ComplaintsforVitt Heating & Air Conditioning Co Inc

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  VITT Heating & Cooling came to my elderly relative's (in her mid-80's) home located in St. Louis, MO 63115 to fix her boiler furnace in preparation for winter in August 2023 (close to four thousand charged for repairs) and said it was working when they left and turned it off. This week she got extremely cold in the house due to the weather in the area. She tried repeatedly to turn it on for the first time since the August repair to get it to work to no avail. She called me for urgent assistance as she was/is freezing. I immediately called the company to come out and check the boiler furnace. The technician arrived yesterday and said that "there is backed up boiler water and it has been there for several years and this needs to be cleaned out to get the furnace to work." I called the company and asked them why they didn't clean out the boiler in August when I asked them to check on the leaking pipes. The service manager constantly stated that I didn't contract them to do that work and that a fee for repair is required. I told the service manager that she was not going to pay anything because they should have thoroughly inspected the boiler (top to bottom) in August. They called me back today stating that they decline to do this work and service her home "because it was not contracted, and they didn't like my attitude". I was and am upset indeed as who does this to an elderly women after charging her thousands with no furnace inspection and for work that was never done to fix the furnace (although falsely stated that the furnace was working on the day of service). This company is supposed to be the expert, right? Why didn't they do a thorough inspection when the two technicians came to her home in August. The company has no remorse or respect for the elderly plus.

  

  Business response

  12/05/2023

  I have attached a series of phone conversations with the ********. Initially when the ******** called in for service she requested a pipe needed repair. We sent a technician out who confirmed the work that was requested. We provided a quote outlining the repairs requested. We went out and performed the work, it was notated in the estimate provided that a valve on the radiator may need to be replaced and would be determined once the piping was disassembled. It was notated that this would be an extra fee. The installers called and spoke to her once they arrived at the job and started work. The installer called with a question, at which point she demanded that we not disassemble piping until we had valve in hand. I had advised her that it may not be necessary and we would make the determination once we disassembled the piping. She requested that we leave if we didn't have the necessary materials to complete the job. At this point i ordered a valve so that the installers could keep moving forward. We replaced the valve, did not charge additionally as outlined in the estimate. Upon completion the installers tested operation of boiler to ensure there were no leaks present on the work they performed. The boiler was in working order when they left, and noted in their invoice. Mrs ***** calls in on or around 10/31/2023 requesting service, we send a technician out he determines that the boiler is in a low water fault, and that the routine maintenance for a steam boiler needed to be performed. He quoted a price for the repair, customer declined repair stating we just fixed the boiler and the repair is our responsibility. WE notified her that the work needed was outside the original scope of work. She proceeded to accuse us of taking advantage of the elderly. Our service manger reached out and discussed with her, the initial request as well as the nature of the needed repair. She then proceeds to accuse us of being racist. It was then determined by myself that we did not want to work for a customer that questioned our integrity as a company by preying on elderly black people. At one point i believe she even threatened to come find our service manager. It is for all these reasons further service work was declined. Please listen to phone recordings and dismiss the erroneous complaint. After typing this response the site will not accept the file format of the recordings. If needed, please advise and i can try to submit them another way.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The unit has a 10 year warranty and 1 year for parts and labor. The same night that Vitt installed the heating and cooling unit it failed. I am disabled and couldn't leave the house the heat never got over 50 degrees. I called them and they didn't come. I still have the messages I sent. One of the technicians used profane language when they finally came over. The front of the unit crashed into the floor, they didn't secure the bolts on the unit. So when they finally came out again I did not feel safe it was 3 am but it was freezing and there were about 7 or 8 technicians that finally got the heat fixed. This was in December.  So now its summer and my AC has failed. So I called and the receptionist told me they knew the air conditioning was not going to work. So later a man came that I thought was the owner, and about 7 guys were running around my property using profane language and not getting anything accomplished.  So basically they knew my AC was not working and then I told them to leave. I did not feel safe with them there as I was told later that one of the workers was a felon. The unit was installed was in December and they were here in May and now we are 6 months into my one year warranty. So I called them and asked them to extend my one year warranty for another year. The refused. Wells Fargo told me I do not have to make the payment during my dispute however winning only stops the payment while we are in dispute but I still owe either way. 788 dollars on an 11000 dollar unit is not acceptable. They already have my money. I don't want anyone else to be treated like this. My electric bill was extremely high as well due to the unit constantly running and not producing any heat as it was supposed to.  I trusted this company because of the work I had done 20 years ago.  The owner was polite and respectful. I am in awe at the customer service practices of this company now.  I want everyone to know how I was treated.  I have the names of all workers involved as well.  I can provide that if needed.

