Legacy Kanine LLC

We were contracted through Mr***'s home warranty (2-Home Buyers Warranty) to replace his equipment We normally do not service his service area as it is over an hour from our office The equipment was replaced in July We returned on August for a water leak, due to the drain line on the furnace coming loose We never received any other complaints or issues from Mr [redacted] until most recently when he called and stated the air conditioning wasn't coming on or working properly We advised he would have to pay a service fee, because he no longer had his home warranty in place, and there is only a day labor warranty through 2-Home Buyers Warranty His equipment does have a year warranty if he registered the same, but it does not cover for labor and with the home warranty contract he had expiring, we would not be able to come out for free He was not satisfied with this offer to repair Unfortunately, when we do not purchase the equipment (as in this case) was cannot offer a longer labor warranty Because his home warranty bought equipment and we were not able to pick which supplier they ordered from we cannot issue a blanket long term labor warranty for products that are bought by the home warranty themselves If Mr [redacted] will pay the $diagnosis fee and any labor fee associated with the repairs, we are happy to come out and see whats going on with the system

This unit is compatible It is evidenced in the label The warranty company approved our diagnosis and authorized us to do the replacement The failure to the unit has nothing to do with pressures or even a leak which is what the pressure issue will causeIt has to do with a restriction in the coil of the indoor unit The homeowner agreed to pay the $and the day before install changed their mind They would have to pay the same amount regardless of when the install was done because of their contractWe did nothing wrong and if we had the warranty wouldn't be paying us and paying for a new unit We decline to service this homeowner any further, we have notified the home warranty and the only option they have is a cash out We will not be returning to their property again

We have contacted this ***owner and stand ready to return to the *** to investigate the issue We have been to the *** multiple times because another vendor came out and overcharged the ac unit which caused a compressor failure We ended up replacing the compressor, then the coil and
eventually the unit The ***owner has a complete new ac system and the warranty covered everything and the ***owner did not have to pay anything out of pocket to our company because we were able to request them to cover everything because the prior vendor had shorted out the systemWe pulled a vacuum on the system and all the pressures held and the Freon was fine The freezing up was caused due to a dirty furnace filter after the install and any additional failure hasn't been observed by our company We serviced this *** after hours and on short notice multiple times in an effort to help her considering her son illness We were only paid for four of our visits the others were at no charge The complaint of the brazing can easily be repaired and is a cosmetic issue because the system held a vacuum which shows it was sealed and all the brazes were holding The coil and unit we installed were the exact same size as the equipment previously in the ***, if the equipment was undersized the *** warranty would not have covered any replacement as that is not covered under the contract Our techs are all trained and certified, having completed HVAC certification We have agreed to come back to check the equipment at any time but the ***owner has declined to allow that Instead we have been threatened with legal recourse claiming we have committed fraud which is simply untrue We were only paid for the equipment we installed and we have committed no fraud of any kind We made every effort to help this ***owner after another company caused a complete failure to the system

The homeowner was upset because he didn't want to pay the $denied by his home warranty company due to him having a lower level contract that didn't cover completely for replacements He continued to berate the office saying we were "nickle and diming" him and we did advise that he had the
option of cashing out hiring his own professional to complete the job He had a restriction in his evap coil that cannot be repaired and will continue to cause him issues intermittently when he runs his AC We were not able to return to the home because he refused to go forward with the repair approved by the home warranty and wanted us to perform the work for free We have only licensed and certified technicians working for us so the claim of another company stating we have faulty workmanship is simply incorrect and slander at that The homeowner declined to pay the $his home warranty did not cover for a $repair His complaint is unsubstantiated and grossly incorrect factually We were only at his home a total of three times The first visit in august to add Freon, then a month later to install the new ac unit as the home warranty does require us to attempt repairs before we can replace any equipment The last visit was the finding of the evap coil having a refrigerant restriction

We were contracted through Mr***'s home warranty (2-Home Buyers Warranty) to replace his equipment. We normally do not service his service area as it is over an hour from our office. The equipment was replaced in July 2017. We returned on August for a water leak, due to
the drain line on the furnace coming loose. We never received any other complaints or issues from Mr*** until most recently when he called and stated the air conditioning wasn't coming on or working properly. We advised he would have to pay a service fee, because he no longer had his home warranty in place, and there is only a day labor warranty through 2-Home Buyers Warranty. His equipment does have a year warranty if he registered the same, but it does not cover for labor and with the home warranty contract he had expiring, we would not be able to come out for free. He was not satisfied with this offer to repair. Unfortunately, when we do not purchase the equipment (as in this case) was cannot offer a longer labor warranty. Because his home warranty bought equipment and we were not able to pick which supplier they ordered from we cannot issue a blanket long term labor warranty for products that are bought by the home warranty themselves. If Mr*** will pay the $diagnosis fee and any labor fee associated with the repairs, we are happy to come out and see whats going on with the system

