Del's Appliance Heating & Cooling

To whom it may concern My name is [redacted] I am the first one that went out to [redacted] house at [redacted] when I had gotten there the gas was shut off and caped by MGE Their was no gas to the house MGE red tagged several leaks, gas range, hot water tank, furnace, main gas line, their was numerous leaks I sent one of my very qualified service technian out to repair the leaks when he left there was no gas on to check his work and no danger whatsoeverWhen MGE came back out they must of found a couple of leaks in main line which we would of been more than happy to come back out and repair But [redacted] apparently got someone else With the amount of leaks she had and no gas turned on to check for leaks it is not uncommon to miss a few At NO TIME WAS ANYONE IN DANGER JUST inconvenient We did not get paid for the leaks we did fixed.We are sorry for any inconvenience

[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 Regards, [redacted]

Good Afternoon, This is a home warranty customer, that we went out on to replace his air handlerThe owner of the company was who installed this air handler, and I can guarantee, that the customer did not help with the install The Home owner had his own company come out on a Saturday and tell him the air handler needed to be replaced, and his warranty refused to pay the other company, so we had to install based on the other company's findings Mr [redacted] per his warranty company stated the size of heat strips that he wanted in this new air handler, and that was what was sent It is an untrue statement to say that we did not have the heat strips, as we did, but because per his warranty company that they went with the size that Mr [redacted] stated, they were too big for his air handler and could not be installed Before ever going out to install this unit, the [redacted] s agreed to the non covered charges that the warranty company does not pay They consist of duct modifications, reclaim, and disposal I can not tell you if the unit was reclaimed or not as I was not there, however if the owner of the company says he reclaimed, then he reclaimed As for disposal, this again was agreed upon on a recorded line to their warranty company before any work was done It was $100.00, he wanted the whole air handler, I would not allow him to have the part that had freon in it, because as per our company policies, we are responsible for proper disposal, so as I told him on the phone, we would only take that part and leave the blower of the air handler if he wanted, and would only charge $ We have not taken their phone calls, because we were instructed by his warranty company to no longer have any contact with them, as they were threatening law suits to everyone.Also, We originally went out because there was a leak in the txv which is the metering device, that was replaced, then days later they say it's leaking again, they call their own company out who says it is the whole a coil now We go out and replace that, and between companies neither caught the outside unit, that they say is completely empty of freon???If you need any more information, please feel free to let me know Thanks

[redacted] , I am truly sorry that you had this experience with us? The tech was correct in saying that anything that has to do with the drain is not covered by your warranty? However a cracked drain pan would have been? If you would email me the invoice on the company's letterhead of what they did, I will be glad to refund you your $

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:This was UNSAFEif it wasn't why would MGE, shut it offThe first guy that came to evaluate/ quote the job, he put measurements of the pipes that needed to be replacedIf the technician was "very qualified" he would have done just that instead of slapping on some plumbers putty around the old pipesNot one pipe was replaced! If they are very qualified plumbers, they would know that opening & shutting a door ? could ignite a gas leakSo this was an unsafe situation for my kids and myselfEven MGE left a note on the tag that this requires a "licensed plumber" not a handy manAnd if the gas being shut off was the reason, the next plumber, had no problem replacing itThis was also an inconvenience being I had to miss work, waiting for them to come to fix what was supposed to be fixed two days priorI called at noon which was at the end of my time frame (8-12) for my apptThat's when [redacted] said they were trying to find paperwork to see what supply they neededI read the supply from my first paper workShe then was saying other excusesAt that point I was very frustrated so called my warranty company, they then had someone out to my house that evening and fixing it the next dayAnd I did pay them partial of my deductible, and feel they didn't even earn thatThe ? attached picture is of the work they did.Regards, [redacted] ***

Regarding Ms ***? Complaint # [redacted] The initial phone call from Ms***'s warranty company, stated that the gas company had red flagged several areas in her heating system because of leaks? They asked us to go assess the situation, and report back our findings? We did so, obtained permission to repair and or replace what was needed? We sent a tech out and repaired several leaks using approved pipe thread putty (also referred to as pipe dope) we at no time used plumbers putty? When we left, there was one pipe that was not replaced, and it was the one coming directly out of the meter? The technician wanted to contact MGE to see if we had permission to remove this pipe as it was directly attached to the meter? By the next day, Ms [redacted] had contacted the warranty company with her complaints, and they reassigned the claim before we could complete what was needed? At no time was there gas to her house, as MGE had shut it off, and had to approve it being turned back on by them?

