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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have read the response from the business and was informed of the cleaning. The tampering of the value insulation was from their technician when he came to fix the cracked water pump and explained that to the service representative. I didn't know where it was to go so it was replaced in the wrong spot.The a/c is not working at the moment and has been this way since Friday. I am calling the business back but will once again be charged for a service call. This unit is definitely a lemon and needs to be replaced.
Regards,
[redacted]
Ail previous issues were handled properly and professionally with furnace. These wereall resolved issues. We handled all issues. Since 1976, wc have had only a handful ofcomplaints. Our track record speaks for itself.Ms. [redacted] called on November 28, 2016, saying her pump was leaking again....
I,Cheryl Lancon, the company's owner's wife, told her 1 would talk to David, the owner,and see if it could be repaired with a part or if she needed a new pump. David said thereare no replacement parts to tlx. A whole new pump was needed.She needed one on February 23, 2015, which she had us install and paid for in full. (Heroriginal furnace was installed on October 11, 2010. This is an extra optional part thatattaches to the fumace and is not part of the actual furnace. It is not covered under thefurnace warranty. The warranty on the pump was up after 1 year, which would have beenFebruary 23, 2016.1 called her back and told her to have a new pump installed will be S325.00 on her voicemail. She called back and told Joyce C[redacted], our Office Manager, she wanted to talk toDavid because she was not paying. 1 told .loycc, because I was still inhhe office, 1 wouldtalk to her. |1 tried explaining this extra part was not under warranty and if we couldn't get it from oursupply centers under warranty, it would have to be paid for. She kept insisting she wasn'tpaying anything, that wc sell lemons....! told her we have been bending over backward toget her fumace fixed, with the Representatives going there, David, the owner, going thereand not charging here, even though our company policy slates warranty calls are donebetween 8:00 am and 4:30 pm, not on overTime, unless customer pays the overtimecharges. David, himself, has gone there after hours to try to repair things for at no charge.She continued with an irate tone and voice, saying we sell lemons and she wasn't payingand was calling the Attorney General. I then said she was threatening the wrong personand we have always bent over backwards for the Gawd's, who have been long timecustomers. She continued with the Attomey General threatening if she had to pay. I toldher I didn't like how the conversation was going nowhere and if she wanted us to installthe pump for $325.00, to call us and have a nice day was even said. She again threatenedwith the Attorney General and telling everyone not to call us. One more time, I said, "Ifyou would like us to install the pump for $325.00,1 could schedule a service call..."Apparently that was the end of the conversation, as there was no answer.In reply to the pump being $50.00 online:Our company only buys from legitimate Supply Houses that we have dealt with foryears. These companies only sell to master plumbers and heating contractors. They donot sell to the general public. David is a licensed heating contractor & master plumber inaddition to being the owner and we only deal with these reputable places for safety,insurance, & customer satisfaction purposes.Thanks you for taking the lime to read my reply to this complaint.Sincerely,Cheryl L[redacted], CFO
Ms. [redacted] issue that occurred on 7/4/2012 was an issue with the blower motor, which is located in the furnace. Our technician diagnosed the problem, ordered a new motor and replaced it under warranty. Ms. [redacted] complaint on 5/6/2013 was that her air conditioning wasn't working, We sent our techs...
to her home and found her system low on refrigerant. Our tech added the proper amount of refrigerant to manufacturer's specs.We replaced leaking Schrader valves. We were called back out to her residence again on8/22/2013. I went to her home to find her outdoor unit extremely dirty. I, myself, did an extensive cleaning, which Ms. [redacted] was charged for. Parts and labor warranty does not cover maintenance cost. Ms. [redacted] wa~ informed to contact our office if any other issues arose, and that Klema! Plumbing & Heating would contact the factory rep. On6/30/2014, we were called out to Ms. [redacted] home to check on why her A/C wasn't working properly. Upon our arrival, we could find no issues with the operation of the A/C unit. Everything was working to specs. Ms. [redacted] was not charged any dollar amount We were called out on or around 7/25/2014 for issues with a "not cooling properly" call. (Our original invoice was dated incorrectly, the year was marked as 2015,however, we have all correct dates in the computer, and have aU substantiating back up attesting to the correct date of7/25/!4. This paperwork will be provided upon request.)Our office contacted our Rheem distributor and ordered a replacement indoor coil. Wereplaced the coil under warranty at no cost to the homcown¢r.PAGE 01On 8/25/2016, we were called out to Ms. [redacted] home for a complaint of "no coolingand lines freezing up". Upon our arrival! fo,md that the TXV sensing bulb was tampered with and that the outdoor unit was extremely dhiy. Ms. [redacted] was shown the condition of the outdoor unit. We were given permission to clean the unit and adjust and insulate the TXV. Everything was working to specs.Ms. [redacted] has been informed that proper maintenance of her heat/cooling equipment is very important. She has been called annually by our office to have maintenance, but she has refused. The actual call dates are:LMII/l/111'lJR, REPAIRS 7/12 FOR, LM 4/9/13 A/C, REPAIRS 5113 A/C, LM 9/3!13 FUR, LM 10/27/15 FUR, W/C 5/19/15 A/C, LM 9/15/15 FUR, Llv 14/22/16 A/C, LM7/15/16 A/C.She has a friend of her husband's do her maintenance.I feel that our company can not be responsible for the proper operation of the [redacted] heating/cooling equipment if a friend is maintaining it. It is our opinion that we have gone above and beyond helping the [redacted] with any issues that they have had even if they have no record of any maintenance.Thanks you for taking the time to read my reply to this complaint.Sincerely,
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have read the response from the business and was informed of the cleaning. The tampering of the value insulation was from their technician when he came to fix the cracked water pump and explained that to the service representative. I didn't know where it was to go so it was replaced in the wrong spot.The a/c is not working at the moment and has been this way since Friday. I am calling the business back but will once again be charged for a service call. This unit is definitely a lemon and needs to be replaced.
