Phillips Heating & AC Co Inc

Review: A service repairman from Phillips Heating & Air Conditioning came for our annual fall maintenance and service inspection on Monday, December 9,2013. Phillips Heating & Air Conditioning had installed a new [redacted] furnace and whole house air conditioner unit in 1998, replacing a [redacted] furnace and whole house air conditioner that had been in service for twenty eight years. In November of 2007, Phillips Heating & Air Conditioning replaced a heat exchanger on the [redacted] furnace that they had installed in 1998 due to a cracked heat exchanger. The service man told us on his visit on December 9, 2013, that the heat exchanger was showing signs of cracking and that the furnace motor was leaking lubrication. The service man suggested three options to us: replace the heat exchanger and motor for around $1,200.00, purchase a new base model [redacted] furnace for $3,750.00, or, purchase a new "green operating" higher efficiency furnace for $4,350.00, which was eligible for a $150.00 federal income tax credit. In order to use the tax credit, the new unit would need to be installed by December 31,2013. Phillips Heating & Air Conditioning has been servicing our furnace in the fall and air conditioner in the spring every year since they installed the [redacted] units in 1998. They had always provided good service and we had built a trust with them over the fifteen year period. Based on that trust, we did not get a second opinion and signed a proposal to install a new furnace on December 27,2013, along with a deposit of $350.00. After the service man left, and we finally had gotten over the shock of having to replace a service maintained system for fifteen years, we began to question why the unit broke down twice in fifteen years, for a part that normally has at least a twenty year life. We then called in a second furnace and air conditioner service company who told us that there was nothing wrong with the heat exchanger and that most motors leak some lubricant. We cancelled the proposal and have gotten back the depositDesired Settlement: Since we have gotten back our deposit, and the proposal was cancelled within the three day limit, we are not seeking any type of resolution. We are filing a complaint that the service man attempted to scare us in to purchasing a new unit when there was nothing wrong with the current unit. I have sent a letter to [redacted], the owner cancelling any further service work by their firm.

Business

Response:

Our customer’s information presented to you in the form of a complaint is 95% correct, and I have no dispute with that portion of his information. However, when he reaches the point where he is relying on the comments and opinion of the second company, I do dispute those findings.

The statement that all motors leak is totally wrong. This can be verified with the motor manufacturer or the equipment representative. This information can be presented upon request. As for the heat exchanger, I have full faith and reliance on the 30 years experience and expertise of my serviceman. Therefore, I think it only fair to request a meeting at the site with the second opinion company and my representative so we can point out our correct facts and findings to their findings.

I am enclosing a copy of the letter from the customer to me and of my response. I am also enclosing a copy of the hand-written letter from my serviceman in response to this uninformed dispute.

[redacted], as we discussed in our telephone conversation, neither one of us can remember the last time we received a complaint, so I want this resolved as quickly as possible.

Consumer

Response:

Dear Ms. [redacted]:

I am writing to notify you that Mr. [redacted] of Phillips Heating & Air Conditioning Co. Inc. and I spoke by telephone on Monday, January 13, 2014. We were able to come to an amicable agreement, and I wish to withdraw my complaint, ID [redacted]. Is there anything else that I need to do to have the complaint taken off the record?

I am copying Mr. [redacted] on this letter. Please advise as to whether there is any other steps that I must take. Thank you for your time and service