Fresh Floors and Walls Inc

I am rejecting this response because:I strongly believe Petro is in the wrong here.  My wife & I were led to believe that the heat exchanger would be covered under the lifetime warranty.  Petro is standing behind their claim that the issue was misdiagnosed by a third party.  As a customer that just re-signed a new contract with Petro; I was expecting them (the professionals) to take on the responsibility of diagnosing the issue to eliminate the prospect of having a valued customerbe burdened with a bill that was not expected.I stand by my initial stance & expect Petro to cover this expense.
Regards,
[redacted]

Hi, Our Service Manager John [redacted] and I called the customer [redacted] and spoke with him to be sure there was an understanding of what occurred. The customer wasn’t initially a Petro Home Services customer. He had another company who diagnosed the issue with his heat exchanger. The customer...

called us and asked us to come and replace this heat exchanger based on it being under the manufacturer’s warranty. We accommodated the customer and when it was sent to the manufacturer directly, it was not the heat exchanger as the customer initially informed us. John [redacted] advised that there are several ways to diagnose this issue and we weren’t able to as we didn’t perform service calls as he wasn’t our customer. We didn’t have the history that was needed to diagnose and there are times when it is visible to the naked eye, however, this wasn’t one of them.. Petro Home Services came to do a service that was requested by our customer and we did the job as requested and the unit was working fine afterwards. The records from the manufacturer indicated that the unit wasn’t properly cleaned and maintained which may have caused the misdiagnosis from another company. As a result, Petro Home Services is not responsible for the costs that were incurred as a result of this service being performed. We explained this and the customer understood. We provided him with John’s direct contact information in the event he needs to reach out to him again regarding this matter. We consider this matter closed.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
Perry [redacted]

The fine was paid on 10/14/16 to the [redacted] department. The building department will advise us when the permit is ready and at that time they will give the amount due. Mr [redacted] can then go to the building department  pay for the permit and schedule an inspection.   John

I received the complaint and we have waived the early termination fee and all late charges associated with this complaint. I have called the customer and left a message on the machine indicating that the current balance is zero. I also thanked the customers and apologized for any inconvenience....

[redacted] Customer Service Manager Petro Home Services-NNJ-S. Plainfield, NJ

Hello. Petro Home Services is aware of this issue and in an effort to accommodate the customer have pulled the recorded calls from the date in question and have offered to allow the customer to listen to the calls. The calls are at great length but we want to be able to allow the customer to hear...

what we heard. We are willing to work with the customer and perhaps provide the oil at a discounted price in the interest of customer service, however, the calls are still available and we have left two messages today indicating that we have the calls ready for the customer. We would love to hear back and help diffuse the situation.  Regards