Boy's Mechanical, Inc.

This issue has been addresses and customer has received refund of 759.05.

Initial Business Response /* (1000, 5, 2015/07/01) */
[redacted]Letter copied and pasted below.
Please see attached letter. This is the letter we sent to the attorney general. Please review this letter. Attached in the letter was exhibits (concrete evidence) attesting to what I described in the...

letter. For further information, please reach out to the attorney general. Customer has tried every avenue to achieve his goals, but seems to be unsuccessful in his attempts, after Airtech shows evidence contradicting his claims.
To the department of the sate of Minnesota attorney General
This letter is in regards to the claim on [redacted] behalf that we damage property in home.
In the last week of October 2013, we received a call at our office from Mr. [redacted] requiring that we a manager come to a home, not a service technician, he claimed that his furnace had flooded his basement. Upon hearing this request, our office staff was going to send the company’s service manager out to look at incident. Jeren the owner said he would personally go to resolve the issue. Jeren wanted to go out personally because, Mr. [redacted] was a past customer that had spent thousand of dollars to install a full system, and he wanted to ensure the process was properly handled.
Upon arriving at [redacted] residence at 7:30pm that evening, Jeren found that [redacted]’s carpet was damp, he had standing water inside his furnace, in both the top and bottom compartment. Jeren and Mr. [redacted] spent 3 hours investigating where the water cam from. We were unable to locate source of the water, and there was no water leakinf from the physically furnace itself. I was skeptical as to how a furnace could flood a basement, especially afer this initial invenstigation, seeing no physical signs of leaking from furnace. I did notice some plubling fitting werereplaced abpove , and has suspiciosn that this was the source of the water itsef. At that pint, I did not bring this up to [redacted], hoping this was just a misconceived notion on him part. I speciacally told [redacted] to call immideatly when there was another leak present, so we could resolve the issue. I follow up with [redacted] 3 times in the prceeding month. and [redacted] had communicated to me that the furnace itself hd not leaked since the initial”incenddent”. After these initial interaction, I had not received any kind of cmmuncating with [redacted] until almost a year later. [redacted] then contacted me on October 30th, 2014, over a year later, and called and emailed sating he wanted a reminbersment for new capering. My fficew staff then emailed me about the issue. Please see Exibit B. After he reached out to us. I called and had a coverattion with [redacted]. I asked [redacted] where he had thought the water had come from, and he suspeceted that the furnace was puling cold air from outside, and this process was condensing inside fthe furnace, and created water to wsubsequently leak. [redacted] had sent me combustion reports that I have included in this letter. (Exiibit A). I explained to [redacted] that I have over 300 of his particular furnace, including in my own home, and have neer had a furnace actualy condesatie water and leak out, like his claims described. I also talked to the Colemnan Engineer depart, the company who actualuy manufactrures the equipment, and they stated that they that would be impossible. This is because the burners compartment is under a negative pressure, and any moister would actually be sucked out through the burners themselves, eliminated any kind of moister in the air itself. I called [redacted], and explain this. After this conversation with the manufacturer, I comntacted [redacted] and explained that the only way water would be present in the nature obsbereved in his home would be from someone pyscailly dumping water in the furnace itself, or filloing the venintg utliulized by the furnace from the expeterinor of the home. Upon hearing this explination., [redacted] said he would investigate these findings and get back to our company. I then heard back from the customer, on November 23rd 2014 , [redacted] called said that he found the source of the leak, and he explained to me thsat one of the plugs must have come loose on the collector box inside the furnace, a aprt that we replaced In august 2013. Upon hearing this to [redacted], I explained to [redacted] that he never communicated to me that he himself had tighten a loose plug priort to initial arrive oin October 2013, And why would we specnd 3 hours looking for a water source, if a pplug was actualy loose. This would have been extremely apparent during the intial 3 hour inspection. Then I explained to [redacted] that even if a collectobr box plug would actual come loose, the furnace could not produce near enough water to actualy cause floding. High efffecnt furances, models identical to the one we installed in [redacted]s home, can only prodice at most a gallon of water per 24 hour persiodi. To verify this, over thanksgiving weekend, we test ran a furnace with a collector box pug completely removed, not just loose, in a 3000 sqft wartehouse, with a temerpartre set at 74 degrees with no isulation, and let it run all holiday weekend. The areas where the plug had been removed only produced about 8 oz of water, and the entire furnace, and it prodiced less that 5 gallons of water (this water is run to a drain typically located near the furnace itself in homes). After tjhese finding over the weekeind , I contacted [redacted] I explained to him that collectot box plugs themselves cannot come losse, as they are pinned in the middle to casue a and presureized fit. (see exhibit C). [redacted] said he would investigatge it when he got home, but said we are still respomnsible for the leak, and for the carpet itself. I explained to [redacted] that we have found no evidence that we caused the leak itself, and that I wouldn’t reimburse him $1,500 for carpet replacement. I explained the capret was 15 years old, it was an unrealistic demand, and that he hadn’t proven to me where the leak actually occurred.
On December 5th , 2014, At this point, I decided it best to get my company liability insurance invoiced, as I was not making any headway with the customer. I told [redacted] that I would go ahead and file a claim, and that there was noting further I could do, [redacted] was happy with this scenario. Approximatly a week later, [redacted] called and said he had not heard form my insurance company yet. I reached out to my insurance company,a dnt they said they would be reaching out to him personally in the coming days. I then called back and also passed along the adjuster phone number to [redacted] so they could be in constant comuncation.
On decebmer 16th, [redacted] has staed that he had got in contact with the adjuster. In his email, he was unicclined to go through the insurance process, as my adjuster said we may only be able to partially coer the carpet damager (exhibit E)
On December 18th, I reiterated to [redacted] that the reason I have insurance is receicly for thes reasons. , and that he must adheard to the isuare claim guildines in he was this suitatiion to be resolved.
I received a call from my insuarce adjuster staed that [redacted] had refised to let him inside the home to investigate the claim. My adjuster stated that there was nothing pfurther we could do untul he had the ability to physicaly as the damage itself.
I reached out to [redacted] at his work and left a voicemail trying to understand why he refused to let the adjuster assess any poentaion damages.
On December 24th, [redacted] ewmailed me and staed he was very disappointed in how I was trying to resolve the sitaion up until this point.
On January 4th 2015 I reacievled another email from [redacted] stating that he had found where the leak was on the furnace., it ewas not the the combustion condensation, it was not the coletbor box plugs, but it was in fact a loose drain line casued by laundtry basket. (see exhibit F). Keeping in mind that intial 3 hour inspection that occurred in October 2013 didn’t conclude that there was a leaking drain line. This also would have been very apparent.
On January 6th, I emailed [redacted] back and explained that I have done everything in my power to resove the satuion professionally and amicably. I urgerd him to let my adjuster in the home, so the process can move forward. (see exhbiti G)
I received an email later that day from [redacted] explaining that we doesn not want to go through insurance becsaue we have a property protection guartnee that incrperates carpeting. I explained multiple times that our property protection gurantee stiulated that any damages that occur durting the installation process will be covered. (exhibit H) The damaged in question was a result of post installation, and if Airtech were to be at fault for this, the proper channels would be through Airtech’s insurance claim pricess. threatened to defame our company if we didn’t not pay him $1,550 by the next day (jauary 7th, 2015) that he would publicaly defae our company. (ehibit H).
