This letter is in regards to a complaint by [redacted] We are somewhat confused by her take on the service provided by our company. The original service call was written up as a furnace check and clean. While there we were to look at the air conditioner to tell her what it would take to get it up...
and running. On that service call, Sept. 9, 2017, we determined that the Furnace inducer was pulling high amps and recommended replacing it. The air conditioner would need a fan blade, condensing fan motor and a run capacitor. This first call totaled $88.00 ($80- for the Svc.Call and $8- for a filter) [redacted] chose to have the furnace repair made. On Sept. 15, 2017, we returned to replace the draft inducer. (This repair was $335- for the Draft Inducer installed). The technician cycled the furnace after the repair and all was running normal. He noted that on the work order. On Oct. 24, [redacted] called in shortly after we opened. She understood that it had been over 30 days (which is our policy on Service Calls) but, had asked if we could please come back out to check over the problem. I, personally, had spoken with her. It was 39 days since we were there but I told her at that time that we would forgo the Service Charge. However, if the problem was not directly related to the Inducer that we had replaced, the time on site would be chargeable. She agreed with these terms. When the technician got there, he had to trouble shoot the furnace. He was on site 40 minutes. He discovered that there was not enough voltage going INTO the furnace. He traced the problem to the electrical box. The panel was only sending 54 volts to the furnace — not the 120 volts required. Water was getting into the panel from the outside. He advised she call an electrician as soon as possible. Now, a couple of notes we would like to expound on. First of all, she mentioned that she had called and was quoted overtime rates. That would be the rule for any calls made after hours. The technicians on call do not have access to the records kept in the office. They are told to collect every time. With the call being over the 30 day limit, this rule applies. Secondly, to say we did nothing is totally erroneous. She had no idea that she had water coming into the electrical box. We spent 40 min. trying to determine the cause of her furnace not running properly. And when we DID figure it out, it certainly had nothing to do with the repair we had made. Which, by the way, the failing Inducer could not have been diagnosed properly if she had been having electrical issues at that time. So this was a "new problem". Since [redacted] was told that we would charge for time on site if not related to the Inducer. We charged her for the time to ascertain what her issues were. After all, we had expenses in going to her house. We sent a truck, a technician that expects to be paid and we did so within 90 minutes of our office opening. Our company has been in business for over 70 years. We pride ourselves on building good customer relationships. We are very sorry that she is disappointed but, we truly have done nothing wrong. She, by her own admission, states that we would not charge her unless something "new was wrong". In actuality, I told her there would be no charge if the problem had been with the inducer that we had repaired. If it was NOT the inducer, we would only charge for time on site. The electrical panel was a "new problem". We were gracious enough to charge her for 30 min. rather than the 40 we were there. This charge does not fall "under the $423- she already paid. That would be like having the brakes repaired on your car and expecting a gas leak to be covered under the same repair fee.It is sad that we have to defend ourselves when all was explained and agreed upon at the time of the call. I am also, sorry that we are presented in such a negative manner.We will reluctantly forgive the $40.00. But, let us go on the record as saying — IT IS MOST DEFINITELY NOT BECAUSE WE DIDN'T EARN IT!!! We certainly DID our job and we did it fairly. We are forgiving it as a gesture of goodwill. And we will be taking her off as our customer because we cannot afford to work for free.Thank you for your time and attention regarding this complaint.
This letter is in regards to a complaint by [redacted] We are somewhat confused by her take on the service provided by our company. The original service call was written up as a furnace check and clean. While there we were to look at the air conditioner to tell her what it would take to get it up...
and running. On that service call, Sept. 9, 2017, we determined that the Furnace inducer was pulling high amps and recommended replacing it. The air conditioner would need a fan blade, condensing fan motor and a run capacitor. This first call totaled $88.00 ($80- for the Svc.Call and $8- for a filter) [redacted] chose to have the furnace repair made. On Sept. 15, 2017, we returned to replace the draft inducer. (This repair was $335- for the Draft Inducer installed). The technician cycled the furnace after the repair and all was running normal. He noted that on the work order. On Oct. 24, [redacted] called in shortly after we opened. She understood that it had been over 30 days (which is our policy on Service Calls) but, had asked if we could please come back out to check over the problem. I, personally, had spoken with her. It was 39 days since we were there but I told her at that time that we would forgo the Service Charge. However, if the problem was not directly related to the Inducer that we had replaced, the time on site would be chargeable. She agreed with these terms. When the technician got there, he had to trouble shoot the furnace. He was on site 40 minutes. He discovered that there was not enough voltage going INTO the furnace. He traced the problem to the electrical box. The panel was only sending 54 volts to the furnace — not the 120 volts required. Water was getting into the panel from the outside. He advised she call an electrician as soon as possible. Now, a couple of notes we would like to expound on. First of all, she mentioned that she had called and was quoted overtime rates. That would be the rule for any calls made after hours. The technicians on call do not have access to the records kept in the office. They are told to collect every time. With the call being over the 30 day limit, this rule applies. Secondly, to say we did nothing is totally erroneous. She had no idea that she had water coming into the electrical box. We spent 40 min. trying to determine the cause of her furnace not running properly. And when we DID figure it out, it certainly had nothing to do with the repair we had made. Which, by the way, the failing Inducer could not have been diagnosed properly if she had been having electrical issues at that time. So this was a "new problem". Since [redacted] was told that we would charge for time on site if not related to the Inducer. We charged her for the time to ascertain what her issues were. After all, we had expenses in going to her house. We sent a truck, a technician that expects to be paid and we did so within 90 minutes of our office opening. Our company has been in business for over 70 years. We pride ourselves on building good customer relationships. We are very sorry that she is disappointed but, we truly have done nothing wrong. She, by her own admission, states that we would not charge her unless something "new was wrong". In actuality, I told her there would be no charge if the problem had been with the inducer that we had repaired. If it was NOT the inducer, we would only charge for time on site. The electrical panel was a "new problem". We were gracious enough to charge her for 30 min. rather than the 40 we were there. This charge does not fall "under the $423- she already paid. That would be like having the brakes repaired on your car and expecting a gas leak to be covered under the same repair fee.It is sad that we have to defend ourselves when all was explained and agreed upon at the time of the call. I am also, sorry that we are presented in such a negative manner.We will reluctantly forgive the $40.00. But, let us go on the record as saying — IT IS MOST DEFINITELY NOT BECAUSE WE DIDN'T EARN IT!!! We certainly DID our job and we did it fairly. We are forgiving it as a gesture of goodwill. And we will be taking her off as our customer because we cannot afford to work for free.Thank you for your time and attention regarding this complaint.