I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution in regards to the The financial portion of the issue to be satisfactory
Mr [redacted] complaint is unfoundedFederal Elite went well above and beyond to try and help him for a unit we did not install and is out of warrantyMr [redacted] has been advised by both the Service Manager and Operations Manager that all the issues and problems he has had in the last year are quite possibly from the loop that was installed by someone elseOperation Manager gave a quote on the loop to replace it, at that time Mr [redacted] informed that they had loop issues in the past and had already abandoned the first loop and installed a second loopMr [redacted] installed both loops with the advice of a friend and had and had another company set the geothermalThe loop has incorrect pipe sizing (way to small on everything that is exposed in the basement)As far as not having issues in the past we have went far above the call of duty for something not installed or warrantied by us, late night calls, weekend calls totally over $had we billed Mr [redacted] for all the work we have performed trying to get his unit into working orderMr [redacted] and the owner agreed on only charging Mr [redacted] $and that it was recommended we replace the entire loopMr [redacted] did not like the pricing given on the replacement of the loopHe had agreed that he would pay the $to us and then decide if he would like to install the loop with us and understood that until he paid his $we would not be able to do any further work for him A letter was sent to him giving him the cost of the repair along with the terms he and the owner discussedThe compressor, refrigerant, and all other parts we have installed at cost alone are more than the $Mr [redacted] and the owner agreed uponWe feel that there is nothing more we can do for Mr [redacted] and his situation since this system and loop were not installed by us we cannot guarantee that it will ever work properly and to his satisfactionWe will not be refunding Mr [redacted] his $as he was already agreed that he would pay that amount for all work that was completed to this pointAs you can see from the attached, he was sent the information he requested and he did agree that he would pay the $
As to my warranty I have a year labor warranty and years partsFederal needs to pay for the years of labor that is to be coveredIf they don't want to refund that amount then they need to be responsible for any labor cost that might be incurred in the year plan that they sold me
In response to Mr [redacted] about 5-year labor warrantyThe 5-year labor warranty that was given at the time of installation was “included” in the installation, it was not sold with an additional cost to the customerThat 5-year warranty is given and maintained in house and is non-transferrableMr [redacted] system was installed 7-14-which means the customer has a remaining warranty of years and days from 6-23-We are willing to pay Mr [redacted] those monies allocated for the remaining time on his labor warranty in the amount of $
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution in regards to the The financial portion of the issue to be satisfactory
Would like to apologize to MrCustomer that he had this experience A full refund check has been issued as requested and will be mailed out today 11-28-
Mr [redacted] complaint is unfoundedFederal Elite went well above and beyond to try and help him for a unit we did not install and is out of warrantyMr [redacted] has been advised by both the Service Manager and Operations Manager that all the issues and problems he has had in the last year are quite possibly from the loop that was installed by someone elseOperation Manager gave a quote on the loop to replace it, at that time Mr [redacted] informed that they had loop issues in the past and had already abandoned the first loop and installed a second loopMr [redacted] installed both loops with the advice of a friend and had and had another company set the geothermalThe loop has incorrect pipe sizing (way to small on everything that is exposed in the basement)As far as not having issues in the past we have went far above the call of duty for something not installed or warrantied by us, late night calls, weekend calls totally over $had we billed Mr [redacted] for all the work we have performed trying to get his unit into working orderMr [redacted] and the owner agreed on only charging Mr [redacted] $and that it was recommended we replace the entire loopMr [redacted] did not like the pricing given on the replacement of the loopHe had agreed that he would pay the $to us and then decide if he would like to install the loop with us and understood that until he paid his $we would not be able to do any further work for him A letter was sent to him giving him the cost of the repair along with the terms he and the owner discussedThe compressor, refrigerant, and all other parts we have installed at cost alone are more than the $Mr [redacted] and the owner agreed uponWe feel that there is nothing more we can do for Mr [redacted] and his situation since this system and loop were not installed by us we cannot guarantee that it will ever work properly and to his satisfactionWe will not be refunding Mr [redacted] his $as he was already agreed that he would pay that amount for all work that was completed to this pointAs you can see from the attached, he was sent the information he requested and he did agree that he would pay the $
A refund has been issued for $and will go out in the mail today
As to my warranty I have a year labor warranty and years partsFederal needs to pay for the years of labor that is to be coveredIf they don't want to refund that amount then they need to be responsible for any labor cost that might be incurred in the year plan that they sold me
In response to Mr [redacted] about 5-year labor warrantyThe 5-year labor warranty that was given at the time of installation was “included” in the installation, it was not sold with an additional cost to the customerThat 5-year warranty is given and maintained in house and is non-transferrableMr [redacted] system was installed 7-14-which means the customer has a remaining warranty of years and days from 6-23-We are willing to pay Mr [redacted] those monies allocated for the remaining time on his labor warranty in the amount of $