Following is a breakdown of service for Michael D***, attached are service repair orders to verify. There have been multiple trips to service the equipment at the *** residence since it was installed in The operation of the system with respect to heating and cooling has only
been an issue three times since the installationAn outdoor temperature sensor, unit control board, and condensing fan motor have been replaced on the outdoor unit section of the systemTwo of the parts were replaced in May of in a time frame of two weeksThe other was diagnosed as faulty and replaced six months later in NovemberThis diagnosis and replacement of parts accounts for six of the work orders mentioned in Mr*** statementThe remaining work orders mentioned, with the exception of one which was the result of a failing condensate pump, are directly related to the operation of the humidifierThe four year old condensate pump is not covered under the year equipment warranty and was offered to Mr*** at half priceThree of the work orders on the humidifier were a result of water leaking and the first did not occur until months after the installation and the other two occurred fourteen months later, twenty three months after the initial start up of the equipmentThe presence of water through the humidifier shows that the humidistat is working and that the solenoid on the humidifier is functioning correctlyMr*** would like the humidity level in his home to be constant 40% -45%The humidifier is designed only to operate when the heat is actively operating as the humidifier needs the fan and heat from the furnace in order to achieve humidityOptions were given on 4/13/service order if homeowner wished to choose. Mr*** has received full support with respect to any problems related to the operation of his HVAC systemHe has the remainder of his original ten year equipment parts and labor warranty which remains in effect until April 15, We have offered to replace the failing condensate pump with a **% reduction of the price and Mr*** has refused. The humidifier installed is operational and is working as designedWe would gladly add Option from Service Order dated 4/13/in attempts to achieve higher humidity level to satisfy Mr***We will still extend the discounted condensate pump as wellWe see no need to refund the customer's purchase price of the system or replace the outdoor unit as the service required in the last years does not support that option. Thank you. Brett ***Production Manager540-654-5518 office*** cell
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
How can Mr*** say there has only been three issues since installation? You have been provided ALL the work orders and can see there are a lot more than three issues! The three that he is referring to, are three of four components in the outdoor unit Obviously a failed component As for the condensation pump, if the tech had done a thorough job of inspecting all the equipment on the preventive maintenance check, he would have seen that the float in the pump needed replacement That was not done by them or was a pump offered to me at 1/price That is a lie!! I was told "I can do something for you on a new pump, but not much." and they were going to charge a fee for the installation Like I stated earlier on my original complaint, they wanted to charge me $for the visit on the leaking pump the first time I refused to pay After the tech left and the pump flooded again, I fixed the pump myself It's too hot outside to not have AC and I'm not giving I.C.Eanother penny for this system We have paid too much already, either in actual dollars or lost wages from having to miss work to be here for them to show up and not fix anything With regards to the humidifier - it HAS NOT worked since Brett himself was here seasons ago! And the malfunctioning of this component has flooded our basement twice as well as never working properly regardless of desired humidity levelsHis own tech, Lee Smoot, verified that it was not functional on his June 2nd visit He checked the filter himself and saw no water has ran through the humidifier He asked me if it was a new filter and I told him it was put in around the same time Brett *** was here to fix it If you look at the service order dated 4/13/17, you will see there was discussion of the humidifier during that visit. It is very obvious that they do not care about Customer Service and do not care about making this right Since they feel like they have done a good job and we know better, it would be best for them to remove their system and give us our money back At this point, it would be best for all parties as they are not able to properly repair or maintain the expensive yet worthless unit they have installed Four component failures, four basement floods and NO adequate service in four years is not acceptable
Regards,
*** ***
The consumer called and stated that the complaint has been resolved
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to
perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
I.C.E CAN SAY WHAT EVER THEY WANT,THEY SHOULD NOT HAVE STARTED THE JOB EARLY.BY STARTING EARLY WITH OUT WAITING FOR ME TO GET HOME THEY HAD TO KILL THE POWER TO THAT ZONE WHICH IS STUPID.THEN THEY LEFT AND COULNOT COME BACK FOR A WEEK AND THEN I COULD MISS MORE WORK AND THEY MIGHT SAY THAT I MISSED THE TIME AGAIN.THEY ARE A VERY UNPROFFESIONAL COMPANY AND I WANT THIS COMPLAINT TO STAY ON THEIR RECORD
The customer financed the equipment he had installed through our in house financing, using [redacted]. The customer was indeed charged twice for the services he received. He called the office and spoke with the Sales Manager, [redacted], several time about this issue and was assured...
it would be taken care of. [redacted] dropped the ball on this and did not get this taken care of in a timely fashion. Once I was made aware of the situation, via a complaint from the Revdex.com, I rectified the situation immediately (within 1 hour). We are completely responsible for this error. The customer has also asked that we explain our error to the bank and to each of the credit bureaus. We apologize for this error and were not in any way malicious in our actions.
