Northeast Ductless Heating and Air Conditioning

Mr *** agreed to pay all labor, shipping and handling charges prior to work on the system I installed for him years priorMr *** also agreed to each of several on site work appointments prior to appointmentsMr *** provided access to site each time and was there when advised of system statusI have followed it through this difficult diagnostic approach thoroughlyThe end solution was to replace the power board for the Second timeA bad replacement power board is likely cause. Mr *** on two occasions was told his abusive tone would not be acceptedHe did remain calm through the remaining ordealHowever, Mr*** at one point did refuse to pay for a partial bill and began to negotiateI respectfully explained that my bill was fair and honest and due in full as previously agreedI then explained if I could expect not to be paid then I would not be able to come back and workMr *** called the manufacturer who contacted me for detailsThat day I made an appointment with the Field Support team of the distributor and followed up to resolve the repair issuesI can understand Mr ***'s frustration through this unusually difficult problemI can assure you he was handled respectfully and honestlyHis frustration only made it more stressfulI did not charge him for fuel for the return site visits as a grace. In conclusion: It was an unusual problem that was handled properly and resolvedThroughout this process Mr *** was looking to get the manufacturer to pay and made several callsHe also asked me if it was due to an electrical surgeI believe now he wants my hard earned honest money to compensate his misfortune. Respectfully, Larry *** years never a complaint that went this far!

Resolved

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Although the problem of the inoperative a/c unit has been...

resolved, the consistently unprofessional way I was treated as a customer has not been.  It took Larry another visit, assisted by a tech from a distributor, to accurately resolve the problem. In the meantime, I have paid this company over $600 in labor fees. Since the problem was resolved with the help of Kent from [redacted], it is obvious that the time spent at my house by Larry during his various visits and the money I paid for his time were both wasted. Once he replaced the compressor, it seems that he didn't know what he was doing, was unable to properly diagnose the problem, got increasingly frustrated, and implied in several statements that he was done with the job, and that I should handle it with Mitsubishi.  I would expect a partial refund of the "labor" charges in the amount of $300 to call this situation revolved.  Regards,  [redacted]