Initial Business Response /* (1000, 5, 2017/01/19) */
The system had a year manufacturer's extended parts warranty which expired in mid after the first compressor replacement, which had been completed (March 2014) under the manufacturer's extended warranty for *** plus HST
On
6/13/customer asked for a quotation for a 4th additional heat pump system for a different part of the house which was not approved
In August of the customer reported the *** Unit unit was not workingTechnician responded and reported the following: checked unit operation in cooling, see check list attached no issues found with units running in cooling.Customer explained he uses them in auto mode as well as dry modeExplained that the units have priority option, which is not setset main unit for priority and explained unit operations in auto mode, recommend not to use units in auto but if necessary main unit is priority and other units will not heat until main unit is satisfiedCustomer was billed and paid for this service call
The heat pump again stopped working in Dec Service notes as follows: Unit not heating properlyBelieve system to be low on refrigerantRecommend system refrigerant be recovered and weighedIf low then nitrogen leak test to follow .Once system is tight , proper charge is weighed inAlso units condensate piping needs to be extended to ground levelTechnician returned on Jan 04, and notes as follows: Returned to check refrigerant chargeRecovered and weighed all refrigerantFound that the unit was pound undercharged Charged with virgin refrigerant to nameplate weightUnit operating normally until higher pressures then Compressor becomes noisy with no further pressure increase limiting temperature outputRecommend compressor replacement
We Charged for diagnostic and repair work and were not paidWe followed up with a separate quotation to replace compressor which was now no longer COVERED BY THE MANUFACTURER's WARRANTYCustomer refused to pay invoice for last service or accept quotation to replace compressor
I participated in several lengthy discussions with the customer and provided distinct quotations after several discussions on her house, including a heating and cooling analysisThe Quoted items were for hi performance *** Ductless Heat Pump systems that also include additional Years parts and Labor coverageThese *** systems were superior in design and performance and would replace the failed triple system
These prices also included for *** in extended warranty as well as a write off of the outstanding service invoice
Customer did not respond to several voice mail follow up calls after the quotationsLetter advising her that account was going to be sent to collections if they did not respond went unanswered
I Heard back from her after only the account had been placed for collection activity where it currently remainsCustomer explained that she had experienced a difficult personal perod since our last conversation but during that period had replaced her triple system with single systems for about *** compared to the quotations we provided for fully warranted hi performance systems ranging from *** to XXXXX plus taxesThese prices included extended warranties, high performance materials, and a write down of the outstanding invoice
The customer did preventive maintenance and their issues are with the *** extended Warranty, not usToday that product warranty covers years instead of and is far superior than it was in
Customers total service repair billings between and were *** including *** which was sent for collectionOf remainder, *** was for the first warranted compressor replacement, *** were for service related issues including improper usage of the system by the user
I believe every reasonable effort was made by our company to assist the customer
Initial Consumer Rebuttal /* (3000, 7, 2017/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
refrigerantThe *** system was purchased on August 26, and had a year part/compressor/labour warrantyWhich means the billed and paid should not have occurredThe year warranty would have brought it to August 26, Which is when we say the problem occurred that should have been fixed
If the compressor had been replaced in January (when it failed in December), then the month delay would have put the final failure within the warranty periodThe system was set up with the main priority originally and then when the compressor was installed there must have been a change then, this should have been checked on March when the compressor was installed but wasn'tAt that time the technician advised that the system should be on all the time and recommended autoAuto wasn't used all the time, dry, heat and cooling had been used
The company was out twice in August, one time for lack of cooling and the other for a water leak which showed that the installation was not done correctly, the drainage tube should have gone further past the bend in order to draw the water outThe two visits combined were *** This again is still under warranteeAt the conclusion of the warranty it would appear that I have paid *** that I should not have paid, but didThen we add the fact that the unit still did not work for long after that final service call when I suggest the unit should have been more thoroughly looked at and it would have been covered under warranty
The company did not address the cleaning issue which could have played a role in early failure
He is correct, we had several conversations and it took months to get a quote, this is not reasonable serviceAlso, while we were in conversations there was interest being charged on the outstanding invoice, which was also paid
I now feel I have additional evidence to support my corrective action request of returning that money and the money spent prior to that with the warrantyThe faulty installation (short tube) was not even fixed in August when it was first noted
