Response: Thank you for bringing this "complaint" to my attentionWe take any issue like this very serious and are very proud of our record with the Revdex.comWe have been in business since 1953, I like to think if we make our business practices what Mr [redacted] allege, we wouldn't have been around as long as we haveIn October of we performed a repair on the furnace in question for Mr [redacted] At that point the furnace was between 9-years old and because that furnace had a 10yrwarranty on parts, we performed the repair and only charged Mr [redacted] for the labor ($ 200.00) to make the repairIn May of we received a call from Mr [redacted] again and found the parts had once again failedWhen we submitted the parts to the factory in a warranty claim, it was turned down as "Out of warranty"I explained to the local factory service representative we had replaced these same parts in OctoberHe understood but informed me the factory had denied the warrantyAt that point Mr [redacted] asked if there was anything we could do to reduce the price for the parts & repairAt that point I checked Mr [redacted] 's file and found he had not paid the labor charge he owed from the previous October repair even though he had received numerous "past due" invoices from usWe never received a call from Mr [redacted] concerning the "past due" amount nor was it brought up until I asked him about itAt that point, I told him I would be happy to waive that $ past due amount if he would pay the new balance dueMr [redacted] agreed to this settlementFast forward a couple months and after receiving no payment, I received a call from Mr [redacted] who said he decided he wasn't going to pay anything until we decided to reduce his billI tried to explain to Mr [redacted] , we aren't the ones denying his warranty claimThat denial was coming from the factory directlyOnce again I reminded Mr [redacted] he had agreed to pay the current amount since we decided we would waive his previous $ past due amountOnce again, on 8/26/Mr [redacted] agreed to thisAt this time, we also offered for Mr [redacted] to make payments on this amount until it was paid offWhen I received notice of this complaint I called the factory warranty department for some additional informationI am listing below this additional information- The equipment in question is not registered to Mr [redacted] Factory warranty is only valid for the original purchaser and not transferrable- The equipment in question is not registered installed at the address where Mr [redacted] livesThe equipment is actually registered to an address in Louisville, KY- The factory warranty department has record for warranty being denied on this unit dating all the way back to August - The local distributor is the only place this brand equipment is sold locallyThey have no record of selling this equipment meaning the equipment was more than likely purchased out of the area and brought in- The manufacturer has no record who the installing contractor wasTo sum up, we have explained to Mr [redacted] we are not turning down his warranty claim, that is being done by the manufacturerWe have provided Mr [redacted] a reduction in price by waiving the past due amount from and also allowed Mr [redacted] to make paymentsHe has agreed to this settlement twice and then gone back on that agreementI would like to add one additional commentMr [redacted] makes reference to the equipment failing again and having another contractor come out and look at the issueThe previous two time Mr [redacted] has called, including as recently as 8/26/16, he never made mention to me this issue or that he had another contractor look at the issueThat only comes up in the form of this "complaint"Thank you for your time in reviewing this issueI look forward to talking to you in the future [redacted] President - Frank HMonroe Heating and Cooling, Inc
Response: Thank you for bringing this "complaint" to my attentionWe take any issue like this very serious and are very proud of our record with the Revdex.comWe have been in business since 1953, I like to think if we make our business practices what Mr [redacted] allege, we wouldn't have been around as long as we haveIn October of we performed a repair on the furnace in question for Mr [redacted] At that point the furnace was between 9-years old and because that furnace had a 10yrwarranty on parts, we performed the repair and only charged Mr [redacted] for the labor ($ 200.00) to make the repairIn May of we received a call from Mr [redacted] again and found the parts had once again failedWhen we submitted the parts to the factory in a warranty claim, it was turned down as "Out of warranty"I explained to the local factory service representative we had replaced these same parts in OctoberHe understood but informed me the factory had denied the warrantyAt that point Mr [redacted] asked if there was anything we could do to reduce the price for the parts & repairAt that point I checked Mr [redacted] 's file and found he had not paid the labor charge he owed from the previous October repair even though he had received numerous "past due" invoices from usWe never received a call from Mr [redacted] concerning the "past due" amount nor was it brought up until I asked him about itAt that point, I told him I would be happy to waive that $ past due amount if he would pay the new balance dueMr [redacted] agreed to this settlementFast forward a couple months and after receiving no payment, I received a call from Mr [redacted] who said he decided he wasn't going to pay anything until we decided to reduce his billI tried to explain to Mr [redacted] , we aren't the ones denying his warranty claimThat denial was coming from the factory directlyOnce again I reminded Mr [redacted] he had agreed to pay the current amount since we decided we would waive his previous $ past due amountOnce again, on 8/26/Mr [redacted] agreed to thisAt this time, we also offered for Mr [redacted] to make payments on this amount until it was paid offWhen I received notice of this complaint I called the factory warranty department for some additional informationI am listing below this additional information- The equipment in question is not registered to Mr [redacted] Factory warranty is only valid for the original purchaser and not transferrable- The equipment in question is not registered installed at the address where Mr [redacted] livesThe equipment is actually registered to an address in Louisville, KY- The factory warranty department has record for warranty being denied on this unit dating all the way back to August - The local distributor is the only place this brand equipment is sold locallyThey have no record of selling this equipment meaning the equipment was more than likely purchased out of the area and brought in- The manufacturer has no record who the installing contractor wasTo sum up, we have explained to Mr [redacted] we are not turning down his warranty claim, that is being done by the manufacturerWe have provided Mr [redacted] a reduction in price by waiving the past due amount from and also allowed Mr [redacted] to make paymentsHe has agreed to this settlement twice and then gone back on that agreementI would like to add one additional commentMr [redacted] makes reference to the equipment failing again and having another contractor come out and look at the issueThe previous two time Mr [redacted] has called, including as recently as 8/26/16, he never made mention to me this issue or that he had another contractor look at the issueThat only comes up in the form of this "complaint"Thank you for your time in reviewing this issueI look forward to talking to you in the future [redacted] President - Frank HMonroe Heating and Cooling, Inc