Brents Heating & Cooling

Initial Business Response / [redacted] (1000, 8, 2016/03/10) */ Our company was contacted by the client on the afternoon of February 5th, stating that they had no heatShe requested that we send a hvac tech out to look at the furnaceWe make no promise to a homeowner before inspection of the furnace to what the problem is, or how quickly it can be repairedUntil there is an inspection of the unit we do not know what the problem isWe informed the homeowner that we charge $an hour, and we also charge for travel timeThe homeowner did inform us that they had ran out of fuel oil, and that they had the fuel oil tank filled the day before The tech went to the home and inspected the furnaceWhen there is a situation with a fuel oil furnace that has had the oil tank run dry it is standard procedure to replace the nozzle on the furnaceThis is done because the sediment in the bottom of the fuel oil tank is sucked into the systemThe nozzle that sprays the fuel into the flame in the furnace becomes fowled and needs to be replacedThe charge for the replacement of the nozzle was $The tech also found that the electrodes for the furnace were out of alignment, which he correctedAt that point the tech was able to attempt to restart the furnace and obtain the fact that the transformer had failed on the furnaceHe then researched information on the part and found that we could obtain the part no earlier than the following MondayTotal time spent on the premises was two hours The homeowner was notified to the facts that we had gatheredThe homeowner did not want us to order the part Management has talked to the homeowners on two separate occasions, once on the afternoon of Feb 5th, and again on Feb 18thAll of this information was explained to them In response to the desired resolution1.) I am unable to refund the $of the invoice, because the homeowner has not paid the invoice2.) We always tell the customer that we need to look at the furnace before we are able to give an estimate of cost and time for repairs3.) Our work order states, "Workmanship guaranteed for thirty dayReplacement parts carry manufactures warranty only." In conclusion we were unable to repair the furnace on the Friday afternoon of Feb 5, because parts were not available to us to do soThe homeowner did not want us to order the parts for repair the following weekWe are billing for the time we spent after the homeowner requested us to inspect the furnace, and for maintenance work of replacing the nozzle and adjusting the electrodesWe are billing for the time and parts that were put into the job In conclusion we were unable to repair the furnace on the Friday afternoon of Feb 5, because parts were not available to us to do soThe homeowner did not want us to order the parts for repair the flowing weekWe are billing for the time we spent after the homeowner requested us to inspect the furnace, and for maintenance work of replacing the nozzle and adjusting the electrodesWe are billing for the time and parts that were put into the job

Initial Business Response /* (1000, 8, 2016/03/10) */
Our company was contacted by the client on the afternoon of February 5th, stating that they had no heatShe requested that we send a hvac tech out to look at the furnaceWe make no promise to a homeowner before inspection of the furnace to
what the problem is, or how quickly it can be repairedUntil there is an inspection of the unit we do not know what the problem isWe informed the homeowner that we charge $an hour, and we also charge for travel timeThe homeowner did inform us that they had ran out of fuel oil, and that they had the fuel oil tank filled the day before
The tech went to the home and inspected the furnaceWhen there is a situation with a fuel oil furnace that has had the oil tank run dry it is standard procedure to replace the nozzle on the furnaceThis is done because the sediment in the bottom of the fuel oil tank is sucked into the systemThe nozzle that sprays the fuel into the flame in the furnace becomes fowled and needs to be replacedThe charge for the replacement of the nozzle was $The tech also found that the electrodes for the furnace were out of alignment, which he correctedAt that point the tech was able to attempt to restart the furnace and obtain the fact that the transformer had failed on the furnaceHe then researched information on the part and found that we could obtain the part no earlier than the following MondayTotal time spent on the premises was two hours
The homeowner was notified to the facts that we had gatheredThe homeowner did not want us to order the part
Management has talked to the homeowners on two separate occasions, once on the afternoon of Feb 5th, and again on Feb 18thAll of this information was explained to them
In response to the desired resolution1.) I am unable to refund the $of the invoice, because the homeowner has not paid the invoice2.) We always tell the customer that we need to look at the furnace before we are able to give an estimate of cost and time for repairs3.) Our work order states, "Workmanship guaranteed for thirty dayReplacement parts carry manufactures warranty only."
In conclusion we were unable to repair the furnace on the Friday afternoon of Feb 5, because parts were not available to us to do soThe homeowner did not want us to order the parts for repair the following weekWe are billing for the time we spent after the homeowner requested us to inspect the furnace, and for maintenance work of replacing the nozzle and adjusting the electrodesWe are billing for the time and parts that were put into the job
In conclusion we were unable to repair the furnace on the Friday afternoon of Feb 5, because parts were not available to us to do soThe homeowner did not want us to order the parts for repair the flowing weekWe are billing for the time we spent after the homeowner requested us to inspect the furnace, and for maintenance work of replacing the nozzle and adjusting the electrodesWe are billing for the time and parts that were put into the job

