Berks Products Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: your technicians failed on four separate occasions to set electrode gap and fuel pressure, subsequently leaving me with no heart in sub zero conditionsAnother contractor came in and found just about everything you" claim" erroneous.The different contractor fixed my furnace in minutes Don't lieFurthermore you failed to contact me while your " service manager" was on site and contacted me when you had already left the property with your malarky excuse saying my configuration can't work when you actually installed the furnace Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: your technicians failed on four separate occasions to set electrode gap and fuel pressure, subsequently leaving me with no heart in sub zero conditions. Another contractor came in and found just about everything you" claim" erroneous.The different contractor fixed my furnace in 45 minutes.   Don't lie. Furthermore you failed to contact me while your " service manager" was on site and contacted me when you had already left the property with your malarky excuse saying my configuration can't work when you actually installed the furnace.
 
Regards,
[redacted]

I have received and reviewed the above referenced complaint regarding Berks Products from Mr. [redacted].Mr. [redacted]'s version of the situation is at odds with the facts. However, we believe the situation has already been resolved to the satisfaction of both parties.Mr. [redacted] has indeed...

had numerous problems with his heating system that has necessitated a number of visits by our service technicians to try and keep his unit running. The latest service call was the result of a frozen filter which was the result of water in this oil tank. As Mr. [redacted] does not buy his fuel oil from Berks Products, we are unable to be responsible for the quality of fuel he purchases.Our technician had alerted our Service Manager of the unorthodox configuration of this system and the recurring problems it was causing. Both our Service Manager and our General Manager made a special appointment to visit the site and review the situation. Mr. [redacted] did not show up for that meeting. Our Service and General Manager, with more than 40 years of experience between them, determined that we were unwilling to continue to try and service this system and that it needed to be substantially redone. Mr. [redacted] was informed of our decision and was also informed at that time that Berks Products was crediting his account for the recent service call.As of last week, Mr. [redacted] has indicated that he has found another company to take care of his service needs and that should close this matter. -Berks Products has been in business for more than 100 years precisely because we are customer and service focused. We take all complaints seriously.in another matter, please update your records to show that I should be the contact at Berks Products for any future correspondence.Sincerely,Jeff M. N[redacted]
President

I have received Mr. [redacted]'s latest complaint from your office.
As I mentioned in my earlier response, we take any complaints about the level and quality of our service very seriously and, as evidenced by our numerous attempts to resolve Mr. [redacted]'s issues, we work very hard to meet our customers' expectations. Sadly, this is one of those cases where we could not satisfy the customer.
Since we credited Mr. [redacted]'s account for the service call charges and he indicated that he has found another company to service his equipment, we consider this matter closed.
Sincerely,
Jeffrey M. N[redacted]
President

Review: My furnace stopped working. Got an appointment scheduled for repair they came and were not able to fix my furnace. They came out on four separate occasions were able to get ti to work for a brief period of time and on the second day I was told they would be back in the AM. 0900 Comes around no show (they were here at 0830 the day prior). I call berks Products and was told they don' want to work on my furnace anymore. In my entire life I never once have herd of a business turning down work because they can't fix something they specialize in. Not to mention the completely bogus explanation of why my furnace isn't working.Desired Settlement: Either A: Finish what you started run 20' of copper tubing. B: Refund all services.

Furthermore, hace a small class on Electrode Gap (Necessity), because apparently your "Technicians" don't know what this is.

Business

Response:

See Attachment.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: your technicians failed on four separate occasions to set electrode gap and fuel pressure, subsequently leaving me with no heart in sub zero conditions. Another contractor came in and found just about everything you" claim" erroneous.The different contractor fixed my furnace in 45 minutes. Don't lie. Furthermore you failed to contact me while your " service manager" was on site and contacted me when you had already left the property with your malarky excuse saying my configuration can't work when you actually installed the furnace.

Regards,

Business

Response:

See Attachment.