Purair Hawaii II, Ltd.

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
Sincerely,
*** ***

Dear [redacted] & [redacted]:We are in receipt of the complaint made to the Revdex.com regarding the installation of the higher priced ** unit in your condo.  First, please let me apologize for the i**onvenie**e and stress that this situation has created and for the confusion and...

misunderstanding regarding  the two ** [redacted] offered on the proposal and what was eventually installed.We have been installing new ** [redacted] at [redacted] for several years. The original ** units are over 45 years old and due to age, rust and corrosion many of them need to be replaced before leaks and major water damages occur. More times than not, when we remove them, they have fallen apart as yours did.In the past, we had first only offered a custom-made replica of the model that was originally installed and called it a [redacted] makeover.  This ** unit had the same durability of the original model and we would expect it to last another 20+ years.  We're so confident in the materialsused for the [redacted] makeover that we offer a 20-year guaranty for the replacement of the coil and a 5-year guaranty on other parts and labor.  No other company or manufacturer offers that kind of guaranty.  This basically alleviates any worry for you, the homeowner, of replacing the ** for the next 20 years.  Many owners at [redacted]s have already installed this high-quality ** unit, however this kind of quality and guaranty comes at a pretty high price.We wanted to give our customers a less expensive option for replacing their ** units so we started offering the First Company model. This ** is made with lesser grade materials and only carries a 1-year guarantee.  Since it's not the exact replica of the original [redacted] model, there may be modifications necessary to get it to fit in the space in the ceiling. However, most modifications have been minor and we've successfully installed over 40 First Company units.It's unfortunate that the area in your ceiling had been modified by the developer to be quite a bit different than other condo units.  This could not have been foreseen until we removed the original unit.  The developer had reasons for their modifications but due to our history with installing the A/C's, we would not have expected the First Company model not to fit.The fact that your original A/C unit fell apart during the dismantling is evidence that the system would not have lasted much longer.  Putting the original unit back was not an option.  We would have tried to modify the First Company model to fit if we could have but due to the  modifications in your ceiling, there was no recourse but to install the upgraded more superior [redacted] makeover unit.Even though the quality of the [redacted] makeover unit and the extended 20-year guaranty is more than worth the $2,000 price difference, as a gesture of goodwill we are willing to agree to the offer to split the difference in cost with you less the 10% discount plus GET tax.  Enclosed please find our check #6943 in the amount of $942.41 which is calculated below: Difference Settlement Less 10% discountPlus GET tax (4.712%) Net Check Amount $1,000.00 (100.00)900.0042.41$ 942.41 We do want to thank you for bringing this issue to our attention.  Even though we're confident that your situation was an anomaly we have taken steps to prevent this type of misunderstanding from happening in the future.  We've added a clause in our proposals to inform customers of the possibility of the same thing happening with their unit.  This experience has helped us to become a better company and provide even better customer service.Thanks for your patience as we worked towards resolution.  We hope this is met with your satisfaction.  Please don't hesitate to contact me should you have any questions or need further clarification.  We look forward to working in the future with you to help maintain that great A/C system you have installed and for providing you and other owners at [redacted]s clean and healthy indoor living environments.Sincerely,Cathy Hankins