Regards,
[redacted]
Ail previous issues were handled properly and professionally with furnace. These wereall resolved issues. We handled all issues. Since 1976, wc have had only a handful ofcomplaints. Our track record speaks for itself.Ms. [redacted] called on November 28, 2016, saying her pump was leaking again....
I,Cheryl Lancon, the company's owner's wife, told her 1 would talk to David, the owner,and see if it could be repaired with a part or if she needed a new pump. David said thereare no replacement parts to tlx. A whole new pump was needed.She needed one on February 23, 2015, which she had us install and paid for in full. (Heroriginal furnace was installed on October 11, 2010. This is an extra optional part thatattaches to the fumace and is not part of the actual furnace. It is not covered under thefurnace warranty. The warranty on the pump was up after 1 year, which would have beenFebruary 23, 2016.1 called her back and told her to have a new pump installed will be S325.00 on her voicemail. She called back and told Joyce C[redacted], our Office Manager, she wanted to talk toDavid because she was not paying. 1 told .loycc, because I was still inhhe office, 1 wouldtalk to her. |1 tried explaining this extra part was not under warranty and if we couldn't get it from oursupply centers under warranty, it would have to be paid for. She kept insisting she wasn'tpaying anything, that wc sell lemons....! told her we have been bending over backward toget her fumace fixed, with the Representatives going there, David, the owner, going thereand not charging here, even though our company policy slates warranty calls are donebetween 8:00 am and 4:30 pm, not on overTime, unless customer pays the overtimecharges. David, himself, has gone there after hours to try to repair things for at no charge.She continued with an irate tone and voice, saying we sell lemons and she wasn't payingand was calling the Attorney General. I then said she was threatening the wrong personand we have always bent over backwards for the Gawd's, who have been long timecustomers. She continued with the Attomey General threatening if she had to pay. I toldher I didn't like how the conversation was going nowhere and if she wanted us to installthe pump for $325.00, to call us and have a nice day was even said. She again threatenedwith the Attorney General and telling everyone not to call us. One more time, I said, "Ifyou would like us to install the pump for $325.00,1 could schedule a service call..."Apparently that was the end of the conversation, as there was no answer.In reply to the pump being $50.00 online:Our company only buys from legitimate Supply Houses that we have dealt with foryears. These companies only sell to master plumbers and heating contractors. They donot sell to the general public. David is a licensed heating contractor & master plumber inaddition to being the owner and we only deal with these reputable places for safety,insurance, & customer satisfaction purposes.Thanks you for taking the lime to read my reply to this complaint.Sincerely,Cheryl L[redacted], CFO
Ms. [redacted] issue that occurred on 7/4/2012 was an issue with the blower motor, which is located in the furnace. Our technician diagnosed the problem, ordered a new motor and replaced it under warranty. Ms. [redacted] complaint on 5/6/2013 was that her air conditioning wasn't working, We sent our techs...
to her home and found her system low on refrigerant. Our tech added the proper amount of refrigerant to manufacturer's specs.We replaced leaking Schrader valves. We were called back out to her residence again on8/22/2013. I went to her home to find her outdoor unit extremely dirty. I, myself, did an extensive cleaning, which Ms. [redacted] was charged for. Parts and labor warranty does not cover maintenance cost. Ms. [redacted] wa~ informed to contact our office if any other issues arose, and that Klema! Plumbing & Heating would contact the factory rep. On6/30/2014, we were called out to Ms. [redacted] home to check on why her A/C wasn't working properly. Upon our arrival, we could find no issues with the operation of the A/C unit. Everything was working to specs. Ms. [redacted] was not charged any dollar amount We were called out on or around 7/25/2014 for issues with a "not cooling properly" call. (Our original invoice was dated incorrectly, the year was marked as 2015,however, we have all correct dates in the computer, and have aU substantiating back up attesting to the correct date of7/25/!4. This paperwork will be provided upon request.)Our office contacted our Rheem distributor and ordered a replacement indoor coil. Wereplaced the coil under warranty at no cost to the homcown¢r.PAGE 01On 8/25/2016, we were called out to Ms. [redacted] home for a complaint of "no coolingand lines freezing up". Upon our arrival! fo,md that the TXV sensing bulb was tampered with and that the outdoor unit was extremely dhiy. Ms. [redacted] was shown the condition of the outdoor unit. We were given permission to clean the unit and adjust and insulate the TXV. Everything was working to specs.Ms. [redacted] has been informed that proper maintenance of her heat/cooling equipment is very important. She has been called annually by our office to have maintenance, but she has refused. The actual call dates are:LMII/l/111'lJR, REPAIRS 7/12 FOR, LM 4/9/13 A/C, REPAIRS 5113 A/C, LM 9/3!13 FUR, LM 10/27/15 FUR, W/C 5/19/15 A/C, LM 9/15/15 FUR, Llv 14/22/16 A/C, LM7/15/16 A/C.She has a friend of her husband's do her maintenance.I feel that our company can not be responsible for the proper operation of the [redacted] heating/cooling equipment if a friend is maintaining it. It is our opinion that we have gone above and beyond helping the [redacted] with any issues that they have had even if they have no record of any maintenance.Thanks you for taking the time to read my reply to this complaint.Sincerely,