Wayne's Heating & Cooling

Customer chose to only replace outdoor unit and leave old indoor unitWe replaced outdoor unit and it worked for a weekThey called on a Saturday saying it wasn't workingI came out and found a very dirty filter and loose connections at control board at indoor unitI fixed issues and it worked
fineA week later another call about not coolingWent to check operation and found it okCalled Trane tech support and went through diagnosis with him, he stated everything seemed okShe was still complaining and bring very rude so we offered to have Trane representative come out and check system installation and operation and then follow necessary steps to resolve issue or we could uninstall unit and we would refund the money for the price of the outdoor unitThis refund did not include the labor spent installing it since we offered to have Trane come resolve problem but she refused letting them comeThey signed a contract and we were under no legal obligation to refund ANY money, we did so out of kindness! Trane said we should not refund them anything since they chose to have it removed and said we have done everything we could to helpWe will not refund ANY other money because we have already refunded the retail price of the unit

First off, the "office manager" he spoke with was my wife and co-owner while I was standing by her desk to answer any questions she might have because he was being very insistent that he want us to "guarauntee" we would have the part he would that he would need based on HIS diagnosisI
informed her to tell him "if it is a common board and we can replace it with a universal board then we should be able to get it fixed." He said "it is going to get cold and I have no other option, so come take a look and see if you can fix it." We came out and determined that the board was bad and shorted out and needed replacedWe checked in the instructions of the universal board to see if it would cross reference with the board provided with his furnace from the manufacturerWe did not have a universal board that would workI informed him we would have to go back to town and see if the RUUD dealer had a board or if we needed to order itThe RUUD dealer did not have that particular board and said he could have it ordered and here by Friday afternoon! We informed our customer of the issue and he said that was fine to get the board comingWe did so and in he meantime I took it upon myself to contact my freinds/colleagues in this industry to see if I could find the board to get him going any soonerOf course, no one had one as it is a uncommon and expensive board that NO ONE will keep in stockThat Thursday night an ice storm started to hit the area and by the next day schools were called off and most businesses closed for the weekendMy wife was frantically trying to locate the parts the we were expecting that day since nothing was showing upEventually that afternoon we were informed by several freight companies that they would be suspending all deliveries to our area for the rest of the dayWe called to inform him of that and this is when this problems startedWe tried to apologize for the problems but that was not good enough for him as he was already frustrated at his situationI tried to explain to him that I do not control the weather nor the shipping companies so I cannot do anything about the fact that it did not get delivered on the expected delivery dateOn Monday he stated he did not want us to come put the board in because he bought a new furnaceWe explained that this is fine but he would still owe for the service call/diagnosis, trip, and restocking feeHe found this to be unsatisfactory because in his words "we didn't do anything, and nothing was fixed." In fact we did do plenty, it may not be something that occurs to him but common sense tells most folks that if you ask me out to work on your furnace and I show up and you let me in to do a diagnosisat that time you now owe me for diagnosis and tripSometimes, in fact often, we have to condemn a furnace or AC and NOT fix itThose people still understand that they called me out and I came so they pay meIf they buy their new furnace from me then I usually disregard the service chargeWhat people must understand that it costs me money to drive to you and tell you whats wrong, therefore you owe me for that service I provided youIf I then fix it, then you owe me for that service also!! If he had it diagnosed and new what board he needed then he simply should have ordered the board the condemned and fix it himselfHe decided wisely to call a professional for confirmation so at the time of diagnosis he now owes me for my time spent, gas money, over head, and just because I have the skill to diagnosis and fix what he can notWe did try to restore comfort to his home as quickly as possibleThat just wasn't quick enough for himNo where does it state that we will have you running and a specific period of timeAgain, I wish I could control the weather because it would be super cold right now but I can'tMy business is at the mercy of the weather and shipping companies and I should not be held accountable for those issuesWe have the right to determine if I want to keep a part a customer ordered and then declined for my stockThat is not any of his concern or business and its rather insulting that he thinks he can tell us how to run our businessWhy would I pay to stock a part that I have needed one time in years?? I have the right to charge him any fees incurred from doing business and if I have to pay to restock a part I dont want then its on him to pay itWe will now also be adding a fee for me having to spend time disputing this frivolous claim and any other attempts to discredit or belittle us will be considered harrassment and will be handled appropriately. The only settlement I can see is that we get paid for our time spent on this situation and restocking fee, we will forgo collecting on the interest and fees IF any bad reviews and complaints are retracted and erasedIf this goes to court we will be collecting all interest and feesCourt costs will also be his responsibility.Thank you so much for your time,*** ***Owner and Operator of Wayne's Heating & Cooling