Liberty Cooling & Heating, Inc.

Mr*** was correct in regards to *** NOT going to customer's homeI determined that after we sent our first responseWe immediately sent a second response advising customer of our mistakeRevdex.com failed to submit follow up email to customer and failed to act on Liberty's behalf. I spoke with Mr*** via telephone Monday, March 30th and discussed his and my concernsI then met with Mrand Mrs*** Monday, March 30th from about 3:to 5:pmWe discussed each other's issues and concernsI then, on my own accord, adjusted and straightened customer's supply registers for improved airflow. I I advised customer of their options and gave them a cost to increase tonnage of their a/c systemCustomer stated they would see how improved airflow would affect their overall cooling of their home and their power billCustomer stated they would get quote from other a/c company of their choice and compare costs. Customer stated they would communicate to me if they wanted to move forward with installation of new system

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I must say, I am shocked at Mr. [redacted]'s response to our complaint. He indicates he refuses to do business with us. If that his decision, then why bother to respond to the complaint. He certainly has decided to provide us with no options. He stated that he was only going to list facts. Right off the top it is NOT a fact that his service man [redacted] was at our home on Feb. 3, 2015. He was never at our home. We spoke with him on the phone and we have kept his text messages. It is also not a fact that we found out a year ago that the fan was running backwards, and the unit was undersized. We just found that out from [redacted] cat this winter. He asks who our so called experts are to tell us our unit is undersized. They are [redacted] & [redacted] and also the retired owner of C&D heating in Illinois. Also any internet search inputting our square footage tells us our current unit is too small. Mr. [redacted]'s employee [redacted] said that if we were giving him the correct square footage, the unit was undersized.  The thing that confuses me the most is why Mr. [redacted] never in any way addresses one of the main points in the complaint, which is that every other single wide in our community, except for our home and two others which are smaller than ours all have 2 1/2 ton units. Site 2116 is only 40' ft. long, and has a 2 1/2 ton unit. He also states that Mr. [redacted]'s service is irrelevant to ours. Why??? His unit was replaced for the same reason. Undersized!! Mr. [redacted]'s comment about after speaking with (in his words) "high ranking staff within [redacted]" he has decided not to provide service to us is very troubling. Perhaps he could explain why any staff at [redacted] has anything to do with us. Why would he want to make it seem as if he were discriminating against us. Also, we never made any threats against him. Why would we? He never did us any harm. We only told his employee [redacted] that we did not know what else to do except file a Revdex.com claim, because he would not call us and talk to us.
Regards,
[redacted]

I am responding to Case # [redacted] due to complaint from [redacted]. My name is [redacted], co-owner of Liberty Cooling & Heating. From what I gather, Mr. [redacted] states that "all we are asking for is that our unit be replaced with an adequate sized unit and we wiil pay the...

