Richardson Heating and Air-Conditioning, Inc.

Billed for warranty repair. Air conditioner still not working properly. Making noise[redacted] Serial[redacted]Service Date 7/24/2014Richardson repaired my [redacted] prior to 7/24/2014. When the technicians finished the repair I heard a low frequency noise, which was never heard before. I told them when my wife came home we will listen to the noise together and see if there was a problem.The noise was still present, so I called [redacted] and asked the technical team if the initial manufacturing defective crack in condenser fan) could have caused another problem in the PTAC system, and they said yes. [redacted] generated a warranty service ticket number [redacted]. Richardson is 65 miles RT from our home 9$32 milage charge) and I would have never called them on my own, they were contacted by [redacted]. I was never told that there would be a charge. I was not home on July 24th when Richardson came to service the unit. The technicians tested the unit and at that point the unit did not act up. That is what the technician stated. I contacted [redacted] the day of the repair and spoke to a man called [redacted], he said he would work it out, and I told him I will record the noise when the unit makes the noise again. The unit made the noise ion a matter of a few days when the weather was hot. It seems that the noise happens when there is a demand on the unit, not when it is cooler outside. The temperature on the service date was 88 high/ 68 low, not very hot, and Richardson came in the early morning. In fact, the noise came back with higher temperatures and high humidity. The only time I was told that there would be a charge was when my wife called me and told me that the technician wanted payment when he was leaving. In my mind I would not have contacted Richardson if not for [redacted], and the ticket for warranty repair. Prior to being a teacher, I was an electronic technician, and I understand that some problems are difficult to identify. I think we all have come across similar problems.Again, [redacted] called this in, and I would not have called Richardson if it wasn't a warranty repair. I have recorded the noise, and I know it exists. Desired SettlementRequesting that Richardson contact [redacted] for warranty paymentBusiness Response In response to case#[redacted] - Richardson Heating & Air Conditioning,Inc. is a Factory Authorized Service Company for [redacted]. We received a Work Order# [redacted] from [redacted] for the repair of a PTAC Unit for [redacted]. [redacted] had contacted [redacted] to initiate this Work Order. Service was performed on 6/18/2014 at which time we replaced a broken Condenser Fan Blade, Evaporator Motor Capacitor and Three Sensors. No further issues were found, no noise's not normal to the operation of this system existed at this time. The Labor and Mileage charge was covered by [redacted]ration due to extended warranty coverage on the Condenser Fan Blade. This PTAC Unit was Manufactured the Fifth Month of 2010. The Standard Factory Warranty is 1 Year Labor and 5 Years on all Parts, with an additional 4 Year Labor Coverage on Refrigerant System problems only. This Units First Year Labor Warranty expired somewhere around the Fifth Month of 2011. Depending on the date of Installation. The only reason the Labor was covered by the Manufacturer for this Repair was because the Condenser Fan Blade was under an extended Labor Warranty. This Invoice# [redacted] was billed to [redacted] for Labor and Mileage and was paid by [redacted] Richardson Heating & Air Conditioning, Inc. responded to a second Work Order# [redacted] from [redacted]ration generated by [redacted] on 7/24/2014. The Work Order stipulated go by Standard Warranty. All functional parts will be covered. Owner will be responsible for Labor unless it is a sealed system repair, or if the issue is related to Condenser Fan Blade. All Functional Parts were checked; Condenser Fan Blade, Condenser Motor, Condenser Shroud, all Sensors and Capacitors. Unit was checked for loose Screws and Bolts. Vibrations or Noise in System were non-existent, except for noise related to normal operation of this System. [redacted]'s wife was present at this time and no abnormal noise's was reported at this time. Several Cycles of various Modes of operation were tested, at which time System was determined to be operating normally. The Work Order from [redacted] was presented to [redacted] because she was under the impression Labor was covered. No Parts were used at this time. [redacted] received an Invoice for the Labor and Mileage of this Diagnostic Work Order at which time she stipulated that [redacted] had told her the Labor was covered. We contacted [redacted] on site to verify if they were going to cover the Labor charge, or if it was to be billed to the [redacted]. The Service Representative with [redacted] stipulated that the Unit was out of the Labor Warranty and that the invoice was to be billed to the [redacted]. Richardson Heating & Air Conditioning, Inc., was not the Contractor who sold or installed this Unit for the [redacted] and no matter who the installing contractor was, all of the Warranties provided from the Manufacturer-The [redacted]ration.Richardson Heating & Air Conditioning, Inc. contacted [redacted] several times at the request of the [redacted] and on each occasion the Service Representative with [redacted]stipulated that the Unit was out of the First Year Labor Warranty. There was no issue with the Refrigerant System, which would have been covered by [redacted]'s Four Year Labor Coverage on Refrigerant System Repairs only. [redacted] was contacted by Richardson Heating & Air Conditioning, Inc. on several occasions and was provided with [redacted]'s phone number, which he already had and was asked to