SpacePak

Will not honor commitment to replace faulty circuit boards in air handlers.We have 2 SpacePak (SP) air handlers, installed a year ago. The circuit boards are faulty such that the units shut down if the power to the house goes on/off. Was told by [redacted] in early March that we'd receive a call "the next day" by "the guy who builds them" and replaced immediately, since we have had many problems with these boards shutting down our units. The call never came. After contacting [redacted] repeatedly over weeks, [redacted], [redacted], finally called on 3/15/13. Neither my wife nor I were available the following day for him to come replace the boards and since then it's been "I'm busy the next two weeks" or "I'm on vacation -- text me next week" or no response at all. It's been over two months now, and we should not have to beg to have something done that was promised months ago. With both a baby and other things sensitive to extreme temps in the house, we count on these air handlers working, especially on such an expensive and brand new system.Desired SettlementFix the circuit boards in a timely fashion without us having to beg.Business' Initial Response Contact Name and Title: [redacted] oContact Phone: [redacted]Contact Email: [redacted]We at SpacePak take this customer's complaints very seriously and are working diligently to resolve these issues in a timely fashion to the saisfaction of our customer.The first issue of the complaint regarding faulty circuit boards was addressed by immediately providing the original installing contractor with new control boards with instructions to make an appointment with the homeowner to install them at no charge as quickly as possible.After reviewing the second part of the complaint regarding the installation of additional outlets to optimize system performance, we feel that this issue needs to be resolved with the contractor that performed the work. We at SpacePak provided all of the material and equipment to the contractor at no charge and expected him to do the additional installation in the customer's home at no charge as well.As to the third and final issue regarding the return air grill, we do agree that the grill supplied with the system is typically wall or ceiling mounted and not intended to be installed on a floor. This type of installation, which is quite common, requires the installing contractor to field source the appropriate grill in accordance with the customer's design and style.However, in the interest in satisfying our customer, SpacePak is researching the appropriate structural grill and will provide the complainant a list of petential products in a timely fashion.I truly hope to resolve this complaint quickly and to the full satisfaction of the homeowners. SpacePak takes pride in the quality and reliability of our products and works extremely hard to maintain our reputation as the market leader in our industry.Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)A. We are unable to accept SpacePak's (SP) response for the following enumerated reasons. B.Further, we are extremely disappointed with and, frankly, insulted by SP's unwillingness to take ownership of the two complaint issues where SP was explicitly and directly responsible. A simple apology, absent from SP's response, would have gone far. Even on the third issue, SP's response is worded such that we should approach it from the mindset that we are being done a favor. We take it as odd that SP finds making a simple product-related recommendation (something businesses do all the time) as an extra duty towards "satisfying the customer".C. Our brand-new SP air handlers are now failing at the rate of *once a week, minimum*, due to the circuit board issue; several times leaving mother and baby daughter without heat/air. We'd prefer handling this through Revdex.com, but have prepared for immediate legal redress, as we take this matter immensely seriously.(1) Issue 1: We have not been contacted by SP or the installer who was, according to their response to the Revdex.com, supposed to contact us about replacing the circuit boards. Our own phone calls this week to the installer have not been answered, nor our messages returned. Based on SP essentially having dumped the solution to issue #1 onto a seemingly unwilling third party, and their lack of ability to keep any promises made over the last several months, SP fails the standard of a reasonable person believing the matter will likely be addressed if we accept this matter as resolved. Thus our refusal of the offer as being resolved. (2) Issue 2. [redacted] of SP told us directly that the work would be "on him". He at -no point- qualified his statement as pertaining only to materials. Our guess is that he told us "no charge" and told the installer (after he'd done the work) that the installer would have to ask us for payment for his time. That is clearly fraudulent behavior. When a customer is told something is free, with no qualification, it means exactly that: no charge. Thus, it was SPs obligation, not ours, to pay the contractor. Along with a wooden outlet cover not brought during the work, we received in the mail a thank you note from the installer thanking us for, and we quote here directly, "understanding about the money". Quite clearly, there was an issue about the payment arrangement, and the note implies the contractor intended to be paid by SP. We will pursue the $400 owed us by SP. And again, we are bitterly disappointed not to even receive an apology from SP for having been lied to by [redacted]. (3) Issue 3. The resolution suggested would be acceptable. Once again, however, we have not heard from SP.