Legend Lawn & Landscape

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me for now. I use the words for now as I am not sure if the heat pump will continue to frost up like it did last yearIf it doesn't, great, this is finishedIf it does, I will continue forward with my complaint with this companyIn response to ***'s response letter, I understand that *** isn't the problemBut *** is the one who promised me that it would be no problem to set up duel fuelThis was a prerequisite to buying a very expensive heating/cooling systemI'm sorry that Tempstar is giving *** such a hard time...I really am, but *** shouldn't get agitated at his customers because they want their system to operate the way *** promised. A total break down in communication has made this buying experience one of the worst in both mine and my parent's livesThe thermostats that were installed a few days ago were suppose to be installed last spring*** has not communicated with me during the entire summer/early fall about any intentions of coming and installing the thermostats and fixing the duel fuel...not once*** told me after I contacted him in June he would set up a time with *** to install the thermostats, but I never heard back from him eitherThe last service call on Memorial Weekend we were told on Saturday that it wouldn't be fixed until Tuesday at the earliestOn Monday (a week later) my wife called ***'s and we were informed that they would be there on Wednesday to fix it...all it would have taken is a phone call or email to let us know that neither *** or 1st Supply had the part and it had to be orderedBut instead we were once again left in the dark as to what was happening and very frustratedAs far as the humidifier goes, I told *** to take it out and take it back, he said keep itIf it is going to be used as tool for arguing, I'll take it out and bring it to him...we aren't using it, he might as well get some use out of itWhat really hurt was I really wanted just to talk with ***, explain our situation and come to a mutual understanding on this (I have never filed a complaint before in my life and it bothers me)I worked hours Tuesday nightI waited for *** to show up to talk to himWhen I saw him, he was in the middle of looking at a schematic and didn't want to bother himI asked him if we could talk before he leftHe said sure, no problemFinally, I laid down on the couch, still in my work clothes from the previous night, around 2pmI slept for hours waiting for *** to get doneAround 5pm *** came and showed me and my wife the new thermostats and how to use themI followed him outside and asked if we could bury the hatchetHe went off about Tempstar as he walked to his truck, got in and left without giving me a chance to say anythingI then went back inside and got ready to go to work that night...another shiftI stayed up instead of sleeping to try and make this right with ***All I feel I got was a big middle fingerI don't understand why *** is mad at me about thisI bought his top of the line product, have been patiently trying to get it working the way he told me it would work for over a year nowI wish we could come to a mutual understanding on this, but my efforts to try and talk with *** have been to no avail. Best Regards

We installed a heating & cooling
system for the [redacted]. It does include a 2 Stage communicating heat pump
system. Yes they want this communicating system to work with the electric
company who want to control the on & off times of the heat pump side of the
system. Unfortunately ICP...

(International Comfort Products) communicating system
doesn’t understand what the electric companies signal is. It thinks there is a
fault in the system & the “Fault” will come up on the thermostat & a standard
10 minute delay comes on before the system goes into the gas furnace mode.  During this time there is cold air blowing
(because the heat pump is off), and they feel cold air from the vents.  So far ICP says that there is nothing wrong
with that and they are not going to make any changes to their communicating
system.On Friday September 4, 2015 at
approx. 8:30pm I received a phone call from The [redacted] saying there air
conditioner stopped working. On Saturday September 5, 2015 we send a technician
on an after-hours emergency call to repair their air conditioner. Technician
found that the system didn’t stop working Friday night, fault occurred at
2:59pm Thursday September 4, 2015.   The
thermostat – (see picture) – was reset prior to our arrival on Saturday. The
fault was no longer active, meaning that someone seen it & reset it
earlier. Anyhow it turned out to be a board on the heat pump.  After holiday weekend we ordered a board from
First Supply. First Supply had to order it from the factory. Board will be
installed & system repaired ASAP.As for the electric company control,
we are going to install a Honeywell Thermostat to help manage the electric
companies control issues.For the inconvenience the customer
has experienced we did not charge them for the whole house humidifier we
installed for the amount of $457.59.  Shortly after installation they complained it didn’t work, it works. Per
homeowners / installation manual states for proper performance allow one full heating
season to occur. Meaning it is not designed to dump a whole bunch of water to
correct a dessert. It’s designed to maintain proper humidity levels once they
are achieved.As a company, not the manufacturer I
am doing my best to resolve this manner. Unfortunately I can only work with the
product the manufacture gives me. I cannot design their systems. They tell us
that it is fine the way it is.  My
customer tell me otherwise. So in trying to satisfy my customer I have spent
hundreds of hours at their home and on the phone for a solution. With that being
said I will be installing the Honeywell thermostat system at no cost to the
customer.Sincerely,[redacted]’s Heating & Cooling, LLC