difference in retail price.I will present to you - FACTS - regarding the time line from initial date of order, date of install, and history of service work performed.We, Liberty Cooling & Heating, Inc. act as a sub·contractor to [redacted] subdivision. [redacted] provides us with work orders. We then coordinate an install date and install ordered HVAC systems for [redacted]'s manufactured homes. [redacted] pays us to install HVAC systems to their homes.  These manufactured homes have existing return cavity provided by [redacted]'s builder of choice. We install return duct from HVAC system to provided return cavity. We also provide supply duct from HVAC system to factory provided supply trunkline. [redacted]'s home already has supply registers provided throughout the home.This customer states that they did not live in the home full time, but THEY DID live in the home. I have attached a work order provided to us by [redacted] community. They order the system that they want installed. We, Liberty, make our recommendations to our retailers. But, ultimately, we install what they order. [redacted] sent the original work order to us on June, 21st, 2011. We installed the prescribed 2 ton system on July 6th, 2011. We do not know the customer's move in date. Warranty begins from date of install. [redacted] will operate the system to keep the house conditioned as needed, even when the home is unoccupied. So, that being said, ALL systems are checked out for heat and cool operation at time of install. There were no issues with operation of system. A one year labor warranty with a 10 year part and compressor warranty for unit began on July 6th, 2011. Customer states that they have a 900 square foot home and that the system is undersized. They state that "experts" they have spoken with have said a two ton unit is only adequate for a 400-800 square foot home. I don't know who they have spoken with, out typical rule of thumb for the HVAC industry is '400 square foot per ton'. 50, 400x2 is 800. 800 square foot would require a two ton system UP TO 1000 square feet. 1000 square feet to 1200 square feet would require a 2.5 ton. With their 900 square foot home, they fall in the middle range for a 2 ton. If this home was engineered by manual J and manual D, it would actually require less than a two ton. Customer complains of high electric bills. Did the [redacted]'s or their service company of choice check for overall efficiency of their home and the possibility of inadequate number of supply registers within their home. Manual J engineering design may or may not suggest that. Is there a potential for hot spots within home, which would affect overall efficiency of system. As I stated - we do not order the HVAC system - nor do we design or build their duct system . We do make suggestions to retailers and factories as to ways to improve overall efficiency.Mr. [redacted]'s issue with us replacing Mr. [redacted]'s unit to a 2.5 ton is irrelevant to the facts I am presenting you. The [redacted]'s asked us for a cost. We provided a service to that customer after we gave them a quote for the desired work. Keep in mind - WE DO HAVE THE RIGHT TO REFUSE SERVICE TO CUSTOMERS- after their warranty period is up. We have not heard from the [redacted]'s since 10/31/11. After communication with high ranking staff within [redacted] and the [redacted]'s threats to affect our company's reputation. I chose to not provide service to this customer.Timeline of events-System installed - July 6,2011Customer states unit will not turn on - replaced bod thermostat - 8/18/11Customer states he has to push reset button to get unit to turn on -10/31/1110/31/11 is the last time we have had any communication with customer until 2/3/15. [redacted] states that we are 80 miles away and are not convenient for service calls. We, as a company, ALWAYS give same day- next day service WITHIN WARRANTY PERIOD. Customer made the decision to use another service company of choice.Mr. [redacted] requests a service call on 2/3/15. Our service manager met with customer on 2/3/15. Same day service, even with being 80 miles away. [redacted] met with the customer and was told by Mr. [redacted] that they had used [redacted] AIC for service last year. LAST YEAR. No complaint was filed to us LAST YEAR regarding a fan motor running backwards. Evidently, [redacted] found fan motor rotating backwards in the winter of 2014. A brand new factory OEM motor is designed to only rotate one direction unless there happens to be a defect which could arise over time. In this case, system was operating properly at initial start up. Operating properly on 8/18/2011. Operating properly on 10/10/2011. And then all of a sudden [redacted] states that the motor has been rotating backwards since initial start up. Evidently, [redacted] knows exactly when a particular part goes bad. We, as a company based on integrity and honesty, would never attempt to determine exactly when a part when bad. It Is impossible. Keep in mind, Mr. [redacted] stated that they had been using [redacted] for service last year. They obviously misdiagnosed something last year...... [redacted] also replaced 3 capacitors and charged the homeowner for the parts (As stated by Mr. [redacted]) Remember, parts have a 10 year warranty. They should not have been charged. ALL THE WHILE - THE MOTOR WAS STILL ROTATING BACKWARDS. [redacted] didn't even replace the bad motor, but did advise it would be $ 360.00 to replace the motor. One more thing- it is not necessary to replace 3 capacitors for a motor that is operating backwards. For a factory OEM motor -there is one capacitor needed and a motor replaced. On 2/3/1.5, [redacted] had to suggest to Mr. [redacted] that the motor needed replaced with PART UNDER WARRANTY. [redacted] eventually replaced the motor on 3/4/2015. We do not know if they