  

  Business response

  06/19/2023

  *******,

     I have reviewed your complaint and the notes on your customer file. I wanted to start off by acknowledging that there were some issues concerning your install. The day of your install was the coldest day of the year with snow forecasted the installers came out and installed the heat portion of your system to get it operational. They did in fact not attach all the screws on the door, however they were planning on arriving the next day or day after depending on the forecasted snow fall. A single service tech was sent out on 12/23 to reattach the door. We sent out an install crew on 12-29 to complete the job there were only 2 technicians assigned to this job on this day. We were then called out again on 1-31-23 for the unit not maintaining temperature, we at that point determined that the previous furnace had a 25kw heat kit. We installed a 20kw heat kit due to availability issues, on this call a single technician was assigned to the call. We then ordered the proper heat kit from our distributor who only had one available out of state. We  returned to replace that heat kit on 2/3/23 again only one technician was sent out to complete that repair. At that point the heating issues were all rectified. Whenever we perform a winter complete system install we know we must return when the weather permits us to test the Air Conditioner. We were scheduled out on 5/17/23 to perform that startup, the technician that arrived explained that your demeanor at his time of arrival made it impossible to perform his job. I will say that we had received complaints regarding his demeanor, we parted ways shortly after his interaction at your home. ***** then came out that same evening very late to assess the situation, he advised that the system needed to be charged with refrigerant from the install. The following day our Service manager came out and added a minimal amount of refrigerant and verified system was performing properly. At no point was there 7 technicians there at once, We do not employ felons as technicians. The technician that used profane language in his invoice was let go, we do not tolerate this behavior! I have no problem extending the warranty till May of 2024 for the issues that you experienced. I want to apologize for what you experienced, I want to assure you that we are not that company. We are not perfect, nor are our employees. I appreciate you sharing your experience, when we do make mistakes we want to know about them so we can make things right. We will always stand behind the work we do as outlined in this response. I hope that by extending your warranty you are satisfied, I want to thank you for being a customer and hope we can continue our relationship for another 20+ years.

  Thank you,

  ******* ****

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While the service was quick, this company or at least the tech is suspicious. Tech came out to look at our furnace as it has just been blowing cold air recently. Upon arrival, they asked not to have someone else down there with them. Right away they said it was flood damage, which seemed odd to me as we had this issue occur last year before the flooding. Right away, the tech said we would need a new system (system purchased 2018). He suggested he could try a new control panel with no guarantee it would work. With a new system being so expensive, we tried that and it only worked for a day before once again started blowing only cold air (and never turning off). With this, we got a different company out, who determined there actually was no flood damage and it was just a thermostat issue. That's it. The tech clearly did not know what he was doing or worse was intentionally trying to screw us over, which seems likely considering how he wad acting. To top this off, we had a cabinet down in the boiler room, which is now in pieces so tech caused property damage as well.

