I have contacted Mr. [redacted], and we have reached an agreement for the damage to the carpet. We will be issuing him a credit on his account after he sends us the paid receipt for the damage.
[redacted]
Service Manager
Hoffman Energy
Phone [redacted]
Customer Service...
Listed below is a history, from a service perspective for the property of [redacted] since the boiler installation in 2007. Installations are generally accompanied by a one year warranty.
12-12-2007 - Boiler installation
5-12-2008 - Hoffman received a request for a...
service call related to a no heat situation ; a nozzle and electrodes were replaced at no charge
10-19-2010 – Hoffman inspected the mixing valve at no charge
11-29-2012- A cleaning was performed and a mixing valve was replaced at a cost of $236.31 + tax for the valve and labor
3-9-2013 – Hoffman received a request for service for a no hot water situation; a [redacted] temp valve was replaced at a cost of $351 + tax.
7-8-2013- Hoffman received a request for service for a water leak – the customer refused service
7-10-2013 – Hoffman returned for service for the water leak and tightened some fittings at no charge
11-3-2014 – Hoffman received a request for service for a heating zone not working; the expansion tank and relief valve were replaced at a cost of $284.18 + tax.
8-26-2015 – During the tune-up, the Hoffman technician recommended that the coil gasket, mixing valve and fittings be replaced.
11-13-2015 Hoffman returned to complete this additional work at a charge of $1100.30 + tax.
During all the above service work, the customer maintained a Gold Service Contract that did not cover any of the plumbing and water controls that were replaced. The customer had no service work requests for 3 years and had their 1st billable service call a full 5 years after the installation in 2007. Thereafter, service requests were received each year until the present date. The customer was upgraded to our Platinum Plan after the latest repairs were made and a total credit of $309.53 was issued against the 11-13-2015 repairs. The platinum plan annual cost is $485.95; Ms. Brown was billed at a discounted rate of $156.00 plus tax.
In reviewing the service history, the visits on 3-9-2013 and 7-8-2013 should have been combined and more than likely were the same issue but not fixed on 3-9-2013. We will be adjusting the call on 3-9-2013 in full and credit the customer’s account for $351 + tax.
No service visit that was subsequent to the installation was related to improper installation of the boiler.
I have contacted Mr. [redacted], and we have reached an agreement for the damage to the carpet. We will be issuing him a credit on his account after he sends us the paid receipt for the damage.
[redacted]
Service Manager
Hoffman Energy
Phone [redacted]
Customer Service...
[redacted]
Fax [redacted]
[redacted]
[redacted] [redacted]
Listed below is a history, from a service perspective for the property of [redacted] since the boiler installation in 2007. Installations are generally accompanied by a one year warranty.
12-12-2007 - Boiler installation
5-12-2008 - Hoffman received a request for a...
service call related to a no heat situation ; a nozzle and electrodes were replaced at no charge
10-19-2010 – Hoffman inspected the mixing valve at no charge
11-29-2012- A cleaning was performed and a mixing valve was replaced at a cost of $236.31 + tax for the valve and labor
3-9-2013 – Hoffman received a request for service for a no hot water situation; a [redacted] temp valve was replaced at a cost of $351 + tax.
7-8-2013- Hoffman received a request for service for a water leak – the customer refused service
7-10-2013 – Hoffman returned for service for the water leak and tightened some fittings at no charge
11-3-2014 – Hoffman received a request for service for a heating zone not working; the expansion tank and relief valve were replaced at a cost of $284.18 + tax.
8-26-2015 – During the tune-up, the Hoffman technician recommended that the coil gasket, mixing valve and fittings be replaced.
11-13-2015 Hoffman returned to complete this additional work at a charge of $1100.30 + tax.
During all the above service work, the customer maintained a Gold Service Contract that did not cover any of the plumbing and water controls that were replaced. The customer had no service work requests for 3 years and had their 1st billable service call a full 5 years after the installation in 2007. Thereafter, service requests were received each year until the present date. The customer was upgraded to our Platinum Plan after the latest repairs were made and a total credit of $309.53 was issued against the 11-13-2015 repairs. The platinum plan annual cost is $485.95; Ms. Brown was billed at a discounted rate of $156.00 plus tax.
In reviewing the service history, the visits on 3-9-2013 and 7-8-2013 should have been combined and more than likely were the same issue but not fixed on 3-9-2013. We will be adjusting the call on 3-9-2013 in full and credit the customer’s account for $351 + tax.
No service visit that was subsequent to the installation was related to improper installation of the boiler.