FIRST CALL OIL

Complaint: [redacted] I am rejecting this response because: There were many and misleading statements made by First Call The claim that the technicians carbon monoxide reader registered a reading is false Unbeknownst to the technician, while he was in our garage inspecting the furnace I was inside the house watching the carbon monoxide detector At no time did the detector ever read anything other than zero the whole time What's more disturbing is that the technician also told me that he could both smell and taste the carbon monoxide in our house This is a patently claim, because carbon monoxide has neither a taste nor a smell Also- The claim that there was a crack in the heat exchanger in "the bend" of the exchanger was proved to be by both [redacted] , and [redacted] ***- both of which did subsequent inspections of the furnace In fact- both [redacted] and the gas company said that it would be impossible for anyone to detect a crack in the heat exchanger in "the bend" of the exchanger I'm also skeptical of the claim by First Call that their technician had no malice intentions The technician wasted little time decommissioning our furnace and putting us in contact with the First Call sales department This was a red flag for both me and my wife In light of the inspections that followed by [redacted] ***, and [redacted] , I can only assume that First Call has business practices that are highly suspect to me It took very little time for [redacted] to figure out that our blower motor was seizing up, causing both the burning smell and the inability of our furnace to enter into the second stage [redacted] replaced the motor for a very reasonable fee, and our furnace has been working perfectly ever since I'm very disappointed with the response from First Call, and they should be thankful that we haven't taken legal action against them I believe that First Call committed fraud I would be more than willing to speak with anyone at the Revdex.com, or with anyone from the news media about our fiasco.Sincerely, [redacted] ***

We contacted
the customer on this issue immediately and asked for documentation from ** *** like it was described We received the documentation and went back to the home to make sure our work was done as described which it was We also discovered that the documentation that was given to us from the customer that she had from ** *** was dated 12/but we did the work on 7/ the customer is aware of this and is going to try and find the documentation that she believes she has from ** *** from August of
Either way we stand behind our work and are working with the customer to get this issue resolved
Paul H***
Service Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have forwarded the correct response from ** *** which is almost identical to the one I received after they worked on the furnace, but with the open line of dialog I believe they will fix itSincerely, *** ***

Reference: Customer Complaint / [redacted]
Date: 11/8/2016
 
I received a call from Mr. [redacted] on 11/10/2016 in reference to our service call performed at his home on 11/8/2016 by our technician Scott.  Mr. [redacted] described the service call to me...

and was very upset about the situation.  He felt that Scott did not properly diagnose the problem and questioned his techniques and his diagnosis.  He told me how another company found that it just needed a motor and that there were no cracks or carbon monoxide being emitted into the home.  I assured Mr. [redacted] that we do not use scare tactics and the technician that was in his home is a very qualified technician with 15 years of experience and very thorough in making sure he does his job correctly.  I apologized to Mr. [redacted] about the experience and let him know that we take this very seriously and despite Scott’s work experience I would sit down with him and discuss this particular diagnosis to see if there was something that he did wrong or could have done differently.  I also said that we would refund his $99 diagnostic fee that he paid due to his dissatisfaction with the experience.
I sat down with our technician Scott and reviewed this service call with him.  He inspected the heat exchanger due to the age and condition of the furnace to make sure it was safe and the customer complaining of smells in the home.  Scott used is carbon monoxide detector and a couple of the registers in the home and found 6-7ppm readings on his meter.  Scott went outside to clear his meter to do another reading and found the same results both times.  Scott then used his scope camera to look inside the heat exchanger and found cracks on one of the bends of the heat exchanger and at that point recommended to get a replacement furnace. 
As I mentioned above, we will never use scare tactics or purposefully misrepresent our findings and recommendations.  However, mistakes do occasionally happen despite our best intentions. Although our technician believes his assessment was correct we gave the customer a full refund and apologized for the incident.  We are committed to operating our business in a professional and ethical manner.

The company has reached out and scheduled a followup service at no charge. Assuming this goes well the issue is resolved. Thank you for your help
 
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Complaint: [redacted]I am rejecting this response because:  There were many false and misleading statements made by First Call.  The claim that the technicians carbon monoxide reader registered a reading is false.  Unbeknownst to the technician, while he was in our garage inspecting the furnace I was inside the house watching the carbon monoxide detector.  At no time did the detector ever read anything other than zero the whole time.  What's more disturbing is that the technician also told me that he could both smell and taste the carbon monoxide in our house.  This is a patently false claim, because carbon monoxide has neither a taste nor a smell.  Also- The claim that there was a crack in the heat exchanger in "the bend" of the exchanger was proved to be false by both [redacted], and [redacted]- both of which did subsequent inspections of the furnace.  In fact- both [redacted] and the gas company said that it would be impossible for anyone to detect a crack in the heat exchanger in "the bend" of the exchanger.  I'm also skeptical of the claim by First Call that  their technician had no malice intentions.  The technician wasted little time decommissioning our furnace and putting us in contact with the First Call sales department.  This was a red flag for both me and my wife.  
 
In light of the inspections that followed by [redacted], and [redacted], I can only assume that First Call has business practices that are highly suspect to me.  It took very little time for [redacted] to figure out that our blower motor was seizing up, causing both the burning smell and the inability of our furnace to enter into the second stage.  [redacted] replaced the motor for a very reasonable fee, and our furnace has been working perfectly ever since.
 
I'm very disappointed with the response from First Call, and they should be thankful that we haven't taken legal action against them.  I believe that First Call committed fraud.
 
I would be more than willing to speak with anyone at the Revdex.com, or with anyone from the news media about our fiasco.Sincerely,[redacted]