T M C Tile, LLC

I am rejecting this response because:None of this information was provided before payment for installThe sales person did not notify me of any of these itemsNone of these terms were agreed to after the installResidential heating and A/C is still responsible for the warranty agreed to before install and payment

As with any mechanical item proper maintenance is required to maintain proper operation of the unit95% of failures that occur can be associated with LACK OF MAINTENANCEThis is why the manufacturers state that it is recommended every other year We sent the attached “Warranty Terms and Conditions” to this customer 8/13/after installWe also send letters every other year to remind customers that their equipment is due for maintenance and call as wellOur past installations receive a STEEPLY discounted cost to complete all the service/maintenanceDuring this apptis when preventative repairs can be made at NO CHARGE because they are NEVER related to LACK OF MAINTENANCEThis customer stated in that they do not want to have the required maintenance done, asked to be taken off our reminder list, so we did6/17/this customer called, we set an appointment and explained that if it is maintenance related we would have to charge himI gave the example that if you buy a new car and never change the oil, the warranty is voidHe expressed his dissatisfaction and said he was going to use another companyHe “did not care”, wanted us to guarantee that the warranty would cover him, which we cannot without any maintenance being done in years We visit homes everyday who have plugged filters, coils, drain lines, batteries in thermostats need to be changed, etc.-which is ALL LACK OF PROPER MAINTENANCE He cancelled against our recommendations Our parts warranty is through the mfg(ANY LICENSED COMPANY CAN MAKE A CLAIM) and the LABOR warranty is through our companySadly, this customer went with another company therefore no warranty for labor will apply and it is the other company’s responsibility to honor the manufacturer warrantySo in closing we offered to help but this customer turned down that offerI will not pay for another company to make repairs that we could have made, provided we were allowed

Attached is a copy of the contract, as it clearly states in the upper left hand corner a start date of 12/6/with no finish date because large gravity change-outs can take an average of 5-business days or go up to business days depending on the circumstance. These are asbestos filled
ducts and equipment that take up almost a whole basement. As I have explained to *** in the past. We had a technician out sick during the installation (illness cannot be predicted), for which I apologized And we did DISCOUNTED her $additional because of that inconvenienceBut when *** was approached to pay her final bill her email response was "I do not care what the contract states or what the owner finds acceptable.” The contract was not paid until 1/23/but per the terms it was to be paid at completion (12/21/16) of the job. That further delayed her rebates from Centerpoint and Xcel (for ECM Motor Only) because the program stopped on 12/31/2016. Then we had to wait to get the new forms/terms before we can submit any rebates AND those forms/online admissions MUST be accompanied by a paid receipt which she did NOT have. The only deadline the rebate companies have is 12/of each year. Our contract does not state when or how they are submitted just the amount and what company offers themPer my email 1/4/“The rebates go directly to you, they do not affect the balance to us, as that is your energy company (federal government for tax credits) that provides them to you only We will submit the REBATE forms for you (need readings at the courtesy call and your account info) and send you a carbon of what was submitted. But all rebates require a paid receipt which we will have once the job is paid in full. Once the job is closed (paid) we send you a packet of paperwork with copies of all information associated with the job for you to retain for all future so you will receive duplicates of some of these items. The tax credit is claimed at tax time with your tax rep filing that.” AND Email sent 1/11/“Again the rebates require a paid receipt which you do not have so I CANNOT submit those without payment. See attached requirements (they have really nothing to do with us) we just submit them for our customers to be kind because they are very meticulous.” The final city inspection occurred on 1/10/and passed because the job was done to all Minnesota State/Minneapolis safety and mechanical codes. Which means there would not be any trip hazards or ductwork that would be left lying in the basementSo in closing her rebate checks will come from the energy companies NOT Residential Heating and Air. We submitted them to be helpful, not because it is required. There is not a deadline for when they will send checks; that is not something we can controlI also forwarded her an email from the utility company that states that they have just started processing rebates for 2017. Finally, we hand delivered a copy of the paperwork (previously sent via USPS on 1/30/17) to her home TODAY. I also attached her email that we received at 10:34am 3/30/17 demanding we give her copies of her paperwork by 12pm 3/30/17 or she was going to file a complaint. However I was not in the office until minutes before 1pm so I immediately responded once I arrived

