Morrison, Inc.

January 15, 2015Re: ID ***We ordered *** ***'s replacement humidifier the week of January 5th and are planning on installing the new unit next week.Respectfully,Bonnie M
Secy/Treas

September 11, 2015*** *** was scheduled for regular maintenance on 579/as well as unit was not cooling - at that time we performed the maintenance and found the unit was low on refrigerantHe was billed $for an air filter and refrigerant only - see invoice #***?On 5/26/we received
*** ***'s Preventive Maintenance contract in the maii, with his check for $for the contract.On 5/26/at 7:20am *** *** called stating that his unit was not cooling againWe dispatched a service tech to his home and he arrived at 12:that dayThe service technician found the unit was once again low on refrigerantHe refilled the unit with refrigerant and injected dye into the system so that it could circulate and we would return in a week or two with an ultra violet light to find and repair the leak** *** was billed for this call - labor and materials - see invoice #***.On 5/28/** *** called to schedule the return visit to search for the refrigerant leakHe was scheduled for service on 6/2/We dispatched a service tech to his home on 6/2/and found the leak was due to a hole in the reversing valve** *** was not billed for this visit.On 6/3/the reversing waive was ordered from *** manufacturingOn 6/5/we checked on the status of the order(Please see email dated 6/5/We were told the *** was currently out of stock on the part but were receiving them on Monday, June 8thWe tracked the package by way of *** tracking number and were told that it would arrive on June 10thWe scheduled the repair for June 10th the day the part was to arriveHowever, upon arrival the part we received was not what we orderedWe were to received a reversing waive but instead we received a small plastic capPlease see emails and pictures dated 6/10/that were sent to both our distributor (*** ***) and *** directlyWe asked that someone from *** please notify our customer in regards to this matter because it was clearly an error on their partUnfortunately *** nor *** made such telephone calls.When we finally received the correct parts from *** we notified *** *** who explained that he contacted a different repair company and had the problem resolvedAt that time he requested a refund of the Maintenance contract that he purchased on5/26/in the amount of $He was told that it is Morrison's policy on Maintenance contracts is that they are non-refundable as clearly stated on the contractPlease see copy of signed contract from *** ***.Apparently there was some miscommunication between our company and *** *** regarding the warranty of the part*** ***'s unit was installed on 7/27/and has a serial number that ends in the letter "T" which means that he would have warranty on all "refrigerant" parts for years from the install dateThis warranty is for "parts only", no labor or other materials needed to make any repairs to the refrigerant systemIn short, the reversing valve was definitely covered under the manufacturer's warranty and this is why we ordered it directly from the manufacturer.We sent *** *** a letter on 9/10/(see attached) and explained that it is not our policy to refund the Maintenance contract money as stated on the contractHowever, due to the issues he experienced we enclosed $worth of Morrison MoneyThis money can be used toward any services, supplies, etc needed.RegardsCindy *W*** Service Coordinator

Complaint: [redacted]
I am rejecting this response...

because:------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Jan 27, 2015 at 11:49 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>
---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Mon, Jan 26, 2015 at 2:37 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>
Hello. I could not get your return message to work. 
ID # [redacted]
I am rejecting your letter from Morrison.
I have not heard any thing from Morrison since the first of January. No phone calls to let me know that the product is in or a date to fix this. Their letter states ordered on the 5th and installing next week, that should have been the week of 12th to the 16th. This is the 26th and not a phone call. 
Regards,
[redacted]

September 11, 2015[redacted] was scheduled for regular maintenance on 579/15 as well as unit was not cooling - at that time we performed the maintenance and found the unit was low on refrigerant. He was billed $138.50 for an air filter and refrigerant only - see invoice #[redacted]?
On...

