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To Whom It May Concern: The boiler that was installed is not low end equipment; it is equipped with electronic ignition and vent damperIt has a five year parts and labor warranty and a limited lifetime factory warranty on the boiler's vessel The alleged cost that Mr [redacted] is quoting is not a real life cost that he perhaps found information on the internet from a fly by night provider All equipment of this type not bought from a legitimate wholesaler and dealer causes all factory warranties to be null and void But just for example if we use these numbers and use standard industry mark up for overhead, profit and warranty reserve cost of material with proper markup would be $4465.00, add the $for labor, which is a low number it comes to $add the $emergency service call that was provided within hours of request on a day with -wind chill and visibility on Lake Road and the 3% the credit card company charges to process credit card payment it is quite obvious our price is fair market value, is well within industry average We stand by our price Sincerely yours, Frederick J M [redacted] PresidentEmpire Heating & Air ConditioningEast Ridge RoadRochester, NY 14621585-325-

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]

Empire Heating & Air Conditioing East Ridge Road Rochester, NY December, 2015[Date] [redacted] Dear [redacted] Thank you for notifying us of your complaintWe strive to provide our customers with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to knowWe’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused youTo ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we’ve notified the proper department of your complaintYour patronage is important to us, and in the future we will make sure to not only take care of any warranty issues that arise but we’ll also make sure we send a different technician to take care of these issues Please send us the bill from other company for review and reimbursementThank you again for bringing these matters to our attentionSincerely, Empire Heating & Air Conditioing East Ridge Road Rochester, NY President Fred Metzler

The furnace functions the way it was designed toIn our experience if we put the filter in the furnace the customer will not be able to change the filterThe metal duct work is vitally important to proper operationIf smaller vent is installed, the furnace will be unable to operate properly resulting
in the overheating in the winter and the AC coil freezing in the summerThe insulation became a problem after our installation when another contractor insulated the atticWe have no control over the ice damning that is caused by the weather

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
Thank you Revdex.com for the responseHowever, again, Empire
Heating has failed to provide me with what I’ve been asking for; now for the
eighth timeI want an itemized
breakdown of the costs associated with the installation of the Peerless Boiler
& accessories which were installed in my residence Providing a breakdown should not be difficult
I get an itemized breakdown from *** *** ***
when I have health issues; also I get an itemized breakdown from *** ***
when my car is servicedThis request is not out of the ordinary
In their letter to the Revdex.com, Empire has again only supplied
one number for the costAll other costs that they use are from my estimates
for the various other costsIf Empire believes my estimates to be “not real
life costs”, then tell me the costsThis lack of compliance to my request is
completely unacceptable; Empire continues to avoid the primary question I have
been asking with regard to the itemized breakdown of the costs of the boiler and
associated items that have been installed in my homeAt this point I believe they are not being truthful about the costs
I don’t want to get into a contest with Empire; but to
record the facts, I submit the following (attachments of warranties can be
provided as requested);
The Peerless Boiler MI-is one of the lowest end
boilers that Peerless manufacturesPeerless only has one unit that is lower
which is the MI-model, and that unit only provides 60,BTUs which is
significantly below the heating capacity necessary for my homeThe note that
the MI-has an electronic ignition and vent damper is a moot point because
all Peerless Boilers have these itemsThe fact is that my old boiler had an
electronic ignition and that boiler was almost twenty years old
There is no mention anywhere in the Peerless Warranty of
a five year warranty associated with the Peerless Boiler MI-The only item
with a five year warranty is the Honeywell Focus PRO series programmable
thermostatThis Honeywell warranty is listed in the product documentation;
however, to be enabled the warranty requires the bill of sale and dated proof
of purchaseSince I don’t have an itemized cost breakdown to show proof of
purchase, I do not have an enforceable warranty for the thermostat, if I need to
engage Honeywell because of a defective Focus PRO (Att-01)
Empire tries to cloud the conversation with using
language about “use standard industry mark up for overhead, profit and warranty
reserve cost of material with proper markup” which is just noiseI expect any
business to make a reasonable profitI don’t want to get into the economics of
Empires’ business but profitability was calculated in my initial estimate for
$with the Revdex.com
The Peerless Boiler MI-which was installed at my home
can be found at SupplyHouse.com a five star rated seller via GoogleSupply
House provides the same warranty mentioned by Empire because it is the Peerless
Manufacturer’s warranty for the boiler; year on the boiler, and Limited
lifetime on the Cast Iron section (Att-02)
The cost from Supply House for this Peerless MI-unit is $and they
will ship it for freeAnd Supply House is still making a profit*** ***
is a strong company with outstanding Customer Service reviews; otherwise Google
would have dropped them years ago And
Google is not a fly-by-night company
The comment about the emergency service call was
considered in my initial estimate for $when I rounded up the total by
$500.00; however, when I spoke with the Empire Service Tech who made the
initial service call to my home, he said that cost would be waived if I had
Empire install the boiler
Regarding the 3% credit card processing fee, it was
discussed with the Empire Service Tech during the initial service callI was
asked to pay cash and the bill would be reduced by $from the total or
use a credit card and pay the higher amountI chose to use a credit card, so the
processing fee was included in my billEmpires statement about 3% is just more
noise to confuse the issues
Empire owes me $that they over charged me for this
service, and that’s real life
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, *** ***
If the furnace was functioning properly I wouldn't have had to call 2x for NO HEAT! 2. The *** rep said they DO make furnaces where the filter is IN the furnace (like it was on my last furnace). Empire said they put my filter in the hallway for my convenience- it is NOT convenient for me at all! 3. There would be NO need for the metal duct work if they did NOT put the filter in the hallwayyou cannot hear or sleep.4. Other residents here have had new furnaces installed & the filter/vent is IN the furnace-NOT the hallwayInsulation coming out of the ceiling vents has been a problem ever since Empire installed them. They are supposedly 'sealed' so how is this STILL happening?6. Why did Frank (mngr) tell me the furnace has to work a certain way in order to prevent ice-damning?