Initial Business Response /* (1000, 5, 2015/06/16) */
First and foremost our decision not to continue this relationship has nothing to do with her reviewsShe has a history if service calls with no mechanical failures found, that we did NOT CHARGE HER FORIn winter she called and was ill
with no heat, I reset paying customers to fit her in IMMEDIATELY! Upon arrival we found it was a maintenance (not a mechanical failure) issue because she had not changed the batteries in her stat and we charged her simply what it cost us to send a tech outNot full price ($149)
The clean and tune required is a full service cleaning, inspection and tune up on the equipment that we install, this process takes up to hoursWhen we sell any equipment we have them sign a letter stating that they understand this needs to occur every other year to continue LABOR WARRANTY, we send them reminders when they are due, we also call to remind themThe same reminder tells them to check/change the batteries/filterOur technicians follow the exact procedure that the manufacturers and state mechanical code requireWe tell them after installation and during our walk through and training session after, if their specific equipment requires PARTS WARRANTY registrationI cannot force a manufacturer to change their policy, although we wish we could to help our customers in situations like thisBut all we can do is inform each customer and leave them with the proper tools to do soAs far as the current circumstance; when this customer called to set her appointment to maintain her LABOR warranty with our company she expressed that she was not happy and did not want to do business with our companyShe said she was forced to do so, I received a message to call her to try to resolve her discomfortWhen I did so she expressed that she did not want to pay our company to complete the clean and tune on top of the service call last winterI explained we wanted her to be happy and that she was not forced to do business with us, I offered to refund the $from so she could have a company of her choosing complete the maintenanceI further explained that would void her labor warranty with us but not warranty through the manufacturerShe continued to express that she did not want to pay us to come out, that we could not make her happy even with a refund and that she did not trust usI offered to do the clean and tune for free if that would satisfy her and she said "NO"At that point it became clear that we could not meet her needsOur goal is to complete every service on time, affordable, with a smile and leave our customers satisfiedIt was apparent that we could not do this for her no matter how hard we tried, so we told her it would be best for her and for us if she found another company that could make her happyAt that point she became upset and began demanding that we service her equipmentWe have opted not to continue the relationship not because of Angie's List or any other reason than we cannot make her happy and we want that for herWe feel it is reasonable to refund her the $(which was sent out a few weeks ago) so she can have the service done elsewhere and hopefully feel some satisfactionWe will not pay for another company to complete this service in addition to that refund OR pay another company to do the work as that is not OUR WARRANTYYou cannot force Ford to pay for Chevy to repair your vehicleWe also cannot force Goodman to give her the year PART warranty as she did not follow their procedure we explained at installation and afterI tried to help on that end and they refuse to budgeThe labor warranty is with our company and cannot be transferredSadly, we are not able to meet her needs which is regrettable
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In I purchased a Goodman furnace which came with a ten year parts and labor warranty from Residential Heating and Air ConditioningI expect this agreement to be fulfilledMy part of the agreement was to have Residential clean and check my furnace every yearsIn both and I scheduled and paid Residential to clean and inspect my furnaceI never had nor would expect a company to come out and do legitimate service of any kind for free or not pay themIn I scheduled the cleaning and check of my furnace by Residential to be done on May 20, 2015, as per warranty requirement, and then the day of the cleaning Residential representative called and refused to come out and do the workIn their own words of response "At that point she became upset and began demanding that we service her equipment." During our conversation I continued to request that Residential come out and clean and check my furnaceThey however refused to come out and do the warranty work, again in their own words of response, "We (Residential) have opted not to continue the relationship"As a responsible homeowner I then hired a reputable furnace company, from Angie's List and the Revdex.com list, to clean and inspect my furnaceThey did the work on June 1,
Therefore since the warranty agreement between Residential and myself was broken by Residential I am requesting that the remainder of my warranty be restored in the following wayI would like in writing that if something goes wrong with my furnace, in the next four years requiring labor, Residential will pay to have the labor doneI on my part will continue to pay to have the furnace cleaned and checked every two years by a company listed with the Revdex.com
Final Business Response /* (4000, 9, 2015/06/22) */
Again we will not pay another company to do the work nor honor the warranty because we can only be sure of our high standards and required education for our techniciansWe had already followed through on our refund to the customer $129, so she could find satisfaction with another company as we could not satisfy herWe are glad to hear she is happy working with this company and wish her the best with her HVAC needs!

As with any mechanical item proper maintenance is required to maintain proper operation of the unit. 95% of failures that occur can be associated with LACK OF MAINTENANCE. This is why the manufacturers state that it is recommended every other year.  We sent the attached “Warranty...

Terms and Conditions” to this customer 8/13/2012 after install. We also send letters every other year to remind customers that their equipment is due for maintenance and call as well. Our past installations receive a STEEPLY discounted cost to complete all the service/maintenance. During this appt. is when preventative repairs can be made at NO CHARGE because they are NEVER related to LACK OF MAINTENANCE. This customer stated in 2014 that they do not want to have the required maintenance done, asked to be taken off our reminder list, so we did. 6/17/17 this customer called, we set an appointment and explained that if it is maintenance related we would have to charge him. I gave the example that if you buy a new car and never change the oil, the warranty is void. He expressed his dissatisfaction and said he was going to use another company. He “did not care”, wanted us to guarantee that the warranty would cover him, which we cannot without any maintenance being done in 5 years.  We visit homes everyday who have plugged filters, coils, drain lines, batteries in thermostats need to be changed, etc.-which is ALL LACK OF PROPER MAINTENANCE.  He cancelled against our recommendations.  Our parts warranty is through the mfg. (ANY LICENSED COMPANY CAN MAKE A CLAIM) and the LABOR warranty is through our company. Sadly, this customer went with another company therefore no warranty for labor will apply and it is the other company’s responsibility to honor the manufacturer warranty. So in closing we offered to help but this customer turned down that offer. I will not pay for another company to make repairs that we could have made, provided we were allowed.

I am rejecting this response because:None of this information was provided before payment for install. The sales person did not notify me of any of these items. None of these terms were agreed to after the install. Residential heating and A/C is still responsible for the warranty agreed to before install and payment.