Auchinachie Plumbing & Heating

I am in receipt of [redacted] complaint I reviewed his complaint and discussed it with all the personnel from my company who were involved with dealing with Mr [redacted] After reviewing all of the paper work regarding his concern, I would like to share with you ALL of the facts pertaining to Mr [redacted] 's complaintMr [redacted] called complaining he needed a drain line cleared He also expressed that he wanted the special that we were no longer running We explained what our dispatch fee would be for us to come to his home We also explained the technician would present all pricing once he evaluated what needed to be done We explained to Mr [redacted] that we can’t give him a price over the phone since we can’t see what needs to be done to fix his problem Mr [redacted] agreed to all of the terms and we proceeded to send a technician to his home Once the technician verified the problem, he proceeded to present options for Mr [redacted] to choose from This is when Mr [redacted] became very belligerent and proceeded to kick my technician out of his home Mr [redacted] was called from our management team, to hopefully work out his concern At this time, Mr [redacted] could not be reasoned with, so we left his propertyIn conclusion, our customer service team performed everything we said we would Again, we don’t give prices for repairs over the phone due to the fact it would not be fair to the customer nor ourselves Mr [redacted] knew all of the cost to get us to come to his home At this time there is nothing further I can do in regards to Mr [redacted] ’s request for a refund If you have any further questions or concerns please feel free to call me at ###-###-#### Sincerely, Chris HVice President

I am in receipt of your complaint filed by Ms [redacted] I reviewed her complaint and discussed it with all the personnel who were involved with dealing with her After reviewing all of the paper work regarding her concern, I would like to take this opportunity to share with you ALL of the facts pertaining to Ms [redacted] concerns On August 2, we were called to [redacted] ’s home for a drain issue Josh, our drain expert arrived and proceeded to inform [redacted] on what needed to be completed Since she does not have a cleanout to access the line, he would need to go through the drain under the sink Performing it this way, [redacted] would not have acquired any additional charges Unfortunately, when Josh proceeded to touch the trap under the sink to access the line, he fingers went completely through the trap The trap under the sink is/was completely rotted This trap was so severely rotted, that when he touched it, his fingers went completely through the rotted metal Josh informed [redacted] of the condition of the trap He also presented a price to repair the trap After Josh informed her of the price to repair the trap, [redacted] said she would fix the trap on her own and not to do anymore with the trap At this point, Josh informed [redacted] that the only other way to access the line was to remove the toilet Unfortunately, there would be an additional charge to remove the toilet and reset it Josh presented [redacted] the pricing before he performed any additional work After Josh presented the pricing, [redacted] authorized him to perform the work that we charged her for Again she gave us approval to perform all the work after we gave her the full price Once the job was completed, Josh reviewed all that he did for her Josh made sure she was happy and that there was nothing else we could do for her Josh also expressed empathy for the fact that her drain on her sink was in such bad condition [redacted] said again, that she would fix the trap under her sink herself After Josh reviewed everything with [redacted] , she paid Josh and he left On August 7, Jason in my Customer service Department followed up to make sure all the work we performed, was up [redacted] ’s satisfaction Jason was not able to reach her, so he left a message on her voice mail Jason also followed up again on August 8, leaving again, another message on her voice mail We never heard back from [redacted] Now, FOUR months later we received this complaint from her [redacted] ’s request four months later is a bit odd, and full of half-truths We are not an insurance company; we are not responsible for her old and rotted traps and equipment I will be more than willing to help her fix these items, but under no circumstances are we responsible for her old and decrepit parts I have a picture of this trap, you can clearly see this trap is old and has been leaking for some time Josh just touched it and his thumb went right through the trap It is unfortunate that [redacted] paints this picture of Auchinachie technicians not knowing what they are doing This cannot be any further from the truth In conclusion, [redacted] does not like our pricing four months later, which is fine This is why we give pricing up front Doing so, gives the customer all the information needed so they can make an intelligent decision [redacted] was happy the day Josh left As we do with all of our customers, we follow up with the work that was performed In [redacted] ’s case, we called her twice and left multiple messages on her voice mail Again we never heard back from her Her request for reimbursement four months later is absurd to say the least We fulfilled our obligation per the quote we presented to her four months ago At this time, we feel we don’t owe [redacted] a refund If you care to discuss further please feel free to call me Thank you for your time Sincerely, Chris HVice President

