Burke Heating & Cooling

This is our letter in response to the complaint issued by the above referenced customer.We were to come out on Friday of the week in which this 2-Work Order was dispatched to us for the purpose of finding a leak in the atticwhen we arrived, she was pretty frantic over the leak and told me that they (2-10) would not fix her drywallI assured her they would do so several times.ln the attic, we found the drip pan leaning down on one end which kept the water from flowing to the drain, thereby causing a leakWe re-positioned the pan so that it was level and draining properlyI came back down from the attic and let Ms [redacted] know that I didn't see any actual leaks, but had fixed what was apparently causing the leak; however, I assured her that we weren't going to show up and just leave without finding a leak, and if there was still a problem, to let us know and we would be right back out the next day.Ms [redacted] called the next day to say it was leaking again and we came right back outShe let us know that she had to leave by 11:00o'clockAs her location was down in Bardstown and we are in Shepherdsville, we were unable to make it to her house until approximately 10:and immediately set to work trying to find the location of the leakWe found a leak in tubing from the unit to PVC drain which didn't appear to be draining properly into the drip pan, but was rather bypassing the pan and still leaking down outside of the pan, so we replaced the tubing with PVC and resealed those connections to the drain, after which we didn't see any further leakingWe again Ieft the customer with the understanding that we would return if it was discovered that there was still a leak.Two days later, Ms [redacted] called again indicating that it was still leaking in the garage and that her outdoor unit was making a lot of noiseI let her know we had nothing to do with the outdoor unit and that the leak would not have affected that unit at all$he claimed that it had to be us because it didn't do that before, so I set up another appointment to go out the next day to check out the leak situation as well as take a look at what was going on with the outdoor unitWhen I called her the next morning to let her know we were on the way, she told me she didn't need me because she had gotten someone elseShe said she was not going to let me come out and still claimed that we were responsible for whatever was going on with her outdoor unitI responded ok but that it wasn't fair to either one of usShe continued ranting about us being responsible for the outdoor unit, not accepting what I was telling her, so I did end the call by hanging up on her.As for calling her honey, I am years old and call everybody honey, and if I caused any distress over having done so, I am really sorryMy wife, who works with me on occasion, was even with me on one of the visits to Ms [redacted] 's home.Sincerely, [redacted] ***Burke Heating & Cooling

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Burke Heating & Cooling Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: We visited this house to respond to a [redacted] Homebuyer Warranty to determine the problemWe visited the home and checked the freon level, which at the time of our visit was at the correct levelCustomer admitted that he had had a friend in the HVAC business charge the system a couple of days before and tried to get his warranty company to use this individual but was unable to do so as they were outside of the systemWe let the customer know that with the freon having just been put in, unless there was a substantial leak in the system, it would not be able to be easily discovered and to give us a call in the next few weeks if it seemed as if the system was not cooling adequately and we would come back out and do a nitrogen leak test at that timeWe collected the $trip fee as is our right for visiting the home to assess an issue whether there is an issue found at that time or notCustomer called back after about 1-1/weeks and let us know that it appeared to be out of freonWe re-visited the home, did a nitro test and discovered a leak in the coilAs is the norm, we let the customer know that we would put through the request through [redacted] to obtain a coil and get the repair doneThere was no charge for this visit as we were simply following through on the initial callCustomer pressured [redacted] to get a coil in on the same day which is not the norm calling them and cussing them out several times during which time [redacted] did their best to satisfy irate customer and obtain a coil that could be installed that dayDuring the day, customer called us repeatedly threatening to just have his friend do it and see if [redacted] would cover itWe were alerted that a coil was in which was specifically geared for his unitThough the coil was not as tall as the previous coil, the base was exactly the same size and was installed into the unitWhen we attempting to hook the unit up to the PVC for drain, it was discovered that the brass fitting within the coil was strippedWe tried mail fittings which all stripped due to the faulty brass fittings with the coilWe advised the customer that we needed to take it back to get a an undamaged coilWe let him know that sometimes if the coupling is sufficiently coated with teflon it might work but it was up to himMr [redacted] wanted nothing to do with getting another coil and chose to put the coupling on himselfWe completed the job, installing a trap and dressing out the unit with metal tape where necessary to cover any exposed wholes left by previous coil tubing alignmentOnce finished, we collected $from the customer to cover for haul off and reclaim for freon which [redacted] does not cover and had been authorized by [redacted] as a valid charge, and left his homeThe next morning, we received a call from Mr [redacted] letting us know that his basement had flooded and that he had called the Revdex.com and threatening that he was going to have our license pulled and that we would never be able to purchase any equipment in the future from [redacted] , the company that had provided the coil, though we had let the customer know to give us a call if he had any issue with leaking and we would immediately come back to take care of it by getting a replacement, undamaged coilHe cussed my wife telling her he didn't want us back out because we did shoddy work as well as that we had installed the the PVC pipe on the wrong brass line; however, there is no question that it was installed on the correct line as, not only are the lines color coded, the correct brass fitting is fully open where the incorrect line has only half of the line openThere was nothing at all about the way that this situation was handled that was not done with integrity and in accordance with what is expected of us as an HVAC contractor in our capacity to the customer as well as to [redacted] Homebuyers WarrantyThroughout this whole episode, his main complaint had been that he wasn't able to get his HVAC friend to do the work which [redacted] can attest to as he complained to them repeatedly about not being able to use whom he wantedSincerely, [redacted] ***, [redacted] Burke Heating & Cooling ###-###-#### Sent on: 8/13/5:00:PM

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,
*** ***
This is completely false

Business Response to a Complaint



Complaint ID#:


[redacted]




Company Name:


Burke Heating & Cooling
...





