Murphy Homes, Inc.

Complaint: ***
I am rejecting this response because: several details are inaccurate: the unit failed on February 10th, I was supplied with two space heaters not three, the unit was indeed repaired on March 20th and failed again March 22, and was repaired a third time on that date. I also cannot accept that it takes weeks--during winter--to obtain parts for a one-year old unit (thus not an outdated model). I believe I was disregarded as a priority and disrespected as a customer; when the part finally became available it should have been installed immediately, not days later.
Sincerely,
*** ***

THIS IS THE FIRST I HAVE HEARD OF THIS PROBLEMIF CUSTOMER WOULD HAVE CONTACTED ME I WOULD HAVE TAKEN CARE OF THE PROBLEM IMMEDIATELYI WILL LOOK UP THE COLOR OF THE CABINETS AND GET HER A NEW PANTRY DOOR AND ALSO REPLACE THE OTHER WARPED DOORI OFTEN FIND THAT IF I AM NOT MADE AWARE OF A
PROBLEM IT CAN SLIP THRU THE CRACKSWE STAND FULLY BEHIND ALL THAT WE SELL AND INSTALL I WILL CONTACT HER TODAY AND RECTIFY THE PROBLEMIF THE CUSTOMER WOULD HAVE CALLED ME DIRECT IT WOULD HAVE BEEN RECTIFIED WITH A WEEK

I talked to Jim T[redacted], numerous times, including having him over to my home to look at the problem.  When he called me on Friday, he said that he didn't know about the problem.  I didn't argue, as he said that it would be resolved that day or the next.  That was over 5 days ago, and to date - I have not heard from him since.  I really wanted to believe that he would follow thru, but perhaps things are so busy there, that he cannot remember.  The same day he was over to look at the needed repair, he gave me an estimate for flooring for the upstairs.  I asked for it to be emailed to me for review and to show my husband, and to date - still nothing.  Perhaps that will remind him of this account.

I will find out where we went wrong and take care of the customer. It should have never got this far.. 
 
Doc H[redacted]

To whom it may concern,On February 2nd, 2017, Holliday Heating was dispatched to the clients address for a no heat call. Once our technician arrived, he found that the outdoor coil had a leak, which caused the loss of all of the Freon in the system. We did leave the client with three emergency space...

heaters to keep warm. Our technician ordered the part, which was under warranty immediately. The supplier gave us a two week time frame for it arrive from the factory. The time frame is indeed lengthy, and Holliday Heating does not want to leave any clients without heat especially when a client has invested almost $10,000 into it. After three weeks we still had not received the coil. The client called our office to see what the status of the coil was. We then called the supply house to see if they could locate the part. They told us it had arrived but it had been lost. Our comfort advisor then called the client to ensure her that we were working on getting the coil located and would installed as soon as possible. Once the coil arrived after five weeks of waiting, we had a Holliday Heating Technician install the coil on March 16th, 2017, to get the unit up and running. The repair did take longer than expected, which can happen in our industry. Our technician returned to get the unit running on Saturday, March 18th, 2017. When the repair was finished the technician had a problem with getting the unit to start. Unfortunately, we could not get tech support that day from the factory as it was the weekend. The technician then returned on Monday, March 20th, 2017, to complete the diagnosis and found that a thermistor had gone out with the coil was well. The technician ordered a new thermistor and the part was installed on March 22nd, 2017. There is no reason as to why we should have waited five weeks to receive the coil. Our supplier let us down with the delivery of the coil. The client has every right to be frustrated and we could not apologize more for the inconvenience of this repair. We do realize that that the emergency space heaters are a “band aid” way of heating a home, but it is all that we could offer at the time. If this outdoor unit ends up being a lemon, it will be replaced under warranty. The unit is working well as of March 22nd, 2017. Sincerely,The Team at Holliday Heating.

LINDA PARKER APPARENTLY DOES NOT ALWAYS ANSWER HER PHONE OVER 5 CALLS HAVE BEEN PLACED TO REMEDY HER CONCERS ON THE KITCHEN CABINETS WE WILL CALL HER AGAIN TODAY I DON'T KNOW ANY OTHER SOLUTION BUT TO KEEP CALLING SHE ALSO LIVES ON AN ISLAND IN THE CARIBBEAN AND THAT MAY BE WHY WE ARE STILL TRYING TO CONTAT HER WITH NO ANSWER