Autosafety Driving School

The client called into our office on 01/25/16 stating the oil boiler was leaking.  On 01/27/16, our technician was out to the client’s home to diagnose the boiler.  The technician observed raw fuel oil leaking out of the drain hole located in the burner chassis.  To properly diagnose...

the source of the leak, the technician opened the transformer and visually inspected the following components: end cone, oil nozzle, high pressure oil line.  Unburned fuel oil was observed in the blast tube and chassis, indicating poor ignition.  At that time, a transformer field test was completed and intermittent operation observed.  Due to the age of the equipment (20+ years old), our technician recommended a replacement transformer and an upgraded oil burner safety control.   Our standard book price for both components is in excess of $900, which the customer declined this option.  The customer was presented a second option of replacing only the failed transformer (not upgrading the safety control) with approximate cost of $487, which the customer also declined.  The customer insisted the work being completed free of charge which was not an option as the customer does not have a warranty, or plan with our company, Sobieski.  Unhappy with this diagnosis and price, the customer called into the Customer Service office demanding a Manager.  The General Manager contacted the client and went over the complete diagnostic, offered the repair again along with a one year warranty on replaced parts with option to apply the immediate repair cost ($487) towards replacement within one year, suggested the client contact their oil company for a second opinion, and the client still refused the repair.  The General Manager also authorized the part to be picked up at a local vendor, making the part available if the customer accepted this option after hours.     The customer’s complaint involves a dispute of $487, which the customer has never paid and has not accrued any charges from Sobieski during this visit.  At this point, Sobieski is not prepared to offer any settlement with this client, as there were never services rendered or paid.

Our company has reached out to Miss [redacted] at the number provided.  We have left a message on her voicemail.  Due to the circumstances, we would like to send out our Service Manager to give the customer's boiler a thorough evaluation.  Any install related issues will be...

addressed and fixed immediately.  We apologize for any inconvenience this may have caused.

At Sobieski Services we strive to meet the expectations of every customer.  I would like to apologize for the unsatisfactory experience Ms. [redacted] has experienced & would like to get the matter resolved.  If Ms. [redacted] can attach a copy of the quote from Excel HVAC I would be...

more than happy to review the and verify the quoted work is exactly what Sobieski performed.Thank You, [redacted]Office Manager