Aftert the threating letter, I contact a lawer to ask him what I should do under this circumstance. The lawer stated to not correspond with [redacted] any further, and let [redacted] take legal recourse against us if he wanted to persuit that course of action. After talking to the lawer I contacted Derrick, the adjuster handling thecaase, and told him about the threatening letter I reveicd from Me. [redacted]. Derrick sadi that he agreed with the lawyers assesnment of the sitaion, and thay Airtech has insurance to cover legal fees if that route chosses to take. He also stated that he had never met a customer in all his years of adjusting that wouldn’t allow him to phycally assess any damages. Because of this he felt that there might be some reason he wouldn’t want the adjuster to as the siatuion at all. He said the whole situation seemed ‘fishy”. The adjuster sent Mr. [redacted] a letter stating that because he did not allow the adjuster indide the home that he was unable to complete the liability investiagetion (ehibit J) The adjuster the called Jeren [redacted] and staing that we was going to close the claim, as he had not heard anyting form [redacted].
The After this, I did not persue anh resolution, I agreed that the only way this would ever be resoved was to let the insurance adjuster in the home.
On January 10th, 2015, our company resive ‘customer complain’ from angies list. These kinds of complaints need to mbe handled in a timley and professional manner. His complain described his frustration with our company and his demands for money. After receiving this complaint, Airtech had contacted angies likst and described the sitrain. (Exhibit I) The suggested that Angies List cooperate reach out to Mr. [redacted] and urge him to let the adjuster in the home. After being reached out from Angies List, Mr [redacted] finally set up a time to allow our adjuster in the home to assess the situation.
Around the beginning or March, 2015, I received a call the from the insurance company staing that he had reopened the claim and than Bb had decided to let him come to look at the damage.
Upon investigation the situation, the adjuster sent mr [redacted] a letter describing his finding. It cleanerly staed that their investigation found no liability on Airtech’s behalf. (see exhibit K).
After reviewing all the documents and exhibits that Airtech has provided, it should be clear that we have done everything in our power to resovle this sitraion. We strive as a company to have a 100% customer satidfaction gurantee, upon intital investigation of [redacted] water leak, I was very skeptical of his reasons for the water leak. I colcude that he as been unable to show evidence of a water leak causeb by Airtech. Our insurance company also colcluded this. His story has dramitally chaged over time to suit his desires for new carpet. He has stated that he ripped out his carpet (exhibit H) when our adjuster clearly stated that he had not ripped out his carpet at all (exhibit L).
The proof is overwhelming. I believe that his claims are unjustified, false, and misleading., only to ensure he gets undeservedly compensated. We are fursterated as a company as we staill have a labor warranty on his equipment. We do not know how to service mr baohlken moving foreward given the cicumstances. We also have an unresolved case on angies list which negatively impacts are company image. Is there anything you can recommend to resolve this situation?
Thank You,
Jeren [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr [redacted]s response is entirely false. I previously marked up a copy of his response, which is attached, with my comments to his accusations.
I firmly believe that his technician made a mistake and Mr. [redacted] covered up the issue by pushing on the fittings when he arrived at our house in October of 2013.
I have also included the original data and email correspondence we had with Mr. [redacted] of which he has coviently excluded pages that support our position that he is not conforming to his advertised property protection warranty, customer satisfaction guarantee statement, and printed contract language.

