Sam Pollard & Son, Inc.

They refuse to work on and they did not fill paperwork for warranty now we have had to pay to have fixed 10 times. [redacted] products are a piece ofjunkWe paid for them to install a [redacted] heat pump. Supposed to have 10 year warranty. Now they refused to work on and they didn't file the warranty and we are still having a lot of problems. Fill taken advantage of. I have to go to another company and they can keep it running for more than a couple of months. I have all receipts to show. I are cheating others to because when we called they told us if we had stayed we them they might could help but that is a lie because they refused to come when we called.Desired SettlementMoney back so I can get new unit.Business Response Contact Name and Title: [redacted], PresidentContact Phone:[redacted]Contact Email:[redacted]Ambrose Revdex.com complaintActions[redacted]11:51 AMKeep this message at the top of your inboxTo:[redacted] I am writing you in reference to [redacted], case number [redacted]. I had spoke with Mr.[redacted] and wrote a letter to him addressing this matter in July of 2014. Mr.[redacted] called me and explained that he had [redacted] perform a repair for them on the [redacted] brand HVAC system we installed for them in 2009. He informed me that [redacted] could not get the motor in question under warranty terms and he had them do the repair anyway. Mr.[redacted] never informed me that we had refused to work for them, nor did he inform me that he had requested my company to perform these repairs for them. He did say that his wife did not like dealing with us and they had decided to use [redacted]. Then his question to me was what would I do about it, and what would I do for future warranty issues?I explained to Mr.[redacted] that registration for the product was performed online and for some reason, some of the registrations were not recognized by the manufacturer of the heating system. I went on to tell Mr.[redacted] that I would be glad to honor any future warranty work if he would call my company to perform the work in question. I tried to explain to him that I would take care of the warranty of the part by purchasing it myself and absorb the cost of the part or try to haggle with the [redacted] rep over it, but in any case the part would be at no cost to him if my company performed the repair. I also wanted to make clear that I cannot pay another company for repairs that I had no direct knowledge of. I cannot pay for parts that I don't have firsthand knowledge of their true status.As for the [redacted] HVAC system we installed for Mr. and Mrs.[redacted] in 2009, I have had only one call for service on that system from them. That call was in 2011. We went on the day they requested and found no problem with the system. If the system has been repaired ten times as Mrs.[redacted] says in her complaint, this is the first I have heard of this and should probably be addressed directly to the manufacture by the[redacted] Family or the company that has records of this extensive repair campaign. I've found that [redacted] makes a product that is good and reputable in the HVAC community and is the largest HVAC brand in the world today.I believe that Mrs.[redacted] got upset with my company over a conversation she had with one of my employees about our routine maintenance program. She complained about this online and has not called us for service since. We have never refused to perform service for the[redacted] family; they have simply not called us. I will be more than happy to perform any future repairs under the warranty terms even if the manufacturer will not stand behind me. Because so many issues have been addressed by another company or companies, I do not think it would be in my company's best interest to offer the[redacted] family their money back for the system at this time.Consumer Response On April 7 2009 we purchased a New [redacted] H eat Pump. I signed a agreement that states my unit would be under warranty for parts for ten years also I was given a [redacted] Agreement and was told by [redacted] that I could call on the them day or night if I had problems and the first time they answered the question over the phone then the next time I still kept hearing the same loud noises I called back so they agree to send someone out and declared there was nothing wrong with the unit and left. A few days later I received a bill in the mail so I called and asked why did I owe anything because I had the[redacted] Agreement an I was told it doesn't cover what they did so I told her they did not do anything so she told me just to forget the bill but not to call them back because they would not come. I was shocked that I had just purchased a new unit from them and now they were refusing to work on it. On January 4 2013 I began to have problems with the unit because I had been talked to so ugly and had been told they would not work on it I called a local company to see what was wrong. They were very helpful and figured out the defroster board sensor was bad they repair it and filled the warranty we were very happy with their treatment of us. Then 1-24 2013 the TV Value went out in the unit they fixed it again. Then it broke again so this time the problem was the defroster so they order a new defroster board but they agreed not to charge us again. Then in April 11 2014 it messed up again this time it was the [redacted] when [redacted] called [redacted] they were told the unit was not under warranty I found my bill of sale and proved it was so [redacted] honored it and we only had to pay labor but we were without heat until the part came. Then July 3 2014 the unit stopped again this time it was the Blower Motor and when [redacted] called to order the part they were told the warranty had not been filled on time therefore they did not have to give them parts free if we wanted the party we would have to pay for it unless we could get Sam Pollard to show proof they had filled it. So because of the way I had been treated my husband decided to call them and they denied that someone had told me that they would not return to my house even if I called. Then they acknowledged that