Response to Complaint # ***First, please allow us to apologize for the delay inrespondingBecause of the nature of our business, it took some time before wecould give the complaint our full, undivided attention After carefully reviewing the customer'scomplaint, we feel the
best solution isto arrange a meeting with Mr***, myself and a representative from theRevdex.com as a mediator to discuss the matter in person. It was not brought to our attention at anytime during orafter we provided service, that the customer had a concern or was dissatisfiedin any way with our rates and/or abilities, so it was puzzling when we receivedthe complaint through the Revdex.com.We have the invoice which the customer signed authorizing usto do the work for $978.00. He furtherinitialed the task description and also signed the bottom of the invoice whichindicates that he "...acknowledges the satisfactory completion of theaccepted services/work regarding this contract/invoice, and, that the premiseswere left in satisfactory condition.” We charged our regular, standard rates which are asfollows: $service charge perservice call and $per hour for labor. We cannot answer for others, but are confident that our rates arecomparable with other legitimate (properly licensed, adequately insured, etc.)contractors in the area that provide hour emergency service. The boiler in question was unusual as it is rare to have anatural gas, forced hot water boiler to provide central heat and have aninternal tankless coil for domestic hot water requiring a diverter valve whichcontrols the water flow depending on which function was being utilized. This is the type of boiler the customerhad. The uncommon set up of this boileris one reason why it was time consuming to diagnose the problem. Other factors contributing to the difficulty in diagnosingthe issue were; that we did not have the parts on hand to aide in locating thedefective component, that these parts were not readily available at the localsupply houses and that supply houses are not open hours a day Wehave nearly forty years experience in the heating industry, the last twenty ofwhich as an independent contractor and admittedly, this was our first encounterwith this particular boiler (Weil-McLain Gold CGt). We deal with Weil-McLain products as well as severalother manufacturers on a daily basis and try to stock as many parts as possibleto address as many situations as we can. To have on hand every single part for every single boiler in notfeasible Even the local supply housesare not able to do this. We were,however, able to track down the necessary parts, but it took time andeffort. If the customer does not feelresponsible to pay for the time and effort involved in repairing his heatingsystem, then who is responsible? How cana company stay in business if it cannot recover the costs incurred tosatisfactorily complete a job, especially when providing these services 24/7,days a year?After the initial visit, the boiler was not operating withinmanufacturer’s specifications, but we were able to provide heat for tenant, whichwas Mr***'s main concern because of her age and wellbeing Not only did this allow the tenant remain inher home but prevented the baseboard heating and domestic water lines fromfreezing. It was extremely cold thatweek and if a line froze then burst; it could potentially cause thousands ofdollars in damage as well as loss of rental income in this particularsituation The customer stated in his complaint that the boiler wasonly two years old. Because of the ageof the boiler, the parts needed may have been covered under the originalinstaller's warranty. Since we had fixedthe immediate problem, why wasn't the original installer contacted to make theneeded repairs? We essentially bought the customer time to find anothercontractor if he felt we not experienced enough, unfair or too expensive after thatfirst night. And since the customer alsostated in his complaint that he could have easily located and retrieved theparts, why didn't he do so? Instead, hechooses for my company to track down the parts and continue the repairs. Then, without any communication on thecustomer's part, days after heat is fully restored to the property and the jobwas completed, we receive the complaint notice from Revdex.com andfind out the customer placed a stop on his credit card payment to usAll ofthis was done without any indication to us that he was not happy with ourservices. Who is the injured party inthis transaction?Why did Mr*** want us to continue our efforts tocorrect the no-heat situation, sign theinvoice and authorize payment? He had the opportunity at any time before wefinished to terminate the job. I am asensible person, and if a customer was unhappy with anything I did or with thefees charged, I would reasonably expect the customer would give me anindication to that fact. As a sensibleperson, if a customer was unhappy or did not want me to continue, why would Igo out of my way and incur the extra time and expense to correct the problemand help him out until the job was complete? The tenant had heat restored that first night,Mr*** could have said stopped the work at anytime, affording