Southwest Heating & Cooling

We installed this product in March of - years agoSince then we have serviced the productLast service call was July and it has been running fine since Our service area has changed since that installation to the south [redacted] metro area, where we are locatedWe simply cannot travel to northern [redacted] for service on a product that we no longer install or serviceWe are only the installer of a product and cannot be responsible forever for the quality of all manufacturers productsI do empathize with your situation however the responsibility for the quality of this product lies with [redacted] and they should be able to find an northern [redacted] dealer to service their productI also understand we made quite and effort in trying to help you locate a servicing dealer in your area I am also truly sorry for the communication error in relaying this information to you earlier

Complaint: [redacted] I am rejecting this response because: The model that I purchased qualifies for a rebate from *** I have the receipt that says so Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:The business does not reflect exactly what happened The owner states they "in fact we made multiple trips to [redacted] home" The truth is they came out twice in months after they had installed a nonworking humidifierIt also states "we were only trying to accommodate the client getting new filters" which is an incorrect statement They installed a faulty humidifier and the goal was to fix or replace the humidifier The filters they sold me was for the reverse osmosis system which they had installed years earlier and later found out that system does not work with the humidifier they installedThe response also states "the client reversed credit card charges and we have allowed that to happen" It is correct that I disputed the charges and was credited the amount back I want consumers to know that this company does not communicate nor does it back it's products or service ***, the owner, left me with no other choice but to dispute the charges I could not get him to respond to my requests to fix the problem This is not how a credible business should runI have spent way too much time fighting for my rights as a consumer when all of this could have been handled in a more civil manner Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Southwest Heating is very serious about it's 100% satisfaction guaranteeIn fact, this was a legitimate warranty issue and we were very sincere about getting this warranty issue taken care of in a timely mannerApparently there were some communication issues and we apologize for thatWe will
accept responsibility for those*** with Southwest got involved once becoming aware of the communication problems and have coordinated directly with ***We have completed the warranty repair at no cost and believe the AC system is again in perfect working orderWe have attempted to follow up to make sure all is goodWe stand by our 100% Satisfaction Guarantee and apologize for any inconvenience!***

Our apology for the mis-communication on this from our officeWe sincerely wish you well

Southwest has received multiple awards from [redacted] and is in very good standing with them. We do our very best to maximize every rebate for every customer. As we state clearly on our proposal it is not our program and we cannot guarantee any rebate. It is actually a complicated process to select...

equipment that will qualify and then have that exact equipment in stock at the supplier. The equipment; that works best for your application; fell slightly short. For that we are sorry. That does not mean you did not get the absolute best system that works best for your home. As you may notice most contractors do not ever participate in the program. We are actually very good at it. Again, we apologize the [redacted] did not recognize your specific rebate. We trust the new [redacted] AC system is working well for you. Southwest Heating

We installed this product in March of 2013 - 4.5 years ago. Since then we have serviced the product. Last service call was July 2016 and it has been running fine since.  Our normal service area has changed since that installation to the south [redacted] metro area, where we are located. We simply...

cannot travel to northern [redacted] for service on a product that we no longer install or service. We are only the installer of a product and cannot be responsible forever for the quality of all manufacturers products. I do empathize with your situation however the responsibility for the quality of this product lies with [redacted] and they should be able to find an northern [redacted] dealer to service their product. I also understand we made quite and effort in trying to help you locate a servicing dealer in your area.  I am also truly sorry for the communication error in relaying this information to you earlier.

Your proposal clearly shows we are to install a [redacted]. We installed Model [redacted] Serial [redacted]. that is an [redacted]. We installed exactly what we said we would and did a great job.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].The unit did appear to be working yesterday when the technician left. 
Sincerely,
[redacted]

We have in fact made multiple trips to [redacted] home trying our very best to have her steam humidifier work to peak performance. I can understand everyone's frustration in this situation; ours included. Many times, as good as we try to be and all the training sessions we attend for many products we...

can still get caught in the 'manufacturers trap'. This is not the clients fault but puts Southwest in a bad position. The manufacturer will never reimburse us as the qualified dealer. We were told by April Aire the manufacturer we can install that unit with either 110v or 220v electrical supply. When there is a problem we call their technical support. In this situation they told us it should be on 220v for better performance. The next time we went out they informed us it should not be downline of that particular R/O system; that was already there. We are not an expert on R/O systems. We were only trying to accommodate the client getting new filters for her.  Bottom line is client has in fact reversed credit card charges and we have allowed that to happen. We are very sorry for any inconvenience and try very hard every day to achieve the highest level of customer satisfaction. This is unfortunately one we got caught in the middle on. We spent a lot of time trying to make it right.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The business does not reflect exactly what happened.  The owner states they "in fact we made multiple trips to [redacted] home".  The truth is they came out twice in 3 months after they had installed a nonworking humidifier. It also states "we were only trying to accommodate the client getting new filters" which is an incorrect statement.  They installed a faulty humidifier and the goal was to fix or replace the humidifier.  The filters they sold me was for the reverse osmosis system which they had installed 3 years earlier and later found out that system does not work with the humidifier they installed. The response also states "the client reversed credit card charges and we have allowed that to happen".  It is correct that I disputed the charges and was credited the amount back.  I want consumers to know that this company does not communicate nor does it back it's products or service.  [redacted], the owner, left me with no other choice but to dispute the charges.  I could not get him to respond to my requests to fix the problem.  This is not how a credible business should run. I have spent way too much time fighting for my rights as a consumer when all of this could have been handled in a more civil manner. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The model that I purchased qualifies for a rebate from [redacted].   I have the receipt that says so
Sincerely,
[redacted]