Quantum Gold Merchandise Program

Complaint: [redacted] I am rejecting this response because:After having the work performed the issue still persistedI had to call another tech after him coming in and properly diagnosing the problem it was the thermostat that was bad and not a bad fuel pump or a bad tank Regards, [redacted] ***

There are multiply issues in play which exacerbated this situationThe consumer rejected our service of automatic delivery and chose the responsibility and liability of monitoring their own tank and calling to order deliveries; additionally they never fill their tank choosing to order partial
deliveriesThey have a rather old UST which over the years has accumulated a noticeable amount of TBS [tank bottom sediment] and on this occasion they ran themselves OUT of oil having to introduce small quantities of fuel, most likely diesel fuel obtained from a service station as well as the small quantity added by our service man at the time of the first call the same day a delivery was ordered knowing the delivery would not occur for daysRunning a tank out of oil is a sure recipe for drawing the sediment from the bottom of the tank into the fuel delivery system [oil lines, filter, pump, strainer and nozzle] frequently causing them to become fouled and plugged, requiring replacementOn the first call you can see the technician had to replace the nozzle and filter plus added the additional gallons mentioned earlierAnother problem frequently associated with running one's self out of fuel is that when the delivery is made the pressure of the product being pumped into the tank creates turbulence which causes the years of accumulated TBS to become suspended into the oil in the tank taking several days to settle out to the bottom of the tank all the while if the burner runs because heat is required reintroducing those participants into the fuel delivery componentsThe second call was days post delivery - the filter was again plugged and the pump required replacement most likely due to the excess wear of trying to lift the fuel with particulates out of the tank and through an oil line which required chemical flushing to free it of sludge and a plugged filterOur service records show no sign of this tank ever being cleaned and the last cleaning of the furnace several years ago in response to an odors call never as a preplanned preventive maintenanceUnfortunately both calls were the result of the same issues - allowing themselves to run out of oil and the accumulated sediment within the tankHowever the second call and charge are totally unrelated to any action or lack of action diagnostic or performance by the technician on the first callPotential solution to avoid future reoccurrence would be to have the tank cleaned or treated with a specific additive formulated to emulsify sludgealgae and moisture and to monitor the fuel level in the tank more closely and not let the tank inventory get below 12"While it is unfortunate both charges were incurred we are not the responsible party who created or in any way misdiagnosed a problemNo refund of charges is warranted

Complaint: [redacted]
I am rejecting this response because:After having the work performed the issue still persisted.. I had to call another tech .. after him coming in and properly diagnosing the problem it was the thermostat that was bad and not a bad fuel pump or a bad tank
Regards,
[redacted]