some of the warranty for customers had not been filled correctly but if we had let them do the work they would have absorb the cost because it was their fault but since we let [redacted] Heating do the work they were not going to help us at all. So we paid out of our own pockets for the parts and labor because we had no air conditioning in the middle of summer. We decided there w as nothing more we could do. So we called [redacted] and complain and they did not have to help us because Sam Pollard screwed up. Then on September 2014 the unit messed up again this time it was the defroster again but because we had already replaced it [redacted] sent ed another one no charge and [redacted] again decided not to charge us because it should not have broken again no charge. Then on November 19 2014 the unit messed up again this time it was the thermistor so [redacted] ordered the part and we paid for it again. Then two weeks later it messed up again [redacted] then send a guy named [redacted] he w as supposed to be the best they had he came and wented through the unit for hours they said the returns were too small and Sam Pollard should of fixed it when they installed the unit. He made adjustment and got it working. We thought it is the nightmare is finally over but NO Now here it is in the middle of winter and again we have NO heat. The Blower Motor has gone back out and we have had ENOUGH we had ordered a new unit not a [redacted] and not from Sam Pollard. We are SO SO sad that now we have to pay another $5000. Dollars for another unit but ENOUGH IS ENOUGH. You can contact [redacted] Heating at[redacted] you can talk to [redacted] or **. You can verify my purchase from [redacted]. I have not lied. Please PLEASE help us. I have cried enough about this and I hope and pray you can help us. Sam Pollard should be ashamed of how they treated us. Also I have been told by other people it is not the first time they did not fill the Warranty. BAD BUSINESS PRACTICES! !!Final Business Response I do not have any knowledge that Mrs.[redacted] was treated rudely by any of my office staff. [redacted] and [redacted] are both still employed here and do not recall ever telling someone not to call back. In a service business that is something you remember. In addition to that in her payment record shows the call was credited to her account. This says to me we conceded to her wish not to be charged for the visit in question. The charge in question was only $75 dollars that is a common write off and would not usually set off major personal issues with a customer. Most of the time if someone feels if they are treated badly or unfairly they complain by calling or writing the owner a letter, I received neither. I did respond to a post Mrs.[redacted] put online sometime later and said that I regretted any misunderstanding that may have occurred. Also when Mr.[redacted] called me in July 2014 I did not refuse to work for him, in fact I wrote him a letter saying I would absorb the cost of parts if he would call me to perform the repairs. I was very nice to him and followed up our conversation with a letter to ensure he knew that I would perform the terms of the contract as they were stated. We never exchanged cross words. And even after that the[redacted] family did not call my company to get the warranty work.To address the repairs, Mrs.[redacted] states in her letter that she started having problems on January 4, 2013 she says a defrost board sensor was changed, then only 20 days later, a TXV valve was changed. Then in April of that same year a coil was found bad. In my opinion, there were two repairs made here that were ultimately the result of the leaking coil that was found in April. Refrigerant levels are not easy to check in the winter and these parts were most likely not bad. When the TXV was changed the refrigerant had to be put back in the system and if it leaked out in April it was the root of the problem. Then, among other things, Mrs.[redacted] says a blower motor that [redacted] had replaced went bad again. Again, another repair having to be done over again. It makes me wonder if the capacitor was changed as a part of the motor replacement. The motor is a vendor part and is not made by [redacted] so the failure of a[redacted]. or [redacted] motor back to back would make wonder about the repair itself.As for the proper installation of the unit, an extra return was added when the system was installed. The [redacted] inspected the job and noted that he wanted us to add insulation to the supply boots. So the inspector not only inspected the job, but paid particular attention to the duct system and he did not cite the job for a lack of return. The [redacted] has an excellent reputation for being tough and making sure the job is installed properly. Also [redacted] is a prior employee of mine of many years. He is not qualified with a HVAC license.In summation, I am sorry that Mrs.[redacted] believes she was mistreated. I never refused to work for the[redacted] Family. I never denied the[redacted] family warranty even if [redacted] did. I did refuse to pay for another company's repairs. I even wrote Mr.[redacted] a letter dated July 8, 2014 saying I would do the warranty work for them if they just called me. I do believe that my company did register the unit in question, even Mrs.[redacted] says in her complaint "the warranty wasn't filled out on time". The warranty in question was registered online, so I don't know why it would have not been on time. The unit was installed in 2009 and only gave repetitive problems after being worked on by another company in 2013. Most of those problems are related and sound like a misdiagnoses of a leaking refrigerant system. A TXV will not meter properly if there is not enough refrigerant in the system. Bad TXV at the end of January, leaking coil in April???? Then two bad blower motors in a row in a matter of months?????? It seems that the repairs never stayed repaired and the repair company blamed it on [redacted] and Sam Pollard. That is why I am more positive now than ever that I will not be offering the[redacted] family any compensation for their decision to purchase a new system.