Thursday, December 11, To Whom It May Concern,
We are writing in response to complaint 10# ***
Capital Heat would like to apologize for any inconvenience caused in regards to how *** *** feels in being priced gauged on the purchase of an ignition
control, 30W33.After review of *** ***'s account, we would like to state that all of our pricing is standard pricing and has not changed in over yearsRegardless of the time of year or from one customer to another, the pricing stays standardAt the time diagnostics were performed on 12/8/and it was determined the 30Wignition control needed to be replaced, *** *** was provided an option to change the part with the price at that time before it was installedThe item was installed, furnace was up and running and the service call was paid in fullIt was only after the item was installed a dispute was made regarding the sell cost of the partIn reference to the price of the part, actual *** dealer sell price is $plus tax; billed amount to the customer was $plus tax for ignition control only (labor was additional)At this time no refund will be provided since *** *** was charged less the actual sell costAgain, we apologize for this inconvenience and please let us know if there are any questionsSincerely.*** ***Office Assistant
Thank you for responding to my complaint There really is no resolution that I want from Capital Heat, I'm sure they would not refund the money we paid for them to come out and tell us we need a new boiler when in fact we did not An apology would be nice, if it could be in writing as I
do not want any further contact with them
I just want people to be aware that these people told us that they could not repair the boiler and we needed a new one for over $7,when in fact the boiler is being repaired by someone else with a part Capital Heat told us was not available If an apology is what it takes for people to be aware, then that's what I want
Thank you for your time
*** ***
Friday, September 11, To Whom It May Concern,
We are writing in response to complaint ID# *** regarding the corrective active Capital Heat will be proceeding withOn Thursday, September 10, Capital Heat's service manager Jon A*** made a scheduled visit to *** ***'s home to check over the equipment to report his findings to the officeUpon arrival he confirmed the equipment that was installed by Capital Heat February was still installed at the home and also confirmed with *** *** he has not used the equipment since our last visit in July Upon this determination Capital Heat has offered to replace the indoor and outdoor coil along with the outdoor condenser unit, with this said *** *** will be receiving a new AC unit at no charge; Capital Heat is covering the labor and material for replacementA phone call was placed to *** *** today, Friday, September 11, 2015 explaining our findings and corrective action*** *** was in agreement with replacing the equipment and it Is our understanding he is pleased with the outcome.
At this time this matter has been turned over to our parts department to order the material and equipment needed and advised *** *** we would be in contact with him from there to schedule a replacement dateIf there are any further questions regarding this matter please contact our office at 716-683-xSincerely,Kristen F*Office Assistant
October 20,Dear ***
This letter is in regards to complaint 10# ***
On October 2nd, Capital Heat's service department was called out to *** *** home for a no heat, blower not working on his furnaceUpon arrival of our technician and
diagnostics performed, it was determined the cause for no heat was due to a faulty pressure switch on the furnaceThe pressure switch was replaced, unit was operable and a total of $was collected.After receiving complaint ID# *** and reviewing the customer's account we found that the pressure switch was replaced under warranty at no charge (parts has a year warranty) only chargeable item was labor as Capital Heat's install labor warranty is a standard year; install took place June We were also able to pull a service bulletin issued by *** regarding this particular pressure switch recall and found *** ***'s unit falls out of the recall model and serial date rangeAttached please find a copy of the recall notification identifying model and serial number ranges; we have put a star next to the equipment in question for this complaintUpon gathering this information our Operations Manager John S*** has spoken with *** *** regarding this matter explaining the labor charge stood as to our labor warranty from installation and also the pressure switch fell out of the date range but it was replaced at no charge since it falls under the manufacturer's year parts warrantyDuring this conversation *** *** understood ofthe situation and tokeep in good customer service we will be issuing a refund of $for any troubles this may have caused; also letting *** *** know of the refund as well.
