On November 7, 2014, I renewed my home maintenance contract for my AC unit and furnace with Perfect Home Services in Naperville. In vendor terms, it is called as 'VIP Program'. Perfect Home Services is the original installer and dealer of my ***** heating unit that includes *********** heat pump and ***** gas furnace.
Recently, on November 25, 2014, I made an appointment for routine heating tune-up service. Technician *** from Perfect Home Services did the tune-up on November 25, 2014. My heating system has a heat pump and a furnace. *** checked the furnace; but did not check the heat pump. When asked *** acknowledged that he does not have the skill set to service heat pump. Since his work is incomplete, I did not sign the certificate of completion.
When he left, the house temperature increased uncontrollably to 85⁰ and the humidifier system started to have water leak. I immediately called the customer service, and she responded that the service is completed and it is my responsibility to take care of the problem. At the end of the call, she advised me to withdraw from the VIP program.
Nevertheless, I did not withdraw from the program. After 4 repeated calls, they finally sent another technician, ****, on the same day. He replaced the thermostat and the outdoor temperature sensor, and the issue seemed to be fixed. I signed the certificate of completion. He informed that, if the issue reoccurs, he will bring a ***** engineer to fix the issue after December 1st due to Thanksgiving Holidays.
Again, on November 27, 2014, the heating system stopped working and the house temperature decreased significantly overnight. In the morning, I called the customer service and they sent me another technician ****. He discovered that there was wiring issue between the thermostat and the heating system. He temporarily fixed the wiring and he suggested to replace the wiring system. Moreover, he also mentioned that technician **** will contact me back with further details about this reoccurring issue.
On November 30, 2014, I noticed again the heating system stopped working from night before. Likewise, I called the customer service requesting for technician. After many calls, the company refused to send any technician. Furthermore, they told me that they will contact ***** Company as well as advised me to contact the manufacturer by myself, and so far I have not received any reply from the Perfect Home Service or ***** Company. Moreover, they asked me to fix the current issue through another contractor.
Since my house temperature was decreasing rapidly, I was worried that it may cause further complications such as health problems, freezing pipelines, and other damages to household items. I immediately hired another contractor, **** ***** Heating and Air Conditioning, with the help of my home warranty insurance. They fixed the heating issue temporarily by replacing the transformer, control board, thermostat, and rewiring of the heating system. Currently, only the furnace is working temporarily to provide the heat for the house. Unfortunately, since the contractor is not authorized ***** dealer, he could not fix the Trane heat pump.
In summary, I did not have heat for about three days and nights, settled with nonfunctional heat pump and electronic air filtration system, and broken thermostat, which I paid to be replaced by Perfect **** Service on November 25, 2014. Due to bad wiring by Perfect **** Service, many of the heating components have to be replaced by **** ***** as mentioned above.
To resolve this issue,
- I would like to have my heat pump, humidifier and air filtration system repaired or replaced as mentioned in the 10-year manufacturer warranty (enclosed copy of Perfect **** Service Warranty on ***** Products)7.
- I would like my money to be refunded for the broken thermostat, outdoor sensor and other heating system components, caused by the bad wiring done by Perfect **** Services ($549.06 as noted in the enclosed certificate of completion4).
- Finally, I would like to be fairly compensated at $5000.00 for undergoing emotional stress from Perfect **** Service.
Contact Name and Title: ***** ***********
Contact Phone: XXX-XXX-XXXX
Contact Email: *************@gmail.com
We apologize we were unable to service your unit. Our technicians our not specialists with regards to heat pumps and did the best they could to accommodate you. Though we do not like to loose customers we feel it would be in your best interest to find a contractor that does specialize in heat pumps to service your manufacture warranty item. The warranty as stated above is with *****. You can contact ***** for a list of vendors that do specialize in heat pumps.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the proposition from Perfect Air Service. According to ****** it is recommended to go through ******* Comfort Specialist' in local area, which is Perfect Air Service. It is easier for Perfect Air, who is authorized dealer of *****, to get the technical support for my heat/AC unit. It is also ******** recommendation for homeowners to perform unit repairs through their local authorized dealership.
Furthermore, as quoted in the advertisement on Perfect Air's website, "Perfect Air is proud to offer our industry leading, all inclusive 10 Year Parts and Labor warranty on all new heating & air conditioning systems we install. Buy a new system from us and rest assured you won't pay a single penny for any repairs for 10 years!" As the installer of my heating unit, I want the Perfect Air Service to honor their word by fixing the unit entirely, and not false-advertise to their customers.
Moreover, according to Perfect Air's website, they also offer warranty on repair as I quote: "Perfect Air also offers the industry leading 3 Year Parts and Labor warranty on all repairs that we make. If we make a repair, we guarantee it for 3 years." Since the repairs did not last a week, I want the Perfect Air to honor their guarantee. In addition, the work order form, which is the form that customer signs after work are completed, clearly indicates that all repair parts have 1-year parts and labor warranty. Since the parts replaced by Perfect Air failed within the 1-year warranty period, it is Perfect Air's responsibility to accommodate the repair failures not through another contractor.
As their technicians are not specialized to fix my heating unit as stated above by Perfect Air representative, even though they are the installer of my unit, I demand the following from Perfect Air:
Replace my entire heating/AC unit as whole to the current updated model
Fix or replace my home humidifier and air filtration system, which is currently not working due to bad wiring resulted from all the repair failures
Refund my money that I paid for all the repair services, which includes the broken thermostat, outdoor sensor, and other heating unit components replaced by Perfect Air technician during their visits. The amount is about $549.06.
If the Perfect Air cannot fix or replace my heat/AC unit entirely, I want the Perfect Air to be responsible for the following:
Pay the repair fees of fixing my entire unit through another contractor
Refund the money for all the broken parts, which includes the broken thermostat, outdoor sensor and other heating system components, caused by the bad wiring done by Perfect Home Services as mentioned in complaint, which is about $549.06.
Finally, I want fair compensation at $5000.00 for undergoing emotional stress, high water/electric bills during the month of the repair failures, loss of my work hours, which are all resulted from the poor repair service performed by Perfect Air Service
If the above demands are not accepted by Perfect Air, further actions will be taken through consumer rights for false-advertising and not honoring the guarantee/warranty. I hope the Perfect Air stay true to their words.
Final Business Response
We apologize for the inconvenience. We do not hold ***** warranty on the products. We are not a ***** manufacturer, we are a ***** dealer. We do not feel comfortable sending a technician to your home that is not experienced with heat pumps. If you contact ***** directly they will be able to recommend a service company that specializes in your ***** unit. Again, we apologize for the inconvenience.