Auchinachie Plumbing & Heating

Thanks for taking my callI wanted to give you an update on the nightmare I am facing with this company. From my previous complaint, you know that they had charged me twice to fix a furnace that they were responsible for breakingLast night my furnace stopped working againI have had no
issues with my furnace in all my time of living in that house, and then they come, and suddenly it breaks times in a weekI have paid them to fix it twice, which clearly has not happenedI will not be requesting them to fix it againI will be paying someone else to do itI have called and asked for my money back since they did faulty work and the issue was not resolvedBoth times I was told someone would be in contact with me, and no one has reached out about a refundMy fiance is due to give birth this weekend, and my house is freezing because of the furnace they brokeI cant afford to pay an actual professional to fix the issue because they have taken all my cash reserve and accomplished literally nothingI am in need of the refund so I can provide my family with heat, and they want no part in that conversation. At this point, my only option appears to file a claim in court. Thank you for allowing me to update my complaintI appreciate your time and willingness to hear the complaint

I am in receipt of your complaint filed by *** ***. It is unfortunate that *** did not give us the time to resolve his issues. We were actually working on resolving his concerns way before we received any notice from you. After we received your notice, *** assured us he
would retract his complaint. I see that did not happen. We addressed all of his concerns and completed the job to ***’s expectations and then some. If you have any further questions or concerns please don’t hesitate to call or email me. Thank you for your timeSincerely, Chris HVice President

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowFirst of all the reason I wasn't able to file a complaint till now is due to Health issuesI have been upset since they came to my home and broke my sinkAll plumbers work is suppose to be guaranteedThey did not mention anything about there advertisingBut if you check there website it's misleadingAlso the Plumber never said he neede to go through my bathroom drainInstead he called me to give me an estimate and told me he broke my sink and it would now cost me $This price did not include taking care of the issue of shower drainHe told me to fix shower drain issue it would be around $plus sink $so he quoted me $1,I told him I was on my way to my house to discuss optionsWhen I spoke with plumber I told him I am not going to pay $for my sink that he brokeThe issue was not in my sinkIt was in shower drainAlso told him about advertising and he said take it up with his companyIt's not right to go in someone's house break something and not be responsible for your actionsSince they don't want to resolve it properly I am also going to contact the Buildings Special Investigation Unit (BSIU) to report improper plumbingRegardless what business you run the consumer has to be treated properly and not put down or discriminated against and blame them for bad rusted plumbingI never had a leak in my sinkAlso the Plumber never advised me he was going under Sink he went under Sink broke trap then called me with estimate to fix sink he brokeMy problem was in the shower not the sink. Regards,
*** ***

Revdex.com spoke to customer and the following was relayed on behalf of the business: Auchaniche and I have come to a resolution over our conflictI am requesting that you document my complaint as resolved

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 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 repair
We were called to Mr***’s home on Friday February
27, for no water. During the
initial phone call, Mr*** was adamant that we waive our $
dispatch fee. So at this time, before we
even stepped foot on his property, we deviated from our charges to try
to make Mr*** happy. Once we
arrived we discovered that Mr***’s well was not producing any water. We performed our test and came to the
conclusion his pump was not working. We
proceeded to give Mr*** a proposal to replace his pump and pipe We all agreed that the work would be performed
on Saturday February 28,
On Saturday February 28, my technicians arrived to
perform the repair. The technicians
disconnected the pipe from the well to the pipe going into the home. They defrosted this connection and asked Mr
*** to turn the pump on. Once the
pump was turned on, they discovered that the line going into Mr***’s home
was frozen. Mr*** was aware of the
frozen pipe for a couple of reasons. First,
my technicians told him, second, he was watching and taking pictures during the
whole process. By discovering the frozen
line, my technicians actually saved Mr*** money by not replacing a pump
that was working fine.
Mr*** is exaggerating what my technicians performed
with the copper pipe. The technicians
inserted a pipe inside the pipe for a couple of reasons. First they needed to get a measurement on how
far down the line it was frozen. Second they tried to see if they could break the ice up without excavating the
line. Unfortunately they were not able
to free the ice in the line. Once they
were able to figure how far outside the wall the line was frozen, they began to
dig. The pipe was only three feet
deep. The frost line was more than that,
since the temperatures for that week were in the single digits with wind chills
in the negative digits, I can see how the line was frozen and split in three
different locations. We had to rent a
jackhammer to break the frozen ground so we could excavate by hand and access
the frozen pipe. Once the pipe was
uncovered, we discovered Mr*** had three different splits in three
different locations. To say we caused
these splits or damage to his line is absurd.
We replaced the whole line and
sleeved it, so if he wanted to add heat tape at a later time he could
In conclusion, my technicians were always looking out for
Mr***’s best interest We jumped
through hoops for him on a Saturday with temperatures in the single
digits. We worked very diligently all
day so Mr*** and his family could have water that night. The original repair would have been performed
in less than a half a day. There was no
other way to repair this line. Mr
*** was not scammed as he would like you to believe. We went back on March 3, to explain
everything to him again. Once there, we
reminded him and showed him again on what we performed. At that time he became angry and threatened
legal actions against us. We tried to
reason with him, unfortunately his mind was already made up, regardless of what we showed him and explained to him. Unfortunately at this time we still stand by
what we originally performed at Mr***’s home. If you care to discuss further please feel
free to call me at my office.
Sincerely,
*** ***

