I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would encourage MsRto provide any taped conversation with her "bookkeeper" as there were absolutely no profanities used on my partHer bookkeeper was rude and without and provided no option for mediationTo my fault I should have learned from the first episode in I have learned my lesson and simply will not be back to do any future business with Zenner and RitterImmediate payment will issued in the amount of $Thank you to the Revdex.com for their involvement and mediationYour response was always thorough and timely Regards, [redacted]
Thank you for taking the time to convey your concerns and impressions, and affording us the opportunity to address them. We were surprised to receive this review since, after going through our email and phone systems, we find no record of any incoming calls or messages expressing concerns...
following our service visit to your home. You indicated not being present during the service visit and perhaps the information you received second hand missed some of the details in the explanation and information shared by our technician. Prior to this service visit our Company had not previously completed any repair, maintenance or other mechanical work at your home. Accordingly we had no service history on the furnace at issue and none was available at the home. The assigned technician contacted our offices with the model and serial number of the furnace in your home and it was identified as a first generation [redacted] furnace aged 30+ years. The [redacted] furnace was a revolutionary design at the time, but it was plagued with issues. At one time there was a heat exchanger replacement program in place for the unit from the manufacturer as they experienced a high failure rate. The manufacturer representative we contacted indicated that your furnace never received the advised replacement heat exchanger.The design of the [redacted] furnace features a primary heat exchanger that can be tested only by pressuring it with a specially designed attachment. Based on the age of the unit the concern would be potentially rupturing the heat exchanger if it was still intact as the unit is already a decade beyond its engineered design life. All that is necessary is a pinhole leak to create a potential carbon monoxide issues. That model furnace is no longer supported through the [redacted] and replacement heat exchangers are not available. The stainless steel that is described in your letter would be the secondary heat exchanger, not the primary heat exchanger. The secondary heat exchanger is not the component of primary concern with this unit. We are aware that in this day and age it is understandable for homeowners to be suspect of contractors as we have all seen news reports highlighting unscrupulous behavior. And, to be fair, there are heating contractors in our market that focus on trying to sell a new system in every home they visit. At no time in our operational history over the last 85 years has the focus of our service department been other than fixing or repairing when feasible. Further, the technician that visited your home is paid hourly and has no quotas for sales. The service provided and rate charged was exactly that which was described over the phone prior to the visit. Based on the age, lack of maintenance / airflow restrictions, known issues with the primary heat exchanger in that model and overall visible condition of the unit we simply could not issue a statement that the unit was ‘operating safely’ due to the associated civil and criminal liability to both you and the new owners.With regard to the new furnace you installed, detail was not provided regarding the operating parameters of the unit selected. Please note that, at a minimum, it is important to utilize a monometer to calibrate the gas pressure, and airflow must be adjusted to achieve the proper temperature differential between supply and return on the unit. We are not sure if the new furnace installation was inspected by the Town. We realize the home is now sold, but if you wish, we could visit the home while you are present to put your mind at ease regarding any potential exposure regarding the furnace installed.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
As the client indicates, we visited his home upon request due to his furnace not heating. The system was operating / not exhibiting the issue client described upon our arrival. The system was evaluated with several different action measures offered. Rather than replacing any parts...
