Wednesday, September 12, To Whom It May Concern, We are writing in response to complaint ID# [redacted] Capital Heat Incwould like to sincerely apologizc for any inconvenience caused in regards to the installation of the equipmentUpon 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 complaintA 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*Office Assistant
Monday, January 27, To whom It May Concern, Capital Heat Incis writing in regards to the complaint made by [redacted] ***, ID number [redacted] On 12/22/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 house calls prior to [redacted] s resulting in the delay of waiting until approximately pm that nightUnfortunately we cannot determine the length of time it will take at each house, but we do apologize for the delayThe 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/On 12/23/at 10:am [redacted] was phoned in regards to the parts pricing and availability, advising the lead time of the part was 3-S business daysSince there was no answer a message was left with this informationOn 12/24/at 9: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 orderTaking consideration there was a general delay In shipment, due to the holiday season, the parts were delivered to Capital Heat on 12/30/and the customer was notified at approximately 1:pm on 12/30/and was scheduled that same day to have the parts replaced; job was completed at 4:pmThe shipment was within the time frame provided to the customer so therefore no contact was madeIf there was a delay in the shipment [redacted] would have been notified right away On 1/21/a service call was received where the furnace was acting up and there was also water leakingCapital Heat arrived in the time frame given to the customer of a 1-arrival, also noting we could not be there until after pm as per [redacted] s requestAS per diagnostics performed it was recommended to replace the collector box on the furnaceOn 1/23/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 replacementsWe 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 $The break down of the charges is as follows: 12/22/- Diagnostic fee $ 12/30/- Parts and additional labor fee $ 1/23/- Additional labor fee and Capital Heat space heater rental $ Again, we do sincerely apologize and hope to be of better service if [redacted] decides to use Capital Heat In the futureIf there are any further questions regarding this matter please let us know Thank you, [redacted] Office Manager
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]
On day #2, of living in my new house, the 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,with still no warranty or $2,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, ***, 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 $ The first company was clearly trying to take advantage of my non-technical understanding of the situation
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
Tuesday, December 16, 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 liarThat is not something we are not trying imply and would like to further explain our standard pricingAttached 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] dealerCapital Heat follows what the suggested dealer pricing is and in this case the consumer was charged less the dealer sell costTo provide more explanation on the standard pricing, that is in reference to the actual product and not labor costsYes, labor charges have changed in 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 costOnce 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/ [redacted] was provided the option of changing the ignition control with the price before it was installedIf the price was In question at that time, the option was open to decline the part to be installedAgain, we offer our sincere apologies for any inconvenience and please let US know if there are any further questionsSincerely, [redacted] ***Office Assistant
Wednesday, September 12, To Whom It May Concern, We are writing in response to complaint ID# [redacted] Capital Heat Incwould like to sincerely apologizc for any inconvenience caused in regards to the installation of the equipmentUpon 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 complaintA 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
*Office Assistant
Monday, January 27, To whom It May Concern, Capital Heat Incis writing in regards to the complaint made by [redacted] ***, ID number [redacted] On 12/22/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 house calls prior to [redacted] s resulting in the delay of waiting until approximately pm that nightUnfortunately we cannot determine the length of time it will take at each house, but we do apologize for the delayThe 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/On 12/23/at 10:am [redacted] was phoned in regards to the parts pricing and availability, advising the lead time of the part was 3-S business daysSince there was no answer a message was left with this informationOn 12/24/at 9: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 orderTaking consideration there was a general delay In shipment, due to the holiday season, the parts were delivered to Capital Heat on 12/30/and the customer was notified at approximately 1:pm on 12/30/and was scheduled that same day to have the parts replaced; job was completed at 4:pmThe shipment was within the time frame provided to the customer so therefore no contact was madeIf there was a delay in the shipment [redacted] would have been notified right away On 1/21/a service call was received where the furnace was acting up and there was also water leakingCapital Heat arrived in the time frame given to the customer of a 1-arrival, also noting we could not be there until after pm as per [redacted] s requestAS per diagnostics performed it was recommended to replace the collector box on the furnaceOn 1/23/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 replacementsWe 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 $The break down of the charges is as follows: 12/22/- Diagnostic fee $ 12/30/- Parts and additional labor fee $ 1/23/- Additional labor fee and Capital Heat space heater rental $ Again, we do sincerely apologize and hope to be of better service if [redacted] decides to use Capital Heat In the futureIf there are any further questions regarding this matter please let us know Thank you, [redacted] Office Manager
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]
On day #2, of living in my new house, the 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,with still no warranty or $2,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, ***, 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 $ The first company was clearly trying to take advantage of my non-technical understanding of the situation
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
Tuesday, December 16, 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 liarThat is not something we are not trying imply and would like to further explain our standard pricingAttached 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] dealerCapital Heat follows what the suggested dealer pricing is and in this case the consumer was charged less the dealer sell costTo provide more explanation on the standard pricing, that is in reference to the actual product and not labor costsYes, labor charges have changed in 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 costOnce 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/ [redacted] was provided the option of changing the ignition control with the price before it was installedIf the price was In question at that time, the option was open to decline the part to be installedAgain, we offer our sincere apologies for any inconvenience and please let US know if there are any further questionsSincerely, [redacted] ***Office Assistant
both my furnace and generator were installed quickly and efficiently installers were polite and very professional