Norstar Heating and Cooling, Inc.

Norstar Independent Heating & Cooling, Inc . Electric, d.b.a Revdex.com [redacted] 
[redacted] ID: [redacted] Dear [redacted], We are in receipt of the complaint. Mr. [redacted] was given all the documentation, including the...

instruction on how to register the equipment to obtain the warranty. When we called Carrier they indicated that he had not registered his equipment by sending in the required documentation. Unfortunately we are not able to pass on warranty that is denied by the manufacturer. Mr. [redacted] tries to make a point that the invoice states that he is entitled to 10 year’s warranty but at the same token why did he not read the attached warranty paperwork that explains what he needs to do to get that warranty. The paperwork was all there for Mr. [redacted] to act on but he did not. Furthermore the amount disputed is quite a bit less than the amount claimed, the actual part is around $150.00 and the rest is labor which is not covered under factory warranty. Where I feel for Mr. [redacted], it was his responsibility to send in the card which he didn’t, furthermore it is not Norstar’s warranty to honor but Carrier’s. However if mr. [redacted] would have contacted my service manager on this subject I am sure we would have been able to work this out. Whereas we can’t warranty the part I am willing to give him an in store credit for future purchases or services in the amount of the part as listed above as a gesture of good will to mr. [redacted]. I hope to have informed you in regards to this complaint P.S.: Currently it is possible to register the equipment via the internet and we started to register the equipment as an added service to the customer. Unfortunately we did not have this internet option available when mr. [redacted] equipment was installed. Best Regards, [redacted], President [redacted] 
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[redacted] and his staff helped to order me a part for my heat pump. I live in a different part of the state and they did not get anything out of the transaction but they spent a lot of time ordering the part and getting it shipped. I really appreciate how friendly and helpful they were in getting my system up and running again.

Review: We purchased a Carrier Heat pump and Norstar installed it on 02/25/2010. Our invoice clearly states that" the installation will be provided with a 1 (one) year labor warranty and a 10 (ten) year factory parts warranty." In the last 1-2 years we have had issues with "PARTS" that need to be replaced. The first time we were under warrant but now they are say we are out of warranty. U[on conversation with Customer Relations I was informed that had we registered the Heat Pump with in 90 days we would have gotten the warranty to "reflex" to 10 years. The technician that installed to Heat Pump NEVER told us that we had to do "A,B OR C" in order to get that extra five year warranty. Carrier Services has been sent a copy of our invoice along with an email of our displeasure with them and with Norstar.Desired Settlement: Honor warranty and give us credit for the monies we had to pay for parts that should fall under the 10 (ten) year warranty as stated on our invoice dated 02/25/2010

Business

Response:

Norstar Independent Heating & Cooling, Inc . Electric, d.b.a Revdex.com [redacted]

[redacted] ID: [redacted] Dear [redacted], We are in receipt of the complaint. Mr. [redacted] was given all the documentation, including the instruction on how to register the equipment to obtain the warranty. When we called Carrier they indicated that he had not registered his equipment by sending in the required documentation. Unfortunately we are not able to pass on warranty that is denied by the manufacturer. Mr. [redacted] tries to make a point that the invoice states that he is entitled to 10 year’s warranty but at the same token why did he not read the attached warranty paperwork that explains what he needs to do to get that warranty. The paperwork was all there for Mr. [redacted] to act on but he did not. Furthermore the amount disputed is quite a bit less than the amount claimed, the actual part is around $150.00 and the rest is labor which is not covered under factory warranty. Where I feel for Mr. [redacted], it was his responsibility to send in the card which he didn’t, furthermore it is not Norstar’s warranty to honor but Carrier’s. However if mr. [redacted] would have contacted my service manager on this subject I am sure we would have been able to work this out. Whereas we can’t warranty the part I am willing to give him an in store credit for future purchases or services in the amount of the part as listed above as a gesture of good will to mr. [redacted]. I hope to have informed you in regards to this complaint P.S.: Currently it is possible to register the equipment via the internet and we started to register the equipment as an added service to the customer. Unfortunately we did not have this internet option available when mr. [redacted] equipment was installed. Best Regards, [redacted], President [redacted]

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