This project began in Feb 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 houseSince they were building this themselves, it took place over a period of several yearsEquipment 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 paymentThey did not pay as agreed which became another issue Finally in Feb 2014, we suggested they update their system for several reasonsSome of which had to do with requirements in the equipment itself so would not be up to code standards any longerThe only cost to them was $which covered some items not originally includedThe equipment and labor were free for this upgradeAt this time a Honeywell two zone was includedThis system was started up and operational at the time of this installA year later, late Jan 2015, they contacted us with a not heating situationThey needed their thermostat setting adjusted and was workingNo ChargeThe following Dec they were having problems with the heat not keeping up with the extreme cold conditionsThis was resolved by activated the heat strips in their AHIn Jan they were experiencing problems again and we repaired some wiring on the Honeywell zone systemIt was operational until May 24, when it was determined that the Honeywell zone system needed a new circuit board and tstatNo ChargeThe original heating/cooling system has a ten year parts warranty and a one year laborThe Honeywell tstat has a year parts with no labor warranty The $was to cover our labor for the repair of the Honeywell equipmentThe system was operating normally once it was totally completedWe have tried in every way possible to accommodate the [redacted] ***sWe responded immediately to them and have more than honored our obligations to themI regret that it has come to this situation and hope they contact me for further resolutionSincerely, Kathie
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]
RE: Service issues Invoice # [redacted] 6/26/Mr [redacted] ; I cannot apologize enough to youYou are absolutely correct in your comments that we let you down and certainly did not respond to you timelyI 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 haveWhile 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 issueBy adding the refrigeration he was attempting to get your system operating until we got back out to youR-is extremely expensive and a lot of customers prefer to replace their systems at that point which you were willing to considerNone of this excuses us from not responding immediately to your calls in the following daysEven with the explanation above, we are refunding the total invoice amount of $to youWe have a 100% customer satisfaction guarantee and I hope this is acceptableWe cannot undo what transpired as much as I wish we couldAll comments are much appreciated and you have definitely taught us all a very valuable lessonThank youAgain, please accept our apology Sincerely,
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 partiesI was not there to witness what was said between the technician and my MotherBut that being said we strongly feel that the way the company and technician handled the case, it was not in a professional mannerNothing ever worked right and she was not satisfied with the serviceHad 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 priorAnd to state that I was yelling on the phone was clearly a statement made only to make it seem that I was a threatI was angry because I was tired of the run around from the company and 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 callsThe receptionists response was, "oh crap I forgot to call you!" But I wasn't yellingBeing direct and firm was the only way to get any kind of action from these peopleThey tend to turn their back on the customer hoping they would just go awayAlso reading other reviews from several customers about this company, same complaintsTherefore, 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 meSincerely, [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 seeIf 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 areMr [redacted] hopefully requested there determination in writingThey 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 soHe had us to this same property three month prior to this call outHe had no issue with the diagnostic feeThe only thing different this time is that he did not agree with the diagnosisAny technician inspecting a heat exchanger should be trained and certifiedIf not, that person will most likely not know where or how to find the cracksThis one was rather easy to seeThe picture presented to Mr [redacted] was time, date and location stamped when he took itFor the safety of his renters, I hope he accepts our offer This is serious so we are not sugar coating our position
Revdex.com PO Box DuPont WA 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 usSince 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,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, 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 and reset it to 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, when she said she no longer wanted to use our services On April her daughter called and said she wanted to return our thermostat and wanted her mom’s money backWe 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 $ The first call we received from her was on Monday, Memorial Day holiday and a message was left with our answering serviceOn 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 yetAfter 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 knowWe didn't go looking for others who had similar problems with Central Oregon HeatingIn 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, 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 widowCentral 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 folltech 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 hereIt would be interesting to see how many cracked heat exchangers CO Heating has discovered in the past 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]
This project began in Feb 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 houseSince they were building this themselves, it took place over a period of several yearsEquipment 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 paymentThey did not pay as agreed which became another issue Finally in Feb 2014, we suggested they update their system for several reasonsSome of which had to do with requirements in the equipment itself so would not be up to code standards any longerThe only cost to them was $which covered some items not originally includedThe equipment and labor were free for this upgradeAt this time a Honeywell two zone was includedThis system was started up and operational at the time of this installA year later, late Jan 2015, they contacted us with a not heating situationThey needed their thermostat setting adjusted and was workingNo ChargeThe following Dec they were having problems with the heat not keeping up with the extreme cold conditionsThis was resolved by activated the heat strips in their AHIn Jan they were experiencing problems again and we repaired some wiring on the Honeywell zone systemIt was operational until May 24, when it was determined that the Honeywell zone system needed a new circuit board and tstatNo ChargeThe original heating/cooling system has a ten year parts warranty and a one year laborThe Honeywell tstat has a year parts with no labor warranty The $was to cover our labor for the repair of the Honeywell equipmentThe system was operating normally once it was totally completedWe have tried in every way possible to accommodate the [redacted] ***sWe responded immediately to them and have more than honored our obligations to themI regret that it has come to this situation and hope they contact me for further resolutionSincerely, Kathie
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]
RE: Service issues Invoice # [redacted] 6/26/Mr [redacted] ; I cannot apologize enough to youYou are absolutely correct in your comments that we let you down and certainly did not respond to you timelyI 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 haveWhile 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 issueBy adding the refrigeration he was attempting to get your system operating until we got back out to youR-is extremely expensive and a lot of customers prefer to replace their systems at that point which you were willing to considerNone of this excuses us from not responding immediately to your calls in the following daysEven with the explanation above, we are refunding the total invoice amount of $to youWe have a 100% customer satisfaction guarantee and I hope this is acceptableWe cannot undo what transpired as much as I wish we couldAll comments are much appreciated and you have definitely taught us all a very valuable lessonThank youAgain, please accept our apology Sincerely,
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 partiesI was not there to witness what was said between the technician and my MotherBut that being said we strongly feel that the way the company and technician handled the case, it was not in a professional mannerNothing ever worked right and she was not satisfied with the serviceHad 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 priorAnd to state that I was yelling on the phone was clearly a statement made only to make it seem that I was a threatI was angry because I was tired of the run around from the company and 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 callsThe receptionists response was, "oh crap I forgot to call you!" But I wasn't yellingBeing direct and firm was the only way to get any kind of action from these peopleThey tend to turn their back on the customer hoping they would just go awayAlso reading other reviews from several customers about this company, same complaintsTherefore, 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 meSincerely, [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 seeIf 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 areMr [redacted] hopefully requested there determination in writingThey 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 soHe had us to this same property three month prior to this call outHe had no issue with the diagnostic feeThe only thing different this time is that he did not agree with the diagnosisAny technician inspecting a heat exchanger should be trained and certifiedIf not, that person will most likely not know where or how to find the cracksThis one was rather easy to seeThe picture presented to Mr [redacted] was time, date and location stamped when he took itFor the safety of his renters, I hope he accepts our offer This is serious so we are not sugar coating our position
Revdex.com PO Box DuPont WA 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 usSince 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,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, 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 and reset it to 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, when she said she no longer wanted to use our services On April her daughter called and said she wanted to return our thermostat and wanted her mom’s money backWe 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 $ The first call we received from her was on Monday, Memorial Day holiday and a message was left with our answering serviceOn 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 yetAfter 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 knowWe didn't go looking for others who had similar problems with Central Oregon HeatingIn 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, 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 widowCentral 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 folltech 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 hereIt would be interesting to see how many cracked heat exchangers CO Heating has discovered in the past 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]