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A First Response HVAC

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A First Response HVAC Reviews (1)

Review: Called due to problems with service on 12/6/13 they stopped by. Said controls needed to be replaced. Shortly after they left, heat completely stopped. Called and they said they would be by next day to replace controls. Showed up about an hour late. went down to basement touched something. Then stated to "call him when there is a real problem" we explained that no heat is a real problem. His response to that was "rub 2 sticks together". Very rude, did not attempt to replace controls like he said he was going to do. Also this company has "bought out" at least 2 other oil companies phone numbers. We should have figured something was not right at that point (the phone numbers are still listed under the original companies names and addresses.) This people who stopped by my house were rude, made uncalled for comments and after waiting for over an hour after the time they said they would be here (after almost 24 hours without heat) they did not do what they said they were going to do, which was replace the control system. I do not recommend this company to anyone. They are rude, patronizing and do not do what they state they are going to do. My father is a senior who had multiple strokes, has COPD, and various other medical conditions. Whoever the person was who came here was as much inconsiderate as he was unprofessional.Desired Settlement: To be able to speak to the actual owner and also find out why they are misleading people by owning phone numbers that are listed under 2 companies which they are not affiliated with.If they do not want to provide service for a person they should state that and not make a senior citizen wait and then do nothing except verbally abuse them (I was on the upper level and heard what was said). and this issue involves: customer service, service, repair and advertising issues.

Business

Response:

I am the owner of A first Response HVAC and am responding to this erroneous and grossly exaggerated claim made to your office by the daughter of Mr. XXXX XXXXX. For the record I have never met nor had any discussions with Ms. xxxx, all my dealings were with her Father. I found Mr XXXX XXXX coherent during my service visits. Only now am I aware from this letter of health issues he may have had.

I was the Technician who provided service to this property referenced above both on Friday December 6th and on Saturday the 7th.

On Friday December 6th 2013 I received a service request from XXXX XXXX who explained that his oil company had provided service to his home. He claimed that he and his daughter were dissatisfied with the service their oil company provided and also claimed that they had been over charged. He also went on to explain that their oil company refused to return to correct any unresolved issues after repeated request's. For this reason he contact my company come to his home provide a diagnosis and make necessary repairs.

On the 6th of December I found the system air bound and purged air out of his first and second floor zones while isolating the zones during purging. I tested the call for heat from both T states which responded properly.

XXXX explained that he was having a problem with the second floor zone intermittently and it only started happening after his oil company had provided service.

Upon my departure on the 6th I said to Mr. XXXX if the problem continues the control may require replacement and put him on notice that replacement of the controls is an expensive ordeal. I received a call later that evening from XXX who claimed that he was not getting heat to his second floor. AMy response was that the controls we had discussed earlier were not in my truck inventory and would have to pick up in Hartford Saturday morning. I went on to explain that there was nothing I could do that evening until I had the parts in hand. I explained to XXXX that after I retrieve the parts I will return to his home to further diagnosis. XXXX stated that he had to run it by his daughter because she handled all the bills. I said have your daughter call me in the morning to discuss. His daughter never called but I did receive a call from XXXX around 8:00 am.

I was still in Hartford picking up parts. I explained to XXX I will come out to his home once I finish up my Hartford call and I should be there before noon. I believe I arrived home around 10"00 am. I did pick up all the controls intended for this job.

I arrived at the property and found the controls operating properly therefore there was no need to replace them. What I did find was air had migrated to the second floor which I purged out again. When I departed all was working properly.

1) I am not misleading anyone. I have a multitude of phone numbers and all my numbers roll into my main number. Some of my secondary phone numbers may have in the past belonged to other companies who may have provided similar services. I do not sell oil, but do service oil equipment. I cannot be held responsible for XXXX or any other search engine updating their records or the age of a telephone directory my phone numbers may appear. All my phone numbers are recorded with the telephone company and A First Response is the owner of all phone numbers directed to my business.

2) I do not replace parts which do not require changing! This is not the way I conduct business! If a part fails it will be replaced with the customer's approval and full understanding of the expense.

I retrieved the parts discussed so as to have them on hand if this was the problem. The controls are only available at a supply house and I did not want the customer to go without heat for an entire weekend. Supply houses close after 11AM Saturday, not to reopen again until Monday at 7:30.

3)On Saturday after completing the work Mr. XXXX said "that didn't take long is it all fixed?". I stated in joking manor "call me when you have a real problem", no disrespect was intended. Mr. XXX in the same joking manor replie "I had no heat what should I do rub two sticks together?" I responded "what ever it takes to keep warm and to call me if the problem happens again".

4) I arrived in a timely manner as there was no specific appointment time set. For that matter I schedule all my appointments for either AM or PM never knowing how long a service call will take. 10:00am is in the AM therefore I arrived promptly.

On Saturday when I returned to the property which on Saturday is an overtime call at time and a half, I did not charge them. The only charge for my services was on Friday and only for the labor provided on that day. NO PARTS WERE REQUIRED.

On Saturday I burped air out of the second floor zone which air had migrated there as a result of dissolved oxygen in the water. I then confirm that everything was working properly before my departure.

I believe my response addresses all the concerns noted in the complaint made to the Revdex.com. It is unfortunate that some customers do not appreciate honest contractors who look out for the best interest of seniors and all customers alike.

Business

Response:

It is unfortunate that Ms. XXXXX has rejected my response. Never the

less, I believe I have fulfilled my obligation to your organization in

responding accurately with the truth in a prompt manor. I see no benefit

for either party to further these correspondences. It is clear Mx.

XXXXX does not appreciate the service I have provided or the accurate

diagnosis I have made. I recommend she find another contractor as I have

no further interest in supplying my service to this customer.

I consider this matter addressed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It is clear this company does not want to provide services they originally offered. That was evident when they received approval to redo the control panel they said needed to be replaced and when they entered the home the next day, said they were not going to do it. Then proceeded to make rude comments. I would just like potential customers to be aware of their practices and attitude.

Sincerely,

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Description: Air conditioning & Heating Contractors - Residential

Address: PO Box 8027, Berlin, Connecticut, United States, 06037

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