Mannix Heating & Cooling, LLC

[redacted] ,We will be happy to repair the humidifier under warranty with no cost to youWe have already refunded you the $for the service call as a check was mailed to you earlier this week.Is it possible that one of our employees used silicone to repair the broken humidifier part? Yes, it is possible however it is not probable, and here's why; all of our service trucks are stocked exactly the same by our warehouse manager, we do not stock silicone on any of our trucksThat would mean the tech (young Jake) went out and purchased it himself as opposed to simply ordering a new part from the manufacturer, since the part is under the manufacturers warranty for years, ordering a replacement part would not cost our company any money That is why I don't understand how or why the broken humidifier part would have been repaired with silicone by us But since you have stated that we were the only people to touch that humidifier we WILL repair it at no cost to you I have never nor have I witnessed any of my employees "Coach" a tech to say anything other then the truth to a customer As the owner of the company and who's name is on the side of the trucks, I take that issue very seriously If you ever feel that one of my employees is being dishonest with you, please ask to speak to me immediately as that is not tolerated in my organizationIf this remedy is not satisfactory, then please state exactly what you would like us to do to resolve this matter as I didn't see that in your rejection statementAlso feel free to contact me directly on my cell phone at ###-###-#### to discuss this furtherSincerely, [redacted]

After reading the customers complaint and researching our information and the customers service history, we will refund the $they paid for the service call to unclog their drainWe do however request that the customer schedule their spring and fall maintenance visits as early as possible each season Our records show we mailed out a reminder card to this customer in March or but we never heard from the customer until June 21, when they called to report a problem We can schedule maintenance visits up to months in advance so that the customer will be assured of getting a date that works best for their schedule We also request that only our technicians work on their HVAC equipment as it appears as someone else attempted to work on the humidifier and damaged it

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]We appreciate the business's response regarding the service call for the HVAC. We are rejecting this response, however, because in their written comments they included factually incorrect and misleading comments. Specifically, they made reference to us have other technicians work on our HVAC system, and we believe they are trying to use that to justify how they are handling the humidifier. The only contractors to ever touch this system are from Mannix. They recommended the specific equipment used, they sold us the equipment, they did the initial install, they have had maintenance contracts for it since it's been installed, and they are the ONLY contractors to ever have touched it. We have had two separate visits from Mannix technicians since the issue was noted (Jake, then Bill), and if it looks like it was damaged during service, then it was likely one of them. We also don't appreciate the insinuation, again, to shift blame. They are likely not aware, however, that when their technician called their main office regarding the problem the conversation was overheard by us. Specifically, when their second technician (Bill, the more senior of the two) called the office to discuss the issue, he was obviously being coached by the Mannix office to not report the issue to us at all (because they knew they were still responsible, having installed and serviced it). Bill had to explain to the Mannix office that no, he couldn't do that because "the kid" (likely referring to Jake, the more junior technician who came first) had already told us of the problem. If Mannix truly believes that the humidifier was broken during service, then it was likely Jake during the initial visit. So not only did Mannix specifically coach their second technician on-site not to report the problem to us, but now that we're bringing it up via this channel, they're trying to dodge blame again.Given that we've been very good customers - $20k for the initial equipment & install, and a maintenance agreement ever year; we've basically bought everything from them that we could - I thought Mannix would have treated us better. Regards,
[redacted]

[redacted],We will be happy to repair the humidifier under warranty with no cost to you. We have already refunded you the $190 for the service call as a check was mailed to you earlier this week.Is it possible that one of our employees used silicone to repair the broken humidifier part? Yes, it is possible however it is not probable, and here's why; all of our service trucks are stocked exactly the same by our warehouse manager, we do not stock silicone on any of our trucks. That would mean the tech (young Jake) went out and purchased it himself as opposed to simply ordering a new part from the manufacturer, since the part is under the manufacturers warranty for 5 years, ordering a replacement part would not cost our company any money.  That is why I don't understand how or why the broken humidifier part would have been repaired with silicone by us.  But since you have stated that we were the only people to touch that humidifier we WILL repair it at no cost to you.  I have never nor have I witnessed any of my employees "Coach" a tech to say anything other then the truth to a customer.  As the owner of the company and who's name is on the side of the trucks, I take that issue very seriously.  If you ever feel that one of my employees is being dishonest with you, please ask to speak to me immediately as that is not tolerated in my organization. If this remedy is not satisfactory, then please state exactly what you would like us to do to resolve this matter as I didn't see that in your rejection statement. Also feel free to contact me directly on my cell phone at ###-###-#### to discuss this further. Sincerely, [redacted]

After reading the customers complaint and researching our information and the customers service history, we will refund the $186.70 they paid for the service call to unclog their drain. We do however request that the customer schedule their spring and fall maintenance visits as early as possible...

each season.  Our records show we mailed out a reminder card to this customer in March or 2016 but we never heard from the customer until June 21, 2016 when they called to report a problem.  We can schedule maintenance visits up to 6 months in advance so that the customer will be assured of getting a date that works best for their schedule.  We also request that only our technicians work on their HVAC equipment as it appears as someone else attempted to work on the humidifier and damaged it.