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.Isaac indicated in their response that they had notified me numerous times about getting the furnace cleanedI have never received any notifications from them over the yearsIf I had received a notification, I would have scheduled a cleaningWhen I called for service, and if they had told me that the furnace hadn't been cleaned in years, I would have scheduled a cleaning, since I didn't need heat right away because the it was springTheir policy of charging for a service call if the furnace is not working is not fair to the consumerI don't recall anything in the paperwork that I received from them indicating this policyAlso this policy was never told to me when I called for service.Regards, [redacted]
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 Regards, [redacted]
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 belowI will state again that my system was fully operational at the time of the original call for service as well as for the initial visit by the technicianI did not call Isaac because my system did not workI called Isaac because I wanted to get the annual maintenance service as required by my warrantyThe A/C was cooling not only well, but very well at the time I requested annual maintenanceI had been using the A/C as much as I needed to so far this year and was happy with its performance Isaac's claim that the system was inoperable at the initial visit, or at any point during the visit, was simply not trueThe system continued to work very well even after Isaac insisted my coil was defective and had a valve stuck I had my system evaluated by an independent HVAC professionalMy system was deemed in perfect operating condition after Isaac deemed it inoperableIsaac is not telling the truth As to being contacted by anyone from Isaac, that is also not trueI have no record of receiving any callsI have no messagesI received no emailsRegards, [redacted] ***
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 Regards, [redacted] ***
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 belowThe price I was quoted was over dollars I looked up on line and the price of the same part...same brand was dollars The technician took roughly an hour to install this part I understand profit and overhead mentioned by Issac in their response Im a professional engineer...so my company has all those expences when they bill for my work...Im billed at 125$/hrThis workman without my education..(.and likely experience evidenced by his needing to call his superior a number of times for advice on installing this valve) was billed out at over 300$/hour No need for further response I will be taking my business elsewhere final comment when I googles Issac during this repair it did come up that their president or some such was stating on some news letter how high their profit margin was with their new billing system...great Regards, [redacted]
I have reviewed this situation with both our Canandaigua Manager and our Technical Supervisor who were deeply involved in the situation, so I have a very clear understanding of what has occurredOur services were requested on 9/3/for a boiler not working and upon arrival we found an oil boiler in dire need of maintenance and service which we suggested and performed at the clients request since the flue pipe had rotted away and the unit was unsafe to operateWe found the firebox where the flame burns to be disintegrated and the unit to be very badly sooted, the flue pipe to be rotted and the unit in overall poor conditionIt was also discovered after a few visits that the water pressure gauge was not working properly and although it was registering pressure, it was off by psi, so the boiler was not operating that the required pressure We ordered the firebox which we installed on 9/9/and the next day had to go back for a water leak which took a few visits (on our time) to locateIt was determined that the sections of the heat exchanger had developed a leak and were now leaking water into the boiler which it had not done previously, so why was this happening now? The soot that had built up within the boiler was insulating the heat exchanger almost like a protective blanket, keeping the heat exchanger form getting as hot as it might normally get, and the firebox that had disintegrated allowing the heat to disburse throughout the boiler had been properly replaced allowing the flame and heat to go where it was meant to goWhat happened is that this heat was now focused on the portion of the heat exchanger where is was meant to be and this along with the proper water pressure caused a leak to formThe leak was the result of a boiler operating at the temperatures and pressures for which it was designed, but that had not been doing so for an undetermined amount of time due to a lack of maintenance and service Isaac Heating & Air Conditioning happened to be the unfortunate contractor that was basically asked to service a bobby-trapped system and now that it has failed we are being asked to refund all of the money paid by the clientThere was a delay in getting this finalized because of trying to locate the source of the water leak and mainly because the client was asking Isaac to quote them on a replacement unit that we do not carry nor that we were familiar with and that took some timeIsaac has incurred almost $is direct expenses to service the clients boiler and we have refunded (as of yesterday) all but $of thew $paid, so our company took a significant loss to service this system We understand the frustrations of Mr [redacted] and the inconvenience to his family, but we did not create this situation, we came to help and we sent qualified and capable professionals on each visitThe boiler was not in good condition and I am sure that Mr [redacted] is frustrated that the lack of maintenance is now costing him anywhere for $- $10,because he has to replace a boiler that should have provided many more years of service, but that is not our fault and we have been more than generous is refunding the $We are sorry that this has happened and if there is anything else that needs to be answered please do not hesitate to contact meI also ask that this complaint be removed from our records as we have not done anything to cause this issue to occur and we have offered extremely reasonable accommodations to resolve thisRespectfully, Eric KnaakVice President & General Manager
We are sorry that Ms [redacted] is having issues with her heating and air conditioning system and as she had mentioned we would be able to send someone out and that there "might" be a charge for those servicesBecause the furnace is used when the system is cooling as well as when it is heating there is a possibility that the rattling sound is related to the use of the air conditioner over the past monthsIf the rattle is related to the maintenance we did on the furnace we would cover it, we always would do that and if it is not related there would be a charge for coming out and repairing whatever was making the noiseThis was fully communicated as evidenced by Ms [redacted] letter and we would still offer the same resolution, we cannot warranty a clients system if we are not responsiblePlease contact our office again at [redacted] to arrange a return trip with the understanding that if the noise is related to the work we performed months ago that we would cover it and if not there would be an $service fee plus repairsThank you, Eric ***VP & General Manager
