A-1 installed a ******* thermostat with our ***** system three mos ago. Now, the wiring is fouled up.Heat comes out with air cond. $1200+ new repairs.
New ******* thermostat was installed Jan 30, 14. Tried to use air cond for the first time in 2014 on May 12. Heat came out instead of cold air. Now, A1 wants to replace $1200 in parts; including the board, sensor and drain pan (which the repairman broke.) Also, while working on our system, a breaker was thrown which turned off our water briefly. It did not happen before he was here, and has not happened again since then. Yet, he insists he had nothing to do with that.
The $1200 which has been quoted as the cost of parts repair does not include the cost of labor.
We feel that A1 caused all of the issues that are wrong and need repair, and instead of admitting the mistake of a wiring mistake when installing the ******* thermostat, which is now causing the heat to come on with the air conditioning, they are attempting to charge US for THEIR mistake.
When the repairman was here in Jan to install the thermostat, he needed lots of help over the phone from another person to complete the job because he did not know how to wire the new ******* thermostat to the ***** system. A1 is a ******* dealer. Our system probably should have had a ***** thermostat from the beginning. I feel they should have told us that, and ordered a ***** thermostat or at least told us they did not deal with ****** only ********
Now, they still want to charge us $1200 + labor to fix what we feel they have broken.
We feel that at the very least, A1 should make the repairs, which they incurred, free of charge. Had the correct thermostat been installed in January, we would not be having these problems now. Had A1 admitted their mistake, we would have understood and worked with them. However, they seem to want to tell us that all these issues have nothing to do with them, and it is at our expense that they should be repaired. We feel they are being very dishonest, and only interested in charging us for their mistakes.
It seems that the customer is confused about the diagnosis of the recent service call. The wiring is not "fouled up". There is a problem with the defrost board in the outdoor heat pump section. When properly operating, it should energize the electric heat only when the defrost cycle is in operation. The customers defrost board is energizing the electric heat on a call for air conditioning. (The board is bad)
The indoor thermostat and wiring has nothing to do with the outdoor heat pump defrost board.
The customer seems to think that we broke his drain pan. We did not break his pan; we only worked on the connecting drain line "after" we found the pan to be leaking. We un-hooked the drain line from the pan in an attempt to find the leak.
In regard to the tripped circuit breaker. I have no explanation.
In regard to the ******* thermostat. It is perfectly fine to replace a ***** thermostat with a ******* thermostat or vice versa.
As for the estimate to do the repairs, the total cost for the repairs including parts and labor was $1285.35 not just for the parts as the customer has stated.
We offered to return to the customer's home at no charge to explain and show him our findings; the customer was very combative and declined our offer.
Final Business Response
Sorry, there is no simple yes or no answer.
Why do you keep bringing up the same old dialog; can we move forward now?
First thing, we did not break your condensate pan or your defrost board. I've tried to meet you in the middle by giving you the benefit of the doubt on your concerns. I've said this more times than I can count. You have not given one inch towards a resolution to this problem, only demands.
Second thing, I did not make a false statement about the credits, it was an honest mistake and I fessed up to it, just like you made a mistake in stating that you paid the second invoice of $311.75 which I'm sure was an honest mistake.
Third thing, I know for a fact that you have "not" been without air conditioning all season.
It's getting to the point that I feel we are at a stalemate. You don't trust us and we don't trust you. At this point I do not want to step foot back on your property, It is my concern that you will accuse us of more falsehoods.
So I am going to offer another way to resolve this.
You are correct in saying that we offer a 100% satisfaction guarantee, but there are times when a customer simply cannot be satisfied, in those very few cases it is our policy to refund all monies that the customer has paid to us. "This is one of those cases"
At that point you can call another contractor.
So, you will not owe us anything for invoice #XXXXX and #XXXXX. ($419.75) and we will refund the first invoice# ***** ($373.04)
I've said all that I have to say....
Final Consumer Response
This have never been about the money. You can keep your $373.04.
We never wanted a refund, we wanted the system to be fixed so that we have working AC and heat.
What we have wanted all along was for A1 to do the right thing.