Advanced Windows & Siding, Inc.

On Feb 10, we received a call from ** *** ***, stating that he had just purchased a house months ago and it was frozen up and had no heat. He was a "first time customer" so he was given our hourly rate of $per hour, plus a fuel charge, plus what ever materials
we may use. He was told that since we had not worked for him before we would need to collect payment on the day of service. We said we could send a technician out same day. Our technician was dispatched at 10:AM . ** *** was on site the entire time and watching our tech. (Very aware of the materials and time spent)The heat was not responding to the thermostats, so we changed out thermostats ( in front of the customer) the furnace then responded, however it was not producing warm air. the burners began to light but, they only went up half way. Since, the burners were not lighting all the way up he checked the gas pressures and clean the manifold and burnerswe noticed that a gas valve was laying on the floor near the unit, someone else had changed it out ( our tech was calling the office to run the id numbers to verify that it was the correct gas valve). Our tech called the office again because since all the pressured checked out and he had cleaned the burners he was asking our owners what their thoughts were as to a cause. Also. he called to confirm that the correct orfices were installed, because the markings were not stamped on them. Our technician also taped up some of the duct work that had air escaping( under the direction of the home owner) Out technician checked all the zone dampers, one was not functioning correctly our tech manually opened it. As you can see we did quite a bit of work (in front of the customer) Our operating hours are 7-3:. At 3:our techtold the homeowner that there was still more work to be done and he need to research the orfice and gas valve information and that we would have to come back. Our techcalled the office to get his labor ticket priced out. When he tried to collect from ** *** he refused to pay. Material $135.90 Fuel Labor tax 34.67 = He said we would not pay until we got him heat. I spoke to him and re-explained that because he was a new customer he needed to pay for the material and labor we performed today. He continued to say he would not pay. I took phone calls and 1/hr before our tech left his house without payment. I explained to the homeowner that once he paid this initial call when we returned we would bill him for the additional work, because at that time he would be considered a returning customer He said " I will only pay for the day he gets heat, not for the time our tech. was diagnosing the problem) Per our Tech. the home owner became very agitated and starting kicking
things around. (Our techwas concerned and wanted to get out of
there.)I told the home owner that we would not be returning at that and he needed to find another company. The next morning Feb 11, 2015 *** ***, called to see when we were coming back, we again told him only once he pays the initial call, he said no. He called more times on that day asking us back. Three different people in the office told him we would not come back unless he paid. It was very appearent that this man does not comprehend things well. Later that day ***, ** *** son, called very upset when I said we would not return unless payment was made for the work we performed and that his father was explained this, repeatedly, ***, too became verbal with me and said that our company was unethical, that we took advantage of his father and that he was going to do what we could to harm our reputation, because he was combatative over the phone and would not hang up when I told him the conversation was over, I felt very threatened by him and told him so. I hope this explains that we did significant work for the homeowner and due to our policy, he was to pay for the 1st day of service, unfortunately his system is such a condition that it is not something that could be resolved immediately.Please feel free to contact me for further informationThank you*** ***

Complaint: [redacted]
I am rejecting this response because: It is factually inaccurate.  Their service tech and the company failed to provide my dad with a written estimate of all the work to be done. Instead they showed up and started changing equipment left and right.  The thermostats that the tech replaced were brand new and not the cause of the issue. My father told him not to replace them since they were new. The tech however ignored the instructions and went ahead and installed his own equipment.  I am not sure as to why this company is not understanding my complaint but I will restate it again.   Fahy M J and Sons performed unauthorized work at my father's residence. They were hired to come to diagnose the issue of "No Heat" and they still charged him even-though the company did not perform what they were hired to do so in the first place; which is to diagnose the issue and then fix it.   When the service tech left my dad's house he did not provide a diagnosis of what was wrong with  it.  Nor did he fix the issue. Instead he and the company told my dad they will need to come back the next day to do more diagnosing.  This is like taking your car to the service shop for them to diagnose the issue. They end up changing a few parts spend 5 hours looking at it then they charge you 600 dollars and ask you to bring back your car so they can diagnose it some more because they still do not know whats wrong with it.  This is just ridiculous at the very least.  Not to mention my conversation with [redacted]. Her allegations are just childish.  I can say this with a 100% certainty.  Anyway this is enough.  I was looking for an apology from this company but it seems like it will not come.  I would like to say this final thing. My friends and family will NEVER use  Fahy and sons. Nor will my friends' family and their friends. "Top notch service from a top notch company" 
Sincerely,
[redacted]