ComplaintsforABC Climate Controls, Inc.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Installation: September 8, 2022,Amount: $5,253.99, Warranty: 3 Year labor warranty so long as preventative maintenance is conducted on a yearly basis. We purchased a Rheem 96% Furnace in August 2022 and had it installed on September 8, 2022. In May of 2023 the unit begin seeping gas. We contacted ********** and they came out and said that the burners were passing gas when the furnace is not running and that the Control Valve needs to be replaced. They deemed the unit not functional and turned it off for our safety.We contacted the installer, ABC Climate Controls and made them aware and they came out and told us that there would be a $500 charge. We asked why when the unit was less than a year old and the replacement part warranty and labor warranty was still in effect. The installer is trying to say that the labor warranty is not on parts of the unit that he did not install, this makes no sense. We have had two other contractors out and they all are saying that this installer needs to honor their warranty as did *********. We want the installer to replace the valve at no cost to us based on the 3-year labor warranty.

  Business response

  08/15/2023

  *** has reached out to ***************** to address her concerns and complaints. We have been trying to resolve this matter since May 6, 2023. It is unfortunate that she is unsatisfied on a furnace brand, make and model that she was so adamant to have installed in her house when we offered her different options. As far as the labor warranty, we expressed to her that we cannot be responsible for defective part. The manufacturer said that they will exchange the part but will not cover the labor cost. We are sending a copy of our last response for further explanation.

  8-15-23

  Good afternoon *****************,
       I am reaching out to you regarding the furnace gas valve matter.
  You called and emailed *** regarding the furnace gas valve on May 6, 2023. We responded by scheduling an appointment to go and assess the situation. On May 11th, 2023, the day that we went out there to address your concern, we established that the furnace gas valve is defective and that the part was covered under the manufacturer warranty but not the labor. You asked me to call them to confirm in which I did so. After speaking to *****, the manufacturer, on May 15th I reached back out to you to inform you that ***** will cover the part, but they will not cover the labor cost as it is written on your warranty certificate. As far as the 3-year labor warranty, we are warranting the installation of everything outside of the furnace, which means, we will warranty a proper furnace installation. That does not mean that we will cover the labor cost on any defective parts. We will honor and be responsible for everything we disconnect and reconnect to install your furnace properly. We cannot be responsible for something we did not make, assemble or pre-installed parts. That is a pre-installed defective part warranted by the manufacturer. Unfortunately, they do not cover the labor cost. We have reached out to our distributor as you stated that the manufacturer told you to tell us. The distributor told us the same thing the manufacturer told us back in May, that they will not cover the labor cost. We also reached back out to the manufacturer and unfortunately, they told us the same thing. They could not give us a copy of the conversation, but they said if you like they have it on record and you can call and address it through Case #*******. We are sending you a copy of the Warranty Certificate and where it describes the labor warranty. As far as the preventative maintenance is concerned, we will not be able to address that service until you have the furnace gas valve matter resolved. We appreciate and thank you for your patience and understanding on this matter!
  *****
  ABC Climate Controls

  Customer response

  08/16/2023

   
  Complaint: 20470334
  
  I am rejecting this response because:

  The warranty provided by the installer in this claim is the warranty from the manufacturer of the unit, Rheem. 
  

  The warranty provided in this claim is not the installer/installation warranty.

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

  Business response

  08/29/2023

  *****

  Business response

  08/29/2023

  I (***************************) accidentally submitted an incorrect response on 8-29-23. I would like to submit the correct response to the 2nd response by the consumer dated 8-27-23.
  
  Revised Response to complaint #********:
  We apologize for the inconvenience and concerns the customer is experiencing. As we stated in our first response, we cannot be responsible for a defective manufacturer part. It is our position that everything inside the furnace that is put together by the manufacturer, is the responsibility of the manufacturer. *** does not assemble any furnace parts at the job site. The furnace is already pre-assembled by the manufacturer. The labor warranty that we are responsible for, is the labor involving a proper and complete installation, which means that whatever we take apart from point A to Z in order to install the new furnace and put back together from Z to A is the responsibility of ABC climate controls. This furnace, make and model was chosen by the customer, and it is unfortunate that the manufacturer will not assist in the labor cost for something they put together and provided as part of their business. We are willing to work with the customer to resolve this matter. We offered a labor discount, but unfortunately, the customer has refused our offer. Thank you for your patience and understanding on this matter.

  
  Sincerely,

  
  *************************** / ABC Climate Controls

  Customer response

  08/29/2023

   
  Complaint: 20470334
  
  I am rejecting this response because:  As of today, 8/29/23 we have not received a discounted rate amount to consider from the vendor for the services that we believe should be covered under our existing labor warranty and the warranty that the vendor provided in this complaint is that of Rheem, the manufacturer's warranty. 

  We have gotten two other vendors to look at this and they both are communicating that this should be covered under our existing labor warranty with the existing vendor that did the installation. These two installers also do not want to do the work because they did not do the initial installation. 

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

  ************

  Business response

  08/29/2023

  Item dated 8-22-22 is the contract with the labor and manufacturer warranty circled. Item dated 9-8-22 Warranty info. #1 is the warranty information the customer received with the equipment prior to registering equipment online. Item dated 9-8-22 Warranty info. #2 is the information ***************** provided to Rheem when she registered the equipment.  Item dated 9-8-22 Warranty info. #3 is the certificate the customer received after registering the equipment online.

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