ComplaintsforN.E.T.R., LLC

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Arlington, July 10, 2023 Dear Sirs,We really appreciate your attention to this letter, and your help to address the issue at hand.Summary We contracted NETR, a well-known company with expertise in mini-split systems, to install an Air Conditioning and Heating system via mini-splits. The system has 6 heads and 2 condensers, and we paid over $30,000 for these units, all ********** branded. The system was delivered on September 2022, and started service on December 2022. Between May and July 2023, 4 of the 6 heads failed, all of them because of issues disposing of condensate water.Multiple emails and calls with NETR have resulted in no solution. At this point we suspect they are trying to wait for the warranty to run out and skirt their responsibility to address the lack of quality in their work.We look for them to address these issues and provide us with a functioning air conditioning system before the end of July 2023.We are attaching a pdf document with the full timeline in detail. Feel free to reach out to us if more information is needed, including photos and videos.

  

  Business response

  07/11/2023

  Response attached as a PDF

  Customer response

  07/12/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  We are attaching a letter with photos showing that the response of NETR is inadequate.

  We kindly request that you review and let us know next steps.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  07/17/2023

  Please see NETRs response to the follow up on this case.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid over 20k for ********** heating and AC units and that came with a 10 year warranty. The units have not worked properly and the faulty piping has caused molding throughout my basement causing immeasurable damage. Further, I fear the excessive mold could be causing health problems to my small children. Recently 2 NETR Technicians assessed my basement and confirmed the pipes are no longer used because they leak freon and water. This was confirmed by an independent contractor. When I contacted NETR I was told to use my home insurer to pay for damages and replace the piping. My contract clearly states I have a 10 year warranty for inside and outside parts.

  

  Business response

  11/10/2021

  Dear Better Business Bureau,
  
  Thank you for reaching out us regarding this issue.   As you know customer satisfaction is paramount to ********************
  
  Our Service Manager *********************** had worked directly with the ******* family in an attempt to resolve their concern amicably. **** had spoke with ******************* multiple times, and then based on those conversations emailed her the attached PDF titled PDM USA Letter & NETR Replacement Quote
  
  PDM manufacturers the line sets which have failed for this client.   As you can see from the attached letter the manufacturer worked with a leading university to determine the cause of failure which was determined to be due to act of god not manufacturing failure or defect.   The ******** were advised that due to the act of godfinding provided by the manufacturer they certainly should engage their homeowners insurance provider and file a claim, as that classification of items is typically covered by that class of insurance similar to lightning strike or other acts of god.   The letter attached titled ******* Responseoutlines Mr. ******** response to **** Ultrinos email.
  
  ****************** is correct that the hardware manufactured by ********** is covered by warranty.   Unfortunately, the line sets manufactured by PDM are an accessory piece not manufactured by **********..and are not covered by that warranty.  I have also attached a copy of the sales agreement for the ******** home which outlines the items covered by warranty.  The ******** selected Option #2 on the proposal.
  
  As an act of good faith to help satisfy the ******* family,and resolve their current situation we would like to propose the following resolution:
  
  N.E.T.R. will remove and replace the all installed line sets (in alignment with the Replacement Quote attached) and work with the manufacturer to have them absorb the cost of materials a $3000 value.    We will then be willing to split the cost of labor ($7000) to remove and replace the line sets with new line sets from a different manufacturer who has proven their reformulated solution is not vulnerable to the same act of godfailure.    The net cost for the full replacement of the line sets to the ******** would be $3500.00 payable to N.E.T.R. 
  
  We feel this is a fair resolution for all parties on a non-warranty item whose failure is deemed by the manufacturer to be an act of god.
  
  Please let us know how the ******* family would like to proceed.  Thank you very much for your assistance.
  
  

  Customer response

  09/26/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am having an issue with this company N.E.T.R.  A complaint s filed in November of 2021.  *********** responded. I did go through my home owners as they suggested telling me that is what all of the other clients did and home owners will pay for it. They declined. My carrier Safety said they would cover any damages such as water damage or mold but would not pay for the faulty parts to be replaced.  I contacted netr again to tell them and they said they would not honor the contract I signed and pay for it ( a quote of 10k mind you).  
  
  I asked them to give me a copy of any documents that I signed so I can review.  They told me since they merged w **** company the documents no longer exist and have since stopped responding to my emails.
  
  I have my original copy that I signed that states all parts indoor and outdoor are under warranty for 12 years of signing the contract.  
  
  I would like to know what my next step is going forward?  I do not feel I should be responsible for their faulty equipment.   

  

  Business response

  09/29/2022

  The original complaint was filed by the home owner in November 2021.   When the 2nd occupant of the home engaged NETR again in September of 2022 she was unaware her significant other had filed the first complaint which NETR responed to and the item was properly closed by the BBB.   She is now attempting to reopen the issue despite nothing having changed from the time of the first complaint.   In the first complaint NETR provided the supporting docuementation and information backing that ************* has a 12 year manufacturers warranty on all ********** equipment which is still intact with the manufacturer because she chose to to work with NETR, a ********** Diamond Elite contractor.   All additional materials used in the installation (items not made by ********** like refrigerant lines, line covers, electrical) were covered by a 1 year material and labor warranty.   What has failed in ***************** installation is refrigerant line.. not a mitsubisi item.. outside of that warranty period.  We provided a letter from the manufacturer stating that this issue with thier product was an "act of god" per thier research.  We suggested that "acto of god" may be covered by Homeowners Insurance.  Unfortunately ***************** insurance denied that claim.  Since the beginning NETR has offered to replace the failed refrigerant lines at 50% of the normal price as an act of good faith... absorbing the rest which is not our obligation to satisfy the ***** home.  All members of the ***** household have declined this offer at every juncture and expressed that the only resolution they will accept is free.  ***************** significant other has also engaged our staff with abusive language and made it known that he is a police officer and implied that there could be ramifications to NETR from his position.  In the documents I have attached to this response youcan see we have been in communication with **************  She has stated multiple times that her contract states certain things, but then after threatening NETR with litigation continues to ask for copies of her agreement.   Our company policy is that if a client threatens or starts litigation we do not provide documents to them from our private files.  ************* was provided with copies of all agreements, warranties and other required docuements at the time of sale and acceptance of installation.   We have worked in good faith to try to find a positive resolution to benefit the ***** household and have been met with threats, verbal abuse, threats of litigation and failure to accept our offer to split cost of resolution despite having no obligation to do so.   Please let me know if you have any additional questions.    ***************************, General Manager

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