Main Heating & Air Conditioning, Inc.

This letter is to establish the course of events regarding the disputed ceiling damage allegedly caused by Main Heating & Air Conditioning moving a loose board located in the attic. We were originally called to diagnose why the Air Conditioning system wasn’t working on September 20, 2017 at the...

above listed homeowner’s address. The initial diagnosis was a clogged drain and potentially a loose wiring connection. The homeowner called back to inform us that the unit had stopped working again and we returned on Friday September 22, 2017. We determined that the condensate drain line was still not flowing properly and it was cleared again. The owner was informed that the existing installation was not suitable for proper drain line fall and that the auxiliary drain pan was not water tight. We offered to provide a quote to update the installation with a new pan and raise the air handling equipment.The homeowner was advised to call if there was any change in system operation. We explained that there was still water leaking from the air handler into the auxiliary pan and until all the water evaporated he may continue to have intermittent operation. We did not suggest or encourage the homeowner to venture into the attic to do any additional work once we left the home on our behalf. I made a follow up phone call around 9am Saturday morning and spoke to Mr. [redacted] regarding the status of the repair. I was informed that the system was working and he made no mention of falling through the ceiling Friday evening as he has reported in your letter. After the conversation on Saturday morning we did not check messages again until Monday morning since we had completed our work load for that Saturday and we are closed on Sunday. The message from Saturday mentioned nothing concerning his accident and wanted us to return their call for repairs needed. We assumed this was in regards to the previous repair option presented during the service call. Our Office Manager returned his call on Monday September 25, 2017, spoke with Mr. [redacted] and learned of his accident. Our owner was not available until Tuesday to call the customer.No property damage occurred due to our presence at the home during either service visit. Had we stepped through the ceiling we would certainly take responsibility for the resulting damage. The homeowner took it upon himself to go into the attic and by doing so, assumed all risk associated with that task. The board in question was not purposefully moved during our work. We did work immediately around the unit so as to execute the needed service repairs. The boards were loosely laid on the attic joists and were not fastened down at any point throughout the attic. We are very sorry to hear of this accident and wish the homeowner our best; however, it is the position of Main Heating & Air Conditioning that we are not responsible nor liable for his accident in the attic.Thank you,Kelly G MainMain Heating & Air Conditioning[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, I want to make it clear that I do not entirely agree with the businesses explanation of how things occurred and what was said. I have recently had surgery and need to focus on my recovery.  I will not pursue this at this time. It has definitely been a disappointing experience.
Regards,
[redacted]