Quality Heating & Air Conditioning Services, Inc.

I am rejecting this response
1) I have paperwork in possession outlining the issues to be corrected from the city
What seems to have been lost in the translation is that I purchased an Air Conditioning Unit June In a month period I have had to contact Quality & Heating a minimum of times - I have visits recorded though this appears to be in disputeAs paperwork was not provided to me on two visits
Each and every visit was due to installation issues and not operator error
My final call was stern, direct and to the pointClarification - I did not discuss my domestic skills with BobI had reached my limit with water issues, and I believe I said " no my filter, no my house is not dirty - I have water pouring down my furnace, and I have been dealing with water since the Air Conditioner was installed a year agoI was later corrected it was months
My final call to Quality Heating was to clarify that I was not being charged for labor - I called and clarified with Gary, his response was "yup", and I responded with "you do not need to come to my house - cancel the appointment"I ended my call by hanging upIn discussing this issue with others in the Heating & Air Industry they concurred with my conclusion

Quality Heating’s inspection of the air conditioner did fail
inspection with the City of Lakeville, due to new items that the City of
Lakeville had recently adopted and just began enforcing.  Quality Heating did make all necessary
corrections to the installation to comply to the new...

codes adopted by the City
of Lakeville.
After being notified of the leaks in the PVC for the furnace
on 11-23-15, Quality Heating had a service tech stop by and re-glued a coupling
leaking condensation that a new employee did not complete and glue correctly.  (After a week of observing the working
abilities of this new employee, Quality Heating discontinued his
employment.  He had made claims of his
knowledge, and we did not see his knowledge or abilities as claimed by
him.)  Unfortunately, when he glued the
one coupling there was another that was not glued fully, that still allowed a
leak of condensation, but was glued enough that it would not come apart.
A week later Quality Heating was contacted that the PVC was
still leaking.  So a technician returned
and cut all of the fittings out and installed all new to make sure all leaks of
condensation would be corrected.  This
took care of the issues.
When Quality Heating was called on 7-13-16 to the issue of
water leaking in the filter area, our employee did not ask customer why she was
changing the filter.  He asked her if she
had checked her filter and if it needed changing.  The customer got very upset that she was
asked if her filter was dirty.  She said
she changes her filters regularly and has a clean house.  She said she did not like the insinuation
that she had a dirty house.  (Quality
Heating finds at least 50% of the time there is a dirty filter in the furnace
causing leaks in the coils, hence water leaks at the furnace.  So for contractors to ask the customer if
they have checked their furnace filter and if it was dirty, can lead to a
customer’s self-diagnosis of their own situation and sometimes eliminate a
chargeable service call to the customer.) 
This customer was not easy to talk with. She talked very sharply to our employees.
After the technician found that the coil was leaking, he
returned to the office and we found the installation to be 30 days out of labor
warranty.  The customer was advised when
she called in that the coil was under warranty by the manufacturer, but the
labor warranty period was over by the 30 days. 
Just to make it clear, Quality Heating employees do not talk smugly to
our customers.  We feel for the
unfortunate results of a system failure. 
However, we do have terms and the customer received the terms in writing
on her invoice that there was one year labor warranty.  This labor warranty is an industry
standard. 
The customer is claiming on-going issues with water.  Quality Heating repaired the leaks in PVC at
no charge following the installation. 
The unit worked after the corrections and Quality Heating was not
advised of any leaking until the 7-13-16 date. 
The leaks were totally different circumstances – PVC was on venting of
furnace and the coil leaking is a problem of a crack in the pan of the
coil.  These are not related issues. 
When the employee put the customer on hold it was to locate
his supervisor to ask to take the call from a very difficult customer.  Employee did call customer back and then transferred
the call to his supervisor.  In talking
to the customer an appointment was made as she said squeezing her into our
schedule since she was a preferred customer. 
The customer was advised that there was a labor charge and at that the customer
got very upset and hung up on supervisor’s call.  Shortly thereafter customer called back and
cancelled the appointment and said she was going to call a different company.
Any tape that was installed by Quality Heating is tape used for a required code and is used to seal joints in the plenum for air
leaks and is an approved tape by state code and the City of Lakeville.
Quality Heating has not charged the customer since the
original installation, any repairs thereafter nor the diagnosis of the leaking
coil (which the labor to check out for the leak was no longer in warranty and
should have had a charge of $156.00).   We did not charge the customer for the $550.00 (which would include the $156.00 call)
and do not owe the customer for using a different contractor to install her
coil.  Quality Heating charges $550.00
for approximately 4 hours or more labor, drier filter, misc parts, picking up
the replacement coil and returning defective coil to distributor for warranty
credit.  This is a fair price for coil
replacements under parts warranty, which is extremely completive. The customer in fact would owe Quality Heating $156.00.

Quality Heating purchased an e-permit for the A/C system installation, which does not get into codes on the outdoor unit.  Lakeville was first city to enforce new codes for the two items needing correction.  There were not 3 issues.Customer claimed there was a first technician checked the system and G returned to make corrections.  G was the first technician on 11-23-15.  (Techs log their days; no other days were found logged for this customer by any other tech.) See attached invoice # 29109, which was no charge for warranty repair.  Customer called on 12-1-15 stating 11-23-15 repairs did not work and set up an appointment for 8:30 to 9:00 on 12-3-15.  Tech cut out all couplings and replace with new, which took care of the issue on venting.On 7-13-16 B. did return call to customer.  B. did not ask why customer was changing filter, he asked if customer had checked or changed filter and if it was dirty.  This question is asked many time a day, when there is water leaking at the furnace or air is not blowing good.  This leaking water is clearly a different issue from the November vent pipe issue.  In looking at the customer’s file, we felt justified in asking about the dirty filter and if it had been changed lately due to the fact that our technician did find a dirty filter previously on 3-20-13, which did trip the furnace limit, causing limit needing to be replaced.  This corrected the no heat situation.  See invoice #24761.Our file on the installation of the air conditioning system with a new A-Coil shows customers original coil needing to be replace was a manufactured cased coil that was 20” high.  In order to achieve a 15.0 SEER level in efficiency and received the maximum rebates, we need to use the coil we used – “CA48D44-195L” This coil is 27-1/8” in height.  This required the plenum to be cut above existing cased coil by 7”.  At that point it is customary for contractors to put a patch where they cut and seal afterward with foil tape to stop air leakage.  This installation looked very good after tech M. finished.  He does excellent work!  Customer at this point received $280.00 from electric utility company and $175.00 from Carrier Corp. from the fact Quality Heating used the coil we used.  No other options were available without more expensive ductwork replacement.The invoice for the system clearly states labor is one year.  It is the customer’s responsibility to check when warranty period has expired when they call for service.  The water leakage issues in November were heating related and the water leakage in July were air conditioning related.  A cracked pan on evaporator coils can be a shipping issue or ice damage from coil freeze-up.  The first call we received for water leakage during air conditioning season was 7-13-2016.It was hard to talk to this customer when they were very sarcastic and then slammed the receiver down when upset.Quality Heating tried hard to accommodate the customer and we gave the customer a fair price for the out-of-warranty labor, but the in-warranty part coverage on coil.  This $550.00 includes picking up the coil, time to replace the coil, other parts need which cost the company usually between $40 and $60, drier filter, copper fittings, PVC fittings and the paperwork to file the coil warranty.As to the disputed amount of a $550.00 refund; this is an amount that has not been paid by the customer to Quality Heating as the customer chose to use another company to perform the repair.