Sila Heating and Air Conditioning, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be
closed Administratively Resolved] Complaint: ***I am rejecting this response because: Although Sila replaced the unit (after I complained) they did not extend the warranty that I paid for and requestedI had originally paid for an additional warranty on the product starting from 5/1/to 5/1/for a total cost of $The original defective unit installed in 5/1/2013, broke down within a yearI want my paid warranty to start on 5/1/and goto 5/1/It is inconseivable that a $25,AC unit would stop working in one year and I have lost all faith in this productI wish to have my warranty that I paid for extended by a year.Regards,*** ***

May 7, 2015I am in receipt of your letter dated May 1, 2015 regarding the above mentioned case number. I appreciate you taking the time to follow up on this matter which has been resolved with [redacted], and the details of which are detailed below, Should you have reason to require further...

explanation or details of the complaint, please contact me directly.On or around February 24, 2015, [redacted] contacted the Sila office in King of Prussia claiming that he did not know the “Credit Card Agreement with [redacted] Bank (“the Bank”)”, which he signed on February 11, 2015, was in fact a line of credit with [redacted] Bank, The confusion appeared to have come from discussions with our sales representative who told [redacted] that “...we have financing...” but failed to explain properly the details of the financing program, and the fact that “our financing” was in fact [redacted] finacing.Our sales manager attempted to contact [redacted] following his contact to the Sila office but was unsuccessful in his attempts to resolve the matter at that time.On March 9, 2015, [redacted] sent a letter to [redacted] & Company claiming unfair, deceptive and/or abusive acts relating to credit card applications. A copy of this letter was sent to the principals of Sila Heating and Air Conditioning. Following the receipt of this letter, on or about March 11, 2015 I called [redacted] to discuss the issue with him. [redacted] clearly laid out the cause for the confusion, and I was able to understand that the Sila representative did not provide sufficient verbal explanation of the financing, despite the fact that the [redacted] documents support the program. [redacted] and I further agreed that Sila would process a refund via [redacted] and [redacted] would remove any/all inquiries made on [redacted]'s credit as a result of this transaction,[redacted] and I further agreed that in place of the $5,600 balance due; [redacted] would pay Sila $5,200 by check to satisfy the contract. The remaining $400 would be written off by Sila to compensate [redacted] for the aggravation surrounding the transaction and to further compensate for loss of expected interest/earnings having been forced to pay the entire balance 12 months early. Final payment would follow confirmation that the [redacted] account has been closed and the credit inquiry removed from [redacted]’s credit history,I spoke to [redacted] on Wednesday May 7, 2015 and confirmed that he considers the matter resolved. I confirmed with [redacted] that he thought it proper to respond to the Revdex.com indicating that the matter is closed. [redacted] also indicated that he will update the posts he made to [redacted], [redacted], and any/all other social media outlets he used to share his displeasure with the transaction and Sila,So, [redacted] the issue is closed. Sila has been able to work directly with [redacted] to resolve the issue to his complete satisfaction. It is for you to update our account to good standing and return our account to an “A” rating. Pleaserespond, in writing, to confirm that this update will be made and by what date.I appreciate your attention to this matter and look forward to Sila returning to an “A” rating with the Revdex.com.Sincerely,Michael RVice President;

This complaint has been resolved. Sila has installed a new system for the customer, replacing their old and meeting their requests.

To whom it may concern,
 
In regards to the above mentioned customer and Revdex.com complainant, Sila has replaced his unit and attached to it a one year warranty from the date of the replacement.  I hope this shows how much Sila stands behind our work and puts our customers first.
 
Thank you,
 
 
Michael R[redacted]
t. ###-###-####
f. ###-###-####
sila.com

Review: I put in a service call w Sila pertaining to ice around my heating unit. They tested the unit and informed me it was functioning correctly. They charged me for the service call. I promptly paid them by check at the end of the service call. The night of the service call the heater did not work. I called the in the following days and they said they would send someone out to check the unit free of charge. The tech arrived and checked the unit and informed me that he didnt know what was wrong and "could not read the codes" on the unit. He said they would have to send someone out who specializes in the Mitzubishi unit and that I would not be charged. I called the next day and Sila said they would have to charge me $200 an hour for someone to check the unit.Desired Settlement: The heater worked prior to Sila coming out the first time. Sila should fix my heater or refund my payment.

Business

Response:

Dear **. [redacted],

Review: I contracted with Sila Heating & AC on May 21, 2013. The repairman was professional and quite knowledgeable. However, he had to come back to finish the repair and broke the breaker on the AC. I have not heard from the repairman and I have been in contact with the company via email several times. I even contacted [redacted] (they were chosen from that list). [redacted] list is unable to go any further with the complain (exept publish it). Yesterday morning I spoke with [redacted] who assured me she would speak with her supervisor and get back with me. These have been the hotest days of the season and I am still without air conditioning. I asked that they check the make, model, and serial number of my air conditioner to obtain the amperage for the breaker. I have not heard back from the company yet. I am always the one to initiate contact. They have not solved the problem or told me what they plan to do to correct the situation. Please HELP!Desired Settlement: I would prefer a new breaker comparable to the model, make, and serial number of my present unit.

Consumer

Response:

[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.]

I have received the part (breaker) that was broken by the repairman. He installed the breaker and my air conditioner works. This resolution is in reference to complaint ID [redacted]. I find that this resolution is satisfactory to me.

Regards,

Review: The high velocity AC system was installed in mid 2013. Exactly one year and a month later, in the middle of a warm week the high velocity AC system stopped working. I called the service line and left a message for "emergency service". No one called me back. The next day I took time of work, called them again at which point someone was sent over. They informed me that there was a hole in coil. They repaired the hole. The system worked for another month and then stopped working yesterday. I called them again and they sent someone in the evening. I was informed that the patch they did was not sufficient and they also had most probably had put in excess freon which caused the system to stop working (this was what the technician told me). The technician told me that they would have to replace the coil. I called the office next day (since no one got back to me in the morning), and got through to Johnathon who informed me that the coil would take a week to be custom made (really?) and so the system will be repaired in approximately 2 weeks. Yes, so for the next couple of weeks, in the middle of summer I will have to move my dogs and baby to a hotel if it get unbearable. They have offered to bring me window units for me to install in the house. I cannot install window units by myself.

The bottom line is if I spend $26,500 I expect to have an AC unit that is not going to blow up in one year !Desired Settlement: Sila should have replaced this unit, without trying to replace these defective parts. Also, the warranty I purchased should be extended by a minimum of two years.

Business

Response:

This complaint has been resolved. Sila has installed a new system for the customer, replacing their old and meeting their requests.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because: Although Sila replaced the unit (after I complained) they did not extend the warranty that I paid for and requested. I had originally paid for an additional warranty on the product starting from 5/1/14 to 5/1/17 for a total cost of $816.00. The original defective unit installed in 5/1/2013, broke down within a year. I want my paid warranty to start on 5/1/15 and goto 5/1/18. It is inconseivable that a $25,669 AC unit would stop working in one year and I have lost all faith in this product. I wish to have my warranty that I paid for extended by a year.Regards,[redacted]

Business

Response:

To whom it may concern,

In regards to the above mentioned customer and Revdex.com complainant, Sila has replaced his unit and attached to it a one year warranty from the date of the replacement. I hope this shows how much Sila stands behind our work and puts our customers first.

Thank you,

Michael R[redacted]

t. ###-###-####

f. ###-###-####

sila.com