Complaints

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• Initial Complaint

  Date:12/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a heat pump installed at the end of August of this year. As part of that install, I opted to get the 4 year "Extended Parts and Labor" warranty at a cost of $990 plus tax. That agreement states, "The four year agreement also includes emergency service 24/7 at no additional cost".
  On Dec 16 the heat pump stopped providing heat. I put in a service call. A Carlson employee came out on Dec 19 and found no issues with the unit. It resumed providing heat after he turned it off, then on again.
  On Dec 28 I received a digital invoice for the service call, $159 discounted to $126.82. I notified the office that I was surprised to get an invoice since we have a maintenance agreement that includes free service calls. The office manager (Tina) said that there is an exclusion in another section of the document (the "Payments" section) that mentions damage due to power surges is not covered under warranty. She said this also means that service calls for power surges are not covered.
  
  I dispute that the section mentioned applies because:
  1) The extended warranty section clearly states that service calls are free and mentions no caveats, and
  2) There is no evidence a power surge occurred. A surge would typically "fry" electronic components. That did not occur.

  Business Response

  Date: 01/19/2023

  This issue has been resolved, please see attachments.

   

  Thank you

  Customer Answer

  Date: 01/23/2023

  
  
  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.

    Carlson Heating could benefit future customers by amending the Extended Warranty clause that states, "The Four year program also includes emergency service 24/7 at no additional cost" to "The Four year program also includes emergency service 24/7 at no additional cost in cases where the call is determined to be due to defects in equipment or workmanship".
  
  
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 01/27/2023

  *******,

   

  This is the response that we feel should be listed on the BBB site in place of where it notes  “please see attachments” that were not included.

   

  Below is our explanation of what occurred. I feel it is important to understand our position, but for customer satisfaction we agreed to his terms and refunded the money and decided to part ways.

   

  This is a copy of our warranty, which is listed twice on his work order, as you can see by the work order he sent you. I have highlighted the part he has overlooked twice. Per Mr. *******, the power went out due to a storm, according to the manufacturer that is what caused the unit to go into reset, it had nothing to do with the equipment or our workmanship.

   

  All material is guaranteed to be as specified.  All work to be completed in a workmanlike manner according to standard practices. Warranty on all parts are per manufacturers warranty, a (1) one year (unless extended warranty purchased) labor warranty on workmanship and replacement of warranted parts. The warranty does not include parts and labor required as a result of abnormal conditions such as fire, flood, water damage, lightning damage, power surge, hurricane, war, any acts of god, out of oil/propane or bad oil, sludge, unoccupied home, frozen house, etc.  Carlson Heating is not responsible for broken tile, slate, stairs, thresholds, door frames, etc. while trying to navigate heavy equipment into property. If a portion of the doorway, insulation, etc. needs to be removed for safety reasons or so equipment can be installed it is the homeowners responsibility to replace. Carlson Heating will not be responsible for any damages to driveways and/or parking lots. Any alteration from above specifications involving extra costs, will be executed only upon written orders, and will become an extra charge over and above the agreements contingent upon strikes, accidents or delays beyond our control. Any additional work required by the city building inspector, involving extra costs from above specifications will be executed only upon written orders and will become an extra charge over and above the agreement. The above price includes any point of sale rebates. The above price includes that all scrap metal removed from install belongs to Carlson Heating and price will be adjusted otherwise. Carlson Heating has the option to display a small sign near road while working on job. This proposal is subject to 30 days and is void thereafter. Payments to be made as described, a $899.00 payment discount will be added back to the above total price if any payments are not on time.

   

  Please contact me if you have any questions. Thank you for your time.

   

  Cassandra D******

  Administrative Assistant

  Carlson Heating, Air & Hot Water, Inc.

  **  *** **** *********** ** *****

  Phone:  860-489-4328