C R E A M Construction Company

On November 18, the customer requested a service call for his Wall Heater Our technician serviced the pilot assembly, checked gas pressures and recommended a new pilot assembly and heater as the Wall Heater was quite dated Our tech returned to the office to obtain pricing Almost three weeks later, the customer approved this repair and we returned on 12/13/to install the new pilot assembly After installation on 12/13/the technician checked the Wall Heater for operation and found everything to be in working order The following day the customer called us with concerns of a gas (propane) leak Our office staff asked the customer to turn off the propane several times for safety reasons The customer refused Our technician arrived and turned the propane off at the tank He found a leak at a section of the wall heater unrelated to the previous pilot assembly repair The technician then attempted to quote a repair for the new problem but was asked to leave A propane leak is extremely dangerous and highly explosive Our concern for our customers' safety is always our number one priority

Thank you for the opportunity to respond to the recent statement you’ve received from our customer [redacted] regarding the HVAC service we provided at his home for on a York furnace We have provided service to Mr [redacted] since September, We have done two cleanings at his property and have made several service calls to repair his furnace that was installed by another company, that has since gone out of businessMost recently, we have been working closely with the manufacturer to determine the problems that Mr [redacted] has been experiencing On Oct, 10, 2014, Mr [redacted] called and said his furnace had gone outHe told us that this had happened multiple times, and Mr [redacted] would restart itIt would run for various lengths of time, and then it would happen againHe was concerned that it might happen when he wasn’t there, and could cause damage to his property with no heat for an extended period of timeHe asked for us to send a technician to see what was going onWe told him that as long as it was running, we couldn’t diagnose the problem, and that he should call back when the furnace was not running He called again on Nov20thWe sent our technician out that afternoonThe technician spent over an hour on site to determine what was causing the furnace to go offHe placed a call to York’s tech support to get assistance with the codesHe was unable to get through to York’s technical support, so after documenting the fault codes, he restarted the furnace and left the siteMr [redacted] was charged $109.00+tax that he was quoted when he called and asked us to come outAfter returning to the office, the technician called York againHe was able to leave a messageYork returned his call late the following afternoon Our staff worked with technical support and the warranty department at York for quite some time before we were given a direction on how to trouble-shoot the problems that Mr [redacted] was having with the furnaceWe have helped Mr [redacted] to utilize the parts warranty that he has on the furnace, but the labor charges to make the installations were not covered by that warranty After quoting an hourly rate of $port to port, Mr [redacted] asked us to return to his home on Dec17, to work through the process that York’s technical support suggested to determine the problemOur technician invested hours to this processBased on the results, it was determined that burners should be replaced Mr [redacted] was told that if he replaced the parts with the same type the parts would be covered by his warranty, but if he upgraded to a stainless steel parts, they would not be coveredIntallation charges would also need to be chargedMr [redacted] chose not to have the parts replaced We have not charged Mr [redacted] for anything that we have not quoted prior to dispatching our technician or making the repairsMr [redacted] has a right to be upset, but perhaps he should be looking to the company that installed the furnace originally or to the York Company that manufactured the furnaceWe have been very straight-forward about our pricing with Mr [redacted] , and feel that we’ve made a sincere and honest effort to resolve his problems As always, we appreciate your mediation services

Revdex.com: 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

We stand by our service Within days of this customer approving a repair we had the part arrive and were at his home to fix the issue Every time there was a separate issue with the heater and we only did the work the customer approved prior to serviceWe always let our customers know up front what our charges will be so there are no surprises It is unfortunate this heater cost more to fix than the customer feels it was worth

