New River Heating & Air Conditioning, Inc.

Review: I have been a customer of New River Heating & Air for approximately nine years. I had trusted them to service my existing heat pump and had also taken advantage of their Energy Savings Agreement which entitled me to have my heat pump serviced twice a year. I'm a firm believer that if you have a unit serviced on a regular basis you are going to get better results. In June of last year we had them to replace a split system in a sun room addition. Because of the one year warranty associated with the split system, this caused some confusion on the renewal of the Energy Savings Agreement on our main heat pump. I had noticed that it appeared that our main heat pump was not heating or cooling as it should and after checking my files I realized that it had not been serviced since January of 2013. I called to see why my savings agreement had not been renewed and I was told that because we had purchased the split system they were waiting for the one year warranty to run out. I explained to them that this had nothing to do with the main heat pump system and I needed to have my unit checked. They sent a service representative in a matter of a couple days. The temperatures were rather mild so we were not in an emergency situation. When the service representative came to our home he began to check our unit. Approximately an hour after he arrived at our home he told us that our unit was not working. He said he didn't think it was anything that he had done. We knew the unit wasn't working properly but we didn't think it should have taken an hour for a trained professional to make that determination. He said he was new at doing maintenance and he should have checked to make sure the unit was working before servicing it. He called the office and we were given a price for repairing the unit and also replacing it. His recommendation was to just repair the unit. The next day they sent another service representative to confirm that the unit was not working. We ended up purchasing a new unit from another company because of a better price for the same product. We asked for a refund of the $140.00 Service Agreement and they were not willing to refund this because they said they were non refundable. I feel this is an exceptional circumstance and should be treated as such.Desired Settlement: I feel I should receive a refund of $70.00 which is half of the service agreement.

Business

Response:

Thank you for bringing this complaint to my attention. I will be happy to refund the customer's requested $70.00. It sounds like a simple matter to me that should have been handled without the assistance of the Revdex.com. Please tell Ms [redacted] that a check will be on its way to her tomorrow.

Sincerely yours,[redacted]

New River Heating and Air

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,