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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I am STILL waiting for this business to call me to set up a resolutionThey have several phone numbers and I have received zero voicemail messages at this pointAgain, I find it surprising that I am paying for a service contract and can't get a reply without going through the Revdex.comThank you for your help.Regards, [redacted] ***
We were contacted by the client because of no heat in part of the home on a cold day, they were quoted a service fee of $and we dispatched a technicianThe technician discovered the issue to be a faulty zone valve which a repair price was quoted, the client gave the approval to make the repair at the established price which was done properly and professionallyUpon completion the technician received payment and the call was completedOur pricing is very carefully calculated based upon the cost of our organization to make the specific repair and any repairs are not made without the clients approvalMost repair parts are available on-line or at least access to the on-line cost, however that is only a portion of the expenseI have reviewed the pricing which came directly from our pricing guide and the price charged was accurate and because of that there would be no reason to apply any discounts as per the clients requestThe cost of making a repair in a clients home is much higher than the client feels, however we are the ones who knows what it cost and we have no desire to charge more than we need to for any repair, we only charge what is fair and that has to be fair for both the client and the companyVehicles, tires, gas, health insurance, workers comp insurance, unemployment insurance, social security, taxes, uniforms, training, support staff, tools, etcall add to the costI am sorry that the client does not agree and I hope that we can be of service in the future so that we may continue to provide them with a high level of professional customer serviceArriving at a clients home within a few hours of a service request can only be accomplished when we have a well trained team of service professionals and the investment in that team requires significant resources which needs to be reflected in the pricingRespectfully, Eric K*** VP & General Manager
Yes, we did agree with the higher option with not getting the items back but that's because we had no other choice at the time. I spoke with *** *** on the phone and he gave me three options; (1) take the higher option without getting the items back ($2,250), (2) take the lower option with getting our damaged items back ($928); or (3) get nothing. I tried to explain to *** that we don't understand why we as the consumer is getting screwed due to a company error on their part. We requested the full value of the goods but he insisted take it or leave it; so we had to take an option before we got nothing back. Plus, they still had some of our items and had not given them back to us yet at the time. I do not agree with their response that due to insurance they offer not what current value is but the depreciated value. I absolutely agree with that but that's for THEM (Isaac) not the consumer to eat the difference and is the reason why companies have insurance in the first place. Isaac is the one with insurance so they would receive the depreciated value from their insurance company and then they would just have to eat the difference to the consumer. Because as a consumer (no insurance included in this scenario; so you can't compare it to auto insurance where we would have insurance under our name) we should not be negatively impacted by something Isaac did on their own. So, before Isaac came to our house to do the insulation; my bike was in perfect condition in a safe place in my basement out of the elements of the winter weather. They did not cover it; it got damaged and I was left without warning of a damaged bike. They offered me $1,for the bike but as of today if I went to a bike shop to get the same exact bike it would cost me $1,for it. I lost money because of something they did; not me. Why is it my responsibility now to go out and locate a "used" bike that might not be in the same condition I had mine in for $1,because of something Isaac did. Insurance was involved because Isaac has liability insurance as a company but that should allow them to pay the difference to the consumer when something goes wrong and instead of them being out $2,897; they would have only been out $647. Again; the reason for having insurance. We are still requesting and feel as a consumer that was wronged by a company (Isaac) the difference between the full value of the items and the depreciated value of the items that they offered us; which comes to $
We have reviewed this complaint and there is a misunderstanding between what the client feels is the truth and what actually happenedIt is important to understand that the owner of the property was not present and that we worked with the Tenant of the property, so things may have not been
communicated properly between the owner and the tenantThe first issue indicates that we arrived at the end of the time frameThe call was scheduled between 8pm-11pm, we have run the GPS report for that technician and our technician began traveling to the home at 9:12pm, arrived at the home at 9:28pm and left the home at 10:34PMWith a window of 8p-11p, we actually arrived during the first half of that time frame, the clients claim is inaccurateThe time spent on site was 1hr and minutes, which contradicts the clients claims that the technician "took a quick look", "immediaitley said he doesnt know" and "within five minutes"Our technician was paid for hrs on this call including travel and of that over one hour was spent on site, that is not quickly or immediate.The client does not indicate that our diagnosis was inaccurate or that the suggested repair did not resolve the issue, which indicates that our technician did make a proper diagnosis and not being authorized to do the repair we would be unable to determine if the diagnosis was in-fact inaccurateThe technician that was sent has been with Isaac for multiple years and is a nationally certified technician and a well trained professional with a proven track record of accuracy and professionalismI have attached the service record from the call and it clearly indicates the issue and why the board needed to be replaced, this is a well documented call.The final point about payment is not accurate as the client had reversed charges on the credit card, so they have not paid anything to this point, however we will pursue payment by any and all legal means availableA service was requested, a proper service was rendered, pricing was agreed upon prior to services being provided, a signature was provided and Isaac is entitled to payment in fullIf there is anything that we are not aware of we would like to have this shared with us right away, but all indications are that the client wasnt happy with the pricing, not necessarily the diagnosis.Eric ***VP & General Manager
