Initial Business Response /* (1000, 6, 2015/04/08) */
We install a heat pump for Mr *** 06/10/and he paid $6,694.00, not $8,The warranty was yr on the compressor, yr on parts and yr on laobrIn Sept 2011, we offered him the year extended labor warranty and he
declined10/12/we came out and reprogramed his thermostat and he paid the $diag12/19/we came out and added lb of freon, he paid $03/15/we found the coil leaking, we quoted your $to replace and again offered you the yr Extended Warranty of $This would cover any labor through Oct2015, and would wave 1/the cost of the coil...He again declined the Extended Warranty and we still split the cost of the coil and he paid $09/13/we found a bad blower motor on the indoor unit, you paid $He has been offered the Extended Warranty different times and declinedWe went out again March and found a bad valve, the price to replace the valve is $900.00...he declined the service because he want it done free.....We have tried to be very fair with himAny thing mechanical can breakWe have no control over the equipmentEven though the parts are under warranty the labor is notHe has never had the unit serviced and maintainedEvery time we come out he is very nasty to our techs and also the dispatcher when he calls in for serviceI think it is apparent he not going to be satisfied and I hope he can find a company that will make him happy! We are NOT going to replace the value at no charge, Had he purchased the extended warranty he would not have to pay any labor for repairs
Let me know if you have any questions!!!
Initial Business Response /* (1000, 8, 2015/06/11) */
From: *** *** (mailto:***@kayheating.com)
Sent: Thursday, June 11, 4:PM
To: '*** ***
Subject: RE: Case # XXXXXXXX: Mr *** ***
I spoke with Mr*** today.....he said the unit is doing fine, he was a
little flustrated when he filed this complaint, which he certainly had reasons to beHis unit needed a new motor, the wrong one was delivered and it just caused total caoseMr*** has been a customer for over years and we certainly value his businessIn an effort to have a good relationship we have given him a year free maintenance agreement on his equipmentWhen I spoke to Mr *** I shared this with him so he is aware that we certainly want to continue having a business relationship
If you have any questions please do not hesitate to contact me
*** ***
***@kayheating.com
"The Right Choice"
Post Street
Greensboro, NC
(phone) XXX-XXX-XXXX
(fax) XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 10, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Kay Heating & A/C has acknowledged that they could have handled my situation better and will attempt to provide acceptable customer service in the future
Initial Business Response /* (1000, 6, 2015/04/08) */
We install a heat pump for Mr *** 06/10/and he paid $6,694.00, not $8,The warranty was yr on the compressor, yr on parts and yr on laobrIn Sept 2011, we offered him the year extended labor warranty and he
declined10/12/we came out and reprogramed his thermostat and he paid the $diag12/19/we came out and added lb of freon, he paid $03/15/we found the coil leaking, we quoted your $to replace and again offered you the yr Extended Warranty of $This would cover any labor through Oct2015, and would wave 1/the cost of the coil...He again declined the Extended Warranty and we still split the cost of the coil and he paid $09/13/we found a bad blower motor on the indoor unit, you paid $He has been offered the Extended Warranty different times and declinedWe went out again March and found a bad valve, the price to replace the valve is $900.00...he declined the service because he want it done free.....We have tried to be very fair with himAny thing mechanical can breakWe have no control over the equipmentEven though the parts are under warranty the labor is notHe has never had the unit serviced and maintainedEvery time we come out he is very nasty to our techs and also the dispatcher when he calls in for serviceI think it is apparent he not going to be satisfied and I hope he can find a company that will make him happy! We are NOT going to replace the value at no charge, Had he purchased the extended warranty he would not have to pay any labor for repairs
Let me know if you have any questions!!!
Initial Business Response /* (1000, 8, 2015/06/11) */
From: *** *** (mailto:***@kayheating.com)
Sent: Thursday, June 11, 4:PM
To: '*** ***
Subject: RE: Case # XXXXXXXX: Mr *** ***
I spoke with Mr*** today.....he said the unit is doing fine, he was a
little flustrated when he filed this complaint, which he certainly had reasons to beHis unit needed a new motor, the wrong one was delivered and it just caused total caoseMr*** has been a customer for over years and we certainly value his businessIn an effort to have a good relationship we have given him a year free maintenance agreement on his equipmentWhen I spoke to Mr *** I shared this with him so he is aware that we certainly want to continue having a business relationship
If you have any questions please do not hesitate to contact me
*** ***
***@kayheating.com
"The Right Choice"
Post Street
Greensboro, NC
(phone) XXX-XXX-XXXX
(fax) XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 10, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Kay Heating & A/C has acknowledged that they could have handled my situation better and will attempt to provide acceptable customer service in the future