were charged for the motor. Nor, is it any of our business. Remember - [redacted] was out in the winter and replaced capacitors. We, Liberty, did not replace motor on 2/3/15 due to Mr. [redacted] refusing to pay labor to replace the motor.Then the customer proceeds to call our office on 3/3/15 threatening to file complaint if no one called them back. We are over 3 1/2 years BEYOND their warranty period. We do have the right to refuse service. It is not something we desire to do or look to make a habit of. But, we will choose to refuse service to customers who do not take into consideration FACTS and threaten to ruin our reputation.This customer also is presetting terms of payment for changing out their system. We, as a contractor, have a right to provide a quote through proposal. It is up to the customer to accept or deny given quote. This customer does have the options to accept other quotes from other companies. They are not locked in to our company. That is obvious, because they chose to use a different service company LAST YEAR.I have presented a timeline of FACTS. I have also chosen to refuse service to this customer. Reasons I am entitled to. We have honored our installation within the labor warranty period. Information given to us by Mr. [redacted] suggests he was charged for parts and unnecessary parts that were within the part warranty period. I could give suggestions or advice regarding this situation, but I am not one to dishonor fellow contractors as many choose to do to us.As this has taken up several hours of my time distinguishing facts and presenting this letter-I thank you, Revdex.com, for your time.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I must say, I am shocked at Mr. [redacted]'s response to our complaint. He indicates he refuses to do business with us. If that his decision, then why bother to respond to the complaint. He certainly has decided to provide us with no options. He stated that he was only going to list facts. Right off the top it is NOT a fact that his service man [redacted] was at our home on Feb. 3, 2015. He was never at our home. We spoke with him on the phone and we have kept his text messages. It is also not a fact that we found out a year ago that the fan was running backwards, and the unit was undersized. We just found that out from [redacted] cat this winter. He asks who our so called experts are to tell us our unit is undersized. They are [redacted] & [redacted] and also the retired owner of C&D heating in Illinois. Also any internet search inputting our square footage tells us our current unit is too small. Mr. [redacted]'s employee [redacted] said that if we were giving him the correct square footage, the unit was undersized.  The thing that confuses me the most is why Mr. [redacted] never in any way addresses one of the main points in the complaint, which is that every other single wide in our community, except for our home and two others which are smaller than ours all have 2 1/2 ton units. Site 2116 is only 40' ft. long, and has a 2 1/2 ton unit. He also states that Mr. [redacted]'s service is irrelevant to ours. Why??? His unit was replaced for the same reason. Undersized!! Mr. [redacted]'s comment about after speaking with (in his words) "high ranking staff within [redacted]" he has decided not to provide service to us is very troubling. Perhaps he could explain why any staff at [redacted] has anything to do with us. Why would he want to make it seem as if he were discriminating against us. Also, we never made any threats against him. Why would we? He never did us any harm. We only told his employee [redacted] that we did not know what else to do except file a Revdex.com claim, because he would not call us and talk to us.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I must say, I am shocked at Mr. [redacted]'s response to our complaint. He indicates he refuses to do business with us. If that his decision, then why bother to respond to the complaint. He certainly has decided to provide us with no options. He stated that he was only going to list facts. Right off the top it is NOT a fact that his service man [redacted] was at our home on Feb. 3, 2015. He was never at our home. We spoke with him on the phone and we have kept his text messages. It is also not a fact that we found out a year ago that the fan was running backwards, and the unit was undersized. We just found that out from [redacted] cat this winter. He asks who our so called experts are to tell us our unit is undersized. They are [redacted] & [redacted] and also the retired owner of C&D heating in Illinois. Also any internet search inputting our square footage tells us our current unit is too small. Mr. [redacted]'s employee [redacted] said that if we were giving him the correct square footage, the unit was undersized.  The thing that confuses me the most is why Mr. [redacted] never in any way addresses one of the main points in the complaint, which is that every other single wide in our community, except for our home and two others which are smaller than ours all have 2 1/2 ton units. Site 2116 is only 40' ft. long, and has a 2 1/2 ton unit. He also states that Mr. [redacted]'s service is irrelevant to ours. Why??? His unit was replaced for the same reason. Undersized!! Mr. [redacted]'s comment about after speaking with (in his words) "high ranking staff within [redacted]" he has decided not to provide service to us is very troubling. Perhaps he could explain why any staff at [redacted] has anything to do with us. Why would he want to make it seem as if he were discriminating against us. Also, we never made any threats against him. Why would we? He never did us any harm. We only told his employee [redacted] that we did not know what else to do except file a Revdex.com claim, because he would not call us and talk to us.

