COMPLAINT ABOUT MAUZY HEATING, AIR & SOLAR: Although I dislike complaining about businesses, at times I will make a public complaint because I don’t want others to be taken advantage of in the same way. This is a complaint about Mauzy Heating, Air & Solar, the company we used to install our air conditioning and heating ductless system after we completely remodeled the old house that had belonged to my husband’s parents. We will no longer ever recommend Mauzy’s services, I’ve deleted all the positive reviews I’ve written about Mauzy in the past, and we will warn as many people as we can to never use Mauzy. From the negative responses we’ve received from both the General Manager and President, we’ve realized that the company is run by liars who refuse to take responsibility when they’ve wronged a customer. Back in September 2019, two of our air conditioning/heating ductless wall units stopped blowing cold air so we scheduled a diagnostic check-up with Mauzy. When they diagnosed the problem, we learned both units were completely broken, which surprised us because they weren’t even 5 years old. We only use them during the hot summers and we hardly ever use the heating feature because we dislike being hot. Then we were shocked when Mauzy told us our 5 year warranty had already expired because we knew that couldn’t be the case. We then discovered our warranty had expired 4 months and 8 days prematurely because Mauzy used the wrong warranty start date. Even though we provided Mauzy with evidence to prove there was no way they could’ve installed our units on the date they claimed, and that in actuality our warranty should still be in effect until this December, they refused to make right their wrong. Since mid September 2019, my husband and I have discussed the predicament Mauzy placed us in with the General Manager but we were unsuccessful in getting them to remedy the problem. So yesterday we finally brought our concerns to the attention of the company’s President and today he sent us a disappointing reply. Although we’ve remained completely professional and gave Mauzy every opportunity to remedy the problematic situation they created for us, they’ve blatantly refused to take responsibility. I’ve attached photos of our last two email correspondences, the first being the one my husband and I sent to both the General Manager and President and the second being the reply we received from the President. If the photos are too difficult to read, below is a transcript of the two emails. I’ve redacted some names and email addresses, but not the names of the General Manager and President. Email my husband and I sent to the General Manager and President: “Hello Jim (and Mauzy staff), Jim, since you said there is nothing more you could do to help us, I contacted the manufacturer as you suggested regarding the warranty coverage concerns of our Fujitsu ductless air conditioning/heating wall units and compressors that Mauzy had installed in our newly remodeled home between December 4-9 2014. Fujitsu representative XXXXXXXX Cornejo provided me with some helpful information and per XXXXXXXX words, our warranty became effective: "When the installation of the equipment is completed and finalized, that would be considered the date of installation. The warranty would be effective on this date". Note his key words, "completed and finalized". If you need proof of this, let me know and I'll forward Mr. Cornejo's email to you. According to the information Mr. Cornejo provided above, this means Mauzy was incorrect to use 7/31/2014 (per the Mauzy records you provided me with) as the start date of our warranty. The date 7/31/2014 was when we paid Mauzy to secure their services, however, that was NOT the date Mauzy completed and finalized installation of our units. In reality, the actual dates Mauzy completed and finalized installation of our Fujitsu ductless air conditioning/heating wall units and compressors was between December 4-9, 2014. Again, as I had mentioned in a previous email to you, we have date stamped photographic and video evidence to prove that Mauzy staff was onsite to complete and finalize installation of our Fujitsu ductless air conditioning/heating wall units and compressors on those dates. So in reality, Mauzy should have used the final completion and installation date of 12/09/2014 as the correct date our warranty became effective. When Mauzy failed to use the correct completion and finalization date for the start of our warranty, incorrectly using 7/31/2014 instead of 12/09/2014, Mauzy unfairly deducted 4 months and 8 days (130 days total) from the full term of our warranty. Mauzy's inaccuracy became of great importance to us because it placed us at a disadvantage when two of our ductless wall units completely stopped working in September 2019. When Mauzy staff came out to inspect our two broken units on 9/10/2019, their diagnosis was, "Found refrigerant leaks within both head units located in hallway next to the elevator and in west facing upstairs bedroom. Hallway unit is leaking from within the evap coil. West facing bedroom head unit leaking where capillary tubes inter coil housing. 9k btu unit. 18k btu unit." If Mauzy had used the correct warranty start date of 12/09/2014, then we wouldn't be having this discussion; we could've had our two broken units repaired under warranty, as we should rightfully be able to do. We're dismayed that Mauzy continues to stick by their claim that 7/31/2014 was the start of our warranty date, claiming that our warranty has expired so we're not entitled to get our repairs done under warranty. Instead, Mauzy gave us an estimate of $4,368.00 to repair our two broken units, which aren't even over 5 years old! Even with the $500 discount Mauzy gave us, which reduced the cost to $3,868.00, we still feel it's completely unfair that more of the expense can't be covered under warranty, especially since it was Mauzy who used the incorrect start date for our warranty. In reality, Mauzy should’ve used 12/09/2014 as the correct start of our warranty, which means our units are still presently covered under warranty until the last month of this year, expiring on 12/09/2019. We also have date stamped photographic and video evidence to prove that there was no possible way Mauzy could have completed and finalized installation of our units prior to December 2014 because our entire home was undergoing a complete remodel, therefore the units could not be installed until towards the end of the remodeling project. On 7/31/2014, the date Mauzy claims the installation of our units was completed, we have photographic and video evidence to prove otherwise because as of that date our home had been completely demolished, torn down to its wooden frame in preparation for our whole home remodeling project. If you would like me to send you photos taken during this timeframe as proof, please let me know. As I mentioned to you in a prior email, we can't email video footage to you because the file is too large, however, we did invite you to come to our home to view the footage and this invitation remains open to you. So in light of the new information we obtained from the Fujitsu, we ask Mauzy to please reconsider their decision and do the right thing by repairing our two broken ductless wall units under warranty. To reiterate, we learned from Fujitsu that our warranty became effective when installation of the equipment was completed and finalized. Therefore the true effective date of our warranty should have been 12/09/2014, the actual date Mauzy completed and finalized installation of our units, and NOT 7/31/2014 as Mauzy incorrectly claims. We're not asking Mauzy for anything beyond what we're entitled to in our warranty, which truly doesn't expire until 12/09/2019. We're only asking Mauzy to treat us fairly because deducting 4 months and 8 days from the full term of our warranty is unfair treatment. Thank you, XXXXXXXXXXX” Email reply we received from the President: “XXXXXXXXX”, I want to make sure you are aware that the warranty from Mauzy has ended. If Fujistsu wants to honor their warranty b