We would also like to address the customer service issue when *** *** was contacting our office to speak to someone regarding this matter, this is not how we handle customer service issues and would like to give our sincerest apologizes for the way the calls were handledOur Customer Service Manager will be discussing the handling of this call and future calls to prevent this from happening again
If there are any further questions regarding this matter please let our office know, ###-###-#### or ***
Kristen F*Office Assistant
I hired Fence All to fix two fence posts and a front gate
While the initial rep instilled much confidence in the job, the actual installers who showed up to do the job did not repair the fence properly - in fact they introduced a leaning problem by installing one post on the wrong positionThe gate was also badly installed
I had to call to have them come back and when they did they were extremely rude to me and refused to do anythingNeedless to say we were totally disappointed and upset
Finally after I took pictures and sent them to Fence All to show the problem they finally agreed to send a NEW installer who they said was not so rude and could do the job - I guess they knew about the rudeness of the first crew
Anyway the new installer actually was courteous and knew exactly what he had to do the fix the fence properlyI expected Fence All to have some sense of customer satisfaction but they did not once call me afterwards as a follow up
BEWARE
Good price, good service, installed exactly on time, and I got exactly what I wanted. The installer was great and made a good experience even better. Highly recommended.
Caught in a cold spell with a furnace that was inoperative was quickly and efficiently taken care of by Capital Heat. Being a Do-it-Yourselfer, Jeff and his crew had no problem with my periodically observing their progress and there was no question with the expertise and attention to detail given to each installation phase of both a [redacted] high efficiency furnace and air conditioning system. Reputable, knowledgeable, timely, efficient, courteous and cleanliness following the installation are what makes Capital a first choice for a heating and cooling contractor.
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]
Monday, January 27, 2014
To whom It May Concern,
Capital Heat Inc. is writing in regards to the complaint made by [redacted], ID number [redacted]
On 12/22/13 Capital Heat received a service tall for a no heat at his home at...
[redacted] We responded as quickly as we could to the call, on this particular day the technician had 9 house calls prior
to [redacted]s resulting in the delay of waiting until approximately 10 pm that night. Unfortunately we cannot determine the length of time it will take at each house, but we do apologize for the delay. The technician did diagnose the control board needed to be replaced also noting there was water in the basement, approximately two feet and further diagnostics needed once the part was replaced.
At this point the technician noted his work order that parts were needed for our parts department next business morning for Monday 12/23/13. On 12/23/13 at 10:34 am [redacted] was phoned in regards to the parts pricing and availability, advising the lead time of the part was 3-S business days. Since there was no answer a message was left with this information. On 12/24/13 at 9:16 am a call was received from the [redacted] residence approving the order of parts and Capital Heat's parts department was notified to proceed with the order. Taking consideration there was a general delay In shipment, due to the holiday season, the parts were delivered to Capital Heat on 12/30/13 and the customer was notified at approximately 1:04 pm on 12/30/13 and was scheduled that same day to have the parts replaced; job was completed at 4:33 pm. The shipment was within the time frame provided to the customer so therefore no contact was made. If there was a delay in the shipment [redacted] would have been notified right away.
On 1/21/14 a service call was received where the furnace was acting up and there was also water leaking. Capital Heat arrived in the time frame given to the customer of a 1-4 arrival, also noting we could not be there until after 1 pm as per [redacted]s request. AS per diagnostics performed it was recommended to replace the collector box on the furnace. On 1/23/14 a return visit was made and it was at this time the crack in the heat exchanger was discovered.
At the time of the service calls we came out for the service complaint made and diagnosed as per how it was called in as well as the part replacements. We do apologize for the amount of visit's that were made until it was discovered the heat exchanger was cracked.
For the Inconvenience that was caused we will be more than happy to refund [redacted] for the service calls and parts that were replaced, the amount refunded will be $757.90. The break down of the charges is as follows:
12/22/13 - Diagnostic fee $86.46
12/30/13 - Parts and additional labor fee $604.60
1/23/14 - Additional labor fee and Capital Heat space heater rental $66.76
Again, we do sincerely apologize and hope to be of better service if [redacted] decides to use Capital Heat In the future. If there are any further questions regarding this matter please let us know.
Thank you,
[redacted]
Office Manager
Tuesday, December 16, 2014
To Whom It May Concern,
This letter is in regards to complaint lD [redacted]
We would like to express our apologies if [redacted] feels that he Is being accused of being a liar. That is not something we are not trying imply and would like to further explain our standard pricing.
Attached is a page from the [redacted] dealer site showing the recommended list price to the consumer of $427,63, which does not include tax: and to which Capital Heat prices from, The page that was provided by the consumer to Capital Heat is off of [redacted], from multiple resources; and who is not a [redacted] dealer. Capital Heat follows what the suggested dealer pricing is and in this case the consumer was charged less the dealer sell cost.
