Auchinachie Plumbing & Heating

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 would like the opportunity to respond to Chris H.’s message. I
had a chance to talk to my grandson about what he found when he fixed my boiler. To answer your question of why I didn’t call him first instead of two other contractors is because I don’t like to bother him. It is also my prerogative if I would like to hire a HVAC contractor instead of calling a family member. My grandson is very talented and his former career was with *** Heating and Cooling. He
installed heating and A/C equipment and was also a service technician
there for six yearsMy grandson told me that the part he replaced on my
boiler was called a “thermal coupler” and it allowed the heat to come
back on in my house. My grandson also told me that if
there was several cracks or holes in the boilers heat exchanger, water
would be leaking onto the floor and it would be very apparent. When my grandson pointed out to me where the heat exchanger was I did not see any water dripping or puddling anywhere. My grandson did not find any signs of water leaking anywhere either. I
was told by my grandson that Paul explained to him that the leaking
water had extinguished the flame from the thing called a pilot and that
was why my boiler was not working. Paul also told me that
the leaking water put out the pilotHow is it that Paul with years of
experience, as quoted by Chris H., “discovered several cracks and small holes in the heat exchanger, which showed signs of water leaking,” but neither me or my grandson could find any signs of water leaking around the bottom of the boiler? If that was really the problem I should have seen some water. Paul did show me some pictures on his camera, but I am not a HVAC expert and didn’t know what I was looking at. I did know that if the water was not actively leaking I did not want to replace the boiler. I never thought I had the option to repair my boiler until I spoke with my grandson. I would have liked the option to repair it and see how long it would last me. I am on a fixed income as I said before and not that many people can afford to spend thousands on a new boiler. I don’t know why Paul told me that his $fix would only last two days and was adamant that I needed to replace my boiler. Paul did not explain to me that I could replace the thermal coupler like my grandson did and keep an eye out for water leaking. Paul insisted that boilers were dangerous and could explode and used fear tactics to leverage me to buy a new boiler. My grandson replaced the thermal coupler on February 20th, and it is still heating my house with NO signs of water leaking. How is it that a “two-day fix,” in Paul’s professional opinion has lasted over six weeks now? Quoting Chris H., “Paul
who has been performing service work for over years gave his
professional opinion on what he believed should have been completed,” and “Paul further explained trying to repair a boiler over years old would not be in her best interests.” Paul was wrong in his diagnosis and it almost costed me $14,000. How is it that fixing my older boiler to get it working again for who knows how long is not it my best interest. Paul failed to give me the option of repairing it and risking it breaking down again. He never explained to me that if he made his $repair that it could work for a few more weeks or a few more years. He flat out told me it was a two-day repair and my boiler needed to be replaced. Paul should have given me all the facts and allowed me to make a decision on what works best for me and my finances. If
Paul had repaired my boiler for $and told me that this might last
two days or it could last a few months or a few years I would have went
with that option. If the boiler then broke down after a
few weeks or a few months I probably would have called back and had him
replace the boiler then. But I have lost trust in your company because of Paul’s pushy and deceitful sales tactics. Some people drive older cars and continue to repair them to keep them on the road because that’s all they can afford. The
same is with heating systems, some people are only able to repair their
old heating systems because that’s all they can afford. My
grandson explained to me that there was no danger in repairing my
boiler, other than having some water drip on my basement floor if it
started to leak. I am thankful that your company fit me
into the schedule but I am disappointed that Paul was only interested in
selling me a new boiler when all I really needed was a thermal coupler. Had
Paul explained to me all the facts and gave me the option to decide
what I wanted to do with my boiler I would have never contacted the Revdex.comRespectfully, *** ***

I am in receipt of the complaint filed by *** ***. I reviewed the complaint and discussed it with all the personnel from my company who were involved with dealing with the ***’s. After reviewing all of the paper work regarding this job, I would like to share with you ALL of the
facts pertaining to this complaintIt seems ***’s biggest concern is we did not offer financing during the repair. My technician is new, and at the time was not aware we offered financing on repairs. Once this was brought to our attention, we tried to rectify the error. We called the ***’s back and tried to get them approved for financing over the phone. Unfortunately due to their credit rating, they were declined for any kind of financing from the financial institution we work with. My technician claims *** was not even there when he was called to the trailer. My technician also claims he only dealt with Mr*** during the entire call. During this call, my technician was in constant contact with Mr*** on what needed to be performed. Throughout this call, my technician was in full communication with Mr*** on what he was doing and what needed to be completed in their trailer. Mr*** response was always “fix it, they have been without heat for a while” So my technician did just that. In conclusion, we repaired the ***’s heating system. To ask for a refund because they couldn’t get approved for financing is absurd. The price he was charged was a fair price based on the circumstances of the call. At this time, there is nothing further I can do for the ***’s. If you have any further comments or concern please don’t hesitate to call me. Thank you for your time 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, 2017 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, 2017 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, 2017 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 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, 2017 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 12:30pm. At 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, 2018 complaining again there was no heat. Bill 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 call. On Tuesday January 2, 2018 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 H. Vice President