The service received from this company does not warrant an A+ rating for Revdex.com and at the very least people who contemplate doing business with the company should be aware of their treatment once they get your business*** talks an excellent game but that's what makes him good at his businessHowever, even when I went back to him thinking that it was a good company, it took him months to give me a quote that was supposed to be "a deal" due to all my troubles and it ends up being higher than any other quote and one for the same system
The company says that it calls and says that it e-mailed yet no one had the call or the message, the payment to collections was made that very day I opened the letter, yet he states it's still in collections
I did replace my system with two units, a double upstairs and single unit for down stairs, the single is efficient to -I was very upset when the quotes he provided were higher than other brand new quotes of the same machineI felt my loyalty and patience was rewarded with the quintessential big business gratitude, pay me more and I may take care of you but likely won'tThe respect I get for waiting for months for a quote that was higher than others was no phone calls and no attempt to reach out
There was also no comment or reusing the refridgerant after the original failure, which in my original complaint, I advise that this is why the failure occurred the second time
I have records of the payments made including over *** in if you require them
Final Business Response /* (4000, 9, 2017/01/30) */
I understand that the customer feels hard done by her purchaseThe Installation was initially completed August 8, and included a manufacturer's year LIMITED parts and labor warrantyThe manufacturer's limited warranty only covers labor for the first year only! In the 5th year (March 2014) the compressor was replaced and a *** minimum service charge was paid by the customerAll other costs to replace the compressor were either absorbed under the Manintenance Agreement or under the Manufacturer's limited warranty
The equipment worked for another year and a half before the next service call that related to the operation of the unitOur Technician work order notes read as follows:
08/05/2015SERVICE
Problem: units seem to stop cooling randomly
check unit operation in cooling, see check list attached no issues with units running in cooling
customer explained he uses them in auto mode as well as dry modeunits have priority option, which is not setSet main unit for priority and explained unit operations in auto mode, recommend NOT TO USE UNITS in auto but if necessary main unit is priority and other units will not heat until main unit is satisfied
In December the compressor again failed months after it was initially replacedThe refrigerant in the system was new and not contaminated as has been inferredNone of the service calls caused the second compressor failureNone of the labor on subsequent service calls were covered by the Manufacturer's limited warranty or by oursWe contacted and confirmed that the Manufacturer limited year parts and labor warranty had expired
The compressor failure was outside of the manufacturer's warranty coverageA quote was provided at that time to replace the compressor in January The customer contacted me in October with a well written letter outlining her concerns, our invoice history, the status of her warranty, and that she felt she had been given a raw dealI provided her at least three seperate quotations between October and December We also discussed the outstanding invoice and I agreed to include for it in any quotation she purchased from usCustomer asked specifically for a larger capacity with a head system to replace her existing three head systemI did a detailed heat loss calculation on her house and reviewed it with herI explained how to use her *** heating system to get the best best performance from the proposed ductless units in her homeShe specifically wanted a year parts and labor warranty included as well as high performance equipmentI gave her three seperate quotes for quality hi performance low ambient temperature systems all at a reduced price including for outstanding service invoice and extended warranties underwritten by *** She did not respond to my quotations and chose to purchase her equipment elsewhereWe sent a letter asking for her response and that unless we heard from her on the outstanding invoice, her account would have to be placed into collections
During the fall of I had several long discussions with this customer by phone and provided additional contact through several emails between October of and Christmas of I did not hear from her to discuss the final quotations until after she had paid the collection company, and had made a decision to purchase a replacement system elsewhere without any further discussions
Despite email and telephone correspondence with the customer, the claim that months transpired with no contact or phone call or attempts to reach out is simply not trueAll labor charges to the customer were valid and were not covered under any warrantyOur quotation to repair the unit was presented in a timely basis
The customer was asking for greater system capacity and an all inclusive parts and labor warranty for yearsI do not know if her final purchase was comparable in capacity or warranty but the price of the replacement system was far below our direct costI do not believe this customer was unfairly treated by our company
Final Consumer Response /* (4200, 14, 2017/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel, "hard done by", I feel that a company abused my trust and did not act in a professional mannerI am troubled by the companies lack of knowledge of the facts and insistence that I am at faultI hope that the following will allow the Revdex.com sufficient data to support my claimI would also ask that you don't post the pictures of evidence without removing my mailing address
