Corning Appliance Corporation

I have discussed the matter regarding [redacted] with Richard [redacted] (Pete), Service Manage He in turn has spoken to all the technicians that went to [redacted] ***’s home; [redacted] ** on January 28th and 29th The furnace that needed repair was not a furnace our company, Corning Appliance, installed originally The furnace brand was [redacted] Prior to the billing for furnace repairs [redacted] wanted us to get his furnace operational again since it was not working, and it was the middle of winter Our company prides itself on being in the business over years and strives to install and or repair equipment to the best of our ability, keeping in mind safety, manufacture specs and code With that I said I will now break down the billing for [redacted] ***The items [redacted] was charged for was hours of labor (even though there was more than hours), Time Delay Relay, Hot Surface Ignitor Control board, Cone Weldment flame spreader air cone, and an Inducer Blower Motor There were ignitors that were installed but [redacted] was not charged for them since our technician had difficulty putting them in and did break one When our technicians came out to fix the furnace it was discovered that someone prior to our company had bypassed the time delay relay therefore causing some furnace problems The time delay relay needs to be replaced to comply with both manufacture specs and code enforcement At that time, it was discovered that the control board that was on the furnace was incorrect and not the right one for the furnace and because the time delay relay was bypassed had caused the control board to burn out When the technicians took the one we had in stock and compared it to the one that had been in the furnace they were not alike at all We had the control board that the manufacture called for to be installed in [redacted] ***’s furnace The prior control board was not installed by us and was not manufacture either The cone flame spreader had to be replaced because it was broken and would not be able to evenly distribute the flame to heat the homeThe flame spreader was broken prior to our arrival The inducer motor also had to be replaced due to being set up and not operationalAll the technicians that performed the work to get [redacted] ***’s furnace up and running were spoken to and did not know tell [redacted] that “the bill would not be that much” [redacted] ***’s furnace was put back together operational and according to manufacture spec and code with correct parts The hot surface ignitor that our tech broke and the one put on the furnace were not charged in the billing The billing is correct according to the conversation I had with the service manager and he had with the technicians I would also like to point out that Richard [redacted] , Pete, did in fact speak to [redacted] regarding this matter on the phone Mr [redacted] just does not want to pay for the repairs As a rule, our Company prides itself on making sure all customers that call us are treated with respect and service to the best of our ability As far as our company is concerned the billing is correct Sincerely,Cheryl N [redacted]

The reason for ***’s breaker tripping was due to the fact the inducer motor was set up not because of the HSI [redacted] ***’s furnace was put back together operational and according to manufacture spec and code with correct parts The hot surface ignitor that our tech broke and the one put on the furnace were not charged in the billing The billing is correct according to the conversation I had with the service manager and he had with the technicians I would also like to point out that Richard Peterson, Pete, did in fact speak to [redacted] regarding this matter on the phone Mr [redacted] just does not want to pay for the repairs

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint The response from Corning Appliance is not accurate and as of this date the problem has not been correctedCorning Appliance saying they weren't aware of any problem is simply not trueAlso, I paid Issacs to come & look at it and was told by Issacs to contact whoever did the work ( Corning Appliance ) and have them come back and install it the right way as it was hooked up wrongAll I want is for the work to be done correctly and feel they need to make this right as I do not have any central air nor will I be able to use my furnace with the pipes not being connected and laying on the ground Regards, [redacted] ***

Revdex.com Bryant Woods South Amherst NY RE: ID [redacted] Dear [redacted] : I am writing this letter in response to BB compliant # [redacted] [redacted] called our office because some animals had gotten into his flex duct from his condenser to his modular homeAccording to the Install/Service manager, Pete, he wanted the same service we provided for him when this had happened in July The service technicians went out on June and replaced and repaired the flex duct from the condenser to his existing duct board, as requested The technician went back on June 30th due to an error in the connections The work was done as requested by [redacted] *** In the meantime, [redacted] still did not have cool air from his AC [redacted] called [redacted] twice between July 7th and 10th and also stopped at his home and left a tag to call the office on July to address his concernsIn the meantime, [redacted] also called Issacs, another HVAC company, and they told him he needed all new duct work under his modular homeOn July 21st, [redacted] sent an installation team to [redacted] ***’s modular home and they found his duct board under the home had come apart This was not the original request for service that was done on June 18, but on the same hand our technician should have noticed that his existing duct board was not in good shape The duct board is under the modular home and is subject to all types of weather and periodically does need to be replaced due to the location of the duct board The installation team secured [redacted] ***’s existing duct board under the modular home at no cost to him and at that point he also had coolingAt this point we are unaware of any additional concerns [redacted] may have had [redacted] is a good customer and we feel we completed his service request on June according to his specification but also realize that this service did not remedy the situation so we came out again to rectify what was needed to obtain his cooling at no additional cost to himAt this time we are unaware of any additional concerns or issuesSincerely, Cheryl N [redacted] Corning Appliance Corp

