited back to me in full for the 'reversal fee'. I provided plenty of notice of my decision to change my mind on having the furnace installed by Country Suburban.
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.Regards,[redacted]
I do not agree that my cc had to be charged that day in full, as the potential service of installing a new furnace was not to occur until the following day. I have 3 days to reverse my decision and having them charge me a $100 'reversal fee' is wrong. I will agree to pay the amount for what they call the 'service call' on the furnace, although no work was actually done to the furnace other than determining it was broken. My credit card ought not to have been charged until all of the work was completed, regardless of when I gave them my cc information.
This is in
regards pertaining to a complaint [redacted] from our
customer [redacted] We have already contacted Mr. [redacted] and scheduled
appointment for Tuesday 11/10/2015 between 8-9 AM to resolve all the issue's
with the Hot Water Heater. Mr. [redacted] got it installed in 2010; he has...
now
been out of warranty for three years. This hot water heater had two years parts
and labor warranty and a one-year warranty for all miscellaneous parts. We are
going to still fix the Hot Water Heater free of charge for him. We do apologize
for the miscommunication and inconvenience we have caused Mr. [redacted].
*Attached
is a copy of the warranty for Mr. [redacted] hot water heater warranty
Thank You
Country Suburban
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.A system that costs $6,000 should not last ONLY 5 years. If we knew that it would last ONLY 5 years, I would not have purchased this system. Also, they installed a compressor that was already 2 years old when they installed in in 2010. A professional company should not be putting old equipment into a brand new system. None of the documents say that it was only a 5 year system. The only documents we have is the proposal and it does not say anything about the compressor being a 5 year warranty; right on the front page of the proposal; it says 10 year compressor warranty; NOT 5 years. We were not given a contract; it was a proposal that was signed and dated with what they were going to install and do. I had them here for cleanings of the system; and what they saying is false. They are trying to put the blame on others, when they are at fault. They were here multiple times and there was not refrigerant in the system, and the technicians could not find anything wrong; they said it COULD be a possible leak. Other technicians came and said they fixed the small couple of leaks, and when the alert on the system showed back up, ell the findings changed and it was the compressor. When one technician came and took the part, he never contacted me. I had to call them and they told me that he had to get in contact with Bryant before he could come back. I did not contact Country Suburban to have the condenser under warranty; why would I want a piece of equipment that was not the problem under warranty; when supposedly the compressor was the problem. They offered a new unit but at this point, Country Suburban had no clue what they were doing, and the probability of us having this installed and having problems would be high. Also, who would want to be a customer of Country Suburban when you have had problems with the system for that long and nobody knew what was wrong with it. Its not my fault that Country Suburban technicians did not know how to find a problem with our system and these technicians and Country Suburban knew about this problem for months and months and then the actual Owner had no clue that we were even having this problem; the key to a good business is communication. When you have technicians and workers in a company that have no idea what is wrong with a central air system that they installed and they want to install a new one; its very likely that you will have problem again; which we wanted to avoid. Country Suburban thinks they did nothing wrong, so then why was I told that 3 of the technicians that worked on our system were fired because they did not know what was wrong with our system. If Country Suburban knew what they were doing, would they have fired 3 of their workers, I don't think so.Regards,[redacted]
[redacted]
We will be sending a check to Debbie Manley for $86.69. We have charged $206.52 for the fireplace tune up and also the work completed on the furnace. This check will be going out in the mail next week. If you have any questions or concerns please let me know. Thank you,Country Suburban
From: Lisa [redacted]<[redacted]>Date: Tue, Jun 14, 2016 at 12:43 PMSubject: Complaint ID: [redacted] To: [redacted]To Whom it May Concern, Please see the attached documents. This unit was not install by Country Suburban it was installed by [redacted]s. [redacted]s can be reached at [redacted] and they can clarify that they installed this unit. Thank You,Country Suburban
To Whom it may concern: Contacting you to let you know that we at County Suburban Heating & Air Conditioning have corrected everything and detailed the entire job. There was a lack of communication of scheduling to complete the job.Thank youHarry G** /President
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.We were never offered an upgraded unit or a replacement system; they owner specifically contacted me and said he would personally install a new compressor for free but we would still have to pay for labor costs. He also told me that he had no clue that we had this problem; however, it does not acceptable that the owner of the company has no clue how his business is doing. Also, we had a 10 year warranty the compressor and we had 10 year warranty based on our proposal that is attached from country Suburban. Also, they only reason why they said ti was the compressor was because all other things that it could have been failed because the leaks they found and the outside thermostat that they thought was the problem were fixed and did not fix the problem; so then it absolutely was the compressor that had to be fixed. However, [redacted] and [redacted] technicians would disagree. The [redacted] technician found nothing wrong with the compressor and it was working fine; and found that our whole system was disconnected and this was by Country Suburban. A technician from [redacted] specifically told us that a technician took a part of our system and it was a part that was need to run the system, and that would be by the Country Suburban technician. Who knows if the compressor was the problem with the system because the people at country Suburban had no clue what the problem was; one specific technician form Country Suburban came to the house 4 times and specifically told my wife that he had no clue what was wrong with our system and that's why they called people from Syracuse but we had to wait days to a week for technicians to come out; so it was not quick. We are not satisified with the response that Country Suburban submitted. They don't take any responsibility for what happened.Regards,[redacted]
If you could please add this review for Country Suburban, I would appreciate it.Country Suburban fixed our broken Lennox AC unit on 6/22/16 , installed a new lining, new coil, metal work & a new compressor. The staff were very professional & worked hard all day to make sure everything was perfect for us. I appreciate their time & hard work! Thank you!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted] I will accept this $86.69 check, however note that I am not 100% satisfied that the $100 was not credited back to me in full for the 'reversal fee'. I provided plenty of notice of my decision to change my mind on having the furnace installed by Country Suburban.