I am in receipt of your complaint filed by *** ***. I reviewed her complaint and discussed it with all the personnel who were involved with dealing with *** ***. After reviewing all of the paper work regarding this repair, I would like to share with you ALL of the facts
pertaining to Miss ***’s concern. We were called to Miss ***’s home on Friday January 1, 2016. After our arrival we discovered that Miss ***’s furnace was not operating at all. Upon on investigation, we discovered that her humidifier has been leaking for some time. This leak has caused a considerable amount of rusting of her existing furnace. We further found that the heat exchanger was compromised due to all this rusting. We performed two tests to come to this conclusion. The first test was with a camera designed to inspect the integrity of the heat exchanger. The other was a die test. Both test indicated that her heat exchanger has been compromised, and is unsafe to operate. Her accusations of my technicians misdiagnosing her equipment are ridiculousAll of my technicians are honest, and follow all of the proper procedures on all of their calls. John my technician did not attempt to fix the part that was preventing the furnace from turning on. John knew if he made the furnace operational, he would then have to shut it down due to the fact it would be unsafe to operate. John actually took the time to show Miss *** the crack in her heat exchanger. John then called the territory manager (Jeff) to come out to confirm his findings. After Jeff arrived and confirmed that the heat exchanger was indeed compromised, Jeff started to give Miss *** options on how to solve her problem. We have been in business for over years. We take great pride in making sure our diagnoses are correct. It is unfortunate that Miss ***’s credit prevented her from being able to afford a new furnace. We even went to the extent of trying to finance the job for her. We did everything in our power to help her. However, in no means did we leave her with no heat; unfortunately her poor credit put her in this situation. In conclusion Miss *** needs to understand the severity of this situation. If not handled properly bodily harm or death could occur. The contractor who did not diagnose this furnace properly is gambling with Miss ***’s life. When he turned the system back on, he is ignoring the fact that this heat exchanger has been compromised. Fortunately for Miss ***, we are not willing to gamble with her life. We know in this situation, that it is not “if” there will be carbon monoxide but “when”. Miss *** needs to understand that we are not the crooks. We spend a lot of time and money to make sure the technicians that are sent to her home, have the proper training and the proper testing equipment that most of my competition does not invest in. The real crooks are the ones who will repair a unit without notifying you about any underlying issues that could cause you harm down the roadIf you have any other questions or concerns please feel free to call or email me. Thank you for your time. Sincerely, Chris H

