Amanda's Glass Art LLC

Revdex.com spoke to Danny at the business and the following was relayed: This is a mobile home furnace that was years oldParts for a furnace like that are not readily availableThe issue that was diagnosed was a partially plugged orificeThe consumer states the part was broken, this is not
accurate as the part referenced is approximately the size of a hair on someone's head and it was deteriorated after yearsThe only one found that was available came as part of a complete pilot assembly and could not be ordered separatelyThe part did take a long time to come in, once it did arrive we went out and installedThe consumer did state that the fan was not working properlyWe special ordered the part which, like any electrical part, we do not accept returnsThere are two switches for his unit, the fan switch and the limit switchIt is our belief he installed the fan switch in the limit switchThe correct part was orderedAdditionally, we did waive the second trip charge which would have been $and adjusted the labor chargesI am going to contact the consumer to try to discuss and resolve the situation

My main complaint is the lack of a phone call from Danny Heineman to explain the need for replacement of expansion tank before it was done and the lack of a timely invoiceAs you can clearly see the invoice date is 11/and the post mark date on the envelope it finally came in is 12/20/If I were to take a vehicle to my mechanic and he found something additionally wrong my mechanic would call for authorization to proceedThat's just common good business practiceYes Danny stated he was doing us a favor by installing the expansion tank so we would have heat which is fine but to not call me or my husband for approval is wrongWe didn't see any signs there were issues with the tank only the valveWe've had issues with Heineman in the past with dishonesty and overcharging that luckly we resolved and were reinbursed so the trust isn't there but we are stuck using them for if we do not our warranty will be voidedSo to call and ask to charge our card without an invoice being sent after asking at least times for it which would only take a day by mail so that we would have it in hand to then be able to call the warranty company to check for ourselves would have been helpfulIt leaves you wondering how honest the company is againYou mentioned our dispute is really because we are selling our home and don't want to spend the moneyThat is a low blowWe have done many expensive repairs on the house and we only have the best interest for our buyersMy hope is that you practice better business with the new ownersWe paid the invoice even the late charge so that our credit isn't ruinedWe will never be doing business with Heineman againWhich is sad because we like to support our local businesses

Our customer, *** ***, called our office at
3:00pm on 11/15/stating that the zone valve is stuck open in the bedroom zone. They were not going to be home, so they gave
us a key code for the doorOur technician went to their home the next day, on 11/16/
The technician
found that the zone valve needed to be changed, but also found that the expansion tank also needed changing in order for the boiler to work. Our
technician then changed the zone valve and the expansion tank and
backflow in order for the boiler to work againHe was able to do this in one
visit, without having to return on a second day incurring more travel time and so the customer would have heat for the eveningA few days after that, they were called and left a message with the total of the bill and stating
we would be charging the card on file*** called back and said that they
don't believe they should be getting a bill; that this should all be covered
under their extended warrantyWe then submitted the bill to their
extended warranty company and found out at a later date that the extended warranty company denied
their claimThe ***'s were then notified of this and were upset with thisIt was
explained to them that only the items that come on the boiler itself are
covered under warranty; not additional items. We
then asked if we could use the credit card on file to pay the bill, and we were
told that they were going to call the warranty company themselves and wanted us
to mail the bill, and they would mail us a checkSo we didThere was no problem
noted of repair done at that time. On 12/7/2016, we did call them; however, it
was to ask if they want to set up an appointment to get the boiler clean and tuned (this is done annually)
The customer told us that they were selling the house and were going to let the
new owners take care of itThey did not
want to put any more money into it than necessaryIt is because of this, why I believe the
claim is being disputedThey wouldn't have had any heat that evening if we had
waited,and it saved them additional labor
chargesIt was
necessary for us to repair what we didWe thought we were doing a courtesy and
saving them the inconvenience of not having heatThe second correspondence that they
received was a statement, not an invoice. They computer is set up to automatically generate late fees after
days of seeing no paymentMr*** did call on 12/27/2016, and did talk to me, DannyHe asked for an explanation of
why the expansion tank was put onDanny talked with him and explained that the
boiler wouldn't work with out it and explained why it wouldn't workDanny also
explained the charges and warranty to him. He was still upset and explained he wouldn't be calling us againThat
was the last correspondence we had with him until we received his payment for
the invoiceIt is unfortunate that Mr& Mrs*** feel this way when all we did was help fix the problemSincerely, Danny Heineman President

Revdex.com spoke to Danny at business and the following was relayed: The customer called us to repair a valveThere was no pressure from the tank and it needed to be replacedA previous zone valve had required the tank be replaced, the customer should have been awareWe did not charge any extra labor to change the tankThe customer mentioned the extended warranty, we did check with the extended warranty and it was not coveredThe customer then stated she wanted to call the warranty company herselfShe did and they stated the same thingThe reason the invoice was not sent is that it was put on hold while we checked and the customer checked regarding the extended warrantyThe 12/call was not a call to get paid, but a call regarding the regular maintenanceThe customer did send a check and paid the billI am going to refund their credit card the $for the finance charge as the issue was due to checking with the extended warranty

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Revdex.com spoke to both Danny at business and consumer and the business has agreed to issue a refund for $in good faith and consumer has agreed that this will resolve the situation
Regards,
*** ***