Matthew R. Borden Heating and Cooling Inc.

We installed a *** ductless mini split system seven years ago for this customer which has been trouble free until last December ( 2016) when the heating stopped workingThe system was repaired by us in December by replacing two temperature sensorsThe system ran for the balance of the heating
season and part of the cooling season ( current )The customer called recently with a no cooling call and demanded that we look at the system for free - in which we honored his request and did not charge for the diagnosisUpon inspection of the system and a phone call to *** ( they bought out the *** line for parts support) it was determined that the cause of the problem was either faulty sensors or faulty control boardThe sensors proved to be in the right electrical resistance range so that left the control board as the problem for why the system is not workingPrices were given to the customer for the repair and an optional price to replace the system with a Mitsubishi brand mini split due to the fact that the old *** parts chain will diminish in the near future It is unfortunate that MrMcNicholas's unit has broken a second time but it is not our fault anytime his system breaksThe failures are not due to faulty workmanship but faulty *** components and we are not the manufacturer His request for a refund is denied for several reasons: 1: It is a seven year old system, 2: we are not the manufacturer and hold no responsibility for an out of warranty unit3: The customer has gotten six months use after the first repair in December Back in December the customer was on the fence about repairing the system or replacing it, at that time a rough estimate was given on a new unit cost for comparison purposes to the repair costThe customer decided to do the repair Thank You,Matt B***

Complaint: ***
I am rejecting this response because: No where in the contract I signed with *** *** does it say yearly maintenance must be done for the warranty to remain validRead the contract I sent.
Regards,
*** ***

All warranty terms are stated in the warranty documentation that came with the equipment additionally the customer has been told this three plus years ago on the last service call that was performed which still has not been paid for

Hello, [redacted] has failed to pay us for a service visit three or four years ago for a " no heat call " . The problem that he had with his boiler at that time was due to lack of proper upkeep and maintenance. He has has always refused routine maintenance despite us calling him once a year for this...

service. Service calls due to improper system maintenance are not covered by a warranty of any sort per the manufacturer's and our guidelines. Additionally, we reserve the right to refuse service for non paying customers.

[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]
I am rejecting this response because:portions of the the explanations provided by the service provider simply aren't accurate in a factual basis, and they display a complete lack of accountability which is my biggest concern.  the unit broke down in november and was repaired ($538.10), and stopped working again the next day... which led to the second repair (verbally quoted in the $350 range, was presented with a bill for $572.75, and then adjusted to $447.50 when I questioned the initial price).  in both cases, the provider recommended repair over replacement.  the unit then operates for approx 3 months.  didnt need to heat or cool in the spring, and then on the first day of using the AC it breaks again.  Tech support says its the same issue and part as the second repair (i was there for the phone call), vendor says that's it the main board (something different)... wants to charge $800 to repair.  Alternative is a quote of $5200 for new system.. as opposed to the "ballpark" quote of $3500-4000 in december.  it's obvious that we disagree, and that we will not be doing business together in the future.  im very disappointed in how I have been treated, and want others consumers to be aware in advance of the business practices at Borden HVAC. Regards,
[redacted]

The system is seven years old and out of warranty. We cannot predict if an internal component will fail and we are not the manufacturer of the product. We repaired it twice and even discounted the second repair because we felt bad for the customer and wanted to help them out. It was six months later when the system broke a third time with a new problem. The fault code indicated a sensor failure  but the sensors checked out good - the fault code could also mean that the control board is faulty. There would be no sense in replacing the sensors ( which are new )to end up with an air conditioner that still does not function. The customer really should get a second opinion if for some reason does not trust our diagnosis. It is unfortunate that the customers unit has broken again but the repairs previously performed were successful and we cannot refund money for a successful repair. The customer really should just realize that it is an older unit and may require repairs to keep it running or they can replace the system. Prices for both options were given. We have treated the customer very well and even provided a free diagnostic service call on the last visit.