Premier Heating and Cooling

Revdex.com Representative, This letter is in response to a complaint that was submitted 10-11-16, ID # [redacted] My apologies to the homeownerThis issue should have been resolved in a more expeditious mannerThe homeowner is correct in his statement that his furnace is still covered by a year warrantyThe problem developed as a result of the difficulty we experienced in verifying when the homeowner closed on the purchase of his home, which is the date that his warranty startedThe only date that Premier Heating & Cooling had was the date that the furnace was manufactured, which was in 2010, which, indicates that the warranty had expiredThe homeowner, through no fault of his own, did not know the Lot number of his home, which is the only record that we have on filePHC had to obtain this information from the General Contractor, at which time we were able to determine that the equipment was still under warrantyThis closing date is vital when submitting a warranty claim to the manufacturerThe manufacturer will not replace the part without confirmation of the start date of the warrantyBecause this is a warranty issue, the part has to be ordered from the manufacturer and generally speaking, it takes longer than for the part to be deliveredWhen the part is delivered arrangements will be made with the homeowner to install the new partThe part will not cost the homeowner anything because it is covered by the warrantyIt is very unfortunate that this homeowner had this experiencePremier Heating & Cooling should have reacted in a more expeditious manner to resolve this problem, regardless of the issues we experienced in determining the start date of the warranty on his HVAC equipment.Sincerely, Edwin *K [redacted] PresidentPremier Heating & Cooling, LLC

On 9/their service man checked for an air conditioner leak, and said the part to replace was in the furnace itself.He made a service call on the AC on 5/6/and discovered the leakHe told us to have him come back in August with warm weather so that he could locate exactly where the the leak was - that the AC should still run fineit was a small leak, but eventually get fixedwhile it's still under warranty.Note, I called in August to have him come out , but had to wait when he returned from vacationthat was fineHe took the part # back to his office to orderThe service man said it should still be under warrantysince we are the original house ownershaving moved into our new house on 6/The year warranty was still goodI never heard back at all.....from Premier for weeksI finally called them on 10/to check on the status of the partonly to find out that Premier said the furnace was installed in 2010, and is out of warrantyBut,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com Representative, This letter is in response to a complaint that was submitted 10-11-16, ID #[redacted].
My apologies to the homeowner. This issue should have been resolved in a more expeditious manner. The homeowner is correct in his...

statement that his furnace is still covered by a 5 year warranty. The problem developed as a result of the difficulty we experienced in verifying when the homeowner closed on the purchase of his home, which is the date that his warranty started. The only date that Premier Heating & Cooling had was the date that the furnace was manufactured, which was in 2010, which, indicates that the warranty had expired. The homeowner, through no fault of his own, did not know the Lot number of his home, which is the only record that we have on file. PHC had to obtain this  information from the General Contractor, at which time we were able to determine that the equipment was still under warranty. This closing date is vital when submitting a warranty claim to the manufacturer. The manufacturer will not replace the part without confirmation of the start date of the warranty. Because this is a warranty issue, the part has to be ordered from the manufacturer and generally speaking, it takes longer than normal for the part to be delivered. When the part is delivered arrangements will be made with the homeowner to install the new part. The part will not cost the homeowner anything because it is covered by the warrantyIt is very unfortunate that this homeowner had this experience. Premier Heating & Cooling should have reacted in a more expeditious manner to resolve this problem, regardless of the issues we experienced in determining the start date of the warranty on his HVAC equipment.Sincerely,
Edwin *. K[redacted]
PresidentPremier Heating & Cooling, LLC

Regarding ID [redacted]Before addressing the customer's complaint, I would like to provide a record of service that has been performed at the customer's home. Listed below is the sequence of events that led up to the customer's complaint on 10-18-15 to the Revdex.com.7-26-15 - No A/C - Furnace filter was...