To provide more explanation on the standard pricing, that is in reference to the actual product and not labor costs. Yes, labor charges have changed in 10 years but the standard product pricing has not, and that is what we are referring to; not labor, In order to determine a sell cost to the consumer, there has been a standard pricing table that Capital Heat has followed in order to determine actual sell cost. Once that sell cost is determined from the standard pricing table, it becomes the soil cost from consumer to consumer.
Once again, at the time of service on 12/8/14 [redacted] was provided the option of changing the ignition control with the price before it was installed. If the price was In question at that time, the option was open to decline the part to be installed.
Again, we offer our sincere apologies for any inconvenience and please let US know if there are any further questions.
Sincerely,[redacted]Office Assistant
Wednesday, September 12, 2015
To Whom It May Concern,
We are writing in response to complaint ID# [redacted]
Capital Heat Inc. would like to sincerely apologizc for any inconvenience caused in regards to the installation of the equipment.
Upon receiving the complaint,...
we were unaware there were any further issues with the equipment and assumed the unit was fine as our last visit and/or contact with [redacted] was on 7/11/2011.After review of [redacted]'s account and the multiple visits after the installation of the equipment In February 2009, we would like to set up a visit with our service manager to check over the equipment, verify what is going on with the equipment and come up with an action plan on resolving the complaint. A representative from our office will make contact with [redacted] today to schedule a visit, once we have collected the information we will respond with our findings and our action plan as well.
Again, we apologize for this inconvenience and please let us know if there are any further questions regarding complaint ID# [redacted].
Sincerely,Kristen F[redacted]Office Assistant
On day #2, of living in my new house, the 5 year old furnace failed. I contacted the company listed as the installer. Their tech gave me a "song & dance" about how there was no warranty, the cost to replace a broken part and additional PVC & labor would be approximately $ 1,000 with still no warranty or $2,600 for a new furnace with a warranty. I then contacted Capital as they had installed a furnace & C/A at my previous home. Thank goodness I did ! Their tech, [redacted], used various diagnosing equipment, said the part was not broken, just needed cleaning & the furnace was fine. The previous company had installed the PVC wrong. He corrected it & added additional PVC. Capital saved me $2500. The first company was clearly trying to take advantage of my non-technical understanding of the situation.
Thursday, December 11, To Whom It May Concern,
We are writing in response to complaint 10# ***
Capital Heat would like to apologize for any inconvenience caused in regards to how *** *** feels in being priced gauged on the purchase of an ignition
control, 30W33.After review of *** ***'s account, we would like to state that all of our pricing is standard pricing and has not changed in over yearsRegardless of the time of year or from one customer to another, the pricing stays standardAt the time diagnostics were performed on 12/8/and it was determined the 30Wignition control needed to be replaced, *** *** was provided an option to change the part with the price at that time before it was installedThe item was installed, furnace was up and running and the service call was paid in fullIt was only after the item was installed a dispute was made regarding the sell cost of the partIn reference to the price of the part, actual *** dealer sell price is $plus tax; billed amount to the customer was $plus tax for ignition control only (labor was additional)At this time no refund will be provided since *** *** was charged less the actual sell costAgain, we apologize for this inconvenience and please let us know if there are any questionsSincerely.*** ***Office Assistant
Very pleasedProfessionalWould recommend
Thank you for responding to my complaint There really is no resolution that I want from Capital Heat, I'm sure they would not refund the money we paid for them to come out and tell us we need a new boiler when in fact we did not An apology would be nice, if it could be in writing as I
do not want any further contact with them
I just want people to be aware that these people told us that they could not repair the boiler and we needed a new one for over $7,when in fact the boiler is being repaired by someone else with a part Capital Heat told us was not available If an apology is what it takes for people to be aware, then that's what I want
Thank you for your time
*** ***
Friday, September 11, To Whom It May Concern,
*Office Assistant
We are writing in response to complaint ID# *** regarding the corrective active Capital Heat will be proceeding withOn Thursday, September 10, Capital Heat's service manager Jon A*** made a scheduled visit to *** ***'s home to check over the equipment to report his findings to the officeUpon arrival he confirmed the equipment that was installed by Capital Heat February was still installed at the home and also confirmed with *** *** he has not used the equipment since our last visit in July Upon this determination Capital Heat has offered to replace the indoor and outdoor coil along with the outdoor condenser unit, with this said *** *** will be receiving a new AC unit at no charge; Capital Heat is covering the labor and material for replacementA phone call was placed to *** *** today, Friday, September 11, 2015 explaining our findings and corrective action*** *** was in agreement with replacing the equipment and it Is our understanding he is pleased with the outcome.
