C R E A M Construction Company

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,
2013. 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 business. Most 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 out. He told us that this had happened multiple times, and Mr. [redacted]
would restart it. It would run for various lengths of time, and then it would happen
again. He 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 time. He asked
for us to send a technician to see what was going on. We 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 Nov. 20th. We sent our
technician out that afternoon. The technician spent over an hour on site to
determine what was causing the furnace to go off. He placed a call to York’s
tech support to get assistance with the codes. He was unable to get through to
York’s technical support, so after documenting the fault codes, he restarted
the furnace and left the site. Mr. [redacted] was charged $109.00+tax that he was
quoted when he called and asked us to come out. After returning to the office,
the technician called York again. He was able to leave a message. York 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 furnace. We
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 $109 port to port, Mr.
[redacted] asked us to return to his home on Dec. 17, 2014 to work through the
process that York’s technical support suggested to determine the problem. Our
technician invested 2.25 hours to this process. Based 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 covered. Intallation charges would also need to be
charged. Mr. [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 repairs. Mr. [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
furnace. We 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 date, I have not received an adjusted invoice, so I have no idea of what he plans to charge.  I have, however, received another invoice with interest charges added to it.  I don't feel I should have to pay for any service, because he did not provide the service I REQUESTED, which was to FIX the furnace.  Again, I think it more than fair to [redacted] Oil for me to pay the trip & dispatch charge ONLY!
Regards,
[redacted]

[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]