Black Hills Inc

On November 2nd our technician went to the clients home to do a full maintenance on the clients year old Furnace, during his evaluation the technician recommended that the capacitor be replaced and that the Igniter be replaced, client approved repair and repair was completedat that time the
technician found that the pressure switch needed to be replaced as well, the pressure switch had to be ordered from the manufacture, on November 3rd our technician went back to the clients home to install the new pressure switch, unfortunately the new switch was defective from the manufacture. The technician contacted our Operations Manager and our Operations Manager contacted the manufacture to replace the defective part and made arrangements to have the new part picked up 1st thing Wednesday morning (November 4th) the operations manager also sent tech back to the clients home Wednesday night (8:10pm) to double check the part failure. Our operations manager contacted the client at 7:45am Wednesday morning to let the client know we would be there to replace the defective switch. The technician was onsite at the clients at 9:00am and had the furnace up and running by 9:24am. Our operations manager contacted the client once the repair was complete and let them know that we would be mailing a refund check for the $555.97. It is also important to know that we do not charge for individual parts and labor we are a flat rate price company so the $charge for the igniter is the price for the part, the labor to install and a year warranty on the part and repair

Mr. [redacted] is correct that we DO NOT service and are not taking on NEW rental properties.  We do however service existing client’s rental properties and rental properties that we installed heating and or air conditioning for in the past. With a limited amount of trained and experienced...

technicians we believe it is best to serve our existing client base of home owner occupied properties and home owners that we have a relationship with, we do not service Commercial buildings or Refrigeration clients either. As far as the complaint that Black Hills “told me to get bent”, I have noted all the communications we have had with Mr. [redacted] since October 27, 2017, from all the recorded phone calls, emails and account notes regarding the [redacted] Ct rental property. Mr. [redacted]’s “Desired Settlement” is that we “Finish the job”.  If Mr. [redacted] would be willing to speak to us about any unfinished work that needs to be done, we would be more than happy to do so.   [redacted] Ct – Communications: On October 27, 2017 at 11:05am Mr. [redacted] called our office and stated that he has a rental property that the furnace quit working on, a fuse flipped, and he wanted to know if that was something that we could work on or if he needed an electrician. Our representative explained that we would normally be able to do this type of work, however we were not working on rental properties, only owner-occupied homes. Mr. [redacted] asked why that was and our rep. explained that it was temporary. He said he understood and thanked her for her time. Note: at no time during this call did Mr. [redacted] say he was an existing client or that we had installed the furnace. On October 28, 2017 we received an email from Mr. [redacted] stating his frustration with the situation.   On December 1, 2017 at 11:31am Mr. [redacted] called our office and stated that he has a rental property that the furnace quit working and he was pretty sure that we installed the furnace and wanted to know if we could work on it.  A Diagnostic appointment was made for December 4, 2017 between the hours of 11am and 2pm. On December 1, 2017 at 1:44pm Brian M[redacted] called and canceled the Diagnostic appointment for the [redacted] Ct address and said he would call back to reschedule when they were available. On December 4, 2017 at 3:55pm Mr. [redacted] called to say that his renter called and booked an appointment for December 7, 2017 for us to come out and he needed to give us permission to do work on the property, at that time we confirmed the best phone number to reach Mr. [redacted] at and confirmed the Master Card ending 9900 on this account for payment. On December 7, 2017 our Technician Jacob arrived at the [redacted] Ct. address to do the diagnostic, the home owner (Mr. [redacted]) was not on site so our technician met with the renter (Jolene). Our technician changed out a flex gas line at no charge, and noted that the Hot Water Tank was leaking water from top, since the hot water tank was only 3 years old the home owner (who spoke to our tech over the phone) was going to look into warranties on the hot water tank before he would make a decision on what to do and stated that he would call our technician back out to give an estimate on a new tank.   On December 7, 2017 at 3:03pm our representative called Mr. [redacted] to do a follow up after our service that morning.  Mr. [redacted] stated that he was not at the appointment, his renter was but he did talk to our technician about the appointment, and one of his concerns was that he should have the furnace maintained yearly and he wanted to know if we had a way that we could call him in a year to set that up, our rep. explained that that is something we do for our club members, he said he would be calling us back to get that set up later.  This was the last time that we spoke to Mr. [redacted] until he sent an email telling us that he had filed a complaint with the Revdex.com and posted a negative review on Angies list, on April 11, 2018. On April 12, 2018 at 8:00am our call center manager called for Mr. [redacted], he was unavailable, so she requested that he call her back and was told he would call her in an hour. On April 12, 2018 at 10:54am our call center manager called Mr. [redacted] again to discuss the email that we had received from him regarding his concerns about us not servicing a rental property.  Our call center manager expressed to Mr. [redacted] that we went through our recorded calls and we were unable to find a recent call that he had made to request work be done at his rental, she let him know that we wanted to make things right, and see what we could do to make things right, she requested some additional information on when he had called in (as I noted above we did do service on his rental home in December and had not heard from him again until April 11th via email) we were concerned that he had possibly called again after the December service call and maybe he was given incorrect information and we wanted to get any information from him so that we could resolve his concerns, at this point in the call Mr. [redacted] got Angry, our call center manager attempted to say we did come out in December but he cut her off and then he hung up the phone. On April 12, 2018 at 11:54am our call center manager sent Mr. [redacted] the following email:  Mr. [redacted],   I would first like to apologize if I offended you with anything I said when we spoke on the phone earlier. We are honestly trying to make this right as you are an established and valued client with Black Hills. Our records indicate that we received an email from you on October 28, 2017 that you were notified we were not servicing rental properties. It looks like we did come out and service that system on December 7, 2017 (invoice attached, it looks like our technician Jacob met with your tenant Jolene for that appointment). We did a follow up call after the appointment on December 7 where our customer service representative discussed that our technician had answered all questions and was on time and polite at the appointment. If there was another interaction between December and today that you were given incorrect information, again we apologize for that and want to assure you that we are here to serve our valued clients for any of their home service needs. Please let me know if there is anything I can schedule for you.   Thank you. Darby K. Phone: 360-705-8590 Call Center Manager   Mr. [redacted] responded via email:    I don’t know what kind of act you’re trying to pull with me but nobody came out to service out furnace. The person at your office told me that your company is not working on rental properties, only owner-occupied houses. I expect you to continue to come out and service our furnaces but I will not use your company again and will continue to encourage others customers to avoid you business.