Regards,

Mr. [redacted] was correct in regards to [redacted] NOT going to customer's home. I determined that after we sent our first response. We immediately sent a second response advising customer of our mistake. Revdex.com failed to submit follow up email to customer and failed to act on Liberty's behalf. I spoke with Mr. [redacted] via telephone Monday, March 30th and discussed his and my concerns. I then met with Mr. and Mrs. [redacted] Monday, March 30th from about 3:45 to 5:00 pm. We discussed each other's issues and concerns. I then, on my own accord, adjusted and straightened customer's supply registers for improved airflow. I I advised customer of their options and gave them a cost to increase tonnage of their a/c system. Customer stated they would see how improved airflow would affect their overall cooling of their home and their power bill. Customer stated they would get quote from other a/c company of their choice and compare costs. 
Customer stated they would communicate to me if they wanted to move forward with installation of new system.

I am responding to Case # [redacted] due to complaint from [redacted]. My name is [redacted], co-owner of Liberty Cooling & Heating. From what I gather, Mr. [redacted] states that "all we are asking for is that our unit be replaced with an adequate sized unit and we wiil pay the...

difference in retail price.I will present to you - FACTS - regarding the time line from initial date of order, date of install, and history of service work performed.We, Liberty Cooling & Heating, Inc. act as a sub·contractor to [redacted] subdivision. [redacted] provides us with work orders. We then coordinate an install date and install ordered HVAC systems for [redacted]'s manufactured homes. [redacted] pays us to install HVAC systems to their homes.  These manufactured homes have existing return cavity provided by [redacted]'s builder of choice. We install return duct from HVAC system to provided return cavity. We also provide supply duct from HVAC system to factory provided supply trunkline. [redacted]'s home already has supply registers provided throughout the home.This customer states that they did not live in the home full time, but THEY DID live in the home. I have attached a work order provided to us by [redacted] community. They order the system that they want installed. We, Liberty, make our recommendations to our retailers. But, ultimately, we install what they order. [redacted] sent the original work order to us on June, 21st, 2011. We installed the prescribed 2 ton system on July 6th, 2011. We do not know the customer's move in date. Warranty begins from date of install. [redacted] will operate the system to keep the house conditioned as needed, even when the home is unoccupied. So, that being said, ALL systems are checked out for heat and cool operation at time of install. There were no issues with operation of system. A one year labor warranty with a 10 year part and compressor warranty for unit began on July 6th, 2011. Customer states that they have a 900 square foot home and that the system is undersized. They state that "experts" they have spoken with have said a two ton unit is only adequate for a 400-800 square foot home. I don't know who they have spoken with, out typical rule of thumb for the HVAC industry is '400 square foot per ton'. 50, 400x2 is 800. 800 square foot would require a two ton system UP TO 1000 square feet. 1000 square feet to 1200 square feet would require a 2.5 ton. With their 900 square foot home, they fall in the middle range for a 2 ton. If this home was engineered by manual J and manual D, it would actually require less than a two ton. Customer complains of high electric bills. Did the [redacted]'s or their service company of choice check for overall efficiency of their home and the possibility of inadequate number of supply registers within their home. Manual J engineering design may or may not suggest that. Is there a potential for hot spots within home, which would affect overall efficiency of system. As I stated - we do not order the HVAC system - nor do we design or build their duct system . We do make suggestions to retailers and factories as to ways to improve overall efficiency.Mr. [redacted]'s issue with us replacing Mr. [redacted]'s unit to a 2.5 ton is irrelevant to the facts I am presenting you. The [redacted]'s asked us for a cost. We provided a service to that customer after we gave them a quote for the desired work. Keep in mind - WE DO HAVE THE RIGHT TO REFUSE SERVICE TO CUSTOMERS- after their warranty period is up. We have not heard from the [redacted]'s since 10/31/11. After communication with high ranking staff within [redacted] and the [redacted]'s threats to affect our company's reputation. I chose to not provide service to this customer.Timeline of events-System installed - July 6,2011Customer states unit will not turn on - replaced bod thermostat - 8/18/11Customer states he has to push reset button to get unit to turn on -10/31/1110/31/11 is the last time we have had any communication with customer until 2/3/15. [redacted] states that we are 80 miles away and are not convenient for service calls. We, as a company, ALWAYS give same day- next day service WITHIN WARRANTY PERIOD. Customer made the decision to use another service company of choice.Mr. [redacted] requests a service call on 2/3/15. Our service manager met with customer on 2/3/15. Same day service, even with being 80 miles away. [redacted] met with the customer and was told by Mr. [redacted] that they had used [redacted] AIC for service last year. LAST YEAR. No complaint was filed to us LAST YEAR regarding a fan motor running backwards. Evidently, [redacted] found fan motor rotating backwards in the winter of 2014. A brand new factory OEM motor is designed to only rotate one direction unless there happens to be a defect which could arise over time. In this case, system was operating properly at initial start up. Operating properly on 8/18/2011. Operating properly on 10/10/2011. And then all of a sudden [redacted] states that the motor has been rotating backwards since initial start up. Evidently, [redacted] knows exactly when a particular part goes bad. We, as a company based on integrity and honesty, would never attempt to determine exactly when a part when bad. It Is impossible. Keep in mind, Mr. [redacted] stated that they had been using [redacted] for service last year. They obviously misdiagnosed something last year...... [redacted] also replaced 3 capacitors and charged the homeowner for the parts (As stated by Mr. [redacted]) Remember, parts have a 10 year warranty. They should not have been charged. ALL THE WHILE - THE MOTOR WAS STILL ROTATING BACKWARDS. [redacted] didn't even replace the bad motor, but did advise it would be $ 360.00 to replace the motor. One more thing- it is not necessary to replace 3 capacitors for a motor that is operating backwards. For a factory OEM motor -there is one capacitor needed and a motor replaced. On 2/3/1.5, [redacted] had to suggest to Mr. [redacted] that the motor needed replaced with PART UNDER WARRANTY. [redacted] eventually replaced the motor on 3/4/2015. We do not know if they were charged for the motor. Nor, is it any of our business. Remember - [redacted] was out in the winter and replaced capacitors. We, Liberty, did not replace motor on 2/3/15 due to Mr. [redacted] refusing to pay labor to replace the motor.Then the customer proceeds to call our office on 3/3/15 threatening to file complaint if no one called them back. We are over 3 1/2 years BEYOND their warranty period. We do have the right to refuse service. It is not something we desire to do or look to make a habit of. But, we will choose to refuse service to customers who do not take into consideration FACTS and threaten to ruin our reputation.This customer also is presetting terms of payment for changing out their system. We, as a contractor, have a right to provide a quote through proposal. It is up to the customer to accept or deny given quote. This customer does have the options to accept other quotes from other companies. They are not locked in to our company. That is obvious, because they chose to use a different service company LAST YEAR.I have presented a timeline of FACTS. I have also chosen to refuse service to this customer. Reasons I am entitled to. We have honored our installation within the labor warranty period. Information given to us by Mr. [redacted] suggests he was charged for parts and unnecessary parts that were within the part warranty period. I could give suggestions or advice regarding this situation, but I am not one to dishonor fellow contractors as many choose to do to us.As this has taken up several hours of my time distinguishing facts and presenting this letter-I thank you, Revdex.com, for your time.

Mr. [redacted] was correct in regards to [redacted] NOT going to customer's home. I determined that after we sent our first response. We immediately sent a second response advising customer of our mistake. Revdex.com failed to submit follow up email to customer and failed to act on Liberty's behalf. I spoke with Mr. [redacted] via telephone Monday, March 30th and discussed his and my concerns. I then met with Mr. and Mrs. [redacted] Monday, March 30th from about 3:45 to 5:00 pm. We discussed each other's issues and concerns. I then, on my own accord, adjusted and straightened customer's supply registers for improved airflow. I I advised customer of their options and gave them a cost to increase tonnage of their a/c system. Customer stated they would see how improved airflow would affect their overall cooling of their home and their power bill. Customer stated they would get quote from other a/c company of their choice and compare costs. 
Customer stated they would communicate to me if they wanted to move forward with installation of new system.

I am responding to Case # [redacted] due to complaint from [redacted]. My name is [redacted], co-owner of Liberty Cooling & Heating. From what I gather, Mr. [redacted] states that "all we are asking for is that our unit be replaced with an adequate sized unit and we wiil pay the...