badly clogged. Filter changed and A/C unit checked for refrigerant. Refrigerant was added. A/C working.8-17-15 - No A/C - Condensing Coil was frozen. Thawed the added a Dye Stick to determine if there was a leak in the coil.9-2-15 - Performed an A/C Coil leak check. A/C was working. At that time it was determined that the Coil was not leaking.9-23-15 - Performed another leak check. At this time a leak was found in the Condenser Coil. The refrigerant was re-charged to keep the A/C working and a new Condensing Coil was ordered. Delivery of the Condensing Coil would be 4-6 weeks out.10-13-15 — New Condensing Coil arrived.10-18-15 - Complaint was registered with the Revdex.com. Premier Heating & Cooling has a 24 hour answering service. No call was made to PHC requesting service.10-20-15 - Received a "No Heat" call from the customer. When calls are received our Customer Service Rep, asks a series of questions to attempt to determine what may be wrong with the system before a technician arrives at the customer's home. One of the questions is the last time that the furnace filter was changed. An appointment was made with the customer as per their schedule, for a service call 10-21-15.10-21-15 - Service Tech. arrived and found the furnace to be operating and the house was warm. Service Tech. found that there was no filter in the Furnace. Service Tech. placed a filter in the furnace and explained the need to have a filter in the furnace to maintain the proper operation of the furnace and the need to regularly change the filters.10-23-15 - Received complaint from the Revdex.com.10-28-15 - Made arrangements with the customer as per their schedule to replace the Condensing Col! in their Furnace on 11-4-15.I can appreciate the customer's frustration regarding the operation of their HVAC system. However, it is necessary to point out that the proper sequence of service events occurred in attempting to correct the problems that they have experienced.On 7-26-15 the A/C was not working because the Furnace filter was clogged. Not changing the Furnace filter on regular basis can result in serious damage to the system. The customer owns several dogs which add to the amount of dust and hair that can accumulate in the filter. The customer needs to check the filter at least on a monthly basis and if the filter is found to be dirty even more frequently.On 8-17-15 the first indication that there may have been a problem with the Condensing Coil was found. The only way to determine where and if there is a leak is by placing a Dye Stick Inihe Coil. The system was charged to maintain the operation of the A/C Unit. The Dye Stick does not instantaneously indicate if there is a leak in the Coil. It can take a month or longer before the Dye shows that there is a leak in the Coil.On 9-2-15 the Coil was checked for leaks. At that time no leak was found and the system was again checked and recharged with refrigerant to maintain the operation of the A/C unit for the customer.On 9-23-15 the Coil was again checked for leaks and it was determined that the Coil was leaking. System was again checked and recharged to maintain operation of the unit. A new Coil was ordered - 4 to 6 weeks for delivery.On 10-18-15 the customer lodged a complaint with the Revdex.com but did not call PHC for service.On 10-20-15 we received first indication that the customer was without heat and an appointment was made to service the furnace as per their schedule, 10-21-15.On 10-21-15 the Service tech. found the furnace operating and apparently the filter had been removed and a new filter was not put in place. Service tech. replaced the filter and cleaned and checked the furnace. Part of the service call involves checking the Thermostat. The customer refused to let the Service tech upstairs to perform that service. Our Service techs have clean uniforms and covers to place on their shoes so that they do not cause any damage to floor coverings.I cannot stress the importance of changing the furnace filters on a regularly scheduled basis or on an as needed basis. We have tried to explain the importance of changing furnace filters to the customer especially with the dog traffic that they have in the home.I admit that we may have been negligent in scheduling the Coil change out for the customer. The new Coil arrived on 10-13-15 and we should have attempted to contact the customer toperform this service. The notice from the Revdex.com has identified an internal problem at PHC that has been addressed and should eliminate the 2 week lapse in time from the delivery of a part to the performance of the service for the customer.I should also point out that the Condensing Coil problem involves the operation of the A/C unit exclusively and does not impact the operation of the furnace when in heating mode. Because we are experiencing colder outside temperatures, we will not be able to test the operation of the A/C unit after the Condensing Coil is changed on 11-4-15. The customer will need to arrange for service next spring when the temperatures approach 70 degrees, at which time we will check to make sure that their A/C unit is working properly. We have also placed the need for service with this customer in our "Spring file" so that we do not lose track of the required service.From my perspective the only negligence on the part of Premier Heating & Cooling is the time lapse from the arrival of the new Condensing Coil to the installation of the Coil. This has not been a problem in the past however it has resulted In modifications in our Customer Service Dept, that will prevent this from happening in the future.The fact that there was no Furnace filter in the furnace on 10-21-15 indicates to me that the filter was removed after the Customer Service Rep. asked when it was last changed. The furnace was not providing heat to the home because of a dirty, clogged filter. When the filter was removed the furnace system was no longer blocked of return air and the furnace resumed normal operation. Should the Home owner run the furnace in Heat or A/C mode without the filter for an extended period of time, extensive damage may result to the HVAC system. The fact that they have several dogs in the house increases the need for the home owner to perform proper filter maintenance.Should you need additional information, please call me at [redacted].Edwin *. K[redacted]PresidentPremier Heating & Cooling, LL