Following is a breakdown of service for Michael D***, attached are service repair orders to verify. There have been multiple trips to service the equipment at the *** residence since it was installed in The operation of the system with respect to heating and cooling has only
been an issue three times since the installationAn outdoor temperature sensor, unit control board, and condensing fan motor have been replaced on the outdoor unit section of the systemTwo of the parts were replaced in May of in a time frame of two weeksThe other was diagnosed as faulty and replaced six months later in NovemberThis diagnosis and replacement of parts accounts for six of the work orders mentioned in Mr*** statementThe remaining work orders mentioned, with the exception of one which was the result of a failing condensate pump, are directly related to the operation of the humidifierThe four year old condensate pump is not covered under the year equipment warranty and was offered to Mr*** at half priceThree of the work orders on the humidifier were a result of water leaking and the first did not occur until months after the installation and the other two occurred fourteen months later, twenty three months after the initial start up of the equipmentThe presence of water through the humidifier shows that the humidistat is working and that the solenoid on the humidifier is functioning correctlyMr*** would like the humidity level in his home to be constant 40% -45%The humidifier is designed only to operate when the heat is actively operating as the humidifier needs the fan and heat from the furnace in order to achieve humidityOptions were given on 4/13/service order if homeowner wished to choose. Mr*** has received full support with respect to any problems related to the operation of his HVAC systemHe has the remainder of his original ten year equipment parts and labor warranty which remains in effect until April 15, We have offered to replace the failing condensate pump with a **% reduction of the price and Mr*** has refused. The humidifier installed is operational and is working as designedWe would gladly add Option from Service Order dated 4/13/in attempts to achieve higher humidity level to satisfy Mr***We will still extend the discounted condensate pump as wellWe see no need to refund the customer's purchase price of the system or replace the outdoor unit as the service required in the last years does not support that option. Thank you. Brett ***Production Manager540-654-5518 office*** cell
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
How can Mr*** say there has only been three issues since installation? You have been provided ALL the work orders and can see there are a lot more than three issues! The three that he is referring to, are three of four components in the outdoor unit Obviously a failed component As for the condensation pump, if the tech had done a thorough job of inspecting all the equipment on the preventive maintenance check, he would have seen that the float in the pump needed replacement That was not done by them or was a pump offered to me at 1/price That is a lie!! I was told "I can do something for you on a new pump, but not much." and they were going to charge a fee for the installation Like I stated earlier on my original complaint, they wanted to charge me $for the visit on the leaking pump the first time I refused to pay After the tech left and the pump flooded again, I fixed the pump myself It's too hot outside to not have AC and I'm not giving I.C.Eanother penny for this system We have paid too much already, either in actual dollars or lost wages from having to miss work to be here for them to show up and not fix anything With regards to the humidifier - it HAS NOT worked since Brett himself was here seasons ago! And the malfunctioning of this component has flooded our basement twice as well as never working properly regardless of desired humidity levelsHis own tech, Lee Smoot, verified that it was not functional on his June 2nd visit He checked the filter himself and saw no water has ran through the humidifier He asked me if it was a new filter and I told him it was put in around the same time Brett *** was here to fix it If you look at the service order dated 4/13/17, you will see there was discussion of the humidifier during that visit. It is very obvious that they do not care about Customer Service and do not care about making this right Since they feel like they have done a good job and we know better, it would be best for them to remove their system and give us our money back At this point, it would be best for all parties as they are not able to properly repair or maintain the expensive yet worthless unit they have installed Four component failures, four basement floods and NO adequate service in four years is not acceptable
Regards,
*** ***
The consumer called and stated that the complaint has been resolved
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to
perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
I.C.E CAN SAY WHAT EVER THEY WANT,THEY SHOULD NOT HAVE STARTED THE JOB EARLY.BY STARTING EARLY WITH OUT WAITING FOR ME TO GET HOME THEY HAD TO KILL THE POWER TO THAT ZONE WHICH IS STUPID.THEN THEY LEFT AND COULNOT COME BACK FOR A WEEK AND THEN I COULD MISS MORE WORK AND THEY MIGHT SAY THAT I MISSED THE TIME AGAIN.THEY ARE A VERY UNPROFFESIONAL COMPANY AND I WANT THIS COMPLAINT TO STAY ON THEIR RECORD
The customer financed the equipment he had installed through our in house financing, using [redacted]. The customer was indeed charged twice for the services he received. He called the office and spoke with the Sales Manager, [redacted], several time about this issue and was assured...
it would be taken care of. [redacted] dropped the ball on this and did not get this taken care of in a timely fashion. Once I was made aware of the situation, via a complaint from the Revdex.com, I rectified the situation immediately (within 1 hour). We are completely responsible for this error. The customer has also asked that we explain our error to the bank and to each of the credit bureaus. We apologize for this error and were not in any way malicious in our actions.