  

  Business response

  01/06/2023

  To whom it may concern,

   

  I have reviewed the complaint, the invoices, and spoken to the technicians that were on the job. Our technicians said they NEVER asked the customer to stay upstairs upon arrival. It is the customers home we feel we have no right to make such a request.  The initial invoice states that there is a reverse polarity fault preventing unit from operating. Polarity was tested and determined that it was proper. Upon diagnosis it was identified that the board exhibited signs of water damage it is then that our technician asked if any flooding had occurred. The customer had responded with they had had an issue a year prior often times with water damage with electronics the component will work however, over time the corrosion that is a result of the water causes the board to malfunction. This was suggested the reason for the failure. We asked due to the cost of the repair and the fact that it had been subjected to water and agreed. We then returned the following day to replace the component that the customer approved. The technician on this visit went to the basement with the homeowner he asked if he could move a cabinet that was in the way of performing the component replacement. The technician stated that when he lifted the cabinet to move it the cabinet fell apart, he apologized to the customer. She responded saying "not to worry about it, it was junk anyway". After replacing the board the unit functioned as it should. The polarity fault was no longer present. We were not notified that she was still having issues therefore we did not have an opportunity to further diagnose other issues. I can attest to that there is no way that a thermostat malfunction would cause a polarity fault to occur. I would love to see the invoice from the other contractor outlining the issue they identified. 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/27/22 Contact BBB 12/16/22 Resent message below. 11/16/22 Resent message below. 10/17/22 Resent message below. 9/14/22 Resent message below. 7/19/22 Resent message below. Contact form sent to Vitt Heating and Cooling through their website on 06/14/2022 Good afternoon, **** ****** was here on June 1st to check some work that was done by ****** **** on May 30th. I had called Vitt, but no one answered my email or returned my phone call until Tuesday because it was a holiday. When ****** **** was here, he fixed the work that was done by an employee of yours on July 19th and 20th, 2021. I signed a contract with Vitt and paid for work to bring my HVAC and water heater up to code. When ****** **** was here, they told me the thermostat was wired incorrectly (that was supposed to be fixed by Vitt) and that the HVAC unit was not up to code outside. I spoke with **** about this when he was here and he was going to try to reach his boss who was out of town to find out what next steps should be. I had to pay ****** **** $327 to do the following: When I arrived on-site the 3 amp fuse in the furnace was blown. I found that the control wiring for the condenser was grounded against the side of the disconnect box. I replaced that section of control wiring and the ac is now working. Also, whoever installed the ac used metal flexible conduit for the electric whip from the disconnect box to the condenser. It is against code to use that type of conduit in an exterior application. It should be replaced with a water proof electric whip. Please let me know how your company plans to move forward. I prefer an email contact so that I can share the information with my husband as well as have a written copy of our contact. I messaged your company in Jun, Jul, Sept, Oct, Nov and Dec. but I haven’t heard from anyone yet. I just didn't want anyone to forget about this situation. Thanks, ********* ******** *** ***** ****** ***** ******** ** ***** **************************

  

  Business response

  01/06/2023

  To whom it may concern,

   

  I have reviewed the history on this customer. On our initial visit the invoice states that there were many safety/code violations present due to the customer having a "friend" perform the installation. We provided quotes to address the safety violations that were identified. At the time of completion the system was fully operational. I am unsure of what the cause of the failure was regarding the shorted control wiring at the outdoor unit in June of this year. It is common practice to attach the control wiring to the line voltage conduit between the outdoor unit and the condensing unit. The wiring that was installed between the condenser and the disconnect box I assume was installed by the customers "friend". We did not install the wiring therefore we are not responsible for how it was installed. We did not include it in the scope of work performed in June of 2021. This is the first I have heard of the discrepancies and after review it is my position that had we had not quoted/performed this work therefore we will not extend any form of compensation. 

