ComplaintsforDon't Sweat It Air and Heat, Inc.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/15/2022, a technician diagnosed a malfunction in a Tranne heat pump and air handler system that Don't Sweat It installed for me in November of 2018. The system is under manufacturer's warranty for parts for ten years. It is also under labor warranty for the same period, for which labor warranty Don't Sweat It had charged me $1,100 above what the equipment and installation would otherwise have cost me (based on the information in their quote at the time). Now Don't Sweat It sent me a bill that included an additional charge for hundreds of dollars to cover what they describe as a "multi halide/electronic leak search." When I point out to them that the system is covered by a labor warranty, their response has been to suggest that I contact Trane, because Trane does not cover this kind of work on the system. I see here an attempt by this company to not honor its labor warranty (which was never a Trane warranty but their own labor warranty) now that they have found that the equipment needs to be repaired or replaced. The office manager has refused to even let me speak to the owner of the company by phone (stating that this is the owner's decision). I, therefore, wrote to the owner asking for a refund of the $1,100 labor warranty charge, besides having requested a refund of the $90 remaining on the annual maintenance agreement. I have not received a reply to this letter that was delivered ten days ago (according to *** tracking of certified mail). I think that since this company has been unwilling to honor its agreement for services it charged for, I should not have to deal with them anymore and they should refund the labor warranty charge and return also the amount for the remaining routine maintenance visit (after six months). Although I should be able to recover whatever I have to pay to someone else to make up for their breach, I am prepared to settle for the refund.

  

  Business response

  04/19/2022

  Business Response /* (1000, 5, 2022/04/01) */ Contact Name and Title: Dan H****** Owner Contact Phone: 3217683591 Contact Email:************************ ***, I tried calling the day after I received that letter, I also tried to have our office follow up. I left a voicemail with my direct number. I mailed out your refund this week, so you should be receiving it shortly. I'm sorry for the communication on this matter. The leak detection unfortunately isn't covered under the labor plan, the third party labor plan we use only pays for the service call and the repair. We can't put in a claim for leak detection which tends to take time and sometimes a second trip if dye is needed to find it, I hope that explains the cost. I apologize if this wasn't explained at the time you purchased it. You can email me at *********************** with any questions. Sorry for the delay, I took 2 weeks off because family was visiting over spring break, sorry if you fealt I was ignoring this, that was definitely not the case. Consumer Response /* (2000, 7, 2022/04/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) To some extent, I am giving this business the benefit of the doubt. The problem might be one of communication failure instead of intentional malpractice. The limitation of their labor warranty was not stated at the time of the installation, and I got a defensive, unhelpful response when I contacted the office with the initial request that the company not charge me for labor after having sold me a labor warranty with the equipment warranty. I still think that the company should not find a loophole to slip in any kind of diagnostic charge unless that is specified at the time of sale of the so-called labor warranty.

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