After being a customer for over 15 years, we had to buy a new heat pump in 8/2012. Advanced air and heat, quickly came out and install another unit the next day, but we had had problems with unit 3 times. Replacing major parts on our unit each time, Schrader valve first, then motor and fan blade, after just 1 year of use. Tried to call to talk to owner about problem, but could not get him on phone, or to return call. This unit is to last ten years? Will not be using them anymore, now stuck with them for warranty on this **** unit!!!After researching unit, found that list price was $3020, they charged me $5540.00, with rebates, down to $4840.00, still ripped off for over $1500.
Product_Or_Service: Amana heat pump
After researching price, I would like to replace unit.
On 8/31/12, the owner purchased a new Air Conditioning and Heating system for the initial amount of $5540, after all rebates, discounts, and credits the total sale price was $4235. The owner decided to purchase an optional 10 year extended labor & refrigerant warranty for an additional $495 making the total purchase price $4730. As for pricing comparisons, it is impossible to compare equipment only internet pricing with an installed price that includes the system, labor and materials to install the system, and the warranty that guarantees parts and labor to service the system.
Our records show that on 11/27/13 the first service request on the system was made by the owner, our service technician diagnosed that the reversing valve in the outdoor condenser was leaking refrigerant. The reversing valve was replaced with the factory authorized part the same day at no charge to the owner. During the repair our technician noticed that the outdoor condenser fan motor was still working but did not seem to be operating properly. The technician decided that a new motor and fan blade should be ordered as a precaution for the owner, to prevent the motor unit from failing and causing any further damage to the unit should the motor become defective.
On 12/13/13, our office called the owner to schedule to have the motor and fan blade replaced at their convenience, a phone message was left at that time. On Saturday 12/14/13, the owner called back and spoke with dispatch and asked why we are replacing parts in his unit that is a little over 1 years old. Dispatch could not answer the question and asked if it would be ok that a manager call him back on Monday which the owner agreed to. On Monday 12/16/13, our Service Manager called and spoke with the owner explaining the reasons for replacing the motor. The owner was not satisfied with our plans to repair his system at no cost to him, instead the customer wanted his system to be replaced, which the Service Manager did not have the authority to approve. On Friday 12/20/13, the General Manager called and spoke to the owner's wife and asked that she have her husband call back to discuss his concerns, she informed the General Manager her husband would call back on Monday 12/23/13. On Monday 12/23/13, the owner called back and spoke to General Manager about his issues with the system, during the conversation the General Manager offered to replace the entire outside condensing unit at no charge to the owner. The owner however, was not satisfied with our offer to resolve the problem as he believes we should fully replace his warrantied system with a completely new system of a different brand than what he originally purchased.
We take pride in our customer service values, always working hard to resolve any issues our customers may encounter. We want to take care of this customer's needs, we have offered to replace major components under the warranty process to provide our customer with a fully functional system, all which would be done at no cost to the owner.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response
Mr. ******* pricing concerns are with the previous company that is no longer in business.
Our company did not sell him the system. However, we will replace the outside condenser unit that had service with a new condenser unit (same model) at no charge.
This will give Mr. ******* a new condenser unit and the existing parts and labor warranty will remain in affect.