Revdex.com Bryant Woods South Amherst NY RE: ID # *** Dear *** I received the complaint # ***, dated August by your office, from the owner today on Monday August 10. We at Corning Appliance Corporation pride ourselves in addressing
all issues and trying to accommodate our customer’s needs to the best of our abilityI am going to address the complaint #*** made by *** *** *** regarding our company and service. *** *** is correct regarding his payment history. At the time his tank failed, which was July 13th, he was advised of his delinquent balance. His balance at that time was $446.72. His monthly rental is $27.22. His balance is now $453.12. His last dated payment was May 29, and prior to that February 6th. On #in the signed lease agreement one of the reasons for default of the lease is a) late in making paymentsWe requested that he bring his account up to date. The tank that failed on July 13th was installed in his home on October 19, 2007. When *** *** came into the office on July 15th to speak to the General Manager, myself, he addressed his concerns regarding the installation and piping issues. *** *** response to him was that if that was in fact the case he said if it had been his home he would have called immediately and not waited years to complainI also addressed the balance of $and that it needed to be brought up to date and *** *** said he was unaware that it was that highAt that time *** *** said I am going to file a complaint with the Revdex.com I did look at the service history at his home. We installed the water heater on October 2007. Our service technicians and install teams do not carry bungee cords on their vehicles. We do not use them in our service or installations. I also spoke to our Install/Service Manager Richard P*** regarding the installation concerns and he said that the house piping is the customer’s responsibility and that we hook up our equipment to the customer’s house piping. We are not responsible for the water lines and gas linesWe do make sure our installation of our equipment is done correctly. I am not sure what *** *** is referring to regarding needing repairs every month since our service history at his home regarding this equipment is June (service call), June (service call), April (service call), and last time we were at his home prior to July 13th was December (service call). This history of service does not constitute a month to month issue. Since *** *** has not paid his bill our company has decided not to enter into another lease with him again at this time. On the back of the lease #It states Damage to Lessor. The lessor shall not be liable for any consequential damages, due to any problems the Lessee may experience with any applianceThis means that the Lessor shall not be liable for damages that may occur, for example, to the Lessee’s home, business, property, income and the like, due to any defect in the appliance. At this time, *** *** owes our company $in unpaid rentals and has defaulted on his lease and our service history with him does not agree with his complaint regarding the piping issues. It is unfortunate that his tank did leak but if all of our customers did not pay for their rented equipment we would be out of businessAt $a month, the balance is roughly months of rental. We have complied with our end of the lease and *** *** has failed to live up to his end. At this point *** *** as suggested should purchase a water heater from another vendor and pay his balance due Sincerely, Richard T*** General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and will wait to hear what the managers response is when he gets back from vacation. I would like him personally to call me (in a timely manner) to discuss resolving this problem
Regards,
*** ***

