Central Oregon Heating & Cooling Inc

While I can understand and appreciate that others have opinions based on their perceptions, this situation is one of expectations and disappointments for both partiesAs a company, it remains our goal to provide customer satisfactionWe regret that this has not worked out as planned and feel it is best to not use this venue to continue as a format for debate and debasing any one involvedThere are several factors between and that have led us to where we are at this pointWe cannot prove or disprove the statement regarding what another company may have determinedIt is apparent though,from their comments, the Honeywell thermostat system was the problem as we originally observedThis hopefully will allow this issue to be closedI am thankful that the *** ** ***s have heat and all is working as it should for them at this time

Revdex.comPO Box 1000DuPont WA 98327FAX: [redacted] / [redacted]ATTN: [redacted], Revdex.com Resolutions ConsultantRE:  Complaint ID [redacted]In response to this above complaint, we would like to submit the following.  Since I was on vacation, I am responding as timely as possible and hope you accept our comments.After thorough research, I created a chronological list of events and conversations.  The writer of the complaint is the daughter who was simply restating issues as she understood them and not necessarily as they occurred.  This being said, there is never any excuse for having a customer left unsatisfied with our services.  The new technology behind our new programmable thermostats is challenging to many of us. Since we install these regularly and routinely, it often requires that we spend time with the homeowner reviewing how to use them.  There are also times when we are requested to install a less complicated thermostat which we more than happy to do as well.  This scenario described in the complaint is very unusual, particularly for the technician involved.  We regret that our homeowner felt as she did.The original new thermostat was installed on Sunday, Nov 16,2014. On the following day, Monday Nov 17th, our technician was scheduled to return to the home because the homeowner said that the furnace was blowing cold air.  The homeowner was not home when he showed up for the scheduled call.  We did not hear anything from her.The tech was dispatched for the Dec 12, 2014 service call in question to diagnose the fireplace issue because it would not turn off.  The homeowner had it set to ‘on’ and not ‘auto’ which would have allowed it to shut down.  He then checked the gas furnace thermostat and found it set to 74 and reset it to 72.  He then asked the homeowner to call us immediately if the temp did not perform as expected so he could correct the problem if it continued.  We had not heard from her or her daughter until April 23, 2015 when she said she no longer wanted to use our services.On April 29  2015 her daughter called and said she wanted to return our thermostat and wanted her mom’s money back. We agreed to accommodate her request in an attempt to resolve the issue and on May 1st received the thermostat back and submitted a request that a refund check be issued in the amount of $219.95.The first call we received from her was on Monday, Memorial Day holiday and a message was left with our answering service. On Tuesday, before we could return the weekend calls, the daughter called very angry and upset, yelling aggressively on the phone about not receiving her check yet. After research, we reissued the check and mailed it immediately.  On May 29th our office called to confirm that the check had been received.  While I cannot excuse any miscommunication on our part, I do not accept that it was intentional or an attempt to take advantage of anyone.  I do appreciate the comments as constructive and we have revisited our procedures with everyone from the technicians to the office staff reminding all of us how important every customer contact is to us.

Unfortunately, this can be a life threatening situation and the International Gas Fuel codes require that the furnace be shut off and the owner advised of the unsafe condition. This is exactly what Austin did. Our technicians, including Austin, are Heat Exchanger trained and Certified by Heat...

Exchanger Experts. Central Oregon Heating & Cooling takes the safety of our customers very seriously.  If another technician or company/person turns the gas back on and continues to operate the furnace after our notification, assumes the liability for whatever may happen to both the furnace and the people living in that location. The consequences are dire and will compromise the safety of your furnace. Central Oregon Heating & Cooling has a free furnace guarantee because we stand behind our diagnosis 100%. If our diagnosis is proven incorrect by a qualified party, we will replace the furnace 100% free. If a person is not properly trained, they may not recognize the crack/hole and simply fix the part (as in this case) and subject the residents to health and safety exposure. As this can be over time or take a more immediate turn, it becomes even more dangerous if the residence does not have active carbon monoxide monitors. [redacted] choose to ignore our warning and not to seek the free second opinion in our 100% guarantee. We truly hope that he researched the consequences of his decision and wish him well. The diagnostic fee for our technician to come out and offer his opinion is $89.95 and is quoted up front. Our technician performed the service as requested.

