Environmental Controls & Service

October 19, 2016On 12/12/we entered into a contract to install a [redacted] boiler for $The [redacted] boiler had a limited year parts warranty and a limited year warranty on the heat exchanger from the MANUFACTUREWe also furnished a one (1) year warranty on labor for all manufactures defects and on our workmanship.In December 2015, three years after the system was installed, [redacted] had a service issue with the boilerThe heat exchanger was leaking waterThis was a problem [redacted] had recognized with other boilers of this same model and they had come out with a redesigned heat exchanger to prevent future failuresECS requested a replacement heat exchanger from [redacted] and we received one at no cost, but the customer was responsible to pay the shipping costs for this part.The cost to replace this part as per our [redacted] book that we use for pricing our service jobs was $We agreed to charge [redacted] a considerably reduced fee of $700.This was replacement heat exchanger was installed in January and following that we were not aware of any problems with the system.On October 3rd 2016, Our technician went over to [redacted] 's house after receiving a call that they did not have any heatOur Technician turned the system on and the heating system started up and ran properlyOur technician watched the boiler run thru cycles of running up to high limit and then dropping to low and cyclingThe system ran perfectly every cycleThe cost for this diagnostic was $65.00.Later that night [redacted] called and said she did not have domestic hot waterA service technician was dispatched and to her house at 9:and found the unit running with an AA Fault codeHe discovered the DHW flow switch leaking and found erratic operation when it tried to openOur service technician recommended replacing flow Switch on SystemThere was no diagnostic charge or any other cost for this emergency call.We had scheduled this to be replaced on the second call of the day (October 5") for the technician who had been dispatched with the part for the callHis first call un-expectantly went a lot longer than expectedWe were then informed that [redacted] 's father who was at the home could not be available after 12:noonWe asked to reschedule this the very next day on the 6th of OctoberWe returned on October 6th and installed a new flow switch at a cost of $for labor-only (hrs) for the installationThe part was under the manufactures warranty.On 10/6/16, later in the afternoon, [redacted] called and stated that she had no heat and hot water againWe had a service technician look at the system on the morning of 10/and he found no heat circulating thru the systemHe diagnosed that the three-way motor was not operatingOur service technician verified this diagnosis with [redacted] tech support and went over the entire history with themThey recommend replacing the three-way motor valve on the unitThe part was in stock at the distributorOur technician picked up the part immediately and installed it on the boilerThe labor time on this call was hrsThere was NO CHARGE for this service call.EC & S has provided all labor and all warranty parts as per the manufacturer's warrantiesEC&S has worked within the Contractor's labor warranty (one year) that was provided to [redacted] when the boiler was purchasedService was requested by [redacted] more than years after the boiler was installedAny and all concerns about the product quality or workmanship can be delivered to the manufacture as the end user has more weight in any and all considerations than a Contractor who installed it.In today's world with any and all inventory being counted as wasted dollars sitting on a warehouse shelf, more and more distributers are stocking fewer partsWhen a part is needed, the distributer rarely has it and the part is shipped in overnightThis turns a possible no heat problem into an emergency when the time that it fails is in the middle of winter or Summer and the customer has to sometimes wait multiple days to have their System resolved.At EC&S, we always are searching for the best products to serve our customersWe look for products that will give the highest efficiency for the best valueWe also look for quality products from quality distributersIf we do have a problem, we want to have a company that we bought it from to take care of our customer the best way.Unfortunately, our culture demands that manufactures provide products that are competitively priced while still giving the highest qualityThey will always try to accomplish this and ECS looks for the manufactures and products who have good warranties and will be good valueThe warranties on this boiler were honored by the manufacture on all partsThe labor warranty was honored by ECS for one year and even after that, prices were adjusted or removed for Services renderedI would suggest that [redacted] contact the boiler manufacture for any adjustments or reimbursement for the service calls that she encountered.If you have any other questions on this matter, please feel free to contact me at my office.Dave SPresident

November 2, 2016This letter is in response to the letter to our company dated Tuesday, October 25, 2016.Upon the service issues that [redacted] had with her boiler (heating system), EC&S was first informed by the distributer where we purchased the equipment from that the boiler had a year warranty on partsThis [redacted] (brand name) boiler was purchased from HVAC Distributors located in Mt Joy PAThe manufacture's of this ( [redacted] ) was going through a transition stage where the company was actually selling this division to another company ( [redacted] )HVAC Distrubuters did contact the manufacture's ( [redacted] ) for us and were also told that boiler carried a year manufactures warranty on partsThis is the information that was given to EC&STina did contact [redacted] who was the new Company and was informed that the boiler should be covered under a year warranty on partsWe contacted HVAC distributers again to verify this and they did confirm this after a call back to [redacted] I will also state that HVAC Distributors was very upset that they were be given wrong information on this situation.EC&S did not charge or receive any payment ever for any parts for any service done to this boilerEC&S will make every effort to verify what the warranty is on a product prior to doing all repairsWe would want the customer to be aware [redacted] of any and all costs to a repairWe can only go by the information that is given to our company from a distributor or manufacture's.All estimates given to [redacted] for this service was for LABOR-ONLYOur company uses a [redacted] pricing book for all of our repairsThe book uses the industry standard for pricing and levels of time to do all jobsWe have found this to be highly accurate for service jobs and it's a win-win for our customersAll jobs are quoted [redacted] and the customer has the ability to accept or decline the job prior to the work being performedThere is also a section in the book for warranties where the cost is only calculated on labor onlyWarranty jobs would not have any material include in the cost and this was what was used for [redacted] 's service.Dave S.President

they are not offering any help with the money I have paid out for the repairs on this productthey tried to charge me for parts that were covered under warranty until I called the manufacturer because they were too lazy to do soI will never use this company again as their customer service is awful and they try to scam people by charging them for parts covered under warranty!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

