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Complaint Details
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Initial Complaint
08/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 08/9 or 10th 2024 we had an **** leak. I found out when I went into the hall and it was "raining" in there. I called 911 Restore and turned off my AC. 911 Restore came and did a dry out. I then called 2 companies who came out and told me the **** was installed improperly. Even though **************** the builder who hired Pro Heating told me this was no longer under warranty, I told them it was not a warranty issue. It was an improper install issue, which according to the **** I spoke with is a totally different issue. I now have another company coming out to fix the improper install, and will charge me over $1000. I think this should be done properly or paid for by Pro Heating. I also think they need to pay for the damage that this problem has caused. Instead they sent some guy out and are refusing to take the blame.
Business response
08/19/2024
Dear Customer,
Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to provide our perspective on the situation.
After reviewing the details of the complaint, we would like to provide the following information:
1). Warranty Coverage: The **** unit in question was installed in 2020. As per our standard terms, the unit was covered under a 1-year warranty, which has since expired. Any issues arising after this period fall well outside the scope of our warranty.
2). Third-Party Involvement: It appears that the customer engaged one or more **** companies to work on the system prior to contacting us. This action, unfortunately, invalidates any remaining warranty, as our warranty terms do not cover work performed by third parties.
3). Cause of the Issue: Upon our inspection, it was determined that the leak was due to a lack of maintenance, specifically a clogged drain line. This type of maintenance-related issue is not covered under our warranty.Our company is committed to delivering quality installations, and we regret that the customer feels dissatisfied. However, based on the information at hand, we believe the issues reported are maintenance-related and occurred outside of the warranty period. Therefore, Pro Heating and cooling Inc. Is not liable for the costs associated with the repairs or any resulting damages.
Please let us know if you require any further details or clarification. We are committed to resolving this matter in a fair and timely manner.Customer response
08/19/2024
Complaint: 22154901
I am rejecting this response because: This is not a warranty issue. This is an improper install issue. The reason the leaking was not noticed is that the water was not going into the drip pan as it should. It was leaking into my insulation. The insulation all had to be torn out and taken to the trash as it was soaking wet.
Sincerely,
*********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.