March 8, 2018Revdex.com Holiday Drive, Suite Pittsburgh, PA 412-456-2700Re: Response to Complaint [redacted] Attn: [redacted] ,Opening:it is not surprising that this customer continues to badger us with complaints at every place they can think of, Social Media, Angie's List, and now the Revdex.com seven years laterLet me start by saying we have done everything for this customer that could be expected of us and much morel The thing this customer doesn't seem to understand is the manufacture is responsible for the product they release for public sale, not the dealership that sold unknowingly, a faulty productThis customer should have gone after the manufacture within the first three years of ownership; we would have supported them in their caseSeven years later, they don't have a caseCompare this case to that of the Automotive Lemon Law, a plaintiff sues the manufacture of the lemon vehicle, NOT the dealership that sold it! Why this customer thinks we should bail out the factory for their irresponsibility to stand behind their product, we don't have the answerBut surely we cannot financially eat the costs on every faulty product that comes through our dealershipIf this were the case, at what point would the manufacture become responsible for its own products? I think the Revdex.com should understand our situation and find Gary & Sons to be non-negligent or responsible for a product we did not manufacture!Our Actions:The [redacted] Company was always one of the most respected HVAC manufacturers in the businessThat's why Gary & Sons, Incchose to be the dealership in this areaWe maintained a good business relationship for many years, until we began to have reliability issues with the [redacted] products.As a [redacted] dealer, we took great pride in being able to provide a quality product along with great customer serviceWe were deeply disappointed when [redacted] decided not to stand by their dealerships including us when the dependability of their products started becoming a major issueWe cut the [redacted] products from our available product line as soon as we recognized that the service calls had become what we felt to be, excessiveThis was no comfort to our customers that have already purchased [redacted] equipment but in actuality we should not be held responsible for a product Gary & Sons, Incpurchased and sold in good faithGary & Sons, Incdid everything a dealer could do, including answering every call professionally and putting as much pressure on the [redacted] manufacture as we possibly couldWe were able to resolve all issues with this customer's boiler and we were able to utilize the warranty on the product for the full five year period, causing no extra billing to the customerThe only extra billing this customer received was for items such as annual maintenance, non-covered warranty items, and services performed after the warranty period had expired, it is unreasonable to expect cost-free services beyond the warranty period.We regret that this customer has continued to have problems with her system, but believe that we did everything we reasonably could to keep her system operatingWe even offered to install a new Lennox system, waiving all labor and installation charges, but she has since decided to purchase a system from another dealership.Sincerely,Kurt W [redacted] Service Manager & Owner
I would like to respond to complaint [redacted] that has beensubmitted against Gary & Sons, Incon 3/13/I have read thecomplaint, researched our records and went over the details with ourService Manager, [redacted] I would like to reply with just thefacts as our records show, but I found some of the statements andrequests in this complaint to be absurd and worthy of a reply.In response to her first sentence, she states she had yearlymaintenance on her boilerAccording to our records she had noservice performed on her boiler from its original install date of9/13/until 8/15/2014, which equates to four full heatingseasonsThis record of non-service would easily terminate herextended warranty if the warranty company were to request suchinformationAnnual service is a requirement to keep her warrantyintact.Next the customer states, the first repair man didn’t do the properdiagnostics after servicing, causing her boiler to catch fireQuitethe accusation but I must question, where did she get herinformation? Contrarily, our service tech spent three and one halfhours cleaning and servicing her boiler and he completed his serviceby performing a flue analysisThis flue analysis provides us with aprintout sheet (on file) that showed the customer’s boiler burningin ideal parametersThe charge for this customer’s service call was$This is our standard flat-rate service charge for an oilboiler in her location, but this was no ordinary service callconsidering how dirty this boiler was and the amount of time spentcleaning itWe could have easily added an extra charge for cleaningsuch a neglected boiler.Our second service call was for a no-heat on a Sunday, 10/12/14.Investigating the cause of the sooting and smoke problem, ourservice technician found the insulation and fire-wall located insidethe combustion chamber had collapsedOur technician did all hecould that day to get the boiler in operation but a new insulationand fire wall kit would need to be orderedThe customer’s firstservice call on 8/15/carried our day service warrantyThissecond call was made days later, long past our day warrantyperiod, but we chose to cover