At this time this matter has been turned over to our parts department to order the material and equipment needed and advised *** *** we would be in contact with him from there to schedule a replacement dateIf there are any further questions regarding this matter please contact our office at 716-683-xSincerely,Kristen F
October 20,Dear ***
*Office Assistant
This letter is in regards to complaint 10# ***
On October 2nd, Capital Heat's service department was called out to *** *** home for a no heat, blower not working on his furnaceUpon arrival of our technician and
diagnostics performed, it was determined the cause for no heat was due to a faulty pressure switch on the furnaceThe pressure switch was replaced, unit was operable and a total of $was collected.After receiving complaint ID# *** and reviewing the customer's account we found that the pressure switch was replaced under warranty at no charge (parts has a year warranty) only chargeable item was labor as Capital Heat's install labor warranty is a standard year; install took place June We were also able to pull a service bulletin issued by *** regarding this particular pressure switch recall and found *** ***'s unit falls out of the recall model and serial date rangeAttached please find a copy of the recall notification identifying model and serial number ranges; we have put a star next to the equipment in question for this complaintUpon gathering this information our Operations Manager John S*** has spoken with *** *** regarding this matter explaining the labor charge stood as to our labor warranty from installation and also the pressure switch fell out of the date range but it was replaced at no charge since it falls under the manufacturer's year parts warrantyDuring this conversation *** *** understood ofthe situation and tokeep in good customer service we will be issuing a refund of $for any troubles this may have caused; also letting *** *** know of the refund as well.
We would also like to address the customer service issue when *** *** was contacting our office to speak to someone regarding this matter, this is not how we handle customer service issues and would like to give our sincerest apologizes for the way the calls were handledOur Customer Service Manager will be discussing the handling of this call and future calls to prevent this from happening again
If there are any further questions regarding this matter please let our office know, ###-###-#### or ***
Kristen F
I hired Fence All to fix two fence posts and a front gate
While the initial rep instilled much confidence in the job, the actual installers who showed up to do the job did not repair the fence properly - in fact they introduced a leaning problem by installing one post on the wrong positionThe gate was also badly installed
I had to call to have them come back and when they did they were extremely rude to me and refused to do anythingNeedless to say we were totally disappointed and upset
Finally after I took pictures and sent them to Fence All to show the problem they finally agreed to send a NEW installer who they said was not so rude and could do the job - I guess they knew about the rudeness of the first crew
Anyway the new installer actually was courteous and knew exactly what he had to do the fix the fence properlyI expected Fence All to have some sense of customer satisfaction but they did not once call me afterwards as a follow up
BEWARE
Good price, good service, installed exactly on time, and I got exactly what I wanted. The installer was great and made a good experience even better. Highly recommended.
Good guys they do a great job and would highly recommend them
Caught in a cold spell with a furnace that was inoperative was quickly and efficiently taken care of by Capital Heat. Being a Do-it-Yourselfer, Jeff and his crew had no problem with my periodically observing their progress and there was no question with the expertise and attention to detail given to each installation phase of both a [redacted] high efficiency furnace and air conditioning system. Reputable, knowledgeable, timely, efficient, courteous and cleanliness following the installation are what makes Capital a first choice for a heating and cooling contractor.
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]
Monday, January 27, 2014
To whom It May Concern,
Capital Heat Inc. is writing in regards to the complaint made by [redacted], ID number [redacted]
On 12/22/13 Capital Heat received a service tall for a no heat at his home at...
[redacted] We responded as quickly as we could to the call, on this particular day the technician had 9 house calls prior
to [redacted]s resulting in the delay of waiting until approximately 10 pm that night. Unfortunately we cannot determine the length of time it will take at each house, but we do apologize for the delay. The technician did diagnose the control board needed to be replaced also noting there was water in the basement, approximately two feet and further diagnostics needed once the part was replaced.
At this point the technician noted his work order that parts were needed for our parts department next business morning for Monday 12/23/13. On 12/23/13 at 10:34 am [redacted] was phoned in regards to the parts pricing and availability, advising the lead time of the part was 3-S business days. Since there was no answer a message was left with this information. On 12/24/13 at 9:16 am a call was received from the [redacted] residence approving the order of parts and Capital Heat's parts department was notified to proceed with the order. Taking consideration there was a general delay In shipment, due to the holiday season, the parts were delivered to Capital Heat on 12/30/13 and the customer was notified at approximately 1:04 pm on 12/30/13 and was scheduled that same day to have the parts replaced; job was completed at 4:33 pm. The shipment was within the time frame provided to the customer so therefore no contact was made. If there was a delay in the shipment [redacted] would have been notified right away.
