Subject: [redacted] ComplaintIn February of this year we were invited to the home of [redacted] to repair her furnace that was not heating This was our first time at her home At that time we found a furnace we estimate to be plus years old that had been completely rewired by others What that means is that the electrical schematic on the door of the furnace was worthless This is the schematic we would normally use as a map to diagnose an electrical problem We replaced a stuck sequencer and were successful in getting her furnace operational Heat sequencers have nothing to do with cooling On June 9th we were called back for a no cooling call Our tech was able to get her going and did not charge her as a courtesy I think this is pretty nice when you consider we sent skilled labor and a van minutes each way from our shop and worked on her system rewired by others in the past We did caution her that the wiring in the system was suspect, the thermostat had no common wire and that she might be faced with a complete rewire of her equipment It had been implied that the budget was tight.On Saturday June 27th we were called out again for no cooling Another tech confirmed that the system needed a complete rebuild and said we would have to schedule something of this magnitude for the first of the week Our customer was upset and the tech feeling really bad called me I called our customer and tried to explain that with something of this magnitude we needed to provide a quote, block out to hours and order parts on approval from our customer While we work Saturday with no additional overtime charge the supply houses are closed I tried to draw the comparison of bringing your car to the shop and being told you need an engine or transmission Likely that kind of work would be scheduled another day and of course a quote provided so there would be no surprises I offered to pull all of that together and schedule the first of the week She hung up on me [redacted] ***
Subject: [redacted] ComplaintIn February of this year we were invited to the home of [redacted] to repair her furnace that was not heating This was our first time at her home At that time we found a furnace we estimate to be plus years old that had been completely rewired by others What that means is that the electrical schematic on the door of the furnace was worthless This is the schematic we would normally use as a map to diagnose an electrical problem We replaced a stuck sequencer and were successful in getting her furnace operational Heat sequencers have nothing to do with cooling On June 9th we were called back for a no cooling call Our tech was able to get her going and did not charge her as a courtesy I think this is pretty nice when you consider we sent skilled labor and a van minutes each way from our shop and worked on her system rewired by others in the past We did caution her that the wiring in the system was suspect, the thermostat had no common wire and that she might be faced with a complete rewire of her equipment It had been implied that the budget was tight.On Saturday June 27th we were called out again for no cooling Another tech confirmed that the system needed a complete rebuild and said we would have to schedule something of this magnitude for the first of the week Our customer was upset and the tech feeling really bad called me I called our customer and tried to explain that with something of this magnitude we needed to provide a quote, block out to hours and order parts on approval from our customer While we work Saturday with no additional overtime charge the supply houses are closed I tried to draw the comparison of bringing your car to the shop and being told you need an engine or transmission Likely that kind of work would be scheduled another day and of course a quote provided so there would be no surprises I offered to pull all of that together and schedule the first of the week She hung up on me [redacted] ***