February 5,
Revdex.com, Inc
Bryant Woods South
Amherst, NY
Re: *** *** ***
Attn: *** ***
Dear ***,
I am in receipt of *** *** response. To be honest I am in awe to her response. I apologize if she is accusing me of calling
her a male. That was not my intention,
however I only talked to her son, so I thought I was responding to him. Second we arrived on the 27th as I
stated. The initial call came in on the
26th. I think she is trying
to split hairs that have nothing to do with what was performed at her
home.
First, my technicians are honest, and follow all procedures
on all of their calls. Her accusations
of my technicians misdiagnosing her equipment are ridiculous. We proved the part needed to be replaced when
we were there the first night. Otherwise the system would not have worked
once the part was replaced. Remember we
did not clean the equipment until the second night. This alone proves the part was defective and
she had other issues with the system after we left. Second, the manufacture was not at the job when we
diagnosed the problem. They did not have
all of the facts to come to the conclusion that we came to. In fact my technician went above standard protocol
and called my senior technician to verify his findings So again, her accusations are without merit
in regards to what the manufacturer was saying.
In conclusion, we have been in business for over
years. We take great pride in making sure
our diagnoses are correct. I will stress
again *** had multiple problems with her boiler. She chose to fix only one of the multiple problems. We
always present options so the customer can make an intelligent decision on repairs
needed. In this case *** ***
made a decision after being presented with all of the facts. Her decision was to replace the defective
part only. Unfortunately, she should
have performed the cleaning as we recommended the day before. I can’t control the outcome, especially when
we present multiple items that need to be repaired This additional
work would have cost her an additional $dollars. Again we did not charge her for this
additional work. So at this time we still
stand behind our original decision.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I feel that some corrections are required.A male did not hire Auchinachie to perform any service at this addressI am a female, and all authorization and payment was handled by me.Auchinachie was called at 11:P.Mon Friday, December 26, and arrived the following morning.As stated in the original complaint filed with the Revdex.com, the first repairman offered a list of options to choose from, all of which had the replacement of the ignition control moduleThe higher priced options included additional features (extended warranty, cleaning, etc.)The repairman explained that all options except for the cheapest "Band-Aid" option offered additional services that were not required to fix the problem the boiler was experiencingThe repairman at no point stated that the boiler needed a cleaningThe cleaning was only presented as an additional service available as part of the more expensive options offered.It was not until the intermittent symptoms returned the following evening and the second repairman arrived to look at the boiler that we were informed that the boiler needed a cleaningWe do not dispute that the boiler required a cleaningThe partial cleaning provided by the second repairman had the boiler in working order very quicklyThe repairman stated that the partial cleaning he provided finished the other repairman's job, and that his work was covered by the warranty (please reference the original complaint).As stated in the original complaint filed with the Revdex.com, because all of the symptoms returned the evening after the replacement of the ignition module, we requested some proof, other than the word of a repairman, to be provided that the replacement was necessaryWe were informed by *** that we could not be provided with anyWe have spoken with the manufacturers of both the boiler and the ignition control module and they have informed us that the dirty contact on the ignition wire could not only cause the symptoms we were experiencing, but could also lead a repairman to believe that the control module needed to be replaced when it didn't.I can not state for certain that the ignition control module did not need to be replaced, and Auchinachie has not presented me with any evidence that it did need to be replacedBecause identical symptoms occurred the day after the replacement, and because of the statements made by the manufacturers, I do not feel it is unreasonable to question the need of the replacementSince I do not feel that the issues above have been addressed, I still believe that a fair resolution would be for Auchinachie to refund half of the money
Regards,
*** ***