Revdex.com spoke to Chris at business and the following was relayed: We are working diligently to resolve this issueWe were there yesterday with the manufacturer who wanted us to make one minor adjustment as the existing pipe going through the roof had a small gapWe filled in the gap with insulation and believe the issue has been resolved

Mr [redacted] is incorrect AGAIN, I stated the facts and he does not like it I don’t make up the FACTS Bottom line is, he had a problem with the gas pressure period We diagnosed it while doing his cleaning Mr [redacted] will twist and turn the facts to make it look as we performed something incorrectly The reason he never noted the part and still does not note the part is because the parts are all FIXED parts There is no ADJUSTABILITY as I stated before There is nothing more to discuss with Mr [redacted] regarding this issue We performed a service which we know was correct and charged him far less then we should have for that service Our decision still stands; we will NOT be refunding Mr [redacted] $ Sincerely, [redacted]

Here is the owner's manual that he has This will be the third time he has received this He will not receive another one from us The model number and serial number are written on the top left corner of the first page He can also see these numbers on the actual unitPlease note on the front page, that page lists "service and maintenance" and page list "parts" I can't do any more than thisHere is an actual copy from my price book for the work for the cleaning that [redacted] was not happy about It cannot get any clearer than this Again all pricing was given before any work proceeded Chris H- Vice President

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below It is apparent that MrHhas ‘selectively’ reviewed ALL of the data to address this issue A proposal is a contract between the two parties and the Auchinachie Services proposal was totally unacceptable I expressed complete displeasure with the proposal both via email, US Mail and in a telephone conversation Auchinachie Services has failed to address any of my concerns in writing regarding the materials used or the manufacturer of the equipment Their proposal also contained caveats for extra work without providing costs for equipment rental, material lists or hourly rates An additional voice recording will substantiate my claim and has been excluded in making this determination It will demonstrate how I was berated for requesting such information and the employee who made statements that I only wanted my money back because I found a less expensive alternative I did not request a $social visit to obtain a proposal that fails to meet any acceptable industry standards for contracted work Regards, [redacted] ***

I am in receipt of [redacted] ’s response I reviewed her response, and again discussed it with Josh who was the lead technician on the Job Again, Josh performed everything properly in accordance to the working conditions he had I will stress again, since she did not have a clean-out to access the line, we needed to go through the drain under the sink Performing it this way, [redacted] would not have acquired any additional chargesTo claim that we advertise is absurd to say the least We kept [redacted] informed on everything we were doing to help solve her drain blockage problemAgain, no work was performed until [redacted] agreed to the pricing we proposed Unfortunately she has problems with her plumbing in her home, it is very old and in some cases very decrepitThe work we performed did have a warranty That warranty was on the drain that we cleaned out That warranty does not cover for other issues she has in her home that we had no responsibilities for Again we are not an insurance company; we are not responsible for her decaying and decrepit system I know [redacted] is frustrated, however that is no excuse for [redacted] to attack the integrity of our company We never insulted her, nor mislead her in any way This is why we always give options and pricing before any work is performed Doing business this way, allows the customer to have all of the information needed, so they can make an intelligent decision in regards to what they want performed We never deviated from our way of doing business while we were at [redacted] ’s home I’m sorry to hear [redacted] has health issues and truly hope things will be ok We never heard from her about any concerns after we completed the job I want to remind you again, that we left two messages for her, one the day after and the second one, two days after we performed the work I’m sure if the drain was not working and was still blocked, we would most likely have heard from her sooner than four months laterWe still stand by our original decision about the refund she is requesting However, I am willing to work with [redacted] and offer her 25% off to repair her old and decrepit plumbing Other than that there is nothing further I can do to help [redacted] with her complaint If you care to discuss further please feel free to call me Thank you for your time Sincerely, Chris HVice President