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.
Sincerely,
[redacted]

This project began in Feb 2010 when the [redacted]s contracted with our company to install their heating system, along with some other items they wanted to add as they built the new house. Since they were building this themselves, it took place over a period of several years. Equipment was installed...

as they were ready and never all at one time and usually with long periods of time in between.  As we completed our work, we requested payment. They did not pay as agreed which became another issue.  Finally in Feb 2014, we suggested they update their system for several reasons. Some of which had to do with requirements in the equipment itself so would not be up to code standards any longer. The only cost to them was $1100 which covered some items not originally included. The equipment and labor were free for this upgrade. At this time a Honeywell two zone was included. This system was started up and operational at the time of this install. A year later, late Jan 2015, they contacted us with a not heating situation. They needed their thermostat setting adjusted and was working. No Charge. The following Dec 2015 they were having problems with the heat not keeping up with the extreme cold conditions. This was resolved by activated the heat strips in their AH. In Jan 2016 they were experiencing problems again and we repaired some wiring on the Honeywell zone system. It was operational until May 24, 2016 when it was determined that the Honeywell zone system needed a new circuit board and tstat. No Charge. The original heating/cooling system has a ten year parts warranty and a one year labor. The Honeywell tstat has a  year parts with no labor warranty.  The $600 was to cover our labor for the repair of the Honeywell equipment. The system was operating normally once it was totally completed. We have tried in every way possible to accommodate the [redacted]s. We responded immediately to them and have more than honored our obligations to them. I regret that it has come to this situation and hope they contact me for further resolution. Sincerely, Kathie

Revdex.com:
In response to the letter from the business's reply, I just wanted to state that there was a lot of communication issues between both parties. I was not there to witness what was said between the technician and my Mother. But that being said we strongly feel that the way the company and technician  handled the case, it was not in a professional manner. Nothing ever worked right and she was not satisfied with the service. Had to return calls many times because their lack of commitment and had to ask about a check that they said they would deliver a month prior. And to state that I was yelling on the phone was clearly a false statement made only to make it seem that I was a threat. I was angry because I was tired of the run around from the company and false promises of, " we will give you a call back" when I had to call back after a certain time asking if they were ever going to get around to returning my calls. The receptionists response was, "oh crap I forgot to call you!" But I wasn't yelling. Being direct and firm was the only way to get any kind of action from these people. They tend to turn their back on the customer hoping they would just go away. Also reading other reviews from several customers about this company, same complaints. Therefore, we are glad we don't have to deal with this company again!!I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
This company is a very poor business, blaming the customer for a system they recommended, when time for the heat pump to be installed in Feb. 2014, the tech informed us that the furnance was not compatible with the heat pump.. We had not moved in so did not know they heat pump was not working until the following winter when you use HEAT. Jan 2015,called system was not working again,.this has gone on for a year with high power bills and bad information from company and techs. The system that NEVER worked properly. As of today we have contracted with another company, who came in and corrected the wiring on the existing panel and thermostat, and did not have to replace the Honeywell panel..it was not faulty just poor wiring.. Please beware with this company.
Sincerely,[redacted]

Our only response to this situation is that we take the safety of our customers very seriously.  We offer to replace this furnace absolutely free with one condition - we be allowed to re-inspect the heat exchanger with Mr [redacted] present and show him what we see. If we are right or wrong, at least he will verify that for himself.  Heat Exchanger Experts Inc are willing to send their expert witness from the Colorado institute to further verify the findings if necessary.  Most of Mr [redacted]s accusations are inaccurate, defaming and unsubstantiated.  Quality Heating (the other company he mentioned) is bound by the same codes we are. Mr [redacted] hopefully requested there determination in writing. They are liable at this point for any consequences of turning the gas back on.  He mentioned a 20yr warranty that we have no way of confirming unless he produces the warranty certification itself and he did not do so. He had us to this same property three month prior to this call out. He had no issue with the diagnostic fee. The only thing different this time is that he did not agree with the diagnosis. Any technician inspecting a heat exchanger should be trained and certified. If not, that person will most likely not know where or how to find the cracks. This one was rather easy to see. The picture presented to Mr [redacted] was time, date and location stamped when he took it. For the safety of his renters, I hope he accepts our offer.  This is serious so we are not sugar coating our position.

RE: Service issues Invoice #[redacted] 6/26/15 Mr. [redacted]; I cannot apologize enough to you. You are absolutely correct in your comments that we let you down and certainly did not respond to you timely. I do not know exactly how that happened; however, no reason could or would be an excuse for not...

returning your calls or getting back to you when we should have. While our diagnosis was accurate, our scheduling on that evening was running late as you are aware and our technician was unable to stay and take the time to thoroughly inspect your equipment and specifically your coil - which he suspected was the issue. By adding the refrigeration he was attempting to get your system operating until we got back out to you. R-22 is extremely expensive and a lot of customers prefer to replace their systems at that point which you were willing to consider. None of this excuses us from not responding immediately to your calls in the following days. Even with the explanation above, we are refunding the total invoice amount of $737.95 to you. We have a 100% customer satisfaction guarantee and I hope this is acceptable. We cannot undo what transpired as much as I wish we could. All comments are much appreciated and you have definitely taught us all a very valuable lesson. Thank you. Again, please accept our apology.
Sincerely,

Revdex.com
PO Box 1000
DuPont WA 98327
 
FAX: [redacted] / [redacted]
ATTN: [redacted], Revdex.com Resolutions Consultant
 
RE:  Complaint ID [redacted]
 
In response to this above complaint, we would like to submit the following.  Since I was on...

vacation, I am responding as timely as possible and hope you accept our comments.
 