Again, as stated before all contact was severed with the [redacted] s per their home warranty company? A lot of the information that I have spoken of came directly from the warranty company, who stated to me on a recorded line that the [redacted] s wanted the kw heat strips? We did not order the unit, it was based on the company that came out prior to us, and we were asked to install because their prices were so high? So to say that we ordered a 5kw heatstrip is completely wrong? As for charging $for electrical modifications you are again wrong? We charged $for those ? ? As for calling the technician lazy etc? your husband had a phone conversation with me while the tech was there, asking me to charge less money, and in the same phone call, told me how nice a job the technician had done? I also gave a 10% discount at that time.Yes I was not there to know if your husband assisted, I can only take the word of my technician, just as you are responding to what your husband has said.? I am sorry you are dissatisfied with your service, however you or your ? husband agreed to every modification that was charged prior to the work being done? That was approved on a recorded line through your warranty company, before it ever came to this office.?

Good Afternoon,? This is a home warranty customer, that we went out on to ? replace his air handlerThe owner of the company was who installed this air handler, and I can guarantee, that the customer did not help with the install? The Home owner had his own company come out on a? Saturday? and tell him the air handler needed to be replaced, and his warranty refused to pay the other company, so we had to install based on the other company's findings? Mr [redacted] per his warranty company stated the size of heat strips that he wanted in this new air handler, and that was what was sent? It is an untrue statement to say that we did not have the heat strips, as we did, but because per his warranty company that they went with the size that Mr [redacted] stated, they were too big for his air handler and could not be installed? Before ever going out to install this unit, the [redacted] s agreed to the non covered charges that the warranty company does not pay? They consist of duct modifications, reclaim, and disposal? I can not tell you if the unit was reclaimed or not as I was not there, however if the owner of the company says he reclaimed, then he reclaimed? As for disposal, this again was agreed upon on a recorded line to their warranty company before any work was done? It was $100.00, he wanted the whole air handler, I would not allow him to have the part that had freon in it, because as per our company policies, we are responsible for proper disposal, so as I told him on the phone, we would only take that part and leave the blower of the air handler if he wanted, and would only charge $? We have not taken their phone calls, because we were instructed by his warranty company to no longer have any contact with them, as they were threatening law suits to everyone.Also, ? We originally went out because there was a leak in the txv which is the metering device, that was replaced, then? days later? they say it's leaking again, they call their own company out who says it is the whole a coil now? We go out and replace that, and between companies neither caught the outside unit, that they say is completely empty of freon???If you need any more information, please feel free to let me know? Thanks

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:As we mentioned in our previous response we have come to the understanding that a company is allowed to charge extremely high prices for materials and we are coping with that issue in this caseTo say that we are dissatisfied with the service may be an understatement and to continue to revisit that avoids the remaining complaint that we were fraudulently charged for a service that WAS NOT renderedWe were charged for reclaiming of freon that NEVER happenedWe have expended extremely too much time dealing with this matter as of today's dateWe expect a full refund of our $paymentIf the response is such that it will not be refunded because you have a dishonest employee who states otherwise then we will begin our search for legal counsel and let the judge determine 'he said, she said' and we will be requesting that attorney and court fees be assigned to Del's ApplianceWe are extremely shocked that a licensed business would continue to be argumentative and hassle the customer the way we feel our situation has been handled.Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:This was UNSAFEif it wasn't why would MGE, shut it offThe first guy that came to evaluate/ quote the job, he put measurements of the pipes that needed to be replacedIf the technician was "very qualified" he would have done just that instead of slapping on some plumbers putty around the old pipesNot one pipe was replaced! If they are very qualified plumbers, they would know that opening & shutting a door could ignite a gas leakSo this was an unsafe situation for my kids and myselfEven MGE left a note on the tag that this requires a "licensed plumber" not a handy manAnd if the gas being shut off was the reason, the next plumber, had no problem replacing itThis was also an inconvenience being I had to miss work, waiting for them to come to fix what was supposed to be fixed two days priorI called at noon which was at the end of my time frame (8-12) for my apptThat's when *** said they were trying to find paperwork to see what supply they neededI read the supply from my first paper workShe then was saying other excusesAt that point I was very frustrated so called my warranty company, they then had someone out to my house that evening and fixing it the next dayAnd I did pay them partial of my deductible, and feel they didn't even earn thatThe attached picture is of the work they did.Regards,
*** ***