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 charges. To claim that we false advertise is absurd to say the least.  We kept [redacted] informed on everything we were doing to help solve her drain blockage problem. Again, 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 decrepit. The 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 normal 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 later. We 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 H. Vice President

I am in receipt of your complaint filed by Mr. [redacted].  I reviewed his complaint and discussed it with all the personnel who were involved with dealing with Mr. [redacted].  After reviewing all of the paper work regarding this repair, I would like to share with you ALL of the facts...

pertaining to Mr. [redacted]’s concern.  On May 3, 2016 we went to [redacted]’s home to disconnect an existing drinking system in the kitchen.  This system that we disconnected was be being relocated to his other home.  My technician disconnected the system by cutting the existing line more than a foot away from the existing valve that broke.  He continued to install the drinking system in the kitchen and connected onto the line he cut earlier with a new coupling. Later that day we received an irate call from [redacted] himself saying we flooded his home.  We dispatched the technician that was there earlier to investigate the problem.  When he arrived, he noticed a valve had broken. He also noticed the way the valve was broken was very unusual, since vales don’t break.  During his investigation he checked the incoming water pressure entering [redacted]’s home.  He discovered the system was operating about 47psi higher than it is supposed to.  He documented that the operating pressure is almost twice the normal operating pressure (we have pictures of the test gauge showing our findings). He furthered investigated that the valve that broke, is only certified to operate at 120psi or less.  After the investigation, he came to the logical conclusion, the system spiked after we left to over 120 psi causing the valve to break period.  [redacted] would like you to believe we were trying to wash our hands of this, not so.  Once we discovered what caused the problem, we tried to explain this to [redacted].  Unfortunately [redacted] did not want to comprehend the facts. Once we discovered what created this problem, we could have just left.  We did the opposite, we stayed and helped vacuum the water the best as we could, and did not charge him for the repair that we did not create.  Again great customer service.     We did not create this problem.  If we created this problem we would take full ownership of it.  All the facts prove this.  I could not with good conscience, take ownership of his problem.  I passed all of this information, pictures of the test, the broken valve, onto my insurance carrier.  They agreed with all of the FACTS that this problem was not created by us.  In conclusion, [redacted] believes that because we are a multi-million dollar business we should take ownership of a problem we did not create; this statement makes no sense to me at all.  As of today my insurance company continues to support that we did not create this problem. If [redacted] does not address the pressure issue at his home, unfortunately this will happen again to him.  Regardless of [redacted]’s lack of fully understanding the situation, we will not take ownership of something we are not responsible for.  At this time we will not be refunding [redacted] for either the faucet transfer or the water softener. To ask for this refund is just silly.  After reading his complaint and his desired settlement, it makes you wonder what he is really trying to achieve here.  If you have any further questions or concerns please don’t hesitate to call or email me.  Thank you for your time.    Sincerely, Chris H. Vice President

I am in receipt of [redacted] response.  I am confused on why he thinks he is being over charged.  As you can see we were offering him huge discounts to help him with his problems.  [redacted] had over three weeks to analyze the quote we provided him.  If he had any questions or concerns with the proposal he should have asked or canceled the job.  He did neither.  Our policy includes to ALWAYS informs the customer of all charges associated with the job.  Those charges are ALWAYS presented to the customer before any work is performed.  Again [redacted] had three weeks to cancel the order if he really felt he was being over charged.  We jumped through many hoops for [redacted]; we offered him many discounts and solutions to his problems.  At this time, we will continue to stand by our original decision on the way we present pricing to our customers.  If you have any more questions or concerns, please don’t hesitate to call or email me.  Again thank you for your time. Sincerely, 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. Their 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’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, 2017 [redacted] called my office at 10:34 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 [redacted]’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 pan. At this time, Jeff gave [redacted] options to insulate the tank and replace the pan that was cracked; [redacted] chose that option. Since this job was an hour away from our shop, we agreed to perform the work on August 4, 2017. On August 4, 2017 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 [redacted]; 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 [redacted], 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 no. Since 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 13 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, 2017 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 [redacted] 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, 2017. On August 25, 2017 Jeff my senior technician went back to [redacted]’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 $1300.00 dollars.  We informed [redacted] we would do this for $600.00 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 13 year old tank was not damaged by us and he knows it.  In the short time dealing with [redacted], 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 me. Again thank you for your time. Sincerely, Chris H. Vice President