Tell us why here...On December 5, our delivery driver delivered heating oil into your oil tank Our driver performed a visual inspection of the tank and saw no obvious leaks or defects He then delivered gallons of oil into the tank When you saw the tank was leaking you rushed outside to inform the driver of this Because of the enviormental risk, we summoned all available help (our employees and equipment) We also contacted the fire department and asked for their emergency response All of our efforts were made in your best interest The fire department disconnected the tank from the fill and vent piping and placed it on its side to slow down the flow of fuel The fire department took complete charge of the spill event and our employees departed from the property.Our insurance adjuster met with you on December 8, and he also inspected your tank It appears the tank failed due to a hole forming from internal rust and corrosion that developed over time Our driver would not have been able to see this since it was an internal defect As the owner and user of the tank, you have the duty to properly maintain your tank to make certain it is fit for useWe have attempted numerous times to contact you to discuss these events We have been unable to locate you We would welcome the opportunity to meet with you face-to-face to discuss your unpaid invoices for the fuel and for our services Please contact us at ###-###-#### Thank you,

Revdex.com: 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Stated in my initial messageyou did h ave contact with meI spoke with Steve who represented your company and your receptionist on multiple occasionsSteve did not want to come to any resolution with me on this issue and told me he "did not have to deal with this" and ended our conversationI was there when your "Visual inspection? was performed and do not feel the second your driver spent on looking over my tank was sufficient I would appreciate you answering my prior quesiton of what your inspections consist ofI have a inspection report done by Downtown Fdl partnership in that was presented to me after the spillClearly states "The tank is rusted and may be leakingSome Drips and oil absorbe is below it" This was a visual inspection performed by Integrity inspections LLC (file attched)How they saw this in but not by your insurance or driver seems inconsistent Being a consumer I feel a professional company such as yourself should inform me of precautions that should be taken to prevent such a accidentI observed your operator and being barley able to walk prevented him from doing the complete inspectionAlso your driver had me fill the tank because he was unable to through the fence Being as my tank had been out of service for year which I informed your company of state legislator statesATCP Seldom-used and temporarily-out-of-service tanks.(a) The respective API or STI SPinspection cycle shall be current for a tank before it is placed back into service.(b) All leak detection, overfill, vent and fire valve devices shall be verified as functional before being placed back into service.(c) Tank systems out of service for more than days shall have a pressure test of the ullage portion to assure that tank connections are tight before the tanks are placed back into serviceIs this Legislator Followed by your company? If I need a to register my tank and have a pressure test done is that information that should be verified by a filler before filling? Being as I have never had a oil tank filled before I feel a company such as yourself should assist consumers that proper step are takenATCP Spill and overfill prevention.(1) General.(a) Prior to delivery, the operator of the fuel delivery equipment that is transferring the product shall ensure that the volume available in the tank is greater than the volume of product to be transferred to the tank.(b) The transfer operation shall be monitored constantly by the operator of the delivery equipment so as to prevent overfilling and spillingCan proper monitoring can be done from beyond a fence?If my Tank Need to have a pressure test and to be registered with the state for it to be filledI feel you a professional Fuel delivery company should have informed me a consumer the step that I needed to takeEspecially if your driver was not performing a pressure testTo resolve this issue I wish for you to respond and answer my question and what adjustments will be made to my bill Regards, Christoper ***

In reviewing this complaint, we went back to the technician to review his work order We have concluded our technician recorded his work incorrectly This resulted in an incorrect billing We will be crediting the invoice which generated this complaint and re-bill with explanation
We apologize for the inconvenience our customer experienced

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePlease ask *** *** to invoice me the $
Regards,
*** ***

I'm sorry that Mr*** feels that wayWe did check our records for dates, so we feel our response was accurateIf Mr*** would like to settle for our original charges of $723.20, I can credit the late fee and finance charges that have accumulated on his accountThe credit will be applied once his payment is received

Our visual inspections of a heating oil tank are to ultimately look for any obvious holes or defects in the tank. Your tank was corroding from the inside, which our driver was obviously unable to see. The legislative codes you have quoted refer to commercial gasoline, diesel, and liquid propane tanks. Heating Oil Tanks are exempt from all such Comm regulations. Also, there is no pressure test available for a heating oil tank. As we have stated, the integrity of heating oil tanks are the responsibility the tank’s owner. Our visual inspection is a courtesy extended to the ownerWe do not have your current phone number and are unable to call you. We invite you once again to please call us at ###-###-#### to schedule a face-to-face meeting so we may solve this ongoing billing issueThank you, Merwin Oil Company

