Ponder Service Inc

May 15th, 2017Revdex.comComplaint Resolution DeptNBroadway, Suite 2060StLouis, Mo63102To whom it may concern:On 05,15,2017, we received a notice from you, regarding a complaint #*** (***) from a *** *** in Marion, IlOur response to Mr***’s complaint is as
follows:We installed a new CARRIER HVAC system on 07/24/2012, in this renovated older home to be occupied by Mr***At that time He, on the advice of his father, decided to go with a higher efficient unit which was an option we had given themWe installed the new unitsThe installation went fine with no problemsThe job was completed & paid for & the customer received his year all parts warranty certificate from CARRIER & we provide a 2-year labor warrantyMost contractors only offer a 1-year labor warranty.Since then, Mr*** has had more than what we would like to see in the way of service part failures & it was unfortunately seemingly once a yearHe had a failed expansion valve on the heat pump, a failed outdoor fan motor, he lost (2) indoor blower motorsUpon the failure of the 2nd, blower motor, we switched off to a different motor that we felt would give him better service& most recently on April 21, 2017, he had a weak dual capacitor replaced in the outdoor unitMr*** has not had to pay any money at all for any of these repairs & the work has always been done in a timely mannerWe have honored the original warranty & will continue to do soWe actually allowed him 5-years no labor, when our only obligation was 2-yearsWe were called back May 10, with a no cooling complaint & I explained that we were going to need to be paid for labor from this point forward, that we had already provided much free labor above our warranty obligation, just out of good willMr*** balked at paying the $labor charge, but his mother called in & paid it for himSo, we came back out, and discovered that our serviceman’s Freon test gauge had been out of calibration on the April visit & due to the cool outdoor conditions on the April visit, our serviceman did not catch his gauge problemHowever, out of good will, we once again did not charge Mr*** for this callback.I understand his frustration, with the repairs, but trust me, we are equally frustratedBut the reality is, we have taken care of all his parts replacement at no additional costs to him including labor, for years when our only obligation was for years of labor coverageI, too am a consumer & I do feel for customers when they have that rare less than satisfied feeling about their unitsIn conclusion, I feel that we have actually gone “over & above” to take care of Mr*** & that after years, he’s only been out $We are not going to offer any more than we have already given.Thank you,*** ** *** PresPonder Service, Inc