A-Services

Good afternoon,I called back [redacted] at approximately 4:PM on 2/25/shortly after her call to me at 3:PMNo complaints were made to the technician after either repair or to my company until days after the work was completed This was brought about after the insurance company’s refusal to pay the additional work deemed as maintenance neglect All conversations up to this point has been done with her husband [redacted] who has approved all work and potential charges prior to performing any workShe insisted that ***, her husband, would have never approved thousands of dollars of work, that and she would talk to him and call me back last night, which never happened She went on to tell me that she only had $in her check book and the check was going to bounce due to insufficient funds I explained it is company policy to explain to the customer the service fees prior to dispatching technicians, especially when it is on emergency overtime service Her husband [redacted] approved the rate and a technician was dispatched Upon arrival the technician found several areas of the home heating piping were frozen and burst not allowing water to flow through the piping After assessment the tech gave [redacted] an approximate estimate to make the repairs and also suggested that glycol be inserted in the system to help prevent this occurring again Apparently they have had the same frozen piping in the past and the previous company failed to give them the option to protect this situation by adding glycol By this time it was later in the day and all the supply houses were closed I had some glycol at my shop and sent another technician over to the house without any additional charges Unfortunately the glycol had expired and I would not risk putting it in her system, it also was not the right type for his system As far as the diverter valve, that was not available either and ultimately would have cost even more to install and was not part of the original assessment and rough estimate to make the repairsAlso, if he stopped repairing the frozen piping and installed the diverter valve he would have spent more time on overtime rates Regardless of all of these extenuating circumstances the technician was able to get there heat on and they did not have to go to a hotel for the weekend What most people don't realize, when your piping freezes due to poor installation practices, it is impossible to determine how much ice has formed in the piping and where it all is located This is what my tech was up against, as soon as he started repairing and soldering with a torch, more ice would melt and come through the piping It is the nature of the repair and every situation is different Suzanne thinks’ that this would be an easy repair and rerouting the piping was an easier fix If this was the case we would have done it immediately, this was definitely not the case It would also leave her with other piping running outside as well as piping in her garage that was frozen and would freeze again and again We have a "pipe de-thawing machine" which expedited the thawing of the areas we were able to get to It does have limitations as per the manufactures recommendation and in the essence of safety it only worked in some of her instances [redacted] called today, 2/26/@ 8:AM and he completely acknowledged the fact that he did agree to pay the amount given to him before we sent a technician to his home Even after the work was done on Monday [redacted] offered a piece of cake to the technician, which would purvey the sense of a happy customer In the end, after a minor accommodation to his last bill [redacted] paid me by credit card Sincerely, [redacted] President A-Services Incorporated%

*The carpet needed to replaced solely due to pet damage We have a third party vendor who comes out to determine whether a carpet can be saved or not These professionals can clearly see and understand the difference between water damage and pet damage *We have never received a complaint from the downstairs neighbor for noise *For a better explanation of the fees, please refer to the attachment from NWP in our first response Again, the water is sub metered and not allocated like you are stating, which is exactly why everyone has their own meter You do not pay for any common area water usage, only for the water usage in your apartment home *We have documented that front door key, key fobs and mailbox keys were surrendered on move out day, 10/14/ All keys are to be relinquished on the day of move out Thank you,Deerfield Management