Move With Us, Inc.

*** *** contacted us on 7/14/to come look at his failing air conditionerWe came out on our next available date, the 17th, to find the outdoor unit had overheatedDue to the location of his unit, his air conditioner was running in ambient temperatures much higher than normalThe situation
presented itself as a simple case of overheatingWe came back out on the 24th when informed that the system had failed againThis time, because the system was able to run, we were able to notice that the indoor expansion valve (TXV) was not letting enough refrigerant back to the outdoor unitThis lack of refrigerant was contributing to the compressor overheating and fit with the scenario we saw when we were out earlier in the monthWe advised *** *** of the issue, ordered the specific part from the manufacturer, disabled the outdoor unit to prevent more overheating, and informed *** *** of our actionsWe advised *** *** to leave the unit disabled.Climate came back out on 8/2/17, once the part had been delivered to us from the manufacturerUpon arriving at the property, we found the unit running*** *** informed us that he had run the unit, against our instructions, while he was waiting for us to return with the partThe TXV was replaced, and the system was running on the afternoon of the 2ndWe received a call the next day informing us that the system was not coolingWe came out the same dayOur technician found that the outdoor unit compressor had failedThe motor had stopped working, and the refrigerant had become acidicWhen a unit overheats, it can change the chemical makeup of the refrigerant into an acidic compoundWe informed *** *** of the failure of the outdoor unit, which was separate from the repair made to the indoor unit the day before, and gave him a quote to both replace the compressor or to replace the outdoor unit*** *** emailed me asking about the warranty of the unit, and I responded an hour and half later, on the 8th of August*** *** was informed that both the manufacturer’s warranty as well as our own required yearly maintenance on the unitBecause Climate had not done the maintenance, we would need proof of the maintenance in order to meet the terms of the warranty*** *** did not respond to my email, or call the office to arrange either a repair or a replacementThis complaint from the Revdex.com is the only communication we have received from *** *** after we sent the email to him

On November 23th, ** *** contacted us to help repair his *** heat pumpHe informed us that the outdoor unit never came on during the entire last winter and should be under a manufacturer's warrantyWe informed him that we would be happy to look at the unit, but we would have to charge labor
rates for the service and there would be additional charges should the problem not reside in the *** unit itself.Our technician arrived at 10:am on November 24thHe investigated the unit and found that the thermostat was not wired in such a way as to turn on the outdoor unitHe rewired the thermostat and indoor unit (both not *** pieces of equipment), verified that the outdoor unit came on to provide heat, and closed the ticketFor the hour and a half of labor and diagnostic, we charged ** *** $210.00.We we called back later that day because the outdoor unit stopped workingUpon investigating the unit, we found the unit off because of a high pressure situationWe were informed by ** *** that he was not willing to pay for fixing this issue and he felt that this was ***'s problem and should be covered under his warrantyWe explained to ** *** that it did not look like there was an equipment failure on the heat pump and that the installation of the unit was to blameThe *** unit was matched up with a Frigidaire unit and we could not determine at the time if the unit was even compatible with the *** heat pump** *** was adamant that he felt the blame lay with *** and that he felt he should not payWe told ** *** that we would look into the issue for him after the Thanksgiving holiday. When *** *** *** performed the repair, they did not adhere to ***'s warranty procedures, apparently as directed by ** ***. ** *** feels he should not be charged for the work we performedHe feels that no repair work was performedClimate Heating and Cooling stands by our charges and completely rejects the idea that no repair work was performedWe feel the following points are germane to this complaint. 1) ** *** had noticed that his outdoor unit did not come on during the entirety of the winter of 2014-when the thermostat was calling for heatAfter our first visit, the outdoor unit was operational when the thermostat was turned to the heat modeThis clearly shows that a repair was made and that repair satisfied his complaint. 2) After the thermostat was repaired, the outdoor unit was runningWhile it was running, it experienced an increase in pressure outside of it's parameters and shutdown to protect itselfWhen investigating the problem, we were unable to perform any repairs without the involvement of ***'s warranty department if we were to honor ** ***'s request of having the work performed under the terms of the warrantyTherefore, after more than an hour and a half of labor between 5:and 7:at night, we could not perform any repairs under the warranty conditions and would have had to charge ** *** for the work** *** refused to pay for the labor, and we left the unit in the only condition we could so as not to void the warranty. To quote ** ***'s warranty from *** (see attachment) "The Owner will be responsible for all shipping, freight and handling charges, as well as all fees and costs associated with the warranty service, including, but not limited to, all labor and other costs involved in diagnostic calls or in removing, repairing, servicing or replacing any component***' sole responsibility under this Limited Warranty is to provide a replacement component as set forth above." As this is the warranty ** *** wanted us to adhere to, we feel the charge stands

Climate feels we have made our points as clearly as we can** *** has testified that his thermostat was repaired and that he changed the scope of work when he hired another companyHad Climate been provided the same scope of work, we could have provided a similar repair. Climate feels that we have been as clear as we can as to ** ***'s charges and why they still stand as valid chargesIn an effort to end this matter, Climate is willing to halve the charges of the second trip bringing the outstanding balance from $to $210, providing ** *** also sends a signed document indicating that the issue is fully resolved

I stand by my earlier comments. The fact that Climate, as service provider, did an analysis of the problem in July, determined that it was the air handler and not the heat pump, completed work on the air handler which failed to resolve the issue and then blaimed the me the client for the system not working speaks volumes of its business practice.

[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]
 Complaint: [redacted]
I am rejecting this response because:
First time you guys come and fixed something , I paid $210 already. did I ??????????????  second time you guys come back on the very same day, what did you do ??? besides telling me there is a mis-match between inside unit and outside unit??? what else did you do??? how on earth you could justify additional $421 ? this $421 dollars is charged for what??????????????????? for telling me there is nothing you can do ???????????  Please stop this back and forth email. I am very mad about this whole non-sense. you need to cancel $421 as a whole.... 
Regards,
[redacted]