  Customer response

  01/07/2023

  Complaint: ********
  
  I am rejecting this response because:

  Mr. Vitt stated in his response that our AC unit was installed by a friend, like that is the reason that his company does not stand behind the work that Vitt Heating and Cooling performed and was paid to do.  Yes, our unit was installed by a friend of my husbands, but that friend also owns his own heating and cooling business (****** ******* * *** ************* ****** **).  When the technician from Vitt came out to work on our unit, he discovered that the work was not up to code and gave me an estimate for the work, which was performed by a Vitt employee, and they were paid in full the day the work was completed.  When the unit stopped working, a different Vitt employee came out and stated that the wiring was done incorrectly by the first Vitt employee and assured me that he no longer worked for the company.  I asked if I was going to be charged for the work, and he wasn't sure, so he tried to reach his boss.  His boss was out of town and not answering calls, so I paid the invoice.  The Vitt employee also informed me that there was something incorrect/not to code with something on the outside of the unit. (Please refer to my initial complaint to see specific concern.) I said I was surprised because the original Vitt employee was supposed to bid and complete all that.  The second Vitt employee said that he wasn't sure if it was code or not for my area (Ballwin) and that he would check on it and have the company get back to me when they got back to me about the wiring issue.  That was June 1st, 2022.  I contacted Vitt Heating and Cooling 6 times before filing a complaint with the BBB.  No one ever responded to the messages that I left on the website portal.  I'm not surprised that Mr. Vitt is acting like it's not his company's fault or that he is not responsible for the work that an ex-employee performed because if he was going to do the right thing, he would have done that 6 months ago.  

  We paid almost $2000 for repair work that wasn't completed correctly in one instance and not completed fully in another.  I'm surprised with that kind of profit that Vitt will not stand behind the work of an employee who no longer works for them.  
  
  
  
  Sincerely,
  
  ********* ********

  

  Business response

  01/12/2023

  *********, 

   

  I have attached the initial invoice as well as the estimates. None of which include the work in question. *** when he was out there was very detailed in his findings and the work that was performed. I reviewed the technicians invoice from June 1, 2022. the technician mentions checking into whether or not it is covered under previous work performed. I apologize that I was not informed of this issue sooner. ******* is the service coordinator in our office and is very diligent in bringing these matters to my attention in the event they are overlooked. Unfortunately my position remains the same, the repairs that you are suggesting that were included, were not within the original scope of work quoted therefore we can not stand behind work that we did not perform. 

  Customer response

  01/15/2023

  Complaint: ********
  
  I am rejecting this response because:

  The first page of the estimate dates 7/19/21 #********, states that Vitt will "correct furnace code violations and check safety of furnace...".  I would think that would mean that ALL of the code violations had been corrected.  And yet, when the AC stopped working on May 30, 2022, ****** **** (see attachment - ****** **** ******** 5.30.2022) found that the 3 amp fuse had been blown and found that the "control wiring for the condenser was grounded against the side of the disconnect box.  It also stated that the "metal flexible conduit for the electric whip from the disconnect box to the condenser is against code...should be replaced".  So, either that wasn't found by the Vitt employee, which is negligent since the work that was performed was supposed to address the items that were not up to code.  Unless the Vitt employee is the one who performed this work, and in that case Vitt is still responsible for the repair.  The invoice from Vitt for June 1, 2022 states that the "customer would like to check with owner if any of this would be covered.  I contacted Vitt numerous times since June of 2022, but never heard from them until I filed this complaint with the BBB, and yet they still will not stand behind their work.  The employee who was here from Vitt the last time stated that the employee who did the work on my home no longer works for Vitt, so maybe he didn't know what he was doing, but he still was working for Vitt when he worked on my home.  I hope my AC and furnace are safe.  
  
  
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  10/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a home in which Vitt installed a furnace with humidifier recently. Suspected humidifier wasnt working, so called Vitt for service in Feb 2022. Technician (****) determined the humidistat was wired incorrectly, so it never worked and in fact, it shorted out. He said they would order a new part. It's now October, and every time we call (have called at least 4 or 5 times) they say "I'll have to talk to ****" and we never hear back. Also, the part is/was under warranty, but they plan to charge us labor, even though they installed it incorrectly and broke it. They still havent called to schedule that replacement.