I am in receipt of your complaint filed by *** ***. I reviewed her complaint and discussed it with all the personnel who were involved with dealing with *** ***. After reviewing all of the paper work regarding this repair, I would like to share with you
ALL of the facts pertaining to Ms***’s concern I also enclosed a copy of the invoice that Ms*** signed giving us authorization for the work performed, along with the work we recommended to be completed. We were called to Ms***’s home on Monday January 4, 2016. After our arrival we discovered that Ms***’s bathroom room sink drain was leaking. Upon further investigating we also discovered that her emergency shut offs and drain line needed to be replaced. We also informed her that her faucet needed to be rebuilt or replaced. We repaired the drain line to stop the immediate leak. After the leak was repaired, my technician offered her a price to replace the old leaking faucet for only $hundred dollars. Once my technician presented the proposal to Ms***, that is when she informed my technician that she was financially strapped, and could not afford the replacement or the repair at this time. Mark my technician could have just said OK and moved on. Instead he explained that he does not have the parts on his truck to make this repair. He explained that there would be no way he could carry all the parts needed to attempt a repair on these old faucets. He also explained that he could try to repair the faucet; however since it is so old, putting new parts in this faucet might not fix the leak. He advised her that she could try to locate these parts on her own if she wanted too. He also asked if she wanted him to show her son on how to take the faucet apart himself This way if they wanted to make an attempt to repair their faucet on their own they could. Ms*** declined my technicians offerIn conclusion, we could care less if Ms*** is a single woman or not. We observed a problem and we presented her with solutions to her problems. We cannot help if she can’t afford to repair/replace the problem that she called us on I am glad a non for profit organization was able to help Ms*** and not charge her for her repair. Unfortunately I am not a non for profit organization. We jumped through hoops that we normally don’t jump through to help Ms*** out. Remember we went a step further by offering to show her son on how to do the work that we normally charge for. Ms*** claims she will go out of her way to inform others about what she believes took place at her home. I hope she takes the time to reflect on what actually took place. At this time Ms*** request for a store credit for $is just silly, however I will offer a $discount on her next service call for any future service work she may needIf you should have any other concerns please feel free to call me. Thank you for your timeRegards, *** *** Vice President

January 26, 2015Revdex.com, IncBryant Woods South
Amherst, NY
Re: *** *** ***
Attn: *** ***
Dear ***,
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 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 repair.
We were called to Mr***’s home on December 27,
for no heat. Fortunately when we arrived
the boiler was working. We explained it
is hard for us to determine what the problem is when everything is
working. *** the technician worked for
a few hours to find the intermittent problem.
Once he discovered the problem, *** called our senior tech to confirm
his findings. Once *** confirmed his
findings were correct, he proceeded to give Mr*** options on repairing it
The first option he gave Mr*** was to clean and service the boiler. Mr*** declined this option. The second option he presented to Mr***
was a fault in his ignition system.
Remember, this was after spending several hours of diagnosing a system
that was working that had an intermittent problem. Once this intermittent problem presented
itself, we were able to diagnose the problem and fix the boiler
On December 28, we were called back because the
boiler was not operating again. This
boiler is old and has not been serviced or cleaned in years. Again this is why we offered him the option
to clean the boiler when we were there the day before. A different technician, who returned to Mr
***’s home, also noticed the boiler needed to be cleaned. Unfortunately this technician took it upon
himself to clean the boiler at no charge to Mr***. Remember when we arrived the day before the
boiler was already operating and when the intermittent problem serviced, we
proceeded to replace the part that prevented it from operating. Once this part was replaced we were able to
get the boiler operating again. We don’t
replace parts unless they are defective, regardless of what Mr*** would
like you to believe. Second the technician
who went to Mr***’s home the second time cleaned this dirty boiler at no
charge. I should forward a bill for over
$dollars for the service that we recommended the day before Mr*** wants you to believe we replaced a
part that did not need replacing. We
replaced a defective part. This does not
mean I warranty a boiler that is old and dirty as Mr***’s boiler is. Mr***’s accusations and knowledge of the
whole process is inaccurate. In Conclusion we were working diligently to solve Mr
***’s problem. In this particular
case he had multiple problems with his boiler.
He chose to only fix one of the multiple problems. With the age of this boiler we also gave him
the option to replace his boiler. He
also declined that option too. We always
present options so the customer can make an intelligent decision on repairs
needed. In this case Mr*** made a
decision after being presented with all of the facts. His decision was to replace the defective
part only. Unfortunately, he should have
performed the cleaning as we recommended the day before. I can’t control the outcome, especially when
we present multiple items that need to be repaired. He received over $worth of service,
for the price of only one repair.
Remember we did not charge him for the second call. At this time we will not be refunding
anything due to the fact he received more than he paid for originally.
Sincerely,
*** *** Vice President

