Andrews Gunite

The heat exchanger was defective and needed to be replaced.We went over and above service to locate and get the part under warrantyAgain, we did not originally install the furnace.We serviced the furnace replacing the nozzle and oil filter elementIs the customer looking for a refund on the service call, parts and labor? Total $?

CUSTOMER CALLED 12/10/16 FOR SERVICE ON HIS OIL FURNACE.WE PERFORMED BASIC OIL FURNACE SERVICING ON 12/12/16REPLACE OIL FILTER AND NOZZLE. FURNACE WAS OPERATING OK AND HEATING.TOTAL FOR SERVICE $159.18 CUSTOMER CALLED 1/30/17 FOR NO HEAT.WE FOUND PROBLEM WAS WHEN THE FURNACE LIT IT WAS BURNING...

OK BUT WHEN THE FAN CAME ON IT PUSHED AIR BACK INTO THE HEAT EXCHANGER WHICH PUSHED EXHAUST AND HEAT OUT THE FRONT OF THE FURNACE. A BREECH IN THE HEAT EXCHANGER IS THE ONLY POSSIBLE CAUSE OF THIS.DIAGNOSTIC FEE $85.00 WAIVED WE DID NOT ORIGINALLY INSTALL THE FURNACE BUT WERE ABLE TO LOCATE THE HEAT EXCHANGER PART THROUGH THE LOCAL DISTRIBUTOR. THE PART WAS UNDER WARRANTY FROM THE MANUFACTURER BUT THE LABOR TO REMOVE AND REPLACE WAS NOT COVERED BY THE WARRANTY.WE REPLACED THE WARRANTY HEAT EXCHANGER ON 1/31/17WE ALSO REPLACED THE NOZZLE AND OIL FILTER AGAIN AT NO CHARGE.THE FLAT RATE LABOR FEE FOR REPLACING A HEAT EXCHANGER IN AN OIL FURNACE IS $800.00THIS SERVICE IS A MAJOR OPERATION. VERY TIME CONSUMING. WE BASICALLY HAVE TO DISASSEMBLE THE FURNACE TO REPLACE THE HEAT EXCHANGER. REQUIRES TWO TECHNICIANS.FURNACE WAS FIRED BACK UP. OPERATED OK. CUSTOMER CALLED ON 2/2/17. FURNACE WAS SHUTTING DOWN.WE RAN SERVICE ON THE SAME DAY.OUR TECH RESTARTED FURNACE. LIT UP OK AND RAN THROUGH A CYCLE. OUR TECH MADE AN AIR ADJUSTMENT TO THE OIL BURNER. WAS OPERATING OK WHEN WE LEFT. CUSTOMER CALLED BACK ON 4/4/17. NOTE IN OUR FILE SAYS CUSTOMER HAS "ISSUES WITH FURNACE" "WE CAN'T SEEM TO FIX"TWO MONTHS AFTER OUR LAST SERVICE CALL. OIL FURNACES NEED YEARLY SERVICING WITH A NOZZLE AND OIL FILTER REPLACEMENT.THE HEAT EXCHANGER WAS BAD AND NEEDED REPLACED. WHEN WE PICKED UP THE HEAT EXCHANGER WE ARE CHARGED FOR THE PART UNTILL THE OLD PART IS RETURNED. WE RETURNED THE OLD HEAT EXCHANGER TO THE LOCAL DISTRIBUTOR. THEY SEND THE DEFECTIVE PARTS BACK TO THE MANUFACTURER. WE RECEIVED A CREDIT FROM THE DISTRIBUTOR.IF THE WARRANTY PART IS NOT DEFECTIVE THE DISTRIBUTOR DENIES OUR CREDIT CLAIM.OIL FURNACES HAVE AN ELECTRONIC EYE THAT OBSERVES THE FLAME WHILE THE FURNACE IS BURNING.IF THE EYE SEES NO FLAME OR A BAD FLAME IT WILL SHUT DOWN THE OIL BURNER.WE DO NOT HAVE A PROBLEM SENDING A TECHNICIAN OUT TO INSPECT THE FURNACE. IF IT IS OPERATING OK WHEN WE ARE THERE, WE CAN'T FIX A FURNACE THAT IS OPERATING OK AT THAT TIME.IF THE FURNACE WAS NOT OPERATING PROPERLY BETWEEN 2/2/17 AND 4/4/17 WE DID NOT RECEIVE A CALL TO THAT EFFECT.