contact [redacted] with any dispute regarding this Invoice, perhaps [redacted] contacting [redacted] would have better results than a Sub-Contractor's request. Richardson Heating & Air Conditioning, Inc. has not added any Finance Charge or late fee's to this invoice, dated 07/24/2014 in an attempt to allow [redacted] to work with [redacted] concerning this Invoice. Apparently [redacted]'s response from [redacted] has been the same as ours as of this date; 09/10/2014. Richardson Heating & Air Conditioning, Inc. does not cover labor or parts warranties on equipment that is covered parts and labor by the Manufacturer, as this would add additional costs to the consumer for equipment that is already covered by parts and labor warranties.Richardson Heating & Air Conditioning, Inc. does charge for its' services. [redacted] initiated the Work Order with [redacted]ration. He was contacted prior to responding to the Service Call. The date was prescheduled for the Service to be provided. Service was provided and completed and the Invoice was signed by [redacted] as work completed satisfactorily. As of 09/10/2014 we have not received any other Work Order from [redacted]ration, or [redacted] stipulating that there is any noise issue with the Unit as far as we know. All the communication since 7/24/2014 is related to the [redacted] wanting [redacted] to cover the Invoice charge. Thus again, we have no control over what [redacted]ration will Warranty and will not Warranty. [redacted] needs to contact [redacted]ration and perhaps he can persuade [redacted] to cover the Labor and Mileage. Once again, our attempts with [redacted]ration has been unsuccessful!Consumer Response Richardson Heating & Air conditioning is correct about the extended warranty. The initial repair was covered under an extended warranty by [redacted]. When the initial repair was completed I heard a noise from a vibration. I told the technician that when my wife came home she would also check the abnormal noise. Also as stated when the unit was operating when the outside temperature was higher it made the noise.I was not told by [redacted], or Richardson that there would be a charge due to the initial repair being covered under the extended warranty. This was a follow up service call made by [redacted]. When I called [redacted] the technician told me that it was very possible that another part could have been damaged by the defective condensor fan. At that point [redacted] generated a service ticket number and contacted Richardson. I called [redacted] instead Richardson because I felt that Richardson did do what was requested and replaced the defective condensor fan. I felt that [redacted] should be responsible for any other part and labor cost, and not Richardson. I was honestly trying to make sure Richardson would get paid from [redacted] under warranty.I am contacting [redacted] tomorrow. The Revdex.com in Huston wants documentation on the work that Richardson, and documentation that the work was covered by [redacted] extended warrant due to a production defect. If Richardson could provide me with that documentation it would assist me it getting this service call covered under the warranty. If possible mailed to me or sent via an email PDF attachment, at [redacted]. I am also requesting Richardson to give me time to get this done. I really think this is a communication problem starting from [redacted]. Although Richardson is professional company I would have not choosen a company that was a distance from my home. Raleigh has a lot of HVAC providers, and I would have choosen one in my area. I understand the cost for travel time, but we can't afford $30+ cost added to the bill. I also think that the service charges prior to the service should have been mentioned. I did not ask how much because starting with [redacted] it was a warranty issue. If the even [redacted] does not cover this, would Richardson work with me on the cost of the service call? We pay our bills and would never want Richardson or any company to be short changed.Thank you![redacted]Final Business Response This is clearly an issue between [redacted]ration ad [redacted] as they determine Warranty issues, Richardson Heating & Air Conditioning does not. We were merely contacted by [redacted] PTAC Service with the Work Order# [redacted]. We were also informed by [redacted]ration that they did inform [redacted] that he would be responsible for the Labor and Mileage if the repair was not a "Sealed System Repair". This was not a Sealed System Repair and it was explained to [redacted] on July 24, 2014 by Richardson Heating & Air Conditioning, Inc. that it was not a Sealed System Repair and that the [redacted] would be responsible for the Invoice charge. [redacted] PTAC Parts and Service Department stated they informed this Customer of the Labor Charges and Mileage. Our Company has been drawn into this dispute as we were the Factory Authorized Dealer contacted by [redacted]ration to diagnose any problems in the Unit. Our Technician did not find any problems in the Unit after checking the Unit and all of its components as we stated in our earlier response. Please refer to this response. At this time we are awaiting a response from [redacted]ration regarding this Revdex.com complaint. The documentation that [redacted] is asking for regarding the Condenser Fan as a product defect should be obtained from [redacted]ration as they are responsible for that documentation within their Quality Control Department. Richardson Heating & Air Conditioning, Inc. is merely the Factory Authorized Service Company. We did not make the determination regarding the Condenser Fan defect, that came from [redacted]ration. Please have [redacted] contact [redacted]ration regarding this issue so that it can get resolved in a timely manner. Thank You.