Gagle's Heating

Complaint: [redacted] I am rejecting this response because: there was another adult present during Rick’s visitThis other adult will confirm that I not only requested to keep the motor blower but also confronted Rick about ‘core’ exchangesRick is not being truthful regarding thisRick was very clear in stating that all parts must be returned to the ‘store’ and customers are not permitted to keep any paid parts removed from owner’s furnacesThis is being attested to both by myself and outside third party present at time of Rick’s visit Jeanette initially stated the product was under warranty which was later retracted by JeanetteThen Jeanette stated that there was a core refund; that was later retractedThen Jeanette agreed to leave the part at my house which was retracted laterWhen all was said and done, Jeanette stated that the blower part was removed from my furnace in December and I should have called sooner to request the removed partI made the request the day of repairI made the second (2nd) request the day after repairHow many requests does it require to keep my mal-functioning part? Rick was not honest in his removal of my product The current blower fan makes as much, if not more, noise than the removed blower motorTherefore, the furnace is still not repaired properlyOnly a very expensive working part removed On January 14, I received a receipt with the part name but not the model, serial or any other identifying information in which to order a replacement part for future referenceSo why is it so difficult to obtain this information if a company is truly legitimate? I want a partial refund for Gagle's screw up.Sincerely, [redacted]

The origional work order only had the "job address" and did not have the mailing address for the customer, thus the reason for the delay in the customer receiving the invoiceThis job was scheduled and performed in December of We had sent a plumber to the job site and the pump was working correctly when we left so we processed a work order for the service callIt is our policy that if we charge a customer for a diagnosis and/or repair of equipment and failure occures again within a reasonable amount of time (days) that we do not charge a second service fee to return and rediagnose the failureThe customer must have misunderstood what was stated about our service fee's, because had we been informed that another equipment failure occured, we would have went back to the job site at no charge to the customerWe were not informed by the customer and/or offered an opportunity to resolve the issue prior to the customer involving another plumbing company so we have no obligation to waive the charges for the initial service call

Rick, the technician who performed the furnace diagnosis, followed standard procedure by contacting the furnace manufacturers local distributor, providing them the model and serial number of the furnace, to inquire if the specific failed part(s) were still covered under warrantyIn this case, the warranty on the furnace blower motor had expiredIt was at that time he could accurately provide the customer with a quote to make the necessary repairsThe customer accepted the quote and we proceeded to order the replacement partsThe repair to the furnace was performed as quoted and on the date / time scheduled Rick, our technician to whom performed the repair on 1/has stated that the customer did not request to retain the failed part(s) (blower motor) but should she have requested at the time of repair, he would have gladly left it at her residenceRick also stated that he did not tell the customer "no" she could not have the used part(s) and/or they must be returned to the storeAs a general rule and professionalism, our employees clean up their work area upon completing a task, which would include removing and recycling unusable materialsThe customer did contact our office on 1/to inquire about getting the failed motor returned to her, but our recycling bin had been picked up earlier that dayJanette called the recycling company on behalf of the customer to see if there was any way they could locate the motor, but the recycling bin had already been dumped at the industrial scrap yard and was impossible to locateNon-warranty failed parts have no value to our company and we would never have a reason to retain them (receipt) Our technicians carry wireless tablets in the field and they able to generate a work order and email it directly to the customerWe do not have printers in our service vehicles so if a customer requests a printed receipt, that information is communicated to our office staff and a printed receipt is mailedWe mailed a printed receipt to this customer on 1/ As to the customers desired settlement requestWe do not have access to an identical "used" motor and for reasons of legal liability we would never give used electrical parts to a customerThere are no refunds due for warranty because the part(s) warranty for the blower motor had expiredAlso, there is not a value for a core return on a residential small horsepower motor as the customer seems to implyWe are a flat-rate company and our repair pricing is listed as one price that includes both materials and laborThat information was provided on the receipt the customer was mailed on 1/

