Western Hills Health Care Center

Mr*** I am writing you in response to your expressed dissatisfaction with our services We have been out to your home a total of times since the system was installed on 8/3/2010, the first visit was 10/30/and was for a clogged drain line the technician resolved the issue, the next visits were for Heat inspections 2/14/2014, 11/14/2014, and 11/4/(this is the visit where you signed up for our bi annual maintenance), then we had our AC inspection on 4/28/the first and only AC check that you received since the install This is the visit where we cleared out the drain line as well as performed other system checks where we ultimately determined a capacitor was badWe then returned on 5/4/to replace the capacitor and the system was working fine at that time on June 27th you experienced a condensation issue with your air conditioner We sent a technician out to determine what the issue was Our field technician cleared the drain out, and reported that there may still be a problem to his supervisor [redacted] In an effort to understand how this could happen a few months after a maintenance was performed, [redacted] visited your home to inspect the system and identify any issues that could lead to this problem happening again [redacted] identified a roll of carpet laying on the drain line adjacent to the ac unit, which caused the pvc to develop a belly, and led to double trapping of the condensate lineThis is what had caused the issue We as a company work very hard on anticipating issues with all our customers HVAC equipment, and are very proactive in our approach to maintenance Unfortunately, due to the proximity of the carpet to the workspace, we did not, nor would anyone else, have identified the potential for a water problem I am terribly sorry that you have had to experience this, and I am glad that you were able to get the problem resolved As a courtesy I am going to disregard the $charge that was incurred on our 7th visit out where we investigated and determined that there was more going on than just a clogged drain In addition, due to the nature of condensation lines our warranty on drain clearing is only days Again though Mr [redacted] I am terribly sorry that you had to experience this within your home, and I hope you understand that this simply was not caused by Comfort AirBest regards, [redacted] Comfort-Air Eng/Primo Plumbing [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11693566, and find that this resolution is satisfactory to me Regards, Wassel ***

Complaint: ***
I am rejecting this response because: until the situation is resolved I am not withdrawing this complaintIt is not resolved*** did come eat with me at my home and he found some issues on the comfort air side that need to be fixedNo work has been scheduled
Regards,
*** ***

September 18, 2015 RE: Complaint Resolution for [redacted] To Whom It May Concern: This letter is to serve as notification that Comfort-Air Engineering did receive a complaint from the Revdex.com in regards to [redacted]. I have been in contact with Ms. [redacted] and I am meeting with her at her...

home, located at [redacted], on September 18th, 2015, to better understand her complaint and to identify if her problem is a workmanship issue, equipment issue, or a new issue that is not being addressed with her new HVAC system. One of her main complaints is the loss signal of Wi-Fi to her thermostat. She gets a non-communicating error when the thermostat loses signal. This may or may not be an equipment issue. Many times this may be caused by the Wi-Fi itself and have nothing to do with the thermostat. She also says that her guest bedrooms don't cool down to 72°F. CAE did not replace any ductwork on her bedrooms when we installed the new equipment. However, we do want to find out what can be done to improve her living conditions because we value our customers. The equipment has been service and is working properly. I will follow up on what 1 find and will let you know. Sincerely, [redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11693566, and find that this resolution is satisfactory to me.
Regards,
Wassel [redacted]

Mr. [redacted]                I am writing you in response to your expressed dissatisfaction with our services.  We have been out to your home a total of 7 times since the system was installed on 8/3/2010, the first visit was 10/30/2012 and was for a clogged...

drain line the technician resolved the issue, the next 3 visits were for Heat inspections 2/14/2014, 11/14/2014, and 11/4/2015 (this is the visit where you signed up for our bi annual maintenance), then we had our AC inspection on 4/28/2016 the first and only AC check that you received since the install.  This is the visit where we cleared out the drain line as well as performed other system checks where we ultimately determined a capacitor was bad. We then returned on 5/4/2016 to replace the capacitor and the system was working fine at that time.  on June 27th you experienced a condensation issue with your air conditioner.  We sent a technician out to determine what the issue was.  Our field technician cleared the drain out, and reported that there may still be a problem to his supervisor [redacted].  In an effort to understand how this could happen a few months after a maintenance was performed, [redacted] visited your home to inspect the system and identify any issues that could lead to this problem happening again. [redacted] identified a roll of carpet laying on the drain line adjacent to the ac unit, which caused the pvc to develop a belly, and led to double trapping of the condensate line. This is what had caused the issue.  We as a company work very hard on anticipating issues with all our customers HVAC equipment, and are very proactive in our approach to maintenance.  Unfortunately, due to the proximity of the carpet to the workspace, we did not, nor would anyone else, have identified the potential for a water problem.   I am terribly sorry that you have had to experience this, and I am glad that you were able to get the problem resolved.  As a courtesy I am going to disregard the $97.18 charge that was incurred on our 7th visit out where we investigated and determined that there was more going on than just a clogged drain.   In addition, due to the nature of condensation lines our warranty on drain clearing is only 30 days.  Again though Mr. [redacted] I am terribly sorry that you had to experience this within your home, and I hope you understand that this simply was not caused by Comfort Air. Best regards, [redacted]Comfort-Air Eng/Primo Plumbing[redacted]
[redacted]
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