I am in receipt of Mr [redacted] response to my response I reviewed it again with the technicians who were at Mr***’s home We still stand behind my original decision I reviewed ALL of the facts again pertaining to Mr***’s concerns He was never berated in any means as the recording clearly shows We informed Mr [redacted] on how we do business when he called He was well informed on all of the costs for us to come to his home Once he knew this he authorized us to come to his home, which required for us to charge a dispatch fee We were at his home for over two hours diagnosing what needed to be performed to repair his system Now that he has all of the information on what was wrong with his system, he believes he should not have to pay for the service he originally agreed to pay for Unfortunately, we still stand by our original decision not to refund Mr [redacted] the dispatch fee that he was fully aware of If you care to discuss further please feel free to call me at my office at ###-###-####Thank you for your time Sincerely, Chris H Vice President

I am in receipt of your complaint filed by Ms [redacted] I reviewed her complaint and discussed it with all the personnel who were involved in dealing with her After reviewing all of the paper work regarding her concern, I would like to take this opportunity to share with you ALL of the facts pertaining to Ms [redacted] concerns On December 31, we were called to [redacted] ’s apartment building for a no heat call Bill, our technician, arrived and proceeded to inform [redacted] what needed to be completed to repair her heat Bill repaired the furnace and was completed with the job at 12:30pmAt 6:49pm the same day, [redacted] called complaining the heater was not working again Bill returned to the location at 8:30pm [redacted] ’s tenants were confused as to why we were there since the heating system was working Since Bill was there, he re-inspected the system again to make sure everything was working properly Upon his re-inspection, he noticed that there was now a tool bag sitting next to the heating equipment, along with a booster capacitor now installed on the blower fan motor All of this was not there at 12:30pm when he left the first time Bill thought that was odd, however he did not do anything further since the heat was working He did not charge them for this service call [redacted] called again on Monday January 1, complaining again there was no heatBill arrived at her apartment at 3pm Bill diagnosed that the blower motor was bad Bill did everything he could to locate a blower motor on a holiday weekend He was able to find a universal blower motor but could not find the brackets to go with this blower and furnace We explained this to [redacted] and her response was that she would work it out with whoever installed the unit in the first place Again, we did not charge her for this callOn Tuesday January 2, we called to follow up with [redacted] in regards to the furnace During this call, [redacted] became very aggressive, she claimed that this motor is a common motor and she could not understand why we did not do it We explained to her again it was not the motor we were having issues with, but instead the brackets to hold the motor [redacted] did not seem to care; her response was that if we don’t do all of it for no charge she was not interested and then she proceeded to hang up on us In conclusion, we jumped through many hoops for [redacted] during a holiday weekend [redacted] ’s side of what took place that weekend could not have been any further from the truth We have never told a customer good luck, and then proceed to leave them without heat That kind of statement is absurd to say the least Why would we call her back on Tuesday morning if we were not genuinely concerned for her and her tenants? Remember, she hung up on us If [redacted] still needs the furnace fixed, we are more than willing to work with her to fix it However, we will not fix it for free as she would like you to believe it should be After reviewing all that was performed for [redacted] at no charge, at this time, we feel we don’t owe [redacted] any kind of refund If you care to discuss further please feel free to call me Thank you for your time Sincerely, Chris HVice President

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowTheir response is correct, I'm trying to get an itemized bill because I believe they are over charging me a ridiculous amount Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below You dealing with Mrs ***, not Mr [redacted] and your response is unacceptableI will always feel your salesman was dishonest and therefore the company is dishonest to not correct his actions of you your salesman at your expense and not mine I am very sorry I dealt with your company and do not care to deal with them again Regards, [redacted] ***