I am in receipt of Mr. [redacted] response to my response.  I reviewed it again with the technicians who
were at Mr. [redacted]’s home.  We still stand
behind my original decision.  I reviewed
ALL of the facts again pertaining to Mr. [redacted]’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

The company says that I was not around for the technicians visit, however it is my signature on the payment receipt. The 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 would.. that never came. However they say that the tech was new and made a mistake. The issue is I called their # right after he left and got an answering service woman who said someone would call me back. Just a few minutes later a man named rob called me and I let him know what was going on. He asked to call me back shortly so he could call the tech. When 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 fine. So 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 call... That call never came.. so we called again to find out what was going on.. talked to a woman named Kristie that said she would look into. Then 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 husband.. that call never came either. When 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 option. And 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 back.. which 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 fixed. But 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 Monday.. that was a few weeks ago and still haven't heard anything. We 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 new. Unfortunately 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 below.I don't even know where to begin. Mr. [redacted]'s ability to
ignore the complaint entirely and rewrite history is astounding. My last two
letters have given all the specifics. Nothing 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. [redacted]'s
diagnosis WAS the cleaning. He was clear that this was not a pre-emptive step. The 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 false as I have already stated. They replaced the meter
Monday morning. Monday 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 was. How 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
maintenance. They key point is that they noted no pressure difference after
replacement. Again, the gas pressure was a red herring, as I have already stated and Mr. [redacted] has already
ignored.
I really have nothing more to add. My previous letters are
factual and true.
I still request a refund of $169.27.
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.
It is apparent that Mr. H. has ‘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 $106 social visit to obtain a
proposal that fails to meet any acceptable industry standards for contracted
work.
Regards,
[redacted]

I am in receipt of Mr. [redacted]’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. 
As you can see Mr. [redacted] likes to be augmentative and a
bully.  He did contact us, through email
or phone does it really matter?  Bottom
line is we responded to his emergency in a timely fashion.  He was aware of the dispatch fee regardless
of what he wants you to believe.  Mr.
[redacted] is correct that we waived the dispatch fee; however we waive the
dispatch fee for all customers who proceed to have the work performed by us.  Again, this is how we conduct business for
all of our customers, including Mr. [redacted]. 
However, in his case, he was very adamant that we waive this fee before
we come to his home.   My technician broke protocol and waived the
dispatch fee before he went.  He made
this decision based on a couple of reasons. 
One, he was a repeat customer. Two, he acted like he was in dire need of
our after hours service.
When the technician tested the pump, the reading he
received indicated the pump was bad. 
Looking back, the pump must have been in a thermal overload.  This happens when a pump is trying to move
water and it can’t.  The technicians the
next day were able to diagnose that the pump was in fact good.  These technicians did their due diligence by
not replacing a good pump.  They investigated
deeper and found that Mr. [redacted]’s water line coming into his home was frozen, and
had THREE splits due to it being frozen. 
There is no logical reasoning for them to make this up, regardless of
what Mr. [redacted] says.  These technicians
also spent the day digging a trench by hand in single digit temperatures to
solve Mr. [redacted]’s problem.  These
technicians should have called the shop and had a backhoe brought to the
job.  They did not follow standard
protocol and were doing everything possible to fix Mr. [redacted]’s problem that
day.  If they would have followed
standard protocol, chances are Mr. [redacted] would not have had water that
day.  Along with that, Mr. [redacted]’s bill
would have been a lot more than what it was due to the fact we would have to
come back a second day with a backhoe.   Again, Mr. [redacted] is not informing you of
the whole story. 
In conclusion, we did not damage his property as he would
like you to believe.  We exposed the pipe
that was in the ground.  I don’t know of
any other way to expose that pipe without digging in his yard.  His theories of how the work could have been
performed are all incorrect.  First,
there is no way a copper pipe is going to split the plastic well piping as he
describes.  Second, heat tape is
installed on well piping all of the time. 
Whoever is giving him this info is incorrect.  Third, how do you defrost a line that is
buried with hot water when there is no water in the house?  I can go on with all of his ludicrous
remarks; however, I think you get the point. 
On that Saturday we jumped through many hoops to solve his problem,
especially while working outdoors in single digit temperatures.  As I mentioned previously, we had two men
there after hours, for a full day repairing his line.  This again, is the reason we continue to
stand behind our original decision in regards of not refunding Mr. [redacted] any
money.  Again thank you for giving me the
opportunity to explain the whole story. 
If you have any further questions please feel free to call me at my
office. Sincerely, Chris H.

