Crystal Valley Comfort

Initial Business Response /* (1000, 19, 2016/05/31) */
Subject: Case #XXXXXXXX
***,
I was in Florida until late April and have been mostly out of the office since thenI was given a letter dated May 12, on the 23rd of MayI did not know anything about this case and had to do
some researching to get the information what took place this winter
*** and *** *** had a gas Bradford White water heater that was currently under warranty as far as the tank itself (not the labor and hook up)We were contacted and and had an agreement written up to remove existing water heater and install a new replacement for a total of *** and replacing the gas line which was very rusty with a new gas line and gave them credit for a service call amounting to *** ending up with a total price of installing the unit for *** The contract number is 754A written on February 18, The manifold on the original installation by other was very rusty and that was the reason it was replacedWe were called at some point (don't know time or date) saying they had to leave the house because of gas leak tested by NIPSCOWe had charged them earlier with a *** diagnostic fee to check out the original leaking water heater which was paid at the time of serviceWhen *** *** (general manager) found out of the gas leak and checked with the installer he told the customer that he would void the bill of *** The only investment they have is the original *** diagnostic fee
It is my opinion that they came by with taking care of the leaks, new water heater installed at no charge which I believe represents our concern for customers and their welfareI am not sure what else could be done when they haven't paid and we don't ask them to pay for the installation
*** ***, president
Crystal Valley Comfort
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/12/23) */
Re: Case [redacted]
Here is my understanding of the events that took place with the above mentioned case from my staff. We had installed a tankless water heater and a water treatment unit in August of 2015. In November a fitting...

failed and caused a flood in the basement of the house. We sent a tech out to replace the fitting and also Towne clean and restoration company to take care of the flooded basement. This was taken care of immediately and upon completing our part the owner had asked for the original installer to come back and verify all was taken care of. The installer had an emergency at home and could not come out that same day. The owner was not happy, but we told him we could have a manager come out and look at it that evening (repairs we made earlier in the day), but owner insisted it be done right away. We told him the repair technician could be out there and do a double check on the repairs and he eventually said that was OK. The homeowner's concern was to have the pipes secured in a manner not to vibrate or be loose. Our technician went out and double checked the fitting and made sure pipes were all secured and gave that report to our office staff. Job complete and case closed as far as we know. The furnace in question was in a complete different location and not affected with any water spray. If it would have sprayed on the furnace and circuit board it would have shown up immediately and quit running. The amount of water in the floor had no effect on the furnace or the circuit board. I was pleased at our staff's effort to solve the problem ASAP and not sure why homeowner is not satisfied with the results, but sure he and I both disappointed the fitting failed. Our supplier does not know when we receive Chinese made fittings and these are the ones that seem to fail occasionally.
Respectfully submitted,
[redacted], president
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the repairs are not proper the plumbing is not fixed correctly and it took four days for someone from the company to come back to my house and put in new fittings and the band strap it together which is what the first tech did on sunday when the leak was discovered also represntative [redacted] d u d not come back as promised to explain the system also I paid to have two vents moved and only wone was able to be moved so I should be getying refund for the one not moved
Final Business Response /* (4000, 42, 2016/06/28) */
[redacted],
After 3 weeks of leaving messages I was finally able to talk to [redacted] and met him at his house tonight. I saw his concerns and it is legitimate and I will have it taken care of within a week to 10 days to coordinate it with his schedule.
I will send you a note when it is completed.
[redacted]
Final Consumer Response /* (2000, 51, 2016/11/09) */
High [redacted] I have finally cleared all the corrections needed on my home heating and water system with Crystal Valley heating & cooling. I want to thank you for all your efforts in this matter I don't think I would be where I am at today without your help. I believe this case can be closed. Hopefully all stays working correctly.
Thanks again
[redacted]