Complaints

• Initial Complaint

  23/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a ****** Heat Pump from East Coast Plumbing and Heating 5 years ago which worked great for about 2 years. He told us it had the best warranty 12 years which was great to hear as he said any issues your covered. We then had an issue with the heat pump a few years later which East Coast Plumbing and Heating never responded so Contacted green foot they then said there would be a service fee for them to come out since they didn't install it but then proceeded to tell me that the contractor the installed it never registered the unit with ****** so we only have the standard 5 year warranty not the 12 year that we were suppose to have. I contacted East Coast Plumbing owner via Facebook and I brought up that we lost out on the full 12 warranty as he never registered it and asked him if there was something he could do, no responce. I then proceeded to go with greenfoot to have them repair it even though i had to then pay $99 an hour for labour since they never install it. Fast forward a year later have the same issue with unit, again contacted East coast -plumbing as they were the ones to install it but ***** **** ( owner ) said they dont deal with ****** anymore and pawned me off. I had to have green foot come out again fix the same issue and again pay them $99 and hour. Fast forward a year again to 2022 and the same issue however this time it is out of warranty it cost me $277.73 to have green foot come out diagnose the issue and attempt a repair however it did not work and will not cost me approx. $1,000 which they said the issue will happen again based on the yearly track record. All this money I'm paying out of pocket and now pretty well forced to get a new unit for the warranty ( $5,000 ) instead of paying each repair because East coast plumbing neglected to register the unit for the 12 year warranty he assured came with *******. I asked ***** **** to pay the service bill for the $277 since I have to pay greenfoot due to no warranty but he wont

  Business response

  19/04/2022

  Reading his complaint it starts with saying 12 year warranty, that I never replied to him so greenfoot fixed it. Says he asked me to pay a 277 bill which he never asked.
  
  Heat pump was installed in 2016 and billed for Jan 2017 after completion of plumbing his new house. At a cost of 4200.
  My first contact with customer since completion was aug 26 21 where I diagnosed code u0 suction pipe failure, greenfoot fixed it under warranty but charge a service call fee. Aug26 21my wholesaler informed me warranty for parts was through ****** and labour was through prime. My understanding machine was fixed at this time no more contact with *****. May 3 21
  March 17 22
  Contacted me again saying machine broke for 3rd time, that I charged him 5800 for a machine that was not worth that much (my invoice states I charged him 4200) told me ** * ****
  March 23 22 greenfoot diagnosed and fixed again for the same problem that they have already fixed 3 times under warranty is my understanding.
  Said it was going to cost over 1000 but greenfoot told him it will keep happening, at this point he threatened me via social media or bbb and wanted a full refund on his unit.
  March2322 I contacted my wholesaler again and asked ***** for the model and serial number as they would look into it for him if it’s been fixed three times already as greenfoot purchases from same location and he refused to send me the information.
  Haven’t heard from him again since then.
  
  As per my original invoice at no place does it say 12 year warranty, I don’t believe 12 year was offered in 2016 from ****** as these manufactures have been changing there warranty’s continuously over the past 5 years and the units were new to our location and they have been learning problems and advancing units to help with our climate. All manufactures are different, I installed this unit for ***** as he wanted a ****** at the time he built his new house and he hired me to plumb it, I told him I could get ****** and could sell to him at wholesale cost as I was doing his house also.
  I don’t believe I’ve been neglecting ***** at all since 2016 until present time, I’ve tried to work with him as best I could, I’ve explained I don’t sell a warranty the manufacture does and as we know the workforce is short as is my business per reason I couldn’t help him first time but others could as ****** supplies the warranty so he proceeded that way. For a unit to work flawless for almost 4 years then have to be repaired 3 times for the same issue it sounds like it was never 100% properly fixed and for it to be fixed but customer to be told it will happen again sounds like it’s a manufacture issue that greenfoot is aware doesn’t last.
  There are a lot of things to take into consideration with what causes these issues, our climate is tough with lots of ice snow and other things, ****** may offer warranty but we have to take into consideration if units are left and never looked at or maintained, left in snow banks, cleaned etc. not saying this is what caused issues but it has to be understood it’s a manufacture warranty that the manufacture promotes to sell there product just like car dealerships, if things are neglected warranty are sometimes voided by manufacture,
  What ***** is asking for full refund informing one price of (5000) which is more then he was charged over 4 years ago, to pay a service fee I wasn’t asked to pay, my opinion he wants a full refund for something he used for 4 years without issue, and another year after issues arose, because of a manufacturer warranty and another company repairing makes no sense to myself, as stated before it’s a manufacture warranty that they promote, and a warranty another company has used already to repair the problem I don’t feel it’s my issue. I haven’t neglected him, and tried to help as best I could, I’ve been involved with 1000 of these machines over my past 10 years in business and have never had this complaint happen before and believe I am in good standing with any customers who I have dealt with previously and reciently.
  Any more questions please respond to this email and I will try and help as best I can
  

  Customer response

  19/04/2022

   I am rejecting this response because:
  
  
  My first issue was Aug 2020 which I tried to contact ***** which he read the message and declined to respond, so I did what any normal person would do an contact a repair company in which it was green foot who charged a service call since they didn’t install it. ( again this was due to the original install “*****” neglecting to respond to fix the issue )
  
  
  The second time April 24th 2021 ***** is correct he finally responded and tried to assist me however with the number I called “prime” customers can’t call it has to be the installer which I stated to ***** and again he read the message and neglected to call. So again I did what any normal person would do and contact a repair company” *********” who then charged another service fee.
  
  
  Then the unit went again in March 2022 which I contacted ***** and informed him the issue again.
  
  
  I did not tell ***** to “F**k off” I told him to “Man up and fix your F**ck up” referring to a client ( me ) loosing my remaining warranty so now I am stuck paying out of pocket for repairs.
  
  
  He “reached” out to emco which I provided him the model number and unit number as requested and still haven’t heard anything back about that.
  
  
  I asked him for a contact number which he wouldn’t supply.
  
  
  As for the warranty I went off what ***** told me “best warranty in the game 12 years”, which with some research I found out it is actually a 10 year warranty ( when warranty it is registered) which ***** neglected to do.
  
  
  ***** wants to refer to a “car dealership” so I’ll give an example of that.
  
  
  “A client comes into the dealership and wants a specific vehicle because they were told it comes with a 7year/160,000 warranty. He buys it and a few years later this client comes back to the dealership having issues and is told “sorry customer your vehicle does not have warranty left “ customer is all confused” Wel I was told I have 7year warranty on this” . ( dealership )“ sorry customer it was never registered so you actually do not have the warranty “However” for our screw up or out of good will we will cover your vehicle this time( which is actually how it happens FYI )
  
  
  I want to clarify - to have that warranty it is MY job to ensure I register that vehicle with the manufacture to ensure clients have the full coverage ( which on record it is registered EVERYTIME because it’s my job)
  
  
  Again this all comes down to the installer knowing he needs to register the unit with ****** but never did and now a client lost out on years of coverage and now is forced to spend money on repairs or on new unit.
  
  
  Oh and just for the record I ask him March 23 2022 where he would like me to send the bill referring to him pay for it, also April 24 2021 I messaged ***** asking him if he can fix it or I can get ********* to bill him for the repair.
  
  
  Thanks
  

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