Custom Aire Incorporated

June 18, Our Check # [redacted] payable to [redacted] cleared our bank on Tuesday June 17, 2014.Could you please prepare the satisfaction letter for the Revdex.com.Thanks

June 18, 2014
Our Check # [redacted] payable to [redacted] cleared our bank on Tuesday June 17, 2014.Could you please prepare the satisfaction letter for the Revdex.com.Thanks

Review: CustomAire installed a gas burner in my 89 year old mother's home in [redacted], PA. at a cost of $5,822.00. The burner malfunctioned for nearly five years and my mother spent $780.02 on repairs and maintenance during that period. After I got involved, CustomAire made some repairs which have improved the situation but we are concerned about the longevity of the burner due to the wear and tear on the burner for the five years it was malfunctioning. CustomAire owner [redacted] admitted the burner was a lemon and promised to replace it. Then he stopped taking my calls and has been unresponsive since. He has also ignored the Consumer Protection Agency of [redacted] County who tried to pursue this issue on our behalf. I have the warranty and other documentation to support this claim.Desired Settlement: My mother deserves consideration after five years of waking up to and coming home to no heat and not hot water. I would like the burner replaced, as promised by **. [redacted]. My mother would accept an extended full 5 year warranty on parts and labor as a compromise.

Business

Response:

August 23, 2013

This letter is in responds to the complaint received on August 22, 2013 from [redacted], Consumer Protection Agent PA Office of Attorney General Bureau of Consumer Protection 21S. 12th Street, 2nd Floor Philadelphia, PA 19107 regarding **. [redacted], located at [redacted], [redacted] Pa [redacted].

After reviewing said account, Custom Aire Inc. feels that the issues with the Heat Wise gas burner model SU-2A has been resolved. Custom Aire agrees that this unit has been problematic from the initial installation due to the unusual difficulties it had presented. The specific difficulty was discovered during the Easter holiday weekend of 2013 when **. [redacted], who was to be out of town, had Custom Aire's Service Manager, [redacted] charged with the responsibility to check **. [redacted]'s home on a daily basis to assure the unit would not shut down in fear of water pipe freeze ups. This allowed Custom Aire a long discovery period to pin point this issue at hand. [redacted] states that he was able to spend many hours in the residence to observe the operation cycle of the burner. In his report he states that while the burner started and operated properly on the short term down time operation cycle, the long term down time operation cycle was where the difficulty was evident. When the burner remained in the off cycle for more than one (1) hour the [redacted] gas valve supplied by the manufacturer was sluggish in opening. This burner will allow a five (5) second ignition proving period before gas burner lock out. When the burner was in short term down cycle operation the gas valve opened properly and operated until the thermostat was satisfied. On long term down operation cycle the gas valve would not open with in the five (5) second lock out time limit. Custom Aire replaced the [redacted] gas valve on April 1st, 2013 and has not had an incident report since.

Custom Aire has recorded thirteen (13) service calls for the property since the installation of the new Heat Wise gas burner on March 17th, 2008. Eleven (11) service calls were performed at no charge that would have approximately totaled to $2,310.00. Custom Aire has provided excellence service throughout that period and will continue to do so.

Unfortunately the Heat Wise gas burner manufacturer is no longer in business and warranties on that equipment is no longer available. Custom Aire has not passed on and has absorbed the cost related to the [redacted] gas valve and air flow pressure switch.

Custom Aire does not feel it is their responsibility to replace the Heat Wise gas burner with another manufacture's burner. The present gas burner is operating properly at this time and Custom Aire will continue to repair if necessary any further difficulties that may occur at **. [redacted]'s property.

It is our hope that this response is received well and Custom Aire Inc. can continue to provide award winning serve to **. [redacted].

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

My mother spent $5,822.00 on a new gas burner and put up with a lemon of a burner for 5 years, tolerated numerous days without heat and hot water and spent $780.02 on emergency repairs and maintenance. She deserves consideration for this. Custom Aire promised her a new burner and has since reneged on their offer. However, my mother would prefer to resolve this matter. Custom Aire, in their response to you, offers to "continue to repair any further difficulties that may occur at **. [redacted]'s property". If Custom Aire will agree to perform all maintenance and repairs including parts and labor on the equipment AT THEIR EXPENSE, my mother would accept such a resolution.

Thank you for your continued assistance in this matter. We look forward to resolving this in the very near future.

Regards,

Business

Response:

Please see updated response

Review: Purchased High Efficiency Heater from CustomAire on 10/6/2008 & had maintainance service done

by CustomAire on 12/16/13. Heater shut down on 2/16/14, CustomAire Tech came out & adjusted low & high

gas pressure settings & told me Owner will probably refund me the 100 service charge since out on 12/16th.

Service Manager told me he would not refund me this charge unless decide to go with another service company.

Contacted Service Mgr. on 2/28th who said He get new tech out to look at the heater again since experienced the sam issue after earlier in the week he told me it was a Gas regulator issue with Peco. This was another service charge & the tech told me to contact [redacted] after I had contacted them to put in a new gas regulator. [redacted] replaced the Gas Regulator on night of 2/28th.

Contacted Owner on 3/1st who told me he would send a new tech out on 3/2nd who would make the same low & high gas adjustments on my heater to match settings based on gas pressure from new voltage regulator.

This was a new service charge of $160.00. I agreed to pay him this 3rd charge as long as he guartees the 3rd tech would fix my heater. This tech came & found that the heater would not go into high fire because the limit switch was faulty. I refused to pay 3rd tech because I had the same issue with my heater shutting down again.

after the 3rd tech left my house and failed to check if my heater was working.

I called [redacted] (Owner) on his cell phone on night of 3/2nd and 2 calls on 3/3rd on his office phone indicating I have no hit in my house because heater would trip out after turning it own several times. [redacted] did not return any of my calls on my desperate situation with no heat with on coming storm.Desired Settlement: I expected [redacted] to at least return my calls to his cell & office phone explaining to me a reason for

all 3 different techs could not diagnose my heater problem the first time. I wanted to come with a compromise

on the money I owed him for the $160.00 after he would properly diagnose & fix my heater problem.

I now want a refund for the $212.00 off my service contract that I paid on 11/2713 for the year 2014.

Business

Response:

June 18, 2014Our Check # [redacted] payable to [redacted] cleared our bank on Tuesday June 17, 2014.Could you please prepare the satisfaction letter for the Revdex.com.Thanks