Mr. [redacted]Thank you for the opportunity to address Mr. [redacted]s complaint. We completed installation of a heat pump and air handler system on 10/16/13 for Mr. [redacted]. Replies to complaint #’s 1, 2, and 3:Mr. [redacted] contact the office on 1/3/14 about a temperature issue he was having at...
his home. Temperature in his house was 8 degrees below Thermostat set point. A service technician on 1/4/14 was dispatched. Service technician found that the stat that was not operating correctly. He replaced the Thermostat under warranty. Mr. [redacted] told service technician about the vents being installed incorrectly and metal piece under the housing not being fasten correctly. He advised service technician that he had already repaired them. Mr. [redacted] requested a call regarding these issue from his sales person Mr. [redacted]. Mr. [redacted] contact Mr. [redacted] on 1/6/14 regarding his concerns. He advised Mr. [redacted] that he would discuss these issues with the general manager. Mr. [redacted] brought the information to me. After reviewing I authorized to give Mr. [redacted] a credit for 2 safety and efficiency clean and checks (tune ups) at $178.00 value. Mr. [redacted] discussed this with Mr. [redacted] on 1/7/14 and he accepted this jester of good will from Arlinghaus. Complaint #4:This is not a true statement. We never told him this filer could be purchased at any home improvements stores. This is the filter size that comes with the Air Handler system that Trane manufactures. Complaint #5:The Air Handler was located in a closet/pantry off the kitchen next to an exterior wall. The Air handler is an up flow piece of equipment. Upon removal and demolition of existing equipment it was identified that the chimney and chimney stack that go thru knee wall in the attic was in a location that would not allow us to run the 2 new supply runs to the second floor in manner it was originally we had designed. Mr. [redacted] was on site when this was identified. Mr. [redacted] advised Mr. [redacted] of how the duct work could be run and that the air handler would be moved forward in his closet/pantry slightly. Mr. [redacted] approved of these changes and the work was completed. Mr. [redacted] did not document the need for us to return to do duct work on items requiring attention section of the completion certificate as something we need to return to do. He did note that he would pay RC when he came out that Monday to do air balance. Completion certificate was signed by Mr. [redacted] (see attached) Mr. [redacted] contacted Arlinghaus this summer after he had chimney removed. He wanted to move air handler back and redo supply duct work. Mr. [redacted] contacted Mr. [redacted] and advised him that he would get him a proposal to do this work. A proposal was given to Mr. [redacted] in the amount of $525 to do this work. Mr. [redacted] called the office on 10/16/14. I returned his call on 10/17/14. Discussed the install Project and reviewed with him that we gave him 2 safety and efficiency tune ups ($175.00 value) as a good will jester. I advised that the work he wanted to do was an additional charge. Mr. [redacted] then had a family member call in on 11/3/14. I spoke with this family member reviewed the project with her, advised her that I spoke with owner and that would discount the work to $340, but we were not going to do the work for free. Please contact me if you have any questions. Thank you, [redacted]General ManagerArlinghaus Heating & Air Conditioning[redacted] [redacted]
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Mr. [redacted]Thank you for the opportunity to address Mr. [redacted]s complaint. We completed installation of a heat pump and air handler system on 10/16/13 for Mr. [redacted]. Replies to complaint #’s 1, 2, and 3:Mr. [redacted] contact the office on 1/3/14 about a temperature issue he was having at...
his home. Temperature in his house was 8 degrees below Thermostat set point. A service technician on 1/4/14 was dispatched. Service technician found that the stat that was not operating correctly. He replaced the Thermostat under warranty. Mr. [redacted] told service technician about the vents being installed incorrectly and metal piece under the housing not being fasten correctly. He advised service technician that he had already repaired them. Mr. [redacted] requested a call regarding these issue from his sales person Mr. [redacted]. Mr. [redacted] contact Mr. [redacted] on 1/6/14 regarding his concerns. He advised Mr. [redacted] that he would discuss these issues with the general manager. Mr. [redacted] brought the information to me. After reviewing I authorized to give Mr. [redacted] a credit for 2 safety and efficiency clean and checks (tune ups) at $178.00 value. Mr. [redacted] discussed this with Mr. [redacted] on 1/7/14 and he accepted this jester of good will from Arlinghaus. Complaint #4:This is not a true statement. We never told him this filer could be purchased at any home improvements stores. This is the filter size that comes with the Air Handler system that Trane manufactures. Complaint #5:The Air Handler was located in a closet/pantry off the kitchen next to an exterior wall. The Air handler is an up flow piece of equipment. Upon removal and demolition of existing equipment it was identified that the chimney and chimney stack that go thru knee wall in the attic was in a location that would not allow us to run the 2 new supply runs to the second floor in manner it was originally we had designed. Mr. [redacted] was on site when this was identified. Mr. [redacted] advised Mr. [redacted] of how the duct work could be run and that the air handler would be moved forward in his closet/pantry slightly. Mr. [redacted] approved of these changes and the work was completed. Mr. [redacted] did not document the need for us to return to do duct work on items requiring attention section of the completion certificate as something we need to return to do. He did note that he would pay RC when he came out that Monday to do air balance. Completion certificate was signed by Mr. [redacted] (see attached) Mr. [redacted] contacted Arlinghaus this summer after he had chimney removed. He wanted to move air handler back and redo supply duct work. Mr. [redacted] contacted Mr. [redacted] and advised him that he would get him a proposal to do this work. A proposal was given to Mr. [redacted] in the amount of $525 to do this work. Mr. [redacted] called the office on 10/16/14. I returned his call on 10/17/14. Discussed the install Project and reviewed with him that we gave him 2 safety and efficiency tune ups ($175.00 value) as a good will jester. I advised that the work he wanted to do was an additional charge. Mr. [redacted] then had a family member call in on 11/3/14. I spoke with this family member reviewed the project with her, advised her that I spoke with owner and that would discount the work to $340, but we were not going to do the work for free. Please contact me if you have any questions. Thank you, [redacted]General ManagerArlinghaus Heating & Air Conditioning[redacted] [redacted]
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