Revdex.com:It appears the business does not know how to handle complaints appropriately, hence the time elapsed between the complaint and the responseAdditionally, Isaac has chosen to consistently place blame on customers, rather than providing excellent customer service as they falsely advertise. First, the GPS time elapsed is not a positive indicator of when the technician was actually inside of the home working; the technician was in his truck for more than three quarters of the charged time, not workingThe original claim cannot be contradicted by GPS time, as the technician did indeed state that he did not know within five minutes of arriving. I apologize you feel that down-time, or sitting time is considered billable, however, I disagreeAs a result, and as allowed by Federal Law and Isaac's merchant account agreement, a customer can file a charge-back for services not renderedMore specifically, Isaac failing to respond to the complaint in a timely matter resulted in a lawfully filed charge-backAlso note that obtaining a customer's signature cannot be construed as acceptance of the services providedI suggest contacting legal counsel so Isaac and its representatives, specifically Eric ***, further understands their liability under law. Third, Isaac should note their response to this complaint was contradicted within itself; Isaac asserts the tenant agreed to and paid for the services rendered, however further states the reason the repair could not be made is because the owner of the property was not present, and therefore they could not test the boardFirst, if the tenant contracted the service provider and agreed to make payment upon Isaac rendering agreed upon services, further permission would not be necessarySecond, the Isaac technician did in fact bring in a universal board, installed it to test, and it did not fix the furnace.Finally, it should be universally noted that the diagnosis made by the alleged "nationally certified" technician was proven in-fact to be incorrect by a trustworthy company who fixed the issue within twenty minutes, for substantially less than quoted, without replacing the board (despite being a "well documented" necessity). The complaint is not in regards to the pricingRather, it has to do with three parts: lack of customer service, incorrect diagnoses, and billing for services not rendered. Regards,*** ***
Unfortunately we are unable to proceed from this point of the rejectionThe client states in their rejection that the system was cooling very well and yet upon our arrival and before we did any maintenance we informed them that the system was not coolingWe verified that the system was very low on refrigerant, we verified a leak electronically and we proved there was a leak because the system requires ounces of refrigerant to operate and when removing the old refrigerant to make the repair the system only contained ouncesThis alone tells us the system was low on refrigerant which can only mean a leak. Secondly the client paid us $on the first visit where we found the leak and $on the second visit when we made the repairWhy would they have had us not only make the repair, but have us return on another date unless they agreed that the system had an issueIt would seem unusual for anyone to spend close to $unless they agreed that there was a problem and in both instances prices and the necessary repairs were quoted before work was begun and in both situations the client signed the paperwork and remitted payment.I am unable to attach the two work orders to this response however if provided with an email address I can submit them at any timeWe pride ourselves on our reputation of honesty and integrity which is why the work order is clearly understandable and all findings clearly documented so that we can show without a doubt that any work we perform is necessaryWe also have documented proof that the two phone calls were made to the home by a member of our technical leadership team, however we have no control over who listens to, responds to or erases those messages and once again we have these calls logged so that we can prove at any given time the steps that we have taken.If any of our documentation was missing, the amount of refrigerant removed or added, the temperatures or pressures from the first visit that indicated an issue, the fact that a leak was found before the maintenance was performed, missing client signatures or the phone calls we would have some reasons for doubtHowever, that is the very reason that we require these items to be documented to make sure that our clients are receiving the correct level of service and that we are following our own procedures but in this case all of the i's are dotted and all of the T's are crossed.We will provide a one year warranty on the service call and repair (normally days) so that if the system were to stop working during that time we would not charge a return visit fee, even if it were next season.Please advise on how we should proceed Respectfully, Eric K***
We are sorry that Mr*** feels that we did not deliver as promised but that is inaccurateWe were contacted for the replacement of a gallon hot water heater on a Saturday and our Project Manager quoted a pre-established price and the client agreed to that price, the BTU output of the water
heater was not part of the conversation, only that it was gallonThere was a conversation that our client had with our service technician that a 40,BTU water heater would require a 4" vent, however the water heater we quoted was quoted as a 38,BTU and the price reflects thatWe do not provide itemized breakdowns on our installations, we haven't for yearsThe jobs are sold at a quoted price not to hide anything, but because there is no need this is not a retail sales, this is an installed priceWe also credited 1/of the price of the original service call and that credit was not added back into our pricing, we absorbed that expenseIf the client feels that they were being charged $for the 4" venting vsthe 3", we will refund them that amount as a courtesy, although the original installed price did not go up because of 4" pipe having to be usedWe do not take advantage of any of our clients and we have always installed quality products backed by craftsmanship and professionalismI am also more than happy to discuss this over the phone *** *** ***