Initial Business Response /* (1000, 17, 2015/08/11) */
To Whom It May Concern,
I would like to first apologize for the late response to Mr*** complaintI just recently purchased the business and am not as timely as I would like to be with this matter
After looking into Mr*** concern
I don't have much to offer in terms of the vibration of his tank less water heaterOn the day we were at Mr*** home to try and fix the problem our technician had to contact the manufacturer's technician support to assist in diagnosing the problemThey had explained to our technician that the problem is with air bubbles in the water line that services the tank less water heaterI understand that Mr*** is not happy with the manufacturer's diagnosis, however this is what we will have to accept on our end
We are sorry for Mr*** dissatisfaction of our companyWith that being said we have zeroed out Mr*** owing any money to Brent's Heating and Cooling
Please accept our apology
Regards,
Dean ***
Initial Consumer Rebuttal /* (2000, 19, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2016/03/10) */
Our company was contacted by the client on the afternoon of February 5th, stating that they had no heat. She requested that we send a hvac tech out to look at the furnace. We make no promise to a homeowner before inspection of the furnace to...

what the problem is, or how quickly it can be repaired. Until there is an inspection of the unit we do not know what the problem is. We informed the homeowner that we charge $90.00 an hour, and we also charge for travel time. The homeowner did inform us that they had ran out of fuel oil, and that they had the fuel oil tank filled the day before.
The tech went to the home and inspected the furnace. When there is a situation with a fuel oil furnace that has had the oil tank run dry it is standard procedure to replace the nozzle on the furnace. This is done because the sediment in the bottom of the fuel oil tank is sucked into the system. The nozzle that sprays the fuel into the flame in the furnace becomes fowled and needs to be replaced. The charge for the replacement of the nozzle was $15.00. The tech also found that the electrodes for the furnace were out of alignment, which he corrected. At that point the tech was able to attempt to restart the furnace and obtain the fact that the transformer had failed on the furnace. He then researched information on the part and found that we could obtain the part no earlier than the following Monday. Total time spent on the premises was two hours.
The homeowner was notified to the facts that we had gathered. The homeowner did not want us to order the part.
Management has talked to the homeowners on two separate occasions, once on the afternoon of Feb 5th, and again on Feb 18th. All of this information was explained to them.
In response to the desired resolution. 1.) I am unable to refund the $195.00 of the invoice, because the homeowner has not paid the invoice. 2.) We always tell the customer that we need to look at the furnace before we are able to give an estimate of cost and time for repairs. 3.) Our work order states, "Workmanship guaranteed for thirty day. Replacement parts carry manufactures warranty only."
In conclusion we were unable to repair the furnace on the Friday afternoon of Feb 5, 2016 because parts were not available to us to do so. The homeowner did not want us to order the parts for repair the following week. We are billing for the time we spent after the homeowner requested us to inspect the furnace, and for maintenance work of replacing the nozzle and adjusting the electrodes. We are billing for the time and parts that were put into the job.
In conclusion we were unable to repair the furnace on the Friday afternoon of Feb 5, 016 because parts were not available to us to do so. The homeowner did not want us to order the parts for repair the flowing week. We are billing for the time we spent after the homeowner requested us to inspect the furnace, and for maintenance work of replacing the nozzle and adjusting the electrodes. We are billing for the time and parts that were put into the job.