Please see attached for our company response Let me know if you have any additional concerns or questions Have a good dayCheryl Dear ***I am writing this in response to the complaint, #***, *** ***. I have spoken to the technician that went to the
*** home and also to his supervisor. I will start out with a little of our company history. Over the years (over years in business) we have generally sold Carrier(Bryant) and Trane equipment. Our technicians are kept up to date with ongoing training on Bryant/Carrier and Trane equipment. Due to the fact that we have installed and serviced Bryant/Carrier and Trane equipment we have a lot of stock inventory for replacement parts, etcfor these types of equipment. It is not that we do not work on other heating/cooling brands but we are primarily a dealer for those particular brandsWhen we work on other brands we generally have to order parts in order to get the customer up and running especially if it is not a piece of equipment we installed. When ** *** ***, a Lennox dealer, went out of business we were approached by Lenox to become a dealer. We had told the company that we had enough brands that we handle and they still requested that we become a dealer, around 11/Therefore, we would not have a lot of stock for older pieces of Lennox equipment.Both the technician and supervisor stated that in, what training we received form Lennox, we were told that equipment generally should be replaced between and years, tops years. They also told us when we have called for older parts that they are not available and the equipment should be replaced in regards to the well being of the customer for safety and reliability.When the call for service was placed to our company Mrs*** only told us the equipment type, meaning Lennox, and not the model. Their particular model is the Lennox Pulse which is over years old. When the technician got to the home he informed Mrs*** that the equipment was very old and that we would have difficulty getting any parts for the equipment due to the age. This was confirmed with Lennox and what Lennox has told our service staff in the past. He did look at the thermostat and check the equipment briefly but knowing we would have difficulty getting parts was not able to complete a full repair. He told the customer the office would charge a trip and diagnostic, because any time we are called out we charge a trip and diagnostic which covers the technicians time and initial evaluation along with limited repair timeAnd Mrs*** was also told this when the call was made to our office for the repair service request.As a rule, our Company prides itself on making sure all customers that call us are treated with respect and service to the best of our ability. Sometimes there are circumstances out of our control that warrant that we not further a customer’s investment into equipment over years old, especially since we would have to order any part needed for repair since we have not always dealt with Lennox as a brand and with the information Lennox has given us regarding their equipment.We are pleased to know that the *** have been able to get their equipment repaired. Our intention is always to provide good service. The reason *** *** was able to repair and easily have repair equipment available was because *** *** used to be ** *** *** and have many years of Lennox sales and support. They were out of business for a few years as ** *** and then reopened as *** *** Now that the complete history has been submitted we feel as a company that we will adjust the billing made to *** *** of $97.15, even though our technician did make a trip and diagnostic but was unable to repair the Lennox unit Sincerely,Cheryl ***HR/Admin

I have discussed the matter regarding *** *** with Richard *** (Pete), Service Manage. He in turn has spoken to all the technicians that went to *** ***’s home; *** *** *** *** *** ** on January 28th and 29th. The furnace that needed repair was not a furnace
our company, Corning Appliance, installed originally. The furnace brand was ***. Prior to the billing for furnace repairs *** *** wanted us to get his furnace operational again since it was not working, and it was the middle of winter. Our company prides itself on being in the business over years and strives to install and or repair equipment to the best of our ability, keeping in mind safety, manufacture specs and code. With that I said I will now break down the billing for *** ***. The items *** *** was charged for was hours of labor (even though there was more than hours), Time Delay Relay, Hot Surface Ignitor Control board, Cone Weldment flame spreader air cone, and an Inducer Blower Motor. There were ignitors that were installed but *** was not charged for them since our technician had difficulty putting them in and did break one. When our technicians came out to fix the furnace it was discovered that someone prior to our company had bypassed the time delay relay therefore causing some furnace problems. The time delay relay needs to be replaced to comply with both manufacture specs and code enforcement. At that time, it was discovered that the control board that was on the furnace was incorrect and not the right one for the furnace and because the time delay relay was bypassed had caused the control board to burn out. When the technicians took the one we had in stock and compared it to the one that had been in the furnace they were not alike at all. We had the control board that the manufacture called for to be installed in *** ***’s furnace. The prior control board was not installed by us and was not manufacture either. The cone flame spreader had to be replaced because it was broken and would not be able to evenly distribute the flame to heat the homeThe flame spreader was broken prior to our arrival. The inducer motor also had to be replaced due to being set up and not operational. All the technicians that performed the work to get *** ***’s furnace up and running were spoken to and did not know tell *** that “the bill would not be that much”. *** ***’s furnace was put back together operational and according to manufacture spec and code with correct parts. The hot surface ignitor that our tech broke and the one put on the furnace were not charged in the billing. The billing is correct according to the conversation I had with the service manager and he had with the technicians. I would also like to point out that Richard ***, Pete, did in fact speak to *** *** regarding this matter on the phone. Mr*** just does not want to pay for the repairs. As a rule, our Company prides itself on making sure all customers that call us are treated with respect and service to the best of our ability. As far as our company is concerned the billing is correct. Sincerely,Cheryl N***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  The response from Corning Appliance is not accurate and as of this date the problem has not been corrected. Corning Appliance saying they weren't aware of any problem is simply not true. Also, I paid Issacs to come & look at it and was told by Issacs to contact whoever did the work ( Corning Appliance ) and have them come back and install it the right way as it was hooked up wrong. All I want is for the work to be done correctly and feel they need to make this right as I do not have any central air nor will I  be able to use my furnace with the pipes not being connected and laying on the ground.
Regards,
[redacted]