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.Regards,[redacted]
I do not agree that my cc had to be charged that day in full, as the potential service of installing a new furnace was not to occur until the following day. I have 3 days to reverse my decision and having them charge me a $100 'reversal fee' is wrong. I will agree to pay the amount for what they call the 'service call' on the furnace, although no work was actually done to the furnace other than determining it was broken. My credit card ought not to have been charged until all of the work was completed, regardless of when I gave them my cc information.
This is in
regards pertaining to a complaint [redacted] from our
customer [redacted] We have already contacted Mr. [redacted] and scheduled
appointment for Tuesday 11/10/2015 between 8-9 AM to resolve all the issue's
with the Hot Water Heater. Mr. [redacted] got it installed in 2010; he has...
now
been out of warranty for three years. This hot water heater had two years parts
and labor warranty and a one-year warranty for all miscellaneous parts. We are
going to still fix the Hot Water Heater free of charge for him. We do apologize
for the miscommunication and inconvenience we have caused Mr. [redacted].
*Attached
is a copy of the warranty for Mr. [redacted] hot water heater warranty
Thank You
Country Suburban
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.A system that costs $6,000 should not last ONLY 5 years. If we knew that it would last ONLY 5 years, I would not have purchased this system. Also, they installed a compressor that was already 2 years old when they installed in in 2010. A professional company should not be putting old equipment into a brand new system. None of the documents say that it was only a 5 year system. The only documents we have is the proposal and it does not say anything about the compressor being a 5 year warranty; right on the front page of the proposal; it says 10 year compressor warranty; NOT 5 years. We were not given a contract; it was a proposal that was signed and dated with what they were going to install and do. I had them here for cleanings of the system; and what they saying is false. They are trying to put the blame on others, when they are at fault. They were here multiple times and there was not refrigerant in the system, and the technicians could not find anything wrong; they said it COULD be a possible leak. Other technicians came and said they fixed the small couple of leaks, and when the alert on the system showed back up, ell the findings changed and it was the compressor. When one technician came and took the part, he never contacted me. I had to call them and they told me that he had to get in contact with Bryant before he could come back. I did not contact Country Suburban to have the condenser under warranty; why would I want a piece of equipment that was not the problem under warranty; when supposedly the compressor was the problem. They offered a new unit but at this point, Country Suburban had no clue what they were doing, and the probability of us having this installed and having problems would be high. Also, who would want to be a customer of Country Suburban when you have had problems with the system for that long and nobody knew what was wrong with it. Its not my fault that Country Suburban technicians did not know how to find a problem with our system and these technicians and Country Suburban knew about this problem for months and months and then the actual Owner had no clue that we were even having this problem; the key to a good business is communication. When you have technicians and workers in a company that have no idea what is wrong with a central air system that they installed and they want to install a new one; its very likely that you will have problem again; which we wanted to avoid. Country Suburban thinks they did nothing wrong, so then why was I told that 3 of the technicians that worked on our system were fired because they did not know what was wrong with our system. If Country Suburban knew what they were doing, would they have fired 3 of their workers, I don't think so.Regards,[redacted]
[redacted]
We will be sending a check to Debbie Manley for $86.69. We have charged $206.52 for the fireplace tune up and also the work completed on the furnace. This check will be going out in the mail next week. If you have any questions or concerns please let me know. Thank you,Country Suburban