Had maintenance service done on air conditioner system purchased from this company. Two days later the system stopped working.
I called in evening to tell them of problem. I spoke with a technician who said someone would return call in twenty minutes. No one did. I called in am to request service. I called back to speak with a manager was told by ***** there was no one available and she would not tell me who the manager is. It is a York Affinity 18 VZHXXXXX unit purchased on 6/17/09. I purchased a ten year warranty as well and have yearly maintenance done. I have a folder filled with maintenance receipts as we have had multiple issues. My biggest concern at present is the customer service. When we experience an issue I expect courteous service.
I would like to meet with the service manager and him review my service history and explain their service/warranty procedure. I purchase a ten year warranty and would like it to be honored.
I would be happy to address the issues stated above in the hopes that we are able to come to a full and complete understanding, clarification, and resolution with the complaining customer. To address the specific complaint, first and foremost, I would like to apologize for the lack of a 2nd communication from our service technician. The customer's call came in AFTER HOURS, and our answering service dispatched the call to our technician, who, being the only service provider on duty that evening, was juggling multiple other service calls and was unable to get back to her on time. Our service department did phone the customer first thing the next morning on June 12, setting up a service call for the early afternoon, which, without charging the customer, re-flushed her drain line, leaving the unit functioning perfectly. After the service technician left her property, the customer called our offices demanding to speak to a service manager who no longer works with our company. The owner of our company, who for all intents and purposes is acting as the service Manager, was not available, as he was attending an off site appointment and could not be reached by the customer. From that point on, we had heard nothing further from the customer before this complaint was filed.
Although there were some issues with the customers initial installation in 2009, we have a solid history of MAINTENANCE VISITS (maintenance being defined as non-repair scenarios in which we provide a service of maintaining the system in a preventative capacity), with the exception of a few issues in 2011 pertaining to a minor repair that was covered under the customers 10 year parts and labor warranty that was furnished by York manufacturing through Palm Harbor Heating and Air Conditioning as the sales agent.
The specifics of the customer's warranty is as follows and was signed by the customer on 6/25/2009: Warranty: Manufacturer's (York) Standard Warranty of 10 years all functional parts, 10 year labor. Warranty valid Monday through Friday 8 - 4 PM and during normal businesses hours only. Warranty specifically excludes drain line, copper tubing, duct work, electrical and any other existing conditions. Palm Harbor Heating & A/C Inc. Is not responsible for water or condensation leaks or damage before, during or after service and or installation.
Our company Gladly serviced this customer's mechanical failures in 2011, under the the 10 years parts and labor warranty provided by York.
Referring to the customer service issues that were voiced by the customer : With reservation not withstanding based on our previous history of attempting to suggest that another company may be a better fit for this customer's needs, we have duly and completely fulfilled our requirements under our Palm Harbor Heating and Air Conditioning 1 year 100% customer Satisfaction agreement after the installation that took place in 2009.
The terms of service stated in the customer's York 10 Year Warranty state that Any Accredited and licensed company that does any Business with York may also make claims against that warranty under the terms and conditions set forth by York, extended to the mechanical operation of the system, excluding the above stated exclusions signed and agreed upon by the customer during repair scenarios. This, again, does not extend to maintenance type services.
Although it was unfortunate that our after hours service technician was unable to get back to the customer that evening due to his work load, our customer service department surely followed internal company procedures, setting up an additional service appointment the following morning, taking care of the additional issue in a completely timely manner (our technician arrived at the customers house around noon the next day) with no additional charges to the customer. Although it was unfortunate that the owner of our company was off site when the customer called to speak with him, we were under the impression that a previous conversation held on 6/11 with the office manager about the customer's previous issues, and the lack there of for the past 4 and a half years (after the warranty repairs completed in 2011 being the last noted actual repairs to the system as defined by the coverage of the Warranty produced by York), was sufficient to explain to the customer that the "reoccurring issues" with here system were, in all actuality, preventative maintenance appointments that were completed, without issue, by our company with no complaint or issue from the customer.
It is our opinion that our company has completely fulfilled and honored the terms and conditions of the 10 year parts and labor warranty that the customer purchased through York Manufacturing, as well as fully abiding by what would be normally expected of us during standard business practices. We were at no time rude, uninterested, or uncaring about the customer's needs. The only fault of our company, as it were, is that our overnight emergency technician should not have defaulted on calling the customer back that evening. Fortunately, we were able to contact the customer the next morning to satisfy her complaint. Although we understand that air conditioning issues may not always arrive between the hours of 8-5 pm, we do our best to take care of our customers as promptly as possible under reasonable expectation. If necessary, after this complete explanation of the scenario and situation, the customer still desires a meeting with our company's owner to go over the maintenance checklists that she has received over the years, it may be possible to do so, However, I have attempted to explain and respond to all questions put forth in this inquiry as accurately as possible.
(The consumer indicated he/she DID NOT accept the response from the business.)
The service department did not call me in the morning. I called them. They would not give me a time frame so I called back to speak with a manager. The person who answered the phone, ***** only said there was no manager available, no explanation was given and she would not tell me his name. I would like others to be aware of the customer service or lack of. They were not honest in their reply and there is no reason why I should not be told who the service manager is if I request.
Final Business Response
In short, the reason you were informed that there was no service manager, is because WE DO NOT HAVE ONE. As it was explained to you, the Owner is the acting service manager, and he was not available when you called. He was out of the building. I am not sure how it would be possible to give you the name of a person that is not employed at our company. You were not lied to in any way shape or form.
Moving forward, it is our companies collective belief that although we have honored all of our obligations in the past, we cannot, and will not offer our services any longer to you as a customer. As we are not contractually obligated to service your equipment in any capacity, there is obviously another company out there that could better fit your needs as a client, and will probably be a better match for you as a service provider. Although it is disappointing that we were not able to come to a more amicable solution, the truth of the matter is that there will not be any kind of mutual understanding reached with you as a customer, as our interpretations of the situation are clearly not, nor will they ever be, lining up. From our standpoint, This is a non negotiable resolution.