D & D Pest Control

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 It amazes me that New Berlin Heating continues to use every possible excuse imaginable in an attempt to justify their lack of honesty/integrity when they serviced my boilerThe fact remains and is NOT in dispute that they installed a part on my boiler that made a function on it inoperableFurther, they attempted to hide this by making it appear the inoperable function was properly connected to the unit when in fact is was not nor could it be because of an improper partAdditionally, they moved the switch on the vent damper to 'manual' to yet further make it appear as if it was simply set this wayMaking a mistake is one thing but not admitting is quite another and suggests to me their organization is simply focused on their own best interests - making money - - and not the interests of their customersTheir customers - the people who keep them in businessObviously, they have no idea what it means to do the right thing.As stated in past communications - - had they simply completed the repair properly with a part fully compliable part for the boiler, we would not be at this point However, they continue to reach for any excuse to avoid, at all costs, their responsibility in the situationTheir comment concerning my pursuit of the matter through a states agency - - what does that have to do with anything through these efforts at Revdex.com? I can tell you I will continue to fight this battle in any and every means possible for what I believe is proper principle Regards, [redacted]

From: Stephen S [redacted] [mailto: [redacted] Sent: Tuesday, October 24, 11:AM To: [redacted] Subject: RE: [redacted] Hello [redacted] The issue with the student has been resolvedThank you for your patience in this matter If you need any additional information, please do not hesitate to call Sincerely, Stephen S [redacted]

A new aquastat with the specific part number requested by Mr *** was installed on November 18, Mr *** was present during the entire installation and upon completion the boiler did fire up and was runningThis was all per our arrangement with Mr*** from his previous
complaint After receiving a call from Mr *** a few hours after we had completed the replacement, we informed him we would no longer service his equipment as discussed in his in the resolution of his first complaintUpon receiving the second Revdex.com notification with the information regarding the improper wiring of the aquastat, we contacted the manufacture of the aquastat, HoneywellAccording to the manufacture, if the aquastat was wired as stated by Mr ***, it would have suffered immediate and catastrophic failureIn addition, it would have also caused extensive damage to the thermostat, rendering it inoperable and in need of replacementAs the boiler started upon completion of the installation, per the manufacture, it could not have been wired as statedIf the aquastat did fail, based on the information from Honeywell, it was not from improper installation by our technician

*** ***, *** *** at New Berlin Heating and Air Conditioning, spoke with Mr*** on November 4, It was explained to Mr *** that, on the service visit in question, a universal and industry accepted replacement part was used to replace his inoperative control at the time
This did correct his issue and has been working since it was installed years agoNew Berlin Heating and Air Conditioning offered to replace the previous replaced part with the exact part number of the original at no expense to Mr***This was acceptable to him and has been scheduled to occur on the afternoon of November 18,

The technician had approval from the homeowner to perform the repairOnce the initial failed part was diagnosed and replaced and the furnace still had other issues, the technician continued his diagnoseThe homeowner was not charged any additional over and above the quoted priceWe will not be crediting the owner any portion of the repair cost

The companies standard service labor warranty is daysWarranty on parts is specific to the part and manufactureThe original repair was performed in December of To provide a free service (parts and labor) years later, is above and beyond the stated warrantyThe homeowner has pursued this matter with a state agency as well

From: Stephen S[redacted] [mailto:[redacted] Sent: Tuesday, October 24, 2017 11:14 AM To: [redacted] Subject: RE: [redacted]   Hello [redacted]   The issue with the student has been resolved. Thank you for your patience in this matter.  ...