Revdex.com:
I have reviewed the response made by the consumer in reference to complaint ID .[redacted],  and find that arbitration is necessary.   
Airtech claims that we installed a new AC unit in May of 2015. On August 18, 2016, the customer, Ms. [redacted], claimed that the service was not satisfactory. She subsequently brought in another company to complete repairs. On August 24, 2016, the owner of Airtech visited Ms. [redacted]'s  home and established that she had purchased her own parts and installed them rather than have our technicians install them. The parts were installed incorrectly, and that is when the damage was caused. Airtech seeks relief from any further responsibility in this matter. Andrew [redacted]Sales Manager/Office ManagerAIRTECH HEATING & COOLING[redacted]
[redacted]South St Paul, MN 55075Office. ###-###-####www.thecomfortsquad.com

Sales Manager Andrew [redacted] spoke to Ms. [redacted] on on Thursday, August 18th. Ms. [redacted] explained that Airtech had done service that was not up to satisfactory standards, and that she had had to bring another company out to complete the repairs. She also claimed that her home had been damaged by a...

flood. She speculated that there was a cause and effect relationship between the Airtech service and the damage to her home, but when Mr. [redacted] questioned her about the correlation, Ms. [redacted] admitted that she could say only that the service and the flood happened in close chronological proximity. Mr. [redacted] offered to send the owner of the company to Ms. Lou's home in order to inspect the damage. Ms. [redacted] accepted the offer, and the owner visited her home on Wednesday, August 24th. During that visit, the owner, Jeren [redacted], established that Ms. [redacted] had chosen to buy her own parts and install them herself, rather than have our professional technicians install them. When she installed them incorrectly, the damage ensued. Mr. [redacted] therefore informed Ms. [redacted] that Airtech was not liable for any of the damage and would not compensate her for her damage. If you have any questions,  please contact Andrew [redacted] at a[redacted]@thecomfortsquad.comSincerely,Andrew [redacted]

Initial Business Response /* (1000, 8, 2014/07/25) */
This is the letter we sent to [redacted]....
First, I just want to thank you for bringing your recent experience to my attention. As the General Manager of Airtech Heating & Cooling, it is my job to ensure that not only are all of our...

customers satisfied with the services we have provided, this includes exceptional service from both our office staff and our field technicians, but it is also my job to ensure every one of my employees are doing everything in their power to ensure high levels of customer satisfaction consistently occur.
Based on your recent experience, I am ashamed to admit that I have not lived up to my end of the bargain. Even though our technicians may have continuously provided great service, this is only one half of the overall equation. And to my dismay, my office staff seems to have failed you on multiple occasions.
The first of which was the failure to pull the proper permits needed for the work we performed at your home, and secondly, and equally as important, was the way in which my office staff handled this problematic incident thereafter.
From your reaction, I can only imagine how disappointed you are in our services, and while I will be the first to admit that there is no excuse for these failures, I can assure you that I have, and continue to do everything in my power to rectify my teams previous mistakes.
As I am sure you heard from [redacted], we once retained an employee that mishandled and neglected various aspects of her position. And even though she is no longer employed, it has been very challenging to clean up this former employees mistakes. I know my office team and I have been tirelessly working to remedy this past negligence, and even though our efforts are great, sporadic instances (such as the experience you have encountered) resurface before they are brought to my attention.
It is my firm belief that [redacted]'s frustrations regarding this former employees inaptitude, came to a boiling point, and as a result she inappropriately projected her frustrations at you and into the conversation you had with her. While this in no way excuses my inability to prevent your unsatisfactory experience, or in no way excuses the way [redacted] interacted and mishandled the situation, it may shed a small amount of light on the reasons behind your recent Airtech experience.
As General Manager, it is my ultimate goal to ensure you are satisfied, and while your most recent experience with Airtech greatly hinders this goal, I still believe we can come to an amicable solution, one that will rightful amend our past mistakes.
Moving forward, I first want to ensure you are aware that I have taken harsh disciplinary action against the offending employee in question. I can assure you that she now understands how she mishandled the situation. Secondly, even though my office staff has in fact scheduled the necessary inspections, and pulled the proper permits, I still feel that you are in some respects unsatisfied with out company. I could suggest what I believe may resolve the situation, but before I do this, I would like to make a small request of you. If you could please respond with your suggestions, steps you think we could take that would help you feel better satisfied overall, I would greatly appreciate that. Once I graciously receive your ideas, I will feel more confident in my ability to correctly rectify and resolve this situation.
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We are waiting to hear back from her. We also sent a customer complaint form that we have requested she fill out, which will document her concerns and detail what she feels we can do to resolve the issue. We are waiting for a response back from her still las of 7/25/2014.
If she doesn't return this soon, we will reach out to her by phone and resolve the issue at that time.
We are extremely confident we can come to an agreement, and ensure at the end of the day, that she will be 100% satisfied. Even if this means we must refund a part of her purchase, or simply remove our products from her home and refund her entire purchase price. We are committed to resolving the issue in a fair, respectful, and timely manner.