Revdex.com Representative, This letter is in response to a complaint that was submitted 10-11-16, ID #[redacted].My apologies to the homeowner. This issue should have been resolved in a more expeditious manner. The homeowner is correct in his statement that his furnace is still covered by a 5 year...

warranty. The problem developed as a result of the difficulty we experienced in verifying when the homeowner closed on the purchase of his home, which is the date that his warranty started. The only date that Premier Heating & Cooling had was the date that the furnace was manufactured, which was in 2010, which, indicates that the warranty had expired. The homeowner, through no fault of his own, did not know the Lot number of his home, which is the only record that we have on file. PHC had to obtain this  information from the General Contractor, at which time we were able to determine that the equipment was still under warranty. This closing date is vital when submitting a warranty claim to the manufacturer. The manufacturer will not replace the part without confirmation of the start date of the warranty. Because this is a warranty issue, the part has to be ordered from the manufacturer and generally speaking, it takes longer than normal for the part to be delivered. When the part is delivered arrangements will be made with the homeowner to install the new part. The part will not cost the homeowner anything because it is covered by the warrantyIt is very unfortunate that this homeowner had this experience. Premier Heating & Cooling should have reacted in a more expeditious manner to resolve this problem, regardless of the issues we experienced in determining the start date of the warranty on his HVAC equipment.Sincerely,Edwin *. K[redacted]PresidentPremier Heating & Cooling, LLC

Review: On 9/9 their service man checked for an air conditioner leak, and said the part to replace was in the furnace itself.He made a service call on the AC on 5/6/2016.... and discovered the leak. He told us to have him come back in August with warm weather so that he could locate exactly where the the leak was - that the AC should still run fine.... it was a small leak, but eventually get fixed.... while it's still under warranty.Note, I called in August to have him come out , but had to wait when he returned from vacation.... that was fine. He took the part # back to his office to order. The service man said it should still be under warranty..... since we are the original house owners..... having moved into our new house on 6/2012. The 5 year warranty was still good. I never heard back at all.....from Premier for 4 weeks. I finally called them on 10/7 to check on the status of the part...... only to find out that Premier said the furnace was installed in 2010, and is out of warranty. But, I told them that we moved into the house in 6/2012. The interior of the house was never finished until 5/2012......So, no one lived there. On my call of 10/9...... I asked to speak to the owner, or manager . I was forwarded to the voice mail of Bill N[redacted].... and left a message to have him call me. He never did. Yesterday, Monday 10/10 I called Premier again... asking for Mr. N[redacted]. I was forwarded to his voice mail again to leave a message. As of this PM, I have not gotten a call back. Note, on 10/7.... I personally saw the same service man making a call to a neighbor. I asked him to stop by, so I could tell him of my phone call that AM to their office. The service man, who is great to deal with, said again this warranty should still be in effect, and that he would talk to his people about this. Again, as of this writing, no one has contacted me. I never once was called back in 4 weeks to discuss this part.There's supposed to be a 5 year warranty on parts, not labor. I was told to contact the builder. Premier was the contractor of both the AC + furnace. Thank you. PJM.Desired Settlement: Just complete the part replacement as needed that should be under warranty.

