I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Thank you for contacting us with the written complaint from the customer in question. In response I would like to say yes we install a oil furnace with air conditioning and case coil at the address of [redacted] in [redacted] Va. in December of 2015. We made every attempt possible to please...
our customer and he was extremely happy with the work and craftsmanship done at the time. The unit/furnace worked properly and he bragged to us about how efficient it was and he had used very little oil for the winter. He begin to experience a problem around May of 2016 and we were called out to the property to check the system out. Our findings were that the oil pump on the burner was not pumping properly and we ordered a new one for replacement. This was covered under warranty and under the one year labor warranty so there was no additional charges to the customer. Because it had started to get warm the customer instructed me that he was not in a big hurry for us to install the new pump. As time went on he continued to enjoy the air conditioning system and we did a follow up visit to service the air conditioning system to make sure it was performing successfully since it was installed in the colder weather. We told the customer we would be back in the fall when the weather got cold to install oil pump and recheck the furnace. We returned to the property in October to install the pump and check out the oil furnace. The system ran and was performing until early November when we received a call from customer that he was hearing a surging type noise from the furnace like it was not getting correct fuel or something. We went back out and went over system but could not or never heard what the customer said the furnace was doing. In any attempt to satisfy him we replaced the nozzle and oil filter and went thru the system for any concerns. I called the customer 3 days later and he said it was working fine and he was having a good day. 2 days later he called me and said the furnace was making the noise again. We returned to the property and rechecked the furnace again and without finding any concrete evidence or hearing the noise he explained, we made some changes to the oil fuel lines and eliminated the two fuel line system since the system is gravity fed and two fuel lines are not required. (Thinking that the system maybe sucking in air causing a poof back noise). Once the fuel line had been eliminated we also cleaned the chimney in case of any soot build up in the flue. We did all this at no additional charge to our customer and we haven't charged him any additional monies since the system was installed. We started system and listen for any strange noises and watched burner for over a hour. No problems were found once again as to what could be causing the issues or noises he was hearing. By this time the customer became more disappointed and was getting impatient and I certainly can understand that given his health conditions, I might add that I have been very concerned with his health problems and every time I have been to the property I have expressed the importance of him to call me at anytime any hour if he had a problem. He has not done that and sometimes it's days before we have been able to contact him. I understand once again his health conditions and he has been under going treatments everyday. Every chance that we have been given to look into the problem it has been late evening and because of the time change it gets dark quick and we end up working in the dark which makes it even more difficult to troubleshoot and see everything. After this attempt was made the customer was upset and did not want us back at the property so I had to call the equipment sales manager and get him involve to get the customer to understand that before a company will issue new equipment or replace that there are certain procedures that has to take place. A representative from the equipment manufacturer contacted the customer and was able to convince him to let us return and take the proper readings and assured him that if indeed everything checked out they would indeed replace the burner on the oil furnace. We returned to the property on our last attempt on November 29th and took readings and gave the customer a written statement that we would warranty our labor for another year and repair/replace return duct work if needed since he had said he was hearing a noise when the furnace shut down. Our readings were good and the return duct work was not a problem but we resealed it with duct seal anyway. The noise he is hearing is only coming from when the fan starts after the burner reaches temperature which is all normal. In concluding this letter I would once again like to express the concern I have for my customer and wants more than anything for him to be satisfied. I explained to him and put it in the letter that we can not be responsible if there are fuel impurities or a problem with anything that was pre-existing prior to our install. Since we have wrote the letter and offering him a new warranty and guaranteeing him the replacement of the burner immediately the day after he filed a warrant in debt asking for reimbursement of the complete sale and the equipment be removed. I would also like to add that his sister who lives right next door to him had the same identical system installed by us after his and has not had one bit of trouble with hers. All we would like is for him to be understanding that problems you can't see are the most difficult and hard to find for a technician or service company. We would love to resolve this matter but giving back the money and removing equipment that has been used for over a year is a little unfair and unexpected. We feel certain that it's a very simple problem and probably just air that is getting in the fuel lines somewhere. At this time the customer patience has grown thin and I feel his health is playing a big part in this and I can certainly understand. We have never refused him service at anytime or neglected him. I even told him I would come out on thanksgiving day if I had to if he was without heat. It is my utmost concern to resolve this matter fairly and professionally but I have to be given the chance to return. If the customer wishes to hire another service company to look into the matter he can feel free to do that and we will pay that service company for anything that pertains to a problem we didn't see.I remainBrhvac
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Thank you for contacting us with the written complaint from the customer in question. In response I would like to say yes we install a oil furnace with air conditioning and case coil at the address of [redacted] in [redacted] Va. in December of 2015. We made every attempt possible to please...
