ComplaintsforCentral Maine Heat Pumps

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a heat pump system 7 years ago with a 12 year warranty I called May 28th to report the system was not working. Called them (central Maine heat pumps) several times until finally on June 12 they sent a person out to look at it. I was told they were busy installing new systems for people and that's why they hadn't gotten back to me till then. I was told that the compressor needed a new part (wasn't told what part) and that they would order it. I called every week for a status as it has been sweltering hot and humid and was constantly told that it was ordered and was on the way. They last conversation we had before today, July 5, i was told it was still on the way and it was unfortunate that this happened during a heat wave. I reminded them I had originally called May 28th and that this heat was not healthy for my dogs. Today, again, I had too call them, they called back and said they would not be fixing it but had mailed the part back because i had hurt her feelings and i would have to find someone else to fix it! They claim anyone can order that part (still unknown) and get reimbursed for it and i would have to find someone else to fix it. This is unacceptable, where is the customer service? Do they actually do any or do they just install and run. Im not sure of my recourse as i actually have a contract with them. Repair or reimbursement? Please help me to resolve this matter as the original system is over $7,000 Thanks

  Business response

  07/26/2023

  Yes, we are a very busy company, and yes, sometimes getting parts that are not in stock is frustrating,both for the customer and the company. 
  The factory warranty for parts is 12 years.  The contract labor is for the first year.  No additional service/labor warranty was purchased by the customer.
  When ************** arrived and looked at the system at this customer's home, it was clear that someone else had done work to the unit, as colored substance came out of the ports.  There are no colored substances that are put in the refrigerant lines with a heat pump installation.  Adding something foreign to the system jeopardizes the factory warranty. We were still willing to work with the customer to get her up and running because of the delay and extreme heat, and because we were the original contractor.  The coil, which was the part needed was on backorder.  
  But the 2nd to last phone conversation with the customer changed my willingness to help.  There is simply no excuse for anyone to be treated so poorly or spoken down to, as was done during that phone call.  We will never allow anyone on our crews to be treated in such a manner.
  Now,online with the BBB..
  The sentence from the customer "I was told they were busy installing new systems for people and that was the delay in getting back to her" That was NOT TRUE.
  The sentence with "this heat was not healthy for my dogs"was also NOT TRUE. The statement was her screaming extremely loudly and accusing that "we were trying to KILL her dogs". 
  The sentence My feelings being hurt came about after she was told to find another contractor.
  If I had a live recording that could be heard of the phone conversation and could put it on here - I would not have had to write any of the above.
  
  

  Customer response

  07/27/2023

  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. 

  An additional issue was brought up by the responder. No one has ever worked on my system, if I had any problems I would have contacted them!  The only thing I can say is maybe their original install was defective?  Although I have never had an issue till this last May.
  I did not accuse them of killing my dogs, I said the heat was.
  I dont believe they ever ordered the part and May 28 when I originally called them they called back a couple days later and told me they didnt think they could fit me in cause the were busy doing other installs.   She tried to troubleshoot over the phone which was unsuccessful. After called a few more times they sent a guy out on June 12. He asked if someone else had worked on it and I told him no one had touched it.
  

  Business response

  08/04/2023

  Fujitsu does not put foreign substances in their product,and we have been installing these units for 13 years.   ************** was told that someone else worked on the customers unit.  Photo attached shows some type of yellow product coming from the unit. 
  I was contacted by some of my other customers because of what they saw on social media from the customer.  What is presented is only another version of phone conversation I had with her.  In her post on the ********* she does mention that she lost it.   That part must have forgotten on the BBB review.
  Please refer back to my first response.    I wish her the best of luck.  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