Please see photo's: Picture of document that states warrantee Picture of receipt for deposit on August 17th, XXXX XPicture of invoice dated August 26th after installationWork order which states reclaimed gas removed and put it back in The replacement of the compressor invoice March 31, XXXX XPicture of the 2nd invoice that the company refuses to acknowledge for the water leak due to the installationI also have the e-mail which I can forward to you which shows when I initially reached out to *** and the months it took to respond
In March 21, the compressor was replaced and the same gas was put back in the systemThe effects of reusing the gas has not been addressed, simply deniedIf a compressor fails, contaminants gets in the system and can cause damage of the system, see photo #
Auto Mode: Discussed priority previously, priority was set with original installationWhen replaced in March 2014, not set and the advice at that time was auto, have system run all the time
Faulty installation of the water line has not been addressed
Not cleaning the system as per the maintenance contract has not been addressed
December FAILURE was exactly months after call, but months after replacement and less than months after warrantee expired
The e-mail was sent to the company in January of 2016, written in December of The delays of months has not been addressed, simply deniedWill forward e-mail for evidence
If the system had been installed closer to the failure date of December would the system have failed earlier, this has not been addressed
I never asked specifically for anything, let alone a head system, I have never been an expert as most people aren't, I relied on the words of a person I thought to be an expertSince then, I have spoken to many others people which is where I have gotten most of my information*** tried to upsell me again, the sad thing is he would have been much more effective if he'd responded in January as opposed to OctoberHe did send me his number in the summer, I called him and he said he was with a client and would call me right back, never did, more empty promises and now trying to blame the customer for bad service and quotes
Additionally, I don't have an *** system, but we are on time of useI did not ask for a warrantee, he said "I won't let you go without a year warrantee"
The quotes provided were not low, other companies with whom I've never done business quoted the same system for lessI did not go for the top quality top dollar machine because my experience had not been good
Did the company "band aid fix" a more serious problem to ensure the warrantee ran out and to sell more product?
I have the pictures in a table but it does not seem to copy into this documentPlease advise where I can send the information to, I will try to forward to the e-mail that I have received from you
Initial Business Response /* (1000, 5, 2017/01/19) */
The system had a year manufacturer's extended parts warranty which expired in mid after the first compressor replacement, which had been completed (March 2014) under the manufacturer's extended warranty for *** plus HST
On
6/13/customer asked for a quotation for a 4th additional heat pump system for a different part of the house which was not approved
In August of the customer reported the *** Unit unit was not workingTechnician responded and reported the following: checked unit operation in cooling, see check list attached no issues found with units running in cooling.Customer explained he uses them in auto mode as well as dry modeExplained that the units have priority option, which is not setset main unit for priority and explained unit operations in auto mode, recommend not to use units in auto but if necessary main unit is priority and other units will not heat until main unit is satisfiedCustomer was billed and paid for this service call
The heat pump again stopped working in Dec Service notes as follows: Unit not heating properlyBelieve system to be low on refrigerantRecommend system refrigerant be recovered and weighedIf low then nitrogen leak test to follow .Once system is tight , proper charge is weighed inAlso units condensate piping needs to be extended to ground levelTechnician returned on Jan 04, and notes as follows: Returned to check refrigerant chargeRecovered and weighed all refrigerantFound that the unit was pound undercharged Charged with virgin refrigerant to nameplate weightUnit operating normally until higher pressures then Compressor becomes noisy with no further pressure increase limiting temperature outputRecommend compressor replacement
We Charged for diagnostic and repair work and were not paidWe followed up with a separate quotation to replace compressor which was now no longer COVERED BY THE MANUFACTURER's WARRANTYCustomer refused to pay invoice for last service or accept quotation to replace compressor
I participated in several lengthy discussions with the customer and provided distinct quotations after several discussions on her house, including a heating and cooling analysisThe Quoted items were for hi performance *** Ductless Heat Pump systems that also include additional Years parts and Labor coverageThese *** systems were superior in design and performance and would replace the failed triple system
These prices also included for *** in extended warranty as well as a write off of the outstanding service invoice
Customer did not respond to several voice mail follow up calls after the quotationsLetter advising her that account was going to be sent to collections if they did not respond went unanswered