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowFirst off I would like to sincerely thank Mr*** *** for giving me this opportunity to respond
They claim: We were called to Mr***’s home on Friday
February 27, for no waterIncorrect, I did not call themI input a web page request for a
quoteFive minutes later their office called and said they would send someone
over to look at it. They claim: During the
initial phone call, Mr*** was adamant that we waive our $
dispatch feeThis is not trueThere was no mention of a dispatch fee over the phone
After their tech looked at it and gave me a $quote for a new water pump,
hose and fittings, I was told they would waive the dispatch feeThey claim: So at this time, before we even stepped foot
on his property, we deviated from our charges to try to make Mr***
happy. Once we arrived we discovered
that Mr***’s well was not producing any water. We performed our test and came to the
conclusion his pump was not workingIf on the other hand they were a good reliable
professional plumbing company, they would have looked further knowing how cold
the weather was at the time, and did a quick check in my well to discover the
frozen condition and provided me with the proper quote.
They claim: On Saturday February 28, my technicians arrived
to perform the repair. The technicians
disconnected the pipe from the well to the pipe going into the home. They defrosted this connection and asked Mr
*** to turn the pump on. Once the
pump was turned on, they discovered that the line going into Mr***’s home
was frozen. Mr*** was aware of the
frozen pipe for a couple of reasonsFirst, my technicians told him, second, he was watching
and taking pictures during the whole processObviously, but I only took one picture that day and
can PROVE IT! They claim: By
discovering the frozen line, my technicians actually saved Mr*** money by
not replacing a pump that was working fineIf this were a true statement, why did
they not proceed to defrost the pipe instead of using a pound sledge hammer
and a half inch copper pipe and driving the copper pipe directly through the
wall of my line? Saving me money is an absolute statement, because when
the bill arrived in the mail, they charged me more than the $3800! I can prove
this also! They claim: Mr*** is exaggerating what my technicians
performed with the copper pipeNot in the least and would testify the exact same verbiage
in a court of law. They claim: The technicians inserted a pipe inside the pipe for a
couple of reasons. First they needed to
get a measurement on how far down the line it was frozenWho measures with
a copper pipe? I’ve always used a tape measure! They claim: Second they tried to see if they could break the ice
up without excavating the lineIt’s ludicrous to think you can break up ice in a pipe not
knowing how deep it is, therefore, why didn’t they just DEFROST it? Because
they knew that once they drove the copper pipe through my line, they would have
to dig it up and use up the money they had quoted meThere is obviously no
other sane reason! They claim: Once the pipe
was uncovered, we discovered Mr*** had three different splits in three
different locationsThis is a statementTheir technician showed me a
SINGULAR split which was more than obvious that it was the damage they did with
the sledge hammer and copper tubingThey claim: To say we caused these splits or damage to his line is
absurdIt
is the absolute truth, there was nothing wrong with the line, and again I would testify this to be absolute truth in a court of law. They claim: We replaced the whole line and sleeved it, so if he
wanted to add heat tape at a later time he couldWhat they didn’t tell me about the heat
tape, is that you can only use heat tape on rigid plastic pipe, not the soft
black piping used for wellsThey misled me on that as well, in all probability hoping I would melt
the pipe with heat tape and have to call them back so they could take me to the
cleaners again! They claim: . The original
repair would have been performed in less than a half a day. There was no other way to repair this lineThat’s not what I
have been told by other plumbers, who suggested hot water to thaw the pipeThey claim: Mr*** was not scammed as he would like you to
believeMost
definitely scammed, and they are defending their position because they were
caught by someone who put two and two togetherI myself by trade am a laser
& mechanical micro-drilling process engineering technicianI measure in
microns on a daily basisI tune and repair lasers, repair, rebuild and build
engines, full size and scale models, & I also build and repair electronics
I also perform my own small plumbing jobs and have replaced my own water heater
a couple of times now since I’ve owned the houseFrom now on I will be doing
my own well pumps as wellAgain, they are merely defending their position
because they were caught by someone with a brainWho in their right mind would
try to clear a soft plastic pipe of ice with a sledge hammer and a piece of
copper tubing, let alone measure with it? By this rationale, I should use a
piece of string to measure a micron? They claim: We went back on March 3, to explain everything to
him again. Once there, we reminded him
and showed him again on what we performed.
At that time he became angry and threatened legal actions against us. We tried to reason with him, unfortunately
his mind was already made up, regardless of what we showed him and explained to
himIt was
at this time they told me they were saving me $1000, and if they wanted to be
“Jerks” about it, they could charge me the entire $3800! And as I mentioned
previously, when the bill came in the mail, they did charge me the full $3800!
Now if that isn’t underhanded, shady, or just plain dirty unscrupulous business
owners acting in an uncaring unprofessional manner, I don’t know what isWhat
kind of unscrupulous business tells you they saved you $but charges you
the full quote when the bill arrives in the mail? Auchinachie that’s whoIt
must be one of the reasons there are scores of bad reviews posted on the
internet about their ‘business practices’ that supposedly save people money. They claim: Unfortunately at this time we still stand by what we
originally performed at Mr***’s home.
If you care to discuss further please feel free to call me at my
office. Since they charged me $for: Ruining
my well head pipe and lying to me, Messing around all day digging in frozen earth,
A four foot long piece of black plastic well head pipe, A one foot long piece
of rigid plastic pipe, A stainless steel elbow, A five foot long piece of wire
to re-connect my well pump to the controller, A mess to clean up in my yard
surrounding my well head, & a hole in my sidewalk that I have to re-patch,
I feel that justice would be served by returning $of that $3800, as I feel
$is more than sufficient to compensate for their unprofessional,
unscrupulous business practices and the work they did, as well as their
unprofessional treatment of me, the customer. Regards,
*** ***

