Rossi Mechanical Services

Review: On 8/19/13 we purchased a hot water heater from [redacted] Mechanical Company LLC (30 Gallon [redacted] Water Heater #KE183-29565) and was told on the receipt that the water would range from 100-110 degrees, but this did not happen. On September 8, 2013 we contacted *. Rossi / Mechanical Services, the company that has the warranty on the product purchased, we were told that we needed to purchase and have a Honeywell mixing valve placed on the water heater to ensure that the temperature would stay between 100-110 degrees, but once again this did not happen. We then contacted *. Rossi / Mechanical Services again and was told that a new technician would come back out to assess the problem and that happened on October 17, 2013. On October 17, 2013 we received an e-mail stating that the mixing valve was working properly but they were unaware of a second hot water heater in a different part of the building that was causing the problem because both hot waters were connecting at some point somewhere along the piping and when one heater (for the bathrooms) is turned off the other hot water heater dispenses the hot water at a higher temperature and that they were unaware of the second heater but this is untrue. When we contacted them originally on 10/8/13 this was mentioned and again when the original technician came out to install the mixing valve it was retold again. [redacted] is a non-profit organization that provide child care services to the inner city children of North [redacted] area and after school care for neighborhood children/youth. [redacted] provides home cooked meals for the children from the commercial kitchen on our facility which based on the Pennsylvania Department of State requires that the hot water heater that is used for the kitchen area maintains water temperature above 110 degrees. [redacted] areas requires different temperatures with different variations. It is our belief that a company like *. Rossi / Mechanical Services would know something like this and would have checked into this.Desired Settlement: [redacted] would like a refund of $495.00 for the installation of the Honeywell mixing valve which is not working as promised and placed in writing from *. Rossi / Mechanical Services.

Business

Response:

The first communication we received about [redacted] was a fax from [redacted] Company on

October 10th. (see attached). We did not receiving anything

prior to October 10th even though the complaint says we were contacted directly by [redacted] in September. They might have talked

to the original installer of the unit but did not contact us. We

receive all authorized warranty calls within the first year of service through

[redacted]; we cannot accept any direct calls from customers until [redacted] has given us the authorization to schedule. We do not hold the warranty on the units as the customer states; we

are the service agents dispatched by [redacted] to service any units that

have warranty defects. According to

[redacted]’s policy, we are also to inform the customer when the issue is not

a manufacturer’s defect and then charge the customer

directly if is an issue not related to the tank. We found the newly installed water heater to

be working according to manufacturer’s specifications and because we were told that water heater was not directly connected to the other water heater - we suggested the installation of a mixing valve that would help with the temperature problem. On 10/11/13, we installed a mixing valve. On 10/17, we were informed by the customer that the water was still too hot. We sent our technician back again (at no additional charge) to see why this would not have resolved the issue. We found that the water heaters do not work separately as we were told - there is a cross connection in the piping somewhere as evidenced by the testing that was performed. We then

notified **. [redacted] of our findings on that same day through email. Attached is the information that was sent to **. [redacted] on 10/17/13.

After receiving this email from us, **. [redacted] filed a Revdex.com claim because he

did not agree with our findings. We also

received a letter in the mail dated 10/20/13 with similar information. We have spoken to **. [redacted] and explained

that we stand by our findings and have contacted [redacted] who is

agreement that this is not a warranty issue.

We informed him that we have not deposited the check and that we will schedule

a time to remove the mixing valve. At

that time, we will give him his original check back. We also informed him that it would be best to

go back to his original installer or a different company for a resolution since

he is not pleased with our suggestions as seen in our final invoice (attached).