Dutch Heating, Inc.

Complaint: ***
I am rejecting this response because:
10/14/I purchased this generator from Dutch Heating Incnot the manufacturer This model was chosen for its warranty and was led to believe that Dutch Heating Incwould be handling any and all warranty services
As for the repairs the company never showed up on the scheduled date After many phone calls to reschedule I was not available on the date they
Regards,
*** ***

Invoice

September 22, 2015Dear *** ***,
Dutch Heating Incwas contracted by *** *** October to install a Honeywell standby generatorThe new generator installation was a successThe battery that was included with the generator was defective so we replaced it at the time
of installation at no additional charge to *** ***The new generator was put into operation and functioned as expectedIn May of we received a phone call from *** *** stating there were issues with the load management switch connected to the generatorWe offered to troubleshoot the issue and repair the problem free of charge*** *** refused repair and in turn demanded a refund for this optional upgradeTo remain in good standing with the customer we refunded *** *** the entire purchase price of the optional upgrade he was unhappy withIn August of we received a phone call from *** *** stating he was having issues with the new generatorAt the time of service the generator was found to have a defective control boardWe immediately contacted Honeywell to starta warranty claimHoneywell then dispatched one of their factory authorized technicians to verify that was the issueThe factory authorized technician agreed the control board was defective and placed the order for a new control boardAfter the new control board was installed the factory authorized technician determined some additional components were damagedThe factory authorized technician immediately ordered the additional parts found to be defectiveThe repair parts arrived and Honeywell's authorized repair center scheduled a time to return and install the repair partsThe scheduled date ended up resulting in severe weather conditions creating an unsafe work environment for their technicians as these generators stand outside in the elementsThe authorized repair center contacted Dutch Heating Incand *** *** to reschedule the repair which was only (3) days after the cancelation due to bad weather*** *** was clearly upset by the delay and immediately refused any further service*** *** demanded a full refund and stated to both Dutch Heating Incand Honeywell's authorized service center he will not allow any further trouble shooting or repairsThe new generator is under manufactures warranty and the claim has been processed by Honeywell's authorized service centerHad Honeywell's authorized service center reach a level of repair found to be too costly or extensive a new generator would have been issued and installed free of charge for *** ***We have followed all the repair procedures required by Honeywell but were unable to establish a final conclusion due to the lack of cooperation from *** *** *** would have a properly repaired or a replacement generator free of charge at this point had he not refused factory authorized service.Regards,
Ray WPresident Dutch Heating Inc

August 15, To Whom It May Concern,Early in the week of July 21, 2014, the customer called Dutch Heating, Increquesting the purchase and installation/replacement of a special toilet that was needed due to his current limitationsOn July 24, 2014, arrangements were made with
the customer to install the toilet, provided he could pay for the materials at that timeThat cost totaled $The rest, $for labor, was approved to be paid in installmentsThe customer expressed concern as he did not have the fundsHe was going to see what he could do and get back to usThe customer called a short time later indicating he had found someone to loan him the money, therefore Dutch Heating, Incconfirmed that the installation would occur the following afternoonOn July 25, 2014, a service technician from Dutch Heating, Incarrived at the customers' residence; all materials were transported to the second floor bathroom where the toilet was to be replaced.Upon removal of the current toilet, it was discovered that the cast toilet hub was rottedTo be repaired correctly, this must be replaced with PVC or a new cast which is connected to the sewer lineWe do not do this type of workThe job proposed to Dutch Heating, Incwas a toilet replacement to the present sewer connectsGiven the condition of the hub, neither toilet was installed and the sewer line was temporary closed with rags until the customer could make arrangements with a licensed plumber who could make a legitimate repairThe situation was unfortunate but unavoidable given the condition of the floor and toilet connectionsThe customer was given the option of returning all materials and there would be no charge for anything or he could keep the materials for which he was paying and contact another company to complete the workThe customer did receive a bill for the labor but it was immediately rescinded.Dutch Heating, Incdoes plumbing fixture replacements not sewer line repairs and replacements as these legally require a licensed plumber, which we do not have on staff, last minute adjustments must be made or we decline the job from the startIn this particular case, there was no way the customer or Dutch Heating, Inccould have known about the rotted cast toilet hub until the existing toilet was removedDutch Heating, Incconsiders this job to be completed.Sincerely,Ray W.
DUTCH HEATING, INC

