Survant Air Systems Inc

Initial Business Response /* (1000, 10, 2015/07/21) */
Our first visit to her house was on 5/5/She had a very dirty air conditioner unit (which is the responsibility of the homeowner to have cleaned)She also had a bad capacitor that we replaced under her part warrantyTechnically, her part
warranty should have been voided for not doing proper maintenance on the unitThis service call was $and wasn't paid because she wasn't home at the timeBefore my technician left, he checked the operation of the system to ensure it was working properlyIt was working fine so he left
Our second call was on 6/11/for the same issues and we found the sequencer had gone bad on her systemThis was a new issue that came up after we did our first visitThis particular visit was $Our technician was there one hour investigating the issue since we were just there and fixed a different partAgain, the system was working fine when we left the first time and again when we left the second timeWe did not charge a second service fee even though it was outside our day period of having to return (if we get a call back for issues still ongoing we return and don't charge our service/trip fee)We went ahead and took care of the service fee for this customerAll the other charges she had were for labor which covers the time spent working on the systemWe will not refund any money because it covers the labor associated with the time spent at the homeAgain, we already gave this customer our service fee even though we usually charge for it if it's after the days
I also want to note that this customer has not called once to discuss the charges or about getting any refunds.She went ahead and decided to post a negative comment on here before even reaching out to usI find that to be a little ridiculous

Initial Business Response /* (1000, 10, 2015/08/26) */
[redacted] never said he refused to take care of the problem. If the homeowner would have called us first before having [redacted] touch the system, we would have been happy to repair or fix any issue. It's the homeowners responsibility to maintain...

the system to keep warranties intact. This homeowner never had us out to maintain the system once. We believe the system had a clogged condensate drain which caused water to leak everywhere. I assure you the system was installed properly. We install thousands and thousands of systems every year and do not EVER get calls saying it was installed wrong. [redacted] will say anything to ruin another company's reputation. It's not just them but every HVAC company in STL says that. So that's why we have a policy if another company touches the system, it voids all labor warranties through us. [redacted] was happy to send a guy out to investigate the issue but with the homeowner contacting [redacted], we have no proof that the issue was actually a faulty install or a bad part or a clogged drain due to lack of maintenance.We place stickers on all furnaces after installation. We do not put stickers on the outdoor air conditioner because the weather will cause that sticker to fall right off. If you knew we installed the system you could have easily found us online to contact us if you weren't able to find our information on your system. To summarize, we were more than willing to help you but with you having another hvac company in there and you taking their word that it was "faulty installation" is ridiculous. Since you had them in your home touching a system we installed, we will not honor any warranties. It's also not our responsibility to cover damages to your items placed around the unit. If the unit was properly maintained you may not have had this issue to begin with. Technically your warranty for the whole system should be voided with the manufacturer for not having maintenance performed by a licensed contractor twice a year as it states in their warranty documentation. We will contact the manufacturer and make them aware that no maintenance has been performed on the system. If you'd like to discuss this further feel free to call our office at XXX-XXX-XXXX.

Initial Business Response /* (1000, 12, 2015/05/27) */
The customer called the morning of Jan. 8th, 2015 with no heat and said he thought it was a gas valve. We don't replace parts based on what the homeowner tells us is wrong. We have to investigate and confirm that first before replacing...

anything. We're the licensed and experienced contractor, not the homeowner. Upon arrival, we found the flame sensor extremely dirty due to lack of maintenance done by the homeowner. Our technician cleaned the sensor and checked operations and the system began running again. NO other issues were apparent so he moved on with his day. We charged the homeowner our standard service charge and left. We received another call that same day about 4 hours later stating the system wasn't working again. We came back out in the evening on emergency OT time and found that he had a bad gas valve. We replaced the valve under his part warranty and charged him the labor to replace that part. We did not charge another service diagnostic fee because we had to return. We just charged for the time the technician spent replacing that valve. The homeowner did have to pay an increase rate for labor since it was after hours overtime rates. I'm sorry but this claim by the homeowner is absolutely ridiculous. He just didn't want to pay anything for us to fix the problem and that's not how ANY company works regardless of what industry they're a part of. I reiterate that we do not replace parts just because the homeowner says that's the problem. We first investigate and confirm and on that first visit, there was nothing wrong with the gas valve. We just found a dirty flame sensor due to the homeowner not doing maintenance like the equipment manufacturer requires. We technically should have charged him for the gas valve since not doing maintenance voids the warranty completely. We decided to not charge him for the part and just charge for labor.

We cannot replace a coil under warranty unless the manufacturer agrees to do so. If we purchase the coil then it won't be considered a warranty claim. We are at the mercy of York. Another reason why we no longer sell their equipment. We've since switched to Lennox and Trane who take care of their...

customers and contractors and handle manners like this in way that everyone is satisfied. When it comes to our employee who was reportedly intoxicated, he no longer works for us for that exact reason. I understand he was at your house and we do apologize for that. However, we cannot replace your coil at no charge when York won't provide one to us at no charge. Like I stated before, we are not a York dealer so it is difficult to get these pieces of equipment. We try our best to do so but tend to be left in the dust calling to get updates on the situation much like this homeowner is. If you have any further questions regarding this please feel free to reach out to me at my email address, [email protected]. Thank you, [redacted].