The reason for [redacted]’s breaker tripping was due to the fact the inducer motor was set up not because of the HSI. [redacted]’s furnace was put back together operational and according to manufacture spec and code with correct parts.  The hot surface ignitor that our tech broke and the one put on the furnace were not charged in the billing.  The billing is correct according to the conversation I had with the service manager and he had with the technicians.  I would also like to point out that Richard Peterson, Pete, did in fact speak to [redacted] regarding this matter on the phone.   Mr. [redacted] just does not want to pay for the repairs.

I will check into this further with the General Manager, Richard T[redacted], when he gets back from vacation on Monday and with the installation team that repaired his duct board under his modular home at no cost to him, which was not what we were originally contracted to repair. The repair under the modular home was done as a courtesy due to the long standing history [redacted] has with our company.  We valve his business.  At that time I will respond further.  Thank you Cheryl

Revdex.com 100 Bryant Woods South Amherst NY 14228 RE: ID [redacted]   Dear [redacted]:   I am writing this letter in response to BB compliant # [redacted].  [redacted] called our office because some animals had gotten into his flex duct from his condenser to his...

modular home. According to the Install/Service manager, Pete, he wanted the same service we provided for him when this had happened in July 2005.  The service technicians went out on June 18 2015 and replaced and repaired the flex duct from the condenser to his existing duct board, as requested.  The technician went back on June 30th due to an error in the connections.  The work was done as requested by [redacted].   In the meantime, [redacted] still did not have cool air from his AC.  [redacted] called [redacted] twice between July 7th and 10th and also stopped at his home and left a tag to call the office on July 15 to address his concerns. In the meantime, [redacted] also called Issacs, another HVAC company, and they told him he needed all new duct work under his modular home. On July 21st, [redacted] sent an installation team to [redacted]’s modular home and they found his duct board under the home had come apart.  This was not the original request for service that was done on June 18, but on the same hand our technician should have noticed that his existing duct board was not in good shape.  The duct board is under the modular home and is subject to all types of weather and periodically does need to be replaced due to the location of the duct board.  The installation team secured [redacted]’s existing duct board under the modular home at no cost to him and at that point he also had cooling. At this point we are unaware of any additional concerns [redacted] may have had. [redacted] is a good customer and we feel we completed his service request on June 18 according to his specification but also realize that this service did not remedy the situation so we came out again to rectify what was needed to obtain his cooling at no additional cost to him. At this time we are unaware of any additional concerns or issues. Sincerely,   Cheryl N[redacted] Corning Appliance Corp

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Dear [redacted]                  I think this needs to be put the hands of a unbiased professional so this can be hashed out. Because they are right, after the fact. My motor was set up after the complete system had been grounded out by the kid. I could even see the HSI wasn't glowing and someone with common sense knows that's what starts the chamber for the heat. Here's what I'm going to do. During all of this my fiance heard everything. The big bang and the jobs that the kid messed up left and right. I still have the phone conversations recorded on my phone like I said in the previous letter. I will pay for the HSI,the repair of the flame spreader and one hour of labor. There contract is if they come back in 30 days. It will only be parts only. They got a free one hundred dollars from me already. Along with there tech saying, your all set now and I'll guarantee you Won't have any problems now. This is why they didn't want to come back when I called two weeks later when I said it's acting up again. I also have that recording also where she wouldn't answer me when they could come out right then and there. They have services 24/7. Which I wasn't offered that during the conversation.                                                     I'm not adding anymore to mine cause I explained truthfully and honestly. I'm not waiting for a response to add more things to defend myself after the fact. I explained what happened truthfully and honestly. Like I said instead of having me sign the receipt right there before the tech George left. I get this massive bill in the mail almost a week later. It's because the tech George knew and said this wasn't my furnaces issues. The kid added more problems than it had. They should make the kid pay for his mistakes, I refuse to pay for the kid ruining my furnace and I won't. offer is on the table and if this isn't acceptable then I guess we let the judge decide with a counter suit for damages. Corning Appliances tech Quinton on January 28th 2018 ruined my entire Furnance all but the HSI. just because I'm not a licensed tech doesn't make me a ignorant person. I seen  what the furnace was doing before the HSI stopped working. Thank you,[redacted]