Eric ***VP & General Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not agree that the diagnosis was correct, the repairman told me that it would cost $to fix a part that per the water heater manufacture costs dollarsEven the supervisors stated that this price was higher than (and 330)I also was not informed at any point prior to handing the tech my card of the priceThe tech intentionally misled me to talk me into a new water heater, instead of being willing to fix the issue which was my expectationI honestly don't expect a full refund in the matter, as the tech did come out and did tell me of a part that was broken, however I do feel that a compromise between the full amount and nothing should be met, as if this tech has quoted a proper price for the repair, I would have had it repaired through you and kept my sales appointment to get a HVAC installedPlease reconsider your positionThanks. Regards,*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have read Eric's review of the situation and disagree with a few points that he has madeThe first of which is him refunding the dollarsUnless a check has been sent in the mail, I have seen no refund on the card that was usedAlso, I had implored his initial technician to give me advice on what he would do to handle this situation, and he had said that he believed, the heat exchanger in question, even though booby trapped as Eric has stated, looked as if it was in good shape, and that he would incur this cost, and we would get 10-years out of the boilerAssuming that this individual was qualified, and knowledgeable as Eric has indicated that he is, I decided that this investment in the boiler would be a wise oneAlso, it was indicated to us that we would get a day warranty to fix any problems that may arise from a repair that ended up being unnecessary, so I take issue that the return visits were at their cost, it was implied in the original agreement that these visits are actually at the cost of what we initially paid, for a repair that was unnecessaryLastly, the reason that I am looking to recoup the last of the balance that we have paid, is I believe that we were delayed by shady business practices of getting a new boilerIf we were guided in the direction of a new boiler at the beginning of this situation, I would have happily paid the initial visit fee and moved onAlso, if *** *** had moved promptly in diagnosing the root cause of everything, and after that finding the cost of the new boiler, I would have saved roughly weeks time without hot waterLastly, I feel that the intention of Isaac Heating and Cooling was to take advantage of me, because in the last emails that we had sent back and forth, he tried to reduce what the cost of a refund would have been by implying that *** ***s visit would be considered the first for roughly more dollars, and also trying to overcharge for a boiler and installation of said boiler to the tune of thousands of dollars with the intention of reducing a "refund" to a situation in which they could profit. I am not disappointed that this has happened Eric, I am actually glad, I can put the system in my home that I originally wanted to years ago, but was financially unable to obtainSo to imply that I am after the last roughly dollars because I am upset about the investment that I am now making, do not mistake, I find it a blessingWhat I am upset about is the shady business practices of Isaac Heating and CoolingUntil this matter is resolved, I ask that the complaint stays on the Revdex.com, all you have to do is check Google reviews to see that this is not an isolated incident, and I would think that individuals that look to the Revdex.com for and idea of what kind of company one is dealing with as opposed to Google should see what they are dealing with.If this matter should include Email attachments to show in the way I feel that *** *** was intending to take advantage of the situation, I would be happy to include those. Regards, *** ***
Complaint ID *** *** ***The two attached service tickets have been labeled #and #in the upper right hand corner for ease of understandingTicket number does indicate that after performing a leak search that the client agreed to that ourtechnician found a leak at the braze jointA leak of any type needs to be repairedThe client also signed this service ticket meaning that they approve the work to be performed and are authorizing us to proceed.Ticket number shows that we did return for the leak repair which we did make at the clients approvalIt also shows that we removed pounds of 410A (Refrigerant) which was all of the refrigerant in the system from the system in order to make the repair and that upon completion of the repair that we added pounds ounces of 410A, which is the systems proper charge as proven by the clients comments that the system is working fineIt is important to understand that a system overcharged or undercharged by as little as 10% (estimated) will not operate properly and that as the percentage drops the system performance will decrease even moreA system that is under I overcharged by 15-20% (estimated) will not even cool in warm weather and this system was undercharged by 36%, meaning that it was not operating properly and that the client was not aware that it was undercharged due to theleakA system that is not properly charged might provide some cooling effect if the temperatures outside are low enough, leading the client to believe that it is working properlyAs the outdoor temperature rises and thereby increasing the indoor temperature the system performance will decrease due to the increased demand from both latent and sensible heatThis ticket was also signed for indicating that the client was aware fi what we were doing and the associated costsThe client also mentioned that a supervisor was sent out during the second call and this is when the coil no operating issue was found, our supervisors are well trained and certified, therefore I have the utmost confidence that their diagnosis was accurate as this is what they are trained to assist withThe fact that the coil txv unstuck itself is not unheard of, it does not happen all of the time but it does occur from time to time and fortunately for the client they were able to avoid the additional expense at this timeThe leak existed, the leak was repaired and the system was properly charged upon completionThis is what we charged for and nothing moreI understand the clients concerns, however all of the work performed were legitimate, quoted and taken care of as promised, we are unable to predict other portions of the system and how they will operateEric K*** VP & General Manager
I am sorry that our client is not satisfied, however our technician did everything that we would have asked and expected him to doHe arrived at the home at 3:32pm and departed at 5:00pm as confirmed by GPS, so there was a substantial investment of time to repair the issue with the clients furnace
The technician that we sent has over years of experience and is a Sr Technician, so his level of competence is very high and we place a great deal of confidence in his abilitiesThe client did assume it was the thermostat however the burners were shutting off regardless of what the the thermostat was telling the system to do and after spending time on the system the technician found that components of the ignition system had excessive carbon buiwhich was creating the issueOur records indicate that we last performed maintenance on the system during January or just over years ago which is an excessive amount of time and fortunately the client has not had any issues since that time.Our client was quoted the pricing for the work performed and our client signed the work order approving the repairs and our client paid upon completion, most importantly the system has been working since we left, whereas prior to our arrival it was not.There would be no reason to provide a refund as we repaired the issue, it would be advised to have annual maintenance and our client may want to consider the Gold Seal to prevent these expenses in the future.Eric ***VP & General Manager
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. Regards, [redacted]