I Heard back from her after only the account had been placed for collection activity where it currently remainsCustomer explained that she had experienced a difficult personal perod since our last conversation but during that period had replaced her triple system with single systems for about *** compared to the quotations we provided for fully warranted hi performance systems ranging from *** to XXXXX plus taxesThese prices included extended warranties, high performance materials, and a write down of the outstanding invoice
The customer did preventive maintenance and their issues are with the *** extended Warranty, not usToday that product warranty covers years instead of and is far superior than it was in
Customers total service repair billings between and were *** including *** which was sent for collectionOf remainder, *** was for the first warranted compressor replacement, *** were for service related issues including improper usage of the system by the user
I believe every reasonable effort was made by our company to assist the customer
Initial Consumer Rebuttal /* (3000, 7, 2017/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
refrigerantThe *** system was purchased on August 26, and had a year part/compressor/labour warrantyWhich means the billed and paid should not have occurredThe year warranty would have brought it to August 26, Which is when we say the problem occurred that should have been fixed
If the compressor had been replaced in January (when it failed in December), then the month delay would have put the final failure within the warranty periodThe system was set up with the main priority originally and then when the compressor was installed there must have been a change then, this should have been checked on March when the compressor was installed but wasn'tAt that time the technician advised that the system should be on all the time and recommended autoAuto wasn't used all the time, dry, heat and cooling had been used
The company was out twice in August, one time for lack of cooling and the other for a water leak which showed that the installation was not done correctly, the drainage tube should have gone further past the bend in order to draw the water outThe two visits combined were *** This again is still under warranteeAt the conclusion of the warranty it would appear that I have paid *** that I should not have paid, but didThen we add the fact that the unit still did not work for long after that final service call when I suggest the unit should have been more thoroughly looked at and it would have been covered under warranty
The company did not address the cleaning issue which could have played a role in early failure
He is correct, we had several conversations and it took months to get a quote, this is not reasonable serviceAlso, while we were in conversations there was interest being charged on the outstanding invoice, which was also paid
I now feel I have additional evidence to support my corrective action request of returning that money and the money spent prior to that with the warrantyThe faulty installation (short tube) was not even fixed in August when it was first noted
The service received from this company does not warrant an A+ rating for Revdex.com and at the very least people who contemplate doing business with the company should be aware of their treatment once they get your business*** talks an excellent game but that's what makes him good at his businessHowever, even when I went back to him thinking that it was a good company, it took him months to give me a quote that was supposed to be "a deal" due to all my troubles and it ends up being higher than any other quote and one for the same system
The company says that it calls and says that it e-mailed yet no one had the call or the message, the payment to collections was made that very day I opened the letter, yet he states it's still in collections
I did replace my system with two units, a double upstairs and single unit for down stairs, the single is efficient to -I was very upset when the quotes he provided were higher than other brand new quotes of the same machineI felt my loyalty and patience was rewarded with the quintessential big business gratitude, pay me more and I may take care of you but likely won'tThe respect I get for waiting for months for a quote that was higher than others was no phone calls and no attempt to reach out
There was also no comment or reusing the refridgerant after the original failure, which in my original complaint, I advise that this is why the failure occurred the second time
I have records of the payments made including over *** in if you require them
Final Business Response /* (4000, 9, 2017/01/30) */
I understand that the customer feels hard done by her purchaseThe Installation was initially completed August 8, and included a manufacturer's year LIMITED parts and labor warrantyThe manufacturer's limited warranty only covers labor for the first year only! In the 5th year (March 2014) the compressor was replaced and a *** minimum service charge was paid by the customerAll other costs to replace the compressor were either absorbed under the Manintenance Agreement or under the Manufacturer's limited warranty
The equipment worked for another year and a half before the next service call that related to the operation of the unitOur Technician work order notes read as follows:
08/05/2015SERVICE
Problem: units seem to stop cooling randomly
check unit operation in cooling, see check list attached no issues with units running in cooling
customer explained he uses them in auto mode as well as dry modeunits have priority option, which is not setSet main unit for priority and explained unit operations in auto mode, recommend NOT TO USE UNITS in auto but if necessary main unit is priority and other units will not heat until main unit is satisfied
In December the compressor again failed months after it was initially replacedThe refrigerant in the system was new and not contaminated as has been inferredNone of the service calls caused the second compressor failureNone of the labor on subsequent service calls were covered by the Manufacturer's limited warranty or by oursWe contacted and confirmed that the Manufacturer limited year parts and labor warranty had expired