our customer and he was extremely happy with the work and craftsmanship done at the time. The unit/furnace worked properly and he bragged to us about how efficient it was and he had used very little oil for the winter. He begin to experience a problem around May of 2016 and we were called out to the property to check the system out. Our findings were that the oil pump on the burner was not pumping properly and we ordered a new one for replacement. This was covered under warranty and under the one year labor warranty so there was no additional charges to the customer. Because it had started to get warm the customer instructed me that he was not in a big hurry for us to install the new pump. As time went on he continued to enjoy the air conditioning system and we did a follow up visit to service the air conditioning system to make sure it was performing successfully since it was installed in the colder weather. We told the customer we would be back in the fall when the weather got cold to install oil pump and recheck the furnace. We returned to the property in October to install the pump and check out the oil furnace. The system ran and was performing until early November when we received a call from customer that he was hearing a surging type noise from the furnace like it was not getting correct fuel or something. We went back out and went over system but could not or never heard what the customer said the furnace was doing. In any attempt to satisfy him we replaced the nozzle and oil filter and went thru the system for any concerns. I called the customer 3 days later and he said it was working fine and he was having a good day. 2 days later he called me and said the furnace was making the noise again. We returned to the property and rechecked the furnace again and without finding any concrete evidence or hearing the noise he explained, we made some changes to the oil fuel lines and eliminated the two fuel line system since the system is gravity fed and two fuel lines are not required. (Thinking that the system maybe sucking in air causing a poof back noise). Once the fuel line had been eliminated we also cleaned the chimney in case of any soot build up in the flue. We did all this at no additional charge to our customer and we haven't charged him any additional monies since the system was installed. We started system and listen for any strange noises and watched burner for over a hour. No problems were found once again as to what could be causing the issues or noises he was hearing. By this time the customer became more disappointed and was getting impatient and I certainly can understand that given his health conditions, I might add that I have been very concerned with his health problems and every time I have been to the property I have expressed the importance of him to call me at anytime any hour if he had a problem. He has not done that and sometimes it's days before we have been able to contact him. I understand once again his health conditions and he has been under going treatments everyday. Every chance that we have been given to look into the problem it has been late evening and because of the time change it gets dark quick and we end up working in the dark which makes it even more difficult to troubleshoot and see everything. After this attempt was made the customer was upset and did not want us back at the property so I had to call the equipment sales manager and get him involve to get the customer to understand that before a company will issue new equipment or replace that there are certain procedures that has to take place. A representative from the equipment manufacturer contacted the customer and was able to convince him to let us return and take the proper readings and assured him that if indeed everything checked out they would indeed replace the burner on the oil furnace. We returned to the property on our last attempt on November 29th and took readings and gave the customer a written statement that we would warranty our labor for another year and repair/replace return duct work if needed since he had said he was hearing a noise when the furnace shut down. Our readings were good and the return duct work was not a problem but we resealed it with duct seal anyway. The noise he is hearing is only coming from when the fan starts after the burner reaches temperature which is all normal. In concluding this letter I would once again like to express the concern I have for my customer and wants more than anything for him to be satisfied. I explained to him and put it in the letter that we can not be responsible if there are fuel impurities or a problem with anything that was pre-existing prior to our install. Since we have wrote the letter and offering him a new warranty and guaranteeing him the replacement of the burner immediately the day after he filed a warrant in debt asking for reimbursement of the complete sale and the equipment be removed. I would also like to add that his sister who lives right next door to him had the same identical system installed by us after his and has not had one bit of trouble with hers. All we would like is for him to be understanding that problems you can't see are the most difficult and hard to find for a technician or service company. We would love to resolve this matter but giving back the money and removing equipment that has been used for over a year is a little unfair and unexpected. We feel certain that it's a very simple problem and probably just air that is getting in the fuel lines somewhere. At this time the customer patience has grown thin and I feel his health is playing a big part in this and I can certainly understand. We have never refused him service at anytime or neglected him. I even told him I would come out on thanksgiving day if I had to if he was without heat. It is my utmost concern to resolve this matter fairly and professionally but I have to be given the chance to return. If the customer wishes to hire another service company to look into the matter he can feel free to do that and we will pay that service company for anything that pertains to a problem we didn't see.I remainBrhvac