ComplaintsforServco

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a new heat pump A/C and have had nothing but repairs and problems since installing. We asked the company for a replacement multiple times and they just keep coming out and repairing and charging us. We need help. A new unit should not have 6 repairs in 4 years. Please help us.

  Business response

  07/06/2023

  There were 3 units installed on January 17, 2019 at this customer's home, an outdoor unit heat pump, an indoor unit air handler and auxiliary heat which consisted of a 20KW back up heat strips or heater kit as it is also called. As stated in the contract which I've attached, this comes with a one year labor warranty and 1 planned service maintenance within the first year of installation. We also offer extended labor warranties but this customer chose not to purchase one. At her first free maintenance we gave our customer 4 free filters which isn't customary. We usually only give 1 filter. During the first maintenance our technician found a connection to the outdoor unit that needed to be repaired as shown in the attached invoice ******* at no charge as per our warranty. Because of this find, we wanted the customer to feel comfortable knowing that we had her back so we extended her labor warranty another year and added another free planned service maintenance see attached invoice ******* also at no charge. We highly recommend planned service maintenance at least annually just as one would maintain a vehicle. These units require maintenance as well as cleaning. After the initial free maintenances, this customer chose to not have any more planned services or cleanings. In 2021, after the 2 years of warranty were over, a run capacitor was replaced on the indoor unit. In February of 2023 a wire in the auxiliary heat (20KW back up heat strips or heater kit) had burnt as you can see in the pics attached. None of the 3 repairs (not 6) done were the same unit nor were they the same issue. The heater kit could have been repaired but we wanted the customer to feel safe and satisfied about the repair so we replaced the entire unit.  After 3 years of no planned service maintenance, the customer is having another need of repair and we have done the repair but we are no longer working for this customer.  As you can hear in the phone calls from the customer, she seems unstable and extremely disrespectful screaming about a disability yet clearly able to do the thing that she says she is unable to do. This is just a taste of what we've experienced from this customer's phone calls. We will not be putting up with that type of treatment which included name calling. This customer is out of warranty and we are not obligated to do any more than we have already done.

  Customer response

  07/10/2023

   
  Complaint: 20277228
  
  I am rejecting this response because:
  The first repair wasnt something they found it was because we called them out to repair it. That within the week they installed it. The 2nd one was also us calling them. The third was us calling them. The fourth was us calling them and the fifth and ******** have a hearing disability and an eye disability. I can read lips but I can not hear well on the phone due to my loss of hearing. *** told them that, I also am filing an *** against them. The unit caught on fire. Then they took it more seriously and AMANA covered the parts. The serviceman told us we needed to turn off half our electricity to run the unit. We called around about that. That is very inaccurate. We need help with this company. 

  Sincerely,
  
  ***********************

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