I am in receipt of *** ***’s complaint. After careful review, we were able to correct all of the issues that *** and her husband had with this system. It was unfortunate that it took as long as it didWe were working closely with the manufacture, where we had to go back to the job
to make the necessary adjustments they were advising us to do. The piping that was reused was confirmed to be the correct size from the manufacture. No re-piping was necessary as the other contractor has advised After these adjustments were made, the ***’s have confirmed to days later that everything is working the way it is designed tooIn conclusion, our customer service team performed everything we said we would. At this time, the ***’s are happy with all that we have performed and don’t have any other concerns with this installation. If you have any further questions or concerns please feel free to call me at ###-###-#### Sincerely, Chris HVice President

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI am totally flabbergasted with the response from Auchanahie. Their statement"They jumped through hoops for me?" ..My requests for them to return to look at furnace were explained as "Complaints", which is Exactly right. When I called Auchanahie I expected to receive service and to have the furnace WORKING. I did not expect service for FREE, I expected to have the FURNACE RUNNINGAlso Auchanahie did not call me with a follow up call, they called me AFTER I CALLED OFFICE TO Complain My Tenants still had NO HEAT. After days of getting No-Where, and they telling me I better call the people who installed my furnace .... They walked out ....Knowing my tenants were without heat!!!! That is unacceptable!!!!
On January Both my Tenant and I decided to call ***,since the furnace was still not running and Auchanahie refused to get furnace runningThey came, matched motor and installed brackets and motor, same day!!! I only wish I had called them first, because now my Tenants finally have heat
*** ***

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 Mr***. After reviewing all of the paper work regarding this install, I would like to share with you ALL
of the facts pertaining to Mr***’s installWe installed an air conditioning system in his single story, double wide home. This home is set on a concrete foundation with the correct insulation under it. The problem lies with the lack of insulation in the roof. The insulation in the ceiling is nonexistent, and to make matter worse the roof is painted black. We oversized the new equipment to accommodate the existing sheet metal duct work The equipment is oversized by 20%, if we installed any larger of a unit, the equipment would not work properly with the space and the existing duct workThe system maintains degrees on most days. On the days that are above and sunny the home will maintain temperatures of to degrees. Again this is because the insulation is not adequate in the roof. We have explained this to Mr*** many times. We have even gone to the extreme of showing him the problem area with our thermal imaging camera. This camera, precisely measures the temperature of the air entering the room from the floor registers. The temperature at all of the registers is entering the home at a design temperature of to degrees. We then scan the ceiling with this camera to show him that the temperature at the ceiling is degrees. Again this is caused by a combination of two things, the lack of insulation and that the roof is black. Unfortunately his home lacks any kind of shade from trees This preexisting condition needs to be corrected by a roofing contractor and/or insulation contractor. We have shown him this at least to four times, unfortunately he does not want to accept these facts that we have shown him. We have a video showing the results I just mentioned above to prove this. At this time there is nothing further we can do for Mr***. If you should have any further questions or concerns please feel free to call me. Thank you for your time Sincerely, Chris HVice President

