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Complaint Details
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Initial Complaint
01/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I contracted with John H Coleman to install a Mitsubishi Mini Split heat pump unit in a single garage room. The initial installation occurred on or about Jan 19, 2023. All work except for the line hide covers (I did not like the coverings they originally supplied and requested a different type) was completed and paid for at that time with the understanding that those coverings would be installed later. After a significant wait (April), they were installed and done so very poorly. As a result I ordered additional line hide covers and corrected their work at my cost. (I am not seeking any remuneration for this work.) Since the installation of the unit however, there have been continuing problems with the unit not cooling well and not heating well. In August I requested that the unit be checked. The original installer checked the unit and said that it appeared to be working correctly. When cold weather arrived, the unit would either not heat the area successfully or it would overheat the area. When the thermostat was set to 72 degrees, the room temp would either not reach that or would exceed 78 degrees (at which point, I turned it off). Sometimes it seems to function normally, but it can't be counted on to do so. Around the 1st of November, I requested another service call. A technician came and checked the unit and decided that the remote needed to be replaced and said he would do so. By the 1st of December, I had still heard nothing nor received anything. I called again. Another technician came by and also decided that the remote may need to be replaced and would order one. At this date (01/02/2024), I have still heard nothing and received nothing and the unit continues to fail. When I used John H Coleman many years ago, they were a very reliable company. But now, not so much. I still have a lot more I would like to say about this, but to do so exceeds the allowed character count.
Business response
03/22/2024
Dear Mr. ******,
Thank you for bringing your concerns to our attention regarding the installation and ongoing performance issues of the Mitsubishi Mini Split heat pump unit in your garage room. We sincerely apologize for the inconvenience and frustration this situation has caused you.
Upon reviewing your complaint, we acknowledge the delays and the subpar quality of workmanship regarding the installation of the line hide covers. We understand your disappointment and appreciate your efforts in rectifying the situation at your own cost.
Regarding the performance issues with the unit, we regret that it has not met your expectations in terms of both cooling and heating. We understand the importance of having a reliable HVAC system, especially in extreme weather conditions.
In response to your concerns, we would like to offer the following resolution:
Replacement of the remote control unit as suggested by our technicians. Out team is reaching out to you to have it replaced by next week.
Complimentary clean and check of the entire system to ensure optimal performance.
We assure you that we take your feedback seriously and are committed to resolving the issues promptly and effectively. Please be assured that we will prioritize your service appointment to address the ongoing problems with your unit.
We sincerely apologize for any inconvenience caused and appreciate your patience and understanding as we work to resolve this matter to your satisfaction. Should you have any further questions or concerns, please do not hesitate to contact us directly.
Thank you for bringing this matter to our attention, and we look forward to restoring your confidence in our services.
Sincerely,***** ****** **
Customer response
03/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** ******
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.