  

  Business response

  10/17/2022

  After reviewing the records on file, i show that we did in fact install the system along with the humidifier in 2019. The technician went out and troubleshot humidifier and found defective humidistat. The part was on back order for quite some time. I show a record of the customer calling in on few occasions following up on part replacement. Notes in our system show that we followed up with the part supplier each time. I however do not see in our system where our office staff reached out and advised on the status of the ordered part.  I understand the customers frustrations, but we have no control of part availabilities given the recent supply chain issues. With all that said I do apologize for us not being responsive, I appreciate the customer bringing this to my attention and plan on speaking with the office staff to prevent this from happening in the future. We have since received part and replaced per part replacement quote customer signed off on. I spoke with technician this morning he stated he did not have to rewire humidistat, he attached wiring as previous humidistat was connected tested operation. Humidifier worked as intended, I am unsure where the idea that it was mis installed and caused the control to short out came from?

  Customer response

  10/17/2022

  Complaint: ********
  
  I am rejecting this response because:  On the initial appointment, the Technician found the original humidistat was incorrectly wired.  He rewired it correctly and found it was inoperative, stating it never worked to begin with because it was originally wired incorrectly at installation.  Upon installing the replacement humidistat, he also commented how it was originally wired incorrectly.  He did test the unit before he left, and it seems to work (heard water come on).

   

  I find it coincidental that the part just happened to come in only after I made a BBB complaint.

   

  I had to pay something like $160 for the installation of the new part.  They said the part was warrantied, but the installation...not.  He said the new part had a parts/labor warranty.  I asked if they could waive the installation fee, but he said he had to collect it and he would talk to his supervisor about refunding the fee.  That was a week ago, and I haven't heard from Vitt about that.  They should have waived the fee, since it was their bad installation that broke the part in the first place.
  
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I employed vitt heating and cooling to repair my furnace the man they sent was new and couldn’t fix it for 2 days I ended up fixing it myself. The tried to charge me 600.00 for work he did. No after he left ***** came out and found the man left 7 leaks in our gas line They want me to pay this. I’m not going to

  

  Business response

  05/10/2022

  Upon arrival technician was not getting adequate gas flow through gas valve to ignite burners. Technician replaced gas valve and still had the same issue. After further evaluation technician determined that whomever installed gas furnace had attached to existing gas line feeding other appliances. It was determined that the existing line did not have enough capacity to supply adequate flow to furnace. Our technician while replacing the gas valve would have disassembled 2-3 pipe joints at best. There is no way that we could have created 7 leaks in the gas line, with that said the only way the gas pressure could read that low is if the line was wide open. I do not feel that the statement suggested by the homeowner that ***** conveyed to him supports the fuel pressure we recorded. If the leaks were in fact that large I believe the customer would have had much bigger issues. The fact that the customer states he tried fixing it himself leads me to believe he may in fact have created the leaks. I also want to state that the technician that was on the job has 5 years experience in the hvac field not zero experience as the customer suggests.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vitt heating and cooling called me to schedule AC clean and check. They called the day of service to reschedule and came on a day when I was not home and my husband was home. Did a clean and check on my furnaces despite it being spring with the understanding this is when they call their clients to do AC clean and checks, and despite the face they did the furnace clean and check in October on all 3 furnaces and told us that they would do the AC in spring. Called the office and they said they would give a refund. They did not and tried to insist that my furnaces were never cleaned and needed cleaning despite that was not the case and I have an invoice from their company. She refuses to give a refund for services that we’re not requested or authorized and did not have management call me as requested.