Company Contact:


[redacted]




Company Phone:


###-###-####




Company Email:


[redacted]




Person Who Sent the Complaint:


[redacted]




Staff Member:


[redacted]



Response:
We visited this house to respond to a [redacted] Homebuyer Warranty to determine the problem. We visited the home and checked the freon level, which at the time of our visit was at the correct level. Customer admitted that he had had a friend in the HVAC business charge the system a couple of days before and tried to get his warranty company to use this individual but was unable to do so as they were outside of the system. We let the customer know that with the freon having just been put in, unless there was a substantial leak in the system, it would not be able to be easily discovered and to give us a call in the next few weeks if it seemed as if the system was not cooling adequately and we would come back out and do a nitrogen leak test at that time. We collected the $100 trip fee as is our right for visiting the home to assess an issue whether there is an issue found at that time or not. Customer called back after about 1-1/2 weeks and let us know that it appeared to be out of freon. We re-visited the home, did a nitro test and discovered a leak in the coil. As is the norm, we let the customer know that we would put through the request through [redacted] to obtain a coil and get the repair done. There was no charge for this visit as we were simply following through on the initial call. Customer pressured [redacted] to get a coil in on the same day which is not the norm calling them and cussing them out several times during which time [redacted] did their best to satisfy irate customer and obtain a coil that could be installed that day. During the day, customer called us repeatedly threatening to just have his friend do it and see if [redacted] would cover it. We were alerted that a coil was in which was specifically geared for his unit. Though the coil was not as tall as the previous coil, the base was exactly the same size and was installed into the unit. When we attempting to hook the unit up to the PVC for drain, it was discovered that the brass fitting within the coil was stripped. We tried 3 mail fittings which all stripped due to the faulty brass fittings with the coil. We advised the customer that we needed to take it back to get a an undamaged coil. We let him know that sometimes if the coupling is sufficiently coated with teflon it might work but it was up to him. Mr. [redacted] wanted nothing to do with getting another coil and chose to put the coupling on himself. We completed the job, installing a trap and dressing out the unit with metal tape where necessary to cover any exposed wholes left by previous coil tubing alignment. Once finished, we collected $93 from the customer to cover for haul off and reclaim for freon which [redacted] does not cover and had been authorized by [redacted] as a valid charge, and left his home. The next morning, we received a call from Mr. [redacted] letting us know that his basement had flooded and that he had called the Revdex.com and threatening that he was going to have our license pulled and that we would never be able to purchase any equipment in the future from [redacted], the company that had provided the coil, though we had let the customer know to give us a call if he had any issue with leaking and we would immediately come back to take care of it by getting a replacement, undamaged coil. He cussed my wife telling her he didn't want us back out because we did shoddy work as well as that we had installed the the PVC pipe on the wrong brass line; however, there is no question that it was installed on the correct line as, not only are the lines color coded, the correct brass fitting is fully open where the incorrect line has only half of the line open. There was nothing at all about the way that this situation was handled that was not done with integrity and in accordance with what is expected of us as an HVAC contractor in our capacity to the customer as well as to [redacted] Homebuyers Warranty. Throughout this whole episode, his main complaint had been that he wasn't able to get his HVAC friend to do the work which [redacted] can attest to as he complained to them repeatedly about not being able to use whom he wanted. Sincerely, [redacted], [redacted] Burke Heating & Cooling ###-###-####
Sent on: 8/13/2014 5:00:37 PM

This is our letter in response to the complaint issued by the above referenced customer.We were to come out on Friday of the week in which this 2-10 Work Order was dispatched to us for the purpose of finding a leak in the attic. when we arrived, she was pretty frantic over the leak and told me that...

they (2-10) would not fix her drywall. I assured her they would do so several times.ln the attic, we found the drip pan leaning down on one end which kept the water from flowing to the drain, thereby causing a leak. We re-positioned the pan so that it was level and draining properly. I came back down from the attic and let Ms. [redacted] know that I didn't see any actual leaks, but had fixed what was apparently causing the leak; however, I assured her that we weren't going to show up and just leave without finding a leak, and if there was still a problem, to let us know and we would be right back out the next day.Ms. [redacted] called the next day to say it was leaking again and we came right back out. She let us know that she had to leave by 11:00o'clock. As her location was down in Bardstown and we are in Shepherdsville, we were unable to make it to her house until approximately 10:45 and immediately set to work trying to find the location of the leak. We found a leak in tubing from the unit to PVC drain which didn't appear to be draining properly into the drip pan, but was rather bypassing the pan and still leaking down outside of the pan, so we replaced the tubing with PVC and resealed those connections to the drain, after which we didn't see any further leaking. We again Ieft the customer with the understanding that we would return if it was discovered that there was still a leak.Two days later, Ms. [redacted] called again indicating that it was still leaking in the garage and that her outdoor unit was making a lot of noise. I let her know we had nothing to do with the outdoor unit and that the leak would not have affected that unit at all. $he claimed that it had to be us because it didn't do that before, so I set up another appointment to go out the next day to check out the leak situation as well as take a look at what was going on with the outdoor unit. When I called her the next morning to let her know we were on the way, she told me she didn't need me because she had gotten someone else. She said she was not going to let me come out and still claimed that we were responsible for whatever was going on with her outdoor unit. I responded ok but that it wasn't fair to either one of us. She continued ranting about us being responsible for the outdoor unit, not accepting what I was telling her, so I did end the call by hanging up on her.As for calling her honey, I am 64 years old and call everybody honey, and if I caused any distress over having done so, I am really sorry. My wife, who works with me on occasion, was even with me on one of the visits to Ms. [redacted]'s home.Sincerely,[redacted]Burke Heating & Cooling