C & A Harley-Davidson, Inc.

We have been in contact with Ms*** through out this ordealOver the last few weeks she has not respondedWe installed a boiler in her home and the boiler has worked wellWe found more issue relating to the heat distribution of the steamThere have been a series of issues that needed
addressingOn 12/21/out technician arrived at the home and found there to be some steam vents that were not part of the initial install and a repair on the piping that also needed to be addressedHe performed the part repair but was not equipped to perform the piping repairWhile on site he wrote estimates and documented that the radiators needed some workThe return for the pipe repair did fall through the cracks and when Ms*** called back to us we were a little lost as what to do as the initial tech was on vacationWe sent a different tech to verify what needed to be done on 1/3/On 1/9/we had a plumber arrive at her home and initiate the piping repairAt that time he believed that the system would be operational, because the boiler was working wiparametersI spoke with Ms*** after that and she stated that parts of her house were still not operationalWe sent our most Sr Steam Boiler Technician to her house on 1/12/At the home he found that the radiators needed repairs as was told in a previous work order in DecMs*** did not believe what we have done was necessaryHowever it was all necessaryWe are not at an impasse as she does not want to pay for the additional work that was originally quoted in Dec and then again in January

We are schedule to meet with the customer at his home on Monday 3/12/

I am rejecting this response because: I want the receipt sent to my home.*** *** ***
*** ** ***
Regards, *** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Thank you for the reply We regret that you are not satisfied with our response and financial offer to address your concerns Copies of the work orders were sent to your email address on file with our company (***@***.com) at the time service was provided; please advise if we should utilize a different email address The service fee your are contesting is for the emergency no heat dispatch on a Saturday that was quoted and agreed to by you during multiple phone conversations in advance of the service visit on January 7th Upon arrival it was discovered your home was heated to the temperature setting you selected; we diverted a technician from otherwise attending to homes with with no operational heat Our invoice broke out the cost of the service charge and repair part (thermostat) separately whereas many companies employ a different billing practice where a 'flat rate' is charged for a repair part and the applicable labor is built into that amount The parts installed by the other contractor (pressure switch, circuit board, etc.) over multiple visits included measures our technicians previously suggested and advised might be necessary Various components were tested with meters and other devices during the visits but absent identifying abperformance characteristics it would be unethical to definitively recommending replacement of a part that is operating properly under testing Our technicians are human and, as such, are fully capable of making mistakes When we make errors we step up to accept responsibility In reviewing phone records and debriefing all of the parties that visited your home we found no issues that warrant refunding the service call The actions of our technicians were completed at your direction in avoiding the costs of replacement parts if possible and ultimately assisted you and the subsequent contractor by having ruled out several potential causes of the intermittent operational issue Despite that you stated that several additional visits were still required You stated being interested in replacing the furnace during a call to our offices In pursuit of a successful resolution we will discount a new furnace by the amounts you paid to us as well as other contractor, providing you with a higher efficiency furnace complete with a year warranty and eliminating the corroded single wall flue pipe that is a concern.Your message indicates our initial reply only provided a brief overview We did invest the time to review all of the recent interactions before submitting that response An outline is provided belowRespectfully submitted, -Brian RitterHistory: Thursday, January 5thThe client contacted our services due to his furnace not heating properly. The system was operational upon arrival and the client indicated that the issue intermittent. The heating unit is located in a crawl space and through diagnostics the technician found several components in need of attention: the flame rectification safety device ohm readings were poor; the flue pipe traveling from the furnace to the chimney was single wall pipe and heavily corroded in several locations; the thermostat control terminals were corroded likely from a battery that leaked inside the thermostat. The technician advised that intermittent issues are often electrical in nature and although the main control board appeared in good condition it could be a contributing factor. Options were discussed with the client ranging from cleaning the components to replacing some of the components, with pricing provided for each approach. The client requested that our technician clean the flame rectification sensor This is not an uncommon approach so as to avoid investing monies in replacement parts that might not be necessary After performing the service the addressed components were tested and found to have improved readings. The furnace