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. 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 For your reference, details of the offer I reviewed appear below.Isaac indicated in their response that they had notified me numerous times about getting the furnace cleanedI have never received any notifications from them over the yearsIf I had received a notification, I would have scheduled a cleaningWhen I called for service, and if they had told me that the furnace hadn't been cleaned in years, I would have scheduled a cleaning, since I didn't need heat right away because the it was springTheir policy of charging for a service call if the furnace is not working is not fair to the consumerI don't recall anything in the paperwork that I received from them indicating this policyAlso this policy was never told to me when I called for service.Regards, [redacted]
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 Regards, [redacted]
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 belowI will state again that my system was fully operational at the time of the original call for service as well as for the initial visit by the technicianI did not call Isaac because my system did not workI called Isaac because I wanted to get the annual maintenance service as required by my warrantyThe A/C was cooling not only well, but very well at the time I requested annual maintenanceI had been using the A/C as much as I needed to so far this year and was happy with its performance Isaac's claim that the system was inoperable at the initial visit, or at any point during the visit, was simply not trueThe system continued to work very well even after Isaac insisted my coil was defective and had a valve stuck I had my system evaluated by an independent HVAC professionalMy system was deemed in perfect operating condition after Isaac deemed it inoperableIsaac is not telling the truth As to being contacted by anyone from Isaac, that is also not trueI have no record of receiving any callsI have no messagesI received no emailsRegards, [redacted] ***
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 Regards, [redacted] ***
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 belowThe price I was quoted was over dollars I looked up on line and the price of the same part...same brand was dollars The technician took roughly an hour to install this part I understand profit and overhead mentioned by Issac in their response Im a professional engineer...so my company has all those expences when they bill for my work...Im billed at 125$/hrThis workman without my education..(.and likely experience evidenced by his needing to call his superior a number of times for advice on installing this valve) was billed out at over 300$/hour No need for further response I will be taking my business elsewhere final comment when I googles Issac during this repair it did come up that their president or some such was stating on some news letter how high their profit margin was with their new billing system...great Regards, [redacted]
I have reviewed this situation with both our Canandaigua Manager and our Technical Supervisor who were deeply involved in the situation, so I have a very clear understanding of what has occurredOur services were requested on 9/3/for a boiler not working and upon arrival we found an oil boiler in dire need of maintenance and service which we suggested and performed at the clients request since the flue pipe had rotted away and the unit was unsafe to operateWe found the firebox where the flame burns to be disintegrated and the unit to be very badly sooted, the flue pipe to be rotted and the unit in overall poor conditionIt was also discovered after a few visits that the water pressure gauge was not working properly and although it was registering pressure, it was off by psi, so the boiler was not operating that the required pressure We ordered the firebox which we installed on 9/9/and the next day had to go back for a water leak which took a few visits (on our time) to locateIt was determined that the sections of the heat exchanger had developed a leak and were now leaking water into the boiler which it had not done previously, so why was this happening now? The soot that had built up within the boiler was insulating the heat exchanger almost like a protective blanket, keeping the heat exchanger form getting as hot as it might normally get, and the firebox that had disintegrated allowing the heat to disburse throughout the boiler had been properly replaced allowing the flame and heat to go where it was meant to goWhat happened is that this heat was now focused on the portion of the heat exchanger where is was meant to be and this along with the proper water pressure caused a leak to formThe leak was the result of a boiler operating at the temperatures and pressures for which it was designed, but that had not been doing so for an undetermined amount of time due to a lack of maintenance and service Isaac Heating & Air Conditioning happened to be the unfortunate contractor that was basically asked to service a bobby-trapped system and now that it has failed we are being asked to refund all of the money paid by the clientThere was a delay in getting this finalized because of trying to locate the source of the water leak and mainly because the client was asking Isaac to quote them on a replacement unit that we do not carry nor that we were familiar with and that took some timeIsaac has incurred almost $is direct expenses to service the clients boiler and we have refunded (as of yesterday) all but $of thew $paid, so our company took a significant loss to service this system We understand the frustrations of Mr [redacted] and the inconvenience to his family, but we did not create this situation, we came to help and we sent qualified and capable professionals on each visitThe boiler was not in good condition and I am sure that Mr [redacted] is frustrated that the lack of maintenance is now costing him anywhere for $- $10,because he has to replace a boiler that should have provided many more years of service, but that is not our fault and we have been more than generous is refunding the $We are sorry that this has happened and if there is anything else that needs to be answered please do not hesitate to contact meI also ask that this complaint be removed from our records as we have not done anything to cause this issue to occur and we have offered extremely reasonable accommodations to resolve thisRespectfully, Eric KnaakVice President & General Manager
We are sorry that Ms [redacted] is having issues with her heating and air conditioning system and as she had mentioned we would be able to send someone out and that there "might" be a charge for those servicesBecause the furnace is used when the system is cooling as well as when it is heating there is a possibility that the rattling sound is related to the use of the air conditioner over the past monthsIf the rattle is related to the maintenance we did on the furnace we would cover it, we always would do that and if it is not related there would be a charge for coming out and repairing whatever was making the noiseThis was fully communicated as evidenced by Ms [redacted] letter and we would still offer the same resolution, we cannot warranty a clients system if we are not responsiblePlease contact our office again at [redacted] to arrange a return trip with the understanding that if the noise is related to the work we performed months ago that we would cover it and if not there would be an $service fee plus repairsThank you, Eric ***VP & General Manager
