Freshwater Plumbing & Heating

Complaint: [redacted] I am rejecting this response because: The outdoor temperature sensor was mounted on the incorrect, sunny, south side of the house; and is within about feet of the warm exhaust stack (see attached photo)During the February 7, visit by the service representative, the boiler was re-programmed with the assistance of a technical service person via telephoneThis technical service person advised that the outdoor sensor must be located in a shaded area, preferably on the north side of the house The system appears to be functioning properly during night time hours, but has not been fully tested during daylight hoursDue to the perceived ineptitude of this business, I am willing to relocate the sensor myselfHowever, I cannot accept that this complaint is resolved at this timeI must wait for better weather conditions before relocating the sensor, and perform further testing of the heating system Regards, [redacted] ***

Due to circumstances that arose following two surgical procedures, it was not possible to respond to the business' latest response in the day time period
First of all, it is requested that the Revdex.com edit our name out of the response from the business ownerHis response ignored the instruction to not include any personally identifiable information
Next, we do not accept the response of the business for the following reasons:
Many of their statements are incorrect
Yes, it took two attempts to contact usIt was explained to the owner that I had just undergone surgeryIt took us only two days to respond to himThere were times when it took numerous phone calls, and/or threats of legal action/Revdex.com involvement to get this business to respond to usThe owner would say he would call back that day, and would not call until we contacted him againWe have phone records to support this
Regarding the business owner's comments about being difficult to work with and being emotional: we have gone an entire heating season in rural Colorado without a properly functioning heating system, including several days with temperatures of minus degrees with NO heat! His comment is not "non emotional"He has been very defensive throughout this processWe have never even met himHe was hired through the project manager As for being considered difficult to work with, our feeling is that the job should have been done properly to begin withThen there would have been no need for frustration or complaint
Early on, when the boiler was not working, and there were concerns whether the system was set up properly, the business owner was asked to come and check his employee's workHis response, even though the system was still under warranty, was to say, "I'm not coming down there unless you pay me extra." This was in spite of him being the responsible party and contracted entityOne would think that the owner would consider it his responsibility to check their employee's work, especially when issues arose consistentlyHe repeatedly refused, sending the same employee back
As for defaming his employee: The employee is pleasant, and tries hard, but does not appear to be experienced enough to install this type of systemHe installed the temperature sensor on the South wall, totally negating its purposeThe pumps were also replaced because they did not meet the heating load requirements and were too small for the jobWhen asked why the zones weren't sized appropriately, he said, "We put them where the customer wants them"This seems to be poor planning, expecting the customer to be the expert There seems to be no engineering or thought to the set up whatsoeverIn addition, the employee used dirty buckets to recirculate the coolant, allowing contaminants to enter the systemHe used water, rather than coolant, until we complained to the owner that the system was being dilutedWe noticed that the tubing in the Northeast corner of the house has a 6'x2' section that had no tubing at all, making that corner extremely coldThis was mentioned to the project managerIt was never corrected, and the concrete was poured over itThe tubing between the joists is not situated close to the subfloor in several areasThis was mentioned to both the installer and the project manager and we were assured it was fineWe notice cold spots in areas that we attribute to thisThe wiring in the boiler area is a jumble
We also had toilet issues with leakage on the floor, that they addressed, but it took several weeks for someone to come fix this
The proposed solution to move the sensor to a north facing direction, where it should have been located to begin with, is now no longer feasibleThis would involve destruction of drywall that is already installedRunning the wire outdoors would leave it vulnerable to damage, and make an unsightly situationAs was mentioned in an earlier response, we the homeowners', preferred to relocate the sensor ourselvesDuring the last phone conversation with the business owner, he was asked whether he read our proposed solution to this complaintHe chose not to answer that question, and stated that they would come to correct the issueWe have an alternate location for the sensor to be mounted, and will discuss this with the installer on April 6th
Lastly, we cannot consider this complaint closed until we evaluate the work that is yet to completedPlease amend this complaint to reflect this

We would like the opportunity to make a (hopefully) final response to our complaint, although days has passedA second surgical procedure again prevented our timely response
The owner and the employee did come out on April 6, and the employee moved the sensor to a shaded area on the East side of the house, under a porch, to mimic a North side installation The reinstall appears to have been done to our satisfaction
For the record, we would like to respond to the owner's last written comment:
"in response to the owners comment that I have never been out on this project,
my response is,
I was contracted by the builder not the owners!
therefore I have felt no need,
my contractorial compliance and communication was done with him, "
This is not trueWe have a written contract with the owner's signature stating that the contract is with us and signed by usThe "builder" was a project manager onlyAll contracts between all disciplines were signed by us, not the "builder"
Since the system appears to be working properly at this time, we will consider this case closed, but reserve the right to reopen if the system fails again
Lastly, since the owner did not follow the recommendations to avoid using personally identifying information of the parties of the parties involved, we request that Revdex.com edit our names out of any communicationsPlease notify us when that has been completed
Thank you for your assistance in resolving this matter

to whom this concerns
freshwater plumbing & heating
are complying with the ***,s compliant,
about the outside temp probe not being located at a north facing direction
after two attempts to contact the ***,s
we have a arranged to come out and relocate outside temp on sunday 6th april
we will give notice when this work has been done,
might we add in a non emotional comment
the ***s have been very difficult to work with through out this project,
defaming my employee
demandinding some one else to come out,
very combative & hostile on the phone when I last talked to them to arrange the above appointment,
hopefully they won,t have something more to pick apart in the future,
sincerely
chris batts
owner freshwater plumbing & heating

The business indicated via telephone that the issue has been resolved

hello
yes freshwater plumbing & heating
will be keeping the appointment scheduled by the  owners and freshwater this coming 6th april
and I myself the owner will be there besides my one and only employee,
in response to the owners comment that I have never been  out on this project,
my response is,
I was contracted by the builder not the owners!
therefore I have felt no need,
my contractorial compliance and communication was done with him,

Complaint: [redacted]
I am rejecting this response because:
The outdoor temperature sensor was mounted on the incorrect, sunny, south side of the house; and is within about 2 feet of the warm exhaust...

stack (see attached photo). During the February 7, 2014 visit by the service representative, the boiler was re-programmed with the assistance of a technical service person via telephone. This technical service person advised that the outdoor sensor must be located in a shaded area, preferably on the north side of the house.
The system appears to be functioning properly during night time hours, but has not been fully tested during daylight hours. Due to the perceived ineptitude of this business, I am willing to relocate the sensor myself. However, I cannot accept that this complaint is resolved at this time. I must wait for better weather conditions before relocating the sensor, and perform further testing of the heating system.
Regards,
[redacted]