[redacted] To Whom It May Concern, On 8/15/[redacted] at 8:56AM Ms [redacted] contacted Black Diamond for pest control services to be performed at her daughter's house She was instructed at that time that all pilot lights would need to be off during service She acknowledged this preparation at that time (~3:in the attached phone call audio) and at the time of service on 8/19/[redacted] when our technician informed her that the pilot light would need to be turned off for the service to be performed In addition, she signed a release when she paid the technician for the service Turning the pilot light off involves turning a knob and is a mundane task that poses no risk to the pilot light itself Three days after service, on 8/22/20**, Ms [redacted] called to report that the water heater was unable to be re-lit In other words, the house was apparently without hot water for three days and we received no phone call or other communication Ms [redacted] claimed that she did not know how to relight the pilot so, as a courtesy, we sent a technician to help; however, he was unable to light it and informed Ms [redacted] that there appeared to be something wrong with the water heater itself so she would need to have someone look at it At that point, Ms [redacted] called back to speak with a manager Again, as a courtesy, we sent a technician (James) who formerly was an HVAC technician with pilot light experience to look at it Please note that no license is required to light a pilot light as this is a common homeowner task Despite our effort to help (at no charge to Ms***), it was confirmed that the water heater pilot light had some type of malfunction above and beyond our level of ability to help We request that the Revdex.com remove this complaint from the website on the basis that the information contained in the complaint is misleading at best In fact, we have gone above and beyond the call of duty in order to help Ms [redacted] with her malfunctioning water heater We provided plenty of notice that the pilot light would need to be turned off and could have (perhaps should have, in retrospect) not offered to help relight it The bot [redacted] line is that, as Ms [redacted] was instructed prior to service, pilot lights must have been turned off for the service we were contracted to perform (for safety reasons), and her inability to re-light it shows a clear malfunction of her heater for which we are not responsible It seems more likely that there was either a pre-existing problem or her attempt to re-light the pilot in the three days between the service and the phone call is what broke it, but, because we were there and an inevitable cost was pending, blame was cast Our “good Samaritan” effort unfortunately is now being used as leverage for Ms***' attempt to have us pay a bill for a problem that either she caused or that would have occurred soon regardless And worse, accusations are now being made against the technician who was there to help...accusations which could negatively impact a man's family and which, up to this point, have not been mentioned to Black Diamond's management or ownership Also, we have not been shown nor do we have in our systems any such signed statement, as reported by Ms***, regarding our intent to repair the water heater For the record, any such authorized correspondence would be issued by management or ownership from the office on company letterhead and archived in our systems
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Why didn't they attach the other voice phone calls that I made to them regarding this matterI will send the sign statement from ***, the techwho sign it and said that ***, the manager said he would take care of itAnd why wasn't I informed that I was being recorded on the phone when I calledEverything I said about the techbeing out of line and acting non-professional was true1st techthat came out could not light itThen they sent *** out to light it and he said he was the best that they have and if he can't light it then nobody canThere was nothing wrong with my water heater, before they came It was only yrsoldHe should have ask me cut it off, if there rules say that it needs to be cut off Yes it took days to get back with them because my daughter was not home during that time, because she has asthma, so nothing was touch until they came back to the housewhen we went back to the house we found that it only had cold waterI was sitting in the car due to my asthma when *** came out and ask me where was the water heater, and I told him in the bathroomhe never inform me that he was going to turn it off, when he ask meI have had my home sprayed by them and they never turned off my water heaterThey have been to my house times and I have Paid out 1,and never turned off my water heater and I was instructed to leave my home for to hours with strong spray and never turn my hot water tank offWhat rules apply to who and what ?
On 8/15/20** at 8:56AM Ms. [redacted] contacted Black Diamond for pest control services to be performed at her daughter's house. She...
was instructed at that time that all pilot lights would need to be off during service. She acknowledged this preparation at that time (~3:30 in the attached phone call audio) and at the time of service on
8/19/20** when our technician informed her that the pilot light would need to be turned off for the service to be performed. In addition, she signed a release when she paid the technician for the service. Turning the pilot light off involves turning a knob and is a mundane task that poses no risk to the pilot light itself.