difference in retail price.I will present to you - FACTS - regarding the time line from initial date of order, date of install, and history of service work performed.We, Liberty Cooling & Heating, Inc. act as a sub·contractor to [redacted] subdivision. [redacted] provides us with work orders. We then coordinate an install date and install ordered HVAC systems for [redacted]'s manufactured homes. [redacted] pays us to install HVAC systems to their homes.  These manufactured homes have existing return cavity provided by [redacted]'s builder of choice. We install return duct from HVAC system to provided return cavity. We also provide supply duct from HVAC system to factory provided supply trunkline. [redacted]'s home already has supply registers provided throughout the home.This customer states that they did not live in the home full time, but THEY DID live in the home. I have attached a work order provided to us by [redacted] community. They order the system that they want installed. We, Liberty, make our recommendations to our retailers. But, ultimately, we install what they order. [redacted] sent the original work order to us on June, 21st, 2011. We installed the prescribed 2 ton system on July 6th, 2011. We do not know the customer's move in date. Warranty begins from date of install. [redacted] will operate the system to keep the house conditioned as needed, even when the home is unoccupied. So, that being said, ALL systems are checked out for heat and cool operation at time of install. There were no issues with operation of system. A one year labor warranty with a 10 year part and compressor warranty for unit began on July 6th, 2011. Customer states that they have a 900 square foot home and that the system is undersized. They state that "experts" they have spoken with have said a two ton unit is only adequate for a 400-800 square foot home. I don't know who they have spoken with, out typical rule of thumb for the HVAC industry is '400 square foot per ton'. 50, 400x2 is 800. 800 square foot would require a two ton system UP TO 1000 square feet. 1000 square feet to 1200 square feet would require a 2.5 ton. With their 900 square foot home, they fall in the middle range for a 2 ton. If this home was engineered by manual J and manual D, it would actually require less than a two ton. Customer complains of high electric bills. Did the [redacted]'s or their service company of choice check for overall efficiency of their home and the possibility of inadequate number of supply registers within their home. Manual J engineering design may or may not suggest that. Is there a potential for hot spots within home, which would affect overall efficiency of system. As I stated - we do not order the HVAC system - nor do we design or build their duct system . We do make suggestions to retailers and factories as to ways to improve overall efficiency.Mr. [redacted]'s issue with us replacing Mr. [redacted]'s unit to a 2.5 ton is irrelevant to the facts I am presenting you. The [redacted]'s asked us for a cost. We provided a service to that customer after we gave them a quote for the desired work. Keep in mind - WE DO HAVE THE RIGHT TO REFUSE SERVICE TO CUSTOMERS- after their warranty period is up. We have not heard from the [redacted]'s since 10/31/11. After communication with high ranking staff within [redacted] and the [redacted]'s threats to affect our company's reputation. I chose to not provide service to this customer.Timeline of events-System installed - July 6,2011Customer states unit will not turn on - replaced bod thermostat - 8/18/11Customer states he has to push reset button to get unit to turn on -10/31/1110/31/11 is the last time we have had any communication with customer until 2/3/15. [redacted] states that we are 80 miles away and are not convenient for service calls. We, as a company, ALWAYS give same day- next day service WITHIN WARRANTY PERIOD. Customer made the decision to use another service company of choice.Mr. [redacted] requests a service call on 2/3/15. Our service manager met with customer on 2/3/15. Same day service, even with being 80 miles away. [redacted] met with the customer and was told by Mr. [redacted] that they had used [redacted] AIC for service last year. LAST YEAR. No complaint was filed to us LAST YEAR regarding a fan motor running backwards. Evidently, [redacted] found fan motor rotating backwards in the winter of 2014. A brand new factory OEM motor is designed to only rotate one direction unless there happens to be a defect which could arise over time. In this case, system was operating properly at initial start up. Operating properly on 8/18/2011. Operating properly on 10/10/2011. And then all of a sudden [redacted] states that the motor has been rotating backwards since initial start up. Evidently, [redacted] knows exactly when a particular part goes bad. We, as a company based on integrity and honesty, would never attempt to determine exactly when a part when bad. It Is impossible. Keep in mind, Mr. [redacted] stated that they had been using [redacted] for service last year. They obviously misdiagnosed something last year...... [redacted] also replaced 3 capacitors and charged the homeowner for the parts (As stated by Mr. [redacted]) Remember, parts have a 10 year warranty. They should not have been charged. ALL THE WHILE - THE MOTOR WAS STILL ROTATING BACKWARDS. [redacted] didn't even replace the bad motor, but did advise it would be $ 360.00 to replace the motor. One more thing- it is not necessary to replace 3 capacitors for a motor that is operating backwards. For a factory OEM motor -there is one capacitor needed and a motor replaced. On 2/3/1.5, [redacted] had to suggest to Mr. [redacted] that the motor needed replaced with PART UNDER WARRANTY. [redacted] eventually replaced the motor on 3/4/2015. We do not know if they were charged for the motor. Nor, is it any of our business. Remember - [redacted] was out in the winter and replaced capacitors. We, Liberty, did not replace motor on 2/3/15 due to Mr. [redacted] refusing to pay labor to replace the motor.Then the customer proceeds to call our office on 3/3/15 threatening to file complaint if no one called them back. We are over 3 1/2 years BEYOND their warranty period. We do have the right to refuse service. It is not something we desire to do or look to make a habit of. But, we will choose to refuse service to customers who do not take into consideration FACTS and threaten to ruin our reputation.This customer also is presetting terms of payment for changing out their system. We, as a contractor, have a right to provide a quote through proposal. It is up to the customer to accept or deny given quote. This customer does have the options to accept other quotes from other companies. They are not locked in to our company. That is obvious, because they chose to use a different service company LAST YEAR.I have presented a timeline of FACTS. I have also chosen to refuse service to this customer. Reasons I am entitled to. We have honored our installation within the labor warranty period. Information given to us by Mr. [redacted] suggests he was charged for parts and unnecessary parts that were within the part warranty period. I could give suggestions or advice regarding this situation, but I am not one to dishonor fellow contractors as many choose to do to us.As this has taken up several hours of my time distinguishing facts and presenting this letter-I thank you, Revdex.com, for your time.