this service anyway.Moving on to the third service call; this customer states: “The 3rdrepair man sent to repair furnace because the wall in boiler wasbroken due to flame being set to high came and left his entiretoolbag...” The wall in the boiler was broken because the flame wasset too high? Where did she get this information? The thirdtechnician was dispatched to her house to install the new insulationand target wall kit to replace the damaged unit found three daysearlier or did she already forget? That was the reason for thesmoke, the sooting and her calling The most probable reasonthat the target wall and insulation failed was the boiler had notbeen serviced for four yearsTarget walls normally have a lifeexpectancy of ten years and this is why the warranty companiesrequire annual serviceAs for the service tech’s tool set beingleft behind, this is trivial and irrelevant to this complaintThisservice was completed, an analyses was performed and the boiler wasback in proper working order(analysis printout available)Summing this up, we serviced this customer’s furnace once andrepaired it once for a total cost of $Concerning her currentissue with her boiler, she was quoted sios.oo for us to perform adiagnostic; which would cover the expense to find out why it waslocking outFor $she could have purchased a complete serviceon her boilerThe service was recommended by our service managerdue to it being one of the coldest winters on record and her boilerjust got worked very hard for monthsNow she is not sure if shecan trust our workDoes she have a warranty if she goes withsomebody else; I can’t answer that and she will have to get thatanswer from her new contractor.Her desired settlement; she would like to have a replacement boilerbeing her unit caught fire and has not worked right since theinitial serviceReimbursement for thermostats and initial service.I don’t feel that I should be having this many issues with a $6000purchaseBeing that I wanted to make sure that I wouldn’t have anyproblems with the furnace over the winter and it was safe is why Ihad them do the service work to begin with and every nightmare thatcould have happened, did happen.This lady is being completely ridiculous in her requestsWe lefther boiler in perfect operating condition after both service calls.Only delay in her service was for three days when we needed to orderpartsHer current problems have no relation to our past service andwe will testify to thatWe treated this customer professionally andfairlyShe feels her furnace should never need service, have aproblem or break downIn the real world, boilers break down andthey need periodic serviceWith that said, Gary & Sons, Inchas nointentions in offering any type of settlement and since our servicedepartment can’t seem to please this customer we no longer wish tobe her servicing contractor.Sincerely[redacted] Customer Relations Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Firstly, the business FAILED to meet expectations My/our expectation was to have a reliable boiler After almost three dozen (i.e34) service calls, it was still not operating properly We exhibited exceptional patience, and spent a lot of money (over $15,000) for the boiler, parts and labor In addition to the inconvenience and expense, we suffered great stress not knowing when it would fail again.I refute the business' assertion that I "badgered" it on social media or elsewhere I do not post to any social mediaHowever, I gave a completely accurate and factual review on Angie's List, which stated that deficiencies of the boiler and the many futile attempts by Gary & Sons to repair (I admit that the business generally responded professionally to my numerous service calls.)I reject that notion that this situation is similar to the "auto lemon law." There is no such "law" for consumers aside from the auto industry I DID contact the manufacturer after 2-1/ years to seek relief, but never received a response What must be noted is that Gary & Sons recommended this brand ( [redacted] ), and won the bid from me based on its assertion that it stood behind any product it sold and installed Gary & Sons did not do this.As it admitted many times, Gary & Sons knew early on that this was a defective product Its Sale Manager bought the same brand and soon replaced it As the business admits, it experienced difficulty in dealing with its supplier, i.e [redacted] , such that it soon terminated the relationship So, how was I as a consumer to be able to deal with [redacted] .I also dismiss Gary & Sons assertion that it offered to replace the boiler It was only recently that Gary & Sons bid to replace it (after almost years of continuous failures) Although it stated that its bid was "discounted" to eliminate labor cost, this is not credible We accepted a bid from another HVAC contractor that was similar in price and with a comparable boiler (In addition, the other contractor offered to "clean up" the purported "mess" of pipes, etc.) Essentially, Gary & ons did not offer anything to remedy the situation.I could specify much more, but this seems to be enough The bottom line is that I expected a reliable boiler for the money I spebtI did not get what I expected I further believe that I was much more patient and tolerating than most any other consumer I believe that soon after the numerous service calls in the first year of use, Gary & Sons should have replaced what it sold with another, reliable model of boiler Regards, [redacted] ***