I am in receipt of the complaint filed by [redacted] *** I reviewed his complaint and discussed it with all of the personnel from my company who were involved with dealing with [redacted] *** After reviewing all of the paper work regarding this project, I would like to share with you ALL of the facts pertaining to Mr***‘s issueFirst, most of all of our dealings was with [redacted] ’s wife [redacted] not [redacted] We were called to replace the existing furnace and to add air conditioning to the system The existing system is a forced hot air system that currently only supplies heat to the first floor Once there, we proceeded to present options to [redacted] on different systems We explained that heating and cooling the first floor would be no problem According to [redacted] ’s letter, that does not seem to be an issue We then proceeded to present [redacted] options for the second floor dormer The existing dormer has no existing duct runs or any source of heat We presented a system that would provide heating and cooling to the second floor This system consisted of two heads that would be installed one in each room Unfortunately the cost for this system was out of the price range for the ***’s We proceeded to revise our two head system to a one head system with conditions Those conditions were that if you leave the second room door open, the air from the room with the head could flow into the other room We also explained you can try it and if it does not work you could always add another unit in the future [redacted] agreed to this and even commented that “the room we install the unit in, is usually the room that is used when family comes over” She agreed to this option and authorized us to proceed with the projectI reviewed their file and see we charged them a trip charge Trip charges are always charged regardless if there is a warranty or not I see we went back in May of this year to repair a problem from the original startup two years ago After further review, I agree with them, the trip charge should have been waived I will be crediting back the $plus tax trip chargeAs of today, we have not heard if the unit on the second floor is giving them any more operating issues I agree that the second floor will need to have another head installed Remember we presented this option when we sold the original job It is unfortunate that the ***’s do not remember this Again there is no way we would guarantee a one head system (which is designed to cool one room only), to cool two rooms They knew up front that the one head system could not cool the other room like they would like We presented them with the option to add another head Unfortunately they either cannot afford it or cannot remember our original conversation with them Either way we did our due diligence during the design phase and informed them this could happen For them to expect us to install the second head at no charge is just silly At this time, we have performed everything per our agreement If you have any further questions or concerns please don’t hesitate to ask Thank you Sincerely, Chris HVice president

I’m in receipt of your complaint filed by [redacted] I reviewed his complaint and discussed it with all the personnel who were involved in dealing with him I would like to take this opportunity to share with you ALL of the facts pertaining to [redacted] concerns On August 2, [redacted] called my office at 10:expressing concern about the condensation on his water tank along with his drain pan leaking My service technicians Jeff and Jim arrived on August 4th to address ***’s concern Jeff, Jim, and [redacted] all agreed at the time they were there the water tank was condensing and draining in the pan They also all agreed that the pan was leaking causing the water to actually travel under the floor into the next room causing that floor to buckle [redacted] even tried to use some kind of flex seal on the existing pan to stop the leak in the panAt this time, Jeff gave [redacted] options to insulate the tank and replace the pan that was cracked; [redacted] chose that optionSince this job was an hour away from our shop, we agreed to perform the work on August 4, On August 4, Jim returned with the materials and performed all the work that we all agreed to Jim disconnected the tank from the piping that is on the side of the tank He lifted the tank out, replaced the drain pan, reinstalled the tank, and connected it back up to the water supply Once that was completed, he insulated the tank After Jim completed this work, he turned the water back on to only discover that there was water now running out of the bottom of the tank This area where the tank was leaking is an area that has no connections and no reason for us to touch We explained this to ***; this is when he became abusive He believes since we touched the tank we are now responsible for this tank [redacted] insisted, the tank is only a few years old We told him he has hard water and this is why it now has a hole in it We tried to work with ***, we suggested since it was only a few years old he should call the person who installed it We said maybe they could help you [redacted] was not having this; he was demanding we replace his tank for free We said noSince then, [redacted] has called my office many times demanding we replace his tank for free We informed [redacted] we would work with him, however we would not replace a tank that we did not damage for free We took the time to investigate this tank further through the serial numbers We discovered, the tank is actually years old and the tank is now obsolete We informed [redacted] of this critical information He did not care, he was still demanding we replace his tank for free, along with giving his money back for the other work we performed Again we said no, we expressed to him that he was being unreasonable and left it at that [redacted] called again on August 18, saying his water heater was not working He blamed us for this now This was crazy since we never touched his water heater [redacted] wanted us to come out on a Friday afternoon at no charge to fix his heater We explained there would be a charge for us to come and repair his heater, he said “no” Since *** did not get his way, during the same phone call, [redacted] claimed the work we did was still leaking on the floor We responded that if this is the case, we will come back and repair the pan at no charge We all decided to schedule this for Friday August 25, On August 25, Jeff my senior technician went back to ***’s home, at this time he discovered a few things First, the water heater was working fine as we suspected Second, the water on the floor was created from the new pan condensing The reason this pan was condensing was it was warm out and the water flowing into the pan from the hole in the tank was extremely cold, thus causing condensation on the pan We explained this to [redacted] again He responded by saying the original pan did not need to be replaced Jeff asked [redacted] if he could see the old pan again to show him the crack, [redacted] would not let Jeff see the pan [redacted] clearly knows what he is doing At this time we tried to work with [redacted] again We first gave him a price to furnish and install a new tank The original cost to perform this task is close to $dollars We informed [redacted] we would do this for $dollars He declined this offer We then offered if he bought the tank we would install it for free He declined that offer too This is when [redacted] became real abusive and threatening He said if we did not do this for free, he would sue us and bad mouth us on social media We realized there was no working with this man, and we moved on In conclusion, his year old tank was not damaged by us and he knows it In the short time dealing with ***, we are starting to see his true colors We jumped through hoops to try to help this individual out Unfortunately we are not an insurance company; we either repair or replace items that are broken and need repairing His assumption, since we worked on this unit, we are responsible for that unit from there on out is ridiculous to say the least He will lie, and cheat to get this tank for free He sent us his so called pictures What he does not realize is we took pictures when we completed the job too I find it interesting how different our pictures are from his In his pictures he has clearly taken the insulation off the tank to embellish his lies We will not be taken advantage of by a person who will lie and cheat to get something for free If you should have any further questions please feel to contact meAgain thank you for your timeSincerely, Chris HVice President