  

  Business response

  04/12/2022

  We reviewed the transaction and found that we did in fact make a billing error. We refunded the amount that was overcharged.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Vitt on 1/14/22 to service a furnace unit that they installed last year. When we called to get it serviced, the woman that answered the phone informed us that it was a $120 service fee. We informed her that we needed the filter to be changed as well. We were told by the gentlemen that installed the unit last year that a filter would be about $45. When Rick arrived, after doing all of the service and changing the filter, the price jumped to $225. We have a Vitt credit card, but we were informed that THEIR credit card could not be used for service. Only equipment. And that we had to use another form of payment. He also charged $95 for the filter because he said that the company has to make money off of the filters. We reluctantly paid the cost. The next day, when going into the basement, we see water all over the floor. There was also a strong smell of gas. We had to call the gas company to investigate. Luckily he used to do HVAC work because he noticed that Rick stuck a screw in the wrong hose, causing water to spray everywhere, and he bent the copper tubing on the furnace. UNACCEPTABLE! We have attempted to resolve this with them several times with no return calls. After several attempts, they finally sent a guy out to look at it, but all he did was take pictures and say we would be contacted. But no one has contacted us. This issue needs to be resolved immediately and fairly.

  

  Business response

  03/07/2022

  To Whom It May Concern,

   

         I have reviewed the complaint submitted by Mr. *****. I am unsure about whom in our company instructed him in regards to the cost of the replacement filter. I can attest to the fact we have never Charged $45.00 for the replacement filter in question. It is my belief that you can find replacements online for that price point. We frequently find that the online vendors can sell parts to the public for less than we can purchase them from our Wholesalers. The $95.00 cost of the filters include mark-up as well as labor costs to install filter. We feel that our pricing is very fair and competitive in our market. The $129.00 furnace tune-up we also feel is a fair price for the service provided. As far as the issues with the water leaking, I am unsure where this comes into play. on our original invoice we performed the annual maintenance there is no mention of any work being done on the humidifier. I spoke to the technician and said that he did not do anything to the humidifier during his visit other than verify that it operated as it should. The customer stated that he called spire due to a gas smell, however there is no mention of the source of the gas smell. Mr. ***** Called us the following morning and spoke to our office manager, at which point he called our Technician a racist and eluded to him trying to intentionally do his family harm. I want to first off state that this is in no way factual, **** the technician has grandchildren of mixed ethnicity. He has worked for our company for many years and I  am astonished that such an accusation would be made of him! Our office manager sent out another technician to review the findings of the Spire technician. Upon arrival he found the fitting in question that was damaged was not in close proximity to the work performed by Rick. He inspected the humidifier and adjusted the water pressure feeding to it so that it would not overflow the water panel tray as well as made sure that the water panel was properly aligned. He found no signs of a screw being ran through any tubing on site.  Had the damage to the gas line occurred by a tool, there would be markings on the fitting in question, nor any signs of gas leakage or repairs made due to leak. I have attached photos of the said damage. I have attached the phone conversation where the racist accusation was made. I would like this complaint to dismissed due to the nature of the accusations and lack of supporting information to quantify the complaint.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company came out to install a couple of parts in my furnace motor, but he started looking at the fan, and while he was trying to get it to do what he wanted it to do, it broke. He broke my fan, and now they are saying that I need a whole new motor, and they won't pay for it. It is going to cost around $1000.

  

