Telamarketing Communications of Greater N.Y.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]
I am writing to inform you that complaint #11684705 has been resolved to the customer's satisfaction.

Mr. & Mrs. [redacted], Thank you for your Revdex.com letter alerting us to the compressor issue you experienced this summer. I am sorry you have been subjected to such a frustrating series of events. As you know, we pride ourselves on responding to customers' concerns...

very quickly. We do appreciate the opportunity to troubleshoot the “No AC” call we received May 31st. After diagnosing a condemned compressor, we did what all reputable companies do and that is to call the manufacturer to verify, with the help of technical support, and offer the [redacted] representative the serial and model number of your system. They approved the warranty on the compressor and sent the replacement compressor, filter drier, and capacitor on [redacted] Order# [redacted]. We replaced that compressor with our quick consideration and effort, on June 6. We were also prompt to your second call on June 2nd, I am sorry to add, that the faulty TXV may well be the reason the compressor failed. Many manufacturers across the board are having issues with TXV's, sadly that is not something that could be diagnosed until after the compressor was replaced.  We welcome the opportunity to earn our competitors business. Since we have not serviced your HVAC equipment before we are not familiar with how well (or not) our competitors equipment or installation worked for you.   We did have one follow-up service call on 6/15/16 for the “AC not keeping up”, but as soon as we received the call we sent a tech out to determine the issue. At that time we found that the system was performing as best it could, and our technician did make a recommendation that a second system would help, which is why we did make that recommendation. We value our relationship with [redacted]. It is unfortunate that they sent the wrong compressor, which I believe to be an honest mistake from the manufacturer, and not necessarily a workmanship issue. Yes we presumed that the Manufacturer sent the right product, they did not. The system was charged to manufacturers specs and according to length of line set and outdoor temperatures.  We were also prompt to respond to your phone call on June 15th to come out and check the temps, fan speed, etc and adjusted according to the existing conditions.  We did not presume that the wrong compressor was installed; our effort again was to optimize your system not knowing the standard of how it operated in the past. At no point did we recommend to you, to install another TXV. We were pleased to come out to adjust the refrigerant pressures after you called James River (7/15/16) and they noted the system was overcharged. So we pulled out the refrigerant and weighed in another factory recommended charge. We now know (by way of your Revdex.com complaint) you were disappointed and that you did have the original contractor back, again on July 15. Knowing the issues many manufacturers are having with TXV's, yes maybe, another TXV was bad.  At no point did we recommend or see an issue with the TXV, or the indoor coil. Our competitor assumed, as we did, the new compressor was the proper size. However our competitor eventually did discover the erroneous manufacturer’s part, as we would have also, long before replacing the indoor coil and another TXV. Again, once you notified us, we were extremely quick to respond and resolve the error that [redacted] sent the wrong compressor. We placed a call into [redacted] Mid-Atlantic and talked with Craig Cebula and he determined that the compressor originally ordered on 5/31/16 was in fact incorrect That said we are and have always been in the business of doing what is right. We have not billed you for anything except the labor to install the original compressor and TXV, a cost you would incur no matter who performed the work.  We are pleased to discuss extending credits that will be afforded to us via [redacted] and some goodwill for your inconvenience.   Sincerely,       Jeff W[redacted] HVAC Supervisor