was cycled several times through the thermostat control and operated without issue, as observed by the clientSaturday, January 7thPhone: The client contacted our offices many times on this date both requesting and cancelling services. The weather was extreme on this date with outdoor temperatures in the single digits. The client first called our offices around noon and indicated he wanted to schedule a time for a technician to return to his home but it wasn’t an emergency. Our office was open with additional staff both in the field and on the phones to address high client demand. Because the client indicated it wasn’t an emergency the dispatcher offered for our technician to return on Monday afternoon and the client indicated that would be fine. Phone: Approximately two hours later the client called and again and requested service on Saturday if possible. The dispatcher explained the applicable emergency service fees for coming out to the house on Saturday and our focus was on no heat emergency calls. The client told our dispatcher that he has no heat. Our dispatcher reviewed the work scope and suggested measures listed in our system for the previous visit. The dispatcher and the client discussed whether he wanted to book the appointment and the applicable fees for approximately an extended period of time over the phone. The client asked if he could wait until Sunday for the service and it was explained that was an option. Ultimately he selected to schedule the call for SaturdayPhone: Approximately thirty minutes later called back asking questions about the costs and timeline associated with replacing the furnace, indicating he had used us for a new system in his previous home. The dispatcher advised him that he might only need a simple repair and if he was interested in a new system our representative could provide information while at his home. Our dispatcher advised that we could not provide and exact arrival time but he doesn’t need to wait at the house as our technicians will call ahead to his mobile phone approximately minutes before arrival. Phone: The client called again two hours after requesting service inquiring regarding the status of his call as his house was getting coldHe recanted the history again. The dispatch service explained that there is a heavy volume of no heat calls and they are getting to everyone as fast as they can but how long each repair requires is unknown until we arrive on site. The client requested to receive a phone call from one of the technicians. Phone: The client called again indicating he had no heat. He stated that a technician did contact him as requested but wanted a better idea of when someone would arrive. The dispatcher explained that an exact time could not be provided but the technicians will call when on the way to his home. The client requested another call from one of the technicians that was currently attending to no-heat situations in other homes. The client indicated a belief that the problem was the thermostatOn Site: Our technician arrived on site and found the house temperature to be equal to the temperature setting on the thermostat; the heat was operational. The technician removed the thermostat and reviewed the corroded contacts with the customer; the client requested the thermostat be replaced and was provided a cost of doing so. The client also requested that the technician evaluate the work completed by the first technician three days earlier. All of the action items were repeated and a recommendation was again made regarding the flue pipe. The technician further discussed and addressed additional questions and directions from the client while on site for approximately hours to verify the system continued to operate normally. The technician mentioned the control board and typed in the work order provided to the client the technician noted “if there are any more problems with the furnace there must be an intermittent issue that was not yet observed yet.” Upon presenting the bill for the services that were quoted both over the phone and on site the client disputed the amounts. The client indicating finding a thermostat online that was cheaper; our technician explained the difference in the grade of thermostat and the fact the one installed is supported by a five-year warranty. Ultimately the technician reduced the service call to minutes of labor and our cost on the thermostat so as to be able to continue on to his next appointmentSunday, January 8th Shortly before 1:am in the morning the client went online and filled out a complaint with the Revdex.com disputing the fees he was quoted and agreed to during multiple recorded conversations with our office. We did not learn of this complaint until the later the following day. Monday, January 9th The client called our offices early in the morning to verify cancellation of the appointment that he originally scheduled for Monday afternoon during his first call to our office on Saturday. Our representative confirmed and asked if everything was working and if there was anything else we could assist with at this time Again, we were not yet aware of his Revdex.com filing. The client indicated everything was fine and thanked our representative. The client was contacted as a routine follprocedure related to the flue pipe in the crawl space. He indicated he was interested in talking but was currently on the treadmill and asked if we could call back at another time. When the client was called back he explained that he was unhappy with the service and the only thing that would make him happy was giving him his money back

