ComplaintsforWest Sound Comfort Systems

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  West Sound Comfort Systems replaced a switch box that fed our entire upstairs with the heated water for all the registers to heat the house. The new installed unit had a 12 month warranty. It failed within the warranty time period and yet the company will not replace it, and the original switch has been taken from the house when the owner stated they do not take the defective parts with them. They are not upholding a warranty item because I called them on Feb. 6th because the warranty date was on a Saturday (warranty date 2-3-2023). They pointed out that they had only been to our home once as if that were of any relevance. Totally misrepresented the stated 12 month warranty.

  Business response

  02/26/2024

  The customer called our office and stated that the part we replaced a year ago had failed and he wanted it replaced. As is our policy, we charge a travel and diagnostic fee to come out to diagnose an issue, and if in fact the part had been bad and within the warranty period, we would have gladly replaced it under warranty. We cannot rely on customers diagnosing their own heating systems.  He refused to pay the travel and diagnostic, so we did not go. I cannot speak to the defective part that he said was removed from the property. It is not our policy to remove defective parts from homes where repairs are made, unless the customer asks us to remove them.

  Customer response

  02/26/2024

   
  Complaint: 21264270
  
  I am rejecting this response because:

  The company technician, when they replaced the old box, told me exactly what to look for in diagnosing the failure of the replaced component in the future (2 very simple steps). That is exactly what I did. I am not trying to get something from this company for free, I merely want them to replace the defective box that still fell within warranty. And, return the original component that the technicians took after replacing it.

  The company wants us to pay travel costs and diagnostics of something that is a warranty replacement? That is not right, why should we, the customer, have to pay again for a defective installed component to be diagnosed, when based on the 2 tests the technician told me to do, the component is clearly not functional. If I didn't know any better, I would say this company is trying to get paid again for a warranty replacement.

  In closing, the unit costs $588 to replace. The travel, the component, and the installation time (including product/service warranty) have already been paid, isn't the intent of a warranty to protect the buyer in case of product defects or product malfunctioning after purchase?
  
  Sincerely,
  
  *****************

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