I am in receipt of Mr***’s response to my details of what took place at his home. I reviewed his file again After reviewing all of the notes again, we still stand by our original statement that he received the service he paid for. In conclusion Mr*** was offered a solution on how to repair his concern which was not part of the contract. Mr*** chose not to have us fix it. I will stress again if Mr*** would like to revisit the solution to fix his concern, we will be more than willing to quote the repair again. Otherwise at this time there is nothing else we can do to solve his concern. If you have any further questions please feel free to call me thank you 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 Mr***. After reviewing all of the paper work and
recordings regarding his concern, I would like to share with
you ALL of the
facts pertaining to Mr***’s concern
We were called to Mr***’s home on Monday October 5,
2015. During the initial phone call, Mr*** was adamant that we waive our $
dispatch fee. We informed him that we
would waive the charge if he proceeded with the work we proposed. After listening to the recording, which I
included, you can clearly hear that he understood there was going to be a
charge for us to come to his home. In
regards to the way we write proposals, I am sorry he does not like our
methods. This in turn does not warrant a
refund.
In conclusion, my technician was looking out for Mr
***’s best interest. We were at Mr
***’s home for over two hours informing him of what needed to be performed to
fix his problem. I see Mr*** did not
include the email I sent him explaining our stance regarding his demand for a
refund. We went above and beyond to work
with Mr***. His exaggerations to the
details regarding to what actually happened is sad to say the least. My employees would never come out and say “you
are going to get it done cheaper”. It is
not uncommon that customers use us to diagnose what needs to be completed and then
have their handy man complete what we originally diagnosed for them. At this time, we still stand by our original decision, we will not be refunding Mr*** 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 Ms*** *** response. After reviewing this I have come to the following conclusions: *** had two problems with her equipment as I stated in the first letter. The second problem did not arise until a day after we were there. I will say it again, someone else worked on the furnace after we were there. My technician asked the tenants if anybody else was were working on the furnace that first day? The tenant’s response was, “there was an electrician doing work on the motor”. There was evidence there was a part added to the blower motor that was not there the day before. The tool bag was still sitting beside the furnace when we returned the next day, which was not there on the original first call. *** can be flabbergasted as she claims. However, the tantrum she displayed on the phone the next day was ridiculous. She demanded that we credit her for the work we did the day before and then fix her furnace for free. We explained and presented her the facts of what was going on with her furnace. She did not want to believe us and became very irate, demanding to talk to a manager. Unfortunately, the manager did not talk to ***, since *** hung up on us before the manager had the opportunity to talk to her. Bill the technician who went to her house, has over years’ experience in repairing and servicing equipment. He explained, in precise detail of all that was going on at this property. *** has old equipment that she wants us to repair at no charge. I am sorry but it does not work that way. The reason she called us, and had us come out on a holiday weekend, was probably because she could not get *** to come out during that holiday weekend. Remember, we went to this house three timesThe first time, we repaired the furnace and everything was working fine when we left. The second time was the same day. When we arrived the second time, the furnace she said was not working was working. The tenants were even confused on why we were called back by ***. The third time was a day later, this time the blower motor was bad. The same blower motor that the electrician added parts to the day before. The two additional times we were there we did not charge *** a dimeIn conclusion, we take great pride in making sure our diagnoses are correct We presented all of the options and pricing regarding what needed to be performed the third time at ***’s apartment. To make these claims after all we did for her is silly. *** knows she had additional problems with her system after the original call that day. Unfortunately, Auchinachie Services is not responsible for those additional items as *** would like you to believe. At this time, there is nothing further I can do for *** in regards to her furnace. If you have any further questions please feel free to call or email me. Thank you for your time Sincerely, *** ***

