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Masters Heating & Cooling, Inc.

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Reviews Masters Heating & Cooling, Inc.

Masters Heating & Cooling, Inc. Reviews (2)

Initial Business Response /* (1000, 5, 2016/02/04) */
Contact Name and Title: [redacted], General Man
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mastersheatcool.com
Masters performed our own investigation into the matter of [redacted] and came to the following conclusions.
1. The...

water damage was submitted to Mrs. [redacted]'s insurance company and repaired before we were allowed to inspect.
2. The hoses that she contends that caused the damage are for drainage of furnace condensation only and would only be capable of leaking water during furnace operation. The damage occurred in June & July during AC operation as stated by her in her complaint.
3. Mrs. [redacted] had a failure of a TXV valve on her AC that frequently results in the evaporator coil freezing & thawing which caused an AC condensate leak.
4. The evaporator coil and its drains are located underneath the furnace and the disconnected hoses. So for the problem to have been due to the disconnected furnace hoses water would have had to work its way uphill to come out thru the disconnected hoses. Both condensate lines do connect to a common drain but have separate hoses.
5. She was at the lake for most of the summer so she was not home to see the damage as it occurred or notice that the AC was not cooling the house properly which likely contributed to the extent of the damage.
OFFER:
It is my understanding that both insurance companies communicated & Mrs. [redacted]'s insurance decided not to subrogate against our insurance. This would indicate that they determined we were not at fault. So in closing I do not feel that we are responsible for the insurance deductible and we would be happy to come out and demonstrate our points 3 & 4 above.
Initial Consumer Rebuttal /* (3000, 14, 2016/03/14) */
To reply to your comments that were sent back.....
1. At the time my home was fixed, my insurance company was not concerned because we were responsible for the repair of what caused the damage and at that time we did not know the source of the problem
2. You contend the damage would come from the furnace and that is partially true. However considering this took months of doing...it saturated the padding through my home in the winter months as well..and the air conditioners condensation finished it in the summer...
3. I agree condensation leaked...
4. The hoses you speak of were not under my furnace..but mid section...so yes your right water does not run uphill...
5. And yes I was at the lake most of the summer..We work hard to enjoy some of life's pleasure's..but when checking in on my home and when I found the problem in my home water logged ...I contacted my insurance company.................................
Your offer...
I called your office for two months and might I ad was treated rudely...and also left messages for you (which you failed to return any of my calls) I about fell over when they told me they did not know how to get a hold of you insurance company, could not get the name to even attempt to call the insurance company...the one time I did have contact with your insurance company I gave them my insurance agents name, phone number and claim number to them....and no I did not get your insurance company information because I thought it would have been handled professionally ....you can reply as you wish...but I was involved in the conversation with you, your serviceman and myself on the phone and you were told it was your employee that you had let go's fault.....you have a very sad business practice sir....I had been a very loyal client to master's for years now...(we even bought our heat pump through you)....My only hope now is that the people who checked the Revdex.com can understand what they are getting into with you ....if you make a mistake in their home!!!
Final Business Response /* (31430, 27, 2016/04/22) */
See attachment of offer to arbitrate.

Initial Business Response /* (1000, 5, 2015/09/11) */
Contact Name and Title: Dennis [redacted], GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mastersheatcool.com
Our standard procedure would be to charge labor for anything outside the 1 year labor warranty so to that point our technician was...

following procedure. However, in this case because of the know component issue I agree with the customer and the technician should have called the office to verify if a labor fee should or should not be charged in this instance. The technician has been reprimanded for this issue. As to the component issue, it is widespread throughout the HVAC industry with most brands and usually the oil works but did not in this case.
OFFER:
We will replace the valve at no charge and I have left a message for the customer but have not heard back.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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Address: 3512 Cavalier Dr., Fort Wayne, Indiana, United States, 46808-4401

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