Complaints

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• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Have a Reme Halo unit attached to my air conditioner. The unit had a 5 year warranty. The business refuses to honor the warranty. Had a tech come by for an inspection and he checked the unit. He then wanted to charge me $245 to change a light bulb. I was under the impression that the charge would be to replace the unit (although it was still under warranty).

  Business Response

  Date: 10/31/2023

  ******************, set up appointment for pre winter check and asked the tech after he completed task to change out LED light in his REME HALO unit. our tech gave him the price of $245.00 for labor to replace the part due to the difficulty of changing it out. ****************** agreed to set price had ************ part and later refused to pay the agreed upon fee of $245.00 he then kicked him out of his home.

  REME Halo was installed 12/12/2018 with 1 Year labor warranty and 5 Year parts warranty from the manufacture. One of our techs informed ****************** on 5/23/2023 that the ** light Module was bad; it was also his third light replacement. We quoted a price and customer decided  to order his own bulb. ***************** asked our tech to replace today 10/31/2023 then got upset and refused to pay when it did not work properly which he was previously warned that it might not work due to module being bad.

  ****************** owes $245.00 for labor completed on his unit, with verbal agreement between tech and customer before proceeding with work. Customer was previously informed by a different tech that module needed to be replace so he did not have further complications with unit. The part would be under warranty customer just refused to pay the labor cost. 

  Customer Answer

  Date: 11/01/2023

  Complaint: 20805086
  
  I am rejecting this response because:
  My interpretation of the techs statement was that if the unit did not work they would replace it for the $245 if I wanted to do so. Anyway on a prepaid inspection job an attached part of the unit would be included in the inspection. As to the difficulty of replacing the bulb. It takes all of 2 minutes to do it. I reject the statement of owing for the procedure since the explanation of the tech did not match my impression and I did not sign any statement for such work. Seems like we are at an impasse. My regret is that I have had a good relationship with this company and am disappointed with this issue. I guess we shall go our separate ways, unfortunately my guarantee for the a/c unit is for ten years and I would be reluctant to call on them for service. If there is a way to transfer the warranty to another company I would be agreeable.
  Regards,
  
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