Business ProfileforSansone, LLC

I placed a service call with Sansone April 21, 2024 after my year-old ** stopped cooling. Prior to the techs arrival, I removed the panels from the units to see if the coils were frozen & check for debris - which I communicated to the tech since the panels were off when he arrived. He ended up replacing a burnt wire & advised me to get a surge protector. I end up paying $333 bc the wire apparently was not covered under warranty. My ** stops cooling again that night, I place another service request & the tech returns the next morning. The tech gets the ** cooling again but tells me I would eventually need to replace the contactor the next time the ** stops cooling. I declined to replace it since that too was not covered by my warranty. I reach out to a rep from my builder about the ********** tells me the repair should absolutely be under warranty and reaches out to Sansone. ************************************** with Sansone tells him that the repair was not covered by my warranty due to the fact that "the customer removed the panels prior to the techs arrival and was advised to attempt any repairs herself in the future". Mind you, I was never once told that. I email ********, they tell me they'll get back to me early this week. Five days have gone by and radio silence. I want to make it perfectly clear I am not complaining about the tech as he is only the middle man in this situation. I'd like to know why repairs aren't covered under warranty once a customer inspects their unit - just as instructed on the Sansone website. Additionally I would like the ******** to explain why I was told the parts weren't under warranty and why they can't uphold the professionalism to respond to my email much less resolve the issue. Also just a little tip - don't bad mouth the customers to the tech while they're still in the customers home. Rude, unprofessional, and a slap in the face.