Evans Air Services, Inc.

Initial Business Response /* (1000, 6, 2015/11/20) */
Evans Air Services was sub-contracted to perform an oil maintenance for Mr***, a customer of *** *** The maintenance was performed by an Evans Air Services tech on the homeowner's system on OctOnce the maintenance was performed,
our technician confirmed that the system was running, and left the homeLater, the homeowner called stating that his heat was no longer working, and would like us to come back out to look at the furnaceWe returned on Friday, the 14th, to evaluate the furnaceOur technician found that the ceramic electrode had cracked, possibly while tightening during the maintenance processHe informed the homeownerWe called the local distributor and found the factory part would be available at the beginning of the weekOur tech informed the homeowner and *** *** was also notified
On Monday the 19th of Oct, the distributor called us to let us know the part had come in, and once we received the call, we called the consumer, as well as emailed *** *** to let them know the status, and scheduled an appt timeThe following day the part was installed
On the date of installation, our tech found that he could not get the new electrode to fire, and spoke with the homeowner, and we contacted *** *** Our technician called the manufacturer to confirm the installation and operation was correct, and due to a gaping issue, our tech was not able to set the electrode correctlyThe following day, Oct 21st, the homeowner called at 10:19am stating that if we couldn't fix his issue, he would like someone who couldWe offered him a refund at that point, however he refusedWe did not charge the homeowner for the electrode, as we felt it was our responsibility to replace, but did refund the amount of the maintenance ($145.00), which was performed on 10/12, back to *** *** We confirmed that *** *** had then sent another company out to adjust the electrodeThey let us know once he had heat
The cost of the maintenance was again offered to Mr*** by *** *** (correspondence available for review)
We always make it a priority to work quickly and diligently to provide service, and in this instance, the part's availability, as well as difficulty with installation delayed the repairEvans Air technicians are knowledgeable, and did what we could to make the necessary repairsEvans Air also did provide a refund of charges for the maintenance performed back to *** *** in the amount of 145.00, and do regret that the customer felt in any way that we were unconcerned for their situation
Initial Consumer Rebuttal /* (3000, 8, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree that Evans Air technicians are knowledgeable as far as oil furnaces goIf they were, they would not have broken the part in the first place and they would have been able to replace and adjust the electrode correctlyIt seems odd to me that they made the statement that they did all they could do to repair the furnace but another company could come in and correctly adjust the same part and get my furnace operating properly*** *** *** was most helpful in this matterIt's just unfortunate that Evans Air Services had to be involved at all in this matter
Final Business Response /* (4000, 12, 2015/12/02) */
Evans Air Services again regrets that the homeowner feels that we were not attentive his situationIn regards to the part, it is composed of a ceramic, which is fragile, and easy to crack, which was the outcome of our technician's initial visitHowever, that part was replaced for free by us, and once installed, we only needed to have the next company gap the part per factory specificationsWe were informed that they completed the service, and were under the impression that the job was satisfied
Below you will find the correspondence from *** at *** *** in regards to the reimbursement, letting the customer know that we did provide payment which was then applied to the 2nd companies repair
From:"*** ***
Date:Tue, Nov 10, at 1:PM
Subject:Your Maintence
***,
I received the $you paid Evans Air, and I applied it to the $*** *** charged *** *** *** Do you want me to refund your $145?
Things happen, and I am really sorry about what happened in your situationI am doing the best I can to keep things rolling, and I am sorry you felt that it was necessary to file a complaintI will jointly respond with ***
Please let me know if you want me to issue you the refundThanks
Hope both you and your Mom are well! Thanks
*** ** ***