5/26/15 we received [redacted]'s Preventive Maintenance contract in the maii, with his check for $260.00 for the contract.On 5/26/15 at 7:20am [redacted] called stating that his unit was not cooling again. We dispatched a service tech to his home and he arrived at 12:00 that day. The service technician found the unit was once again low on refrigerant. He refilled the unit with refrigerant and injected dye into the system so that it could circulate and we would return in a week or two with an ultra violet light to find and repair the leak. [redacted] was billed for this call - labor and materials - see invoice #[redacted].
On 5/28/15 [redacted] called to schedule the return visit to search for the refrigerant leak. He was scheduled for service on 6/2/15. We dispatched a service tech to his home on 6/2/15 and found the leak was due to a hole in the reversing valve. [redacted] was not billed for this visit.
On 6/3/15 the reversing waive was ordered from [redacted] manufacturing. On 6/5/15 we checked on the status of the order. (Please see email dated 6/5/15. We were told the [redacted] was currently out of stock on the part but were receiving them on Monday, June 8th. We tracked the package by way of [redacted] tracking number and were told that it would arrive on June 10th. We scheduled the repair for June 10th the day the part was to arrive. However, upon arrival the part we received was not what we ordered. We were to received a reversing waive but instead we received a small plastic cap. Please see emails and pictures dated 6/10/15 that were sent to both our distributor ([redacted]) and [redacted] directly. We asked that someone from [redacted] please notify our customer in regards to this matter because it was clearly an error on their part. Unfortunately [redacted] nor [redacted] made such telephone calls.
When we finally received the correct parts from [redacted] we notified [redacted] who explained that he contacted a different repair company and had the problem resolved. At that time he requested a refund of the Maintenance contract that he purchased on5/26/15 in the amount of $260.00. He was told that it is Morrison's policy on Maintenance contracts is that they are non-refundable as clearly stated on the contract. Please see copy of signed contract from [redacted].
Apparently there was some miscommunication between our company and [redacted] regarding the warranty of the part. [redacted]'s unit was installed on 7/27/07 and has a serial number that ends in the letter "T" which means that he would have warranty on all "refrigerant" parts for 10 years from the install date. This warranty is for "parts only", no labor or other materials needed to make any repairs to the refrigerant system. In short, the reversing valve was definitely covered under the manufacturer's warranty and this is why we ordered it directly from the manufacturer.
We sent [redacted] a letter on 9/10/15 (see attached) and explained that it is not our policy to refund the Maintenance contract money as stated on the contract. However, due to the issues he experienced we enclosed $250.00 worth of Morrison Money. This money can be used toward any services, supplies, etc needed.
RegardsCindy *. W[redacted] Service Coordinator

February 11, 2015[redacted]'s humidifier was replaced and reinstalled to meet his satisfaction last week. See attached warranty invoice explaining.
Respectfully,
Bonnie M
Secy/Treas

Review: This company charged me over $650 to repair a shorted out wire that took one piece of electrical tape to fix. The geothermal heating and cooling system at my newly purchased house, which had been installed by Morrison Inc. by the previous owner, started behaving erratically and shortly thereafter ceased to function at all. I contacted Morrison Inc., who sent out a repairman. He diagnosed the problem as a malfunctioning zone board, and I was charged $161.00 for that diagnosis. They needed to order a replacement board, which took several weeks to arrive. Once the replacement board arrived, the repairman installed it and the exact same problems started immediately, while the repairman was still there. The problem was clearly not the zone board. The repairman then took the time to properly inspect the system and discovered that a wire that powers the zone board had been left touching a high-current metal terminal during installation and had finally melted through the wire, causing a short circuit. He applied a small piece of electrical tape and moved the wire away from the terminal, fixing the problem. I was charged another $525.00 for this repair. I was charged labor and materials for replacement of a board which was NOT the cause of my problem because of a misdiagnosis by the repairmaDesired Settlement: I am requesting a billing adjustment of $161.00 for the incorrect diagnosis of the problem, $245.50 for the zone board, and one hour of labor ($74.00) for installation of the zone board. The total adjustment I am requesting is $480.50.

Business

Response:

Please see attached response.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I did request that the service technician replace the original zone board. He told me that I would be charged for the labor involved and that it would not be cost effective to do so. This does NOT change my original assertion that I was charged labor for an incorrect diagnosis of my problem, as well as parts and labor for the unnecessary zone board replacement. Upon discovery that his original assessment of the problem was incorrect, the technician should have offered to replace the original zone board free of charge and credit me the cost of the zone board if the original functioned correctly. That would have been the honest and fair solution to this problem in the first place. I am still seeking an adjustment for the labor and cost for unnecessary replacement of the zone board.

Regards,

Business

Response:

Please see attached response.