the client elected for the cleaning of components not operating properly as the system was overdue for maintenance. The system was operationally tested before departure and cycled several times without issue. The client was instructed to monitor the operation and contact our offices regarding any further issues. The following weekend the client contacted our offices multiple times throughout the day regarding heating system concerns, applicable costs, information regarding a new furnace, etc. The client was quoted service fees and ultimately requested a service visit on Saturday because he had no heat. Upon arrival the home was found to be heated to the temperature set on the thermostat; the system was operating normally during the visit. The technician showed the thermostats corroded battery contacts to the client who requested the thermostat be replaced. The technician mentioned the control board may be the issue but no visual or measured performance anomalies were discovered during the evaluation. The technician typed in the work order provided to the client “if there are any more problems with the furnace there must be an intermittent issue that was not yet observed yet.” The heating system was operational during both visits. At the conclusion of the call the client disputed the thermostat and service fees which were quoted in advance. The client provided payment and acknowledgement of the completed work once the charges were reduced significantly so that the technician could be freed to attend to clients without heat. One of our representatives spoke with the client a day later and verified everything was working and inquired if there was anything else with which we could assist. The client responded everything was fine and did not mention any concerns or the filing he already submitted to the Revdex.com. Proposed Resolution: The work scope completed was limited to the measures authorized by the client and quoted to and agreed upon by the client in advance. The heating system was experiencing intermittent issues and several components identified by our technicians were ultimately authorized to be replaced by others. To our knowledge, the flue pipe continues to be an unresolved concern. The furnace was installed in an unconditioned crawl space by a different contractor for the previous homeowner and the repair/maintenance history is unknown. There is currently no warranty left on the existing furnace. In order to provide peace-of-mind we can offer a guaranteed lowest price (discounted 20%) replacement of the furnace supported by a 10 year warranty. This discount allows the client to pursue the new system he indicated being interested in while also recapturing the monies he invested in repairing the existing system both through our company and other contractors.
Revdex.com previously spoke to Brian at business, he stated he hoped to be in touch with consumer that day and have response written the next day. He also stated hey have been in contact with customer.
Mrs. [redacted], I hope this message finds you well. This message is in response to your concerns related to a gas line in your home. It appears that your concerns were incorrectly filed with the Revdex.com office serving Washington, D.C. and not the Buffalo office, resulting in communication...
delays. We did attempt to contact you after receiving notification from the Revdex.com but you disconnected the call. In reviewing the service visits completed to your home related to the generator, the following dates were identified. May 8, 2012: Generator system was installed at the residence. May 9, 2012: customer called and stated keys would not work to get generator open; advised client to push down on lid while turning key to release latch that is tight for wind protection reasons. Customer stated he would call back if didn’t work. Client indicated the gas company was coming to inspect. May 2013: generator system was maintained, no issues identified or concerns reported. April 8, 2015: generator service call, client distraught; found generator had not operated since February 2015 and no maintenance in over two years. Advised maintenance and options for remote monitoring and cold weather kit. August 18, 2015: completed generator maintenance, installation of cold weather kit and remote monitor. October 22, 2015: client called with operational concern; tested operation and simulated outage; system operated without issue. January 4, 2016: client called with concern regarding concerns related to the gas line installed with the generator; a [redacted] Gas representative was reported to have been at the site and fixed a gas leak. It was requested that we dispatch a technician to review the gas line for the generator; no issues were noted and [redacted] did not leave a ROA (receipt of advice) with homeowner. Submitted inquiry to [redacted] Supervisor for region clients home is located in asking for information related to visit, and ROA and explanation of issues identified by their technician; we were notified no notes requiring action in system and they would submit an inquiry to technician for additional information. The generator installation was inspected and approved by the jurisdiction having authority. In a call to our offices on May 9, 2012 referenced that the gas company was coming to inspect. During the four visits during the three and a half years that followed the technicians never noted a gas smell nor was the concern regarding a gas leak or odor ever communicated by you to our offices. [redacted] protocol would be to shut-down gas supply if leaks were present. Inquiries to [redacted] in January of 2016 resulted in no deficiencies being communicated (an additional inquiry has been submitted based on your recent message.My recollection is that we spoke in April of 2015 in advance of you setting up that service appointment; you had recently lost your husband and were anxious regarding getting the system addressed. My goal now, as it was then, is to offer assistance and provide peace-of-mind. But we are not able to do so if you will not speak with us. The contractor you referenced is not certified for the service or installation of [redacted] generator systems, nor are they accredited by the Revdex.com. Based on the alert our office received it is believed that the unit tried to started without a gas supply and locked out. If there is an issue with a gas line that requires repair it is typically not a major investment. Please reply at your earliest convenience to let me know if we can assist in restoring your generator to proper operation, and your faith in Zenner & Ritter, Inc. as a trusted service provider. Thank you. Respectfully submitted, -Brian Ritter
Revdex.com spoke to business and the following was relayed: The customer was not charged for anything after the first appointment. Normal charges are $89 for the service call plus parts and labor, all of which were waived for the customer after the initial appointment in an effort to help the customer. The...
