True Comfort Heating & Air Conditioning, Inc.

I am writing in response to your letter dated June 26, 2015 with respect to complaint ID#[redacted]4 against my company True Comfort Heating and Air Conditioning Inc.In the complaint customer claims that True Comfort did not repair units installed under warranty and seeks repayment of money paid to other service companies for repairs.  The labor warranty had expired in May 2010 and the parts warranty had expired in May 2014.  True Comfort is not responsible for customer's fees to outside service companies.In May of 2009 True Comfort replaced two cooling coils and condenser attached to existing units for customer.  In 2012 customer contacted True Comfort with a "no cooling" call.  With permission from customer True Comfort performed a cleaning/maintenance on both units.  True Comfort performed a freon leak test but was unable to locate a leak.  True Comfort sealed all caps that could be potential leaks and advised customer if problem continued to call and True Comfort would return.In Spring 2015 customer contacted True Comfort and requested cooling unit be serviced.  True Comfort advised customer that he was not available during time frame requested but could get there at a later date. Customer would not wait and decided on their own to use another company.  The customer then called True Comfort and told them another company came out and added freon to the system and customer wanted True Comfort to pay for the service since it was no longer under warranty.  True Comfort advised customer that they would not reimburse them for services performed by other companies and again advised that they could come out and look at unit when available, but would need to be paid for services since warranties were expired.True Comfort spoke with customer on June 24, 2015, and explained that equipment warranty, with proper maintenance,covered 1 year labor allowance and manufacturers warranty expired after 5 years.  True Comfort reiterated that they could come out and perform leak test and try to locate whether there was a leak, but that there would be a charge for my service.  Customer became irate and yelled at me.  Customer called me back 3 times that night yelling and read off my home address and license plate number in a threatening manner and told me that he would "ruin me".  I told him once again I would come out for a service call and wished him a good night and ended the call. Customer called back again that evening and left a hostile message on my voice mail. I did not return call.True Comfort has no obligation to reimburse customer for fees paid to other service providers.

I am rejecting this response because:  He admits that the new system he installed failed after only three years. When he serviced the units he added freon instead of repairing the leak(s). These are sealed units and should not need freon unless they are leaking. Ask him to produce his work order/invoice from 2012 and you will see he did nothing to repair the problem per the warranty, he just added freon. If your new car's air conditioning wasn't working and you brought it back to the dealer, would you expect them to add freon or fix it ? The system continued to break down every year and he came and just topped of the freon instead of making the necessary repairs. He kept assuring us not to worry that we were under warranty. When the system broke down again this year he told my wife he was too busy with new jobs and wouldn't be available for at least two weeks. My wife and son both suffer from allergies so this was unacceptable. We called other contractors who all showed up within one day. They all said the same things. When people call with A.C. problems they should be treated as potential health hazards and responded to as soon as possible, not two weeks. His adding freon was an easy way for him to get the system working as apposed to correcting the cause as per the warranty. Not repairing the leak caused more wear and tear on the units. The last company had to put $500 in freon into the system to give us temporary relief. His comment about units not being properly maintained is self damning, since up to this year he is the sole contractor who serviced the system. Of course we are upset, his deceptive tactics have caused a premature need to make extensive repairs or more likely buy new units. In summary: Why did the system leak after only three years if it was properly installed ? Why didn't he fix it in 2012 ? ( Again, look at his invoice.) Why did he push off making an emergency call for over two weeks ? Why do we need a new A.C. system after only six years when they should last for fifteen ? You are the Revdex.com , do any of these sound like they are better business practices ?

True Comfort installed AC unit in 2009 for customer, Jay [redacted]. Three years later we received a "no cooling" call. True Comfort came out and serviced both units at that time and sealed all caps that could be potential leaks, even though we were unable to locate any leak. True Comfort advised...

customer if problem continued to call back and they would perform further leak testing in the off season. Customer contacted True Comfort again in spring of 2015, requesting units be serviced. True Comfort advised customer they were not available but could come out earlier the following week. The Customer wouldn't wait and had another company come out and now wants True Comfort to pay for their service call. True Comfort advised that the warranty on equipment was covered for 1 year labor and 5 year manufacturer warranty, both of which were expired. True Comfort advised again that they would come out in off the season but would be paid for their services as 6 years went by and labor and equipment were not under warranty any longer. Customer refused services and became very irate and threatening over the fact that the warranty was expired and he would have to pay for services. True Comfort has no obligation to service unit, free of charge, after warranty has expired nor reimburse customer for fees paid to other service providers that customer chose to use on their own. All equipment was installed to manufacturer's specifications and lack of maintenance could cause premature unit failure stated within manufactures warranty.