On 1/21/14 a service call was received where the furnace was acting up and there was also water leaking. Capital Heat arrived in the time frame given to the customer of a 1-4 arrival, also noting we could not be there until after 1 pm as per [redacted]s request. AS per diagnostics performed it was recommended to replace the collector box on the furnace. On 1/23/14 a return visit was made and it was at this time the crack in the heat exchanger was discovered.
At the time of the service calls we came out for the service complaint made and diagnosed as per how it was called in as well as the part replacements. We do apologize for the amount of visit's that were made until it was discovered the heat exchanger was cracked.
For the Inconvenience that was caused we will be more than happy to refund [redacted] for the service calls and parts that were replaced, the amount refunded will be $757.90. The break down of the charges is as follows:
12/22/13 - Diagnostic fee $86.46
12/30/13 - Parts and additional labor fee $604.60
1/23/14 - Additional labor fee and Capital Heat space heater rental $66.76
Again, we do sincerely apologize and hope to be of better service if [redacted] decides to use Capital Heat In the future. If there are any further questions regarding this matter please let us know.
Thank you,
[redacted]
Office Manager
Tuesday, December 16, 2014
To Whom It May Concern,
This letter is in regards to complaint lD [redacted]
We would like to express our apologies if [redacted] feels that he Is being accused of being a liar. That is not something we are not trying imply and would like to further explain our standard pricing.
Attached is a page from the [redacted] dealer site showing the recommended list price to the consumer of $427,63, which does not include tax: and to which Capital Heat prices from, The page that was provided by the consumer to Capital Heat is off of [redacted], from multiple resources; and who is not a [redacted] dealer. Capital Heat follows what the suggested dealer pricing is and in this case the consumer was charged less the dealer sell cost.
To provide more explanation on the standard pricing, that is in reference to the actual product and not labor costs. Yes, labor charges have changed in 10 years but the standard product pricing has not, and that is what we are referring to; not labor, In order to determine a sell cost to the consumer, there has been a standard pricing table that Capital Heat has followed in order to determine actual sell cost. Once that sell cost is determined from the standard pricing table, it becomes the soil cost from consumer to consumer.
Once again, at the time of service on 12/8/14 [redacted] was provided the option of changing the ignition control with the price before it was installed. If the price was In question at that time, the option was open to decline the part to be installed.
Again, we offer our sincere apologies for any inconvenience and please let US know if there are any further questions.
Sincerely,[redacted]Office Assistant
Wednesday, September 12, 2015
To Whom It May Concern,
We are writing in response to complaint ID# [redacted]
Capital Heat Inc. would like to sincerely apologizc for any inconvenience caused in regards to the installation of the equipment.
Upon receiving the complaint,...
we were unaware there were any further issues with the equipment and assumed the unit was fine as our last visit and/or contact with [redacted] was on 7/11/2011.After review of [redacted]'s account and the multiple visits after the installation of the equipment In February 2009, we would like to set up a visit with our service manager to check over the equipment, verify what is going on with the equipment and come up with an action plan on resolving the complaint. A representative from our office will make contact with [redacted] today to schedule a visit, once we have collected the information we will respond with our findings and our action plan as well.
Again, we apologize for this inconvenience and please let us know if there are any further questions regarding complaint ID# [redacted].
Sincerely,Kristen F[redacted]Office Assistant
both my furnace and generator were installed quickly and efficiently. installers were polite and very professional
On day #2, of living in my new house, the 5 year old furnace failed. I contacted the company listed as the installer. Their tech gave me a "song & dance" about how there was no warranty, the cost to replace a broken part and additional PVC & labor would be approximately $ 1,000 with still no warranty or $2,600 for a new furnace with a warranty. I then contacted Capital as they had installed a furnace & C/A at my previous home. Thank goodness I did ! Their tech, [redacted], used various diagnosing equipment, said the part was not broken, just needed cleaning & the furnace was fine. The previous company had installed the PVC wrong. He corrected it & added additional PVC. Capital saved me $2500. The first company was clearly trying to take advantage of my non-technical understanding of the situation.