  Business response

  12/08/2021

  Our company was called out to the property due to furnace not operating. Technician troubleshot system and diagnosed the inducer fan motor bearings as being seized. There is a plastic fan on the end of the shaft that help cool the inducer motor when it is in operation. The technician tried to spin the plastic fan to see if the shaft would spin if given help. technician stated that the plastic was very brittle from age. The seized bearing could have caused the plastic fan to become brittle from being overheated due to fan motor having voltage applied without a fan operating. The customers complaint has no relevance to the part failure. When the inducer assembly is replaced it is a complete assembly which includes the cooling fan in question. Spire allegedly was called out to make repair. Customer was supposed to email a copy of spires report. We have yet to receive this report. Honestly Spire should not be performing service work on HVAC systems due to the fact they are a utility company that provides natural gas to homes. This creates a conflict to fairly compete with what could be considered a monopoly, these actions should violate antitrust laws.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 9th, I called after hours to the company. A technician called back and asked that they will call me on August 10th. They set up an appointment for a technician. They told me it was a bad compressor and I would have to replace the unit. He said his record showed I had a unit in 2010. ***** confirmed that I got a unit in 2016. They said it needed to be replaced and they would not warranty my unit. The owner and son came out and inspected my furnace and air unit. I told him that it should be still under warranty. I found the paperwork and it shows I have a 10 year warranty on parts, compressor, also outdoor coil, less the labor. I contacted the company and I spoke with *****. **** called back and I told them I have a 1 year service warranty and 10 year on the the what I stated early. I told him it was 6/9/12. He said he had the invoice in front of him, but gave me the impression that I bought it in 2010. The unit was a 2010 but they installed it in 2012. I asked why they installed a 2 year unit. He called and said the manufacturer would warranty it but I must show that it was maintained. **** and Victor came out and gave me prices to replace the coil and a new unit. They are taking me round and round to get a new condenser put in. Had I not found the warranty paper, they would have made me purchase a new unit.

  

  Business response

  09/21/2021

  We had went out on warranty calls for this unit before without charge, we even did maintenance on it when we did. All warranties are good with proper maintenance, she had not done any maintenance but the one time we did it early in the units life span. When we went out this past time for the compressor it was again due to lack of maintenance, the unit actually has moss growing on the condenser, we advise her the first time of the issues and still covered it, so at this point it is negligence and we cannot honor the warranty. We try to be fair, but like I told the customer, if you buy a car with a 100k mile warranty and never change the oil, your engine blowing up will not be covered. We are happy to work with her on a compressor replacement out of warranty or a new unit, but we cannot cover her current one under warranty.

  Customer response

  09/23/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  Whom ever wrote the response from the Company is totally lying.  I spoke with no one regarding an old car scenario.  No one came out to my home several times regarding a warranty issue.  If that’s the case show me the invoices. Absolutely, not true! The problem is that the company sold me an old unit that they represented as a new one.  If the unit was an 2012 unit then it would still be under warranty per the warranty information they had given me. However, they sold me an 2010 unit 
  without my knowledge which causes the unit to be out of warranty. I do understand the unit must be maintained, however, no one had given me information on how to void my warranty.  They mailed be a form with the warranty information as well as my payment on a slip of paper, which I submitted to BBB.  You guys took advantage of me.  My son and I suffered during those 95-100 degree weather.  The company response is totally false.
  
  Sincerely,
  ******* ******
  

  

  Business response

  09/28/2021

  All of that is incorrect, we have records of the capacitor replacement to where we actually denied warranty in 2016 and cleaned it for you, letting you know you need maintenance. We have phone calls of the car scenario, we did not sell you an old unit 2010 was the manufacture date we just installed in 2011, your warranty was voided due to lack of maintenance and you know that is the reason. I understand your frustration, but we can't warranty something that has been neglected for that time period. We hope you understand and we can try to help you in other ways, we just won't nor can we warranty the unit.

  Customer response

  09/29/2021

  Complaint: ********
  
  I am rejecting this response because: What you’re saying is completely false.  First let’s start with the unit, it’s an 2010.  The unit is still outside my home and it clearly states 2010.  Secondly, the recording of the car scenario never happened and if you have a recording please send to BBB.  Thirdly, I contacted the manufacturer and they stated your company never contacted them regarding my unit, nor did they instruct you to have me to present a maintenance report, so that they could cover the unit. Your company knew that you installed an used unit and that the warranty had expired.  This is very disheartening at the least.  The fact of the matter is you took advantage of me ,and now you’re trying to imply you advised me on several occasions to maintain the maintenance on the 2010 unit, false! Also, you had/have no interest in helping me.  Therefore, I want the public to be on ALERT.
  
  
  
  Sincerely,
  ******* ******
  

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