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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I am STILL waiting for this business to call me to set up a resolutionThey have several phone numbers and I have received zero voicemail messages at this pointAgain, I find it surprising that I am paying for a service contract and can't get a reply without going through the Revdex.comThank you for your help.Regards, [redacted] ***
We were contacted by the client because of no heat in part of the home on a cold day, they were quoted a service fee of $and we dispatched a technicianThe technician discovered the issue to be a faulty zone valve which a repair price was quoted, the client gave the approval to make the repair at the established price which was done properly and professionallyUpon completion the technician received payment and the call was completedOur pricing is very carefully calculated based upon the cost of our organization to make the specific repair and any repairs are not made without the clients approvalMost repair parts are available on-line or at least access to the on-line cost, however that is only a portion of the expenseI have reviewed the pricing which came directly from our pricing guide and the price charged was accurate and because of that there would be no reason to apply any discounts as per the clients requestThe cost of making a repair in a clients home is much higher than the client feels, however we are the ones who knows what it cost and we have no desire to charge more than we need to for any repair, we only charge what is fair and that has to be fair for both the client and the companyVehicles, tires, gas, health insurance, workers comp insurance, unemployment insurance, social security, taxes, uniforms, training, support staff, tools, etcall add to the costI am sorry that the client does not agree and I hope that we can be of service in the future so that we may continue to provide them with a high level of professional customer serviceArriving at a clients home within a few hours of a service request can only be accomplished when we have a well trained team of service professionals and the investment in that team requires significant resources which needs to be reflected in the pricingRespectfully, Eric K*** VP & General Manager
Yes, we did agree with the higher option with not getting the items back but that's because we had no other choice at the time. I spoke with *** *** on the phone and he gave me three options; (1) take the higher option without getting the items back ($2,250), (2) take the lower option with getting our damaged items back ($928); or (3) get nothing. I tried to explain to *** that we don't understand why we as the consumer is getting screwed due to a company error on their part. We requested the full value of the goods but he insisted take it or leave it; so we had to take an option before we got nothing back. Plus, they still had some of our items and had not given them back to us yet at the time. I do not agree with their response that due to insurance they offer not what current value is but the depreciated value. I absolutely agree with that but that's for THEM (Isaac) not the consumer to eat the difference and is the reason why companies have insurance in the first place. Isaac is the one with insurance so they would receive the depreciated value from their insurance company and then they would just have to eat the difference to the consumer. Because as a consumer (no insurance included in this scenario; so you can't compare it to auto insurance where we would have insurance under our name) we should not be negatively impacted by something Isaac did on their own. So, before Isaac came to our house to do the insulation; my bike was in perfect condition in a safe place in my basement out of the elements of the winter weather. They did not cover it; it got damaged and I was left without warning of a damaged bike. They offered me $1,for the bike but as of today if I went to a bike shop to get the same exact bike it would cost me $1,for it. I lost money because of something they did; not me. Why is it my responsibility now to go out and locate a "used" bike that might not be in the same condition I had mine in for $1,because of something Isaac did. Insurance was involved because Isaac has liability insurance as a company but that should allow them to pay the difference to the consumer when something goes wrong and instead of them being out $2,897; they would have only been out $647. Again; the reason for having insurance. We are still requesting and feel as a consumer that was wronged by a company (Isaac) the difference between the full value of the items and the depreciated value of the items that they offered us; which comes to $
We have reviewed this complaint and there is a misunderstanding between what the client feels is the truth and what actually happenedIt is important to understand that the owner of the property was not present and that we worked with the Tenant of the property, so things may have not been
communicated properly between the owner and the tenantThe first issue indicates that we arrived at the end of the time frameThe call was scheduled between 8pm-11pm, we have run the GPS report for that technician and our technician began traveling to the home at 9:12pm, arrived at the home at 9:28pm and left the home at 10:34PMWith a window of 8p-11p, we actually arrived during the first half of that time frame, the clients claim is inaccurateThe time spent on site was 1hr and minutes, which contradicts the clients claims that the technician "took a quick look", "immediaitley said he doesnt know" and "within five minutes"Our technician was paid for hrs on this call including travel and of that over one hour was spent on site, that is not quickly or immediate.The client does not indicate that our diagnosis was inaccurate or that the suggested repair did not resolve the issue, which indicates that our technician did make a proper diagnosis and not being authorized to do the repair we would be unable to determine if the diagnosis was in-fact inaccurateThe technician that was sent has been with Isaac for multiple years and is a nationally certified technician and a well trained professional with a proven track record of accuracy and professionalismI have attached the service record from the call and it clearly indicates the issue and why the board needed to be replaced, this is a well documented call.The final point about payment is not accurate as the client had reversed charges on the credit card, so they have not paid anything to this point, however we will pursue payment by any and all legal means availableA service was requested, a proper service was rendered, pricing was agreed upon prior to services being provided, a signature was provided and Isaac is entitled to payment in fullIf there is anything that we are not aware of we would like to have this shared with us right away, but all indications are that the client wasnt happy with the pricing, not necessarily the diagnosis.Eric ***VP & General Manager
