Bella Dree Marketing

Honestly, this is one of those customers who is impossible to work with We received a call from Danielle saying her furnace went out and would not run She asked about a new furnace I told her estimates are free but service calls, if you want us to fix it, would be a minimum $service call When we went to the house to do the estimate, she said that she couldn't afford a new furnace so she wanted us to fix it We started the work and here are my technicians notes.Notes from our technician:"First visit I showed up and the furnace would not fire upDanielle informed us that her dad had put a blower motor in and the furnace shakes so she didn't think he did it right and asked us to check that I checked the presure switch tubes, blew through them, reconnected and the furnace fired up but the blower motor was shaking I fixed the blower motor by adjustanding fan speed I thought the lack of startup on furnace was caused by a sticky presure switch and told her this would be a $ She approved of the repair, we ordered a part She then called and said the furnace was running so she did not want the repairA few days later she called and said now she wanted the repair When I came back to do repair, furnace would not fire I then checked the hot surface igniter and found the ohm test (ohms) was too high I realized that my previous diagnoses was wrong I informed the homeowner of my mistake and quoted her a price for new repair at $ She agreed to the price and I preformed repair I then started the furnace and stopped it separate times and the third time I let it run minutes before stopping She signed the work order that verified furnace was running and she paid for the repair (See Attached)The next day, Friday I received a call stating that the furnace would come on and off excessively in a short period I told her I was busy the entire day and that if it was an emergency that I may be able to come by on Saturday She did not call Saturday but received a call Sunday stating that her dad looked at furnace and said that the part I put in was bad Monday I arrived to her house and found that the pressure switch was disconnected and hanging by wires The burner box was taken apart with screws laying around and the igniter I installed was out disconnected sitting on top of furnace cracked and physically broken I then told her that I cannot warranty my work if she has other people taking apart the furnace that I have no Idea what all was done She then told me that her dad knows what he is doing and that he said I put a bad part in I do not know who her dad is or what type of credentials he has so I cannot safely assume that it was a defective part when I tested its performance after I installed it She then asked me if I could just replace it so she can be done with our company I told her that I would have to talk to my boss about it and told her we would let her know the following dayI never told her this was indeed the issue as she states"I, being the owner, called and explained to her that we cannot warranty a part that someone else takes apart and breaks Due to our liability issues, we could not go back and work on this if she was going to have other unqualified people take the furnace apart because we could then be held responsible if he caused damage or a gas leak She called one other time and I explained again that we can not put parts in and then have your dad take it apart and then call us back to fix it If he wouldn't have taken it a part, we would have come back and fixed it to warranty our work It seems there can't be a resolution because we could run into serious liability issues going back in to this type of situation

[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 not satisfactoryWill have nothing more to do with this company!!
Regards,
Danielle *** ***

Honestly, this is one of those customers who is impossible to work with.  We received a call from Danielle saying her furnace went out and would not run.  She asked about a new furnace.  I told her estimates are free but service calls, if you want us to fix it,  would be a...

minimum $85 service call.  When we went to the house to do the estimate, she said that she couldn't afford a new furnace so she wanted us to fix it.  We started the work and here are my technicians notes.Notes from our technician:"First visit I showed up and the furnace would not fire up. Danielle informed us that her dad had put a blower motor in and the furnace shakes so she didn't think he did it right and asked us to check that.  I checked the presure switch tubes, blew through them, reconnected and the furnace fired up but the blower motor was shaking.  I fixed the blower motor by adjustanding fan speed.  I thought the lack of startup on furnace was caused by a sticky presure switch and told her this would be a $200.  She approved of the repair, we ordered a part.  She then called and said the furnace was running so she did not want the repair. A few days later she called and said now she wanted the repair.  When I came back to do repair, furnace would not fire.  I then checked the hot surface igniter and found the ohm test (98 ohms) was too high.  I realized that my previous diagnoses was wrong.  I informed the homeowner of my mistake and quoted her a price for new repair at $208.  She agreed to the price and I preformed repair.  I then started the furnace and stopped it 3 separate times and the third time I let it run 15 minutes before stopping.  She signed the work order that verified furnace was running and she paid for the repair (See Attached). The next day, Friday I received a call stating that the furnace would come on and off excessively in a short period.  I told her I was busy the entire day and that if it was an emergency that I may be able to come by on Saturday.  She did not call Saturday but received a call Sunday stating that her dad looked at furnace and said that the part I put in was bad Monday I arrived to her house and found that the pressure switch was disconnected and hanging by wires.  The burner box was taken apart with screws laying around and the igniter I installed was out disconnected sitting on top of furnace cracked and physically broken.  I then told her that I cannot warranty my work if she has other people taking apart the furnace.  that I have no Idea what all was done.  She then told me that her dad knows what he is doing and that he said I put a bad part in.  I do not know who her dad is or what type of credentials he has so I cannot safely assume that it was a defective part when I tested its performance after I installed it.  She then asked me if I could just replace it so she can be done with our company.  I told her that I would have to talk to my boss about it and told her we would let her know the following day. I never told her this was indeed the issue as she states"I, being the owner, called and explained to her that we cannot warranty a part that someone else takes apart and breaks.  Due to our liability issues, we could not go back and work on this if she was going to have other unqualified people take the furnace apart because we could then be held responsible if he caused damage or a gas leak.  She called one other time and I explained again that we can not put parts in and then have your dad take it apart and then call us back to fix it.  If he wouldn't have taken it a part, we would have come back and fixed it to warranty our work.  It seems there can't be a resolution because we could run into serious liability issues going back in to this type of situation.