Business

Response:

Revdex.com Representative, This letter is in response to a complaint that was submitted 10-11-16, ID #[redacted].My apologies to the homeowner. This issue should have been resolved in a more expeditious manner. The homeowner is correct in his statement that his furnace is still covered by a 5 year warranty. The problem developed as a result of the difficulty we experienced in verifying when the homeowner closed on the purchase of his home, which is the date that his warranty started. The only date that Premier Heating & Cooling had was the date that the furnace was manufactured, which was in 2010, which, indicates that the warranty had expired. The homeowner, through no fault of his own, did not know the Lot number of his home, which is the only record that we have on file. PHC had to obtain this information from the General Contractor, at which time we were able to determine that the equipment was still under warranty. This closing date is vital when submitting a warranty claim to the manufacturer. The manufacturer will not replace the part without confirmation of the start date of the warranty. Because this is a warranty issue, the part has to be ordered from the manufacturer and generally speaking, it takes longer than normal for the part to be delivered. When the part is delivered arrangements will be made with the homeowner to install the new part. The part will not cost the homeowner anything because it is covered by the warrantyIt is very unfortunate that this homeowner had this experience. Premier Heating & Cooling should have reacted in a more expeditious manner to resolve this problem, regardless of the issues we experienced in determining the start date of the warranty on his HVAC equipment.Sincerely,Edwin *. K[redacted]PresidentPremier Heating & Cooling, LLC

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Over the past 5 months we have had mechanical issues with our AC unit not working. The unit would freeze over & quit working. After several phone calls & complaints it was discovered that the unit had a leak. We were told that this was going to be fixed. A few weeks have gone by and we have yet to get any calls back as to when this was going to be fixed. Last night, the temperature dropped into the 30's. We woke up this morning to a freezing cold house only to see that the heating unit is not working. We have 2 children, one with a medical condition that is greatly affected by temperature.

I would like for a call back and for our unit to be fixed ~ 100%.Desired Settlement: The heating/cooling unit needs fixed.

The company needs to contact us.

Business

Response:

Regarding ID [redacted]Before addressing the customer's complaint, I would like to provide a record of service that has been performed at the customer's home. Listed below is the sequence of events that led up to the customer's complaint on 10-18-15 to the Revdex.com.7-26-15 - No A/C - Furnace filter was badly clogged. Filter changed and A/C unit checked for refrigerant. Refrigerant was added. A/C working.8-17-15 - No A/C - Condensing Coil was frozen. Thawed the added a Dye Stick to determine if there was a leak in the coil.9-2-15 - Performed an A/C Coil leak check. A/C was working. At that time it was determined that the Coil was not leaking.9-23-15 - Performed another leak check. At this time a leak was found in the Condenser Coil. The refrigerant was re-charged to keep the A/C working and a new Condensing Coil was ordered. Delivery of the Condensing Coil would be 4-6 weeks out.10-13-15 — New Condensing Coil arrived.10-18-15 - Complaint was registered with the Revdex.com. Premier Heating & Cooling has a 24 hour answering service. No call was made to PHC requesting service.10-20-15 - Received a "No Heat" call from the customer. When calls are received our Customer Service Rep, asks a series of questions to attempt to determine what may be wrong with the system before a technician arrives at the customer's home. One of the questions is the last time that the furnace filter was changed. An appointment was made with the customer as per their schedule, for a service call 10-21-15.10-21-15 - Service Tech. arrived and found the furnace to be operating and the house was warm. Service Tech. found that there was no filter in the Furnace. Service Tech. placed a filter in the furnace and explained the need to have a filter in the furnace to maintain the proper operation of the furnace and the need to regularly change the filters.10-23-15 - Received complaint from the Revdex.com.10-28-15 - Made arrangements with the customer as per their schedule to replace the Condensing Col! in their Furnace on 11-4-15.I can appreciate the customer's frustration regarding the operation of their HVAC system. However, it is necessary to point out that the proper sequence of service events occurred in attempting to correct the problems that they have experienced.On 7-26-15 the A/C was not working because the Furnace filter was clogged. Not changing the Furnace filter on regular basis can result in serious damage to the system. The customer owns several dogs which add to the amount of dust and hair that can accumulate in the filter. The customer needs to check the filter at least on a monthly basis and if the filter is found to be dirty even more frequently.On 8-17-15 the first indication that there may have been a problem with the Condensing Coil was found. The only way to determine where and if there is a leak is by placing a Dye Stick Inihe Coil. The system was charged to maintain the operation of the A/C Unit. The Dye Stick does not instantaneously indicate if there is a leak in the Coil. It can take a month or longer before the Dye shows that there is a leak in the Coil.On 9-2-15 the Coil was checked for leaks. At that time no leak was found and the system was again checked and recharged with refrigerant to maintain the operation of the A/C unit for the customer.On 9-23-15 the Coil was again checked for leaks and it was determined that the Coil was leaking. System was again checked and recharged to maintain operation of the unit. A new Coil was ordered - 4 to 6 weeks for delivery.On 10-18-15 the customer lodged a complaint with the Revdex.com but did not call PHC for service.On 10-20-15 we received first indication that the customer was without heat and an appointment was made to service the furnace as per their schedule, 10-21-15.On 10-21-15 the Service tech. found the furnace operating and apparently the filter had been removed and a new filter was not put in place. Service tech. replaced the filter and cleaned and checked the furnace. Part of the service call involves checking the Thermostat. The customer refused to let the Service tech upstairs to perform that service. Our Service techs have clean uniforms and covers to place on their shoes so that they do not cause any damage to floor coverings.I cannot stress the importance of changing the furnace filters on a regularly scheduled basis or on an as needed basis. We have tried to explain the importance of changing furnace filters to the customer especially with the dog traffic that they have in the home.I admit that we may have been negligent in scheduling the Coil change out for the customer. The new Coil arrived on 10-13-15 and we should have attempted to contact the customer toperform this service. The notice from the Revdex.com has identified an internal problem at PHC that has been addressed and should eliminate the 2 week lapse in time from the delivery of a part to the performance of the service for the customer.I should also point out that the Condensing Coil problem involves the operation of the A/C unit exclusively and does not impact the operation of the furnace when in heating mode. Because we are experiencing colder outside temperatures, we will not be able to test the operation of the A/C unit after the Condensing Coil is changed on 11-4-15. The customer will need to arrange for service next spring when the temperatures approach 70 degrees, at which time we will check to make sure that their A/C unit is working properly. We have also placed the need for service with this customer in our "Spring file" so that we do not lose track of the required service.From my perspective the only negligence on the part of Premier Heating & Cooling is the time lapse from the arrival of the new Condensing Coil to the installation of the Coil. This has not been a problem in the past however it has resulted In modifications in our Customer Service Dept, that will prevent this from happening in the future.The fact that there was no Furnace filter in the furnace on 10-21-15 indicates to me that the filter was removed after the Customer Service Rep. asked when it was last changed. The furnace was not providing heat to the home because of a dirty, clogged filter. When the filter was removed the furnace system was no longer blocked of return air and the furnace resumed normal operation. Should the Home owner run the furnace in Heat or A/C mode without the filter for an extended period of time, extensive damage may result to the HVAC system. The fact that they have several dogs in the house increases the need for the home owner to perform proper filter maintenance.Should you need additional information, please call me at [redacted].Edwin *. K[redacted]PresidentPremier Heating & Cooling, LL