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ComplaintsforDay & Night Heating & Air Conditioning Co
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Complaint Details
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Initial Complaint
12/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I used this company to fix/replace my thermostat on my HVAC system back in 2019. I was charged $403 for a new thermostat and was told I have a 10 year warranty on parts. My thermostat died and now I'm told by **************** that they are going to charge me $674 to replace the thermostat, even though its covered under warranty. I called the product company TRANE and was told **************** can order the replacement part at no cost to me, yet Day and Night is saying they won't do that unless I pay them the $674 to install it. That is not how warranties work. They refuse to honor any prior commitment and I'm not out a $400+ for an item I purchased from them.Business response
12/15/2022
Contact Name and Title: *****************************, Owner
Contact Phone: **********
Contact Email: ********************************************
The customer paid $608.66 plus tax in June 2019 for us to replace her Thermostat. The manufacturer of the Thermostat provided a Ten Year Warranty on the Thermostat however the manufacturer does not cover labor and associated costs to remove and replace the Thermostat under their warranty coverage. My company provided a One Year Warranty on labor which expired in June of 2020. On December 6, 2022 we offered a quote to replace the Thermostat under the manufacturer's parts warranty however the customer is responsible for paying all other costs not covered by the manufacturer's parts warranty. In the last three and half years (from 2019 until 2022), skilled labor costs and material costs have risen significantly. Due to these factors the price to replace the Thermostat under the manufacturer's parts warranty in 2022 has increased. Our quote from December 2022 reflects the price to remove and replace the Thermostat without the cost of the Thermostat since the manufacturer will cover the cost of the Thermostat part (but not the labor and associated fees). The written quote that we provided shows the credit amount for the value of the Thermostat part; the remaining cost is not covered by the warranty and the customer is responsible for paying these additional costs since the labor warranty expired in 2020.Business response
12/15/2022
***Document Attached***
See Attachment/File: Estimate-************pdf
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.