Good Afternoon, This is a home warranty customer, that we went out on to replace his air handlerThe owner of the company was who installed this air handler, and I can guarantee, that the customer did not help with the install The Home owner had his own company come out on
a Saturday and tell him the air handler needed to be replaced, and his warranty refused to pay the other company, so we had to install based on the other company's findings Mr *** per his warranty company stated the size of heat strips that he wanted in this new air handler, and that was what was sent It is an untrue statement to say that we did not have the heat strips, as we did, but because per his warranty company that they went with the size that Mr*** stated, they were too big for his air handler and could not be installed Before ever going out to install this unit, the ***s agreed to the non covered charges that the warranty company does not pay They consist of duct modifications, reclaim, and disposal I can not tell you if the unit was reclaimed or not as I was not there, however if the owner of the company says he reclaimed, then he reclaimed As for disposal, this again was agreed upon on a recorded line to their warranty company before any work was done It was $100.00, he wanted the whole air handler, I would not allow him to have the part that had freon in it, because as per our company policies, we are responsible for proper disposal, so as I told him on the phone, we would only take that part and leave the blower of the air handler if he wanted, and would only charge $ We have not taken their phone calls, because we were instructed by his warranty company to no longer have any contact with them, as they were threatening law suits to everyone.Also, We originally went out because there was a leak in the txv which is the metering device, that was replaced, then days later they say it's leaking again, they call their own company out who says it is the whole a coil now We go out and replace that, and between companies neither caught the outside unit, that they say is completely empty of freon???If you need any more information, please feel free to let me know Thanks

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Again, as stated before all contact was severed with the ***s per their home warranty company A lot of the information that I have spoken of came directly from the warranty company, who stated to me on a recorded line that the ***s wanted the kw heat strips We did not order the unit, it was based on the company that came out prior to us, and we were asked to install because their prices were so high So to say that we ordered a 5kw heatstrip is completely wrong As for charging $for electrical modifications you are again wrong We charged $for those As for calling the technician lazy etc your husband had a phone conversation with me while the tech was there, asking me to charge less money, and in the same phone call, told me how nice a job the technician had done I also gave a 10% discount at that time.Yes I was not there to know if your husband assisted, I can only take the word of my technician, just as you are responding to what your husband has said. I am sorry you are dissatisfied with your service, however you or your husband agreed to every modification that was charged prior to the work being done That was approved on a recorded line through your warranty company, before it ever came to this office

To whom it may concern
My name is *** *** I am the first one that went out to *** *** house at *** *** when I had gotten there the gas was shut off and caped by MGE Their was no gas to the house MGE red tagged several leaks, gas range, hot water tank, furnace, main gas line, their was numerous leaks I sent one of my very qualified service technian out to repair the leaks when he left there was no gas on to check his work and no danger whatsoeverWhen MGE came back out they must of found a couple of leaks in main line which we would of been more than happy to come back out and repair But *** apparently got someone else With the amount of leaks she had and no gas turned on to check for leaks it is not uncommon to miss a few At NO TIME WAS ANYONE IN DANGER JUST inconvenient We did not get paid for the leaks we did fixed.We are sorry for any inconvenience

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:As we mentioned in our previous response we have come to the understanding that a company is allowed to charge extremely high prices for materials and we are coping with that issue in this caseTo say that we are dissatisfied with the service may be an understatement and to continue to revisit that avoids the remaining complaint that we were fraudulently charged for a service that WAS NOT renderedWe were charged for reclaiming of freon that NEVER happenedWe have expended extremely too much time dealing with this matter as of today's dateWe expect a full refund of our $paymentIf the response is such that it will not be refunded because you have a dishonest employee who states otherwise then we will begin our search for legal counsel and let the judge determine 'he said, she said' and we will be requesting that attorney and court fees be assigned to Del's ApplianceWe are extremely shocked that a licensed business would continue to be argumentative and hassle the customer the way we feel our situation has been handled.Regards,
*** ***

