Bornstein Sons, Inc.

As recently as today I communicated with Mrand Mrs*** via email and sent a technician to their home to take care of a few items we agreed upon.They were supposed to rescind the complaint.They have agreed to reverse a chargeback through their credit card company and in an effort to further resolve our difference we extended their warrantee

Our company installed a replacement furnace, cooling coil and air conditioning condensing unit for Mr. and Mrs. [redacted]. Mr. [redacted], the President and co-owner of our company, with nearly 43 years of personal experience in this industry, calculated the unit size required to cool the home. The initial...

calculation was marginally between 2.5 and 3 "tons" of cooling. The initial operation of the system required some adjustment of the refrigerant (which is normal upon filling the system after installing new equipment) and this was executed and verified several weeks later. There was a factory defect with a small valve component of the coil, which we immediately replaced, at our expense, in an expeditious manner. The system began "freezing up" and according to the protocol of the Trane Manufacturing Company we took the steps required to prove that we followed procedure as the [redacted] requested a new outdoor condensing unit. These were NOT 'trial and error' attempts as the consumer stated, but rather appropriate professional steps in eliminating other possible problems. Our company brought in a Trane evaluation expert that is employed by the local distributor of the product. He provided a written report about the installation, including but not limited to a remark he made verbally to the customer, that the concealed ductwork, original to the home, was undersized and impacting on the performance of the equipment. Additionally, he stated that the system was installed properly and because of the size of the duct system, that our company did not install, he recommended replacing the outdoor unit with a half-ton smaller unit. (NOTE: When a condensing unit with newer refrigerants, such as we installed, replaces an older unit with refrigerant that is no longer used we can find that the duct system is "less forgiving" meaning it operates in a different manner and the result can impact the cooling.) Without hesitation we replaced the outdoor unit immediately, at our company's expense. Our contract clearly states, "On completion of the installation, should any other defects in existing components of the air conditioning system become evident, such defects shall be corrected at additional cost if authorized by the customer. Bornstein Sons, Inc. is not liable for insufficiencies in neither air flow nor air flow distribution of ductwork not installed by Bornstein Sons, Inc." Mr. and Mrs. [redacted] signed and accepted the terms of our contract. It is true that Mr. and Mrs. [redacted] disputed the final payment of the installation, which in essence causes a default on their part of the contract; however despite that, we sent an impartial party, another AC Contractor, to inspect the system on September 8th, where he stated in a letter on file at our office that the "installation was a professional job and should have no problem passing inspections" Additionally, he stated that he "measured the house and determined that the required BTU capacity was correct at 2.5 tons." While this other contractor attempted to manually lower blower speed settings, which he felt might negatively impact on airflow, that caused a problem which further overheated the Wurzels home, and thus we sent a technician of our employ on Saturday September 10th to reverse the changed settings and our technician got proper cooling temperatures. The reader should know that our extended efforts to satisfy the customer were done even with the credit card dispute, as we are not in the habit of walking away from responsibility. Our Revdex.com A+ rating and zero complaints stand to further substantiate our reputation. We, of course, were not aware of the fact that the customer had filed a complaint with the Revdex.com until September 12th, thus our timely response to restore our rating. In closing, we have never in all of our years in business, walked away from our contractual responsibility, even on small repairs. Our reputation is too important and our moral barometer impacts on the way we conduct business. Mr. and Mrs. [redacted] are clearly trying to take advantage of this situation. Upon initial completion they were thrilled with our company, posted a 5 star review on Google+ and returned a customer survey to our office stating how happy they were with our company. We have not given them any reason to doubt our responsiveness. And yet, they are being unreasonable. We have asked that they reverse the dispute of the credit card chargeback. They refuse to do so, and yet they continually ask us to do more. We are prepared to extend their initial warrantee and provide annual tune-up service for two years both fall and spring, where our technicians will check the operation of the equipment we installed to ensure it is performing properly. The value of these 4 service visits is more than $700. We have explained this thoroughly to the Credit Card merchant services who feel we have provided adequate response. We are not responsible for the [redacted] decision to stay home from a shore house rental on any given date to accommodate our service technicians. All services were performed as quickly as responsible on dates and times requested by the [redacted]. We are additionally prepared to refund $125 to the [redacted] for the difference in retail cost of the half-size smaller tonnage outdoor AC unit. We are being reasonable and appreciate a fair outcome to our request to remove this smudge on our reputation. Copies of our installation contract, reports from others, and letters to the Credit Card Merchant Service are available to the Revdex.com upon request. Feel free to contact me with further questions. [redacted]

We have resolved this issue with Mr. [redacted].Mr. [redacted] has advised us that he will be getting in touch with the Revdex.com to alert you to the resolution; however I’m told that he is away on vacation or business this week.I assume and hope you’ll hear from him upon his return.Consumers don’t...

unfortunately have the patience to have discussions with small business owners and evidently sometimes lash out with a complaint which evidently has happened.We will attempt to contact him, however, from our perspective (and we can provide a copy of the resolution he accepted) we have happily resolved Mr. [redacted]’s concerns.Thank youBonnie B[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

Please note that the above matter has been resolved with Bornstein. They contacted me promptly and resolved the matter. Would you please contact them to let them know that you have dismissed the complaint. Thank you [redacted]