October 19, 2016On 12/12/12 we entered into a contract to install a [redacted] boiler for $7919.75. The [redacted] boiler had a limited 5 year parts warranty and a limited 12 year warranty on the heat exchanger from the MANUFACTURE. We also furnished a one (1) year warranty on labor for all...

manufactures defects and on our workmanship.In December 2015, three years after the system was installed, [redacted] had a service issue with the boiler. The heat exchanger was leaking water. This was a problem [redacted] had recognized with other boilers of this same model and they had come out with a redesigned heat exchanger to prevent future failures. ECS requested a replacement heat exchanger from [redacted] and we received one at no cost, but the customer was responsible to pay the shipping costs for this part.The cost to replace this part as per our [redacted] book that we use for pricing our service jobs was $1100. We agreed to charge [redacted] a considerably reduced fee of $700.This was replacement heat exchanger was installed in January 2016 and following that we were not aware of any problems with the system.On October 3rd 2016, Our technician went over to [redacted]'s house after receiving a call that they did not have any heat. Our Technician turned the system on and the heating system started up and ran properly. Our technician watched the boiler run thru 15 cycles of running up to high limit 176 and then dropping to low 149 and cycling. The system ran perfectly every cycle. The cost for this diagnostic was $65.00.Later that night [redacted] called and said she did not have domestic hot water. A service technician was dispatched and to her house at 9:45 and found the unit running with an AA Fault code. He discovered the DHW flow switch leaking and found erratic operation when it tried to open. Our service technician recommended replacing flow Switch on System. There was no diagnostic charge or any other cost for this emergency call.We had scheduled this to be replaced on the second call of the day (October 5") for the technician who had been dispatched with the part for the call. His first call un-expectantly went a lot longer than expected. We were then informed that [redacted]'s father who was at the home could not be available after 12:00 noon. We asked to reschedule this the very next day on the 6th of October. We returned on October 6th 2016 and installed a new flow switch at a cost of $395 for labor-only (3.5 hrs) for the installation. The part was under the manufactures warranty.On 10/6/16, later in the afternoon, [redacted] called and stated that she had no heat and hot water again. We had a service technician look at the system on the morning of 10/7 and he found no heat circulating thru the system. He diagnosed that the three-way motor was not operating. Our service technician verified this diagnosis with [redacted] tech support and went over the entire history with them. They recommend replacing the three-way motor valve on the unit. The part was in stock at the distributor. Our technician picked up the part immediately and installed it on the boiler. The labor time on this call was 4.5 hrs. There was NO CHARGE for this service call.EC & S has provided all labor and all warranty parts as per the manufacturer's warranties. EC&S has worked within the Contractor's labor warranty (one year) that was provided to [redacted] when the boiler was purchased. Service was requested by [redacted] more than 3 years after the boiler was installed. Any and all concerns about the product quality or workmanship can be delivered to the manufacture as the end user has more weight in any and all considerations than a Contractor who installed it.In today's world with any and all inventory being counted as wasted dollars sitting on a warehouse shelf, more and more distributers are stocking fewer parts. When a part is needed, the distributer rarely has it and the part is shipped in overnight. This turns a possible no heat problem into an emergency when the time that it fails is in the middle of winter or Summer and the customer has to sometimes wait multiple days to have their System resolved.At EC&S, we always are searching for the best products to serve our customers. We look for products that will give the highest efficiency for the best value. We also look for quality products from quality distributers. If we do have a problem, we want to have a company that we bought it from to take care of our customer the best way.Unfortunately, our culture demands that manufactures provide products that are competitively priced while still giving the highest quality. They will always try to accomplish this and ECS looks for the manufactures and products who have good warranties and will be good value. The warranties on this boiler were honored by the manufacture on all parts. The labor warranty was honored by ECS for one year and even after that, prices were adjusted or removed for Services rendered. I would suggest that [redacted] contact the boiler manufacture for any adjustments or reimbursement for the service calls that she encountered.If you have any other questions on this matter, please feel free to contact me at my office.Dave S. President

November 2, 2016This letter is in response to the letter to our company dated Tuesday, October 25, 2016.Upon the service issues that [redacted] had with her boiler (heating system), EC&S was first informed by the distributer where we purchased the equipment from that the boiler had a 3 year warranty on parts. This [redacted] (brand name) boiler was purchased from HVAC Distributors located in Mt Joy PA. The manufacture's of this ([redacted]) was going through a transition stage where the company was actually selling this division to another company ([redacted]). HVAC Distrubuters did contact the manufacture's ([redacted]) for us and were also told that boiler carried a 3 year manufactures warranty on parts. This is the information that was given to EC&S. Tina did contact [redacted] who was the new Company and was informed that the boiler should be covered under a 5 year warranty on parts. We contacted HVAC distributers again to verify this and they did confirm this after a call back to [redacted]. I will also state that HVAC Distributors was very upset that they were be given wrong information on this situation.EC&S did not charge or receive any payment ever for any parts for any service done to this boiler. EC&S will make every effort to verify what the warranty is on a product prior to doing all repairs. We would want the customer to be aware [redacted] of any and all costs to a repair. We can only go by the information that is given to our company from a distributor or manufacture's.All estimates given to [redacted] for this service was for LABOR-ONLY. Our company uses a [redacted] pricing book for all of our repairs. The book uses the industry standard for pricing and levels of time to do all jobs. We have found this to be highly accurate for service jobs and it's a win-win for our customers. All jobs are quoted [redacted] and the customer has the ability to accept or decline the job prior to the work being performed. There is also a section in the book for warranties where the cost is only calculated on labor only. Warranty jobs would not have any material include in the cost and this was what was used for [redacted]'s service.Dave S.President