me the opportunity to cut my losses move on, butat no time did he do so. Mr*** also indicates that we had "several"complaints with the Revdex.com. We had two complaints in the pastOf course, we do not want to have any complaints, but, in addition to ourpreventative maintenance jobs and equipment installs, we average approximatelyservice related calls per year. Anycompany with this volume would be hard pressed not to have the occasionalcomplaint. We have an A+ rating with theRevdex.com and have no unresolved issues which shows our evident dedication tocustomer satisfaction. Mr*** evenmentions in his complaint that we were not the first contractor he contacted,but the only contractor to respond. Wewere extremely busy that day and into the night and still made time to addresshis problem. As stated in Mr***’s complaint, if we do not acceptwhat he feels my company shouldcharge, he will go to the Department of Business Regulation and Licensing, theAttorney General’s office, Channel and finally take us to court. I have no problem justifying my company’spolicies, business practices and the time spent on the task in question withthese or any other agency of his choosingI can't help to point out that thisentire situation could have been avoided with a simple phone call. That is why I am requesting a meeting with thehomeowner, myself and a Better Business Representative so we may come to amutually agreeable solution to this complaint and give the customer a betterunderstanding of what exactly was involved for us to restore his heat
From : [redacted] 3/7/2015Reasons why I filed the complaintwith the B.B.B.Response to [redacted] Heating / Revdex.com complaint # [redacted]1/7/15 Initial service call :1. ) When I called Mr. [redacted] for the first time, Iinquired whether he could repair a [redacted] Gold CGT Tank less boiler, andif he had experience with these type of boilers; to which he replied “yes”. Thiswas definitely not the case. After thefirst attempt….Mr. [redacted] received $ 256. Cash for 1.5 hours of trying tofigure out what was wrong, and reading the boiler manual, and a $64. Service callfee. My point is that if he is a trained professional, he should have known howto trouble shoot the boiler and find the problem. - $256.00 -STILL NO HEAT.When he left , He opened a check valve to allow the waterto move, but it still had no heat in the apartment. 2.) At this time, ( 1/7/15 ) I specifically asked Mr. [redacted] if he wanted MEto locate and buy any parts. His reply was “No”. My guess is probably becausehe didn’t really know what parts were faulty and he wanted to mark them up. Idon’t have a problem with a reasonable mark up. He nevermentioned that he charges $ 128. / hour to chase parts.Nobody in their right mind would agree to this.There are several ( 10 ) local parts distributors for[redacted] Boilers here in [redacted].. I will forward this List on request. The WeilMcLain Gold CGT boiler is a tank-less gas fired heating boiler which also heatsand supplies hot water. According to other licensed heating repair persons whichI have contacted , it is not ...⇄ in any sense of the word. It was 2 years old .The original installer was a licensed plumber ( not a true heating expert), andI knew he could not repair the electrical controls on it, so I did notcall him. The boiler controls were also out of warranty by a month.1/8/153. He returned on 1/8/15 in the afternoon, to try torepair it again. I was out of town, so I sent a person to admit him tothe property; who was waiting outside when he arrived.[redacted] Later …When I asked for an itemized bill, itstates “waited 25 minutes to be admitted to the property.” This is positively nottrue, and I suspect he is just trying to justify his price gouging techniques. Mr.[redacted] worked for 2 hours on 1 /8/15, and installed a new boiler CONTROLLER.The boiler then did the same exact thing when he tried it. ( No circulator pumprunning ) so he removed the new controller and put the old one back. STILL NO HEAT – wrong diagnosis. 2 hours @ $ 128. / Hr. ….Plus $ 64. Travel fee.For nothing - STILLNO HEAT4. ) He Returned again on 1/9/15 in the afternoon. Ireceived a call from his office girl that he ”was in [redacted]” and would beat the house in approx.. 35 minutes. I went right over to the house in no morethan 10 minutes, and he was already outside. A quick trip from [redacted] ? On theitemized bill….He claimed he was waiting for 25 minutes to be admitted to theproperty and charged for this. Positively not true. He thenwent inside, un-plugged the Honeywell actuator diverter valve, plugged the newone in…. and the boiler worked. ( nomore than 10 minutes ) This part retails for $ 138. I checked it. His cost isless. He then billed me for $ 978. 