Revdex.com:It appears the business does not know how to handle complaints appropriately, hence the time elapsed between the complaint and the responseAdditionally, Isaac has chosen to consistently place blame on customers, rather than providing excellent customer service as they falsely advertise. First, the GPS time elapsed is not a positive indicator of when the technician was actually inside of the home working; the technician was in his truck for more than three quarters of the charged time, not workingThe original claim cannot be contradicted by GPS time, as the technician did indeed state that he did not know within five minutes of arriving. I apologize you feel that down-time, or sitting time is considered billable, however, I disagreeAs a result, and as allowed by Federal Law and Isaac's merchant account agreement, a customer can file a charge-back for services not renderedMore specifically, Isaac failing to respond to the complaint in a timely matter resulted in a lawfully filed charge-backAlso note that obtaining a customer's signature cannot be construed as acceptance of the services providedI suggest contacting legal counsel so Isaac and its representatives, specifically Eric ***, further understands their liability under law. Third, Isaac should note their response to this complaint was contradicted within itself; Isaac asserts the tenant agreed to and paid for the services rendered, however further states the reason the repair could not be made is because the owner of the property was not present, and therefore they could not test the boardFirst, if the tenant contracted the service provider and agreed to make payment upon Isaac rendering agreed upon services, further permission would not be necessarySecond, the Isaac technician did in fact bring in a universal board, installed it to test, and it did not fix the furnace.Finally, it should be universally noted that the diagnosis made by the alleged "nationally certified" technician was proven in-fact to be incorrect by a trustworthy company who fixed the issue within twenty minutes, for substantially less than quoted, without replacing the board (despite being a "well documented" necessity). The complaint is not in regards to the pricingRather, it has to do with three parts: lack of customer service, incorrect diagnoses, and billing for services not rendered. Regards,*** ***
Unfortunately we are unable to proceed from this point of the rejectionThe client states in their rejection that the system was cooling very well and yet upon our arrival and before we did any maintenance we informed them that the system was not coolingWe verified that the system was very low on refrigerant, we verified a leak electronically and we proved there was a leak because the system requires ounces of refrigerant to operate and when removing the old refrigerant to make the repair the system only contained ouncesThis alone tells us the system was low on refrigerant which can only mean a leak. Secondly the client paid us $on the first visit where we found the leak and $on the second visit when we made the repairWhy would they have had us not only make the repair, but have us return on another date unless they agreed that the system had an issueIt would seem unusual for anyone to spend close to $unless they agreed that there was a problem and in both instances prices and the necessary repairs were quoted before work was begun and in both situations the client signed the paperwork and remitted payment.I am unable to attach the two work orders to this response however if provided with an email address I can submit them at any timeWe pride ourselves on our reputation of honesty and integrity which is why the work order is clearly understandable and all findings clearly documented so that we can show without a doubt that any work we perform is necessaryWe also have documented proof that the two phone calls were made to the home by a member of our technical leadership team, however we have no control over who listens to, responds to or erases those messages and once again we have these calls logged so that we can prove at any given time the steps that we have taken.If any of our documentation was missing, the amount of refrigerant removed or added, the temperatures or pressures from the first visit that indicated an issue, the fact that a leak was found before the maintenance was performed, missing client signatures or the phone calls we would have some reasons for doubtHowever, that is the very reason that we require these items to be documented to make sure that our clients are receiving the correct level of service and that we are following our own procedures but in this case all of the i's are dotted and all of the T's are crossed.We will provide a one year warranty on the service call and repair (normally days) so that if the system were to stop working during that time we would not charge a return visit fee, even if it were next season.Please advise on how we should proceed Respectfully, Eric K***
We are sorry that Mr*** feels that we did not deliver as promised but that is inaccurateWe were contacted for the replacement of a gallon hot water heater on a Saturday and our Project Manager quoted a pre-established price and the client agreed to that price, the BTU output of the water
heater was not part of the conversation, only that it was gallonThere was a conversation that our client had with our service technician that a 40,BTU water heater would require a 4" vent, however the water heater we quoted was quoted as a 38,BTU and the price reflects thatWe do not provide itemized breakdowns on our installations, we haven't for yearsThe jobs are sold at a quoted price not to hide anything, but because there is no need this is not a retail sales, this is an installed priceWe also credited 1/of the price of the original service call and that credit was not added back into our pricing, we absorbed that expenseIf the client feels that they were being charged $for the 4" venting vsthe 3", we will refund them that amount as a courtesy, although the original installed price did not go up because of 4" pipe having to be usedWe do not take advantage of any of our clients and we have always installed quality products backed by craftsmanship and professionalismI am also more than happy to discuss this over the phone *** *** ***