notes from the first visit on 7/14 state that the customer was advised, that due to age, the furnace should be replaced. The customer chose to attempt to repair the unit. We did everything we could to try and get the unit to work.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Zenner and Ritter and I as of March 22, 2018 have agreed verbally to a...
solution. They have offered to remove the present unit (1200$ job) and have a new unit put in (3,800$ job on what I see is a 2,000$ unit). They will take 1,000$ off the price. They have convinced me this is what should have originally been the first estimate. The machine put in was not compatible with the situation I truly needed. It is a bit of an "upsell", but in my eyes they are trying to reach an agreement. I have worked with Tom on this agreement and, after talking on the phone and reaching a solution, I did, in finality, request zenner and ritter please be a "guardian angel" on this machine should I have a problem, not 25 years down the road, but a couple of winters after its installed.
Regards,
[redacted]
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. The above narrative states the case and subsequent events briefly. I have in effect payed for service charges for multiple visits (paying for parts multiple times is not at issue) because Zenner and Ritter technicians could not resolve the problem. In effect I have paid for their inabilities/incompetence. I got no receipts for the work they did in spite of requests for the same. So - I would ask for receipts and for $129.99+tax back. FYI - furnace has been fixed by another vendor. No there is no issue with the furnace or its installation as claimed. The second vendor took several visits to solve the issue and did not repeatedly charge service fee to come - he did it just once and he gave me receipts!
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would encourage Ms. R. to provide any taped conversation with her "bookkeeper" as there were absolutely no profanities used on my part. Her bookkeeper was rude and without and provided no option for mediation. To my fault I should have learned from the first episode in 2013. I have learned my lesson and simply will not be back to do any future business with Zenner and Ritter. Immediate payment will issued in the amount of $407.27. Thank you to the Revdex.com for their involvement and mediation. Your response was always thorough and timely.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would encourage MsRto provide any taped conversation with her "bookkeeper" as there were absolutely no profanities used on my partHer bookkeeper was rude and without and provided no option for mediationTo my fault I should have learned from the first episode in I have learned my lesson and simply will not be back to do any future business with Zenner and RitterImmediate payment will issued in the amount of $Thank you to the Revdex.com for their involvement and mediationYour response was always thorough and timely Regards, [redacted]
Thank you for taking the time to convey your concerns and impressions, and affording us the opportunity to address them. We were surprised to receive this review since, after going through our email and phone systems, we find no record of any incoming calls or messages expressing concerns...
following our service visit to your home. You indicated not being present during the service visit and perhaps the information you received second hand missed some of the details in the explanation and information shared by our technician. Prior to this service visit our Company had not previously completed any repair, maintenance or other mechanical work at your home. Accordingly we had no service history on the furnace at issue and none was available at the home. The assigned technician contacted our offices with the model and serial number of the furnace in your home and it was identified as a first generation [redacted] furnace aged 30+ years. The [redacted] furnace was a revolutionary design at the time, but it was plagued with issues. At one time there was a heat exchanger replacement program in place for the unit from the manufacturer as they experienced a high failure rate. The manufacturer representative we contacted indicated that your furnace never received the advised replacement heat exchanger.The design of the [redacted] furnace features a primary heat exchanger that can be tested only by pressuring it with a specially designed attachment. Based on the age of the unit the concern would be potentially rupturing the heat exchanger if it was still intact as the unit is already a decade beyond its engineered design life. All that is necessary is a pinhole leak to create a potential carbon monoxide issues. That model furnace is no longer supported through the [redacted] and replacement heat exchangers are not available. The stainless steel that is described in your letter would be the secondary heat exchanger, not the primary heat exchanger. The secondary heat exchanger is not the component of primary concern with this unit. We are aware that in this day and age it is understandable for homeowners to be suspect of contractors as we have all seen news reports highlighting unscrupulous behavior. And, to be fair, there are heating contractors in our market that focus on trying to sell a new system in every home they visit. At no time in our operational history over the last 85 years has the focus of our service department been other than fixing or repairing when feasible. Further, the technician that visited your home is paid hourly and has no quotas for sales. The service provided and rate charged was exactly that which was described over the phone prior to the visit. Based on the age, lack of maintenance / airflow restrictions, known issues with the primary heat exchanger in that model and overall visible condition of the unit we simply could not issue a statement that the unit was ‘operating safely’ due to the associated civil and criminal liability to both you and the new owners.With regard to the new furnace you installed, detail was not provided regarding the operating parameters of the unit selected. Please note that, at a minimum, it is important to utilize a monometer to calibrate the gas pressure, and airflow must be adjusted to achieve the proper temperature differential between supply and return on the unit. We are not sure if the new furnace installation was inspected by the Town. We realize the home is now sold, but if you wish, we could visit the home while you are present to put your mind at ease regarding any potential exposure regarding the furnace installed.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
As the client indicates, we visited his home upon request due to his furnace not heating. The system was operating / not exhibiting the issue client described upon our arrival. The system was evaluated with several different action measures offered. Rather than replacing any parts...