October 5, 2015
Dear [redacted],
I completely understand [redacted] frustrations however the generator problem is a manufactures defect to be repaired by the manufacture at the manufactures expense. We are the installing contractor and stand 100% behind our work. [redacted] generator problems are not a result of our installation. [redacted] has refused further service from the manufacture therefore creating this dispute. It is unreasonable to request a small family run business should compensate for the responsibility of a large manufacture. Had [redacted] allowed the manufacture to follow standard procedures he would currently have a satisfactory outcome.
Regards,
Ray W.President Dutch Heating Inc

Review: On 7/24/14 I made arrangements to have a new toilet installed on 7/25/14. I was to pay for the materials and make payments on the labor. On 7/25/14 Dutch Heating arrived around 3:00 PM and carried up the new toilet and materials to the second floor. He was shown where the new toilet was to be installed. He removed the old toilet and immediately called his boss. His boss told me that his guy could put the old toilet back on but because the ring to the steel pipe (sewer line) was broke he could not install the new one. When the worker took the phone back he told his boss that he did not care how inconvenient it was that he was not putting the old one or new one back on. I was told that the floor was rotten too. I am in a wheelchair and was left stranded on a friday night without a toilet and they did not care one bit about it. That evening my family had to come up with money to buy an adult potty chair so that I had use of a toilet. On 7/26/14 a family friend watched a [redacted] video on how to install new equipment over steel/metal sewer lines. He came to inspect the floor and said there was three layers of subflooring and that there was nothing wrong with it. In three hours the new toilet was installed. Dutch Heating led me to believe that I needed a plumber and a carpenter and that it would be well over $1000 to complete. On 7/30/14 I received a bill for $180 for two hours of labor. Dutch heating was only there for one hour, if that, and most of the time was the guy on the phone with his boss. Their website also says that they do plumbing services which is misleading. They later called and said I do not owe them for the labor. The sewer line was left open and fumes were coming out of the line. I recently had a kidney transplant and recently released from the hospital due to a very aggressive virus that attacked my urinary tract system. This company was not professionnal at all.Desired Settlement: I would be happy with an apology but at the same time I had to come up with additional money to buy a pottychair which cost $70 and to pay for someone to come repair and put on the new toilet so I think some kind of reimbursement should take place.

Business

Response:

August 15, 2014To Whom It May Concern,Early in the week of July 21, 2014, the customer called Dutch Heating, Inc. requesting the purchase and installation/replacement of a special toilet that was needed due to his current limitations. On July 24, 2014, arrangements were made with the customer to install the toilet, provided he could pay for the materials at that time. That cost totaled $335. The rest, $180 for labor, was approved to be paid in installments. The customer expressed concern as he did not have the funds. He was going to see what he could do and get back to us. The customer called a short time later indicating he had found someone to loan him the money, therefore Dutch Heating, Inc. confirmed that the installation would occur the following afternoon. On July 25, 2014, a service technician from Dutch Heating, Inc. arrived at the customers' residence; all materials were transported to the second floor bathroom where the toilet was to be replaced.Upon removal of the current toilet, it was discovered that the cast toilet hub was rotted. To be repaired correctly, this must be replaced with PVC or a new cast which is connected to the sewer line. We do not do this type of work. The job proposed to Dutch Heating, Inc. was a toilet replacement to the present sewer connects. Given the condition of the hub, neither toilet was installed and the sewer line was temporary closed with rags until the customer could make arrangements with a licensed plumber who could make a legitimate repair. The situation was unfortunate but unavoidable given the condition of the floor and toilet connections. The customer was given the option of returning all materials and there would be no charge for anything or he could keep the materials for which he was paying and contact another company to complete the work. The customer did receive a bill for the labor but it was immediately rescinded.Dutch Heating, Inc. does plumbing fixture replacements not sewer line repairs and replacements as these legally require a licensed plumber, which we do not have on staff, last minute adjustments must be made or we decline the job from the start. In this particular case, there was no way the customer or Dutch Heating, Inc. could have known about the rotted cast toilet hub until the existing toilet was removed. Dutch Heating, Inc. considers this job to be completed.Sincerely,Ray W. DUTCH HEATING, INC