This can go on forever with the he said she said In my first response to her complaint I acknowledged that I did not put the igniter back, before I even saw the invoice from *** I had nothing to hide by not putting the igniter back and I fully explained why I did not lie nor do I have any reason to lie and I think it is getting a little out of hand now with the name calling and accusations She keeps repeating the same things which I have fully addressed in my previous responses so there is no reason to keep reiterating what transpired I did mention that I had a year old daughter ..so what? After she told me to get the fk out of her home I told her that I didn’t need to be treated that way and I could be home with my daughter instead of taking this abuse This has been going back and forth for weeks now and I feel that has been harassing to me, my company and my coworkers and that is why I have contacted my attorney I have attached a copy of the letter which was sent by my attorney Like I mentioned before I have no problem issuing [redacted] a check for $25.00, which I will get out immediately if it is satisfactory to her
I made it very clear on what the charge would be to come to her home which she was well aware of Just because she had paid $to clean and replace the sensor in the past from a previous contractor did not necessarily mean that this was the issue this time around, and that was a price from a previous contractor not me She is not a licensed technician That is why I had to diagnose the problem She never told me the make or model of her furnace on our initial phone call as I previously mentioned She did not hire me to tell her furnace was not workingObviously the furnace was not working and that is why she called me to begin with I told her that I would have to come and diagnose what was causing the furnace not to work I spent time diagnosing her problem and reaching out to vendors to locate the part needed This is what she paid me for “a diagnostic call” In my expertise that was the right thing to be done this way she would not constantly be running into the same issue every year with cleaning her flame sensor It is basically like putting a band aid on the problem instead of fixing it the proper way And I feel fixing it the proper way would be to install a new igniter beings the unit was over years old and because she kept running into this same issue I take offense to her accusations of calling me an opportunist and that I prey on those to be weak I am tired of her slanderous remarks and that is why I forwarded all correspondences to my attorney who will be reaching out to her She threatened me from the beginning that she would try to tarnish my name and I see she continues to do so She was extremely abrasive with me and verbally abusive I have no problem issuing her a $refund check for not re-installing the igniter As I have also previously mentioned is only held on by a screw But I figured the other technician would be replacing it anyway and that is why I did not screw it back in She continues to go full throttle with these accusations and states clearly that she wants this complaint to be on my record So I should take her abuse, refund her money and have this complaint on my record? I will be more than glad to refund her $25.00, but that is all I am willing to do
I am in response to the complaint filed by [redacted] on January 21, I received a phone call from [redacted] on Saturday, January 18, stating that her furnace was blowing cold air I told her that I would be able to come troubleshoot the problem and that it would be a diagnostic fee of $plus tax which would cover the first hour of labor, which she agreed to During our phone conversation she never stated the make, model or how old the furnace was I arrived to her home around 2pm, upon arrival [redacted] seemed frustrated and had bad disposition I understood her frustration beings she had no heat, and working with customers on a daily basis you learn to deal with different personalities I did tell her that the unit was at least 15-years old and replacing it might be a good idea in the future, considering the extreme cold temperatures we have been experiencing I quoted her a price to do so if it was something she would be interested in doing In the meantime I spent an hour at her home diagnosing the problem I found that the igniter was defective and explained to her that it would need to be replaced I called two of my suppliers on my cell phone in her presence to see if they had the part Keep in mind that it was a Saturday and it was late in the afternoon My one supplier closed at 12pm, and my other supplier is closed on Saturdays which happens to be York (the brand of her furnace) located in EdisonNJ, so there was no way that I could obtain the part I double checked the inventory on my truck and I had 6- replacement igniters unfortunately none of the ones I had was for her system (because her furnace was much older and it is not a part that I typically have stocked) [redacted] states “I pretended to replace the part”????? How so when she knows I did not have the part or would be able to obtain the part until Monday which I explained to her My work ticket even states that I did not change any parts [redacted] states that“I did not check the flame sensor” Hint Flame..Sensor..which means in Technician terms, first the thermostat calls for heat, then the combustion motor runs, then the hot surface igniter is energized and gets very bright it actually glows very bright and hot (which was not hot or bright enough on her system).Then at the same time the gas valve opens for lighting the burnersThen it lightsAfter you establish flame for the two seconds it lights, this is when a flame sensor senses flame allowing it to stay litAfter it runs for approximately 60-seconds it stays lit and continues to thus heating the homeSo you see it first has to be lit to sense flameSo it cannot be checked as [redacted] statesuntil the igniter lights up and stays litThis is how a flame sensor worksBut hers DID NOT establish flame AT ALL So after explaining to her about the availability of her part, she was still very upset and speaking to me with angerShe then proceeded (in an angry way) to second guess me about having her part and that I should have had her replacement part readily availableAgain, explaining to her that I didn’t have every single part for every brand, and that I do have most just not this oneI apologized for the inconvenience as she then decided to call another contractorSo I put everything back the way it was except for the igniter which is held by one screw and left it loose inside the cabinet, which is basically defective and needed to be replaced because it was of no useSo I basically left it like that to save time for the next contractor that would be coming to replace it anyway I By NO MEANS baited [redacted] into anything, nor did I ruin her unit! I have been in business a long time I am fully licensed and insuredI would never jeopardize my license, my good reputation,or my work ethnics to try to get a $furnace replacement That is ridiculous and a horrible accusationAnd it is COMPLETE SLANDER! [redacted] had a chip on her shoulder from the moment I arrivedShe even was telling me what the problem was and how it should be fixed? That’s why I joked with her telling her she sounded like a technician as I was trying to make light of her unhappy momentOnce she knew I would not be able to obtain the part until Monday(which is not uncommon) and I was going to write up her bill, she got extremely mad and told me to get the Fk out of her home and that I baited her and that she shouldn’t have to pay anything ???? I was shocked and surprised by her actions and I told her that I would have no problem leaving, but I needed her to sign the work ticket I filled out(ATTACHED) and that she had to pay the diagnostic fee we had initially explained to her was and that she agreed on prior to us comingShe then refused to sign the work ticket but she gave me her credit card information willingly at which I ran through our office I gave her a copy of the work ticket/ receiptAnd as I’m walking out her door she was swearing at me eractically and threatning me telling me she was calling the attorney general and calling the Revdex.com to file a complaint and saying she wanted me to have the complaint noted to tarnish our record with the Revdex.com and then basically slamming the door behind my back I did not demand anything from her and I told her up front what the diagnostic service call would cost and she agreed Because of this I am not willing to refund her moneyI came to her home in a timely manner within minutes locally in Wayne on a Saturday; I spent time diagnosing her problem and I called my suppliers to see if I could obtain the part neededBecause of this I do expect to be paid for my time, especially when I got verbally abused in the process It is so unfortunate when you come across a customer like this
This can go on forever with the he said she said In my first response to her complaint I acknowledged that I did not put the igniter back, before I even saw the invoice from *** I had nothing to hide by not putting the igniter back and I fully explained why I did not lie nor do I have any reason to lie and I think it is getting a little out of hand now with the name calling and accusations She keeps repeating the same things which I have fully addressed in my previous responses so there is no reason to keep reiterating what transpired I did mention that I had a year old daughter ..so what? After she told me to get the f
k out of her home I told her that I didn’t need to be treated that way and I could be home with my daughter instead of taking this abuse This has been going back and forth for weeks now and I feel that has been harassing to me, my company and my coworkers and that is why I have contacted my attorney I have attached a copy of the letter which was sent by my attorney Like I mentioned before I have no problem issuing [redacted] a check for $25.00, which I will get out immediately if it is satisfactory to her
I made it very clear on what the charge would be to come to her home which she was well aware of Just because she had paid $to clean and replace the sensor in the past from a previous contractor did not necessarily mean that this was the issue this time around, and that was a price from a previous contractor not me She is not a licensed technician That is why I had to diagnose the problem She never told me the make or model of her furnace on our initial phone call as I previously mentioned She did not hire me to tell her furnace was not workingObviously the furnace was not working and that is why she called me to begin with I told her that I would have to come and diagnose what was causing the furnace not to work I spent time diagnosing her problem and reaching out to vendors to locate the part needed This is what she paid me for “a diagnostic call” In my expertise that was the right thing to be done this way she would not constantly be running into the same issue every year with cleaning her flame sensor It is basically like putting a band aid on the problem instead of fixing it the proper way And I feel fixing it the proper way would be to install a new igniter beings the unit was over years old and because she kept running into this same issue I take offense to her accusations of calling me an opportunist and that I prey on those to be weak I am tired of her slanderous remarks and that is why I forwarded all correspondences to my attorney who will be reaching out to her She threatened me from the beginning that she would try to tarnish my name and I see she continues to do so She was extremely abrasive with me and verbally abusive I have no problem issuing her a $refund check for not re-installing the igniter As I have also previously mentioned is only held on by a screw But I figured the other technician would be replacing it anyway and that is why I did not screw it back in She continues to go full throttle with these accusations and states clearly that she wants this complaint to be on my record So I should take her abuse, refund her money and have this complaint on my record? I will be more than glad to refund her $25.00, but that is all I am willing to do
I am in response to the complaint filed by [redacted] on January 21, I received a phone call from [redacted] on Saturday, January 18, stating that her furnace was blowing cold air I told her that I would be able to come troubleshoot the problem and that it would be a diagnostic fee of $plus tax which would cover the first hour of labor, which she agreed to During our phone conversation she never stated the make, model or how old the furnace was I arrived to her home around 2pm, upon arrival [redacted] seemed frustrated and had bad disposition I understood her frustration beings she had no heat, and working with customers on a daily basis you learn to deal with different personalities I did tell her that the unit was at least 15-years old and replacing it might be a good idea in the future, considering the extreme cold temperatures we have been experiencing I quoted her a price to do so if it was something she would be interested in doing In the meantime I spent an hour at her home diagnosing the problem I found that the igniter was defective and explained to her that it would need to be replaced I called two of my suppliers on my cell phone in her presence to see if they had the part Keep in mind that it was a Saturday and it was late in the afternoon My one supplier closed at 12pm, and my other supplier is closed on Saturdays which happens to be York (the brand of her furnace) located in EdisonNJ, so there was no way that I could obtain the part I double checked the inventory on my truck and I had 6- replacement igniters unfortunately none of the ones I had was for her system (because her furnace was much older and it is not a part that I typically have stocked) [redacted] states “I pretended to replace the part”????? How so when she knows I did not have the part or would be able to obtain the part until Monday which I explained to her My work ticket even states that I did not change any parts [redacted] states that“I did not check the flame sensor” Hint Flame..Sensor..which means in Technician terms, first the thermostat calls for heat, then the combustion motor runs, then the hot surface igniter is energized and gets very bright it actually glows very bright and hot (which was not hot or bright enough on her system).Then at the same time the gas valve opens for lighting the burnersThen it lightsAfter you establish flame for the two seconds it lights, this is when a flame sensor senses flame allowing it to stay litAfter it runs for approximately 60-seconds it stays lit and continues to thus heating the homeSo you see it first has to be lit to sense flameSo it cannot be checked as [redacted] statesuntil the igniter lights up and stays litThis is how a flame sensor worksBut hers DID NOT establish flame AT ALL So after explaining to her about the availability of her part, she was still very upset and speaking to me with angerShe then proceeded (in an angry way) to second guess me about having her part and that I should have had her replacement part readily availableAgain, explaining to her that I didn’t have every single part for every brand, and that I do have most just not this oneI apologized for the inconvenience as she then decided to call another contractorSo I put everything back the way it was except for the igniter which is held by one screw and left it loose inside the cabinet, which is basically defective and needed to be replaced because it was of no useSo I basically left it like that to save time for the next contractor that would be coming to replace it anyway I By NO MEANS baited [redacted] into anything, nor did I ruin her unit! I have been in business a long time I am fully licensed and insuredI would never jeopardize my license, my good reputation,or my work ethnics to try to get a $furnace replacement That is ridiculous and a horrible accusationAnd it is COMPLETE SLANDER! [redacted] had a chip on her shoulder from the moment I arrivedShe even was telling me what the problem was and how it should be fixed? That’s why I joked with her telling her she sounded like a technician as I was trying to make light of her unhappy momentOnce she knew I would not be able to obtain the part until Monday(which is not uncommon) and I was going to write up her bill, she got extremely mad and told me to get the F
k out of her home and that I baited her and that she shouldn’t have to pay anything ???? I was shocked and surprised by her actions and I told her that I would have no problem leaving, but I needed her to sign the work ticket I filled out(ATTACHED) and that she had to pay the diagnostic fee we had initially explained to her was and that she agreed on prior to us comingShe then refused to sign the work ticket but she gave me her credit card information willingly at which I ran through our office I gave her a copy of the work ticket/ receiptAnd as I’m walking out her door she was swearing at me eractically and threatning me telling me she was calling the attorney general and calling the Revdex.com to file a complaint and saying she wanted me to have the complaint noted to tarnish our record with the Revdex.com and then basically slamming the door behind my back I did not demand anything from her and I told her up front what the diagnostic service call would cost and she agreed Because of this I am not willing to refund her moneyI came to her home in a timely manner within minutes locally in Wayne on a Saturday; I spent time diagnosing her problem and I called my suppliers to see if I could obtain the part neededBecause of this I do expect to be paid for my time, especially when I got verbally abused in the process It is so unfortunate when you come across a customer like this