December 16, 2015I 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 Mr***. After reviewing all of the paper work
regarding this repair/replace, I would like to
share with you ALL of the facts
pertaining to Mr***’s issueWe were called to Mr***’s home on November 1,
for a no heat call. Once on site we
discovered that Mr***’s boiler was old and in bad shape. We provided the cost of the repair, at this
time he was interested in the cost of replacing the boiler. Our Comfort advisor Mike Hwas now
dispatched to his building to discuss the options of replacing the boiler. Mike proceeded to give Mr*** a proposal
to replace his boiler. Mr*** signed
the proposal and on November 4, we installed the new steam boiler for Mr
***. After the install we left all of the owners and operation
manuals on the boiler. Mike tried to get
the paperwork Mr*** was asking for. In doing so Mike copied the wrong paperwork, once he realized his error,
Mike corrected it, and forwarded Mr*** the correct paperwork. We apologize if this caused Mr*** any
inconvenience. On January 5, we contacted Mr*** to remind him
about servicing and cleaning his boiler. At this time we informed him there would be a $dispatch fee for us
to come to his home. There was never any
mention of a $special as Mr*** would like you to believe. We also informed him that if we perform any
work this $fee would be waived. He
agreed to our terms and we set the call for January 6, 2015. Once on site, Mr*** was given five
different options for the servicing of his boiler. He chose the option that we performed which
was $236.52. After we completed the
service, Mr*** was called from our office. Unfortunately he was not available, so we discussed everything we
performed with his wife. We informed her
that if they had any questions to feel free to call back with whatever questions
they may have. We never heard back from
themOn October 16, Mr*** called expressing concern
about water leaking from his boiler We
scheduled the call for October 19, 2015, almost two years since we were at his
property for the original boiler install. Once on site we discovered that the leak was not coming from his boiler,
but instead from a pipe over feet from the boiler we installed two years
ago. Mr*** believes we should be responsible
for existing piping that we did not install. When we made our connections to this pipe two years ago it was fine, If
not, we would have recommended changing it two years ago. After reviewing his proposal the only
warranty he has is a manufacture warranty which covers the cast iron
sections. No warranty would have covered
a leak, on existing piping, feet from the boiler. In conclusion, I want to make Mr*** happy. When he called and voiced his displeasure
about everything we have performed for him, and demanded money back. I decided to go the extra mile an offer him
his next cleaning at this property and to do the next cleaning at his home at
no charge. I thought I was going above
and beyond since those two cleanings are valued at close to $500.00. Unfortunately he declined our offer. On all of these visits to his property we
always offered him numerous options to do the repairs and replace. He always had options and he could have
always said no. Mr*** wants you to
believe it was our fault since time was of the essence for him. My company was available and efficient all
the times we were at his properties. Now he makes accusations that we performed a” bait and switch” and that
we “overcharged” him, which never happened. I have to ask if he really felt this way, why did he keep coming back? We performed a service for him, every time we
performed a service he was presented with prices first. If he did not like those prices he could have
declined the three proposals. Instead it
makes me wonder why he decided to perform all three of these proposals all at
separate times. I will still honor the
original offer, other than that there is nothing further I can do for Mr
***Thank you for your time in this matter. Sincerely, Chris HVice President

Although I strongly disagree with the response from Auchinachie, I am considering the matter resolved given the fact that another company repaired my furnace. I admit I do have poor credit, which limited my options in regards to replacing my furnace. However, I was quoted a price of $6000-9000, which is outrageous. After the 2nd company came and repaired the furnace, Auchinachie then said they have other furnace options...in the $range. This was not made aware to me at the time of the service call. Perhaps I would've been much more able to come up with $rather than $6000-9000. It appears to me that they wanted to make the biggest sale possible rather than providing me with more affordable options given my credit situation. The company that did in fact come and repair my furnace did a CO reading and it was a reading of ZERO. I was told that anything between zero and seven is within safe limits. I have had no issues with not feeling well since the furnace was turned on on 1/4/16. I also have THREE CO detectors in my home I may in fact need a new furnace down the road, but at least that company didn't leave me without heat for three days in January! I stand by my complaint and feel that because I am a young woman, I was taken advantage of and not given all of the available options that could've been provided to me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please read my attached latest response to Auchinachie
Regards,
*** ***