December 3, 2014To Whom It May Concern,Our response to the customer’s rejection does not changeWe have no record of him calling on the 3rd of November nor any record of him complaining about a faulty igniterHis original complaint with us was that he did not like the price because he could find it cheaper on the internetWe stand behind our work and the thousands of satisfied customers that we continue to serve todaySincerely,JPaul H Vice President Gehringer Mechanical
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I did call I believe I have the cell phone record to show thisWhy would someone go through all this mess if it were a lie? I spoke with a women, she told me she would have a service man come to the house the next dayI certainly don't care to sit in a cold house for days awaiting a repair man or so I can make a complaint against the businessI am very unhappy with the price especially when it does not last more than monthsI also would like to offer him the parts that were improperly installedThe original tech wire nutted the connections instead using an appropriate partThe parts were not installed properly period! Further more the tech blew the panel when trying to fix the furnace he shattered other ignitors trying to install the one he left in place and forgot to simply put the holding screws in placeIt was a simple mistake, I get that but to not accept and resolve this complaint is ridiculousIf the customer service was good and the company felt they did a great job then why would they not want to see the parts? I was upset at dollars for a repair That is more the reason it should have been done properlyI have attempted multiple calls to talk the manager but he would never respond or call backI attached photos of the igniter and the parts left in the ignition compartment of the furnace, and the cut wires and wire nuts used from the old and proper ignitorAlso there are some small pieces of the exploded igniter that blew the fuse panelLook closely and you can see the marks in the charred igniterIf it were properly installed the entire igniter would look the same from top to bottom not so heavily charred from arcing against the panel opening Regards, [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I did call and ask for the service tech to come back when the heater failed again. I did call on Monday November 3rd in the afternoonI was told they were very busy and they would be out on Tuesday the 4thThe tech never showed up or calledI still have the ignitor and it shows definitive signs of the error in the installationThis is why I filed the complaintI had previously called many times to discuss their rates and I went to the office in person the lady at the window would not allow me to speak with anyone but herI got the standard "we will call you." I had to call another company to get the heater fixed, I had been with no heat long enoughAfter at least a total pf or calls to the office and no responses over the entire situation I surrendered and called another for service.
Regards,
*** ***
November 19, 2014To Whom It May Concern,In the above referenced case, the customer contacted us on a Saturday in February of Saturday calls fall under our emergency call umbrella which at the time the minimum charge was $for us to come outThe customer had no heat and
wanted us to come out to his residenceWe utilize upfront pricing and explained to the customer the repair would be an additional $OVER and above the $The homeowner than authorized for us to do the repair and paid the bill for a total of $451.70.It was shortly after that the customer began to call and complain to us that the price was too highHe never mentioned that he had another company come out or that there was some sort of bad workmanshipIf he had, we would have stood behind our work and fixed whatever problems were caused by usHis only complaint, as I stated above, was that the price was too high and he could have gotten the part cheaper off the internetIt was explained to him again that he knew the price beforehand and he agreed to it at that timeWe have been in business over years and have established ourselves as a quality, reputable Company that does great work at reasonable prices and that is why we will not give him any sort of refundWe did the work at his request and we feel that we should be compensated for itSincerely,
JPaul H. Vice President Gehringer Mechanical
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I did call I believe I have the cell phone record to show this. Why would someone go through all this mess if it were a lie? I spoke with a women, she told me she would have a service man come to the house the next day. I certainly don't care to sit in a cold house for 3 days awaiting a repair man or so I can make a complaint against the business. I am very unhappy with the price especially when it does not last more than 6 months. I also would like to offer him the parts that were improperly installed. The original tech wire nutted the connections instead using an appropriate part. The parts were not installed properly period! Further more the tech blew the panel when trying to fix the furnace he shattered 2 other ignitors trying to install the one he left in place and forgot to simply put the holding screws in place. It was a simple mistake, I get that but to not accept and resolve this complaint is ridiculous. If the customer service was good and the company felt they did a great job then why would they not want to see the parts? I was upset at 450 dollars for a repair. That is more the reason it should have been done properly. I have attempted multiple calls to talk the manager but he would never respond or call back. I attached photos of the igniter and the parts left in the ignition compartment of the furnace, and the cut wires and wire nuts used from the old and proper ignitor. Also there are some small pieces of the exploded igniter that blew the fuse panel. Look closely and you can see the marks in the charred igniter. If it were properly installed the entire igniter would look the same from top to bottom not so heavily charred from arcing against the panel opening.
Regards,
[redacted]
December 3, 2014To Whom It May Concern,Our response to the customer’s rejection does not change. We have no record of him calling on the 3rd of November nor any record of him complaining about a faulty igniter. His original complaint with us was that he did not like the price because he could find it cheaper on the internet. We stand behind our work and the thousands of satisfied customers that we continue to serve today.
Sincerely,J. Paul H.
