"Weve been Falso customers for many years. Service has been excellent.
Months ago, Falso replaced our remote thermostat because the previous one (also installed by Falso quite a while ago) had become unreadable. The replacement looked to be as simple to operate as our previous one, and I had no reason to suppose otherwise.
A week-and-a-half ago, for the first time this season, we needed heat. I suddenly realized operation was more complicated than Id imagined. I was confronted with touch-screen display options that were unfamiliar, partly because the new unit is designed to control AC, humidity, etc., none of which we have. And it allows programming, which well never use.
Im a 86-year-old, born too early for all this current technology to be second-nature, and I dont like to experiment with things I dont understand.
We like to control temperature manually, lowering at night or when well be away for several hours or days, and adjusting up or down depending on our at-home activities. Very simple! Thats the way weve always done it, its how we like to do it, and its how we want to continue doing it.
Since I feel that proper instruction was part of Falsos responsibility at installation, I considered our most recent house visit to be an unsatisfied part of that original responsibility.
When the technician arrived on September 24 to provide those instructions, he explained at the outset that his call would cost $88.56 I said that Id pay by check (which I did) but protest that I felt the charge was unfair.
On the following Monday, Sept. 26, I emailed my grievance to Falso. I never received acknowledgement of any kind, but the check was immediately cashed.
Yes, this is a gray area, and it wont affect our reliance on Falso in the future. But the experience has left a sour taste in my mouth.
My (unacknowledged) email of Sept. 26 is included here, below my signature.
132 Lynn Circle
Syracuse, NY 13205
On Saturday, a technician came to our home to explain operation of the remote thermostat that you installed earlier this year.
It turned out that the thermostat has far more capabilities than we're interested in. We dont have AC; we dont have humidity control; we dont program the thermostat. We operate it manually, simply lowering at night when we go to bed. but that can be at different time on different days! During the day, we turn it down if were going to be out of the house for a couple hours. In waking hours, we turn it up. Simple. And thats the way we want it.
Those extra thermostat capabilities wouldnt matter if they didnt introduce a ton of confusing options that I wasnt aware of at the time of installation. At that time, the display on the screen was exactly what I wanted, with simple up-and-down options. It seemed perfectly straightforward, so I had no questions.
This weekend, for the first time, we needed heat. But the display turned out to have far more options than Id been aware of, and got only more confusing as I tried to figure out how to do my simple manual operation. It wasnt clear what option buttons would do what and I was too cautious to experiment blindly.
When your technician arrived and mentioned right-off what the charge would be, I told him Id write him a check, but protest the charge. I see installation as having been incomplete, since it hadn't been made clear to us at the time how to operate it. No instruction was given, so I had no idea Id run into problems this past weekend.
In other words, Saturdays technician completed a service that should have been part of the original installation.
Im asking that that payment ($88.56) be cancelled.
Bryce M. Hand
132 Lynn Circle, Syracuse, NY 13205