First off, we are truely sorry this has happened and a computer generated finance charge certainly should not have gone out Since there was no extended warranty purchased, the standard warranty was in effect which includes hours of labor and all parts The [redacted] s live in the outlying metro area so it took almost hours to correct this issue and they now have a brand new heat exchanger In an effort to resolve the [redacted] 's complaint we waived all charges down to our actual cost We believe that is reasonable
First off, we are truely sorry this has happened and a computer generated finance charge certainly should not have gone out Since there was no extended warranty purchased, the standard warranty was in effect which includes hours of labor and all parts The [redacted] s live in the outlying metro area so it took almost hours to correct this issue and they now have a brand new heat exchanger In an effort to resolve the [redacted] 's complaint we waived all charges down to our actual cost We believe that is reasonable