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. [redacted]‘s issue. First, 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 [redacted]’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 project. I 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 $99.00 plus tax trip charge. As 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 [redacted]’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 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.
You dealing with Mrs [redacted], not Mr. [redacted] and your response is unacceptable. I 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 your complaint filed by Patrick
[redacted].  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 this repair, I would like to share
with you...

ALL of the facts pertaining to Mr. [redacted]’s repair.
First my technician was always working in the [redacted]’s
best interest as Mr. [redacted] would like you to believe otherwise.  The boiler is eleven months old, and every manufacture
recommends yearly cleanings.  Since the
boiler was due for a cleaning and it was not operational, my technician
performed the first step to any repair. 
He cleaned the boiler to make sure it was not the dirt that was preventing
it from performing properly.  Again the
manufacture recommends doing this yearly, so he was doing the proper steps
first. 
After the cleaning was completed the boiler was still
having issues.  [redacted] performed test with
the help of the manufacture and they both came to the conclusion that a certain
part was failing.  [redacted] also noticed the
[redacted]’s were not the original home owners. 
Since they were not the original home owners, any warranties on the
boiler were now null and void.  [redacted] knows that home owners can transfer any remaining warranties for $250.00.  Again [redacted] was looking out for the [redacted]’s
best interest, so he informed them of this and gave them the option to purchase
this extension to their system.   They
purchased the warranty extension and we ordered the part.  We were just trying to prevent them from
paying more. 
Unfortunately when the new part was installed it did not
solve their problem.  This in turn made
[redacted] investigate further into their problem. 
Again [redacted] called the manufacture and explained that there were further
issues with this boiler.  While working
with the manufacture and many hours of testing, they thought they came to a
solution to what was causing the problem to the [redacted]’s boiler.  The solution they both agreed was the
pressure from the local gas utility was fluctuating.  [redacted] waited for the local utility company to
come, and once they arrived [redacted] explained his thought process with them.  Once the utility company started to make
their necessary repairs [redacted] left.  The
utility company would not have made any repairs if there were no issues. 
After the utility company performed the work it had
too.  We received a call that the system
was still not operating.  The [redacted]’s
informed us they did not want us back in there home.  They also wanted us to refund the money they
had spent. So we refunded everything except the price for the cleaning.  The price for the cleaning should have been
$232.00 however we reduced it to $150.00. I am not going to reduce it any
further.  The refund they are asking for
makes me wonder why they are asking for $160.00 when all they have spent was 150.12.
 In Conclusion we were working diligently to solve their
problem.  Sometimes problems are not as
black and white as we would all hope for. 
Unfortunately in this case the problem was not an easy fix; however we were
willing to continue until we solved this problem, at this point there was not
going to be any additional charges since they paid for the warranty
transfer.  The first charges were for the
original clean and warranty transfer. 
The other charge was for the time for we spent to diagnose [redacted]’s
problem and the time spent showing [redacted] what we discovered.  What I find concerning is [redacted] never called
to inform us what their findings were.  I
also find it interesting that the [redacted]’s never mentioned in their letter to
you on what the problem was or who fixed it. 
If you have any concerns please feel free to call me at my office thank
you.
 
Sincerely,
[redacted]
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. I am just blown away at how arrogant and disrespectful the response is from Chris. Acting as if they did above and beyond what they should have done when their own employees admitted that they should have done more. And we are supposed to believe that it was just a coincidence that they were there just hours earlier working on that same system. Not a single person that has heard this story has agreed with that. Chris failed to address that they installed the system less than one year ago with a 10 year warranty, they don't accept that it was there equipment that failed either way? Furthermore, he also doesn't address that they have given 3 different excuses as to why the valve failed; faulty valve, high pressure and "old" valve. Which one is it? I have no interest in a refund, I only did this so other people would read this story. And still, no sympathy that the equipment they installed failed and flooded our home. I would love to see these pictures of the pressure test.
Regards,
[redacted]

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] $169.27
 
 
Sincerely,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The business was here yesterday and worked on the air conditioner and the only other issue to be resolved is the system runs continuously all day long, but hopefully this will also be resolved soon.  Thanks, [redacted] and [redacted]