On December 27,2017, I started having problems with my furnace that was working perfectly fine since I bought the place. Then I to call corning appliances Corp. and a technician named Dwayne came out to check the furnace and did a full check up on the furnace and he found a lose wire(part that was replaced is taped to the receipt in the photo I'm adding) and after the part was put on, Dwayne wenr through several cycles saying the furnace looks and sounds great. After what I told him the furnace was doing. Dwayne this is the problem I was having for the furnace not to start it's first initial start up. Two weeks after that I called CAC back letting them know that the HSI wasn't coming on. I had to keep turning the thermostat up and down to get the furnace to work properly. I asked when they could come out because I didn't have time, after Dwayne said, call 24hrs/7 days a week if I had anymore problems. I thought they would send somebody to come look at it on my time. After a few more weeks is when the HSI stopped coming on. I looked for it through on gun where the wires for the HSI leads go in. It always glows around that.                                                I called them on a Sunday January 28,2018 letting CAC know the furnace was not working coming on at all. They sent a 21 year old kid named Quinton. After explaining to him what was going on. He said sounds like it doesn't want to light. So instead of pulling off my gas line to get to the HSI he pulled the flex pipe around the black iron pipe that feeds the furnace. The end result of that was compressing the door on and off switch casing into one of the wires to the switch. After the damage was done leaving everything connected, Quinton disassembled the gun pulling the HSI apart and with the flex pipe still jammed, he pulled the HSI out, breaking it causing a broken piece to fall down into the reducer motor. He installed a new HSI. As soon the furnace hit the second cycle where the chamber fires up. The furnace made a loud boom with sparks flying  from the door switch area and out of the carb on the reducer motor tripping the breaker.                                                 Quinton' s next attempt was to get a new module. He hooked that up after phoning a friend. Low and behold the furnace did nothing and kept tripping my breaker. So I told Quinton when he took out the HSI I heard a tinny sound when he pulled the HSI out. He says...DON'T SAY THAT!! Quinton pulls off the reducer motor and as he turns it, it makes a click and another click. So he turns it upside down and a chunk of the first HSI comes out of the hole that goes up to the gun. Quinton says I don't have a motor on my truck. So parts will have to be ordered tomorrow morning and will be in late afternoon. I said how do you know he says he's the parts guy. I'm thinking,HOW!! Fortunately for me, he did not return. Instead they sent two installers that only did instulations and were not "SERVICE" technicians. These two were not qualified to be service men. They struggled with the furnace for hours and after mounting the new reducer motor and hooked up the wires. They started the furnace and nothing,tripped my breaker again. They couldnt figure it out at all. SoI had to wait for the veteran service guy to get done at 5ish. He had been there 27 years. George ended up disassembling the gun,module,wire harness cluster, and reducer motor,which is the complete gun assembly. Then took it back to his shop to get it So the HSI would work. After an hour or two, leading into late evening, George had found that quinton had pinched the wire to the HSI also when he reinstalled the new HSI cause he took it out twice to make sure it went in right after taking off the gas line. But instead quintin pinched a wire grounding the whole system out from the HSI through the module ,reducer motor wire cluster to the door on and off switch. As George was putting everything back together he had several war stories that Quinton had destroyed other people furnaces. Then when George was nice enough to fix his problems. He said after telling the boss what he did,the bill shouldn't be that much. And as you can see it's almost $800 for a $60 part due to lack of experience and qualifications. I never said I wasn't paying "the" bill. I said im not paying for what quinton blew up on my furnace. I never spoke to anyone other than the secretary and that was to be transferred to a answering machine. I record all my phone calls and I still have "EVERY" call made to CAC saved.Thank you,[redacted]