Office Systems Installations

After reviewing the customer records I have found the following.April of we performed a service call and found the condenser leaking We recommended replacement and installed a new system completing the work on May Our next call from Mrs *** was for the purchase
of a case of filters on July No labor was charged.February of we were called to check the system and found nothing wrong at that time We did change the filter for the customer We did not charge the customer for this service call.Our next contact on March of was for the purchase of a case of filters No labor was charged.June 10, the customer contacted us to check the unit because the filter was wet We cleaned the condensate drain and verified the unit was cooling properly We presented the customer with a bill for for the service call.September 16, the customer called that the filter was “sucking up into the unit” A service technician checked the unit and did not find a problem but recommended a filter with a sturdier support structure We did not charge the customer for this service call.March 14, Heater not working We replaced the electric heat module and billed the customer $368.00.March 21, heater quit working We replaced of the new fusible links in the heater We did not charge the customer for this call or partsMarch 28, heater quit working again We replaced the fusible links again and did not charge the customer for the service call or the parts.November 18, We found the heater relays had failed This was a Friday night but we called the vendor and had them ship us the parts next day delivery The parts arrived on Tuesday morning November 22nd and we installed and verified operation These were factory parts and not carried locally The technician had contacted me on this before receiving your letter and I had already marked this off as a Warranty call.Our parts and labor are warrantied for months from date of install which would cover heating element section we replaced and billed for in March of this year.Filters, seasonal checks, drain cleanings and filter changes are not covered by any warranty.Ultimately I feel we have made every effort to take care of this customer but certainly understand the frustration when a piece of equipment fails on a Friday night and you have to wait for parts I believe we have made a concerted effort to take care of this customer as they have been a loyal customer for many years.I contacted the son but he was busy and said I need to talk to *** I called her cell phone and left a voice message with my contact information including my cell phone number but have yet to hear from her.Thank you.*** ***

Complaint: [redacted]
I am rejecting this response because:First he did not tell you I was in cross walk with kids when he called me. I help school out with traffic and cross walk its volunteer because the church asked me for help. Second we show no record of him calling [redacted] he has her mobile and home numbers. Its up to him to contact us we have contacted him before and [redacted] had to just hang up because of the rude person which is unknown to us. We have all the paper work but we did not get a unit that was installed in order to keep coming back and worked on ... The dates of some of the stuff he stated are true but he did not say that several times we had to go with out heat or air because of the poor workmanship and failure to install the unit correctly. We have paper work showing that we had to have other people come look at unit and fix what they did not do correctly . Even on month we had over 800.00 dollar electric bill because of poor workmanship.   I will not change what I have asked for but if you advise to go ahead and let lawyers take care of this I will but will be wanting mental and emotional claim. Also I have asked them twice to file a claim with their insurance November the 17 and then again Nov. 18th we have not heard from adjuster and feel that the State Board of Insurance needs to be contacted. I feel this unit is a Lemon and sold so they could keep coming back to service it. The insurance claim is for as told employee for workmanship and the unit as a lemon. I have left many messages on phone during the three day this last time we were without heat... And my phone has the record. They were text messages and never got reply because it was coming up on Thanksgiving and it might of been to much troubles. The funny thing is every time it was worked on by his company they claimed it was filter and we bought a bunch of filters from them and replace every two weeks or less so this could again be their fault for not installing unit right but on the drain I did fix. I put a little can under the pvc pipe to help it drain but the man that was out here claimed it was just service. The unit now is really not heating right and makes a loud noise when it kicks on this has [redacted] a 80 old woman unable to sleep well and scared of this unit...... When you want copy of all our paper work please let me know. Thank you [redacted]
Regards,
[redacted]