ComplaintsforDyess Heating & Air
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Complaint Details
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Initial Complaint
10/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Trane unit was purchased and installed on March 25,2020. During the time of installation there was a warped blower wheel. The company came back on March 26, 2020 and replaced the wheel. I asked at this time for a new unit to be re-installed because I paid for a brand new unit and not a used or faulty one. Since then I have had the following problems with the unit: April 13, 2020- lie trap sweating, insulated drain trap/line and added vent to drain September 22, 2020 - system will not turn on December 17,2020- blowing hot air into rooms June 21,2021 replaced icm fan controller and 824 thermostat. water in safety pan August 31,2021 - system stopped working, crack in pan is leaking October 8,2021 thermostat blank, system not workingBusiness response
11/18/2021
All of her issues have been handled in a timely manner with the exception of the cracked drain pan. The pan was on back order and we installed it as soon as we received it. We do not sell used or damaged equipment to any customer but sometimes parts fail prematurely at no fault of our own. This was the case with her blower wheel. The other electrical issues are directly related to her drain system malfunction. So basically, she had two issues that happened very close to each other time wise. I myself also had communication mixups with our office staff and I didn’t respond to her in a timely manner, which added fuel to the fire. As far as the service calls, we responded quickly each time she called. Any time a customer requests a new unit we have to follow procedures of the specific manufacturer, and in the case of a few faulty parts they will not grant a unit replacement at no charge. We understand her frustrations and as a compensation to her we gave her two extra years on her extended labor warranty that she purchased, as well as three years worth of maintenance at no additional cost. We can’t afford to give away a piece of equipment unless the manufacturer will cover the cost or we would go out of business. As of today’s date we have addressed all of the issues with her system and a letter will be mailed to her on our compensation to extend her labor warranty along with the maintenance extension for no charge.
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Contact Information
124 Persimmons St #604
Bluffton, SC 29910-4779
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.