Quality Heating & Air Conditioning Services

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 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- (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-stating 11-23-repairs did not work and set up an appointment for 8:to 9:on 12-3- Tech cut out all couplings and replace with new, which took care of the issue on venting.On 7-13-Bdid return call to customer Bdid 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 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 Mfinished He does excellent work! Customer at this point received $from electric utility company and $from Carrier Corpfrom 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 $includes picking up the coil, time to replace the coil, other parts need which cost the company usually between $and $60, drier filter, copper fittings, PVC fittings and the paperwork to file the coil warranty.As to the disputed amount of a $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

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-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 withShe 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 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 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-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 $(which would include the $call) and do not owe the customer for using a different contractor to install her coil Quality Heating charges $ for approximately 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 completiveThe customer in fact would owe Quality Heating $