After thorough research, I created a chronological list of events and conversations.  The writer of the complaint is the daughter who was simply restating issues as she understood them and not necessarily as they occurred.  This being said, there is never any excuse for having a customer left unsatisfied with our services. 
 
The new technology behind our new programmable thermostats is challenging to many of us. Since we install these regularly and routinely, it often requires that we spend time with the homeowner reviewing how to use them.  There are also times when we are requested to install a less complicated thermostat which we more than happy to do as well.  This scenario described in the complaint is very unusual, particularly for the technician involved.  We regret that our homeowner felt as she did.
 
The original new thermostat was installed on Sunday, Nov 16,2014. On the following day, Monday Nov 17th, our technician was scheduled to return to the home because the homeowner said that the furnace was blowing cold air.  The homeowner was not home when he showed up for the scheduled call.  We did not hear anything from her.
 
The tech was dispatched for the Dec 12, 2014 service call in question to diagnose the fireplace issue because it would not turn off.  The homeowner had it set to ‘on’ and not ‘auto’ which would have allowed it to shut down.  He then checked the gas furnace thermostat and found it set to 74 and reset it to 72.  He then asked the homeowner to call us immediately if the temp did not perform as expected so he could correct the problem if it continued.  We had not heard from her or her daughter until April 23, 2015 when she said she no longer wanted to use our services.
 
On April 29  2015 her daughter called and said she wanted to return our thermostat and wanted her mom’s money back. We agreed to accommodate her request in an attempt to resolve the issue and on May 1st received the thermostat back and submitted a request that a refund check be issued in the amount of $219.95.
 
The first call we received from her was on Monday, Memorial Day holiday and a message was left with our answering service. On Tuesday, before we could return the weekend calls, the daughter called very angry and upset, yelling aggressively on the phone about not receiving her check yet. After research, we reissued the check and mailed it immediately.  On May 29th our office called to confirm that the check had been received. 
 
While I cannot excuse any miscommunication on our part, I do not accept that it was intentional or an attempt to take advantage of anyone.  I do appreciate the comments as constructive and we have revisited our procedures with everyone from the technicians to the office staff reminding all of us how important every customer contact is to us.

Complaint: [redacted]
I am rejecting this response because:I don't recall that the amount was quoted up front as indicated.  Also, it seems odd that, although a cracked heat exchanger is very rare, in a matter of just a few weeks, Central Oregon Heating and Cooling had diagnosed at least two other furnaces with that condition (in addition to ours) THAT WE KNOW OF.  We found this out from people we just happened to know. We didn't go looking for others who had similar problems with Central Oregon Heating. In fact one furnace shut-down was right next door to ours.  Our neighbor had hired CO Heating to do a maintenance check prior to the winter, and they shut down the furnace saying it had a cracked heat exchanger.  The neighbor used them to replace the entire furnace system at a cost of about $3,000.  The other was a distant relative who lives in Bend--an older woman who lives by herself.  She was also told she had to buy a new furnace due to a cracked heat exchanger, which she did at significant expense for this elderly widow. Central Oregon Heating and Cooling says they handled the situation correctly.  Yes, if, indeed, there was a cracked heat exchanger, we don't doubt they handled it correctly.  However, this is not the point here.  The point is flat out whether or not there actually was a cracked heat exchanger.  We question this because of the following:  (1) another company's technician did a thorough examination of the furnace in question--taking it all apart--and saw no indication whatsoever of said cracked heat exchanger that CO Heating's tech saw.  (2) The pictures were totally different from what your technician furnished and what the other technician furnished.  Your technician was there only about half the time the follow-up tech was there (from the other company) (3) Others replaced their furnaces with CO Heating because they were frightened of the "cracked heat exhanger" diagnostic and needed heat on cold days when CO Heating shut down their furnace  (4) Central Oregon Heating and Cooling shuts the furnace down and then readily offers to put a new one in the next day  (5) Even though our furnace had a 20-year warranty on cracked heat exchangers, the tech never ever mentioned the possibility of a warranty--just wanted to replace ours with one from CO Heating so that we'd have heat back in the house soon as it was very cold outside.  We did tell this to the manager, Nick, and he said that it was not the technician's duty to tell us about the warranty.  However, even though it was not his job, it would have been nice for the tech to mention it out of courtesy.We have also heard from unbiased people that CO Heating does NOT seem to train their technicians as thoroughly as they say they do.  We have a friend who works at a tire shop that was servicing one of the CO Heating vans with new tires.  Our friend said the CO Heating tech said he had to get going as it was his first day on the job and that he had only a couple hours training and was now out working as a technician.  I know this is just hearsay, but it does seem to fly in the face of what the response is from CO Heating here. It would be interesting to see how many cracked heat exchangers CO Heating has discovered in the past 10 years and how many were shut down and replaced with CO Heating furnaces.  Then, I'd like to see the comparisons with national data.  It's hard to know what to believe...but it just all seems very suspicious.Personally, I will not use this company again, nor will I recommend them to others.  Other people will have to make their own assessments and decisions.Sincerely,
[redacted]