March 8, 2018Revdex.com Holiday Drive, Suite Pittsburgh, PA 412-456-2700Re: Response to Complaint [redacted] Attn: [redacted] ,Opening:it is not surprising that this customer continues to badger us with complaints at every place they can think of, Social Media, Angie's List, and now the Revdex.com seven years laterLet me start by saying we have done everything for this customer that could be expected of us and much morel The thing this customer doesn't seem to understand is the manufacture is responsible for the product they release for public sale, not the dealership that sold unknowingly, a faulty productThis customer should have gone after the manufacture within the first three years of ownership; we would have supported them in their caseSeven years later, they don't have a caseCompare this case to that of the Automotive Lemon Law, a plaintiff sues the manufacture of the lemon vehicle, NOT the dealership that sold it! Why this customer thinks we should bail out the factory for their irresponsibility to stand behind their product, we don't have the answerBut surely we cannot financially eat the costs on every faulty product that comes through our dealershipIf this were the case, at what point would the manufacture become responsible for its own products? I think the Revdex.com should understand our situation and find Gary & Sons to be non-negligent or responsible for a product we did not manufacture!Our Actions:The [redacted] Company was always one of the most respected HVAC manufacturers in the businessThat's why Gary & Sons, Incchose to be the dealership in this areaWe maintained a good business relationship for many years, until we began to have reliability issues with the [redacted] products.As a [redacted] dealer, we took great pride in being able to provide a quality product along with great customer serviceWe were deeply disappointed when [redacted] decided not to stand by their dealerships including us when the dependability of their products started becoming a major issueWe cut the [redacted] products from our available product line as soon as we recognized that the service calls had become what we felt to be, excessiveThis was no comfort to our customers that have already purchased [redacted] equipment but in actuality we should not be held responsible for a product Gary & Sons, Incpurchased and sold in good faithGary & Sons, Incdid everything a dealer could do, including answering every call professionally and putting as much pressure on the [redacted] manufacture as we possibly couldWe were able to resolve all issues with this customer's boiler and we were able to utilize the warranty on the product for the full five year period, causing no extra billing to the customerThe only extra billing this customer received was for items such as annual maintenance, non-covered warranty items, and services performed after the warranty period had expired, it is unreasonable to expect cost-free services beyond the warranty period.We regret that this customer has continued to have problems with her system, but believe that we did everything we reasonably could to keep her system operatingWe even offered to install a new Lennox system, waiving all labor and installation charges, but she has since decided to purchase a system from another dealership.Sincerely,Kurt W [redacted] Service Manager & Owner
I would like to respond to complaint [redacted] that has beensubmitted against Gary & Sons, Incon 3/13/I have read thecomplaint, researched our records and went over the details with ourService Manager, [redacted] I would like to reply with just thefacts as our records show, but I found some of the statements andrequests in this complaint to be absurd and worthy of a reply.In response to her first sentence, she states she had yearlymaintenance on her boilerAccording to our records she had noservice performed on her boiler from its original install date of9/13/until 8/15/2014, which equates to four full heatingseasonsThis record of non-service would easily terminate herextended warranty if the warranty company were to request suchinformationAnnual service is a requirement to keep her warrantyintact.Next the customer states, the first repair man didn’t do the properdiagnostics after servicing, causing her boiler to catch fireQuitethe accusation but I must question, where did she get herinformation? Contrarily, our service tech spent three and one halfhours cleaning and servicing her boiler and he completed his serviceby performing a flue analysisThis flue analysis provides us with aprintout sheet (on file) that showed the customer’s boiler burningin ideal parametersThe charge for this customer’s service call was$This is our standard flat-rate service charge for an oilboiler in her location, but this was no ordinary service callconsidering how dirty this boiler was and the amount of time spentcleaning itWe could have easily added an extra charge for cleaningsuch a neglected boiler.Our second service call was for a no-heat on a Sunday, 10/12/14.Investigating the cause of the sooting and smoke problem, ourservice technician found the insulation and fire-wall located insidethe combustion chamber had collapsedOur technician did all hecould that day to get the boiler in operation but a new insulationand fire wall kit would need to be orderedThe customer’s firstservice call on 8/15/carried our day service warrantyThissecond call was made days later, long past our day warrantyperiod, but we chose to cover