94 3. It was notitemized, and it is on his “Contract” form that you can’t read…..Until you signit, and are given the copy. The print is so small you need a magnifying glass.Copy for Revdex.com on request.Summary of billing :I paid him $256. Cash on 1/7/151/9/15 - $ 978. was billed to my Visa card.For a total amountthat he wanted of: $ 1234. I did in fact dispute this ridiculous charge with himat this time….outside at his van…in the street. He would not budge. My error wasthat: I did in fact sign it, just to getrid of him.I knew this charge was way too high and he charged forhours that I did not authorize and was not informed prior to his doing so ( Chasingthe wrong Parts ) 1/10/15 : I then called another licensed local company. ( PriorityHeating )[redacted]I carefully explained exactly in detail what[redacted] did…. and was given a quote of : $ 456.85 for the samejob.I can forward this estimate to B.B.B. on request.5. ) [redacted] billed me one hour @ $128. / Hour to callthe [redacted] boiler company and have them tell him what waswrong with it.He billed me two hours @ $ 128. / Hr. to “pick up parts”( The wrong Parts ) in [redacted]. I was not consultednor forewarned of these charges, and I never authorized this. Again…There areseveral [redacted] parts distributors here in [redacted].. (List of 10 distributors onrequest ). I then calledVisa and disputed the charge . I told them I would not pay for his chasingparts charges and calling Weil ...⇄ 4.McLain as I felt that he… as an expert, should haveknown how to fix it. I told Visa I dispute the charges in the amount of $ 476. Whichthey then removed . He still received $ 502.94 plus the initial $ 256. = aTOTAL of $758.94 that he has already received for 3.6 hours actuallabor and a $ 138. Part. This quotefrom Priority Heating is for the exact same job and wasfor $ 456.85 including the aforementionedparts as (This was quoted by Priority Heating Co. in [redacted].. –copy on request ) It seems thatat $ 758.94 ( which Mr. [redacted] has already received )He is actually pretty muchahead of the game by about $ 302. And hestill wants more. It’s not going to happen. He should accept it and run. Hewill be exposed if he messes with me. I have recentlyrenewed the dispute with Visa as of 3/4/15 for the $ 476. – I took off the charges for phone calls and chasingparts. He was not authorized by me for these charges. I would bemore than happy to meet with the Revdex.com and Mr. [redacted] on this matter at the timeof your choosing. I willawait a response from the Revdex.com before Icontinue with The Attorney Generals’ office, The News Media, and my attorneys.Be advised that if it comes down to that, a Sheriff will come calling onMr. [redacted]…..If only to protect other unsuspecting consumers from his business practices.If you want to see other complaints against [redacted]heating go to his SuperPages listing,and click on “reviews”.There are several on there. 5.It’s not only myself who has a problem with him. [redacted]
Response to Complaint # ***First, please allow us to apologize for the delay inrespondingBecause of the nature of our business, it took some time before wecould give the complaint our full, undivided attention After carefully reviewing the customer'scomplaint, we feel the
best solution isto arrange a meeting with Mr***, myself and a representative from theRevdex.com as a mediator to discuss the matter in person. It was not brought to our attention at anytime during orafter we provided service, that the customer had a concern or was dissatisfiedin any way with our rates and/or abilities, so it was puzzling when we receivedthe complaint through the Revdex.com.We have the invoice which the customer signed authorizing usto do the work for $978.00. He furtherinitialed the task description and also signed the bottom of the invoice whichindicates that he "...acknowledges the satisfactory completion of theaccepted services/work regarding this contract/invoice, and, that the premiseswere left in satisfactory condition.” We charged our regular, standard rates which are asfollows: $service charge perservice call and $per hour for labor. We cannot answer for others, but are confident that our rates arecomparable with other legitimate (properly licensed, adequately insured, etc.)contractors in the area that provide hour emergency service. The boiler in question was unusual as it is rare to have anatural gas, forced hot water boiler to provide central heat and have aninternal tankless coil for domestic hot water requiring a diverter valve whichcontrols the water flow depending on which function was being utilized. This is the type of boiler the customerhad. The uncommon set up of this boileris one reason why it was time consuming to diagnose the problem. Other factors contributing to the difficulty in diagnosingthe issue were; that we did not have the parts on hand to aide in locating thedefective component, that these parts were not readily available at the localsupply houses and that supply houses are not open hours a day Wehave nearly forty years experience in the heating industry, the last twenty ofwhich as an independent contractor and admittedly, this was our first encounterwith this particular boiler (Weil-McLain Gold CGt). We deal with Weil-McLain products as well as severalother manufacturers on a daily basis and try to stock as many parts as possibleto address as many situations as we can. To have on hand every single part for every single boiler in notfeasible Even the local supply housesare not able to do this. We were,however, able to track down