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I don't even know where to beginMr [redacted] 's ability to ignore the complaint entirely and rewrite history is astoundingMy last two letters have given all the specificsNothing has changed, but I will clarify a few more of Mr [redacted] 's new revisions of history He says they "diagnosed the problem WHILE performing a cleaning"As I have stated several times before, this is false***'s diagnosis WAS the cleaningHe was clear that this was not a pre-emptive stepThe cleaning was his "fix"This was a wrong diagnosis as was his gas pressure diagnosis Mr [redacted] 's revision that the [redacted] meter replacement resolved the issue is completely as I have already statedThey replaced the meter Monday morningMonday night we were still getting the error, and were getting it all day Tuesday, the boiler was erroring until we had a technician fix the boiler I can't remember the exact part that was fixed, and just re-read my previous letter, I never noted what part it wasHow does Mr [redacted] know this part is not adjustable? What part is he talking about? [redacted] informed me that they do replace decades-old meters as a matter of maintenanceThey key point is that they noted no pressure difference after replacementAgain, the gas pressure was a red herring, as I have already stated and Mr [redacted] has already ignored I really have nothing more to addMy previous letters are factual and true I still request a refund of $ Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI actually sent a message to [redacted] @ [redacted] .org on 9/stating that I had resolved the issue with the business and received a response a day later from someone at the Revdex.com stating that the complaint would be marked as resolved Regards, [redacted]