this service anyway.Moving on to the third service call; this customer states: “The 3rdrepair man sent to repair furnace because the wall in boiler wasbroken due to flame being set to high came and left his entiretoolbag...” The wall in the boiler was broken because the flame wasset too high? Where did she get this information? The thirdtechnician was dispatched to her house to install the new insulationand target wall kit to replace the damaged unit found three daysearlier or did she already forget? That was the reason for thesmoke, the sooting and her calling The most probable reasonthat the target wall and insulation failed was the boiler had notbeen serviced for four yearsTarget walls normally have a lifeexpectancy of ten years and this is why the warranty companiesrequire annual serviceAs for the service tech’s tool set beingleft behind, this is trivial and irrelevant to this complaintThisservice was completed, an analyses was performed and the boiler wasback in proper working order(analysis printout available)Summing this up, we serviced this customer’s furnace once andrepaired it once for a total cost of $Concerning her currentissue with her boiler, she was quoted sios.oo for us to perform adiagnostic; which would cover the expense to find out why it waslocking outFor $she could have purchased a complete serviceon her boilerThe service was recommended by our service managerdue to it being one of the coldest winters on record and her boilerjust got worked very hard for monthsNow she is not sure if shecan trust our workDoes she have a warranty if she goes withsomebody else; I can’t answer that and she will have to get thatanswer from her new contractor.Her desired settlement; she would like to have a replacement boilerbeing her unit caught fire and has not worked right since theinitial serviceReimbursement for thermostats and initial service.I don’t feel that I should be having this many issues with a $6000purchaseBeing that I wanted to make sure that I wouldn’t have anyproblems with the furnace over the winter and it was safe is why Ihad them do the service work to begin with and every nightmare thatcould have happened, did happen.This lady is being completely ridiculous in her requestsWe lefther boiler in perfect operating condition after both service calls.Only delay in her service was for three days when we needed to orderpartsHer current problems have no relation to our past service andwe will testify to thatWe treated this customer professionally andfairlyShe feels her furnace should never need service, have aproblem or break downIn the real world, boilers break down andthey need periodic serviceWith that said, Gary & Sons, Inchas nointentions in offering any type of settlement and since our servicedepartment can’t seem to please this customer we no longer wish tobe her servicing contractor.Sincerely[redacted] Customer Relations Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Firstly, the business FAILED to meet expectations My/our expectation was to have a reliable boiler After almost three dozen (i.e34) service calls, it was still not operating properly We exhibited exceptional patience, and spent a lot of money (over $15,000) for the boiler, parts and labor In addition to the inconvenience and expense, we suffered great stress not knowing when it would fail again.I refute the business' assertion that I "badgered" it on social media or elsewhere I do not post to any social mediaHowever, I gave a completely accurate and factual review on Angie's List, which stated that deficiencies of the boiler and the many futile attempts by Gary & Sons to repair (I admit that the business generally responded professionally to my numerous service calls.)I reject that notion that this situation is similar to the "auto lemon law." There is no such "law" for consumers aside from the auto industry I DID contact the manufacturer after 2-1/ years to seek relief, but never received a response What must be noted is that Gary & Sons recommended this brand ( [redacted] ), and won the bid from me based on its assertion that it stood behind any product it sold and installed Gary & Sons did not do this.As it admitted many times, Gary & Sons knew early on that this was a defective product Its Sale Manager bought the same brand and soon replaced it As the business admits, it experienced difficulty in dealing with its supplier, i.e [redacted] , such that it soon terminated the relationship So, how was I as a consumer to be able to deal with [redacted] .I also dismiss Gary & Sons assertion that it offered to replace the boiler It was only recently that Gary & Sons bid to replace it (after almost years of continuous failures) Although it stated that its bid was "discounted" to eliminate labor cost, this is not credible We accepted a bid from another HVAC contractor that was similar in price and with a comparable boiler (In addition, the other contractor offered to "clean up" the purported "mess" of pipes, etc.) Essentially, Gary & ons did not offer anything to remedy the situation.I could specify much more, but this seems to be enough The bottom line is that I expected a reliable boiler for the money I spebtI did not get what I expected I further believe that I was much more patient and tolerating than most any other consumer I believe that soon after the numerous service calls in the first year of use, Gary & Sons should have replaced what it sold with another, reliable model of boiler Regards, [redacted] ***