the client elected for the cleaning of components not operating properly as the system was overdue for maintenance. The system was operationally tested before departure and cycled several times without issue. The client was instructed to monitor the operation and contact our offices regarding any further issues. The following weekend the client contacted our offices multiple times throughout the day regarding heating system concerns, applicable costs, information regarding a new furnace, etc. The client was quoted service fees and ultimately requested a service visit on Saturday because he had no heat. Upon arrival the home was found to be heated to the temperature set on the thermostat; the system was operating normally during the visit. The technician showed the thermostats corroded battery contacts to the client who requested the thermostat be replaced. The technician mentioned the control board may be the issue but no visual or measured performance anomalies were discovered during the evaluation. The technician typed in the work order provided to the client “if there are any more problems with the furnace there must be an intermittent issue that was not yet observed yet.” The heating system was operational during both visits. At the conclusion of the call the client disputed the thermostat and service fees which were quoted in advance. The client provided payment and acknowledgement of the completed work once the charges were reduced significantly so that the technician could be freed to attend to clients without heat. One of our representatives spoke with the client a day later and verified everything was working and inquired if there was anything else with which we could assist. The client responded everything was fine and did not mention any concerns or the filing he already submitted to the Revdex.com. Proposed Resolution: The work scope completed was limited to the measures authorized by the client and quoted to and agreed upon by the client in advance. The heating system was experiencing intermittent issues and several components identified by our technicians were ultimately authorized to be replaced by others. To our knowledge, the flue pipe continues to be an unresolved concern. The furnace was installed in an unconditioned crawl space by a different contractor for the previous homeowner and the repair/maintenance history is unknown. There is currently no warranty left on the existing furnace. In order to provide peace-of-mind we can offer a guaranteed lowest price (discounted 20%) replacement of the furnace supported by a 10 year warranty. This discount allows the client to pursue the new system he indicated being interested in while also recapturing the monies he invested in repairing the existing system both through our company and other contractors.
Revdex.com previously spoke to Brian at business, he stated he hoped to be in touch with consumer that day and have response written the next day. He also stated hey have been in contact with customer.
Mrs. [redacted], I hope this message finds you well. This message is in response to your concerns related to a gas line in your home. It appears that your concerns were incorrectly filed with the Revdex.com office serving Washington, D.C. and not the Buffalo office, resulting in communication...