To Whom It May Concern:
The customer is totally unrealistic in his cost of $
for the equipment installed. He wants
Empire to order equipment over the internet bypassing our local suppliers whom
we have a 50yr relationship with. This
is absurd and I refuse to negotiate against an unrealistic expectation
However in the spirit of compromise I would offer customer
$refund payable on receipt from customer a Letter of Release for any and
all claims
Sincerely,
Fred M***
President

I'm responding to the complaint filed by *** ***, we sent technicians over to the residence and installed a user friendly thermostat and adjusted the pump on the new boiler, the boiler is working correctly, first floor is heating correctly, on the second floor the radiators are baseboard
style that were installed a long time ago and will always be an issue until she replaces them, they were not part of the boiler installation contractThe boiler is working according to factory specs

Empire Heating & Air Conditioing 469 East Ridge Road              Rochester, NY 14621 December, 4 2015[Date] [redacted]
[redacted]
[redacted] Dear [redacted] Thank you for notifying us of your complaint. We strive...

to provide our customers with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know. We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we’ve notified the proper department of your complaint. Your patronage is important to us, and in the future we will make sure to not only take care of any warranty issues that arise but we’ll also make sure we send a different technician to take care of these issues.  Please send us the bill from other company for review and reimbursement. Thank you again for bringing these matters to our attention. Sincerely, Empire Heating & Air Conditioing 469 East Ridge Road              Rochester, NY 14621 President Fred Metzler

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.
Thank you Revdex.com for this new response. However, again, Empire
Heating has failed to provide me with what I’ve been asking for; now for the ninth time. I want an itemized breakdown of the costs associated with the
installation of the Peerless Boiler & accessories which were installed in
my residence.  Providing a breakdown
should not be difficult. I need this to understand what I have paid for and to
support any warranty issues that I may have with the products and service
associated with this installation.
 
It makes me wonder if Empire is hiding something. Is it the
fact that they may have over charged me and may have taken advantage of me as a
consumer is this situation – or because I trusted Empire to do the right thing
based of recommendations from friends and conversation with their employee – or
because I did not demand a written breakdown of what they were going to provide
before I agreed over the phone while on vacation – or that I was not present
when they performed the diagnosis and installation – or because I was in a bad
situation due to the weather (similar to flood victims or victims of natural
disasters) and was not present to watch every detail of the product and service
provided?
 
I do not understand why Empire is avoiding my request; other
than to say - to any reasonable person, I have been taken advantage of as a
consumer.
 
I don’t accept the “compromise” that Empire has offered, I want an itemized breakdown of the costs
associated with the installation as I have been asking for from the beginning
of this dispute.
 
What I will accept to close this dispute is the itemized
breakdown of costs and the $2000.00 cash refund; I will then provide Empire
with a Letter of Release for any and all claims.
Regards,
[redacted]

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]

To Whom It May Concern:
 The boiler that was
installed is not low end equipment; it is equipped with electronic ignition and
vent damper. It has a five year parts and labor warranty and a limited
lifetime factory warranty on the boiler's vessel.
The alleged cost that
Mr. [redacted] is...

quoting is not a real life cost that he perhaps found information
on the internet from a fly by night provider.  All equipment of this type
not bought from a legitimate wholesaler and dealer causes all factory warranties to be null and void.  But just for example if we use these numbers and use
standard industry mark up for overhead, profit and warranty reserve cost of
material with proper markup would be $4465.00, add the $1200 for labor, which
is a low number it comes to $5665.00 add the $145 emergency service call that
was provided within 2 hours of request on a day with -0 wind chill and 0
visibility on Lake Road and the 3% the credit card company charges to process
credit card payment it is quite obvious our price is fair market value, is well
within industry average.
 We stand by our price.
 Sincerely yours,
Frederick J M[redacted]
PresidentEmpire Heating & Air Conditioning469 East Ridge RoadRochester, NY 14621585-325-6760