Alkota Plumbing & Heating, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Attached you will find the invoice for the requested services by *** ***Mrs*** was the customer in question, not *** *** *** is the husband and has no history with Alkota Plumbing and Heating. They took delivery of our services and after benefitting
from the services provided did the husband complainThey provided a signature on the invoice and paid the fee without hesitationHowever then a week later decided the charges were "price gouging", even though *** *** has yet to see the services provided in person*** *** was extremely rude and degrading to our female dispatcher so I responded to his complaint via email and offered them a full refundThe refund for the entire balance has been completed and we have requested that they never contact us again for any reasonI can't expect my employees to be verbally abused by customers that seek free services from businesses with zero accountability on their behalfGood riddance

The check will be mailed today for $516.50. Apologize for the delay.

I will use bullet points to address all of Mrs. [redacted] concerns as to save time.
1. The installation was done, inspected and certified as correct by the Municipality of Anchorage. There were minor code issues found upon initial inspection that were corrected at no charge to the customer. The...

furnace was installed 04/21/2011 and was signed off as "approved" by the municipality on 05/20/2011. The code issues had nothing to do with incorrect venting of the unit itself rather it had to do with bringing fresh air into the mechanical room per code. On 05/17/2011 we installed a new combustion air vent as required at NO CHARGE to the customer in order to pass inspection. This was our final visit related to install and inspection.
2. The next visit to the site was an annual heat check which is provided at no charge to the customer for purchasing the install. This service was completed on 04/19/2012. The customer expressed no concerns at this time and the system was operating as designed.
3. The next visit to the site was more than 2 years after the last visit.....and more than 3 years after the installation. On this visit it was discovered that the gas valve had failed and the gas valve was replaced to restore the heat to the unit. We can not predict the life expectancy of wear and tear parts on a furnace. However it is not unreasonable for a gas valve to fail 3 and a half years after installation. The standard warranty on said parts in the industry is typically a year.
4. The system again operated without fault until 08/14/2015 in which we replaced the roof cap to prevent water leakage into the venting. In any/all bids we complete or propose we put in an exclusion for existing system venting as we cannot see into the walls to find out if there are breaks or damage to any/all existing venting. We can only address problems as they arise.
5. The next visit was again to address a no heat issue on 12/04/2015 in which the culprit turned out to be a malfunctioning thermostat. This issue would have nothing to do with venting and or installation of the gas furnace. This device is only used to adjust room temperature and turn furnace on and off. It was on this call that we suggested replacing the existing venting and gave the customer a bid to as much. The customer agreed to the quoted price of $600.00.
6. We returned on 12/07/2015 to replace the existing vent. We installed new venting all the way to the roof. The reality is any water or condensation on the furnace would not shorten the life expectancy. The furnace has been operating as designed for nearly 5 years now and should continue to for years to come.
 
We are willing to refund Mrs. [redacted] the cost of the trip to replace the vent top $184.00 and a portion of the costs of the failed gas valve of $332.50. This would make for a total refund amount of $516.50. Long story short the furnace was installed correctly, we can not be responsible for the condition of the existing venting.