Phipps Cleaning Service, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Concerning the HVAC system at *** *** *** whenever a call was made to the service deptat Robbins Heating and Air (except for the last time when I spoke to *** initially) I was told that it was not installed by them and that *** Robbins did that job and they were not responsibleI had to speak with *** who I had contracted with in order to get service. Even on the last service call and upon receiving a bill I contacted Robbins service and billing deptand neither could not find record of installAgain I would have to speak with *** to get things sorted out. Robbins Heating and Air also installed a very similar system in another renovation in September of not done by *** Robbins but by a crew that works directly for Robbins and we have not had any service issuesWe have rentals and replace or clean filters at the change of each season, times/year
Regardless of who did the job and how much experience was on the install at *** *** *** failures within years and less than months on a brand new unit installed in a totally renovated home is certainly not the normWe feel that these service issues will continue and can only be satisfied with a blanket warranty for years including all parts and labor
Regards,
*** ***

[redacted]
Revdex.com:
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,
[redacted]

I [redacted] Owner/Service manager of Robbins Htg have reviewed Mr [redacted] account. Robbins did have service tech at [redacted] 1/03/2018. This invoice # 93206 was for $120.00. This invoice WAS NOT paid. Robbins will mark this call as a no charge and take the balance off of our...

books. Not sure what happened on 1/17/2018. Robbins had service call scheduled after 1:30 and this call was assigned to a service tech. Do to the road conditions and cold weather we had not made it to Mr [redacted]'s home yet when he called back and cancelled call. Not sure if there was a misunderstanding between dispatch and Mr [redacted] at that time. Robbins will Mark original call off as a no charge per Mr [redacted]'s request. My dispatcher leaves at about 5 pm and this may have contributed to misunderstanding.    Thanks [redacted]

[redacted]
HISTORY 4/27/13 Robbins installed a [redacted] heat pump system with duct system. This system was installed by crew furnished by Robbins Heating & A/C. Lead man on job has 40+ years experience and holds a Ky...

Master License and also Ky Journeyman License. Two other installers on job both have 15+ years experience apiece and both have Ky Journeymans Licenses. System was sized and designed by [redacted] Robbins.
12/12/13 Service for low heat. Found auxillary heat not operating. Replaced faulty limits in heat strip package. Cleaned dirty filter and replaced limits. The factory limits were prone to fail if system ran with filter dirty or power failure while heat strip was on. [redacted] Manufacturing recommended replacing limit with newer style which was done. This was done as a warranty call, no charge.
2/12/14 Service for heat pump freezing up. Reset parameters for defrost from factory settings to shorter run time between defrost cycles. Common thing with heat pump system as manufacturer factory setting are least aggressive for energy efficiency warranty, no charge.
12/5/14 Heat pump freezing up. Found low voltage wire at air handler not making contact. Remade low voltage connections at air handler and checked all wiring. This was a call back on install. Was no charge.
7/18/15 Overtime Saturday service for no cool. Found faulty dual capacitor in [redacted] heat pump. Replaced capacitor and rechecked system. A capacitor failure is common in asg's and heat pumps in hotter weather. Part was in factory warranty. No charge for this call.
System was designed and installed properly by experience/licensed techs. I have no control over parts failures or design of equipment. The manufacturer does recommend seasonal service for system and filter changes.
I feel Robbins has been more that fair and has responded quickly and promptly to all calls for service. The 7/18/15 Saturday call was done as a priority call by Robbins on call tech. Robbins does warranty workmanship and quality of its installs. Robbins is not responsible for parts failures in equipment. The manufacturer has a limited parts warranty and furnishes replacement parts if needed. Normal labor warranty from Robbins is 1 year. Robbins has warrantied labor for over 2 years at this time and has responded to calls for service promptly.
Robbins will warranty workmanship of the install at [redacted] for a total of 5 years (till 4/27/2018) but will not warranty maintenance or parts failure that are beyond our control. -
Thank you,
[redacted] Robbins
: