In response to complaint ID# [redacted] Mrand Mrs [redacted] called on Thursday morning, Oct22, stating they have no heatI went there on Thursday morning, Oct22, and immediately found soot and rusted pieces of the boiler blocks on the burners and underneathI pulled out all the burners and cleaned themAsked Mrs [redacted] for her vacuum cleaner and cleaned under and around the boilerAt this time, I recommended they replace the boiler as the boiler was disintegrating and rustedI found a leak on the gas line into the pilot light and repaired that leakI also replaced the thermocoupleLit the pilot lightTurned the boiler on and off a couple of timesEverything worked properly Mr [redacted] called on Friday afternoon, Oct23, stating the boiler would not go onI went there on Friday afternoon, Oct23, and preceded to remove the pilot assembly as I noticed rust flake on it and cleaned it outI blew through the gas line to make sure the line was letting gas throughI also replaced the gas valveThe cost of the gas valve is $not $as Mr [redacted] statesThe cost of the material in total was $as stated clearly on the invoiceLit the pilot lightTurned the boiler on and off a couple of timesEverything worked properly Mr [redacted] called on Sunday morning, Oct25, stating the boiler would not go onI called back Monday morning (7:30am), Oct26, At no time did I ever tell him we do not work on weekends as I and my employees have worked numerous weekendsWhen he spoke to me, he explained that he took care of the problem himself by replacing the orficeI do not believe he replaced the orfice as this is not a common part to be found and is not recommended by boiler manufacturers to be replacedI believe he replaced the pilot assembly which is what the next step I would have taken I am willing to give Mrand Mrs [redacted] a refund for the cost of the gas valve ($115.00) as he did explain to me that another plumber was there at the end of the previous heating season trying to resolve his heating problem and had replaced the gas valveI preceded to replace the gas valve anyway because in my experience, I have purchased controls that have been defective and not work properlyI will write a check for $115.00, bring it to them, and they can hand me over the gas valve removed Occasionally when dealing with heating and heating controls some problems may not be resolved right awayEspecially when you are taking the proper steps and it works for a day or twoThis instance was one of the more difficult heating situations as his first plumber experienced and I needed to go there more than onceIf the boiler would not have went on the first and second time I was there, I would have went to the next step Sincerely, Steven M
Complaint: ***
I am rejecting this response because:
Firstly, if everything was done properly during the first visit we would not have the issue after three visitsIf you claim that you were executing your “protocol” based on your + years of experience please explain if vacuuming inside the boiler was part of your protocol?? If it was then why did you not use your own vacuum cleaner?? If it was not then why did you vacuum at all? Since that did not change the outcome of the “repair”. It looked like you simply did that to have an hourly charge. If you are a professional who is doing something for a purpose you should have your own tools to do itSecond, you never explained why you failed to return phone calls at least on Sunday and come and finish the jobJust for leaving a customer request unanswered after claiming that you work weekends calls for not getting paid, especially if the initial request was not resolved fully. You could at least call back! But you did not! Third, when I asked you the question why my second boiler flame is much bigger than the one you worked on , them being both the same series *** boilers (***) , in spite of your replacing the thermocouple and the valve, you could not answer the question and told me to contact the manufacturer. So I was forced to become a “arm chair quarterback” because the professional I hired (you) had no idea what was going on and did not fix the problem, instead he charged me for two service visits without properly fixing the issue , used my own vacuum cleaner as he did not have his own, did not call back for two days when I kept calling him, and at the end did not resolve the issue which he claimed to be an expert in resolving. Caused me to spend my own hours of free time which alone is worth several hundred dollars to meNot sure what training your employees receive but having read through plumbing forums (since I was forced to) I saw that the basic problem with pilot flame being small is gas pressure or the pilot assembly/ orifice opening being small and/ or plugged which a lot of plumbers clean out with various methods BEFORE replacing expensive parts, especially after a customer tells them that they were recently replaced.. Staying with your protocol under these circumstances does not make any logical sense , but it only makes financial sense for you since you replace an expensive part and spend more time and have to come back and charge the customer several times for a job that should have been completed the first time From reading about troubleshooting boilers I came across several facts, and they make complete logical sense. If the flame is small, you should have checked gas pressure which you did notIncoming gas pressure is the same for both my boilers since one had a large flame and the other did not, this should have automatically prompted you to check outgoing pressure from the valve determining if the valve is the issue, instead you simply replaced it, and still the flame was tiny , did not warm the thermocouple enough and closed the valve , issue still NOT RESOLVED. Yes maybe you did not have the luxury of researching on Friday, but you had all weekend to come and fix, and/ or research on your own and at least call back . But you did not. For all the above reasons I am asking for a full refund for second visit since it was not necessary. What you should have done is, instead of using my own vacuum to clean the boiler , to fix the issue by properly diagnosing it, and either cleaning or replacing orifice first having observed both flames in both boilers and realizing that one is tiny and the other one is burning strong and that boiler has no issue I have dealt with many service providers beforeAnd the ones I trust and respect are those who can take responsibility for their own mistakes . They do not keep coming back and charging a customer for something they did not fix. I had people come three times for another issue but they did not charge me since they could not fix it. If you don’t know something at least have the courage to accept that you don’t instead of claiming to have a “protocol” . Do not leave a customer who is calling you for two days. Do not keep charging and disrespect, aggravate a customer for something that you missed. We can all make mistakes, but how we handle them and how we learn from them is what sets us apart and makes us better
Regards,
*** ***
Plumber arrived on job and proceeded to access the situation.Looking first at where the leak was coming out from in the basement.He looked up the wall and located a stream of mist coming from a pinhole in the water line.He went to shut down the water so the water would stop coming out.Best course of
action with the least amount of damage was to open underthe kitchen sink and get access to the pipe and repair it.He cut the water line at the pin hole and put on a coupling.He turned the water back onAs the water was getting back up topressure,my employee was cleaning and drying the area.As the pressure of the water line came back, another leak was discoveredabout 3" up the original pin holeThis leak was oozing water out.The second leak was impossible to identify in the beginning aseverythingwas wet from the original leak and slowly coming out, not like the firstone.My employee did what he was supposed tooCleaning up and checking to make sure everything was goodIn doing so found another leak.He shut down the water again and repaired the second leak by cutting itout and splicing appoximately a 4" piece of pipe.I, *** ***, owner of Morin Plumbing and Heating, Incdid tell heroverthe phone that if it was a pin hole leak on the water line it should bea onehour service call ($128) plus tax and material if the leak wasaccessible.It was a pin hole leak but not accessible as we needed to open under thekitchen sink in order to repair it and there were two leaks on the linenot one.I do apologize for my employee being overly friendly to you.I am totally shocked at this complaint as you did tip my employee $ashe was leaving.I charge in minute increments and if his to minutes ofconversationupset you I do apologize and will refund you $
Complaint: ***
I am rejecting this response because:I have same type of boiler for 1st floor and that boiler has no issues and has been working fine, meaning that the vacuuming and cleaning was not particularly necessaryAlthough I do appreciate the effort, however that initial cleaning did not resolve the issue for which I asked the company to comeI believe that the cheaper part - that is the pilot assembly (which includes the orifice) should have been replaced firstAnd not the expensive part / valve which as I said had been replaced. So it would only make sense to try and replace the pilot assembly first before causing unnecessary expenses to the customerMoring Plumbing stated that they called back Monday which is correct. Even though I am not going to prove that I called and left messages on Saturday and Sunday , Moring Plumbing accepted in their message that I did call Sunday morning and they came Monday morning which to me is unacceptable.. Lastly, as a professional Moring Plumbing should have researched and/ or known about technical issues with these boilers , instead I had to go and look into *** *** boilers issues and discovered below information that states that due to orifice size pilot does not heat thermocouple enough and thus valve shuts off. Now after I ordered and replaced the assembly with larger orifice opening I have not had the issue. Please see below link to *** Technical Bulletin. http://www.***If anything , I should not have spent so much time and effort researching and replacing parts , the professionals I hired should have known or done the research themselves. Therefore I still ask for a full refund
Regards,
*** ***
As stated in my first response, everything was done properlyThe first visit to the home, cleaned out the burners and replaced the thermocouple ($part) as is standard practiceRepaired gas line leak into the pilot11/hours chargedThe boiler was on and runningThe second visit to the home, replaced the gas valve ($part) as is standard practice11/hours chargedThe boiler was on and runningIn my 20+ years of servicing boilers the two steps above have rectified a pilot light going out percentage of the timeI will still stay with this protocol because it has been very successful for the businessThe next step as I said in the previous response would have been to replace the pilot light assemblyThe home owner took the time on Sunday to research on the *** website about there boilers and found out about a technical issue they have been having with there boilersI did not have that luxury on Friday, Oct23, at 4pmI went to the next step and got his boiler running Morin Plumbing and Heating, Incemployees have gone to continues educational classes and other educational classes offered by manufactures and supply houses to try and keep up with news on products and upcoming products in the marketIt is impossible to know of every products little technical issuesAnyone can be an arm chair quarterback Sincerely, Steven M
In response to complaint ID# [redacted] Mr. and Mrs. [redacted] called on Thursday morning, Oct. 22, 2015 stating they have no heat. I went there on Thursday morning, Oct. 22, 2015 and immediately found soot and rusted pieces of the boiler blocks on the burners and underneath. I pulled...
out all the burners and cleaned them. Asked Mrs. [redacted] for her vacuum cleaner and cleaned under and around the boiler. At this time, I recommended they replace the boiler as the boiler was disintegrating and rusted. I found a leak on the gas line into the pilot light and repaired that leak. I also replaced the thermocouple. Lit the pilot light. Turned the boiler on and off a couple of times. Everything worked properly. Mr. [redacted] called on Friday afternoon, Oct. 23, 1015 stating the boiler would not go on. I went there on Friday afternoon, Oct. 23, 2015 and preceded to remove the pilot assembly as I noticed rust flake on it and cleaned it out. I blew through the gas line to make sure the line was letting gas through. I also replaced the gas valve. The cost of the gas valve is $115.00 not $300.00 as Mr. [redacted] states. The cost of the material in total was $133.30 as stated clearly on the invoice. Lit the pilot light. Turned the boiler on and off a couple of times. Everything worked properly. Mr. [redacted] called on Sunday morning, Oct. 25, 2015 stating the boiler would not go on. I called back Monday morning (7:30am), Oct. 26, 2015. At no time did I ever tell him we do not work on weekends as I and my employees have worked numerous weekends. When he spoke to me, he explained that he took care of the problem himself by replacing the orfice. I do not believe he replaced the orfice as this is not a common part to be found and is not recommended by boiler manufacturers to be replaced. I believe he replaced the pilot assembly which is what the next step I would have taken. I am willing to give Mr. and Mrs. [redacted] a refund for the cost of the gas valve ($115.00) as he did explain to me that another plumber was there at the end of the previous heating season trying to resolve his heating problem and had replaced the gas valve. I preceded to replace the gas valve anyway because in my experience, I have purchased controls that have been defective and not work properly. I will write a check for $115.00, bring it to them, and they can hand me over the gas valve removed. Occasionally when dealing with heating and heating controls some problems may not be resolved right away. Especially when you are taking the proper steps and it works for a day or two. This instance was one of the more difficult heating situations as his first plumber experienced and I needed to go there more than once. If the boiler would not have went on the first and second time I was there, I would have went to the next step. Sincerely, Steven M
In response to complaint ID# [redacted] Mrand Mrs [redacted] called on Thursday morning, Oct22, stating they have no heatI went there on Thursday morning, Oct22, and immediately found soot and rusted pieces of the boiler blocks on the burners and underneathI pulled out all the burners and cleaned themAsked Mrs [redacted] for her vacuum cleaner and cleaned under and around the boilerAt this time, I recommended they replace the boiler as the boiler was disintegrating and rustedI found a leak on the gas line into the pilot light and repaired that leakI also replaced the thermocoupleLit the pilot lightTurned the boiler on and off a couple of timesEverything worked properly Mr [redacted] called on Friday afternoon, Oct23, stating the boiler would not go onI went there on Friday afternoon, Oct23, and preceded to remove the pilot assembly as I noticed rust flake on it and cleaned it outI blew through the gas line to make sure the line was letting gas throughI also replaced the gas valveThe cost of the gas valve is $not $as Mr [redacted] statesThe cost of the material in total was $as stated clearly on the invoiceLit the pilot lightTurned the boiler on and off a couple of timesEverything worked properly Mr [redacted] called on Sunday morning, Oct25, stating the boiler would not go onI called back Monday morning (7:30am), Oct26, At no time did I ever tell him we do not work on weekends as I and my employees have worked numerous weekendsWhen he spoke to me, he explained that he took care of the problem himself by replacing the orficeI do not believe he replaced the orfice as this is not a common part to be found and is not recommended by boiler manufacturers to be replacedI believe he replaced the pilot assembly which is what the next step I would have taken I am willing to give Mrand Mrs [redacted] a refund for the cost of the gas valve ($115.00) as he did explain to me that another plumber was there at the end of the previous heating season trying to resolve his heating problem and had replaced the gas valveI preceded to replace the gas valve anyway because in my experience, I have purchased controls that have been defective and not work properlyI will write a check for $115.00, bring it to them, and they can hand me over the gas valve removed Occasionally when dealing with heating and heating controls some problems may not be resolved right awayEspecially when you are taking the proper steps and it works for a day or twoThis instance was one of the more difficult heating situations as his first plumber experienced and I needed to go there more than onceIf the boiler would not have went on the first and second time I was there, I would have went to the next step Sincerely, Steven M
Complaint: ***
I am rejecting this response because:
Firstly, if everything was done properly during the first visit we would not have the issue after three visitsIf you claim that you were executing your “protocol” based on your + years of experience please explain if vacuuming inside the boiler was part of your protocol?? If it was then why did you not use your own vacuum cleaner?? If it was not then why did you vacuum at all? Since that did not change the outcome of the “repair”. It looked like you simply did that to have an hourly charge. If you are a professional who is doing something for a purpose you should have your own tools to do itSecond, you never explained why you failed to return phone calls at least on Sunday and come and finish the jobJust for leaving a customer request unanswered after claiming that you work weekends calls for not getting paid, especially if the initial request was not resolved fully. You could at least call back! But you did not! Third, when I asked you the question why my second boiler flame is much bigger than the one you worked on , them being both the same series *** boilers (***) , in spite of your replacing the thermocouple and the valve, you could not answer the question and told me to contact the manufacturer. So I was forced to become a “arm chair quarterback” because the professional I hired (you) had no idea what was going on and did not fix the problem, instead he charged me for two service visits without properly fixing the issue , used my own vacuum cleaner as he did not have his own, did not call back for two days when I kept calling him, and at the end did not resolve the issue which he claimed to be an expert in resolving. Caused me to spend my own hours of free time which alone is worth several hundred dollars to meNot sure what training your employees receive but having read through plumbing forums (since I was forced to) I saw that the basic problem with pilot flame being small is gas pressure or the pilot assembly/ orifice opening being small and/ or plugged which a lot of plumbers clean out with various methods BEFORE replacing expensive parts, especially after a customer tells them that they were recently replaced.. Staying with your protocol under these circumstances does not make any logical sense , but it only makes financial sense for you since you replace an expensive part and spend more time and have to come back and charge the customer several times for a job that should have been completed the first time From reading about troubleshooting boilers I came across several facts, and they make complete logical sense. If the flame is small, you should have checked gas pressure which you did notIncoming gas pressure is the same for both my boilers since one had a large flame and the other did not, this should have automatically prompted you to check outgoing pressure from the valve determining if the valve is the issue, instead you simply replaced it, and still the flame was tiny , did not warm the thermocouple enough and closed the valve , issue still NOT RESOLVED. Yes maybe you did not have the luxury of researching on Friday, but you had all weekend to come and fix, and/ or research on your own and at least call back . But you did not. For all the above reasons I am asking for a full refund for second visit since it was not necessary. What you should have done is, instead of using my own vacuum to clean the boiler , to fix the issue by properly diagnosing it, and either cleaning or replacing orifice first having observed both flames in both boilers and realizing that one is tiny and the other one is burning strong and that boiler has no issue I have dealt with many service providers beforeAnd the ones I trust and respect are those who can take responsibility for their own mistakes . They do not keep coming back and charging a customer for something they did not fix. I had people come three times for another issue but they did not charge me since they could not fix it. If you don’t know something at least have the courage to accept that you don’t instead of claiming to have a “protocol” . Do not leave a customer who is calling you for two days. Do not keep charging and disrespect, aggravate a customer for something that you missed. We can all make mistakes, but how we handle them and how we learn from them is what sets us apart and makes us better
Regards,
*** ***
Plumber arrived on job and proceeded to access the situation.Looking first at where the leak was coming out from in the basement.He looked up the wall and located a stream of mist coming from a pinhole in the water line.He went to shut down the water so the water would stop coming out.Best course of
action with the least amount of damage was to open underthe kitchen sink and get access to the pipe and repair it.He cut the water line at the pin hole and put on a coupling.He turned the water back onAs the water was getting back up topressure,my employee was cleaning and drying the area.As the pressure of the water line came back, another leak was discoveredabout 3" up the original pin holeThis leak was oozing water out.The second leak was impossible to identify in the beginning aseverythingwas wet from the original leak and slowly coming out, not like the firstone.My employee did what he was supposed tooCleaning up and checking to make sure everything was goodIn doing so found another leak.He shut down the water again and repaired the second leak by cutting itout and splicing appoximately a 4" piece of pipe.I, *** ***, owner of Morin Plumbing and Heating, Incdid tell heroverthe phone that if it was a pin hole leak on the water line it should bea onehour service call ($128) plus tax and material if the leak wasaccessible.It was a pin hole leak but not accessible as we needed to open under thekitchen sink in order to repair it and there were two leaks on the linenot one.I do apologize for my employee being overly friendly to you.I am totally shocked at this complaint as you did tip my employee $ashe was leaving.I charge in minute increments and if his to minutes ofconversationupset you I do apologize and will refund you $
Complaint: ***
I am rejecting this response because:I have same type of boiler for 1st floor and that boiler has no issues and has been working fine, meaning that the vacuuming and cleaning was not particularly necessaryAlthough I do appreciate the effort, however that initial cleaning did not resolve the issue for which I asked the company to comeI believe that the cheaper part - that is the pilot assembly (which includes the orifice) should have been replaced firstAnd not the expensive part / valve which as I said had been replaced. So it would only make sense to try and replace the pilot assembly first before causing unnecessary expenses to the customerMoring Plumbing stated that they called back Monday which is correct. Even though I am not going to prove that I called and left messages on Saturday and Sunday , Moring Plumbing accepted in their message that I did call Sunday morning and they came Monday morning which to me is unacceptable.. Lastly, as a professional Moring Plumbing should have researched and/ or known about technical issues with these boilers , instead I had to go and look into *** *** boilers issues and discovered below information that states that due to orifice size pilot does not heat thermocouple enough and thus valve shuts off. Now after I ordered and replaced the assembly with larger orifice opening I have not had the issue. Please see below link to *** Technical Bulletin. http://www.***If anything , I should not have spent so much time and effort researching and replacing parts , the professionals I hired should have known or done the research themselves. Therefore I still ask for a full refund
Regards,
*** ***
As stated in my first response, everything was done properlyThe first visit to the home, cleaned out the burners and replaced the thermocouple ($part) as is standard practiceRepaired gas line leak into the pilot11/hours chargedThe boiler was on and runningThe second visit to the home, replaced the gas valve ($part) as is standard practice11/hours chargedThe boiler was on and runningIn my 20+ years of servicing boilers the two steps above have rectified a pilot light going out percentage of the timeI will still stay with this protocol because it has been very successful for the businessThe next step as I said in the previous response would have been to replace the pilot light assemblyThe home owner took the time on Sunday to research on the *** website about there boilers and found out about a technical issue they have been having with there boilersI did not have that luxury on Friday, Oct23, at 4pmI went to the next step and got his boiler running Morin Plumbing and Heating, Incemployees have gone to continues educational classes and other educational classes offered by manufactures and supply houses to try and keep up with news on products and upcoming products in the marketIt is impossible to know of every products little technical issuesAnyone can be an arm chair quarterback Sincerely, Steven M
In response to complaint ID# [redacted] Mr. and Mrs. [redacted] called on Thursday morning, Oct. 22, 2015 stating they have no heat. I went there on Thursday morning, Oct. 22, 2015 and immediately found soot and rusted pieces of the boiler blocks on the burners and underneath. I pulled...
out all the burners and cleaned them. Asked Mrs. [redacted] for her vacuum cleaner and cleaned under and around the boiler. At this time, I recommended they replace the boiler as the boiler was disintegrating and rusted. I found a leak on the gas line into the pilot light and repaired that leak. I also replaced the thermocouple. Lit the pilot light. Turned the boiler on and off a couple of times. Everything worked properly. Mr. [redacted] called on Friday afternoon, Oct. 23, 1015 stating the boiler would not go on. I went there on Friday afternoon, Oct. 23, 2015 and preceded to remove the pilot assembly as I noticed rust flake on it and cleaned it out. I blew through the gas line to make sure the line was letting gas through. I also replaced the gas valve. The cost of the gas valve is $115.00 not $300.00 as Mr. [redacted] states. The cost of the material in total was $133.30 as stated clearly on the invoice. Lit the pilot light. Turned the boiler on and off a couple of times. Everything worked properly. Mr. [redacted] called on Sunday morning, Oct. 25, 2015 stating the boiler would not go on. I called back Monday morning (7:30am), Oct. 26, 2015. At no time did I ever tell him we do not work on weekends as I and my employees have worked numerous weekends. When he spoke to me, he explained that he took care of the problem himself by replacing the orfice. I do not believe he replaced the orfice as this is not a common part to be found and is not recommended by boiler manufacturers to be replaced. I believe he replaced the pilot assembly which is what the next step I would have taken. I am willing to give Mr. and Mrs. [redacted] a refund for the cost of the gas valve ($115.00) as he did explain to me that another plumber was there at the end of the previous heating season trying to resolve his heating problem and had replaced the gas valve. I preceded to replace the gas valve anyway because in my experience, I have purchased controls that have been defective and not work properly. I will write a check for $115.00, bring it to them, and they can hand me over the gas valve removed. Occasionally when dealing with heating and heating controls some problems may not be resolved right away. Especially when you are taking the proper steps and it works for a day or two. This instance was one of the more difficult heating situations as his first plumber experienced and I needed to go there more than once. If the boiler would not have went on the first and second time I was there, I would have went to the next step. Sincerely, Steven M