Eric ***VP & General Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not agree that the diagnosis was correct, the repairman told me that it would cost $to fix a part that per the water heater manufacture costs dollarsEven the supervisors stated that this price was higher than (and 330)I also was not informed at any point prior to handing the tech my card of the priceThe tech intentionally misled me to talk me into a new water heater, instead of being willing to fix the issue which was my expectationI honestly don't expect a full refund in the matter, as the tech did come out and did tell me of a part that was broken, however I do feel that a compromise between the full amount and nothing should be met, as if this tech has quoted a proper price for the repair, I would have had it repaired through you and kept my sales appointment to get a HVAC installedPlease reconsider your positionThanks. Regards,*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have read Eric's review of the situation and disagree with a few points that he has madeThe first of which is him refunding the dollarsUnless a check has been sent in the mail, I have seen no refund on the card that was usedAlso, I had implored his initial technician to give me advice on what he would do to handle this situation, and he had said that he believed, the heat exchanger in question, even though booby trapped as Eric has stated, looked as if it was in good shape, and that he would incur this cost, and we would get 10-years out of the boilerAssuming that this individual was qualified, and knowledgeable as Eric has indicated that he is, I decided that this investment in the boiler would be a wise oneAlso, it was indicated to us that we would get a day warranty to fix any problems that may arise from a repair that ended up being unnecessary, so I take issue that the return visits were at their cost, it was implied in the original agreement that these visits are actually at the cost of what we initially paid, for a repair that was unnecessaryLastly, the reason that I am looking to recoup the last of the balance that we have paid, is I believe that we were delayed by shady business practices of getting a new boilerIf we were guided in the direction of a new boiler at the beginning of this situation, I would have happily paid the initial visit fee and moved onAlso, if *** *** had moved promptly in diagnosing the root cause of everything, and after that finding the cost of the new boiler, I would have saved roughly weeks time without hot waterLastly, I feel that the intention of Isaac Heating and Cooling was to take advantage of me, because in the last emails that we had sent back and forth, he tried to reduce what the cost of a refund would have been by implying that *** ***s visit would be considered the first for roughly more dollars, and also trying to overcharge for a boiler and installation of said boiler to the tune of thousands of dollars with the intention of reducing a "refund" to a situation in which they could profit. I am not disappointed that this has happened Eric, I am actually glad, I can put the system in my home that I originally wanted to years ago, but was financially unable to obtainSo to imply that I am after the last roughly dollars because I am upset about the investment that I am now making, do not mistake, I find it a blessingWhat I am upset about is the shady business practices of Isaac Heating and CoolingUntil this matter is resolved, I ask that the complaint stays on the Revdex.com, all you have to do is check Google reviews to see that this is not an isolated incident, and I would think that individuals that look to the Revdex.com for and idea of what kind of company one is dealing with as opposed to Google should see what they are dealing with.If this matter should include Email attachments to show in the way I feel that *** *** was intending to take advantage of the situation, I would be happy to include those. Regards, *** ***
Complaint ID *** *** ***The two attached service tickets have been labeled #and #in the upper right hand corner for ease of understandingTicket number does indicate that after performing a leak search that the client agreed to that ourtechnician found a leak at the braze jointA leak of any type needs to be repairedThe client also signed this service ticket meaning that they approve the work to be performed and are authorizing us to proceed.Ticket number shows that we did return for the leak repair which we did make at the clients approvalIt also shows that we removed pounds of 410A (Refrigerant) which was all of the refrigerant in the system from the system in order to make the repair and that upon completion of the repair that we added pounds ounces of 410A, which is the systems proper charge as proven by the clients comments that the system is working fineIt is important to understand that a system overcharged or undercharged by as little as 10% (estimated) will not operate properly and that as the percentage drops the system performance will decrease even moreA system that is under I overcharged by 15-20% (estimated) will not even cool in warm weather and this system was undercharged by 36%, meaning that it was not operating properly and that the client was not aware that it was undercharged due to theleakA system that is not properly charged might provide some cooling effect if the temperatures outside are low enough, leading the client to believe that it is working properlyAs the outdoor temperature rises and thereby increasing the indoor temperature the system performance will decrease due to the increased demand from both latent and sensible heatThis ticket was also signed for indicating that the client was aware fi what we were doing and the associated costsThe client also mentioned that a supervisor was sent out during the second call and this is when the coil no operating issue was found, our supervisors are well trained and certified, therefore I have the utmost confidence that their diagnosis was accurate as this is what they are trained to assist withThe fact that the coil txv unstuck itself is not unheard of, it does not happen all of the time but it does occur from time to time and fortunately for the client they were able to avoid the additional expense at this timeThe leak existed, the leak was repaired and the system was properly charged upon completionThis is what we charged for and nothing moreI understand the clients concerns, however all of the work performed were legitimate, quoted and taken care of as promised, we are unable to predict other portions of the system and how they will operateEric K*** VP & General Manager
I am sorry that our client is not satisfied, however our technician did everything that we would have asked and expected him to doHe arrived at the home at 3:32pm and departed at 5:00pm as confirmed by GPS, so there was a substantial investment of time to repair the issue with the clients furnace
The technician that we sent has over years of experience and is a Sr Technician, so his level of competence is very high and we place a great deal of confidence in his abilitiesThe client did assume it was the thermostat however the burners were shutting off regardless of what the the thermostat was telling the system to do and after spending time on the system the technician found that components of the ignition system had excessive carbon buiwhich was creating the issueOur records indicate that we last performed maintenance on the system during January or just over years ago which is an excessive amount of time and fortunately the client has not had any issues since that time.Our client was quoted the pricing for the work performed and our client signed the work order approving the repairs and our client paid upon completion, most importantly the system has been working since we left, whereas prior to our arrival it was not.There would be no reason to provide a refund as we repaired the issue, it would be advised to have annual maintenance and our client may want to consider the Gold Seal to prevent these expenses in the future.Eric ***VP & General Manager
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. Regards, [redacted]
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. Regards, [redacted]