Wood & Energy Store

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Unfortunately this was a training and transitional issue with one of our employeesWe have been out to the home to check the pump and at the same time have performed a complimentary fall inspection and tune up on the furnace During our routine post service follow up call by customer service with the customer she indicated that she was satisfied with the work we have done

We met with the customer on site todayAccompanying us was a representative from the [redacted] He explained to the customer that all those things he found on the internet and assumed were happening with his unit are not happeningThe unit is working perfectly according to [redacted] and the Installation is also done correctly according to [redacted] The location of the unit because it is an alcove does amplify the sound produced and that is normal [redacted] measured the sound the unit was generating today and it is 10DB LOWER than what is specified in the owners manual and literatureThere is noting wrong with the unit, there is nothing wrong with the sound levelThis customer was involved in all discussions and is aware that everything is fine

Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ We are unsure why this complaint was madeIt was received from the Revdex.com the day after the garage heater was reinstalled to code and the customer satisfied(as far as we are aware) Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Reply to Revdex.com Nov 28, The furnace was intially installed on October 29, As of November 28, we still do not have a completed installation To date, the second furnace installation inspection has not passedWe are left with a setup which is not per code and Dyand is refusing to address the deficiencies - November - Dyand came and redid the entire first installation to address the deficiencies - November - City of Edmonton inspector noted the following deficiencies (second installation)a) The unit did not indicate proper certification to operate at the required efficiency for our elevationb) The unit needed to be hardwired to the house power supplyc) An armoured power supply cable is requiredd) A designated outlet is required rather than a plug-inThe City of Edmonton notified Dyand to repair; Dyand contacted us to schedule an appointmentThis appointment was scheduled for November a.m - November - We contacted Dyand, the Retro department, as they had not shown up to perform the repairsUpon contact we were told the appointment had been cancelledWe were not informed of thisWe were also told that they did not feel there were any deficiencies and they would be discussing with the City of Edmonton We have not heard from Dyand sinceNo updates; nothing! We feel that the service, or lack thereof, is unprofessional Dyand indicated that they had attempted to contact us several times to perfrom the second installationWe have no record of this; either phone messages or call displaySee correspondence below Correspondence Synopsis Begin forwarded message: From: [redacted] Date: November 11, at 9:56:PM MST To: Scott T [redacted] Subject: Re: Garage Heater Installation I did not receive a that on Tuesday morning I was at home expecting a call from youThere was no message on my answering machine eitherAs well we have call display and there is no call listed On Nov 11, 2015, at 9:PM, Scott T [redacted] wrote: I have called you back on tues and got a voice mail and left the following message we will be sending our garage heater guy Ronnie to your res on thurs morning to correct the installationWe would have had him there today but it is a holidayI have no idea why you did not get the message but as I said to you when I was there I didn't like what I saw and we would fix everything to your satisfaction as soon as possible which is Thursday nov at your install is not unsafe it is awful looking and you have to understand we are going to make you happyPls call me now if you like my phone is always on Sent from my [redacted] On Nov 11, 2015, at 7:PM, [redacted] wrote: Dyand Mechanical Systems Inc - Ave Edmonton, AB T5M 3C Attention: Scott T [redacted] - Retro Manager Re: [redacted] Serial # [redacted] installation at [redacted] , Edmonton, Alberta We request that Dyand Mechanical remove the said installation Synopsis The garage heater was installed on October and 30, Heater power supply was improperly installed and the thermostat telemetry cable was improperly splicedWe were concerned that the installer did not provide sufficient equipment (stepladder) and asked to borrow oursWe witnessed the ladder being used in an unsafe manner Installation photos were provided to you verifying the work deficiencies (see attached) The $deposit and the payment balance of $1,580, for a total of $(incGST), were paid by [redacted] at the Dyand mechanical office (west end)We felt confident to proceed with the installation upon conversation with Don (Z***), but the service level has degraded since thenThe balance was paid with the understanding that the deficiency work would be corrected; you would come to the residence to personally inspect/address You came out to inspect the work on Friday November 6, Previously Dyand had asked to reschedule the site visit from November 3, to November 5, due to (their) internal scheduling conflict When you did not arrive on November 5, 2015, you contacted citing problems at another location and would be at the house on Friday November 6, As you had previously indicated you would personally address, so we requested your presence The visit revealed an additional problem as the gas supply line was making contact with the gas vent pipeIt was not indicated to us at the time that there is a potential safety issue and contradiction to the applicable Code On November 6, it was indicated we would be contacted by the end of the day to schedule remediation work for next weekWe were not contacted On Monday on November 9, 2015, we contacted you who indicated we would be contacted 'in ten minutes' to schedule the work as originally promisedWe were not contacted An email confirming the scheduling conversation (attached) was sent on November 6, 2015; you did not replyYou read the Email on November 10, a.mWe were not contacted since As our continued calls and emails have not been addressed and we have not heard back from Dyand, we no longer wish retain your services (or lack thereof) We felt confident to proceed with the installation upon conversation with Don (Z***), but the service level has degraded since thenDue to the substandard installation and potential safety hazard, we have shut off the gas supply and disconnected the power feed [redacted] Regards [redacted] Final Business Response / [redacted] (4000, 9, 2015/12/03) */ We have been in constant contact with this customer (her husband mostly) This install was done exactly the same as more than a thousand other installations that passed inspection and we have been working with the city to try to understand why they were not passing this oneThe High altitude delimiting sticker is on the unit, the head inspector said...oh we must have missed itThe other issue of the plug having to be hard wired in is a new one and has never been an issue beforeWhen asked why all others were passed the inspector said he did not know but he wants this one and the ones we do in the future hardwired in....which is fineWe have an appointment to hardwire in this installation next week and it will at that time pass inspection Final Consumer Response / [redacted] (2000, 11, 2015/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dyan initially came out on October 2, 2015, to install the [redacted] garage heaterDyan returned a second time - the first time was to address below standard workmanship by the first installer - to address the deficiencies identified by the City of Edmonton inspector, on December 11, The installation was re-inspected (2nd inspection) on December 17, and passedAlthough we are relieved the unit is finally installed properly and has passed inspection, we are concerned about the time - two months plus - it has taken to complete this work to acceptable standards and codes

Initial Business Response /* (1000, 5, 2015/01/23) */
The manufacturer of the wood stove the customer ordered experienced severe shortages this year due to overwhelming demandThis was beyond our control and as the particular stove was unique and did not have any comparable made by another
manufacturer we could not offer the customer a comparable alternativeOn several occasions the product was not shipped to us and was put on BackorderThe customer was apprised of this throughout the process*** The customer has cancelled her order with us and a refund request has been processed

Complaint: ***
I am rejecting this response because: The response received is quite in correctI was informed by the Salesman (Marc) that the unit installed is meant for a sq ft apartmentMine is over sq ftI was informed this not when I purchased the air conditioner, but when I complained about it not cooling the apartment*** *** *** *** *** *** *** ** *** *** ** *** *** ** ***Yes, I was given a military discount which I appreciated but I still paid $2,for an air conditioner that is basically uselessThis company does not stand by their work and I would like a discount or it removedI informed them prior to inspecting the unit that The problem is not the unit.Simply put, regardless of the wiring or the specs, the unit is not big enough for the size of the apartmentThey knew this and failed to inform me of this* *** *** * *** *** *** *** *** ** *** *** *** *** ** *** * *** ***
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/12/19) */
Approximately a year ago this customer indicated they wanted to convert their wood burning fireplace to a gas burning fireplace by adding a gas log setWe installed a gas log set of the customers choice that required the unit to be
fired only with the fireplace glass doors openThe operating instructions for the log set which were given to the Customer plainly state and I quote, "THIS GAS LOG SET IS NOT DESIGNED TO OPERATE WITH AIR TIGHT GLASS DOORS." The warning further stated, "Adequate combustion and cooling air must be provided or the unit will not function properly"
The operating instruction for their existing fireplace also has a warning that states, "This fireplace has not been tested with an unvented gas log setTo reduce risk of fire or injury, do not install an unvented gas log set into this fireplace"The way to vent this logset for this installation would be to follow the instructions and burn the unit with the doors openThe Customer in spite of the instructions to burn the fireplace with the doors open did not do soThe results of burning the unit with the doors closed, overheated the wiring on the controls which caused the unit to malfunction
The *** manual further states the fireplace can be operated with the doors fully open of fully closed when using solid fuelsThe *** gas log set manual (separate manufacturer from the ***) says the unit can be operated with the doors open or closed in a mid efficient fireplace but not in a high efficient unit (which the *** is), as it will not have adequate airThe customers were aware the *** is a high efficiency unit
***
When dealing with this matter we retrieved the unit and through consultation with the manufacturer determined that if the Customer continued to use the unit with the doors closed it would have the same resultsThe customer was adamant that they required it to be utilized with the door closed so as a reputable company, we felt that we could not meet their expectations and therefore we fully refunded the money for the
gas log setEven though they had the gas line installed themselves and it was their responsibility to dismantle it, we sent our staff (at considerable cost to Dyand and at no cost to the them) to restore the unit to the wood burning status of the original fireplace purchased
This customer did meet with Dyands owner and had a number of conversations with the General Manager in which we declared our position in regards to the use of the log setThe customer did attempt to arrange other meetings but he was unable to attend to our offices during regular business hours and on at least one occasion did not show up for a scheduled meeting
The customer personally spoke with engineers from both manufacturing companies about operating the *** with a gas log set and both manufacturers engineers confirmed to him that the unit must be operated with the doors fully opened and if operated with the doors closed it may constitute a safety issue
We will not be providing any compensation beyond what we have already done as we consider that we have gone far and above any obligation we many have hadFurther, we would request the Revdex.com seriously consider how a customers refusal to follow manufacturer instructions should not have any negative impact on our Revdex.com rating or complaint record
Initial Consumer Rebuttal /* (3000, 7, 2014/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the Wood & Energy Store (***) is inaccurate on many levels and blames the customer for not following instructions which is absolutely not true
Paragraph 1a: Inaccurate regarding the operation of the gas log set and the use of glass doors*** only stated half of the information of the Warning outlined on page of the instructions for the *** gas log setThe entire paragraph states: "WARNING Fire Risk: Be sure fireplace screen or glass doors are in place when burning fireplace logsUnless other provisions for combustion air are provided, the screen or doors shall have an opening for introduction of combustion airTHIS GAS LOG SET IS NOT DESIGNED TO OPERATE WITH AIR TIGHT GLASS DOORSAdequate combustion and cooling air must be provided or the unit will not function properly." The instructions are actually opposite of what *** statedA screen or glass doors are supposed to be used to reduce fire risk
*** The *** has glass doors which are to be usedWe used the fireplace glass doors according to instructions
*** The *** has an outside air pipe to provide combustion air
*** The *** does not have air tight doors (According to ***, the company which purchased the company that manufactured the *** *** firsplace, senior technicianSee e-mail following:
***
CONCLUSION: The gas log set installed in the *** was the proper unitIt was installed with combustion air available via outside air pipe and should have operated safely with the glass doors closed
Paragraph 1b: *** states the fireplace instruction as: This fireplace has not been tested with an unvented gas log setTo reduce risk of fire or injury, do not install an unvented gas log set into this fireplace"*** states that "The way to vent this logset for this installation would be to follow the instructions and burn the unit with the doors open."
*** As stated in the above FACT, the gas log set instructions state "Be sure fireplace screen or glass doors are in place when burning fireplace logs." We followed the instructions when operating the fireplace with the gas log set on and the glass doors closed
*** The *** requires venting via a chimney in order to functionVent free fireplaces operate without a chimney***
The *** gas log set was "vented" by the chimney and combustion air was provided by the outside air vent
*** The fireplace instructions state: "TO REDUCE RISK OF FIRE OR INJURY, DO NOT INSTALL AN UNVENTED GAS LOG SET INTO THIS FIREPLACE."
The instructions do not state that a log set would be considered "vented" by operating the gas fireplace with the doors open
*** According to the *** Gas Log Sets brochure, page regarding the *** which includes the *** set, "Doors can be open or closed when burning."
***
*** We were instructed by the installer for the Wood & Energy Store to operate the unit either with the doors open or closedHe recommended operating the fireplace with the doors closed so that we would not hear the hissing sound of the gas burnerWe followed the instructions by using the fireplace with the glass doors closed
*** The gas log set installed by *** was a vented model requiring a chimneyIt was installed correctly, according to instructions with the damper to the chimney openWe had a vented gas log set installed in the *** fireplace and operated the unit according to instructions with the glass doors fully open or fully closed
Paragraph 2: In reference to the *** manual, *** added the words "when using solid fuels." to the warning about operating the fireplace doors
*** The actual statement from second warning on page of the instruction manual states: The fireplace must be operated with the doors fully opened or fully closed"If the doors are left partly opened, gas and flame may be drawn out of the fireplace opening creating risks of both fire and smoke." http://www.brockwhite.com/files/resource/other/Security_***_Installation_Manual....⇄ /> *** says the unit is a high efficient unit and that the gas log set manual says the unit can be operated with the doors open or closed in a mid efficient fireplace but not in a high efficient unit (which the *** is), as it will not have adequate air
*** *** have added their words to the instructionsThe *** instructions and brochure have been referred to aboveThey do not include the words "when using solid fuels"
*** The *** is a mid-efficiency fireplace rated at 50% efficiency as stated on page of its brochure *** Therefore, according the instructions, the *** can be operated with glass doors closedWe were aware of the fact that the fireplace is a mid-efficiency unit at the time of purchaseWe knew that it was NOT a high efficiency unit
*** Since the *** fireplace is a mid-efficiency fireplace and does not have air tight doors we followed the instructions by operating the *** fireplace with the glass doors fully closed
Paragraph 3: *** we operated the fireplace according to instructions and the product malfunctioned
Paragraph 4: After the malfunction, we were firm that the *** fireplace was purchased with the understanding that it could be converted from wood burning to gas burning and operated as a mid-efficiency fireplace with the glass doors closed according to the instructions for both the fireplace and the gas log set and also according to the Wood & Energy salesmen and the installer
Paragraph 5: After our initial meeting with the owner of the Wood & Energy Store, I tried to make arrangements for a meeting with him and the managerHowever, as the owner was unavailable, I cancelled the meeting set up with the manager
Paragraph 6: After purchasing the fireplace,the gas log installation, and the subsequent malfunction, *** However, instructions to us about operating the fireplace with the doors open when we were originally told that it would work with the doors closed, wasn't helpful information and was contrary to the information and instructions provided by the Wood & Energy Store when the fireplace was purchased and also when the conversion to gas was done
The fact is the Wood & Energy staff instructions, as well as the fireplace and the gas log set literature, all state that the unit can and should be operated with the glass doors closed***
CONCLUSION: Since the Wood & Energy Store sold us a fireplace that didn't convert to gas as advertised and when used according to instructions, did not operate safely with the glass doors closed, as expected by their staff and us as customers, we are filing a claim for full compensation of costs incurred in obtaining a replacement gas fireplace
Final Business Response /* (4000, 9, 2015/01/12) */
This customer is choosing to interpret the manufacturers instructions differently than what was intended***
Final Consumer Response /* (4200, 11, 2015/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the Wood & Energy Store proposed resolution because they did not propose a resolution***
***
*** ***

Order was shipped with the following *** tracking number: *** - according to *** this package was delivered to the following: *** * *** *** *** *** * *** **
*** ** *** *** *** ***
*** *** *** ** *** Your
item was delivered to a parcel locker at 10:am on August **, in *** *** ** ***.Thank You Vogue Strap Shipping Dept

Initial Business Response /* (1000, 5, 2015/06/18) */
Our files indicate that the customer called in for service and was told that if the problem was covered by warranty their would be no chargeThe next day he called and cancelled the call because his furnace was working againWe asked him if
he wanted us to still come out and the response was yesOften customers will bring us out just for peace of mind and considering this was on December that could have been the caseWhen we arrived at the home everything was working fine and the customer was not chargedDue to a change in our computer systems and a recent clean up of outstanding receivables, this customer was inadvertently sent a letter reminding him of an outstanding amount owed for a service callThe customer does not owe us anything and the incorrect invoice has been voided
Initial Consumer Rebuttal /* (2000, 7, 2015/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/21) */
The contract and equipment was changed by the customer and was never agreed to by DyandWhen we reviewed the changes and scope of work the Customer was advised that we were refunding his deposit which we have already processed as the
cost to take on the job with the scope and changes would have been close to 75,We did not go back and ask for more, parts of the job changed so we simply turned the job down and issued a refund to the customer for the deposit he made

Revdex.com:At this time, my complaint, ID *** regarding Vogue Strap has been resolved
(By clicking "OK", your complaint will be closed as
Resolved.)
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/06/18) */
Our files indicate that the customer called in for service and was told that if the problem was covered by warranty their would be no chargeThe next day he called and cancelled the call because his furnace was working againWe asked
him if he wanted us to still come out and the response was yesOften customers will bring us out just for peace of mind and considering this was on December that could have been the caseWhen we arrived at the home everything was working fine and the customer was not chargedDue to a change in our computer systems and a recent clean up of outstanding receivables, this customer was inadvertently sent a letter reminding him of an outstanding amount owed for a service callThe customer does not owe us anything and the incorrect invoice has been voided
Initial Consumer Rebuttal /* (2000, 7, 2015/06/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:At this time, my complaint, ID *** regarding Vogue Strap has been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,*** ***

***,** * *** *** ** *** *** *** *** ** *** *** When I had the air conditioner installed, I presumed it was the right size as I trusted the Salesman to tell the truth as he was the expertI do not think that there is any dispute that the air conditioner is too small for our condoAgain, they never told me it would not cool the apartmentI just don't understand why they will not remove it or even provide a further discount so that I can at least purchase a portable unit to cool the rest of the condo. *** ***

Order was shipped with the following *** tracking number: *** - according to *** this package was delivered to the following: *** * *** *** *** *** * *** **
*** **
*** *** *** ***
*** *** *** ** *** Your item was delivered to a parcel locker at 10:am on August **, in *** *** ** ***Thank You
Vogue Strap Shipping Dept

Initial Business Response /* (1000, 5, 2015/11/18) */
We are unsure why this complaint was madeIt was received from the Revdex.com the day after the garage heater was reinstalled to code and the customer satisfied(as far as we are aware)
Initial Consumer Rebuttal /* (3000, 7,
2015/11/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Reply to Revdex.com Nov 28,
The furnace was intially installed on October 29, As of November 28, we still do not have a completed installation
To date, the second furnace installation inspection has not passedWe are left with a setup which is not per code and Dyand is refusing to address the deficiencies
- November - Dyand came and redid the entire first installation to address the deficiencies
- November - City of Edmonton inspector noted the following deficiencies (second installation)a) The unit did not indicate proper certification to operate at the required efficiency for our elevationb) The unit needed to be hardwired to the house power supplyc) An armoured power supply cable is requiredd) A designated outlet is required rather than a plug-inThe City of Edmonton notified Dyand to repair; Dyand contacted us to schedule an appointmentThis appointment was scheduled for November a.m
- November - We contacted Dyand, the Retro department, as they had not shown up to perform the repairsUpon contact we were told the appointment had been cancelledWe were not informed of thisWe were also told that they did not feel there were any deficiencies and they would be discussing with the City of Edmonton
We have not heard from Dyand sinceNo updates; nothing! We feel that the service, or lack thereof, is unprofessional
Dyand indicated that they had attempted to contact us several times to perfrom the second installationWe have no record of this; either phone messages or call displaySee correspondence below
Correspondence Synopsis
Begin forwarded message:
From: ***
Date: November 11, at 9:56:PM MST
To: Scott T***
Subject: Re: Garage Heater Installation
I did not receive a that on Tuesday morning I was at home expecting a call from youThere was no message on my answering machine eitherAs well we have call display and there is no call listed
On Nov 11, 2015, at 9:PM, Scott T*** wrote:
I have called you back on tues and got a voice mail and left the following message we will be sending our garage heater guy Ronnie to your res on thurs morning to correct the installationWe would have had him there today but it is a holidayI have no idea why you did not get the message but as I said to you when I was there I didn't like what I saw and we would fix everything to your satisfaction as soon as possible which is Thursday nov at your install is not unsafe it is awful looking and you have to understand we are going to make you happyPls call me now if you like my phone is always on
Sent from my ***
On Nov 11, 2015, at 7:PM, *** wrote:
Dyand Mechanical Systems Inc
- Ave
Edmonton, AB
T5M 3C
Attention: Scott T*** - Retro Manager
Re: *** *** Serial # *** installation at ***, Edmonton, Alberta
We request that Dyand Mechanical remove the said installation
Synopsis
The garage heater was installed on October and 30,
Heater power supply was improperly installed and the thermostat telemetry cable was improperly splicedWe were concerned that the installer did not provide sufficient equipment (stepladder) and asked to borrow oursWe witnessed the ladder being used in an unsafe manner
Installation photos were provided to you verifying the work deficiencies (see attached)
The $deposit and the payment balance of $1,580, for a total of $(incGST), were paid by *** at the Dyand mechanical office (west end)We felt confident to proceed with the installation upon conversation with Don (Z***), but the service level has degraded since thenThe balance was paid with the understanding that the deficiency work would be corrected; you would come to the residence to personally inspect/address
You came out to inspect the work on Friday November 6, Previously Dyand had asked to reschedule the site visit from November 3, to November 5, due to (their) internal scheduling conflict
When you did not arrive on November 5, 2015, you contacted citing problems at another location and would be at the house on Friday November 6, As you had previously indicated you would personally address, so we requested your presence
The visit revealed an additional problem as the gas supply line was making contact with the gas vent pipeIt was not indicated to us at the time that there is a potential safety issue and contradiction to the applicable Code
On November 6, it was indicated we would be contacted by the end of the day to schedule remediation work for next weekWe were not contacted
On Monday on November 9, 2015, we contacted you who indicated we would be contacted 'in ten minutes' to schedule the work as originally promisedWe were not contacted
An email confirming the scheduling conversation (attached) was sent on November 6, 2015; you did not replyYou read the Email on November 10, a.mWe were not contacted since
As our continued calls and emails have not been addressed and we have not heard back from Dyand, we no longer wish retain your services (or lack thereof)
We felt confident to proceed with the installation upon conversation with Don (Z***), but the service level has degraded since thenDue to the substandard installation and potential safety hazard, we have shut off the gas supply and disconnected the power feed
***
Regards
***
Final Business Response /* (4000, 9, 2015/12/03) */
We have been in constant contact with this customer (her husband mostly) This install was done exactly the same as more than a thousand other installations that passed inspection and we have been working with the city to try to understand why they were not passing this oneThe High altitude delimiting sticker is on the unit, the head inspector said...oh we must have missed itThe other issue of the plug having to be hard wired in is a new one and has never been an issue beforeWhen asked why all others were passed the inspector said he did not know but he wants this one and the ones we do in the future hardwired in....which is fineWe have an appointment to hardwire in this installation next week and it will at that time pass inspection
Final Consumer Response /* (2000, 11, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dyan initially came out on October 2, 2015, to install the *** garage heaterDyan returned a second time - the first time was to address below standard workmanship by the first installer - to address the deficiencies identified by the City of Edmonton inspector, on December 11, The installation was re-inspected (2nd inspection) on December 17, and passedAlthough we are relieved the unit is finally installed properly and has passed inspection, we are concerned about the time - two months plus - it has taken to complete this work to acceptable standards and codes

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Don W[redacted] our sales Manager did speak to Mr. [redacted] and explianed to him that the unit purchased and installed is correct for the sizing of his room. The size of unit that is installed is the spec the is put into place by the Architect/Engineer.Becuase of the spec's that are put into place by...

them this is the maximum size that can be installed. Also the pre run Electrical and Line set for the units are also ran according to the spec's laid out. The units are designed to be a room air conditioner Not a Central Air whole home AC. At time of purchase we also gave Mr. [redacted] a 10% discount as this is what we give to the Military personal.We have also sent out a Service tech to confirm that the unit is working with no problem. Our service tech adivsed that the unit is working the way it should.

We met with the customer on site today. Accompanying us was a representative from the [redacted]. He explained to the customer that all those things he found on the internet and assumed were happening with his unit are not happening. The unit is working perfectly according to [redacted] and the...

Installation is also done correctly according to [redacted]. The location of the unit because it is an alcove does amplify the sound produced and that is normal. [redacted] measured the sound the unit was generating today and it is 10DB LOWER than what is specified in the owners manual and literature. There is noting wrong with the unit, there is nothing wrong with the sound level. This customer was involved in all discussions and is aware that everything is fine

The customer is absolutely correct. The paperwork sent out with our service technician stated that a complimentary furnace maintenance was to be completed at the same time the condensate pump was checked. When the service technician returned he reported through our systems that the job had been completed to the customers satisfaction...however...he missed the notation on the paperwork requesting the complimentary maintenance so this was not done on that service call as we previously had stated.  We have now resent a technician to complete the complimentary maintenance on the furnace and have confirmed that the customer is now satisfied.