the necessary parts, but it took time andeffort. If the customer does not feelresponsible to pay for the time and effort involved in repairing his heatingsystem, then who is responsible? How cana company stay in business if it cannot recover the costs incurred tosatisfactorily complete a job, especially when providing these services 24/7,days a year?After the initial visit, the boiler was not operating withinmanufacturer’s specifications, but we were able to provide heat for tenant, whichwas Mr***'s main concern because of her age and wellbeing Not only did this allow the tenant remain inher home but prevented the baseboard heating and domestic water lines fromfreezing. It was extremely cold thatweek and if a line froze then burst; it could potentially cause thousands ofdollars in damage as well as loss of rental income in this particularsituation The customer stated in his complaint that the boiler wasonly two years old. Because of the ageof the boiler, the parts needed may have been covered under the originalinstaller's warranty. Since we had fixedthe immediate problem, why wasn't the original installer contacted to make theneeded repairs? We essentially bought the customer time to find anothercontractor if he felt we not experienced enough, unfair or too expensive after thatfirst night. And since the customer alsostated in his complaint that he could have easily located and retrieved theparts, why didn't he do so? Instead, hechooses for my company to track down the parts and continue the repairs. Then, without any communication on thecustomer's part, days after heat is fully restored to the property and the jobwas completed, we receive the complaint notice from Revdex.com andfind out the customer placed a stop on his credit card payment to usAll ofthis was done without any indication to us that he was not happy with ourservices. Who is the injured party inthis transaction?Why did Mr*** want us to continue our efforts tocorrect the no-heat situation, sign theinvoice and authorize payment? He had the opportunity at any time before wefinished to terminate the job. I am asensible person, and if a customer was unhappy with anything I did or with thefees charged, I would reasonably expect the customer would give me anindication to that fact. As a sensibleperson, if a customer was unhappy or did not want me to continue, why would Igo out of my way and incur the extra time and expense to correct the problemand help him out until the job was complete? The tenant had heat restored that first night,Mr*** could have said stopped the work at anytime, affording me the opportunity to cut my losses move on, butat no time did he do so. Mr*** also indicates that we had "several"complaints with the Revdex.com. We had two complaints in the pastOf course, we do not want to have any complaints, but, in addition to ourpreventative maintenance jobs and equipment installs, we average approximatelyservice related calls per year. Anycompany with this volume would be hard pressed not to have the occasionalcomplaint. We have an A+ rating with theRevdex.com and have no unresolved issues which shows our evident dedication tocustomer satisfaction. Mr*** evenmentions in his complaint that we were not the first contractor he contacted,but the only contractor to respond. Wewere extremely busy that day and into the night and still made time to addresshis problem. As stated in Mr***’s complaint, if we do not acceptwhat he feels my company shouldcharge, he will go to the Department of Business Regulation and Licensing, theAttorney General’s office, Channel and finally take us to court. I have no problem justifying my company’spolicies, business practices and the time spent on the task in question withthese or any other agency of his choosingI can't help to point out that thisentire situation could have been avoided with a simple phone call. That is why I am requesting a meeting with thehomeowner, myself and a Better Business Representative so we may come to amutually agreeable solution to this complaint and give the customer a betterunderstanding of what exactly was involved for us to restore his heat
From : [redacted] 3/7/2015Reasons why I filed the complaintwith the B.B.B.Response to [redacted] Heating / Revdex.com complaint # [redacted]1/7/15 Initial service call :1. ) When I called Mr. [redacted] for the first time, Iinquired whether he could repair a [redacted] Gold CGT Tank less boiler, andif he had experience with these type of boilers; to which he replied “yes”. Thiswas definitely not the case. After thefirst attempt….Mr. [redacted] received $ 256. Cash for 1.5 hours of trying tofigure out what was wrong, and reading the boiler manual, and a $64. Service callfee. My point is that if he is a trained professional, he should have known howto trouble shoot the boiler and find the problem. - $256.00 -STILL NO HEAT.When he left , He opened a check valve to allow the waterto move, but it still had no heat in the apartment. 