delays. We did attempt to contact you after receiving notification from the Revdex.com but you disconnected the call. In reviewing the service visits completed to your home related to the generator, the following dates were identified. May 8, 2012: Generator system was installed at the residence. May 9, 2012: customer called and stated keys would not work to get generator open; advised client to push down on lid while turning key to release latch that is tight for wind protection reasons. Customer stated he would call back if didn’t work. Client indicated the gas company was coming to inspect. May 2013: generator system was maintained, no issues identified or concerns reported. April 8, 2015: generator service call, client distraught; found generator had not operated since February 2015 and no maintenance in over two years. Advised maintenance and options for remote monitoring and cold weather kit. August 18, 2015: completed generator maintenance, installation of cold weather kit and remote monitor. October 22, 2015: client called with operational concern; tested operation and simulated outage; system operated without issue. January 4, 2016: client called with concern regarding concerns related to the gas line installed with the generator; a [redacted] Gas representative was reported to have been at the site and fixed a gas leak. It was requested that we dispatch a technician to review the gas line for the generator; no issues were noted and [redacted] did not leave a ROA (receipt of advice) with homeowner. Submitted inquiry to [redacted] Supervisor for region clients home is located in asking for information related to visit, and ROA and explanation of issues identified by their technician; we were notified no notes requiring action in system and they would submit an inquiry to technician for additional information. The generator installation was inspected and approved by the jurisdiction having authority. In a call to our offices on May 9, 2012 referenced that the gas company was coming to inspect. During the four visits during the three and a half years that followed the technicians never noted a gas smell nor was the concern regarding a gas leak or odor ever communicated by you to our offices. [redacted] protocol would be to shut-down gas supply if leaks were present. Inquiries to [redacted] in January of 2016 resulted in no deficiencies being communicated (an additional inquiry has been submitted based on your recent message.My recollection is that we spoke in April of 2015 in advance of you setting up that service appointment; you had recently lost your husband and were anxious regarding getting the system addressed. My goal now, as it was then, is to offer assistance and provide peace-of-mind. But we are not able to do so if you will not speak with us. The contractor you referenced is not certified for the service or installation of [redacted] generator systems, nor are they accredited by the Revdex.com. Based on the alert our office received it is believed that the unit tried to started without a gas supply and locked out. If there is an issue with a gas line that requires repair it is typically not a major investment. Please reply at your earliest convenience to let me know if we can assist in restoring your generator to proper operation, and your faith in Zenner & Ritter, Inc. as a trusted service provider. Thank you. Respectfully submitted, -Brian Ritter
Revdex.com spoke to business and the following was relayed: The customer was not charged for anything after the first appointment. Normal charges are $89 for the service call plus parts and labor, all of which were waived for the customer after the initial appointment in an effort to help the customer. The...
notes from the first visit on 7/14 state that the customer was advised, that due to age, the furnace should be replaced. The customer chose to attempt to repair the unit. We did everything we could to try and get the unit to work.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Zenner and Ritter and I as of March 22, 2018 have agreed verbally to a...
solution. They have offered to remove the present unit (1200$ job) and have a new unit put in (3,800$ job on what I see is a 2,000$ unit). They will take 1,000$ off the price. They have convinced me this is what should have originally been the first estimate. The machine put in was not compatible with the situation I truly needed. It is a bit of an "upsell", but in my eyes they are trying to reach an agreement. I have worked with Tom on this agreement and, after talking on the phone and reaching a solution, I did, in finality, request zenner and ritter please be a "guardian angel" on this machine should I have a problem, not 25 years down the road, but a couple of winters after its installed.
Regards,
[redacted]
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. The above narrative states the case and subsequent events briefly. I have in effect payed for service charges for multiple visits (paying for parts multiple times is not at issue) because Zenner and Ritter technicians could not resolve the problem. In effect I have paid for their inabilities/incompetence. I got no receipts for the work they did in spite of requests for the same. So - I would ask for receipts and for $129.99+tax back. FYI - furnace has been fixed by another vendor. No there is no issue with the furnace or its installation as claimed. The second vendor took several visits to solve the issue and did not repeatedly charge service fee to come - he did it just once and he gave me receipts!
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would encourage Ms. R. to provide any taped conversation with her "bookkeeper" as there were absolutely no profanities used on my part. Her bookkeeper was rude and without and provided no option for mediation. To my fault I should have learned from the first episode in 2013. I have learned my lesson and simply will not be back to do any future business with Zenner and Ritter. Immediate payment will issued in the amount of $407.27. Thank you to the Revdex.com for their involvement and mediation. Your response was always thorough and timely.
Regards,
[redacted]