If you need any additional information, please do not hesitate to call.   Sincerely, Stephen S[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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, provided that on the date in question the replacement part installation is correct and the vent damper can be connected to it. As a note to the comment made by New Berlin Heating - the universal part they installed - why at that time did they not inform me this part would not allow my vent damper to operate? Wouldn't that have been appropriate? 
Regards,
 
[redacted]

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.  It amazes me that New Berlin Heating continues to use every possible excuse imaginable in an attempt to justify their lack of honesty/integrity when they serviced my boiler. The fact remains and is NOT in dispute that they installed a part on my boiler that made a function on it inoperable. Further, they attempted to hide this by making it appear the inoperable function was properly connected to the unit when in fact is was not nor could it be because of an improper part. Additionally, they moved the switch on the vent damper to 'manual' to yet further make it appear as if it was simply set this way. Making a mistake is one thing but not admitting is quite another and suggests to me their organization is simply focused on their own best interests - making money - - and not the interests of their customers. Their customers - the people who keep them in business. Obviously, they have no idea what it means to do the right thing.As stated in past communications - - had they simply completed the repair properly with a part fully compliable part for the boiler, we would not be at this point However, they continue to reach for any excuse to avoid, at all costs, their responsibility in the situation. Their comment concerning my pursuit of the matter through a states agency - - what does that have to do with anything through these efforts at Revdex.com? I can tell you I  will continue to fight this battle in any and every means possible for what I believe is proper principle
Regards,
[redacted]

The inspection and repair performed at the homeowner's residence, occurred on November 18, 2014. The technician inspected the furnace and found a seized inducer motor on his initial diagnosis. This part would need to be replaced to continue with checking the furnace operation. He discussed the...

repair cost with the homeowner and  that replacement was recommended. The homeowner opted for replacement of the part and the technician left to obtain it. On return to the residence and before installing the new part, the technician did state that there would be no charge for the repair if the homeowner accepted our furnace replacement proposal. This is done as a courtesy to the homeowner so they can have heat until the new equipment can be installed. The homeowner did state she was not prepared to purchase and agreed to continue on with the repair. The replacement part was installed. The furnace was turned back on to recheck operation. The furnace did not start up. The technician showed the homeowner additional concerns with the unit at this time.  The technician found a  sticking and corroded relay was not allowing the furnace to start up. The technician was able to tap on the relay to unstick it and the furnace began to operate. The technician reviewed the replacement proposal and restated that she would need to pay for the repair as she had not agreed to the proposal. She understood that no credit would be issued for the repair cost if the proposal was accepted at a later date. The homeowner called and spoke to [redacted] on November 19, 2014. She was unhappy with only having  one option given on equipment pricing at the time of the service repair and asked about any credit for the service repair if she agreed to replacement. I explained that service technicians typically are on a tight schedule and do not have time to explore multiple options, as they are not salespeople. She was also told that a service credit was not possible on a purchase of new equipment after the service date. We set a date to have a salesman visit with the homeowner to give them option and pricing on different equipment.  This initial appointment was cancelled by the homeowner.  The homeowner then called on December 1, 2014 and rescheduled the sales appointment for December 4, 2014. She was told on the sales visit that a service credit normally is not issued  after a day or two had passed from the initial repair. She did state to the salesperson,  she would sign to have a furnace installed if she received the service credit and if she did not receive the credit she would contact the Revdex.com.  The homeowner called and spoke to [redacted] later that same day to inquire about a service credit and again she was told it was not an option. We believe her claim of "unacceptable" customer service is unfounded. The homeowner called at approximately 10 am November 18, 2014, had a technician at her home by 12:45 pm and her furnace running by approximately 2:15 pm. She was aware of the pricing for all work performed prior to it happening. She was also aware that she would be charged for this as she was not ready to purchase a furnace on that day.

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.Funny how the business never touched upon the fact that I told the tech that it was ok and we were prepared to be without heat after I was told that he needed to remove the part because it was not working, and miraculously he got it working again!?? I am not happy with the he did not seek my approval and a final discussion was had that he was able to get it working. To me it seems very dishonest and sneaky!! Terrible communication! I will not recommend anyone to New Berlin Heating and Cooling, ever!! I think its sad that they were NOT willing to work with me and further discount a new furnace. I received 5 other quotes from other Heating and Cooling businesses in the area and New Berlin and Heating was thee most expensive for the same furnace. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]