2.) At this time, ( 1/7/15 ) I specifically asked Mr. [redacted] if he wanted MEto locate and buy any parts. His reply was “No”. My guess is probably becausehe didn’t really know what parts were faulty and he wanted to mark them up. Idon’t have a problem with a reasonable mark up. He nevermentioned that he charges $ 128. / hour to chase parts.Nobody in their right mind would agree to this.There are several ( 10 ) local parts distributors for[redacted] Boilers here in [redacted].. I will forward this List on request. The WeilMcLain Gold CGT boiler is a tank-less gas fired heating boiler which also heatsand supplies hot water. According to other licensed heating repair persons whichI have contacted , it is not ...⇄ in any sense of the word. It was 2 years old .The original installer was a licensed plumber ( not a true heating expert), andI knew he could not repair the electrical controls on it, so I did notcall him. The boiler controls were also out of warranty by a month.1/8/153. He returned on 1/8/15 in the afternoon, to try torepair it again. I was out of town, so I sent a person to admit him tothe property; who was waiting outside when he arrived.[redacted] Later …When I asked for an itemized bill, itstates “waited 25 minutes to be admitted to the property.” This is positively nottrue, and I suspect he is just trying to justify his price gouging techniques. Mr.[redacted] worked for 2 hours on 1 /8/15, and installed a new boiler CONTROLLER.The boiler then did the same exact thing when he tried it. ( No circulator pumprunning ) so he removed the new controller and put the old one back. STILL NO HEAT – wrong diagnosis. 2 hours @ $ 128. / Hr. ….Plus $ 64. Travel fee.For nothing - STILLNO HEAT4. ) He Returned again on 1/9/15 in the afternoon. Ireceived a call from his office girl that he ”was in [redacted]” and would beat the house in approx.. 35 minutes. I went right over to the house in no morethan 10 minutes, and he was already outside. A quick trip from [redacted] ? On theitemized bill….He claimed he was waiting for 25 minutes to be admitted to theproperty and charged for this. Positively not true. He thenwent inside, un-plugged the Honeywell actuator diverter valve, plugged the newone in…. and the boiler worked. ( nomore than 10 minutes ) This part retails for $ 138. I checked it. His cost isless. He then billed me for $ 978. 94 3. It was notitemized, and it is on his “Contract” form that you can’t read…..Until you signit, and are given the copy. The print is so small you need a magnifying glass.Copy for Revdex.com on request.Summary of billing :I paid him $256. Cash on 1/7/151/9/15 - $ 978. was billed to my Visa card.For a total amountthat he wanted of: $ 1234. I did in fact dispute this ridiculous charge with himat this time….outside at his van…in the street. He would not budge. My error wasthat: I did in fact sign it, just to getrid of him.I knew this charge was way too high and he charged forhours that I did not authorize and was not informed prior to his doing so ( Chasingthe wrong Parts ) 1/10/15 : I then called another licensed local company. ( PriorityHeating )[redacted]I carefully explained exactly in detail what[redacted] did…. and was given a quote of : $ 456.85 for the samejob.I can forward this estimate to B.B.B. on request.5. ) [redacted] billed me one hour @ $128. / Hour to callthe [redacted] boiler company and have them tell him what waswrong with it.He billed me two hours @ $ 128. / Hr. to “pick up parts”( The wrong Parts ) in [redacted]. I was not consultednor forewarned of these charges, and I never authorized this. Again…There areseveral [redacted] parts distributors here in [redacted].. (List of 10 distributors onrequest ). I then calledVisa and disputed the charge . I told them I would not pay for his chasingparts charges and calling Weil ...⇄ 4.McLain as I felt that he… as an expert, should haveknown how to fix it. I told Visa I dispute the charges in the amount of $ 476. Whichthey then removed . He still received $ 502.94 plus the initial $ 256. = aTOTAL of $758.94 that he has already received for 3.6 hours actuallabor and a $ 138. Part. This quotefrom Priority Heating is for the exact same job and wasfor $ 456.85 including the aforementionedparts as (This was quoted by Priority Heating Co. in [redacted].. –copy on request ) It seems thatat $ 758.94 ( which Mr. [redacted] has already received )He is actually pretty muchahead of the game by about $ 302. And hestill wants more. It’s not going to happen. He should accept it and run. Hewill be exposed if he messes with me. I have recentlyrenewed the dispute with Visa as of 3/4/15 for the $ 476. – I took off the charges for phone calls and chasingparts. He was not authorized by me for these charges. I would bemore than happy to meet with the Revdex.com and Mr. [redacted] on this matter at the timeof your choosing. I willawait a response from the Revdex.com before Icontinue with The Attorney Generals’ office, The News Media, and my attorneys.Be advised that if it comes down to that, a Sheriff will come calling onMr. [redacted]…..If only to protect other unsuspecting consumers from his business practices.If you want to see other complaints against [redacted]heating go to his SuperPages listing,and click on “reviews”.There are several on there. 5.It’s not only myself who has a problem with him. [redacted]