Pirrone's Heating & Cooling Inc.

Dear [redacted]:
Thank you for your message regarding a customer that was unhappy with our services.  Please accept the information below as our response.
 This customer originally came to us through a warranty company in May of 2008.  Her unit...

failed and her warranty company called us to service.  They agreed to replace the outdoor unit through her contractual agreement with them.  We explained to the customer that she should consider replacing the indoor unit at the same time.  The customer agreed to purchase the indoor unit and we proceeded with the installation of both units.  Typically, warranty company equipment carries a 5-year warranty.
 
In the customer’s complaint she mentioned that our company owed her a preventative maintenance.  We did try to reach the customer back in October and December of 2010 as we also had realized she was owed a preventative maintenance.  However, when we called to try and leave a message her voicemail had not been setup (I retrieved this information from notes typed in her customer information in our software program).  The next contact between us was when the customer called in June of 2012 because her unit was not cooling.  She mentioned the preventative maintenance that was never done and we waived her $** diagnostic fee and proceeded to diagnose the problem.  She had a bad motor and we repaired the unit.
 In May of 2014, the customer called again stating the unit was not cooling and again she brought up the preventative maintenance that was never done.  Our representative explained that we could certainly have a maintenance performed for her.  (Note:  We agree to provide a free maintenance to
customers that purchase complete systems from our company.  This is a standard practice with us.).  She made the service appointment and we
diagnosed a bad fan motor and blower wheel.  She also had high airflow restrictions such as dirt and debris in the blower assembly, evaporator and condenser.  We explained that her part for the indoor unit was no longer under warranty and that the cost of the repair would be her responsibility.  She became upset and we explained that we work with all of our customers on payment.  The customer then insisted she had a 10-year warranty and our office agreed to manually search our files for a hard copy of a possible 10-year warranty.  We informed the customer that this would take time since we had a server crash in 2010 and we would call as soon as possible if any paperwork regarding this issue was found.
 
The next day, the customer showed up at the location of our old office.  She did not call that morning to let our office know she was coming, so
I sent the technician that diagnosed the bad motor to her location since he was
in the area.  He tried to speak with her when his supervisor arrived and she immediately began crying and telling her
side of the situation.  She then stated that her husband had already called another company to fix their unit.  The supervisor asked why we were having this
discussion and what it was that she wanted.  He asked if it was the money she had already paid and she said yes.  He told the customer that he would have a
check cut today and delivered to her home.  She seemed fine with that arrangement. We issued check no. [redacted] on May 28, 2014 for the amount of $[redacted] and had it delivered to her home before 5:00 p.m.
 
Thank you.
Sincerely,

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
 
I explained the [redacted] that I would look for my paperwork and will come by their office to show them what I have.  She did not tell me then that they were running their business out of their home.  My concern is the Company could not produce a copy of the purchase of the furnance which I paid $4350.00 in 2008.  [redacted] was the Tech that came out.  He looked at the system and told me and my Husband who was on spreaker phone that the $95.00 would cover everything.  We asked him a second time would this be the cost for everything.  He said yes.  The Tech told us the when they replaced the motor last time that the tech should have replace the blower fan and that tech is no longer with them.  He drew us a picture of what should have been done in 2012.  after that I did not hear anything for a week.  When the [redacted] meant me in the parking lot where the company us to be, he said he didn't say any of that.  Then the [redacted] cam up and said "well we can see what we can do about the cost", after that I was not happy and I asked for the $115.00 which $20.00 of it was to start another Maintenance program again. Now I have a furnance that has no warranty because the company's server crush.  I have been told the server crash since 2010.  I have had another company come out and fixed my furance and I have since learned that I have a mismatched system.  We can close this case but I can only hope this doesn't happen to another person.  I feel like [redacted] as taken advantage of my because I was a single female.  
Regards,
[redacted]

Review: I purchased a ac and furance from this company and it came with a 10 yr warranty

They have not honored this warranty. They did not do the maintenance and they have moved

And did not tell me. They r running business out of their home. They promise to fix it

Under warranty then said it's not.Desired Settlement: I want them to honor their warranty. The server crashed and it has taken one week

And they still haven't found my paperwork.

Business

Response:

Dear [redacted]:

Thank you for your message regarding a customer that was unhappy with our services. Please accept the information below as our response.

This customer originally came to us through a warranty company in May of 2008. Her unit failed and her warranty company called us to service. They agreed to replace the outdoor unit through her contractual agreement with them. We explained to the customer that she should consider replacing the indoor unit at the same time. The customer agreed to purchase the indoor unit and we proceeded with the installation of both units. Typically, warranty company equipment carries a 5-year warranty.

In the customer’s complaint she mentioned that our company owed her a preventative maintenance. We did try to reach the customer back in October and December of 2010 as we also had realized she was owed a preventative maintenance. However, when we called to try and leave a message her voicemail had not been setup (I retrieved this information from notes typed in her customer information in our software program). The next contact between us was when the customer called in June of 2012 because her unit was not cooling. She mentioned the preventative maintenance that was never done and we waived her $** diagnostic fee and proceeded to diagnose the problem. She had a bad motor and we repaired the unit.

In May of 2014, the customer called again stating the unit was not cooling and again she brought up the preventative maintenance that was never done. Our representative explained that we could certainly have a maintenance performed for her. (Note: We agree to provide a free maintenance to

customers that purchase complete systems from our company. This is a standard practice with us.). She made the service appointment and we

diagnosed a bad fan motor and blower wheel. She also had high airflow restrictions such as dirt and debris in the blower assembly, evaporator and condenser. We explained that her part for the indoor unit was no longer under warranty and that the cost of the repair would be her responsibility. She became upset and we explained that we work with all of our customers on payment. The customer then insisted she had a 10-year warranty and our office agreed to manually search our files for a hard copy of a possible 10-year warranty. We informed the customer that this would take time since we had a server crash in 2010 and we would call as soon as possible if any paperwork regarding this issue was found.

The next day, the customer showed up at the location of our old office. She did not call that morning to let our office know she was coming, so

I sent the technician that diagnosed the bad motor to her location since he was

in the area. He tried to speak with her when his supervisor arrived and she immediately began crying and telling her

side of the situation. She then stated that her husband had already called another company to fix their unit. The supervisor asked why we were having this

discussion and what it was that she wanted. He asked if it was the money she had already paid and she said yes. He told the customer that he would have a

check cut today and delivered to her home. She seemed fine with that arrangement. We issued check no. [redacted] on May 28, 2014 for the amount of $[redacted] and had it delivered to her home before 5:00 p.m.

Thank you.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]