Tri County Climate Control LLC

Complaint: [redacted] I am rejecting this response because: 1) We didn't contact them for repairs when our AC failed to work because it was for the same issue that we had called them out to fix the previous summer, which occured within two months of the initial installation, and was obviously not fixed when they had the chance2) We knew that it was no longer under warranty (one year, and not knowing the repairs needed were due to the installation) and we would have to pay someone to fix it3) They accused us of it happening the previous summer because of a very dirty air filter, which there was, but which we had asked the company to clean the furnace when installing the AC and were assured they would, but they didn't, and then told us that was the problem, which was not the whole problem4) They were slow to return phone calls or emails the previous year when we needed to know what work they had done to correct the problemThe owner was upset with my husband when he initially posted an unflattering review and told him to only contact him through his administrative email in the futureMy husband decided to take down the review because it was still under warranty at that time5) We would not have had an issue, if when we contacted another company to fix the AC, if the issues were something other than the result of a poor initial installation, where duct tape was used instead of metal to seal parts, and a line was left in a kinked position Had the initial installation been done correctly, there would have been no need for repairs6) I called to let Tri-County Climate know about the repairs we had to have made, and I wanted to give them the opportunity to make it right by reimbursing us for our additional costs I told them I was going to write reviews, which I didAt no time did I use foul language or yell at the receptionist when she hung up on meI think if the receptionist didn't want to talk to me any longer, she could have said something in a polite way to let me know she was going to end the conversation instead of hanging up on me I consider that rude behavior to customers Tri-County Climate insists that if we had called them they would have come out to fix their work My confidence that they would have found their poor installation procedures, owned up to them, and indeed fixed them was not there, since they had an opportunity to do that within two months of the initial installation, and didn't find the reason the AC wasn't working Sincerely, [redacted]

We have rectified this situation with Ms [redacted] The salesperson, who is no longer with our company, entered an incorrect code in the financing paperwork We were not aware of this until being notified by the customerWe certainly were not trying to trick anyone or be dishonest There is no reason we would "trick" a customer into paying interest, as there would be zero benefit to our company The bank would get that extra money, not our company Regardless, the finance company would not work with us to reverse the incorrect interest rate and subsequent charges Therefore, we reimbursed Ms [redacted] out of pocket for the balance of the finance charges she paid We sent the check to her last week and to our knowledge, she is now satisfied Please let us know if you have any other questions

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

In response to Mrs***'s complaint, we stand behind our work with a lifetime workmanship guaranteeIn addition, her system has a 10-year equipment warranty on top of our 1-year labor warranty (which is now expired)We would have happily come out and fixed/replaced any necessary parts in her
system due to workmanship if we had been given the chanceBefore the most recent contact, the last time we heard from Mrs*** was over a year ago at which point we had gone out and changed an extremely dirty filter. The system we installed is in a 2nd home for the ***s that they rent out to tourists. We had no idea her system wasn't operating properly this summer because she chose to call another company instead of us to come out and inspect/fix the system. The most recent communication with Mrs*** was a phone call demanding that we pay for the repairs. Our Office Manager spoke with her and explained that we stand behind our work and will come out and fix any issues. If there is some reason we can't fix it, we then work with our manufacturer and tech support. Our Office Manager explained that we would not be able to compensate her for the repairs because we didn't even know there was anything wrong. We absolutely would have stood by our work, but Mrs*** never gave us that chance. Instead, she called and demanded reimbursement for the repairs done by another company, acting very hostile and rude to our Office Manager. She threatened to leave awful reviews anywhere she could...which she did, and to which we responded. My employees have my full support and permission to end a phone call if they are feeling threatened in any way. We let Mrs*** know that she is free to have her system serviced/maintained/repaired by any company. The equipment warranty is transferable Thank you,Brad S***

Complaint: [redacted]
I am rejecting this response because: 1) We didn't contact them for repairs when our AC failed to work because it was for the same issue that we had called them out to fix the previous summer, which occured within two months of the initial installation, and was obviously not fixed when they had the chance. 2) We knew that it was no longer under warranty (one year, and not knowing the repairs needed were due to the installation) and we would have to pay someone to fix it. 3) They accused us of it happening the previous summer because of a very dirty air filter, which there was, but which we had asked the company to clean the furnace when installing the AC and were assured they would, but they didn't, and then told us that was the problem, which was not the whole problem. 4) They were slow to return phone calls or emails the previous year when we needed to know what work they had done to correct the problem. The owner was upset with my husband when he initially posted an unflattering review and told him to only contact him through his administrative email in the future. My husband decided to take down the review because it was still under warranty at that time. 5) We would not have had an issue, if when we contacted another company to fix the AC, if the issues were something other than the result of a poor initial installation, where duct tape was used instead of metal to seal parts, and a line was left in a kinked position.  Had the initial installation been done correctly, there would have been no need for repairs. 6) I called to let Tri-County Climate know about the repairs we had to have made, and I wanted to give them the opportunity to make it right by reimbursing us for our additional costs.  I told them I was going to write reviews, which I did. At no time did I use foul language or yell at the receptionist when she hung up on me. I think if the receptionist didn't want to talk to me any longer, she could have said something in a polite way to let me know she was going to end the conversation instead of hanging up on me.  I consider that rude behavior to customers.  Tri-County Climate insists that if we had called them they would have come out to fix their work.  My confidence that they would have found their poor installation procedures, owned up to them, and indeed fixed them was not there, since they had an opportunity to do that within two months of the initial installation, and didn't find the reason the AC wasn't working.
Sincerely,
[redacted]

We have rectified this situation with Ms. [redacted].  The salesperson, who is no longer with our company, entered an incorrect code in the financing paperwork.  We were not aware of this until being notified by the customer. We certainly were not trying to trick anyone or be dishonest. ...

There is no reason we would "trick" a customer into paying interest, as there would be zero benefit to our company.  The bank would get that extra money, not our company.  Regardless, the finance company would not work with us to reverse the incorrect interest rate and subsequent charges.  Therefore, we reimbursed Ms. [redacted] out of pocket for the balance of the finance charges she paid.  We sent the check to her last week and to our knowledge, she is now satisfied.  Please let us know if you have any other questions.