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Our response has been nothing but factual, please refer to all of the attachment documentsWe do not benefit by lyingWe have made every effort to resolve this issue for Mr [redacted] We have over $1,invested in resolving the issue based on documented work orders and that does not include the time spent on multiple phone conversations with the distributor tech rep & the manufacturerWe anticipate that with sending Mr [redacted] a reimbursement check in the amount of $for services rendered we could consider this closed and move on to help others who appreciate our effortsSincerely, [redacted] ***/PresidentDonovan & Jorgenson, Inc

A reimbursement for $is more than fair for them based on: they acknowledged the problem was never fixed after service calls and $of their investments, I had been unable to get a return call/e-mail from them to continue the efforts and a competitor fixed it in under a half hour needing no parts

Dear Revdex.com, It’s hard to refute all the responses when an organization can blatantly lie. However, this doesn’t need to be done- the issue was identified and fixed within a half hour by another HVAC company. This includes fixing a gas leak on the valve Donovan and Jorgensen installed last winterSince Donovan and Jorgenson acknowledged the problems I paid $for were not resolved it is more than fair to expect a refund; this does not factor in the incredible hindrance of no heat for a tenant for two winters Thank you, *** ***

I am reaching out to you regarding a complaint
that you submitted to the Revdex.com for work that we completed on your boiler system
at *** ***, *** ** *** *** *** *** ** *** on January
29, & February 28, 2015.In your letter you state we have not returned
your calls
Our warranty department has contacted you on at least two different
occasions to let you know that the manufacturer of the pumps was looking into
the warranty validation in order to receive a credit for the pumps, due to the
premature failure.Attached to this letter are the two (2) Service Work Orders
when the pumps were replaced and a description of recommendationsOn service
work order #*** , there is a communication to you that water treatment to
the system is recommended in order to preserve the life and prevent premature
failure of the pump and systemOur sales representative provided you a quote
to have that doneOur records do not show that has been accepted or completed
to dateAlso, the second service work order #communicates that
manufacturer reimbursement can take a while for warranty validation.We still are
recommending, as the manufacturer is, annual maintenance for safety,
efficiency, reliability and longevityAlong with a water test pr and water
treatment to prolong the life of your ENTIRE boiler system, including the
pumps.As we discussed on the phone on 12-9-15, it is my
understanding that we have received credit for only one (1) of the pumps, upon
your request, we have reimbursed your credit card in the amount of $,
on 12-9-The description of the reimbursement is as follows: The first
replacement pump was within the manufacturer's one (1) year part only warranty, however the labor was outside
of the thirty (30) labor warranty (Reimbursement of $451.97)The next
prematurely failed pump we have reimbursed you $for both parts &
labor = $,total reimbursed to you.I hope this is as satisfactory as it was when we had the
phone conversation on 12-9-Please feel free to contact me with any
questions or if you would like to proceed with the recommended system treatment
or (and) the maintenance

Customer’s Statement of the Problem in Black:Company’s Response in RED:In December I selected this company to
install an in-wall furnace in the rental side of my duplexThere was an issue
with it in January of We installed the new unit
12/30/and the unit came with a (1) one year
parts & labor & (10)
year heat exchanger warranty as was agreed upon on the contractOur records
indicate we replaced the blower assembly 1/28/(work order #attached) that
was covered by our warranty (even though it was technically outside the
warranty period) but no other issues from the date of installation until the
first no heat call on 11/15/Our records do not indicate any maintenance of
equipment until 1/30/13, even though manufacturers recommend annual
maintenanceand then in November of habitual issues
started and have yet to be resolvedThe pilot light will not stay lit and/or
the burner do not igniteIn a situation of having a tenant the inconvenienced
was multiplied from arranging two people’s schedules for numerous service calls
over the winter of 2014/We were there a total of (10)
times the winter of 2014/(2) two the customer paid entire amount, two we
covered a portion under our warranty and (6) six we covered entirely under our
warrantyDuring that time Mr*** paid $and we covered the rest (see
attached)My stress was magnified having to deal with a
tenant who rarely had heatAfter each service call the tech would assure me it
was fixedAfter a few of these situations I reinforced Donovan & Jorgenson
installed the furnace, should have a relationship with the manufacturer and
find out if there are known problems or ask for troubleshooting assistanceWe were in contact with the distributor techrepa number of times
throughout this processThe repairs were purportedly concluded after they
replaced some wiring at their expense, and then the rest of the wiring was
replaced at my expenseWith the assurance this would take care of itThe
pilot light not staying lit started again this November*** *** came out on
Wednesday, November 30th and did a great job disassembling the unit and
inspecting everythingDuring this visit I learned •They have had an issue with
these *** mentioned to Mr*** that we had a similar
unit that was difficult to diagnose but ultimately was remedied quickly•No one contacted Empire the winter of 2014/There were multiple calls with the distributor tech rep and manufacturer
during this time and much of the efforts to resolve the issue came from the
directions of these phone calls•The furnace was improperly
installed without a shutoff valve The gas line
had an existing shut off valve but we installed one closer to the unit which
would not be the cause of the ongoing problemThat evening the burners not igniting problem resurfaced and
until December the furnace barely workedThe gas valve was then replaced
Issues remainEffort to get this fixed before winter hurts through this summer
have yielded no efforts from Donovan & JorgensonOn our last visit 12/23/we replaced the gas valve, power pile
generator (for the second time, spill switch (for the second time) & wiring
harness (for the 2nd time) per the manufacturer’s recommendation at
no chargeWe have gone as far as to request a new unit from
the manufacturer for a new replacement unit but were met with much resistance
as far as the manufacturer saying that seven years is about reaching its life
expectancy.As you can see we have been making every effort to
remedy the issueThere is absolutely no benefit to us or Mr*** not to
resolve the issueThe manufacturer’s comment of the issue of pilot outages
could be created by environment changes where the unit is located could be a
possibilityIf that’s a possibility, it makes it extremely hard to diagnose
We don’t know if any changes were made to the home that could have created
thisThe unit ran flawlessly from the installation date 12/3/until the
first no heat call 11/5/We sincerely appreciate Mr***’s patience and
understanding thus far and we are continuing to work on the resolution with the
manufacturer & distributor tech rep Desired Outcome:Either get the furnace to work flawlessly or
acknowledge they don't know how and refund the purchase price of the
furnace. We do not give up on resolving any issue and
always will stand behind the work we doIf Mr*** is requesting us to
install a new unit we are willing to give a credit for repairs that Mr***
has paid us on his almost year old unit, towards an upgraded Empire unit that
has a spark ignition system rather than his existing unit that has a standing
pilot systemThis should resolve the manufacturer’s comment of the issue of
pilot outages being created by environment changes where the unit is locatedThe
unit is located in a small apartment and when the entry door is opened could
create a pressure change, therefore creating the issue and would explain the
difficulty in diagnosing the problem

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

A reimbursement for $546.67 is more than fair for them based on:  they acknowledged the problem was never fixed after 12 service calls and $1600 of their investments, I had been unable to get a return call/e-mail from them to continue the efforts and a competitor fixed it in under a half hour needing no parts.

Our response has been nothing but factual, please refer to all of the attachment documents. We do not benefit by lying. We have made every effort to resolve this issue for Mr. [redacted]. We have over $1,600.00 invested in resolving the issue based on documented work orders and that does not include the time spent on multiple phone conversations with the distributor tech rep & the manufacturer. We anticipate that with sending Mr. [redacted] a reimbursement check in the amount of $549.67 for services rendered we could consider this closed and move on to help others who appreciate our efforts. Sincerely,[redacted]/PresidentDonovan & Jorgenson, Inc.