I am in receipt of your complaint filed by [redacted] *** I reviewed his complaint and discussed it with all the personnel from my company who were involved with dealing with Mr*** After reviewing all of the paper work regarding this repair, I would like to share with you, ALL of the facts pertaining to Mr***’s concerns We were called to Mr***’s home on March 13, for a leak Mr [redacted] called at 4:50pm on a Friday night with a concern of a leak on his sink Our dispatcher tried to schedule the call for Monday March 16th Mr [redacted] was adamant that we come out that night Our dispatcher infomed Mr [redacted] the details of what he would be charged if we came out after hours We gave him both the $emergency charge and the $dispatch fee We also explained the $fee would be waived if we performed the work quoted Mr [redacted] will probably deny this, however after listening to the recording, I know for a fact he was informed of all of the charges we quoted Once the technician arrived at Mr***’s home, he began to assess what needed to be completed to fix Mr***’s problem Unfortunately Mr***’s problems needed much attention The technician then proceeded to give Mr [redacted] three options to repair his problems These three options ranged from $ dollars to $1,Dollars At this time Mr [redacted] elected not to have us do the repair He said he was going to fix it himself So we collected what we said we would and left In conclusion, Mr [redacted] had to have us to his house after hours on a Friday night We did not force him to have us come to his home after hours He knew what the charges were going to be if we did no work for him There were no hidden charges as Mr [redacted] would like you to believe Remember we tried to keep the cost down by trying to schedule this call for Monday He wanted us that night Unfortunately we are not the least expensive; however we are the most professional company with certified trained technicians and a customer service department that follows At this time Mr [redacted] will not be receiving any refund from us If you care to discuss further please feel free to call me at my office Sincerely, [redacted] Vice President

The company says that I was not around for the technicians visit, however it is my signature on the payment receiptThe tech had me sign the paper so how is that possible if I was not home? I did not get a copy of that receipt in the mail like he said I wouldthat never cameHowever they say that the tech was new and made a mistakeThe issue is I called their # right after he left and got an answering service woman who said someone would call me backJust a few minutes later a man named rob called me and I let him know what was going onHe asked to call me back shortly so he could call the techWhen he called back he apologized over and over saying the tech admitted that he did not stop to give a diagnosis but just fixed the problem then went on to say the tech though financing wasn't an option because the amount was to little however he believed it was fineSo he said that since it was a holiday he would get with his service manager on Friday when everyone was back in the office and figure out how to make this right then he would callThat call never cameso we called again to find out what was going ontalked to a woman named Kristie that said she would look intoThen called again got a man named Justin who said that he would have the tech call me to run a joint app for the financing for me and my husbandthat call never came eitherWhen I called again I left a message for Kristie explaining the frustration of not getting a call back over and over and how if the tech had diagnosed the issue and offered the financing we would have said no because we knew our credit wouldn't be OK for that but we were never given that optionAnd the reason we were asking a refund was because we were told over and over they would make it right and we would get a call back but the only time I got a call was when Kristie called me after I left that message to let me know she heard me and would talk to the boss and call me backwhich she again didn't do and when I called her again for an update she said that she just makes sure other people are doing g their job and she wasn't going to make sure it got fixedBut when I explained the situation again she said oh ok I get it but it was late on a Friday and everyone was out of the office so she would call me about the same time the following g Mondaythat was a few weeks ago and still haven't heard anythingWe are asking g for a refund of some sort because of the hassle, lack of customer service and willingness to actually fix the mistake this rob guy said the tech admitted to and he couldn't believe that happens but just kept apologizing saying that the tech is newUnfortunately the only thing we would have from them would be our receipt that the tech said would be mailed to me which I never actually received that would show my signature not my husband's and would show I was here as well as one of the cards used to pay was my card with my name on it

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowto state I'm a liar and a cheat is rather slanderous if I had a plan to deceive I would have never paid the bill in full a day before work started the original pan that I was told was cracked was inspected by plumber jim he said he could fin d no crack I filled the pan with wat er on my table no leak they never offered a new tank f or dollars there new pan did the same as the original pan there misdiagnosis cost dollars asked for a refund to pay for new tank as for being abusive I'm years old there reaching I have pictures and a tape of our full conversation with there senior plumber thank you Regards, [redacted]

