Robinson Heating & Cooling LLC

To Whom it May Concern: [redacted] and [redacted] purchased a Central Heating System, including a Rheem ElectricFurnace and Heat Pump in August of The contract was dated 8/6/for the purchase price of$9250.The [redacted] 's contacted Robinson Heating in July of to report a problem with the Rheem HeatPump (Model# RPNL-043JAZ)The compressor was tested and replaced under a parts warranty inNovember of The labor was no longer under warrantyThe labor cost was $800, which Mr[redacted] paid over a month period.Mr [redacted] reported a problem with the Rheem Heat Pump again in August of I returned Mr[redacted] 's call and went out to complete a diagnosisUpon initial inspection the of the unit, it appearedto have damage to the compressor lead wiresLake County had been experiencing a series of weatherstorms that caused a brown outIt is my professional opinion that the unit's failure to run correctly wasdue to the brown out caused by lightning and not equipment failureElectrical problems and naturaldisasters are not covered under parts warranty.Mr [redacted] was also informed at that time that I had been diagnosed with cancerI did not promiseany work or order any partsI talked to Mr [redacted] again in Mid October 2016, I again informed himthat I had been diagnosed with cancer and I was scheduled to start treatment in November of 2016, Iwould be on medical leave until further noticeI again didn't promise work or order a compressor forhis unitI have been on medical leave since Nov only returning to work part time in February of2017.The Rheem unit was installed in It was installed with a one year labor warrantyThat laborwarranty expired in Mr [redacted] was free at any time to contact an alternative heating contractorto inspect, diagnose and complete the work on his unit.Thank you,Shea R [redacted] Owner/Operator Robinson Heating and Cooling, LLC

Complaint: ***
I am rejecting this response because:In August the wiring was repaired and I was told it was the compressor that had failed againI was told it would be a couple weeks to get the replacementI waited and when I had not heard back after a couple weeks I tried to make contact by phoneUpon failure to make contact or receive a call back I happened to run into shay on the streetAt that time I was informed that he had indeed been diagnosed with cancer but that he had the part in his possession and would do his best to get it installed before he went in for treatment in two weeks timeI have never heard from him since thenI at least two phone messages since January with no call back Both phone messages included that I was inquiring about the unit at my house as well as the heating unit at the Napa store was also not workingThe unit at Napa was only installed in Oct-Nov of I am only making a complaint as I was told the part was in his possession and I had been extremely patient and waited months and made numerous phone calls only to be ignoredHis wife is his partnerI wonder why I had never even recieved a call from herI was never given other options for serviceI had even asked in my messages if he had anybody else that he could have put the part on for meIf I had not been told that he had the part and would put it in then I would have made other arrangements that would have cost me less than the increase in my power billInstead I waited patiently and finally after being ignored for so long knowing that he was receiving messages since his phone message box was never full when I left messagesWhy was I never informed that since he had the part I could call someone else to pick it up and install it?
Sincerely,
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To Whom it May Concern:[redacted] and [redacted] purchased a Central Heating System, including a Rheem ElectricFurnace and Heat Pump in August of 2012. The contract was dated 8/6/12 for the purchase price of$9250.The [redacted]'s contacted Robinson Heating in July of 2015 to report a...

problem with the Rheem HeatPump (Model# RPNL-043JAZ). The compressor was tested and replaced under a parts warranty inNovember of 2015. The labor was no longer under warranty. The labor cost was $800, which Mr.[redacted] paid over a 6 month period.Mr. [redacted] reported a problem with the Rheem Heat Pump again in August of 2016. I returned Mr.[redacted]'s call and went out to complete a diagnosis. Upon initial inspection the of the unit, it appearedto have damage to the compressor lead wires. Lake County had been experiencing a series of weatherstorms that caused a brown out. It is my professional opinion that the unit's failure to run correctly wasdue to the brown out caused by lightning and not equipment failure. Electrical problems and naturaldisasters are not covered under parts warranty.Mr. [redacted] was also informed at that time that I had been diagnosed with cancer. I did not promiseany work or order any parts. I talked to Mr. [redacted] again in Mid October 2016, I again informed himthat I had been diagnosed with cancer and I was scheduled to start treatment in November of 2016, Iwould be on medical leave until further notice. I again didn't promise work or order a compressor forhis unit. I have been on medical leave since Nov 2016 only returning to work part time in February of2017.The Rheem unit was installed in 2012. It was installed with a one year labor warranty. That laborwarranty expired in 2013. Mr. [redacted] was free at any time to contact an alternative heating contractorto inspect, diagnose and complete the work on his unit.Thank you,Shea R[redacted]Owner/Operator Robinson Heating and Cooling, LLC