ComplaintsforRessler & Mateer, Inc.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  5-20-22 Purchased new HVAC unit. Price $7650.00. 11-5-22 - The unit stopped working in AC mode. Compressor comes on but fan won’t run. 11-6-22 – Tech comes out finds bad connection and replaces spade lug on wire. 11-22-22 – Now that heating system is running the unit is now making a noise like a moose. The temps are now in the 20 to 30 deg. range. 11-29-22 - Tech comes out investigate noise, tells me that units make different noises. He changes some wires and tests unit and hears the moose noise. The more he tests the louder it gets. He admits that the noise appears to be excessive. 12-19-22 – I call the dealer and complain again about the noise they will send someone out and talk to ***** about problem. Dealer gets back to me and said they would install a lubricator per *****. 1-9-23 – Notified dealer that the lubricator did nothing for the noise, still the same. 1-10-23 - Dealer says ***** wants them to replace reversing valve. 1-17-23 - 2 Techs come out and replace reversing valve. They had me go to the unit to hear if it was still making noise. It is. I was told to let it run for a while to see if it got better. It has not, it now starts making the noise at the 40 deg range. 1-20-23 – I notify dealer that the noise is worse and more often. 1-23-23 – I receive email from **** ****** from dealer with an article attached about the moose sound and how it is normal in most brands. In his email he implied that the noise is normal and I should learn to live with it. 1-23-23 – In a 2nd email **** said he would inquire with his tech. 1-30-23 – I called **** to ask him what he and his tech decided to do. No Response. 2-13-23 Called and left message asking what was decided. No Response. 2-27-23 Called and left message asking what if anything was decided. No Response again.

  Business response

  03/31/2023

  We are going to be reaching out to the customer today. It is a challenge to come to a resolution based on noise as opposed to indoor comfort. Customer has not complained that system is not maintaining desired temperature or comfort.  We going to do our best to come a mutual resolution to resolve this noise issue. 

  Customer response

  04/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Noise is the main issue with the unit and it is normally introduced when units are improperly installed. Dirt is the main culprit for unusual noises in HVAC units. I believe every effort to eliminate the noise is revelant to satisfy this issue.
  
  Regards,
  
  *****************************
  

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