Lynn Worley/Attorney

July 21, 6016   RE: Complaint ID # [redacted]   In response to the customer complaint, we recognize the unit the customer received had issues from the factory after a couple of months of operation.   We have been attentive to every complaint the customer has had, as acknowledged by them...

in their complaint. They have received new parts when they were needed. There has been no charge to the homeowner for the additional parts. We have followed standard industry protocol to get their system functional. The homeowner stated that it should be like shopping at [redacted] for exchange purposes. There is a clear distinction betvveen the HVAC industry and retail shopping. While we understand their frustration, we have been upfront with the customer every step of they way and in constant contact with them to resolve the issue.   The customer has since received a new condensing unit as of July 15, 2016. We simply had to follow proper procedures through Trane's warranty program, which the customer apparently found unjust. This incident has been unfortunate, but the customer has been treated fairly and properly throughout this process. It is unfortunate they do not feel the same.