Mrs***, I hope this message finds you well. This message is in response to your concerns related to a gas line in your home. It appears that your concerns were incorrectly filed with the Revdex.com office serving Washington, D.Cand not the Buffalo office, resulting in communication
delays. We did attempt to contact you after receiving notification from the Revdex.com but you disconnected the call. In reviewing the service visits completed to your home related to the generator, the following dates were identifiedMay 8, 2012: Generator system was installed at the residenceMay 9, 2012: customer called and stated keys would not work to get generator open; advised client to push down on lid while turning key to release latch that is tight for wind protection reasons. Customer stated he would call back if didn’t workClient indicated the gas company was coming to inspectMay 2013: generator system was maintained, no issues identified or concerns reported. April 8, 2015: generator service call, client distraught; found generator had not operated since February and no maintenance in over two years. Advised maintenance and options for remote monitoring and cold weather kitAugust 18, 2015: completed generator maintenance, installation of cold weather kit and remote monitorOctober 22, 2015: client called with operational concern; tested operation and simulated outage; system operated without issueJanuary 4, 2016: client called with concern regarding concerns related to the gas line installed with the generator; a *** *** Gas representative was reported to have been at the site and fixed a gas leak. It was requested that we dispatch a technician to review the gas line for the generator; no issues were noted and *** did not leave a ROA (receipt of advice) with homeowner. Submitted inquiry to *** Supervisor for region clients home is located in asking for information related to visit, and ROA and explanation of issues identified by their technician; we were notified no notes requiring action in system and they would submit an inquiry to technician for additional informationThe generator installation was inspected and approved by the jurisdiction having authority. In a call to our offices on May 9, referenced that the gas company was coming to inspect. During the four visits during the three and a half years that followed the technicians never noted a gas smell nor was the concern regarding a gas leak or odor ever communicated by you to our offices. *** protocol would be to shut-down gas supply if leaks were present. Inquiries to *** in January of resulted in no deficiencies being communicated (an additional inquiry has been submitted based on your recent message.My recollection is that we spoke in April of in advance of you setting up that service appointment; you had recently lost your husband and were anxious regarding getting the system addressed. My goal now, as it was then, is to offer assistance and provide peace-of-mind. But we are not able to do so if you will not speak with us. The contractor you referenced is not certified for the service or installation of *** generator systems, nor are they accredited by the Revdex.com. Based on the alert our office received it is believed that the unit tried to started without a gas supply and locked out. If there is an issue with a gas line that requires repair it is typically not a major investmentPlease reply at your earliest convenience to let me know if we can assist in restoring your generator to proper operation, and your faith in Zenner & Ritter, Incas a trusted service providerThank youRespectfully submitted, -Brian Ritter

As the client indicates, we visited his home upon request due to his furnace not heating The system was operating / not exhibiting the issue client described upon our arrival The system was evaluated with several different action measures offered Rather than replacing any parts
the client elected for the cleaning of components not operating properly as the system was overdue for maintenance The system was operationally tested before departure and cycled several times without issue The client was instructed to monitor the operation and contact our offices regarding any further issues The following weekend the client contacted our offices multiple times throughout the day regarding heating system concerns, applicable costs, information regarding a new furnace, etc The client was quoted service fees and ultimately requested a service visit on Saturday because he had no heat Upon arrival the home was found to be heated to the temperature set on the thermostat; the system was operating normally during the visit The technician showed the thermostats corroded battery contacts to the client who requested the thermostat be replaced The technician mentioned the control board may be the issue but no visual or measured performance anomalies were discovered during the evaluation The technician typed in the work order provided to the client “if there are any more problems with the furnace there must be an intermittent issue that was not yet observed yet.” The heating system was operational during both visits At the conclusion of the call the client disputed the thermostat and service fees which were quoted in advance The client provided payment and acknowledgement of the completed work once the charges were reduced significantly so that the technician could be freed to attend to clients without heat One of our representatives spoke with the client a day later and verified everything was working and inquired if there was anything else with which we could assist The client responded everything was fine and did not mention any concerns or the filing he already submitted to the Revdex.com. Proposed Resolution: The work scope completed was limited to the measures authorized by the client and quoted to and agreed upon by the client in advance The heating system was experiencing intermittent issues and several components identified by our technicians were ultimately authorized to be replaced by others To our knowledge, the flue pipe continues to be an unresolved concern The furnace was installed in an unconditioned crawl space by a different contractor for the previous homeowner and the repair/maintenance history is unknown There is currently no warranty left on the existing furnace In order to provide peace-of-mind we can offer a guaranteed lowest price (discounted 20%) replacement of the furnace supported by a year warranty This discount allows the client to pursue the new system he indicated being interested in while also recapturing the monies he invested in repairing the existing system both through our company and other contractors

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Thank you for taking the time to convey your concerns and impressions, and affording us the opportunity to address them.  We were surprised to receive this review since, after going through our email and phone systems, we find no record of any incoming calls or messages expressing concerns...