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Complaint:
I am rejecting this response because: I have the texts that show you were at my house timesI would have no problem paying for a service when all issues are researched and considered instead of just trying one thing and then finding out it doesn't work so we try another thing. Expecting me to pay for your trial and error. I do find it strange that just days after you replace my condenser coil, suddenly my evap coil stops working, almost as if it should have been replaced together, similar to what my second opinion suggested. I can see from your response you are very hostile towards any criticism or disagreementsIncluded are screenshots of appointment times and how my unit was left for someone else to clean up
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint:
I am rejecting this response because: The response is inaccurate about no previous complaintA complaint was made shortly after install that the unit was not coolingI was told that the unit would only cool inside to approximately degrees cooler than outside temp in extreme heatI’ve never experienced that before but that is what they told me.(my old unit had no problem until it locked up) Their generic response is always “you must contact warranty company “ and “we do not service your area only came out as a favor to warranty company “ I also made the complaint about the water leak they mentioned except they again told me that I must contact the warranty Co so I would have to pay a deductible again for them to come out and repair their own workRidiculous! I fixed it myselfWhen I called this time I was told to contact the warranty Co once againWhen I said I do not have itThey again stated they do not service my areaNever offered to come out or mention any service feesThis company is substandard and if I had to pay some one to service I would not hire them.
Regards,
*** ***

We have already addressed this complaint The warranty company is doing a cash out to the homeowner and we are not returning to their home The units are compatible and the evidence presented by the homeowner is here say The system was flushed and everything was completed with in our guidelines of work for the warranty and our license.There is no further action to take Nothing was done incorrectly This system was repaired months ago and ran for that entire time and was in use as it is designed to be The homeowner had no additional expense due to something on our part We have provided evidence and our response

This unit is compatible It is evidenced in the label The warranty company approved our diagnosis and authorized us to do the replacement The failure to the unit has nothing to do with pressures or even a leak which is what the pressure issue will causeIt has to do with a
restriction in the coil of the indoor unit. The homeowner agreed to pay the $and the day before install changed their mind They would have to pay the same amount regardless of when the install was done because of their contract. We did nothing wrong and if we had the warranty wouldn't be paying us and paying for a new unit We decline to service this homeowner any further, we have notified the home warranty and the only option they have is a cash out We will not be returning to their property again

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint:
I am rejecting this response because:Hansen has undoubtedly lied to us throughout this processHansen insisted that the other vendor refused to do the install because they didn't want to bear the burden of the costI spoke with the manager of the other vendor yesterday and they said they offered to HSA to do the install but HSA rerouted it to HansenHansen quoted us at $for uncovered costsTo do the same thing, the other vendor quoted us at $1,It is clear as a business decisions that HSA would chose Hansen to do the install because they charge half the priceThe other vendor said it wouldn't make any sense for them to refuse the install as that is how they make their moneyHansen continues to lie to HSA as wellHansen has told HSA they refuse to come back to the property because of legal threats which is untrueThere have been absolutely no legal threats to Hansen. Also after speaking with the other vendor as well as two other companies that do HVAC servicesEveryone is in agreement that Hansen went wrong somewhereIt is Hansen's final argument that they did nothing wrong and the units are compatibleThese two statements cant both be trueEither they did nothing wrong, in which they would have done extra work to make the units compatible, which did not happen as explained below, or the units are not compatible. First of all, if Hansen did nothing wrong then our unit would not have stopped workingAll other companies said in order to make the units kind of compatible, you would have to purchase an extraction kit which is $to completely extract the Freon from the systemYou would also have to let the whole system completely dry outAt the very least you would also have to replace the coils in the R-system as well as a couple of other partsNone of this happened when they did the installThere is no extraction kit listed on the invoice and they did not do any work to the inside unitBecause they did not correctly extract the old Freon, it is safe to assume the issue is that the new Freon mixed with the old and caused the issue we have nowEveryone we have spoken to said the two should not ever mix. The bottom line is Hansen did not do the install correctly even if all they wanted to do was make the two systems compatibleRegardless of that, the better option would have been to replace the indoor unit along with the outdoor unitTheir argument was that the indoor unit was not broken and therefore HSA would not have covered itFirst of all, if they knew what they were doing and knew both units should have been replaced together then they should have at least recommended it to HSAIf HSA came back and said no we could have made the decision from thereSecondly, if the correct course of action for replace the outdoor unit was to replace the indoor unit in order to make them compatible then I believe HSA would have approved it. And lastly, they said we should just pay the $because thats what we would have had to pay anyways had they replaced the indoor unit at the same time as the outdoor unitThis is again falseWhen they replaced the outdoor unit, we paid a grand total of $$for the deductible and $for the extraction and disposal of the FreonIf we were to do the install of the indoor unit now we would pay a total of $now$for the deductible, $for extraction and removal of Freon, and $for modification of the new unitThat means overall we would be paying $950. Had they done the install of the inside unit with the outdoor unit then we would have only paid the deductible once, and the removal and disposal of the Freon onceSo total costs would be $deductible, $for removal and disposal of Freon, and $for modificationsThat would be a grand total of $That is a difference of $300.
Regards,
Ruby Watkins