Revdex.com:I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This complaint is twofold. I cannot accept the responsibility for the warrantee issue on the units that were installed by your Company at the time the house was built. Reason being is that your company had a service agreement to check the performance of these units after I had taken possession of the premises. Why wouldn’t you make mention to this at that time. Also regardless of the first issue, I purchased a new hybrid heat pump directly from your Company Model [redacted] Serial [redacted] after the house was occupied. At that time none of your company’s representatives made any mention to extending a warrantee what so ever. It was only until I contracted with another company where I found out that a simple registration process could have achieved this. You also said that you would check into getting [redacted] to extend all warrantees which you were merely blowing smoke and you had no intentions on calling me back. As far as treats of any kind made by me to you or any of your employees, this is an attempt to wipe your hands of this issue because I have made no threats what so ever. If you interpret me letting my neighbors know of the service I have received from your Company or writing an unfavorable reviews of the service I’ve received. I believe your Company engages in unethical business practices where you specifically don’t mention these issues so that you can sell maintenance agreements. [redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]There were mentions of a leak analysis but never offered as definitive or viable option. I have provided customer service for over 20 years. The technicians explained the 'possibility" of a leak as an assumption and ran off a bunch of numbers. There was no attempt to literally show me the areas of concerns. If that was done maybe understanding what was going on would have been a little easier to understand than just running off an assumption and numbers for replacements! This is the first time I have ever been completely frustrated in dealing with a company who isnt clear in its interactions with a customer! There has been more rhetoric and assumptions than pulling me aside and show me what the possible issue was?? Dont talk at me with numbers, HVAC jargon and assumptions. Part of the job is to get the customer to understand clearly that the problem is so a confident decision can be made!
Regards,
[redacted]
In response to Mr. [redacted]'s complaint, we have attached the invoices and signed contract from both visits. During the first visit the Technician did explain to him that the system was low on refrigerant it normally indicates a leak in the system. At that point Mr. [redacted]...
declined the recommended leak search decided to just add refrigerant in hopes that the system would continue working for the remainder of the summer. When Mr. [redacted] called in the second time on 9/11/2016 our Technician informed him that he had a very large leak in the system and gave him the option to either repair the leaking part or replacing the equipment. Mr. [redacted] opted to replace the system, our technician provided an estimate and a contract was accepted to replace the system. Being that Mr. [redacted] agreed to replace the system, our Tech advised him that if he opted to add refrigerant to the system that we would subtract that amount from the cost to replace his system. This is standard practice so that our client might have some AC relief until the date of the replacement. That is also reflected on the contract that he signed. When we attempted to contact him to set up his installation. He stated that he wanted to wait on the installation. We tried to reach out to him several times after that, but did not receive any response. Our technician followed company policy and provided the customer with his available options. We are sorry that this was a negative experience for Mr. [redacted], we strive to deliver the best customer and technical service possible. Our offer stands that the money spent to add refrigerant can be credited to the replacement price of the new system.
Revdex.com:I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This complaint is twofold. I cannot accept the responsibility for the warrantee issue on the units that were installed by your Company at the time the house was built. Reason being is that your company had a service agreement to check the performance of these units after I had taken possession of the premises. Why wouldn’t you make mention to this at that time. Also regardless of the first issue, I purchased a new hybrid heat pump directly from your Company Model [redacted] Serial [redacted] after the house was occupied. At that time none of your company’s representatives made any mention to extending a warrantee what so ever. It was only until I contracted with another company where I found out that a simple registration process could have achieved this. You also said that you would check into getting [redacted] to extend all warrantees which you were merely blowing smoke and you had no intentions on calling me back. As far as treats of any kind made by me to you or any of your employees, this is an attempt to wipe your hands of this issue because I have made no threats what so ever. If you interpret me letting my neighbors know of the service I have received from your Company or writing an unfavorable reviews of the service I’ve received. I believe your Company engages in unethical business practices where you specifically don’t mention these issues so that you can sell maintenance agreements. [redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]There were mentions of a leak analysis but never offered as definitive or viable option. I have provided customer service for over 20 years. The technicians explained the 'possibility" of a leak as an assumption and ran off a bunch of numbers. There was no attempt to literally show me the areas of concerns. If that was done maybe understanding what was going on would have been a little easier to understand than just running off an assumption and numbers for replacements! This is the first time I have ever been completely frustrated in dealing with a company who isnt clear in its interactions with a customer! There has been more rhetoric and assumptions than pulling me aside and show me what the possible issue was?? Dont talk at me with numbers, HVAC jargon and assumptions. Part of the job is to get the customer to understand clearly that the problem is so a confident decision can be made!
Regards,
[redacted]
In response to Mr. [redacted]'s complaint, we have attached the invoices and signed contract from both visits. During the first visit the Technician did explain to him that the system was low on refrigerant it normally indicates a leak in the system. At that point Mr. [redacted]...
declined the recommended leak search decided to just add refrigerant in hopes that the system would continue working for the remainder of the summer. When Mr. [redacted] called in the second time on 9/11/2016 our Technician informed him that he had a very large leak in the system and gave him the option to either repair the leaking part or replacing the equipment. Mr. [redacted] opted to replace the system, our technician provided an estimate and a contract was accepted to replace the system. Being that Mr. [redacted] agreed to replace the system, our Tech advised him that if he opted to add refrigerant to the system that we would subtract that amount from the cost to replace his system. This is standard practice so that our client might have some AC relief until the date of the replacement. That is also reflected on the contract that he signed. When we attempted to contact him to set up his installation. He stated that he wanted to wait on the installation. We tried to reach out to him several times after that, but did not receive any response. Our technician followed company policy and provided the customer with his available options. We are sorry that this was a negative experience for Mr. [redacted], we strive to deliver the best customer and technical service possible. Our offer stands that the money spent to add refrigerant can be credited to the replacement price of the new system.