Thank you for your feedback on this matter. We do appreciate you taking the time to share this with us and we are working to resolve this matter.
We do want to apologize for the inconvenience this issue may have caused but We as a company do stand by our clients and we do what is within our power to resolve any issues to bring positive experience for you and other customers.
1) Your situation is being managed by our Technical manager and as per the policy of 100% satisfaction guaranteed we do have to attempt to resolve the issue before proceeding with the refund or replacement process.
2)The refund process on its own has it's measures and limitation which we would gladly discuss and move forward with you as per your qualification
3) As per our Email to you we do need to get in touch with Carrier Representative which is managing your case and have our technical supervisor visit the your home to find out what the defining issue is on your tenant not feeling cool in the house. We will assure you that if the issue is sizing of the product or anything related to our services and products we will assist you and resolve any issues. The sizing of your product is not correct will be corrected by Maple Air
4) We do want to assist you in the process Jerome and we kindly ask that you do cooperate in the process and let's take necessary steps to find a solution for your property. We understand that you are not currently available in the city and your tenant is occupying the space and we do ask that you allow us and Carrier to take necessary actions to resolve this matter for you.
5) We understand your frustration but Maple Air has built a reputation on customer experience but we do need you to also understand the process and allow us to take the proper actions to reach the final solution. We will assure you that if we can diagnose the inside of the house and outdoor unit along with our technical manager we can resolve the issue. It would be impossible to determine if the size of the unit is undersized as this is the exact tonnage of unit you had in the house previously. But anyhow if the unit is determined to be undersized we can replace the unit for a larger tonnage.
If you like to speak with our customer success manager we would gladly assist and you call the office @ 1877-780-6667 between hours of 9am to 5pm and either speak with our technical supervisor managing your case or customer success manager.
Thank you and we look forward finding a solution for you.
Heating and Cooling