Initial Business Response / [redacted] (1000, 12, 2015/05/27) */ The customer called the morning of Jan8th, with no heat and said he thought it was a gas valveWe don't replace parts based on what the homeowner tells us is wrongWe have to investigate and confirm that first before replacing anythingWe're the licensed and experienced contractor, not the homeownerUpon arrival, we found the flame sensor extremely dirty due to lack of maintenance done by the homeownerOur technician cleaned the sensor and checked operations and the system began running againNO other issues were apparent so he moved on with his dayWe charged the homeowner our standard service charge and leftWe received another call that same day about hours later stating the system wasn't working againWe came back out in the evening on emergency OT time and found that he had a bad gas valveWe replaced the valve under his part warranty and charged him the labor to replace that partWe did not charge another service diagnostic fee because we had to returnWe just charged for the time the technician spent replacing that valveThe homeowner did have to pay an increase rate for labor since it was after hours overtime ratesI'm sorry but this claim by the homeowner is absolutely ridiculousHe 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 ofI reiterate that we do not replace parts just because the homeowner says that's the problemWe first investigate and confirm and on that first visit, there was nothing wrong with the gas valveWe just found a dirty flame sensor due to the homeowner not doing maintenance like the equipment manufacturer requiresWe technically should have charged him for the gas valve since not doing maintenance voids the warranty completelyWe decided to not charge him for the part and just charge for labor
Initial Business Response / [redacted] (1000, 10, 2015/08/26) */ [redacted] never said he refused to take care of the problemIf the homeowner would have called us first before having [redacted] touch the system, we would have been happy to repair or fix any issueIt's the homeowners responsibility to maintain the system to keep warranties intactThis homeowner never had us out to maintain the system onceWe believe the system had a clogged condensate drain which caused water to leak everywhereI assure you the system was installed properlyWe 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 reputationIt's not just them but every HVAC company in STL says thatSo 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 installationWe do not put stickers on the outdoor air conditioner because the weather will cause that sticker to fall right offIf 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 systemTo 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 ridiculousSince you had them in your home touching a system we installed, we will not honor any warrantiesIt's also not our responsibility to cover damages to your items placed around the unitIf the unit was properly maintained you may not have had this issue to begin withTechnically 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 documentationWe will contact the manufacturer and make them aware that no maintenance has been performed on the systemIf you'd like to discuss this further feel free to call our office at XXX-XXX-XXXX
We cannot replace a coil under warranty unless the manufacturer agrees to do soIf we purchase the coil then it won't be considered a warranty claimWe are at the mercy of YorkAnother reason why we no longer sell their equipmentWe'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 satisfiedWhen it comes to our employee who was reportedly intoxicated, he no longer works for us for that exact reasonI understand he was at your house and we do apologize for thatHowever, we cannot replace your coil at no charge when York won't provide one to us at no chargeLike I stated before, we are not a York dealer so it is difficult to get these pieces of equipmentWe 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 isIf you have any further questions regarding this please feel free to reach out to me at my email address, [email protected] you, [redacted]
Initial Business Response / [redacted] (1000, 12, 2015/05/27) */ The customer called the morning of Jan8th, with no heat and said he thought it was a gas valveWe don't replace parts based on what the homeowner tells us is wrongWe have to investigate and confirm that first before replacing anythingWe're the licensed and experienced contractor, not the homeownerUpon arrival, we found the flame sensor extremely dirty due to lack of maintenance done by the homeownerOur technician cleaned the sensor and checked operations and the system began running againNO other issues were apparent so he moved on with his dayWe charged the homeowner our standard service charge and leftWe received another call that same day about hours later stating the system wasn't working againWe came back out in the evening on emergency OT time and found that he had a bad gas valveWe replaced the valve under his part warranty and charged him the labor to replace that partWe did not charge another service diagnostic fee because we had to returnWe just charged for the time the technician spent replacing that valveThe homeowner did have to pay an increase rate for labor since it was after hours overtime ratesI'm sorry but this claim by the homeowner is absolutely ridiculousHe 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 ofI reiterate that we do not replace parts just because the homeowner says that's the problemWe first investigate and confirm and on that first visit, there was nothing wrong with the gas valveWe just found a dirty flame sensor due to the homeowner not doing maintenance like the equipment manufacturer requiresWe technically should have charged him for the gas valve since not doing maintenance voids the warranty completelyWe decided to not charge him for the part and just charge for labor
Initial Business Response / [redacted] (1000, 10, 2015/08/26) */ [redacted] never said he refused to take care of the problemIf the homeowner would have called us first before having [redacted] touch the system, we would have been happy to repair or fix any issueIt's the homeowners responsibility to maintain the system to keep warranties intactThis homeowner never had us out to maintain the system onceWe believe the system had a clogged condensate drain which caused water to leak everywhereI assure you the system was installed properlyWe 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 reputationIt's not just them but every HVAC company in STL says thatSo 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 installationWe do not put stickers on the outdoor air conditioner because the weather will cause that sticker to fall right offIf 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 systemTo 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 ridiculousSince you had them in your home touching a system we installed, we will not honor any warrantiesIt's also not our responsibility to cover damages to your items placed around the unitIf the unit was properly maintained you may not have had this issue to begin withTechnically 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 documentationWe will contact the manufacturer and make them aware that no maintenance has been performed on the systemIf you'd like to discuss this further feel free to call our office at XXX-XXX-XXXX
We cannot replace a coil under warranty unless the manufacturer agrees to do soIf we purchase the coil then it won't be considered a warranty claimWe are at the mercy of YorkAnother reason why we no longer sell their equipmentWe'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 satisfiedWhen it comes to our employee who was reportedly intoxicated, he no longer works for us for that exact reasonI understand he was at your house and we do apologize for thatHowever, we cannot replace your coil at no charge when York won't provide one to us at no chargeLike I stated before, we are not a York dealer so it is difficult to get these pieces of equipmentWe 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 isIf you have any further questions regarding this please feel free to reach out to me at my email address, [email protected] you, [redacted]