Vice President Gehringer Mechanical
December 3, 2014To Whom It May Concern,Our response to the customer’s rejection does not changeWe have no record of him calling on the 3rd of November nor any record of him complaining about a faulty igniterHis original complaint with us was that he did not like the price because he could find it cheaper on the internetWe stand behind our work and the thousands of satisfied customers that we continue to serve todaySincerely,JPaul H Vice President Gehringer Mechanical
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I did call I believe I have the cell phone record to show thisWhy would someone go through all this mess if it were a lie? I spoke with a women, she told me she would have a service man come to the house the next dayI certainly don't care to sit in a cold house for days awaiting a repair man or so I can make a complaint against the businessI am very unhappy with the price especially when it does not last more than monthsI also would like to offer him the parts that were improperly installedThe original tech wire nutted the connections instead using an appropriate partThe parts were not installed properly period! Further more the tech blew the panel when trying to fix the furnace he shattered other ignitors trying to install the one he left in place and forgot to simply put the holding screws in placeIt was a simple mistake, I get that but to not accept and resolve this complaint is ridiculousIf the customer service was good and the company felt they did a great job then why would they not want to see the parts? I was upset at dollars for a repair That is more the reason it should have been done properlyI have attempted multiple calls to talk the manager but he would never respond or call backI attached photos of the igniter and the parts left in the ignition compartment of the furnace, and the cut wires and wire nuts used from the old and proper ignitorAlso there are some small pieces of the exploded igniter that blew the fuse panelLook closely and you can see the marks in the charred igniterIf it were properly installed the entire igniter would look the same from top to bottom not so heavily charred from arcing against the panel opening Regards, [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I did call and ask for the service tech to come back when the heater failed again. I did call on Monday November 3rd in the afternoonI was told they were very busy and they would be out on Tuesday the 4thThe tech never showed up or calledI still have the ignitor and it shows definitive signs of the error in the installationThis is why I filed the complaintI had previously called many times to discuss their rates and I went to the office in person the lady at the window would not allow me to speak with anyone but herI got the standard "we will call you." I had to call another company to get the heater fixed, I had been with no heat long enoughAfter at least a total pf or calls to the office and no responses over the entire situation I surrendered and called another for service.
Regards,
*** ***
November 19, 2014To Whom It May Concern,In the above referenced case, the customer contacted us on a Saturday in February of Saturday calls fall under our emergency call umbrella which at the time the minimum charge was $for us to come outThe customer had no heat and
wanted us to come out to his residenceWe utilize upfront pricing and explained to the customer the repair would be an additional $OVER and above the $The homeowner than authorized for us to do the repair and paid the bill for a total of $451.70.It was shortly after that the customer began to call and complain to us that the price was too highHe never mentioned that he had another company come out or that there was some sort of bad workmanshipIf he had, we would have stood behind our work and fixed whatever problems were caused by usHis only complaint, as I stated above, was that the price was too high and he could have gotten the part cheaper off the internetIt was explained to him again that he knew the price beforehand and he agreed to it at that timeWe have been in business over years and have established ourselves as a quality, reputable Company that does great work at reasonable prices and that is why we will not give him any sort of refundWe did the work at his request and we feel that we should be compensated for itSincerely,
JPaul H. Vice President Gehringer Mechanical
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I did call I believe I have the cell phone record to show this. Why would someone go through all this mess if it were a lie? I spoke with a women, she told me she would have a service man come to the house the next day. I certainly don't care to sit in a cold house for 3 days awaiting a repair man or so I can make a complaint against the business. I am very unhappy with the price especially when it does not last more than 6 months. I also would like to offer him the parts that were improperly installed. The original tech wire nutted the connections instead using an appropriate part. The parts were not installed properly period! Further more the tech blew the panel when trying to fix the furnace he shattered 2 other ignitors trying to install the one he left in place and forgot to simply put the holding screws in place. It was a simple mistake, I get that but to not accept and resolve this complaint is ridiculous. If the customer service was good and the company felt they did a great job then why would they not want to see the parts? I was upset at 450 dollars for a repair. That is more the reason it should have been done properly. I have attempted multiple calls to talk the manager but he would never respond or call back. I attached photos of the igniter and the parts left in the ignition compartment of the furnace, and the cut wires and wire nuts used from the old and proper ignitor. Also there are some small pieces of the exploded igniter that blew the fuse panel. Look closely and you can see the marks in the charred igniter. If it were properly installed the entire igniter would look the same from top to bottom not so heavily charred from arcing against the panel opening.
Regards,
[redacted]
December 3, 2014To Whom It May Concern,Our response to the customer’s rejection does not change. We have no record of him calling on the 3rd of November nor any record of him complaining about a faulty igniter. His original complaint with us was that he did not like the price because he could find it cheaper on the internet. We stand behind our work and the thousands of satisfied customers that we continue to serve today.
Sincerely,J. Paul H.
Vice President Gehringer Mechanical