Revdex.com:
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.I absolutely REJECT *** Oil's offerIt is ridiculous to think that I should have to pay for their service when they misdiagnosed the problem and did NOT provide the service I requested Mr*** claims his services are 'guaranteed'; however, this guarantee was never mentioned to me, it is not on their invoice & it is not mentioned on their website! After wanting to charge me $to replace a simple filter, there didn't seem any reason to call them back to further be 'taken' by his exorbitant fees and face yet another exorbitant charge for him to try to figure out the problem again.He states that it's hard for them to figure out intermittent problems; however, the other company figured it out - on the first and only trip out!
Regards,
*** ***

Revdex.com:
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Stated in my initial messageyou did h ave contact with me. I spoke with Steve who represented your company and your receptionist on multiple occasions. Steve did not want to come to any resolution with me on this issue and told me he "did not have to deal with this" and ended our conversation. I was there when your "Visual inspection? was performed and do not feel the 30 second your driver spent on looking over my tank was sufficient.  I would appreciate you answering my prior quesiton of what your inspections consist of. I have a inspection report done by Downtown Fdl partnership in 2011 that was presented to me after the spill. Clearly states "The tank is rusted and may be leaking. Some Drips and oil absorbe is below it" This was a visual inspection performed by Integrity inspections LLC (file attched). How they saw this in 2011 but not by your insurance or driver seems inconsistent.  Being a consumer I feel a professional company such as yourself should inform me of precautions that should be taken to prevent such a accident. I observed your operator and being barley able to walk prevented him from doing the complete inspection. Also your driver had me fill the tank because he was unable to through the fence.  Being as my tank had been out of service for 8 year which I informed your company of state legislator statesATCP 93.445  Seldom-used and temporarily-out-of-service tanks.(a) The respective API 653 or STI SP001 inspection cycle shall be current for a tank before it is placed back into service.(b) All leak detection, overfill, vent and fire valve devices shall be verified as functional before being placed back into service.(c) Tank systems out of service for more than 365 days shall have a pressure test of the ullage portion to assure that tank connections are tight before the tanks are placed back into service. Is this Legislator Followed by your company? If I need a to register my tank and have a pressure test done is that information that should be verified by a filler before filling? Being as I have never had a oil tank filled before I feel a company such as yourself should assist consumers that proper step are taken. ATCP 93.505  Spill and overfill prevention.(1)  General.(a) Prior to delivery, the operator of the fuel delivery equipment that is transferring the product shall ensure that the volume available in the tank is greater than the volume of product to be transferred to the tank.(b) The transfer operation shall be monitored constantly by the operator of the delivery equipment so as to prevent overfilling and spilling. Can proper monitoring can be done from beyond a fence?If my Tank Need to have a pressure test and to be registered with the state for it to be filled. I feel you a professional Fuel delivery company should have informed me a consumer the step that I needed to take. Especially if your driver was not performing a pressure test. To resolve this issue I wish for you to respond and answer my question and what adjustments will be made to my bill. 
Regards,
Christoper [redacted]

Hello,Our customer will be receiving his revised invoice with the 25% discount with his monthly April statement.  These monthly statements generally go out the second week of every month and therefore will be mailed the week of May 9th, 2016.  We do charge for a Trip & Dispatch and diagnostic time.  Our work is guaranteed so if this customer had called us back when his intermittent furnace problem continued we would not have charged him a second Trip & Dispatch and diagnostic fee.  Trying to diagnose an intermittent furnace problem is comparative to trying to diagnose a car's problems when taking it to the mechanic and the car is working; it is very difficult.  We are very sorry for the inconvenience our customer has experienced.