I scheduled repair for a Thursday and I received a call from the office that if had got too late and they will come out Friday, I say ok. on Friday I receive no call so I call the company 5:30 pm and they have a service call me back, when he calls he calls from a restricted number and does not tell me who he is or what company he is calling from asks for the wrong name (not his fault) but since he didn't tell me who he was I since wrong number. he did call back a few minutes later and asked my name, since I am expecting a call I answered it and told him, he then tells me that someone was out and left a note on my door, there was a note. I did not see it because I use a garage door. I told him my situation and no one called me today at all. he said they were all home for the night and could not come out until Monday. at this point I have been out of ac for 8 days, he said they do work weekends but they were full. I said but I have already been put off for 2 days, he said there was nothing he could do.

they did not follow their own process of calling or I could have been home, they do not give any priority to the customers that were on the schedule beforehand, you get the next opening. it is supposed to be 108 this weekend, they should pay for my hotel bill with my 3 kids.

Review: On 5/1/13 we were told our heat pump, under warranty, needed a new part and that it would be 5/21/13 before they could get the part in and install it. We were then told that the delivery date would be 5/24/13. Today on 5/28/13 we are being told the part hasn't even shipped and won't ship until 6/6/13. We've been told that at our cost we could have freon recharged at $50-$60, or that we could have the part overnighted, again at our cost of $250-$300. We have been repeatedly told that there is nothing they can do, yet they refuse to disclose who the distributor is or why this is taking so long. This company's 'customer service' is very poor as we have indicated to them on several occasions the medical necessity as all they can say is there is nothing they can do but if we want to pay more money they can do something. We asked them to install a new heat pump and we were immediately told "there aren't any in the state". My 71 year old husband has had two surgeries since 4/30/13, and our mobile home by 6 pm at night is 90+ degrees inside. My husband has made two visits to the emergency room since 5/24/13 because of nose bleeds that won't stop. I'm sure this heat is not helping things.Desired Settlement: I want either [redacted] or the distributor whom I believe to be [redacted] and Supply to overnight this part and immediately install it at no extra cost to us. We have a model [redacted] heat pump, serial number [redacted].l

Business

Response:

Good Morning ~

In response to the complaint by Mrs. [redacted] - Complaint # [redacted].

We received a call from Mrs. [redacted] on May 1st, 2013 for the a/c unit not cooling. The technician went out on May 2nd, 2013. He found that the indoor coil had leaks and needed to be replaced. The homeowner was advised at that time that the coil needed replaced and was under warranty for the parts and labor for the repair only. The coil was ordered that day from our distributor. We were told by them (the distributor) that the coil would take approx. 2 weeks to come in. We have stayed in contact with the homeowner to give regular updates on the status of the coil. The last we were told is that the coil is due to ship on June 1st and then will take approx. 10 days business days to get to us. Once the coil is ordered by our distributor to the manufacturer it is out of our hands until we receive it. We have no control over the the manufacturer which is Nordyne. I personally spoke with our distributor and advised them that we need the coil as soon as possible for this homeowner due to his medical issues. The coil needs to be built by Nordyne first before they they can even ship it. I did give this homeowner options: 1) We could go out and add refrigerant for temporary cooling at the homeowner's expense and 2) they can pay for expedited shipping if they so choose once the coil is built. Mr. [redacted] refused both. I have attached a copy of the of the Nordyne limited parts warranty stating that shipping is the homeowner's responsibility and that only the actual repair is covered. Any labor or service charges in EXCESS of these allowances are the responsibility of the homeowner. In response to the statement made by the homeowner that they wanted a new heat pump installed I believe they meant that they wanted a new coil installed immediately. There were no coils available anywhere in the state and so it was ordered from the manufacturer. In response made about Liberty not giving them the information on who the distributor is I told them that Nordyne was the manufacturer. The homeowner requested a tracking number and I told Mr. [redacted] that I did not have that information. We have made every effort possible to give good customer service by offering to come out and add refrigerant, offering rushed shipment of the coil once it was built, and keeping in touch with them when the dates changed for the ship date.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that they haven't made any resolution than the promises given earlier. I have sent a reply to their response under a separate e-mail, along with an attachment of the only warranty we received. I will wait until for the business to perform this action and, if it does, without further cost to us, will consider this complaint resolved.

