C & A Harley-Davidson

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

Mrs [redacted] , 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 [redacted] 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 [redacted] did not leave a ROA (receipt of advice) with homeowner Submitted inquiry to [redacted] 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 [redacted] protocol would be to shut-down gas supply if leaks were present Inquiries to [redacted] 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 [redacted] 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

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, 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 years down the road, but a couple of winters after its installed 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 technicianPrior 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+ yearsThe [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 lifeAll 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 exchangerThe secondary heat exchanger is not the component of primary concern with this unitWe 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 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 selectedPlease 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 unitWe 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 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 belowThe above narrative states the case and subsequent events brieflyI 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 problemIn effect I have paid for their inabilities/incompetenceI got no receipts for the work they did in spite of requests for the sameSo - I would ask for receipts and for $129.99+tax backFYI - furnace has been fixed by another vendorNo there is no issue with the furnace or its installation as claimedThe 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] ***

BBB 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.

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