New Perspective - Eagan

Complaint: [redacted] I am rejecting this response because: Builder failed to provide cost break down until after the A/C was replaced(email from Justin with attachment states the unit was 2500.00) (attached to this document) You would not have known that the coil in the Trane was damaged just on process of hands on problem solvingYou wouldn't need to replace the unit, line set or coil at on-set of issuesIt is a process of problem solving Paul"s Air F/X is resolute that the Trane unit WAS a factory defect as it was crossed threaded and NOT damage from the theft of the A/C unitPictures were taken by Paul's Air F/X Paul's Air F/X is equally resolute that the coil in the Trane unit in the garage, was NOT damaged in the theft of the A/C unit given the way that consciousness of the thief: a Theft Knew what they were doing when they took the A/C b The thief left to inches of copper pipe and wiring c Thief took care to crimp the end of the copper pipeSomething only someone who knew what they were doing would do Line sets and coil work are not automatic replacement parts when replacing an outside A/C unit and would not be part of the cost breakdown Line set may have been damaged in theft, however Paul's Air F/X believes that the work was not completed to standards due to the large amount of oil soaked insulation in the line setPictures were taken Line replaced in process were removed and taken back to Paul's Air F/X shop and reviewedPipes showed crimes/buckles in weld of linePipes were keep Contact Paul"s Air F/X for pictures and verification ( [redacted] ) Please let me know what other documents you might need Sincerely, [redacted]

We’re so sorry that your experience has been difficult in the first few months of new home ownership While the customer is entitled to her opinion that the builder is responsible even after the original system was torn apart by thieves, then meddled with by an outside contractor, this is not the generally accepted resolution The Industry Standard approach is for the insurance carrier to supply new parts and assure proper operation This is primarily due to the fact that it’s virtually impossible to identify concretely how the parts were damaged At this point, any assertion that it was an original installation issue is just speculation It’s more likely that it was damaged by thieves or even caused during the insurance contractor’s work on the system This position is supported by the Insurance Carrier’s actions They simply addressed the issue in a timely and professional manner, as expected from a reputable Insurer Practical experience with stolen air conditioners suggests that the coil and line set were likely damaged during the theft, as this is usually the case The typical approach from a seasoned contractor is to supply all new parts, included the coil and line set, regardless of any damage This not only assures the immediate operation of the system, but prevents impending future failure due to undiagnosed damage Bottom Line: This issue originated as an insurance claim, and was resolved as an insurance claim It did not constitute a Builder Warranty issue, as defined by conventional terms Columbia Ridge Homes will continue to stand by you during any first year warranty concerns

Complaint: ***I am rejecting this response because:
This is not my opinion, but the knowledgable response from the second vendor who is licensed and registered in Heating/Air Conditioning work and has considerable years of work experience in the field The GC does not have these endorsements but contracts the work out to subcontractorsThe second vendor did NOT meddle but provided a solution for work that others completed and would NOT return calls from me, the insurance agent or the insurance adjuster The insurance company place is to provide replacement of equipment that was stolen based on the information coming from the GC and the subcontractorsSince that contact was NOT made from the GC or the subcontractor the insurance company provided a second option to contact another vendor in the fieldThe original cost of the work (earlier email attached to last response) was for a set amountNO cost break down was given tunnel AFTER the unit was replacedThe second vendor has already stated that damage to the line set might have been caused but suspects that given the consciousness of the thief who knew what he was doing (leaving to inches of wiring and copper pipe and crimping off the copper pipe) shows more gentleness than the GC cares to admitThe second vender is clear that the coil in the Trane unit was factory defect from :cross threading the coil) and NOT caused by the gentleness of the theftAgain pictures were taken by the second vendor and the original line set pipes were held at the second vendors shop for review The insurance company addressed the issue in good faith that the original work on the new home with warranty was completed to industry standards. Again the GC refuses to accept responsibility for his work and that of his subcontractor, who to this day we (me, insurance agents, insurance adjuster and the Revdex.com) have not heard from even though I filed a complaint against both the GC and subcontractorThe GC's lack of supervision of his subs to oversee the quality work in an efficient and timely manner is appallingThe lack of communication from either the GC and the subcontractor is equally appealing when attempting to resolve issues of warranty and grantees Had the GC and subcontractors responded in an efficient and timely manner I would not have had to seek assistance from the insurance companyHad I and the insurance company received a total cost breakdown of the replacement and repairs at the onset would have been helpfulHow ever the cost break down did not come until after the unit was replaced and the insurance company asked that I attempt to see if the GC would provide one for their recordsAs I stated and provided the original email (early on) from the GC where he states only the total cost not a breakdown of cost Sincerely,*** ***