Regards,

Review: We moved into our new home in [redacted] mobile home community 3 1/2 years ago. We did not live in the home full time until about 6 months after that as we still had our other home. Once we lived in the home full time we began to have exorbitant electric bills. We have contacted our electric company on several occasions to help us try to figure out why our bills are so high. Liberty Heating & Cooling installs all the HVAC units in our community, but they are 80 miles away and are not convenient for service calls. We called a local company to come out and check our furnace this winter. When they came out they told us our fan was rotating the wrong way on the unit, and showed us the diagram on the unit of how it should turn. They got us a new fan motor and installed it at no charge as it is under a five year warranty. Also all 3 capacitors needed to be replaced. At this time it was brought to our attention that a 2 ton unit is only adequate to heat or cool 400-800 sq. ft. Our home is 900 sq. ft. [redacted] from Liberty informed me that if I was in fact giving him the correct square footage of our home, then a 2 ton unit was definitely undersized. We were advised that we should have a minimum 2.5 ton unit. We have a single wide mobile home, but it is the largest in our community at 50' long. I checked every single wide unit in our community and only 2 units in addition to our home have a 2 ton unit, but the other 2 units are 42 ft. long. Unit 2116 in the community is only 40' and it has a 2.5 ton unit. We also discovered that Mr. and Mrs. [redacted] in the community had their unit replaced by Liberty with a 2 1/2 ton unit, because their 2 ton was undersized. Their home is only 828 sq. ft. They only had to pay the difference in retail price between a 2 ton and a 2.5 ton. We have spoken to [redacted], a service manager on several occasions in the last month. He has tried to be helpful and has relayed all of our information to the owner as he has to follow a chain of command. All we are asking for is that our unit be replaced with an adequate sized unit and we will pay the difference in retail price. We have let [redacted] know on 2 occasions that we would file a complaint if there is no response. I spoke with [redacted] again yesterday and also a secretary at Liberty yesterday to let them know I would file a complaint if no on called me back again yesterday. No one called. I have tried to be accommodating and reasonable, but no one will call me or attempt to help us. My wife and I are seniors and can simply not afford $170 electric bills. Neighbors all around us who have homes similar in sq. footage are paying $85 to $100 per month for electric.Desired Settlement: We would like our HVAC unit replaced with a 3 ton unit. We will pay for the difference in retail price between a 2.5 ton and a 3 ton. Not between a 2 ton and a 3 ton as a 2.5 ton is the minimum size that should have been initially installed at our home. When I spoke to the manufacturer of the unit (Nordyne) I was told a 2 ton unit is not adequate for the size of the home.

Business

Response:

I am responding to Case # [redacted] due to complaint from [redacted]. My name is [redacted], co-owner of Liberty Cooling & Heating. From what I gather, Mr. [redacted] states that "all we are asking for is that our unit be replaced with an adequate sized unit and we wiil pay the difference in retail price.I will present to you - FACTS - regarding the time line from initial date of order, date of install, and history of service work performed.We, Liberty Cooling & Heating, Inc. act as a sub·contractor to [redacted] subdivision. [redacted] provides us with work orders. We then coordinate an install date and install ordered HVAC systems for [redacted]'s manufactured homes. [redacted] pays us to install HVAC systems to their homes. These manufactured homes have existing return cavity provided by [redacted]'s builder of choice. We install return duct from HVAC system to provided return cavity. We also provide supply duct from HVAC system to factory provided supply trunkline. [redacted]'s home already has supply registers provided throughout the home.This customer states that they did not live in the home full time, but THEY DID live in the home. I have attached a work order provided to us by [redacted] community. They order the system that they want installed. We, Liberty, make our recommendations to our retailers. But, ultimately, we install what they order. [redacted] sent the original work order to us on June, 21st, 2011. We installed the prescribed 2 ton system on July 6th, 2011. We do not know the customer's move in date. Warranty begins from date of install. [redacted] will operate the system to keep the house conditioned as needed, even when the home is unoccupied. So, that being said, ALL systems are checked out for heat and cool operation at time of install. There were no issues with operation of system. A one year labor warranty with a 10 year part and compressor warranty for unit began on July 6th, 2011. Customer states that they have a 900 square foot home and that the system is undersized. They state that "experts" they have spoken with have said a two ton unit is only adequate for a 400-800 square foot home. I don't know who they have spoken with, out typical rule of thumb for the HVAC industry is '400 square foot per ton'. 50, 400x2 is 800. 800 square foot would require a two ton system UP TO 1000 square feet. 1000 square feet to 1200 square feet would require a 2.5 ton. With their 900 square foot home, they fall in the middle range for a 2 ton. If this home was engineered by manual J and manual D, it would actually require less than a two ton. Customer complains of high electric bills. Did the [redacted]'s or their service company of choice check for overall efficiency of their home and the possibility of inadequate number of supply registers within their home. Manual J engineering design may or may not suggest that. Is there a potential for hot spots within home, which would affect overall efficiency of system. As I stated - we do not order the HVAC system - nor do we design or build their duct system . We do make suggestions to retailers and factories as to ways to improve overall efficiency.Mr. [redacted]'s issue with us replacing Mr. [redacted]'s unit to a 2.5 ton is irrelevant to the facts I am presenting you. The [redacted]'s asked us for a cost. We provided a service to that customer after we gave them a quote for the desired work. Keep in mind - WE DO HAVE THE RIGHT TO REFUSE SERVICE TO CUSTOMERS- after their warranty period is up. We have not heard from the [redacted]'s since 10/31/11. After communication with high ranking staff within [redacted] and the [redacted]'s threats to affect our company's reputation. I chose to not provide service to this customer.Timeline of events-System installed - July 6,2011Customer states unit will not turn on - replaced bod thermostat - 8/18/11Customer states he has to push reset button to get unit to turn on -10/31/1110/31/11 is the last time we have had any communication with customer until 2/3/15. [redacted] states that we are 80 miles away and are not convenient for service calls. We, as a company, ALWAYS give same day- next day service WITHIN WARRANTY PERIOD. Customer made the decision to use another service company of choice.Mr. [redacted] requests a service call on 2/3/15. Our service manager met with customer on 2/3/15. Same day service, even with being 80 miles away. [redacted] met with the customer and was told by Mr. [redacted] that they had used [redacted] AIC for service last year. LAST YEAR. No complaint was filed to us LAST YEAR regarding a fan motor running backwards. Evidently, [redacted] found fan motor rotating backwards in the winter of 2014. A brand new factory OEM motor is designed to only rotate one direction unless there happens to be a defect which could arise over time. In this case, system was operating properly at initial start up. Operating properly on 8/18/2011. Operating properly on 10/10/2011. And then all of a sudden [redacted] states that the motor has been rotating backwards since initial start up. Evidently, [redacted] knows exactly when a particular part goes bad. We, as a company based on integrity and honesty, would never attempt to determine exactly when a part when bad. It Is impossible. Keep in mind, Mr. [redacted] stated that they had been using [redacted] for service last year. They obviously misdiagnosed something last year...... [redacted] also replaced 3 capacitors and charged the homeowner for the parts (As stated by Mr. [redacted]) Remember, parts have a 10 year warranty. They should not have been charged. ALL THE WHILE - THE MOTOR WAS STILL ROTATING BACKWARDS. [redacted] didn't even replace the bad motor, but did advise it would be $ 360.00 to replace the motor. One more thing- it is not necessary to replace 3 capacitors for a motor that is operating backwards. For a factory OEM motor -there is one capacitor needed and a motor replaced. On 2/3/1.5, [redacted] had to suggest to Mr. [redacted] that the motor needed replaced with PART UNDER WARRANTY. [redacted] eventually replaced the motor on 3/4/2015. We do not know if they were charged for the motor. Nor, is it any of our business. Remember - [redacted] was out in the winter and replaced capacitors. We, Liberty, did not replace motor on 2/3/15 due to Mr. [redacted] refusing to pay labor to replace the motor.Then the customer proceeds to call our office on 3/3/15 threatening to file complaint if no one called them back. We are over 3 1/2 years BEYOND their warranty period. We do have the right to refuse service. It is not something we desire to do or look to make a habit of. But, we will choose to refuse service to customers who do not take into consideration FACTS and threaten to ruin our reputation.This customer also is presetting terms of payment for changing out their system. We, as a contractor, have a right to provide a quote through proposal. It is up to the customer to accept or deny given quote. This customer does have the options to accept other quotes from other companies. They are not locked in to our company. That is obvious, because they chose to use a different service company LAST YEAR.I have presented a timeline of FACTS. I have also chosen to refuse service to this customer. Reasons I am entitled to. We have honored our installation within the labor warranty period. Information given to us by Mr. [redacted] suggests he was charged for parts and unnecessary parts that were within the part warranty period. I could give suggestions or advice regarding this situation, but I am not one to dishonor fellow contractors as many choose to do to us.As this has taken up several hours of my time distinguishing facts and presenting this letter-I thank you, Revdex.com, for your time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I must say, I am shocked at Mr. [redacted]'s response to our complaint. He indicates he refuses to do business with us. If that his decision, then why bother to respond to the complaint. He certainly has decided to provide us with no options. He stated that he was only going to list facts. Right off the top it is NOT a fact that his service man [redacted] was at our home on Feb. 3, 2015. He was never at our home. We spoke with him on the phone and we have kept his text messages. It is also not a fact that we found out a year ago that the fan was running backwards, and the unit was undersized. We just found that out from [redacted] cat this winter. He asks who our so called experts are to tell us our unit is undersized. They are [redacted] & [redacted] and also the retired owner of C&D heating in Illinois. Also any internet search inputting our square footage tells us our current unit is too small. Mr. [redacted]'s employee [redacted] said that if we were giving him the correct square footage, the unit was undersized. The thing that confuses me the most is why Mr. [redacted] never in any way addresses one of the main points in the complaint, which is that every other single wide in our community, except for our home and two others which are smaller than ours all have 2 1/2 ton units. Site 2116 is only 40' ft. long, and has a 2 1/2 ton unit. He also states that Mr. [redacted]'s service is irrelevant to ours. Why??? His unit was replaced for the same reason. Undersized!! Mr. [redacted]'s comment about after speaking with (in his words) "high ranking staff within [redacted]" he has decided not to provide service to us is very troubling. Perhaps he could explain why any staff at [redacted] has anything to do with us. Why would he want to make it seem as if he were discriminating against us. Also, we never made any threats against him. Why would we? He never did us any harm. We only told his employee [redacted] that we did not know what else to do except file a Revdex.com claim, because he would not call us and talk to us.

Regards,

Business

Response:

Mr. [redacted] was correct in regards to [redacted] NOT going to customer's home. I determined that after we sent our first response. We immediately sent a second response advising customer of our mistake. Revdex.com failed to submit follow up email to customer and failed to act on Liberty's behalf. I spoke with Mr. [redacted] via telephone Monday, March 30th and discussed his and my concerns. I then met with Mr. and Mrs. [redacted] Monday, March 30th from about 3:45 to 5:00 pm. We discussed each other's issues and concerns. I then, on my own accord, adjusted and straightened customer's supply registers for improved airflow. I I advised customer of their options and gave them a cost to increase tonnage of their a/c system. Customer stated they would see how improved airflow would affect their overall cooling of their home and their power bill. Customer stated they would get quote from other a/c company of their choice and compare costs. Customer stated they would communicate to me if they wanted to move forward with installation of new system.