Columbus area HVAC company resolves customer complaint

Columbus area HVAC company resolves customer complaint

COMPLAINT: Michael Myers, Powell, Ohio

"A Custom Air service tech diagnosed issues with my 19-year-old heater system and provided a quote to replace the heat pump and heat exchanger/furnace.

"Everything went fine, except for the follow-up.

"Delaware County requires a permit for the heat pump outside and the furnace inside, as well as owner’s manuals for each. I failed the county inspection because there was no permit and no manual for the furnace. I called my salesman. The owner’s manuals were delivered the next day by one of the installers.

"However, I have yet to receive the county permit, and therefore, have yet to pass the inspection, some six weeks later.

"Additionally, my systems qualify for the Federal Tax Credit for new, efficient heating/air conditioning based on 30 percent of the price of the equipment. I only received a quote for the entire job, which has installation charges, extended warranty, etc., built in.

"I have asked my salesman, as well as the company’s sales support person, for an itemized invoice so I can properly calculate this tax credit."

DESIRED RESOLUTION: "I would like an itemized invoice showing the cost of equipment for tax credit calculation and a Delaware County permit for the heat exchanger/furnace, so that I can pass the county inspection."

COMPANY RESPONSE: Jeff Reed, vice president, Custom Air

"We did pull a Delaware County permit for the work. It took two weeks to process and turn the permit around.

"Unfortunately, there was a misunderstanding between Custom Air and Delaware County. Even though we marked a furnace and heat pump, the county only registered the heat pump and missed the furnace.

"For this reason and because no homeowner’s manual was found on-site, the customer failed inspection. We are getting this taken care of.

"I will be hand delivering the additional money needed for the furnace inspection. At that point, I will call for a re-inspection with the county.

"As for the tax credit, we sent the customer the certificate required for his new system, along with information outlining that the tax credit covers up to 30 percent of the “installed” costs.

"After the installation, we had a conversation with the customer, and he asked us to send it before he did his taxes. He needed it sooner than we thought.

"As always, it is our goal to have a customer completely satisfied. We will work hard to show him why we are an A-rated company."

STATUS: Resolved

Editor’s note: The member said the requested paperwork was delivered and the situation is resolved to his satisfaction.

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