The Builder’s new home warranty does not cover theft or damage from abuse. A heating & cooling system involves several interconnected components. When the outdoor air conditioner was stolen, damaged was caused to the coil and line set. The builder provided a quote to replace
all the damaged components, however the Customer chose an outside contractor to perform the work. The outside contractor only replaced the outdoor unit and the system did not function properly. At this time the Customer requested that the Builder replace the remaining damaged components under warranty. The builder explained that the parts were damaged from the theft and are not warrantable. Below is a timeline of events. Written documentation is available for verification
March 15,
Customer was notified that her air conditioning unit was missing
March 16,
Builder provided the serial numbers and Quote to replace the Air Conditioner and all Damaged Components
May 31,
Customer requests a cost for the air conditioner unit.
June 1,
Builder forwards previous Email that identifies the Quote she requested
June 3,
Customer requests the Heating and Cooling Contractors contact info. The builder provides it that day
June 7, (Business days later)
The customer notifies the Builder that she’s hired an outside contractor due to ‘Lack of Customer Support.’
July 7,
The Customer calls and notifies the Builder that her outside contractor replaced the outdoor unit, but the system doesn’t work
July 8,
The Builder notifies her that the system doesn’t work because the coil and line set were damaged during the theft. The Builder quoted a price of $to replace the damaged parts.
July 13,
Customer requests a breakdown of the original lump sum price to replace the air conditioner and associated damaged components
July 18,
The Builder provides the cost break down as requested from the Customer

We’re so sorry that your experience has been difficult in the first few months of new home ownership.
 
 
1.       While the customer is entitled to her opinion that the builder is responsible even after the original system was torn apart by thieves, then meddled with by an outside contractor, this is not the generally accepted resolution. 
 
The Industry Standard approach is for the insurance carrier to supply new parts and assure proper operation.  This is primarily due to the fact that it’s virtually impossible to identify concretely how the parts were damaged.  At this point, any assertion that it was an original installation issue is just speculation.  It’s more likely that it was damaged by thieves or even caused during the insurance contractor’s work on the system. 
 
This position is supported by the Insurance Carrier’s actions.  They simply addressed the issue in a timely and professional manner, as expected from a reputable Insurer.
 
 
2.       Practical experience with stolen air conditioners suggests that the coil and line set were likely damaged during the theft, as this is usually the case.  The typical approach from a seasoned contractor is to supply all new parts, included the coil and line set, regardless of any damage.  This not only assures the immediate operation of the system, but prevents impending future failure due to undiagnosed damage.
 
 
3.       Bottom Line:  This issue originated as an insurance claim, and was resolved as an insurance claim.  It did not constitute a Builder Warranty issue, as defined by conventional terms.
 
Columbia Ridge Homes will continue to stand by you during any first year warranty concerns.

Complaint: [redacted]I am rejecting this response because:
1.  Builder failed to provide cost break down until after the A/C was replaced. (email from Justin with attachment states the unit was 2500.00) (attached to this document). 
2.  You would not have known that the coil in the Trane was damaged just on process of hands on problem solving. You wouldn't need to replace the unit, line set or coil at on-set of issues. It is a process of problem        solving.
3.  Paul"s Air F/X is resolute that the Trane unit WAS a factory defect as it was crossed threaded and NOT damage from the theft of the A/C unit. Pictures were taken by Paul's Air F/X.
4.  Paul's Air F/X is  equally resolute that the coil in the Trane unit in the garage, was NOT damaged in the theft of the A/C unit given the way that consciousness of the thief:
 a.  Theft Knew what they were doing when they took the A/C
 b.  The thief left 18 to 24 inches of copper pipe and wiring
    c.  Thief took care to crimp the end of the copper pipe. Something only someone who knew what they were doing would do.
  
5.  Line sets and coil work are not automatic replacement parts when replacing an outside A/C unit and would not be part of the cost breakdown.
6.  Line set may have been damaged in theft, however Paul's Air F/X believes that the work was not completed to standards due to the large amount of oil soaked insulation in the line set. Pictures were taken.
7.  Line replaced in process were removed and taken back to Paul's Air F/X shop and reviewed. Pipes showed crimes/buckles in weld of line. Pipes were keep.
8.  Contact Paul"s Air F/X for pictures and verification ([redacted]). 
Please let me know what other documents you might need. 
Sincerely,[redacted]