E.F. Winslow Plumbing & Heating Company, Inc.

When I wrote the customer made no attempt to contact us I meant to respond to his heating problem. Not to the customer looking for more free service. The customer chose to use another company and not call us. As I stated before we went to the home on the first visit and tech found the gas pressure was to low from the supplier 4" wc . Second visit was no heat (gas company said no problem with pressure but did not re-start system when they were done) we went and started heat up the gas pressure was now up to 8.3" wc., this proves there is a problem with the gas pressure. If the gas company did not find any it could be an intermittent problem with demand on there end. Third visit no short cycling found replaced a control to see if this would stop the intermittent problem while we were not on site. Fourth visit tech found no short cycling while at site and unit cycled 20 times with no signs of problem. The tech changed pressure switch to appease the customer. We then went back to retrieve the control module we installed to try and rule out the short cycling problem that was intermittent because the customer did not want to pay for it. They then had no heat and called another company without trying to have us come and check it out. We had over 3.5 hours of labor invested and charged the customer zero. We credited the calls off to try and appease the customer even though the calls should have been chargeable. We never witnessed any short cycling during the time we were on site. As you can see in our Revdex.com record this is our second complaint in a three year period. We do over 25,000 jobs a year. Two complaints out of 75,000 jobs in three years displays are solid record of working and resolving issues with our customers.  We have been more than reasonable.

Revdex.com:I never looked for "free service". I simply wanted Winslow to fix the problem that was caused by the original faulty warrantied part- the pressure switch. The gas pressure had nothing to do with it. I had to choose a different company because [redacted] said they wouldn't come. Winslow techs, except for [redacted], failed to diagnose the problem. [redacted] did not change the pressure switch to "appease the customer". He listened to what I reported and determined that was the issue in spite of it's intermittent performance. The next tech, not [redacted], failed to connect the wire on the control module which led to the final low heat problem, fixed by [redacted]. This entire issue probably could have been resolved if Winslow had responded to my 3 attempts at communication. Is telling the office manager they were "out of the office" when I called an example of a "solid record working and resolving issues with our customers"? They never even called to follow up after that ruse, which proves my point that they were ignoring me. In my 68 years I have never written a negative review of any business I have dealt with, let alone go to the extreme of filing a complaint with the Revdex.com. Winslow, except for [redacted], failed to diagnose the problem correctly and then ignored my attempts to resolve the issue in a reasonable manner. As a result, I had to pay [redacted] $199 unnecessarily.  [redacted]

Revdex.com:   regarding issue # [redacted]The last sentences of Winslow's response was, "The customer made no attempt to contact us. We would have returned to address the issue as a warranty issue."On February 12th, 2016 I sent an email to [redacted] via the company's website. Since I received no response I sent another email to him, again via the Winslow website, on February 18th. This time I made a copy of that email:"Dear Mr. [redacted],   I wrote to you on Friday, February 12th, which was the day before those 2 days with extreme cold. I'm sure you were busy during those days so I am just writing to follow up on that.Briefly, my concern was with an expense I incurred with [redacted] as a result of one of your techs forgetting to connect a connector to the control module on my furnace.I look forward to your response.Sincerely,[redacted]   [redacted]   or [redacted] cell"After again getting no response, I then followed that up with a phone call and asked to speak with [redacted] on February 23rd. As noted in my complaint, the office manager told me she could not locate either [redacted] (accountant) or Mr. [redacted] in the office. I then left a message on his voice mail requesting he contact me so we could possibly work this out. 2 emails and one phone call to Winslow's resulted in no response. I was hoping that an agreement could have been worked out with Winslow's by talking it over. Yet they responded by saying, "The customer made no attempt to contact us." During the 5th visit [redacted] says,  "remove control from 3rd visit because customer did not want to pay for it." We were never charged for the control module to begin with. The tech said he was just going to give it a try because he couldn't determine the cause of the short cycling (which was eventually fixed by replacing the warrantied pressure switch). And finally, we did not call Winslow that last time because [redacted] said he was going to put in his notes that he would not recommend responding to us if we called again. If we had any idea that the problem was a result of the Winslow tech forgetting to attach a wire we certainly would have called Winslow to resolve the issue. Because [redacted] Winslow did not respond to either of my emails or my phone call, we had no other choice but to involve the Revdex.com. I believe Winslow Plumbing is responsible for the $199 we had to pay to fix their mistake.[redacted]  [redacted]    Regards,
[redacted]

In March of 2015 we responded to a call for a gas boiler short cycling. On arrival tech checked all components of boiler. All working properly while onsite. Customer had replaced the hot surface igniter himself. Could find no problem with boiler. After talking to customer tech replaced the pressure...

switch based on the boiler shutting down after pressure switch light blinked 3 times. Left old pressure switch by boiler in the event this did not fix the short cycling issue. On January 4, 2016 Winslow responded to a no heat call with the unit short cycling. On arrival tech checked boiler operation. Found gas pressure at 4” water column, should read 7” water column. Suggested customer call Gas Company to check gas pressure at site. [redacted] found no issue with the gas pressure. Winslow returned to site. [redacted] left gas turned off at boiler. Turned gas back on tested operation and gas pressure while running was 8.3” of water column. The gas pressure was now correct. If [redacted] didn’t do anything this verified there was an intermittent problem with gas pressure at site. We have seen it many times in the past.  Everything checked before departure. Returned to site on 1/16/16 with the same intermittent short cycling issue. While onsite the boiler was operating with no short cycling issue witnessed. Changed out control module to eliminate it as a cause for the short cycling. Left old module onsite in event control module not the problem.  Returned on 1/18/16 with same issue.  Tech with customer tested system operation approximately 20 tries. The system did not malfunction during this time. Tech decided to change out the pressure switch to eliminate it as possible cause of the problem. The pressure switch was replaced under warranty. On 2/2/16 we returned to the site and swapped out the control module previously installed because the customer wanted credit for it.  On 2/3/16 I spoke to the customer at that time the customer stated that he did not feel that there should be any cost to him as the problem was the pressure switch. During the 3.5 hours that our techs were onsite a malfunction was never witnessed. Since the part was under warranty we credited back charges applied to customers’ credit card.  During the conversation we advised the customer that if he is not happy he could use someone else for any future service requirements. The customer is well aware of our warranty for all service work done by Winslow. If there was a problem associated with the work we performed it would have been addressed. The customer made no attempt to contact us. We would have returned to address the issue as a warranty issue. Recap: 1st visit gas pressure was low from gas supplier. 2nd visit Gas Company left gas off at unit. 3rd visit no short cycling witnessed. Change control to see if would eliminate while we were not at site. 4th visit no short cycling witnessed cycled 20 times with no problems 5th visit remove control from 3rd visit because customer did not want to pay for it. We did not charge for any of the above because we were trying to be more than reasonable. 6th visit customer called another company because we supposedly did not connect one wire to control when we switched it back. They charged him $199 to connect a wire. He did not call us to make repair. Every other time he called we went out and took care of him. E.F. Winslow never denied the customer service and owner chose to go elsewhere. E.F. Winslow never witnessed any short cycling and has been more than fair in the troubleshooting of an intermittent problem.