***, I am truly sorry that you had this experience with us The tech was correct in saying that anything that has to do with the drain is not covered by your warranty However a cracked drain pan would have been If you would email me the invoice on the company's letterhead of
what they did, I will be glad to refund you your $

To whom it may concern
My name is *** *** I am the first one that went out to *** *** house at *** *** when I had gotten there the gas was shut off and caped by MGE Their was no gas to the house MGE red tagged several leaks, gas range, hot water tank, furnace, main gas line, their was numerous leaks I sent one of my very qualified service technian out to repair the leaks when he left there was no gas on to check his work and no danger whatsoeverWhen MGE came back out they must of found a couple of leaks in main line which we would of been more than happy to come back out and repair But *** apparently got someone else With the amount of leaks she had and no gas turned on to check for leaks it is not uncommon to miss a few At NO TIME WAS ANYONE IN DANGER JUST inconvenient We did not get paid for the leaks we did fixed.We are sorry for any inconvenience

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:This was UNSAFEif it wasn't why would MGE, shut it offThe first guy that came to evaluate/ quote the job, he put measurements of the pipes that needed to be replacedIf the technician was "very qualified" he would have done just that instead of slapping on some plumbers putty around the old pipesNot one pipe was replaced! If they are very qualified plumbers, they would know that opening & shutting a door could ignite a gas leakSo this was an unsafe situation for my kids and myselfEven MGE left a note on the tag that this requires a "licensed plumber" not a handy manAnd if the gas being shut off was the reason, the next plumber, had no problem replacing itThis was also an inconvenience being I had to miss work, waiting for them to come to fix what was supposed to be fixed two days priorI called at noon which was at the end of my time frame (8-12) for my apptThat's when *** said they were trying to find paperwork to see what supply they neededI read the supply from my first paper workShe then was saying other excusesAt that point I was very frustrated so called my warranty company, they then had someone out to my house that evening and fixing it the next dayAnd I did pay them partial of my deductible, and feel they didn't even earn thatThe attached picture is of the work they did.Regards,
*** ***

Good Afternoon, This is a home warranty customer, that we went out on to replace his air handlerThe owner of the company was who installed this air handler, and I can guarantee, that the customer did not help with the install The Home owner had his own company come out on
a Saturday and tell him the air handler needed to be replaced, and his warranty refused to pay the other company, so we had to install based on the other company's findings Mr *** per his warranty company stated the size of heat strips that he wanted in this new air handler, and that was what was sent It is an untrue statement to say that we did not have the heat strips, as we did, but because per his warranty company that they went with the size that Mr*** stated, they were too big for his air handler and could not be installed Before ever going out to install this unit, the ***s agreed to the non covered charges that the warranty company does not pay They consist of duct modifications, reclaim, and disposal I can not tell you if the unit was reclaimed or not as I was not there, however if the owner of the company says he reclaimed, then he reclaimed As for disposal, this again was agreed upon on a recorded line to their warranty company before any work was done It was $100.00, he wanted the whole air handler, I would not allow him to have the part that had freon in it, because as per our company policies, we are responsible for proper disposal, so as I told him on the phone, we would only take that part and leave the blower of the air handler if he wanted, and would only charge $ We have not taken their phone calls, because we were instructed by his warranty company to no longer have any contact with them, as they were threatening law suits to everyone.Also, We originally went out because there was a leak in the txv which is the metering device, that was replaced, then days later they say it's leaking again, they call their own company out who says it is the whole a coil now We go out and replace that, and between companies neither caught the outside unit, that they say is completely empty of freon???If you need any more information, please feel free to let me know Thanks

***, I am truly sorry that you had this experience with us The tech was correct in saying that anything that has to do with the drain is not covered by your warranty However a cracked drain pan would have been If you would email me the invoice on the company's letterhead of
what they did, I will be glad to refund you your $