Reiner Group, Inc.

Will not use Reiner again to fix or maintain our Lenox central ACThey charged excessively ($469) to fix a leak in a pipe they installed, despite our paying for an annual maintenance contract

The statement of the problem as experienced by Mr/Mrs *** is NOT correct as per our service recordsOur records show the following: The equipment was installed July 7, 2008, they reported a water leak from the unit later that
month which was repaired under warranty at no costThe next time we were there was June 10, and replaced a circuit board as well as a solenoid valveThe unit worked for a short time and then on July 28, the compressor failed and was replaced for the first timeThe compressor was furnished at no charge under the equipment parts warranty and the customer paid for the labor to replace it per their original contract agreementThe next service call we show is on 7/31/when we found the compressor defective againWe contacted **,the manufacturer, on their behalf and got them to agree to provide a replacement compressor at no charge even though it was technically out of warranty (the compressor came with a year parts warranty)and we offered to charge them labor to replace it at a reduced rateThe ***'s chose not to have the compressor replaced at that timeOn 8/13/we received an email from Mrs*** requesting we have an ** representative contact them because they wanted an entire new condensing unit from ** instead of just a replacement compressorShe also threatened a law suit if "we do not get satisfaction"She and the ** repcorresponded several times over the next few months and on 10/18/she told the repfor several reasons they had decided not to have the compressor replacedOn 4/28/we received the same email that was sent to you, ** and several other partiesWe responded by immediately contacting ** and have since gotten ** to concede to replace all pieces of equipment that makes up their systemThey will still be asked to pay a reduced labor rate to do the replacement as they had said they were willing to do in their 8/13/emailAs of today, we are waiting to hear from the ** repthat the equipment is available for us to pick up*** ***, Vice Pres

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
We have reviewed the response made by Reiner in reference to complaint ID ***, and find that this resolution is satisfactory to usAlthough in our mounting frustration we may have gotten dates and service calls mixed up, the fact remains that from only weeks after having this very expensive system installed, we began having problems with just one of the condensing units, and before the warranty had expired, compressors in this same condensing unit had failedWe had more of an issue with ** *** than with Reiner, but were advised by legal counsel to write to Revdex.com, including all parties involved in the purchase of the systemWe appreciate Reiner's working on our behalf with ** and we await word that this summer, our whole system will actually work.
Regards,
*** ***

Review: In August of 2008, we had an Mini-Split Ductless Air Conditioning System installed by Reiner A/C at [redacted] /[redacted]/ [redacted]. Cost: over $13K. System had two outside condensing units and 6 'heads' for 6 rooms. B4 the first year has passed, we had to call for service of the unit that controlled our bedrooms, as they were blowing hot air. Reiner came out, told us we needed a wire replaced inside the condensing unit. That did not fix it, so we used our warranty to have the compressor replaced. ** stood by it's warranty. B4 3 years passed, the same condensing unit saw the compressor blow again and, once again, we needed to replace it with another compressor, which ** provided. We were paid for the labor as per our warranty. Approx $800 . Just b4 our warranty completely expired in August of last year, we again were faced with a blown compressor in the same condensing unit. During all of this time, the other condensing unit has not suffered any of these blown compressors and has always worked as it should. This time, even though ** was willing to replace the compressor, we requested an entire new condensing unit as we believe that the original condensing unit was defective, to have had 3 compressors blow out before 5 years had passed. After many emails, phone calls and conversations with Reiner and: [redacted], USA/ [redacted].[redacted] as well as having other HVAC companies come in to give us their opinion (after looking at the condensing unit outside) all the technicians have agreed (including the one sent by Reiner last summer) that this is not how this system should have worked, and that it is OBVIOUS that the condensing unit is DEFECTIVE. We believe that we have worked in good faith with the contractor, REINER, and with [redacted]. We have met the terms of our warranty agreement, & believe that Reiner/** has not.Desired Settlement: We would like the Condensing Unit replaced under the terms of the warranty as it is defective.

Business

Response:

The statement of the problem as experienced by Mr/Mrs [redacted] is NOT correct as per our service records. Our records show the following: The equipment was installed July 7, 2008, they reported a water leak from the unit later that month which was repaired under warranty at no cost. The next time we were there was June 10, 2010 and replaced a circuit board as well as a solenoid valve. The unit worked for a short time and then on July 28, 2010 the compressor failed and was replaced for the first time. The compressor was furnished at no charge under the equipment parts warranty and the customer paid for the labor to replace it per their original contract agreement. The next service call we show is on 7/31/13 when we found the compressor defective again. We contacted **,the manufacturer, on their behalf and got them to agree to provide a replacement compressor at no charge even though it was technically out of warranty (the compressor came with a 5 year parts warranty)and we offered to charge them labor to replace it at a reduced rate. The [redacted]'s chose not to have the compressor replaced at that time. On 8/13/13 we received an email from Mrs. [redacted] requesting we have an ** representative contact them because they wanted an entire new condensing unit from ** instead of just a replacement compressor. She also threatened a law suit if "we do not get satisfaction". She and the ** rep. corresponded several times over the next few months and on 10/18/13 she told the rep. for several reasons they had decided not to have the compressor replaced. On 4/28/14 we received the same email that was sent to you, ** and several other parties. We responded by immediately contacting ** and have since gotten ** to concede to replace all 4 pieces of equipment that makes up their system. They will still be asked to pay a reduced labor rate to do the replacement as they had said they were willing to do in their 8/13/13 email. As of today, we are waiting to hear from the ** rep. that the equipment is available for us to pick up. [redacted], Vice Pres.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

We have reviewed the response made by Reiner in reference to complaint ID [redacted], and find that this resolution is satisfactory to us. Although in our mounting frustration we may have gotten dates and service calls mixed up, the fact remains that from only weeks after having this very expensive system installed, we began having problems with just one of the 2 condensing units, and before the warranty had expired, 2 compressors in this same condensing unit had failed. We had more of an issue with [redacted] than with Reiner, but were advised by legal counsel to write to Revdex.com, including all parties involved in the purchase of the system. We appreciate Reiner's working on our behalf with ** and we await word that this summer, our whole system will actually work.

Regards,