Narrows Heating & Air Conditioning Inc

We did install a system for Mr ***He needed to have a refrigeration repair and I emailed Mr *** a detailed quote of the repair cost that listed items that his Trane Extended Warranty did not cover, at that time Mr *** chose to have a different dealer do the repair. I was very
upfront with the costMr *** Extended Warranty is through the Trane Company not Narrows Heating, the consumer can chose any Trane Dealer to provide services which Mr *** did and the dealer was paid from the Trane Extended Warranty CompanyThe refund that Mr *** is seeking was paid to the Trane Extended Warranty Company for the Warranty that Mr *** still has on his systemNarrows has provided service to consumers that other Trane dealers have installed, it is very common

Complaint: [redacted]I am rejecting this response because: They have not addressed the issue of refusing to provide service to the equipment forcing me to use alternative vendors which will be costly. They are the service provider listed on the purchased agreement.
If they do not want to service the equipment they installed, then they need to transfer the warrant to another authorized dealer of my choice and get Trane to agree.
Why would they nor service equipment they installed?
Sincerely,[redacted]

[redacted], thanks for your help. The question I asked was “Why did they refuse my request for service?” They responded to the issue I had in Apr.2016. I had no problem with the charge, only wanted assurance of warrant coverage and a detail on the items.
_______________________________________________________________________________<...⇄ />  
Question:
“Gale, what constitutes the $175. I see two items not covered. How much is each item? What would be welded, this I a copper line and needs to be a soldered joint.?”
Thanks,
[redacted]
Answer:
“System up with nitrogen after repair is made to make sure there are no other leaks. The driers have to be welded in to make sure that no contaminates in the systems before recharging system with new refrigerant to avoid restrictions in the system. You are most welcome to contact a different Trane dealer to do this repair for you.”
 
I did go to another dealer who repaired the broken tube. -$85.00
 
Oct. 10, 2016 Problem returned.
I recalled the other dealer as well as the Trane warranty service and was advised as it could be an installation issue which is not covered by warranty that I should call Narrows who did the installation – familiarity with the install.
Oct. 13, 2016
Called Narrows to schedule a service call got this response from Narrows.
Response: “I have been out of the office and understand that you called and Lana came out and found that your system is flat on charge again. I recall that you had another company come out and repair the system back in April as you felt the charges for the items that Trane does not cover under your extended warranty were not correct. I am not sure why you would call us to return as the items for such repair would still be your responsibility. It was very uncomfortable for both you and I.
Gayle
Narrows Heating”
________________________________________________________________________________...⇄ /> I immediately called to inquire when they could schedule and was told that because of past discussion around the invoice details that she was not comfortable providing service, and would not transfer me to any other department and then hung up in my face, no explanation.
 
Narrows did a great job on install and evaluating the right configuration for my home, furnace and heat pump. Fully satisfied. I even recommended them to two of my neighbors.
I see no reason for them to deny service to the equipment they installed as Trane recommended I recall them.
 
If there is a way to get a reasonable response for the Oct. request I would appreciate you reopen this case.
They only responded to the Apr. issue.
Also I talked with Trane and they confirmed that only a portion of the Service Contract price ($1128) goes to warranty, the rest is kept by Narrows.
So they really did not address any part of my original complaint.
I had to get another dealer and it cost me $199.18 to start again.
 
Thanks for your time,
[redacted]

I provided a detailed quote listing the items that were not covered under his TRANE extended warranty and Mr [redacted] chose to go to a different service provider, at that point I DID NOT refuse service, it was his choice. He moved on to a different service provider. He attempted to return for service again and I encouraged him to go to the dealer that he recently had called.