Missing parts keep humidifier dispute unresolved

Missing parts keep humidifier dispute unresolved

COMPLAINT: Lodene Spanola, Dawsonville, Ga.

"I hired Riverstone HVAC of Canton [Ga.] to service my furnace. The technician said I should have a better humidifier because the floors and trim were drying out. He suggested a steam humidifier. I had it installed, but it didn't perform as stated, it never turned off.

"I contacted my credit card company, which issued a credit. I called Riverstone to have the old humidifier reinstalled and the new one removed. They were nonresponsive. Months later, they left a message saying they would contact their attorney if I didn't return the new humidifier.

"I finally got in touch with them and agreed to exchange units. However, the technician came with a different unit from the original humidifier. It was missing a drain pipe and the programmable thermostat, which he said he would bring back with him. So far, they have not responded to my calls and have not brought those items."

DESIRED RESOLUTION: "I would like the original humidifier with the programmable thermostat and drain installed."

COMPANY RESPONSE: Robbie Threewitt, owner, Riverstone HVAC

"The new humidifier we installed for the customer was not defective. After the initial complaint, a technician went to the home and found it operating properly. After a second complaint, our technician called a Honeywell representative, who confirmed the system was operating properly with a normal level of humidity.

"Despite this, the homeowner requested we move the product, which we did. The original thermostat was left at the home with the other equipment, but when we returned, it was not with it. Out of good faith, we installed one that would work.

"We cannot be held responsible for equipment left at a homeowner's residence. We feel we have gone above and beyond to satisfy this homeowner."

STATUS: Stalemate


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