following our service visit to your home.  You indicated not being present during the service visit and perhaps the information you received second hand missed some of the details in the explanation and information shared by our technician. Prior to this service visit our Company had not previously completed any repair, maintenance or other mechanical work at your home.  Accordingly we had no service history on the furnace at issue and none was available at the home.  The assigned technician contacted our offices with the model and serial number of the furnace in your home and it was identified as a first generation [redacted] furnace aged 30+ years. The [redacted] furnace was a revolutionary design at the time, but it was plagued with issues.  At one time there was a heat exchanger replacement program in place for the unit from the manufacturer as they experienced a high failure rate.  The manufacturer representative we contacted indicated that your furnace never received the advised replacement heat exchanger.The design of the [redacted] furnace features a primary heat exchanger that can be tested only by pressuring it with a specially designed attachment.  Based on the age of the unit the concern would be potentially rupturing the heat exchanger if it was still intact as the unit is already a decade beyond its engineered design life. All that is necessary is a pinhole leak to create a potential carbon monoxide issues.  That model furnace is no longer supported through the [redacted] and replacement heat exchangers are not available.  The stainless steel that is described in your letter would be the secondary heat exchanger, not the primary heat exchanger. The secondary heat exchanger is not the component of primary concern with this unit. We are aware that in this day and age it is understandable for homeowners to be suspect of contractors as we have all seen news reports highlighting unscrupulous behavior.  And, to be fair, there are heating contractors in our market that focus on trying to sell a new system in every home they visit.  At no time in our operational history over the last 85 years has the focus of our service department been other than fixing or repairing when feasible.  Further, the technician that visited your home is paid hourly and has no quotas for sales.  The service provided and rate charged was exactly that which was described over the phone prior to the visit.  Based on the age, lack of maintenance / airflow restrictions, known issues with the primary heat exchanger in that model and overall visible condition of the unit we simply could not issue a statement that the unit was ‘operating safely’ due to the associated civil and criminal liability to both you and the new owners.With regard to the new furnace you installed, detail was not provided regarding the operating parameters of the unit selected. Please note that, at a minimum, it is important to utilize a monometer to calibrate the gas pressure, and airflow must be adjusted to achieve the proper temperature differential between supply and return on the unit. We are not sure if the new furnace installation was inspected by the Town.  We realize the home is now sold, but if you wish, we could visit the home while you are present to put your mind at ease regarding any potential exposure regarding the furnace installed.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Zenner and Ritter and I as of March 22, 2018 have agreed verbally to a...

solution.  They have offered to remove the present unit (1200$ job) and have a new unit put in (3,800$ job on what I see is a 2,000$ unit).  They will take 1,000$ off the price.  They have convinced me this is what should have originally been the first estimate.  The machine put in was not compatible with the situation I truly needed.  It is a bit of an "upsell", but in my eyes they are trying to reach an agreement.  I have worked with Tom on this agreement and, after talking on the phone and reaching a solution, I did, in finality,  request zenner and ritter please be a "guardian angel" on this machine should I have a problem, not 25 years down the road, but a couple of winters after its installed.
Regards, 
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The above narrative states the case and subsequent events briefly. I have in effect payed for service charges for multiple visits (paying for parts multiple times is not at issue) because Zenner and Ritter technicians could not resolve the problem. In effect I have paid for their inabilities/incompetence. I got no receipts for the work they did in spite of requests for the same. So - I would ask for receipts and for $129.99+tax back. FYI - furnace has been fixed by another vendor. No there is no issue with the furnace or its installation as claimed. The second vendor took several visits to solve the issue and did not repeatedly charge service fee to come - he did it just once and he gave me receipts!
Regards,
[redacted]

Revdex.com spoke to business and the following was relayed: The customer was not charged for anything after the first appointment. Normal charges are $89 for the service call plus parts and labor, all of which were waived for the customer after the initial appointment in an effort to help the customer. The...

notes from the first visit on 7/14 state that the customer was advised, that due to age, the furnace should be replaced. The customer chose to attempt to repair the unit. We did everything we could to try and get the unit to work.

We will mail the credit receipt to the [redacted] address.  It will go out tomorrow, as our mail has been picked up today already.

The amount of the repair order $201.63 was refunded on August 10, 2016.  The receipt was sent to the address we have on file for Mr. [redacted] which is [redacted]  [redacted].