The compressor failure was outside of the manufacturer's warranty coverageA quote was provided at that time to replace the compressor in January The customer contacted me in October with a well written letter outlining her concerns, our invoice history, the status of her warranty, and that she felt she had been given a raw dealI provided her at least three seperate quotations between October and December We also discussed the outstanding invoice and I agreed to include for it in any quotation she purchased from usCustomer asked specifically for a larger capacity with a head system to replace her existing three head systemI did a detailed heat loss calculation on her house and reviewed it with herI explained how to use her *** heating system to get the best best performance from the proposed ductless units in her homeShe specifically wanted a year parts and labor warranty included as well as high performance equipmentI gave her three seperate quotes for quality hi performance low ambient temperature systems all at a reduced price including for outstanding service invoice and extended warranties underwritten by *** She did not respond to my quotations and chose to purchase her equipment elsewhereWe sent a letter asking for her response and that unless we heard from her on the outstanding invoice, her account would have to be placed into collections
During the fall of I had several long discussions with this customer by phone and provided additional contact through several emails between October of and Christmas of I did not hear from her to discuss the final quotations until after she had paid the collection company, and had made a decision to purchase a replacement system elsewhere without any further discussions
Despite email and telephone correspondence with the customer, the claim that months transpired with no contact or phone call or attempts to reach out is simply not trueAll labor charges to the customer were valid and were not covered under any warrantyOur quotation to repair the unit was presented in a timely basis
The customer was asking for greater system capacity and an all inclusive parts and labor warranty for yearsI do not know if her final purchase was comparable in capacity or warranty but the price of the replacement system was far below our direct costI do not believe this customer was unfairly treated by our company
Final Consumer Response /* (4200, 14, 2017/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel, "hard done by", I feel that a company abused my trust and did not act in a professional mannerI am troubled by the companies lack of knowledge of the facts and insistence that I am at faultI hope that the following will allow the Revdex.com sufficient data to support my claimI would also ask that you don't post the pictures of evidence without removing my mailing address
Please see photo's: Picture of document that states warrantee Picture of receipt for deposit on August 17th, XXXX XPicture of invoice dated August 26th after installationWork order which states reclaimed gas removed and put it back in The replacement of the compressor invoice March 31, XXXX XPicture of the 2nd invoice that the company refuses to acknowledge for the water leak due to the installationI also have the e-mail which I can forward to you which shows when I initially reached out to *** and the months it took to respond
In March 21, the compressor was replaced and the same gas was put back in the systemThe effects of reusing the gas has not been addressed, simply deniedIf a compressor fails, contaminants gets in the system and can cause damage of the system, see photo #
Auto Mode: Discussed priority previously, priority was set with original installationWhen replaced in March 2014, not set and the advice at that time was auto, have system run all the time
Faulty installation of the water line has not been addressed
Not cleaning the system as per the maintenance contract has not been addressed
December FAILURE was exactly months after call, but months after replacement and less than months after warrantee expired
The e-mail was sent to the company in January of 2016, written in December of The delays of months has not been addressed, simply deniedWill forward e-mail for evidence
If the system had been installed closer to the failure date of December would the system have failed earlier, this has not been addressed
I never asked specifically for anything, let alone a head system, I have never been an expert as most people aren't, I relied on the words of a person I thought to be an expertSince then, I have spoken to many others people which is where I have gotten most of my information*** tried to upsell me again, the sad thing is he would have been much more effective if he'd responded in January as opposed to OctoberHe did send me his number in the summer, I called him and he said he was with a client and would call me right back, never did, more empty promises and now trying to blame the customer for bad service and quotes
Additionally, I don't have an *** system, but we are on time of useI did not ask for a warrantee, he said "I won't let you go without a year warrantee"
The quotes provided were not low, other companies with whom I've never done business quoted the same system for lessI did not go for the top quality top dollar machine because my experience had not been good
Did the company "band aid fix" a more serious problem to ensure the warrantee ran out and to sell more product?
I have the pictures in a table but it does not seem to copy into this documentPlease advise where I can send the information to, I will try to forward to the e-mail that I have received from you