Three days after service, on 8/22/20**, Ms. [redacted] called to report that the water heater was unable to be re-lit. In other words, the house was apparently without hot water for three days and we received no phone call or other communication. Ms. [redacted] claimed that she did not know how to relight the pilot so, as a courtesy, we sent a technician to help; however, he was unable to light it and informed Ms. [redacted] that there appeared to be something wrong with the water heater itself so she would need to have someone look at it.
At that point, Ms. [redacted] called back to speak with a manager. Again, as a courtesy, we sent a technician (James) who formerly was an HVAC technician with pilot light experience to look at it. Please note that no license is required to light a pilot light as this is a common homeowner task. Despite our effort to help (at no charge to Ms. [redacted]), it was confirmed that the water heater pilot light had some type of malfunction above and beyond our level of ability to help.
We request that the Revdex.com remove this complaint from the website on the basis that the information contained in the complaint is misleading at best. In fact, we have gone above and beyond the call of duty in order to help Ms. [redacted] with her malfunctioning water heater. We provided plenty of notice that the pilot light would need to be turned off and could have (perhaps should have, in retrospect) not offered to help relight it. The bot[redacted] line is that, as Ms. [redacted] was instructed prior to service, pilot lights must have been turned off for the service we were contracted to perform (for safety reasons), and her inability to re-light it shows a clear malfunction of her heater for which we are not responsible. It seems more likely that there was either a pre-existing problem or her attempt to re-light the pilot in the three days between the service and the phone call is what broke it, but, because we were there and an inevitable cost was pending, blame was cast.
Our “good Samaritan” effort unfortunately is now being used as leverage for Ms. [redacted]' attempt to have us pay a bill for a problem that either she caused or that would have occurred soon regardless. And worse, accusations are now being made against the technician who was there to help...accusations which could negatively impact a man's family and which, up to this point, have not been mentioned to Black Diamond's management or ownership. Also, we have not been shown nor do we have in our systems any such signed statement, as reported by Ms. [redacted], regarding our intent to repair the water heater. For the record, any such authorized correspondence would be issued by management or ownership from the office on company letterhead and archived in our systems.
[redacted] To Whom It May Concern, On 8/15/[redacted] at 8:56AM Ms [redacted] contacted Black Diamond for pest control services to be performed at her daughter's house She was instructed at that time that all pilot lights would need to be off during service She acknowledged this preparation at that time (~3:in the attached phone call audio) and at the time of service on 8/19/[redacted] when our technician informed her that the pilot light would need to be turned off for the service to be performed In addition, she signed a release when she paid the technician for the service Turning the pilot light off involves turning a knob and is a mundane task that poses no risk to the pilot light itself Three days after service, on 8/22/20**, Ms [redacted] called to report that the water heater was unable to be re-lit In other words, the house was apparently without hot water for three days and we received no phone call or other communication Ms [redacted] claimed that she did not know how to relight the pilot so, as a courtesy, we sent a technician to help; however, he was unable to light it and informed Ms [redacted] that there appeared to be something wrong with the water heater itself so she would need to have someone look at it At that point, Ms [redacted] called back to speak with a manager Again, as a courtesy, we sent a technician (James) who formerly was an HVAC technician with pilot light experience to look at it Please note that no license is required to light a pilot light as this is a common homeowner task Despite our effort to help (at no charge to Ms***), it was confirmed that the water heater pilot light had some type of malfunction above and beyond our level of ability to help We request that the Revdex.com remove this complaint from the website on the basis that the information contained in the complaint is misleading at best In fact, we have gone above and beyond the call of duty in order to help Ms [redacted] with her malfunctioning water heater We provided plenty of notice that the pilot light would need to be turned off and could have (perhaps should have, in retrospect) not offered to help relight it The bot [redacted] line is that, as Ms [redacted] was instructed prior to service, pilot lights must have been turned off for the service we were contracted to perform (for safety reasons), and her inability to re-light it shows a clear malfunction of her heater for which we are not responsible It seems more likely that there was either a pre-existing problem or her attempt to re-light the pilot in the three days between the service and the phone call is what broke it, but, because we were there and an inevitable cost was pending, blame was cast Our “good Samaritan” effort unfortunately is now being used as leverage for Ms***' attempt to have us pay a bill for a problem that either she caused or that would have occurred soon regardless And worse, accusations are now being made against the technician who was there to help...accusations which could negatively impact a man's family and which, up to this point, have not been mentioned to Black Diamond's management or ownership Also, we have not been shown nor do we have in our systems any such signed statement, as reported by Ms***, regarding our intent to repair the water heater For the record, any such authorized correspondence would be issued by management or ownership from the office on company letterhead and archived in our systems