Hello,It is true that in December when I spoke with [redacted] we agreed to dismiss the bill, as there had obviously been some sort of misunderstanding from the beginning.  When we spoke, I set up your account to stop sending statements.  On January 1, 2018 our computer server was hacked and we...

lost all computerized data for the month of December.  We had to rebuild everything from scratch using the paper trails we had.  Unfortunately, due to this hacking your account was reset to send out statements again.  I truly apologize for this inconvenience.  I have once again changed your account and you should no longer receive a statement.  If you receive anything from us, please call me personally, [redacted]Thank you,[redacted]
Merwin Oil Company

Tell us why here...On December 5, 2014 our delivery driver delivered heating oil into your oil tank.  Our driver performed a visual inspection of the tank and saw no obvious leaks or defects.  He then delivered 150 gallons of oil into the tank.  When you saw the tank was leaking you...

rushed outside to inform the driver of this.  Because of the enviormental risk, we summoned all available help (our employees and equipment).  We also contacted the fire department and asked for their emergency response.  All of our efforts were made in your best interest.  The fire department disconnected the tank from the fill and vent piping and placed it on its side to slow down the flow of fuel.  The fire department took complete charge of the spill event and our employees departed from the property.Our insurance adjuster met with you on December 8, 2014 and he also inspected your tank.  It appears the tank failed due to a hole forming from internal rust and corrosion that developed over time.  Our driver would not have been able to see this since it was an internal defect.  As the owner and user of the tank, you have the duty to properly maintain your tank to make certain it is fit for use. We have attempted numerous times to contact you to discuss these events.   We have been unable to locate you.  We would welcome the opportunity to meet with you face-to-face to discuss your unpaid invoices for the fuel and for our services.  Please contact us at ###-###-####.  Thank you,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
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,m done

Revdex.com:
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Three Invoices for a total of 819.00 for a 400 dollar heater. There recollection of events are not accurate. I did accept the proposal for the repair after their first visit and a total bill of aapprox.300.00 dollars. the second visit and repair part they said resulted in the final repair of the heater. I smelled gas then but they said it was normal to smell gas on the initial lighting of the heater. The next day it still smelled of gas. I called and they did come out again and the guy was here for two minutes and told me he could tell what the problem was. He could fix it but it was going to cost me more money. They had not repaired it the other two times they were here so why would I sink another 225 dollars into a fix they could have spotted the first repair visit. The guy came after I filed a complaint with the Revdex.com. I thought he was here to take care of the problem. Instead he wanted to red tag the unit so no other company could fix the heater. After telling the employee to leave my premises he called the Fox Lake Police Department for a welfare check for a heater they knew was not being used. If they were so concerned with customer safety I would think they would have taken care of the problem at 600 dollars. They sent me another bill to add insult to injury. No call from the company at all to try and resolve this complaint. The next stop will be Call for Action News and small claims court!

On November 18, 2016 the customer requested a service call for his Wall Heater.  Our technician serviced the pilot assembly, checked gas pressures and recommended a new pilot assembly and heater as the Wall Heater was quite dated.  Our tech returned to the office to obtain pricing....

 Almost three weeks later, the customer approved this repair and we returned on 12/13/2016 to install the new pilot assembly.  After installation on 12/13/2016 the technician checked the Wall Heater for normal operation and found everything to be in working order.  The following day the customer called us with concerns of a gas (propane) leak.  Our office staff asked the customer to turn off the propane several times for safety reasons.  The customer refused.  Our technician arrived and turned the propane off at the tank.  He found a leak at a section of the wall heater unrelated to the previous pilot assembly repair.  The technician then attempted to quote a repair for the new problem but was asked to leave.  A propane leak is extremely dangerous and highly explosive.  Our concern for our customers' safety is always our number one priority.

We stand by our service.  Within days of this customer approving a repair we had the part arrive and were at his home to fix the issue.  Every time there was a separate issue with the heater and we only did the work the customer approved prior to service. We always let our customers know up front what our charges will be so there are no surprises.  It is unfortunate this heater cost more to fix than the customer feels it was worth.