The origional work order only had the "job address" and did not have the mailing address for the customer, thus the reason for the delay in the customer receiving the invoiceThis job was scheduled and performed in December of We had sent a plumber to the job site and the pump was working
correctly when we left so we processed a work order for the service callIt is our policy that if we charge a customer for a diagnosis and/or repair of equipment and failure occures again within a reasonable amount of time (days) that we do not charge a second service fee to return and rediagnose the failureThe customer must have misunderstood what was stated about our service fee's, because had we been informed that another equipment failure occured, we would have went back to the job site at no charge to the customerWe were not informed by the customer and/or offered an opportunity to resolve the issue prior to the customer involving another plumbing company so we have no obligation to waive the charges for the initial service call

Complaint: ***I am rejecting this response because:As stated in my complaint, I phoned the company when the issue arose again and took notes of the conversationI spoke with an *** and a JeffI also shared the events with *** of *** *** who recommended the second plumber*** could be contacted to provide verification; I have not spoken with him since the conversation in which I solicited a recommendation from him for another plumber as the first plumber was going to charge a second service fee to address the same issue.As the current issue seems to be my word against the company's it may be best to contact *** in order to triangulate my version of eventsIf you wish me to do that, I'm willing.Sincerely,*** ***

Complaint: ***I am rejecting this response because: there was another adult present during Rick’s visitThis other adult will confirm that I not only requested to keep the motor blower but also confronted Rick about ‘core’ exchangesRick is not being truthful regarding thisRick was very clear in stating that all parts must be returned to the ‘store’ and customers are not permitted to keep any paid parts removed from owner’s furnacesThis is being attested to both by myself and outside third party present at time of Rick’s visit
Jeanette initially stated the product was under warranty which was later retracted by JeanetteThen Jeanette stated that there was a core refund; that was later retractedThen Jeanette agreed to leave the part at my house which was retracted laterWhen all was said and done, Jeanette stated that the blower part was removed from my furnace in December and I should have called sooner to request the removed partI made the request the day of repairI made the second (2nd) request the day after repairHow many requests does it require to keep my mal-functioning part? Rick was not honest in his removal of my product
The current blower fan makes as much, if not more, noise than the removed blower motorTherefore, the furnace is still not repaired properlyOnly a very expensive working part removed
On January 14, I received a receipt with the part name but not the model, serial or any other identifying information in which to order a replacement part for future referenceSo why is it so difficult to obtain this information if a company is truly legitimate? I want a partial refund for Gagle's screw up.Sincerely,*** ***

Rick, the technician who performed the furnace diagnosis, followed standard procedure by contacting the furnace manufacturers local distributor, providing them the model and serial number of the furnace, to inquire if the specific failed part(s) were still covered under warrantyIn this case, the
warranty on the furnace blower motor had expiredIt was at that time he could accurately provide the customer with a quote to make the necessary repairsThe customer accepted the quote and we proceeded to order the replacement partsThe repair to the furnace was performed as quoted and on the date / time scheduled
Rick, our technician to whom performed the repair on 1/has stated that the customer did not request to retain the failed part(s) (blower motor) but should she have requested at the time of repair, he would have gladly left it at her residenceRick also stated that he did not tell the customer "no" she could not have the used part(s) and/or they must be returned to the storeAs a general rule and professionalism, our employees clean up their work area upon completing a task, which would include removing and recycling unusable materialsThe customer did contact our office on 1/to inquire about getting the failed motor returned to her, but our recycling bin had been picked up earlier that dayJanette called the recycling company on behalf of the customer to see if there was any way they could locate the motor, but the recycling bin had already been dumped at the industrial scrap yard and was impossible to locateNon-warranty failed parts have no value to our company and we would never have a reason to retain them.
(receipt) Our technicians carry wireless tablets in the field and they able to generate a work order and email it directly to the customerWe do not have printers in our service vehicles so if a customer requests a printed receipt, that information is communicated to our office staff and a printed receipt is mailedWe mailed a printed receipt to this customer on 1/6.
As to the customers desired settlement requestWe do not have access to an identical "used" motor and for reasons of legal liability we would never give used electrical parts to a customerThere are no refunds due for warranty because the part(s) warranty for the blower motor had expiredAlso, there is not a value for a core return on a residential small horsepower motor as the customer seems to implyWe are a flat-rate company and our repair pricing is listed as one price that includes both materials and laborThat information was provided on the receipt the customer was mailed on 1/