I am in receipt of your complaint filed by Ms [redacted] I reviewed her complaint and discussed it with all the personnel who were involved with dealing with her After reviewing all of the paper work regarding her concern, I would like to take this opportunity to share with you ALL of the facts pertaining to Ms [redacted] concernsOn February 20, [redacted] called my office at 9:am complaining she had no heat We advised Ann of our $service charge to come to her home She agreed to the price and we scheduled a service tech to go to her home When Ann informed us she had no heat, we moved other calls to accommodate her since the temperatures were in the low 30’sMy technician Paul and his helper Dillion arrived at ***’s home at 10:45am that same day Paul started to investigate why the heat was not working He discovered several cracks and small holes in the heat exchanger, which showed signs of water leaking He continued to show these indications to the customer with a fiber optic camera Paul further explained trying to repair a boiler over years old would not be in her best interests Paul presented prices to ***; she then proceeded to call her son ***’s son asked his son, who I guess has some HVAC experience to come down and look at it while Paul was there ***’s Grandson came to the home while Paul was there to see what was going on During this time, we were informed by ***’s grandson ***, that he is a [redacted] officer for the [redacted] While there he also confirmed the areas through the fiber optic camera that Paul showed [redacted] earlier Paul who has been performing service work for over years gave his professional opinion on what he believed should have been completed In conclusion, if [redacted] and [redacted] wanted to chance the repair that is their prerogative [redacted] does not like our pricing which is fine This is why we give pricing up front Doing so, gives the customer all the information needed so they can make an intelligent decision I am glad [redacted] was able to do it for less I also am glad we were able to give [redacted] all the information needed to make this repair Unlike ***, I have overhead, wages, insurance, stocked vehicles, continue education and so on that I have to cover in my price I would expect him to be able to do it for less What I don’t understand is why she called two contractors before calling ***? We never took advantage of ***; to be honest we find her accusations to be insulting to say the least Because she is on a fixed income, does not give her the right to review us the way she did We bent over backwards to help her on a day that was in the low 30’s Yes the day before was nice However, Monday the 20th the temperatures dropped considerably, hence why she needed us right away If it was not so cold, why did she need to have her son bring a heater to her home? Again we treated [redacted] with respect and dignity during the whole time we were in her home If you have any further questions or concerns, please don’t hesitate to call or email me Thank you for your time Sincerely, Chris HVice President

I am in receipt of your complaint filed by *** ***. I reviewed his complaint and discussed it with all the personnel from my company who were involved with dealing with *** ***. After reviewing all of the paper work regarding this job, I would like to share with you ALL
of the facts pertaining to *** ***We were called to his property on April 8, to investigate why his water heater that we installed in was not working. Once there, we discovered that his tankless heater was not winterized properly and it froze and burst. We proceeded to give *** a proposal of $1,to repair what we could see that was damaged by the cold weather. We also informed him that there might be other parts damaged, we just could not tell until we replaced the obvious parts and then test it. *** understood all this and instructed us to order the parts and to schedule it for the next time he was in townWe waited almost a month for *** to come to town. *** realized that he was not going to be in town for some time. He informed us where the spare key was, and to schedule this as soon as possible. We scheduled it and returned on May 5, to install the parts we ordered. As we originally suspected, there were other parts damaged by the weather. At this time we called *** to inform him of the additional problems. We suggested again replacing the whole unit. The original cost of the unit back in was $5,021.00. We were willing to replace this unit and install a brand new unit at a discounted rate of $3902. We were doing everything possible to work with ***. We even offered *** the cost of the repairs we just completed to go towards the new unit This in turn, would have allowed an additional $to replace a unit that froze and burst, with a brand new unitIn conclusion, my technician was always looking out for ***’s best interest We bent over backwards to help *** with his problem. We were willing to give back $1,on repairs we just made, along with discounting the unit $1,from two years ago. We don’t know what more we could have done to make *** feel like he was getting an awesome deal He is correct; we do not break out labor and/or materials in our pricing. We give one price for both, and that price is always given before any work is performed. He had almost three weeks to cancel the order if he really felt he was being over charged. Again, we jumped through hoops to offer solutions to his problems. To be honest, I was in awe when I received his complaintAt this time we continue to stand by our business practices in the way we price Jobs. If you have any more questions or concerns, please don’t hesitate to call or email me. Thank you for your time. Sincerely, Chris HVice President