Danny Heineman & Sons Plumbing & Heating, Inc

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Revdex.com spoke to both Danny at business and consumer and the business has agreed to issue a refund for $200 in good faith and consumer has agreed that this will resolve the situation.
Regards, 
[redacted]

Revdex.com spoke to Danny at business and the following was relayed: The customer called us to repair a valve. There was no pressure from the tank and it needed to be replaced. A previous zone valve had required the tank be replaced, the customer should have been aware. We did not charge any extra labor to change the tank. The customer mentioned the extended warranty, we did check with the extended warranty and it was not covered. The customer then stated she wanted to call the warranty company herself. She did and they stated the same thing. The reason the invoice was not sent is that it was put on hold while we checked and the customer checked regarding the extended warranty. The 12/7 call was not a call to get paid, but a call regarding the regular maintenance. The customer did send a check and paid the bill. I am going to refund their credit card the $10.09 for the finance charge as the issue was due to checking with the extended warranty.

Our customer, [redacted], called our office at
3:00pm on 11/15/2016 stating that the zone valve is stuck open in the bedroom zone.  They were not going to be home, so they gave
us a key code for the door. Our technician went to their home the next day, on 11/16/2016.
The technician ...

found that the zone valve needed to be changed,  but also found that the expansion tank also needed changing in order for the boiler to work.  Our
technician then changed the zone valve and the expansion tank and
backflow in order for the boiler to work again. He was able to do this in one
visit, without having to return on a second day incurring more travel time and so the customer would have heat for the evening. A few days after that, they were called and left a message with the total of the bill and stating
we would be charging the card on file. [redacted] called back and said that they
don't believe they should be getting a bill; that this should all be covered
under their extended warranty. We then submitted the bill to their
extended warranty company and found out at a later date that the extended warranty company denied
their claim. The [redacted]'s were then notified of this and were upset with this. It was
explained to them that only the items that come on the boiler itself are
covered under warranty; not additional items.  We
then asked if we could use the credit card on file to pay the bill, and we were
told that they were going to call the warranty company themselves and wanted us
to mail the bill, and they would mail us a check. So we did. There was no problem
noted of repair done at that time.  On 12/7/2016, we did call them; however, it
was to ask if they want to set up an appointment  to get the boiler clean and tuned (this is done annually).
The customer told us that they were selling the house and were going to let the
new owners take care of it. They did not
want to put  any more money  into it  than necessary. It is because of this, why I believe the
claim is being disputed. They wouldn't have had any heat that evening if we had
waited,. and it saved them additional labor
charges. It was
necessary for us to repair what we did. We thought we were doing a courtesy and
saving them the inconvenience of not having heat. The second correspondence that they
received was a statement, not an invoice.  They computer is set up to automatically generate late fees after 30
days of seeing no payment. Mr. [redacted] did call on 12/27/2016, and did talk to me, Danny. He asked for an explanation of
why the expansion tank was put on. Danny talked with him and explained that the
boiler wouldn't work with out it and explained why it wouldn't work. Danny also
explained the charges and warranty to him.  He was still upset and explained he wouldn't be calling us again. That
was the last correspondence we had with him until we received his payment for
the invoice. It is unfortunate that Mr. & Mrs. [redacted] feel this way when all we did was help fix the problem. Sincerely, Danny Heineman  President