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Why didn't they attach the other voice phone calls that I made to them regarding this matterI will send the sign statement from ***, the techwho sign it and said that ***, the manager said he would take care of itAnd why wasn't I informed that I was being recorded on the phone when I calledEverything I said about the techbeing out of line and acting non-professional was true1st techthat came out could not light itThen they sent *** out to light it and he said he was the best that they have and if he can't light it then nobody canThere was nothing wrong with my water heater, before they came It was only yrsoldHe should have ask me cut it off, if there rules say that it needs to be cut off Yes it took days to get back with them because my daughter was not home during that time, because she has asthma, so nothing was touch until they came back to the housewhen we went back to the house we found that it only had cold waterI was sitting in the car due to my asthma when *** came out and ask me where was the water heater, and I told him in the bathroomhe never inform me that he was going to turn it off, when he ask meI have had my home sprayed by them and they never turned off my water heaterThey have been to my house times and I have Paid out 1,and never turned off my water heater and I was instructed to leave my home for to hours with strong spray and never turn my hot water tank offWhat rules apply to who and what ?
[redacted]
To Whom It May Concern,
On 8/15/20** at 8:56AM Ms. [redacted] contacted Black Diamond for pest control services to be performed at her daughter's house. She...
was instructed at that time that all pilot lights would need to be off during service. She acknowledged this preparation at that time (~3:30 in the attached phone call audio) and at the time of service on
8/19/20** when our technician informed her that the pilot light would need to be turned off for the service to be performed. In addition, she signed a release when she paid the technician for the service. Turning the pilot light off involves turning a knob and is a mundane task that poses no risk to the pilot light itself.
Three days after service, on 8/22/20**, Ms. [redacted] called to report that the water heater was unable to be re-lit. In other words, the house was apparently without hot water for three days and we received no phone call or other communication. Ms. [redacted] claimed that she did not know how to relight the pilot so, as a courtesy, we sent a technician to help; however, he was unable to light it and informed Ms. [redacted] that there appeared to be something wrong with the water heater itself so she would need to have someone look at it.
At that point, Ms. [redacted] called back to speak with a manager. Again, as a courtesy, we sent a technician (James) who formerly was an HVAC technician with pilot light experience to look at it. Please note that no license is required to light a pilot light as this is a common homeowner task. Despite our effort to help (at no charge to Ms. [redacted]), it was confirmed that the water heater pilot light had some type of malfunction above and beyond our level of ability to help.
We request that the Revdex.com remove this complaint from the website on the basis that the information contained in the complaint is misleading at best. In fact, we have gone above and beyond the call of duty in order to help Ms. [redacted] with her malfunctioning water heater. We provided plenty of notice that the pilot light would need to be turned off and could have (perhaps should have, in retrospect) not offered to help relight it. The bot[redacted] line is that, as Ms. [redacted] was instructed prior to service, pilot lights must have been turned off for the service we were contracted to perform (for safety reasons), and her inability to re-light it shows a clear malfunction of her heater for which we are not responsible. It seems more likely that there was either a pre-existing problem or her attempt to re-light the pilot in the three days between the service and the phone call is what broke it, but, because we were there and an inevitable cost was pending, blame was cast.
Our “good Samaritan” effort unfortunately is now being used as leverage for Ms. [redacted]' attempt to have us pay a bill for a problem that either she caused or that would have occurred soon regardless. And worse, accusations are now being made against the technician who was there to help...accusations which could negatively impact a man's family and which, up to this point, have not been mentioned to Black Diamond's management or ownership. Also, we have not been shown nor do we have in our systems any such signed statement, as reported by Ms. [redacted], regarding our intent to repair the water heater. For the record, any such authorized correspondence would be issued by management or ownership from the office on company letterhead and archived in our systems.